Tags » Customer Experience

Weekly CRM Roundup: Achieving Social Selling Success

Welcome to our roundup of customer relationship management (CRM) industry news from across the web. This week’s roundup will revisit the some of the same… 468 more words


Made to stick 4: within 1 minute Apple's wow strategy is gone

Every week I’ll post an easy to use and “no budget” tip to improve business. My challenge is to get my message clear in 30 seconds reading time. 465 more words


The 7 characteristics of the customer of 2015

The one constant in customer experience is that consumer expectations are continually rising. This means that even the most respected brands and their customer service teams need to be always alert in order to innovate and respond to changing market conditions. 576 more words

Customer Service

Three ways your employees engage your Customers

Customer Engagement is a contact sport - When dealing with Customers face-to-face, there are three ways employees can engage with Customers: incidental contact, secondary contact, and primary contact. 347 more words

Customer Service

Multi-channel customer service: Survival of the fittest

The aim of multichannel customer service is to provide customers with options for how they would like to communicate with a brand if they have a query or a complaint to make. 474 more words

Call Centre

£116 billion - the true cost of bad service

Poor service costs UK brands £116 billion every year. That’s the headline figure from new research from Accenture, which found that over half (53%) of British consumers had switched provider in at least one industry in the last twelve months. 491 more words

Customer Service

Is Experience Blindness The Default State of The Business World?

Is the default condition of showing-up and operating in the business world that of experience blindness?  Is the reason that so little progress has been made by so many on customer experience due to this experience blindness?   1,013 more words

Customer Experience