Customer Experience Management posts, articles, and infographics

Work Environment Helps Create Company Culture

May 16, 2012 by Shep Hyken
with 18 views

The physical layout and design of workspace may not make your culture, but it does make a statement. Take advantage of the opportunity to make that statement, for both your employees and your customers. [read more]

A Tale of Two Facebook Pages – Macy’s & Nordstrom

May 16, 2012 by Srinivas Penumaka
with 34 views

As brands compete for every Facebook user to captivate them with their content, offers, promotions, contests, quizzes, several questions arise – are the overall brand strategies working? Are they winning? What specifically is performing the best? The worst? [read more]

11 Common Mistakes Small Business Owners Make

May 15, 2012 by Patricia Lotich
with 52 views

photo by: jomcleary

Mistakes are part of the learning process but when it comes to owning or running a small business some mistakes, made at the wrong time, could threaten the long term viability of the organization. Because of this, it is important to identify those things that should never be overlooked or neglected. [read more]

How Self-Service Kiosks Can help Companies Meet Corporate Goals

May 14, 2012 by Adam Snape
with 38 views

If you've ever been to an airport or bus terminal you've probably used a self-service kiosks before. Try to fathom how many human-to-human transactions have been eliminated through the use of just one ticket terminal at an airport. [read more]

You Can’t Have Engagement Without Inclusion

May 14, 2012 by Steve Curtin
with 86 views

Most company managers talk about the importance of an engaged workforce but relatively few do the real work of fostering an inclusive work environment—which requires authenticity, thoughtfulness, judgment, effort, and purposeful action. In a word: leadership. [read more]

You Don’t Have To Like Your Customers

May 14, 2012 by Steve Reeves
with 68 views

Image: Stuart Miles /Shutterstock

There’s no rule saying you have toImage like the people you sell to, but it helps a lot if they think you do. This sales story from the front line illustrates the point. [read more]

Customers Who Smile Get Better Service!

May 10, 2012 by Andy Hanselman
with 40 views

Customers who smile get better service! Well, that’s definitely the case if you go to a brand new vending machine that gives you a free ice cream when you smile at it! [read more]

Customer Intelligence and Innovation Process

May 8, 2012 by Gregory Yankelovich
with 67 views

Image:Andrea Danti /Shutterstock

I think simplification of customer experience in achieving the desired outcome is an ultimate goal of any product creator. In my opinion, the experience starts with the recognition that the product is a potential "candidate" for the "job" on hand, and continues from a process of acquisition of the product through different steps until the desired result is achieved. [read more]

Top reasons for connecting online? Information, discounts, and buying stuff.

May 8, 2012 by Maggie Fox
with 71 views

The study goes on to say that 61% of businesses think that their customers want to be part of a community. But simply being part of community is an insufficient value exchange for most consumers. Most people just want a deal. [read more]

How Easy Are You To Do Business With?

May 7, 2012 by Dave Brock
with 81 views

Image: iQoncept /Shutterstock

Are you making it easy for your customers to do business with you. What about your phone systems, your email, your contracts? [read more]

Social Media and Automation: Right or Wrong?...'Yes.'

May 6, 2012 by Allen Mireles
with 211 views

Image courtesy of author's blog

The question of social media and automation has come up a lot recently. Is using it right or wrong? I say yes. Both right and wrong, depending on how you use the automated tools, on what you are trying to do, and who you are trying to do it with. Social media can be a time suck. There’s no getting around it.It takes time... [read more]

Customers and the Numbers that Really Matter for Your Business

May 5, 2012 by Debra Ellis
with 92 views

Image courtesy of the author's blog

Creating benchmarks that work to grow your business and improve profitability along the way requires an intimate knowledge of your company, customers, and team members. Your competitors’ metrics choice rarely matters except to provide fodder for bragging rights. If they have 10,000 Facebook followers and your company has 100,000, it may... [read more]

Customer Experience Food for Thought

May 4, 2012 by Becky Carroll
with 75 views

But this great experience is not always happening, is it? The results of the mis-steps in this area are not positive for businesses. According to the new American Express Global Customer Service Barometer, more than nine in ten Americans (93%) say that companies fail to exceed their service expectations. [read more]

Dump Your Social Media Strategy; it’s not Customer Service

May 4, 2012 by ChristineCrandell
with 176 views

Photo: roohimoolla

With each new tool introduced, like Pinterest, companies rush to get onboard without thinking about how it fits into their business strategy or customer expectations. Too bad all that time has been wasted. [read more]

Customer Recovery: Guarantees and Communication

May 2, 2012 by Shep Hyken
with 82 views

Image: archidea /Shutterstock

Jeff shared an email exchange that is worth featuring in an article. One of his customers had a problem. Read the email and you’ll be… amazed. What would the world be like if all problems or complaints were handled like this? [read more]

Smart Customers Abandon Stupid Companies

May 1, 2012 by Bruce Kasanoff
with 211 views

The gap between smart customers and stupid companies is growing by the minute. [read more]

If You Don’t Know Where You Are Going, Any Road Will Get You There

April 29, 2012 by Dave Brock
with 65 views

Photo by Double Feature via Flickr

A well known saying, “If you don’t know where you are going, any road will get you there.” I’d like to add a corollary, “It helps to pay attention to the signposts.” Yes, this is a post about establishing and executing plans. Whether it’s a plan to win a deal, to make a high impact sales call, to maximize your... [read more]

The Secret to Customer Service in Social Media

April 28, 2012 by Chris Dessi
with 289 views

Image by ijustwanttobeperceivedthewayiam via Flickr

Last night – or more accurately, this morning at about 1 a.m. I was having a slight panic attack. I’m in the midst of compiling content for a speaking engagement on May 3rd. I’m also launching a new company and I don’t have business cards for the event I’m speaking at- yikes. So seven days ago I used a service called... [read more]

Customer Service: The Second Pillar of Social Media

April 27, 2012 by Debra Ellis
with 155 views

The need for a good customer experience is well known and easy to declare. Identifying the specific characteristics required to meet people’s expectations is much harder and changes over time. [read more]

Growing Mind Share = Growing Sales

April 25, 2012 by Todd Schnick
with 38 views

Mind Share; the percentage of a person’s brain cycles dedicated to some topic. For a sales professional, it’s the percentage of a customer’s brain cycles focused on the value your products/services can provide.The higher your mind share gets, the more you sell.So measure Mind Share!!!Now an intriguing question… Is your average mind... [read more]