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customer service

Stop Being Ignored on Social: Holistic Marketing & Sales

While it’s technically easier to reach people through social channels for marketing and sales, it doesn’t mean it’s the right way to do things. Holistic Marketing for the Next Generation Generation Z, the generation AFTER the millennials (born late 1990’s to early 2000’s) rejects traditional marketing and sales completely. Smart brands are beginning to tap […]

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Is Your Customer Experience Technology Helpful or Creepy?

As some of you who follow this blog may know, I took the CXI® magnifying glass with me to South By Southwest Interactive this month to scout for customer-focused themes within the latest tech trends. Trends are always a big part of SXSW, but each year it comes down to people. People are the ones introducing

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Emotions are the Best Customer Metrics After All!

It’s Day two at the Next Generation Customer Experience conference. (You can catch up on my takeaways from day one here!)   Today I was asked to share insights around emotional feedback, along with Kathryn Churches from American Family Insurance. It was a great discussion, and I think the emphasis on emotions underlines one of the biggest

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Are Your FAQ’s Driving Customers Mad?

FAQ is another one of those terms we didn’t even know before the dawn of the internet age. Most of us were blissfully unaware of this acronym for “Frequently Asked Questions” now living on many web sites. When we ask our clients a question like “What are your touchpoints?” we get a lengthy list of the

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Confronting Your Customer Engagement Challenges

The Retail Trends Report from Retail Customer Experience is full of valuable insights on both consumers and retailers and how they’re feeling about the way we are shopping today. The retailers discussed technology and mobile, and concern about subjects like Bitcoin and beacons, but when asked about current operational challenges, their #2 and #3 answers were: 2. Customer engagement

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Tying the Knot on Top-Notch Customer Service

A group of grocery stores is causing a stir in Chicagoland. Mariano’s, owned by the larger Roundy’s organization, moved into the Chicago market a few years ago and continues to gain fans. With the personalized service, outstanding selection and in-store cafe options, they’ve built a loyal following of customers. I didn’t have much experience with

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10 Critical Components of Successful Customer Experience Programs – and How to Prove Value

How to Create Measurable Impact and Win Support… No Matter Where You’re Starting

Friday, April 5, 2024

11 am ET | 10 am CT | 8 am PT