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Customer Experience

Poor Customer Service Prevents Repeat Business

Dr. Tiffany D. Sanders | Posted 05.18.2015 | Business
Dr. Tiffany D. Sanders

The experience my friends and I had at the popular Outback Steakhouse restaurant was an unusual and memorable one. Encounters such as this one can easily be misconstrued especially since the bartender was white and the customers were black. But one thing for certain, it illustrated how poor customer service can leave an aftertaste that will cause anyone to avoid patronizing at an establishment for years to come.

Women in Business: Kristin McClement, VP of Strategic Partnerships, Payfone

Laura Dunn | Posted 05.18.2015 | Business
Laura Dunn

Kristin McClement is responsible for the customer experience, driving the customer perspective throughout Payfone. Prior to this role, She served as D...

Have Smartphones Caused the Death of the In-Store Impulse Buy?

Phil Simon | Posted 05.13.2015 | Business
Phil Simon

While you're enraptured in your own little world, you're probably not paying attention to big things like gravity, never mind little packets of candy that you probably don't need.

How to Use VoC Insights from Employees & Customers to Improve Experiences

Ernan Roman | Posted 05.12.2015 | Business
Ernan Roman

We are often asked what sources of VoC insights should be used to improve the company's customer experience. And often, these insights are right in front of you--from your own customers and employees.

3 Ways Mobile is Impacting Your Marketing Right Now

Ernan Roman | Posted 05.05.2015 | Business
Ernan Roman

Your company has become a mobile experience for customers whether you are ready for it or not. Today's multi-device consumer is increasingly accessing your information, messaging and ads on a mobile device.

A MassMutual CMO Answers 4 Questions for Marketing Innovators

Ernan Roman | Posted 04.29.2015 | Business
Ernan Roman

Heather Smiley, CMO, Retirement and Worksite Insurance at MassMutual, will address these 4 questions.

What is Poor Customer Support Costing Your Business?

Gregory Ciotti | Posted 04.27.2015 | Business
Gregory Ciotti

While some companies view service as nothing more than an expense, the data show that providing great experiences is just as rewarding for customers as it is for your bottom line.

WATCH: The Secret to Bird Feeding (and Innovation Success)

Markus Giesler | Posted 04.24.2015 | Business
Markus Giesler

In this ten-minute TEDx York University talk, I recall the simple yet eye-opening bird-feeding experiment that sparked ten years of innovation research to suggest a much-needed shift in our innovation thinking.

Don't Ignore These Three Customer Journey Experiences

Ernan Roman | Posted 04.24.2015 | Business
Ernan Roman

Every consumer is on a journey when they interact with your brand. And each of their journeys are likely to be quite different.

How Disney Creates Magical Experiences (and a 70% Return Rate)

Gregory Ciotti | Posted 04.21.2015 | Business
Gregory Ciotti

Perhaps the most unexpected finding when evaluating Disney's penchant for "magic" is the focus on process--the drive and ability to optimize the mundane.

Why Support Stories Spread Like Wildfire

Gregory Ciotti | Posted 04.15.2015 | Business
Gregory Ciotti

Customers' words can either polish or stain your company's luster, and in a world where every customer has a microphone, by nature people will talk about you and your employees, products, or services.

The Customer Always Remembers

Gregory Ciotti | Posted 04.15.2015 | Business
Gregory Ciotti

Directing your tone and language to create positive, lasting memories for your customers is a staple in support. Not only should the whole experience be good, but most importantly, how that experience ends ought to be good.

Sephora Innovation Lab VP Answers 4 Questions for Marketing Innovators

Ernan Roman | Posted 04.14.2015 | Business
Ernan Roman

Bridget Dolan, Vice President, Sephora Innovation Lab, will address these 4 questions; What is one marketing topic that is most important to you as a...

Are You Having These 3 Customer Conversations Every Day?

Ernan Roman | Posted 04.07.2015 | Business
Ernan Roman

Research findings indicate that customers welcome ongoing communication with brands...if they are based on relevant two-way conversations.

3 Tips to Improve Your Email Marketing Effectiveness

Ernan Roman | Posted 03.31.2015 | Business
Ernan Roman

Consumers -- both BtoC and BtoB -- are email weary and wary. To drive engagement, emails must contain value and relevance. Use purchase, behavior and interaction data to craft email messaging that is welcomed.

Buying a Mattress

Jasmine Jaksic | Posted 05.25.2015 | Comedy
Jasmine Jaksic

While my husband and I have a million things in common, how we deal with customer service is not one of them. Like most people, I don't enjoy interacting with them (thanks, Comcast), but he does!

RR Donnelley CMO Answers 4 Questions for Marketing Innovators

Ernan Roman | Posted 05.16.2015 | Business
Ernan Roman

Alisa Norris, CMO of RR Donnelley will address these 4 questions; What is one marketing topic that is most important to you as an innovator? Why is t...

Myth Busted: How Direct Mail Can Actually Enrich the Digital Customer Journey

Ernan Roman | Posted 05.09.2015 | Business
Ernan Roman

Using direct mail as a part of a multi-faceted campaign gives recipients multiple opportunities to engage, but for the History Channel it also provided recipients a valued collectable.

Reinventing Commerce: This Secret Will Help Retailers Transform their Online Store and Win Customers for Life

Matt Dion | Posted 05.02.2015 | Business
Matt Dion

Delivering great digital experiences is an essential strategy for retailers. Embracing the new customer journey will ensure that retailers remain competitive and are able to monetize digital experiences while wowing their customers with personalized service.

Free The Children Co-founder Answers 4 Questions for Marketing Innovators

Ernan Roman | Posted 04.21.2015 | Business
Ernan Roman

Craig Kielburger is a social entrepreneur and NYT-bestselling author. He is the co-founder of the children's charity Free The Children, the youth empowerment event We Day, and the social enterprise Me to We.

Reinventing Marketing: 5 Obsessions Today's Digital CMO Needs to Succeed

Matt Dion | Posted 04.20.2015 | Business
Matt Dion

The vast majority of digital experience projects -- the very same projects CMOs were hired to see through to fruition -- "sometimes" or "often" fail.

Sprinkles: Creating Awesome Experiences Through Innovative Service

BJ Gallagher | Posted 04.12.2015 | Business
BJ Gallagher

Chip Bell is one of my all-time favorite business authors. His specialty is customer service and no matter how many books I read on that topic, Chip's always stand out from the crowd.

HackerAgency CEO Answers 4 Questions for Marketing Innovators

Ernan Roman | Posted 04.04.2015 | Business
Ernan Roman

Thanks for all the positive feedback regarding our recently launched 4 Questions for Marketing Innovators. Each blog features one marketing innovator ...

How to 'Listen Loudly': 3 Steps to Increasing Customer Engagement

Kim Pisolkar | Posted 03.25.2015 | Small Business
Kim Pisolkar

Listening loudly is one of my favorite phrases when it comes to the process of customer engagement. Listening loudly is self-explanatory -- it's about having your ears open instead of your lips flapping -- and it's one of the most overlooked factors in business success!

Technology Drives a Golden Age For Customer Care

Tim Joyce | Posted 03.25.2015 | Technology
Tim Joyce

The push for exceptional customer experiences, that not only meet customer expectations but also differentiate brands from their competitors, saw some truly innovate their customer care offerings in 2014, and this will only continue in 2015.