Trending Articles

Study: Greater Responsiveness to Reviews = Higher Ratings


In today’s age of customer reviews and online word-of-mouth, brand reputation is shaped not only by what a business says about itself, but also (and probably mostly) by what its customers are saying online about the business.


5 ways how not to use Twitter to complain (and 5 ways how you should)

Helen Dewdney

I hear all the time from people that they have successfully complained because they have used social media. Occasionally if used in the right way, your complaint is simple, the trader has a good social media team and the wind is in the right direction this may be the case.


Introducing the CCXP Exam Simulator


If you have ever met me, or indeed read anything I have written, it is extremely likely you will know that I am rather passionate about the Customer Experience (CX) Profession. In fact, anyone who comes in to contact with me via any means will almost certainly fail to avoid that fact!

How to Woo Your Customers

Happy or Not

What is happiness?

Customer Experience Transformation in Telecoms

Transforming CX: Critical success factors mobile operators are looking for.

More Trending

Are Businesses Overconfident in Their Omnichannel Customer Experience? Survey Says Yes


Businesses today know that they need to create an omnichannel customer experience to meet the needs of consumers, who are looking to engage with companies anytime and through any method (i.e., channel), they choose.

5 Ways to Keep Survey Respondents Engaged

QuestionPro Audience

Surveys are powerful tools that businesses rely on to learn the motivations of consumers and gain insight into their feelings towards brands.

ROI 14

Building a Customer Loyalty Program That Drives Brand Love


When was the last time you shopped for something that’s an everyday staple? Chances are, you found way more options than you needed and ended up choosing one at random. In today’s maturing marketplace, you aren’t the only one. In 2018, the vast majority of products on the market are pretty similar.

The State of Social Customer Support in 2018


Remember when social media was the young upstart of the customer care channels and voice was still king? Way back in the good old days of the early 2010s… It seems like a lifetime ago that we were asking ourselves how to handle customers in such a public forum.

The Ten Commandments of Customer Service

This cheat sheet covers ten fundamentals of customer service to help your business excel.

Customer Experience: The 5 love languages


The Five Love Languages by Gary Chapman explores how different people experience, express, and receive love. The original concept dealt with personal relationships, but customers have their own five love languages, too – all of which enhance the Customer Experience. Feeling valued. When companies make buyers feel like they matter people often feel safe with and connected to that business.

It’s All About The $$$ – How Much Money Can Chatbots Actually Save You?


Source: Alex Knight. It’s hard to remember a time when Chatbots weren’t a hot (albeit, polarizing) topic in the customer service and tech industries.


Delivering Great Service begins with a Spirit of Greatness!

Wired and Dangerous

Customers have changed! We know that customers’ expectations are higher than ever. Research we have reviewed suggests customer expectations have risen as much as 33% in a year!

Take These 3 Actions to Prevent Customer Experience Implosion

Customer Bliss

Customer Experience implementation within an organization is a major undertaking. It often involves multiple departments, and of course, the organization’s leaders and C-Suite.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

How to Show Up in “Businesses Near Me” Local Searches


More and more people are using their smartphones and computers to discover great businesses close to their location. Hence, the rise in popularity of “(business) near me” searches, such as the kind pictured below: Want to catch the attention of these “near me” searchers?

2017 Is Out, 2018 Is In – What Will Customer Service Look Like This Year?


Introduction. Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? The question isn’t new – after all, customer service is always changing.

The Robots are Here and There is Fear | Infographic

Michelli Experience

__. Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli. Save Save.

3 Customer Service Lessons from Oracle CloudWorld

Smarter CX

Oracle is hosting its CloudWorld events across the globe in cities like Mexico City, Shanghai, New York, and Sydney, showcasing the latest in cloud technology to professionals in functions like finance, HR, marketing, and customer experience.

How Does Customer Experience Impact Angry Customers?

Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.

A Day for the Worker


What’s better than a weekend? A three-day weekend, of course! Thanks to the federal holidays that fall on a Monday, seven times a year the banks close, retailers put out special ads, and some businesses even shut their doors and give their employees the day off.

Why #CX Transformations Fail

CX Journey

Image courtesy of Pixabay Do you feel like you're not making the progress in your customer experience transformation efforts that you thought/hoped you would by now? You started years (not months - it's a journey - it takes time!) ago, but you don't think your organization has evolved.

6 trends that drive today’s consumers


Date: Wednesday, February 14, 2018 6 trends that drive today’s consumers. Published on: February 14, 2018. Author: Olivier Njamfa Today, businesses know that they need to focus on constantly improving the experience they provide if they want to win and retain loyal customers.

Customer Centricity is MORE than Customer Experience

Michelli Experience

Recently, I’ve been talking with clients about a critical, albeit subtle distinction – so I thought I would share it with you. Frequently, you’ll hear these two phrases used rather interchangeably. The first is customer-centricity, and the other is customer experience. From my vantage point, the latter phrase (customer experience) is a subset of the former (customer-centricity). I think of it like this. Customer-centricity is a commitment or a strategy to assure the success of your customer.

5 Customer Satisfaction Templates You Can Use Right Away

Begin or improve your customer satisfaction program with these 5 ready to use templates.

5 Reasons to Attend Oracle Modern Customer Experience 2018

Smarter CX

Oracle is hosting its annual Modern Customer Experience conference April 10 – 12, 2018 in Chicago, with over 250 planned sessions spanning customer experience focus areas like sales, commerce, service, and marketing.


Why Digital Businesses Need Digital CX


Digital Transformation is such a buzz word today, the message comes through loud and clear from seemingly every keynote, panel discussion, article, or study related to how businesses can remain competitive and relevant as the world becomes increasingly digital.

Operating on Your Personal Assumptions Can Be Dangerous


Not long ago, I had a somewhat tenuous conversation with one of our suppliers. I mentioned to him that it took too long for him to call me back. This time it took three days. His response was, “I called you back the same week. That isn’t good enough?”. It’s not!

Your Quest for Survey Data May Be Hurting Your Company

Heart of the Customer

One thing we CX-ers have in common: we love our metrics. Go to any CX conference, and the room that’s filled to overflowing is probably talking about metrics. Metrics are comfortable for us.

Customer Experience Strategy: How to Measure the Immeasurable

Take a second to reflect on the brands you love. How do you go about creating an awesome customer experience strategy that works for your own customers?

Deliver Top-Line Experience and Make the Lives of Your Customers Better: An Exclusive Interview with Ms. Meera Iyer, Marketing Head, BigBasket

Customer Guru

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally.

How Fast-Growing ezCater Minimizes Agent Attrition in the Contact Center


Contact center attrition is one of the biggest challenges brands face. The continuous cycle of hiring and onboarding new agents and ramping them up to full productivity can cost a customer service organization roughly $10,000-$15,000 per employee. Then there’s the impact on service quality.

How to Protect Customer Data Rigorously so You Don’t Lose Clients Through Loss of Trust

CSM Magazine

When it comes to having a focus on customer service so you can make more sales and generate more referrals and testimonials, there are lots of different things you can work on.

Building a Brand with Customer Experience: Episode 19 of Experience This!

Smarter CX

? ? ? ?. Episode 19 of Experience This! – a customer experience podcast series – is now available. Listen here. Episode 19 summary: Listen and learn why customer experience drives your brand, the keys to building great customer service habits, and why so few brands are using CX to differentiate.

7 Steps to Elevate Your Customers' Experience

Learn how to walk through your customer's journey in order to improve their satisfaction and engagement