Articles

Do Your Communication Tactics Undermine Your Intentions?

“Say please!” I say this to my children in a nearly constant refrain. Actually, now that they are pretty good about manners, I typically just give them a Mom glare and the polite words fall

5 Silent Issues that Destroy Customer-Focused Innovation

Co-creation sessions, customer journey workshops and customer-focused innovation summits can sound so sexy and intriguing. We envision a group working cohesively, rolling up their collective sleeves to create an improved customer-centric culture and earn long-term

5 Ways One-on-One Customer Communication Builds Loyalty

Consumers have power. In the old-school approaches to business, companies thought they were essential if they sold goods and services people wanted. Nowadays, the abundance of competition means that no single company can afford to

5 Important Steps to Win the Moment With Customers

We live in a digital world, constantly connected, where information is always at our fingertips. With all this information, businesses have the tricky task of standing out from all the chatter and building strong relationships

What do Trends from SXSW 2016 Mean for Customer Experience?

It was my 7th? 8th? year attending the South By Southwest Interactive Festival in Austin, Texas, and yet again, it didn’t disappoint. The old-timers will lament the days of easy navigation and fewer crowds, and

Brian Solis: Your Guide to an Experience-Driven Future

Customer experience is the new black. If you haven’t already heard, experience is HOT. Every savvy marketer, designer, branding strategist, corporate leader, social media blogger and keynote speaker is now a customer experience expert. I say

How to Improve Customer Service Training with Simple Metrics

For most businesses, improving customer service is a constant aim, as it is one area where they can separate themselves from competitors. It is, therefore, little wonder that many company bosses invest heavily in their

Obsessing Over CX for Millennials Ruins It for Everyone!

Another “for the millennials” headline pops up every day. As millennials become a bigger part of the market, stepping into adulthood and the paychecks that come with it, companies are trying just about anything to attract

Hug Your Haters: A Groundbreaking New Book by Jay Baer

Don’t get me started. People just want to complain and complain and shout from their Facebook page. I say forget it! This was the start of a very bumpy ride with a cab driver recently.

You Can’t Microwave Customer Experience Excellence

By Joseph Michelli If your customers think you deliver an “average” service experience, there is NO shortcut to getting them to become emotionally engaged, loyal, zealots of your brand. Don’t get me wrong. A well-designed

By Topic:

By Type:

Read

Featured Article

Customer Journey Mapping Examples: 4 Use Cases to Inform Your CX Strategy

Learn How To: