November, 2016

How smart brands measure customer intelligence ROI

Vision Critical

In our e-book The 10 Smartest Brands: How They Use the Competitive Advantage of Customer Intelligence , we reveal how companies like D E WALT, LinkedIn and Salomon engage with customers to make better marketing, customer experience and product innovation decisions.

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7 Top Tips to Create a Customer-Centric Culture 


As customer experience has become increasingly recognised as a thing of tangibility, so has the need to adopt and embed the skills and competencies that make managing it (customer experience that is) a reality.

Customer Delight: Do the Math!

Customer Bliss

Guest Post by Thomas A. Stewart and Patricia O’Connell, authors of Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight. SURPRISE AND DELIGHT. Surprise and delight” has become a mantra for customer experience.

Report 246

5 Ways Apple Proves They Really Care About Customer Service

Steve DiGioia

This original article was written by Steve DiGioia. There’s a reason why Apple is a leader in not only technology but customer service too. They actually provide the vehicle(s) needed to service their customers’ needs. It’s not based on what Apple wants but on what their customers’ need.

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.

More Trending

Thanksgiving & Your Business Year-Round {Infographic}

Michelli Experience

A 4-Step Plan For New Chief Customer Officers, With Donna Peeples – CB29

Customer Bliss

Episode Overview. Donna Peeples was the Chief Customer Officer at AIG — obviously a large company. Now she holds the same role at Pypestream , an enterprise mobile messaging platform. Pypestream is a much smaller company than AIG, currently existing in startup mode.

Surprises Await When You Pretend To Be Your Own Customer

Steve DiGioia

how else will you REALLY know what's going on? This original article was written by Steve DiGioia. Stop complaining about your customers. They’re too demanding; always have something negative to say and they look for discounts”. Well, have you ever tried to be your own customer?

Six new customer service tips to share with your team


Each week, I send out a Customer Service Tip of the Week email to my subscribers. Not a subscriber yet? Get it here.). It’s usually a reminder. The idea is to reinforce good customer service skills by starting each week with a specific tip to focus on.

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Customer Experience Transformation in Telecoms

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

Beyond a single number: How to add context to your Net Promoter Score

Vision Critical

Many smart companies use Net Promoter Score (NPS) to measure how well they’re meeting the needs and expectations of their customers.

Random & Unintentional Customer Experiences: an example from BT


If I am asked my opinion of the state of Customer Experience around the world, I make a number of rather bold statements. For example, I believe that whilst most organisations are now capturing and measuring Voice of the Customer in some way, the vast majority are measuring it incorrectly or badly.

From Online Search to Conversation and Then From Conversation to Sale {Infographic}

Michelli Experience

Do Your Employees Have “Grunt Eyes”?

Wired and Dangerous

This week we celebrate Veteran’s Day and we deeply thank all those who have served for their service! We both had the distinct honor and privilege to serve our country. Chip is a highly decorated Vietnam War veteran.

Survey 221

The Ten Commandments of Customer Service

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

8 Ways Great Service is Just as Special as Your BFF

Steve DiGioia

This original article was written by Steve DiGioia. As a kid growing up in Brooklyn New York I spent countless hours with my best friend. We were neighbors and always together. Whether going to the movies, playing ball or doing other “kid stuff”, we had great times together.

4 Ways to Hardwire Customer Service Success

Who's Your Gladys?

If you want to deliver strong customer service, it’s important to keep learning and improving. I’m personally committed to it so when my friend Lisa Mininni (President of Excellerate Associates) announced her two-day training about how individuals are naturally wired, I cleared my calendar.

Set a customer service culture with three steps to welcome


What a conversation! A British gentleman working in global logistics, his American entertainer wife who recently became a mother, an Australian event coordinator and me. Four different cultures – and different points of view.

Customer Engagement: a masterclass from United Biscuits


Anyone who knows me will tell you that I love a good story. Storytelling is such a powerful way of bringing theories and concepts to life – if you are good at it, the use of stories as a way of inspiring others is second to none.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

Connecting With The Need To Connect: Watching People Eat Online {Infographic}

Michelli Experience

Customers Today Crave Consistency!

Wired and Dangerous

Customers today are more powerful than ever! And they base the majority of their decision on where to spend their hard earned dollars on the customer service experiences they encounter.

Ongoing Ombudsman Omnishambles

Helen Dewdney

by Helen Dewdney, The Complaining Cow consumer blogger and author of How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results! and Marcus Williamson consumer champion and editor of

Be a Customer Experience Leader. Measure the Right Way.

CX Journey

Today I'm pleased to share a guest post by Martha Brooke of Interaction Metrics. Are you achieving your goals for the customer experience? If not, you’re probably not measuring in the right way. Learn what that way is.

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.

Time for a Customer Service Makeover?

Who's Your Gladys?

Does your customer service need a makeover? Even in high-end service environments, a seemingly tiny disconnect between a customer and a service provider can cause a customer to walk away from your business. Here are a few ways to minimize these types of service disruptions. It was a.

FANS or CUSTOMERS? Which do you need to have a sustainable business? The sad story of Leyton Orient Football Club


As a young boy growing up in London, and with a football loving father, I had the pick of a number of world famous clubs to become a fan of.

Sports 221

Voting for Over-Delivery: The Inspirational Power of Promises Fulfilled {Infographic}

Michelli Experience

My Thanks to You on Thanksgiving

Steve DiGioia

This original article was written by Steve DiGioia. Thanksgiving, the most American of holidays. Time to eat, time to drink, time to watch football. But also time to give thanks to those of you who have visited my blog, shared it with friends, read my articles, left a comment or two and subscribed.

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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 spot and avoid a fake electrical purchase

Helen Dewdney

Recently an investigation from Electrical Safety First revealed that one in six consumers had bought a fake electrical product as a Christmas gift in the past. The Charity found that the majority of people couldn’t tell a genuine from a fake electrical product.

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Saying "Thank You" - Today and Every Day

CX Journey

Image courtesy of _D.s.G._ How do you thank your customers? On this Thanksgiving week here in the United States, it's a great time to pause and give thanks for all of the good things in our lives. It's also a great reminder to say "thank you" to your customers, as well, now and throughout the year.

Two Very Powerful Words

Wired and Dangerous

As the Thanksgiving holiday approaches, we think it is appropriate to stop for a moment and reflect on how we show our gratitude. Thank you!” These are arguably the two most powerful words in the English language. Customers and colleagues love to hear and feel a sincere “thank you”.

Customer Experience Professionals: Why We Do What We Do


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?