Self-Inflicted Wounds: An Open Letter to Delta Air Lines and American Express


Dear Sandeep Dube , Vice President – Delta Air Lines (Customer Engagement & Loyalty). CC: Denise Pickett , President, U.S. Consumer Products & Services at American Express; Edward Bastian , CEO, Delta.

The Secret to Winning in Today’s Marketplace


Customer Experience Growth Strategy

An Employee First Culture Risks Becoming Internally Focused and Externally Irrelevant


Which comes first, customer or employee experience? This may sound like the proverbial “chicken or egg” question. Both promise greater employee engagement and enhanced financial performance. Many companies are underperforming on both.

Customer Anchored Organizations Win


It seems no matter whom I am talking with in business lately, a key theme is that customer expectations are higher and changing more rapidly than ever before. And as a result, the difference between winners and losers is becoming more dramatic.

Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

5 Ways to Drive Better Performance Through Your Customer Experience


Customer experience has become a hot topic. Industry and company experience ratings are published. A vast array of outside resources are suddenly available to help organizations understand and improve their customer experience.

A Bold Leader Self Assessment on Customer Experience


Every day I work with bold leaders to align the decisions they make and what they do every day to what customers value. Because of this I’m forced to ask this one question at least once a day: “Is your customer experience costing or making you money?” Most don’t know.

32 Customer Experience Measurements Every Bold Leader Should Know


Every organization, no matter what you do or who you do it for, has a customer experience that can either earn you or cost you money.

Can You Be Product and Customer Experience Driven at the Same Time?


Are you familiar with the phrase, “the best of both worlds?” In my personal life, I’m constantly tempted to make decisions that combine multiple things I like. For instance, when I’m out to dinner – I often think, why not recommend that my dining companion order my second choice on the menu.

Customer Experience Transformation in Telecoms

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

Why Map an Ideal Customer Experience?


Like the old cliché “If you don’t know where you are going, how will you know if you get there?” there is a benefit for everyone in your organization to have a clear, unclouded vision of the point on the horizon to which you are aiming. In the cliché the risk is overshooting the target.

How Bold Leaders Stay One Step Ahead of Customers


You’re doing the right things. You’ve chosen your target customers wisely and found a set of needs you can solve for them better than anyone else can. People and teams across your organization are doing their best to make daily decisions that meet or exceed the requirements your customers value most.

Do the Republicans and Democrats Have a Customer Experience Problem (Forbes)


Aveus Partner, Linda Ireland, recently became a contributing author at Forbes.com with her first post, Do Republicans and Democrats have a customer experience problem? A timely post on Forbes.

Improve Customer Experience with the Help of These 4 Teams


When we talk about customer experience, many of us think about support. We think about the touchpoints between customer and business when the customer needs help buying or using a product. These interactions make up part of the customer experience, but not all of it.

How to Start Improving CX in the Real World


I’m often asked how or where a company should start improving CX. While the answer may be a little different for everyone, it’s critical to start out right! However, very few leaders take a realistic approach.

How To 505

The Ten Commandments of Customer Service

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

What's in Your #CX Budget?

CX Journey

Image courtesy of Pixabay What's in your customer experience strategy budget? Traditionally, customer experience professionals have no budget.

Companies showing great CX in the wake of natural disasters

Customer Bliss

Uncovering the “why” delivers higher research ROI for CX leaders

Vision Critical

Note: This article is part of our ROI Matters series , which explores the value of research ROI to C-suite executives and leaders in product innovation , customer experience, marketing and customer insight. . It’s not enough to treat the symptoms of an illness—you need to understand the cause.

ROI 208

Mastering the Public Apology: The Most Epic Apology Letters of Our Time, and What Your Business Can Learn from Them


rawpixel.com. From Papa John’s NFL apology to Louis C.K.’s s apology (or non-apology ) for sexual assault; brands in every industry are learning that the apology letter is an extremely difficult art form to master.

