Emotional Customer Experience

By Eldon Phukuile | Eldon Phukuile's Customer Experience Magazine

The Future of Customer Insights

7 Signs of a Bad Customer

It's important to recognize the customers that will cause you the most problems.<p>Over my many years of selling to and servicing customers small and large, I have identified patterns in customer behavior that indicate they will be more difficult to work with than you bargained.<p>7 such signs include:<p><b>1</b> …

Customer Experience Measurement | Mystery Shopping | Mobile Surveys | Online Reporting

Multiple reporting options cater to different business requirements.<p>Reporting through application and through dedicated web-interface. Works on any …

Customer Experience

7 Questions to Improving Customer Retention

Identify what you need to do to retain more customers, and therefore reduce the cost of sale.<p>Attend this webinar to:<p>Learn how you're performing …

Customer retention

Customer Focus Competency Recipe Cards In Action

This will be a shorter post as it’s been a crazy week. (Aren’t they all?) First things first: I hope you’ve been checking out my podcast. We’re up …

Duct tape

10 Silos Impact Customer Experience

Does your business have a silo detective? This might be the highest-ROI effort of your customer experience council, chief customer officer, chief …

Customer Experience

Jeanne Bliss - What Are Your Customer Experience Bookends?

How To Create A Brand-Defining Customer Experience

Customer experience is the next battlefield for brands. Those that get it right, will not only create long-lasting customer relationships but will also earn a significant competitive advantage over those that solely compete on product, price or promotion. On the other hand, companies that do not …

Customer Experience

CX Journey™: How Emotions Impact Customer Experience

How Emotions Impact Customer Experience<p><i>Today I'm pleased to share a guest post by Vit Horky of Brand Embassy.</i><p>Isn’t science awesome? As Bill Nye said, …

Customer Experience

The 17-second customer experience strategy

I’ve been doing customer experience strategy and customer-facing, customers-as-growth-engines work for north of 30 years now. I’d never claim in …

Customer Experience

Is The Customer Experience All It's Cracked Up to Be?

A Snarketing post by <b>Ron Shevlin</b><p>Considering the number of times the term “customer experience” is used in business circles every day — and often …

Customer Service

Uncovering CX in China: They're Ready, Are You?

As a Customer Experience consultancy, Beyond Philosophy, we have worked in China on a few occasions. We learned a few things about what to do and …

Asia

'Customer Experience' Is Today's Business Benchmark

Not so long ago, every business assumed that the keys to success were the highest quality product, the best value for the buck, and the best customer service. Now all we hear about is providing the best “customer experience.” Exactly what is that customer experience that every modern marketer is …

Customer Experience

Innovative Solutions Build Powerful Customer Experience at The Container Store

Staying on top of rapidly changing technologies to effect positive behavioral change in loyal customers is one thing, but to leverage this in a …

Do You Accept the Order and the Responsibility? 301 #CX #CCO https://t.co/yCuWmIyyu5

It's Easy! How To Attract Customers.

We all know that internet consumers have the attention span of a flea. If something doesn’t immediately grab their interest, they’re likely to be off …

Customers

Framing the 5 Customer Experience Competencies

To make customer experience stick as part of your operation, you need an organized and phased approach for integrating customer experience into your …

Resources To Prepare For Your CX Certification

I’m extremely proud to be a Certified Customer Experience Professional (CCXP). One of the reasons is that this certification encourages CX …

Certification

Customer Experience in Healthcare, With Natalie Schneider – CB012

<b>Episode Overview</b><p>Welcome to Episode 12 of <i>The Chief Customer Officer Human Duct Tape Show</i>. In this edition, my guest is Natalie Schneider, the Vice …

Customer Experience

What Defines Your Experience? 301 #CX #CCO https://t.co/TgALiVoGGf

Customer Experience Managment Prevents Process Silos

Customer journey mapping is an eye-opener about process gaps — especially when it spans the end-to-end customer life cycle. It’s the job of customer …

Customer Experience

42% of tech CEOs say customer service improvements have driven most wins

Whilst many of us value engagement with customers, until recent times it’s not always been seen as a strategic requirement at board level in many …

Customer Service

How to Say “Sorry” in Customer Experience Failures

Saying “sorry” is not admitting defeat. It’s admitting you’re human. Customers like that.<p>Beloved companies regularly practice this important peace …

Customer Experience

How to Deliver an Exceptional Customer Service With Your Contact Centre | Customer Experience Network

<b>The trends and challenges impacting contact centre people, processes and technology, illustrated with case studies and in-depth Interviews with</b> …

Customer Service

Customer Experience Lessons for Start-Ups, With Lesley Mottla- CB011

<b>Episode Overview</b><p>Lesley Mottla was part of the senior leadership team that helped build Zipcar, a disruptive force in its industry. Now she has a …

Customer Experience

How Fidelity Embedded Customer Experience Across the Business, With Parrish Arturi [CB9]

<b>Episode Overview</b><p>In this episode, I have the pleasure of speaking with Parrish Arturi. Parrish is the SVP of Retail Service and Experience Delivery at …

Customer Experience

CX Journey™: Customer Experience and the Bottom Line

Customer Experience and the Bottom Line<p><i>Image courtesy of dizzycage</i><p><b>Still trying to show executives how your proposed customer experience improvement</b> …

Customer Experience

A Big Trend in Customer Experience (CX): Convenience

Competitive Strategy<p>What is one of the most valuable commodities in the world? Time!<p>There is an old saying that goes something like this: “If you …

Customer Service