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By Eldon Phukuile | Eldon Phukuile's Customer Experience Magazine

Customer Service or Lip Service?

Remember the "old days" when you could buy a product and count on competent service after purchase? Doesn't it seem that those days are long gone? Instead of customer service, most customers get lip service. And, what comes out of those lips are insincere clichés that "customer service" reps must …

Customer Service

How a Great Customer Experience Is Really Delivered

Any company with committed leadership can deliver experiences that create value for customers, colleagues and shareholders, if they adopt these …

USAA Leads Credit Cards in Customer Experience

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of …

Customer Experience

CX Journey™: The 7 Deadly Sins of Customer Experience

The 7 Deadly Sins of Customer Experience

Is your company committing the 7 Deadly Sins of customer experience?

Recently, my kids asked me about the 7 …

Customer Experience

Is the Company's Loyalty to the Customer Temporary?

This article might be perceived as a rant, but stay with me because I think you will agree there is a very valid point and lesson at the end. I’m …

Flying

Service Olympian Customer Experience Award UAE 2015

Service Olympian 2015
Customer Expereince Awards

FREE TO ENTER

Entry open to all business sectors and all business types
including Government and …

Customer Experience

Which Customer Service Metrics Matter Most?

Data analysis is an important part of maintaining excellent customer service, but is there such a thing as too much data? Many businesses make the …

Customer Service

15 Ways to Build Employee Efficiency

Are your employees working hard, working smart, or both?

In the last two months, I’ve written about employee effort and employee empowerment. This …

Root Cause Analysis

The 5 Must Have Customer Metrics

5 Trends Shaping the Digital Travel Customer Experience (Infographic)

The travel industry is one of many that have been disrupted by digital innovations. More consumers are turning to online marketplaces to review their …

Trends

Lexus and Toyota Lead Auto Dealers in Customer Experience

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of …

Customer Experience

We asked ten experts for tales of customer experience gone wrong—and learned some valuable lessons

Avoid the pitchforks

With so many ways for customers to assail your business, it’s more important than ever to protect the entire customer experience. …

Customer Experience

[Survey] The customer experience in the digital era: how well are luxury brands doing? | L'Atelier : Accelerating Business

Innovation transcending mere ‘customer service’

So how can digital tools help to boost luxury brands? Luxury brands are already well-known for their …

Luxury

How to Create a Modern Customer Experience

Before smartphones and videoconferencing became mainstream technologies, the contact center customer experience was fairly straightforward. Most …

Customer Experience

Understanding Customer Experience

Anyone who has signed up recently for cell phone service has faced a stern test in trying to figure out the cost of carry-forward minutes versus free calls within a network and how it compares with the cost of such services as push-to-talk, roaming, and messaging. Many, too, have fallen for a …

Customer Experience

Top Factors Impacting Tomorrow’s Customer Experience

According to IDC Worldwide Retail Predictions, CIOs will make omni-channel integration technology a top investment priority this year. They will do …

Customer Experience

Bridging the Broken Pieces of Customer Experience

The script has been flipped. Today, customers have total control of the buying process, and many traditional beliefs about customer loyalty and the …

Customer Experience

Salesforce tweaks journey mapping tools for a new consumer outlook

Version 2.0 takes a more holistic approach to customer experience

Salesforce has launched a new version of its cross-channel marketing suite that …

Salesforce

Marketing Chart: How a customer experience #fail affects brands

by Daniel Burstein, Director of Editorial Content

In a survey of 947 customers, SDL asked customers about a customer experience failure with a …

Social Media Marketing

Forget About Solving Every Customer Experience Problem

If you've bought into the hype that you need to have a perfect customer journey and that you need to solve every problem, then what I'm about to …

Customer Experience

The Iron Triangle of Customer Experience

You probably already got the memo that customer experience is the new competitive battlefield. In fact, I’d argue that customer experience is fast …

Customer Experience

Every interaction is a ‘Moment of Truth’: why your customer experience strategy is so important

CX or Customer experience is the foundation for success in any business and customer-centric businesses who manage to evolve, despite a continually …

Customer Experience

3 Ways To Tap Into The Emotion Of Customer Experience

“Unmemorable.” This is the word that should keep every CEO up at night. Is your customer experience forgettable? Your customers are feeling, sensing beings in a world where people are increasingly desensitized to the messages around them. That means your company must be more creative in making …

Emotions

Email Marketing for Nonprofits: Communicating value proposition

We generally think of only companies or campaigns having value propositions — why a company exists or a marketing campaign will be successful. For …

Marketing

Five Steps to Uncovering the Real Customer Experience Journey

This post comes from chapter 8 of MaritzCX’s new book Customer Experience is Your Business. Download the free ebook here.When I was growing up, a …

Customer Experience

5 Important Softwares to Improve Customer Experience

When Bain & Co. examined 326 firms, they found that 80% of the customers believed that they delivered “superior customer service” but only 8% of the …

Customer Service

Do Your Customer Service Policies Show You Trust Your Employees? 5 Strategies to Consider

I’ve got a pet peeve when it comes to customer service policies. It annoys me to no end when front-line employees have to get a manager’s approval …

Customer Service

Google+ Hangout with CX Experts: Metrics, Measurement, and ROI

Customer experience set to lead to “significant business model changes”

Gartner’s Customer Strategies and Technology summit is in full-swing this week, and as part of the festivities the research firm has released its …

Business Model Innovation