Blog & Resources

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5 Ways to Create a Better Customer Experience for 2016

Your customers are already evaluating the experience you are delivering. And they’re making decisions because of it. 89% of customers will decide based on customer experience in 2016. How can you create a better customer experience now to compete in this changing ...

Digital Moments of Truth: Are You Mapping the Micro?

How do you know if your customer experience is working? REALLY working? Analytics and data tell you part of the story. If the numbers go up, then you can believe things are working, right? And if the numbers tell you ...

Social Customer Care: What Every Marketer Needs to Know

We get asked a lot about how to help customers in the 24/7 always-connected world we live in. Customers turn to social media to get questions answered quickly, report issues about products, praise great service and much more. And yet ...

Your Worst Time is the Best Time for Customer Service Improvement

Your customer service stinks! Maybe. Maybe not. But how do you know? When you're in the trenches, dealing with the day-to-day tasks and inevitable crises that arise, wondering about customer service improvement  is probably not at the top of your to-do ...

Recruiting: The First Touchpoint

In the continuing webinar series "Customer Experience And..." I had a chance to talk about an often-overlooked first touchpoint: Recruiting. Brad Farris, Principal of Anchor Advisors and advisor to many small businesses, joined me in a discussion about why treating ...

Customer Experience And Search: New Rules

I had the privilege of hosting a webinar with Sean McGinnis about how search influences customer experience. Sean is a master of many things, and one of the most knowledgeable people I know on the subject of online search; he's ...

Recap: LinkedIn and the Customer Experience

  Thanks to some smart friends, I'm hosting a few webinars to tackle the subject of Customer Experience And... (Join me this Thursday as we tackle Search with Sean McGinnis: Register here!) Customer experience is such a big topic it ...

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