How to Become a Leader in Customer Experience | Driven to Delight

Michelli Experience

There are leaders, followers, and…well people who just get in the way! Which are you? In business today, it takes leadership to build a business that consistently engages customers.

What makes the the worlds #1 Customer Experience brands?


As I quite literally travel the world talking, listening and working with individuals and organisations who have an interest in Customer Experience, I am regularly asked who the world’s ‘best’ Customer Experience brands are. ‘Who is good at CX?’ ’ is a pretty typical question. It is a good question to ask and one that I […].

Brands 140

Customer Experience Is… What, Exactly?


The following is a Best of 360Connext post. What is customer experience? According to Wikipedia, it’s this: Customer experience ( CX ) is the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier.

Big or Small Customers, Which is More Important?

Steve DiGioia

do you take better care of the "big guys"? This original article was written by Steve DiGioia. We must nurture each customer as we do each flower in our garden.

Customer Experience Transformation in Telecoms

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

More Trending

The Customer Is Not Always Right: 5 Tips to Help You Say “No”


We’ve all been there: a customer wants you to ship a product in a color that you’ve never even heard of before, or demands a refund for a subscription they’ve been enjoying for seven months already.

Tips 117

The Next 5 Strategies for Ramping up Customer Engagement

ICC Decision Services

In our previous post about strategies to ramp up customer engagement , we suggested the following ways to engage customers during the holiday season: Personalize customer experience with mobile technology. Gamify shopping experience by introducing tools that will interact with shoppers.

Seven technologies to improve customer service in SMBs


Which technologies really can improve customer service? We’ve compiled the opinions of John Goodman, a leading customer experience researcher and author of Customer Experience 3.0:

Speed isn’t everything: what to measure when scaling your support team


Scaling up your customer support team means you not only need to hire more staff to handle the increase in volume, but you’ll also want to measure performance and results from your current team, to ensure they’re working efficiently and to their full potential. Speed is easy to manage and measure.

The Ten Commandments of Customer Service

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

Taking Care of Loyal Customers

Wired and Dangerous

And as new customers become long-term customers, their worth increases—they buy more, spend more, advocate more, and generally are less expensive to serve since they do not require customer training when they deal with you.

Customer Service; Customer Experience; Customer Centricity – what is the difference between them?


It is difficult to deny that these three terms are becoming increasingly visible in the language of business: Customer Service. Customer Experience. Customer Centricity.

Leveraging the Concept of G.L.U.E. to Improve the Customer Experience


Gartner released research that showed by 2016 that 89% of companies will compete mainly on the customer experience they provide. To demonstrate how the experience has grown in importance, that number was 34% back in 2011.

3 Ways Customer Service is Worse Today

Steve DiGioia

how I miss the "old days". This original article was written by Steve DiGioia. Service, in all its forms, has changed drastically from the ways our parents, and I, have been brought up with.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

Is the Customer Experience Really Everyone's Job?

CX Journey

Image courtesy of Nikolai Berntsen Is it really everyone's job? Pundits and experts alike say that customer experience is everyone's job.

Handling Challenging Conversations with a Customer Service Focus

Who's Your Gladys?

It isn’t always easy to keep customers happy. Your ability to handle challenging conversations can make the difference between forming a stronger customer relationship and sending them to your competition. These six communication skills can help you create connection when conversations get heated.

Ten Aptitudes of a Successful Customer Leader

Customer Bliss

A successful Chief Customer Officer/Customer Leader can: Bring folks together who don’t normally work together. Establish clarity out of the complexity that surrounds who does what on projects for “customers.”. Break the work into manageable chunks so that it doesn’t get abandoned.

Customer Satisfaction Versus Customer Loyalty


If your business sells goods or services online, then you know that nothing beats having a new customer visit your website and then make a purchase. But, the sale is just the beginning of the journey with your new customer.

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.

Intelligent Experiences: Where CX Meets Tech


From the 1970s through the 1990s, customers’ experiences evolved quickly with the introduction of technology like ATMs, CRM systems,touchscreen kiosks, and interactive voice response systems. Companies were the early adopters.

What you can learn about customer service from Marc Benioff


Marc Benioff is a tech geek, a communications expert, an inspirational speaker and a philanthropist. Arguably, the real secret to his success is his ability to communicate. Anyone who’s been to Dreamforce will know exactly what I mean.

Why great customer service is important for every part of the business


Every company will tell you customers are their #1 priority, but few “walk the walk” when it comes to delivering the kind of remarkable service that keeps customers coming back for life.

Keeping Up with Customer Insight

Wired and Dangerous

The campaign season is in full swing! Spend a few minutes listening to the scream of the media and you learn, according to some pundit, that every candidate is a saint, insane, or Satan. The unemployment rate might still be high, but political fact checkers seem to be on the job and busy.

5 Customer Satisfaction Templates You Can Use Right Away

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

Voice of the Customer: It’s Time for a Global Customer Experience Wakeup Call


I often have to remind myself that I am in a privileged position in my chosen profession. I am privileged because a multitude of organisations welcome me in to their inner sanctum to help them in their quest to become more customer centric.

3 Lessons re: Design Thinking and Customer Delight


Fall in love with the problem, not the solution. The mantra among leaders of the software company Intuit is to fall in love with the problem, not the solution.

Would You Do THIS For Your Customer?

Steve DiGioia

what sets you apart from the competition? This original article was written by Steve DiGioia. When I was just a young lad I remember when my mother bought her first car, a 1970 Ford Maverick. It was white with a red plaid “Landau” roof; just a fancy term for a car roof style with a layer of vinyl.

How To 129

The 7 Deadly Sins of Customer Experience

CX Journey

Is your company committing the 7 Deadly Sins of customer experience? Recently, my kids asked me about the 7 Deadly Sins; I don''t remember how the topic came up, but when they ask, I answer.

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?

7 Ways to Become a Tour Guide to Service Excellence

Who's Your Gladys?

After ten amazing days in Italy my passion for customer service is stronger than ever. During the trip, my husband had one request, “No work on vacation!” I tried… really …but I kept finding myself taking notes.

6 Building Blocks to the Perfect Complaint Response Plan


This guest blog was written by mplcontact, a UK based contact centre solutions provider. We’ve all been there. Many a moment of business well-being has been tarnished with the news of a complaint being lodged against you by an unsatisfied customer.

7 Steps to Turn a Complainer into a Loyal Customer


“Whatever is begun in anger ends in shame.” — Benjamin Franklin. As much as we hate to admit it, we’ve all been there. Anyone who has ever worked in customer service to any capacity has had an angry customer bark them down at one point or another.

Build a Customer Room and Engage the Company

Customer Bliss

Using the Customer Room to drive monthly, quarterly and annual accountability is one of the most robust actions that we have been using to align leaders and drive a different kind of taking action. The Customer Room is a tangible depiction of the current customer journey.

7 Steps to Elevate Your Customers' Experience

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