Video 376

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

Develop and Commit to a Set of Core Values to Elevate Customer Experience

Customer Bliss

Last month, Forrester released a new report, “ Predictions 2018: The Crisis Of Trust And How Smart Brands Will Shape CX In Response, ” and it was a great read – it confirmed many of the things that myself and other CX experts alike have been touting for years.

Do You Need to be Assertive to Provide Great Customer Service?

Steve DiGioia

…here’s 7 ways to get you started This original article was written by Steve DiGioia. You still haven’t learned how to speak up, huh? Maybe you’re just afraid of confrontation? I know, you don’t want to offend anyone, right?

Customer V Owner – Who wins? You decide! (in other words, is the customer always right?!)


I am very lucky to live in a beautiful city in the North West of England. Yes… I am not actually there as often as I would like, but when I am, I do not take for granted that my children are being raised in a lovely environment.

Why Going to a Baseball Stadium Is About More Than The Game


Fans expect more than a win when they go to a baseball game, and that is evident when it comes to the New York Yankees. While the Yankees are one of the most successful sports franchises in history, Yankee stadium is rated No. 26 out of the 30 baseball stadiums in Major League Baseball.

Sports 402

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.

Customer Effort: How to Make Things Difficult for Customers, by Premier Inn


This is the not the first article I have written about the subject of Customer Effort. In 2014, I wrote a story that still makes me break out in a cold sweat today. On that occasion, Vauxhall provided the case study to bring Customer Experience ‘theory’ to life. You can read the story here….

How To 381

How to Use Continuous Improvement Strategies for Customer Experience Improvement


In this day and age, all companies who want to get an edge over the competition must embrace customer experience continuous improvement as a strategy to ensure their customers receive great customer experiences.

Are Moments of Truth Really Worth All The Fuss?

Steve DiGioia

how a single interaction can ruin the entire customer experience This original article was written by Steve DiGioia.

The importance of customer culture – an interview with Chris Brown


This year, Ian Golding (that’s me), will officially become the author of a book. A lifetimes ambition, I am beyond excited!! However, I would never have got to the point of being on the brink of achieving my ambition without the support of many people.

5 Customer Satisfaction Templates You Can Use Right Away

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

How to Create the Perfect Customer Satisfaction Survey: Questions, Tips & Templates


Running a successful business requires more than just a great product — it also means that you need to please your customers and ensure their satisfaction. However, knowing whether or not you are delivering service that meets their expectations can be difficult if you don’t reach out to them.

Why Are Customers So Rude, Stupid, Entitled? (Or Important!)


Many of you will be familiar with Google’s autocomplete feature – the suggested phrases which pop up when you start to type in a word or phrase, based on phrases other people have searched for.

Listening to Customers Tells You Everything You Need to Know… - Transforming the Customer Experience

Kristina Evey

LISTEN to your Customers. Listening. We all know how to do it… but few know how to do it well … and it could be driving your customers away if you don’t do it well. Listen well and you’ll increase sales and customer loyalty.

Customer unhappiness and how to create it. A masterclass by Emirates


Before I even start this article, I must make it clear that Emirates are not the only airline to make customers unhappy. In fact, they are far from being alone in any industry around the world at creating masterclasses in customer dissatisfaction.

Hotels 183

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?

Lessons From Leaders At Brands Where CX Is Working


I’m always curious about what makes leaders of customer experience and transformation projects invest in what’s new. Oracle , in its recent “ CX FACTOR PROGRAM ” has done much of that research for me (and for you).

Brands 367

How to Set Goals & Build a Strategy to Drive Customer Experience Improvement


Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Nowadays, having competitive prices and bombarding customers with advertisements and offers is not enough.

Christmas Gifts For Customers: 7 Thoughtful Ideas To Say Thank You


Christmas is coming, and in the spirit of the season of giving, it’s a great time to show your customers how much you care about them with a gift or token of your appreciation.

Tips 329

Taking Ownership – key to the success of your approach to Customer Experience


As we head into the middle of September, as many people are reaching towards the back of their wardrobes to find their winter jumpers as are looking for their shorts and t-shirts.

7 Steps to Elevate Your Customers' Experience

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