This site uses cookies to improve your experience. To help us insure we adhere to various privacy regulations, please select your country/region of residence. If you do not select a country, we will assume you are from the United States. Select your Cookie Settings or view our Privacy Policy and Terms of Use.
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Used for the proper function of the website
Used for monitoring website traffic and interactions
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Strictly Necessary: Used for the proper function of the website
Performance/Analytics: Used for monitoring website traffic and interactions
'The role of customer service manager means keeping both customers and employees happy. Having the right educational background and skills is a good start. But learning about your team and what makes them more effective is a priority. These suggestions will get you moving in the right direction to building an award-winning customer service team that consistently keeps their customers raving positively about them.
In yesterday’s blog, I discussed how Maritz Research has been studying the emotional side of customer experience over the past couple of years. I tried to highlight findings that clearly indicate it is essential for companies to understand and try to manage the emotional aspect of customer experience. Emotions are powerful drivers of customer decisions.
'When you fall in love you gladly go the extra mile for that special someone every time. Everything you do, are, and want to be is what will make that special person truly happy.
Your financial statements hold powerful insights—but are you truly paying attention? Many finance professionals focus on the income statement while overlooking key signals hidden in the balance sheet and cash flow statement. Understanding these numbers can unlock smarter decision-making, uncover risks, and drive long-term success. Join David Worrell, accomplished CFO, finance expert, and author, for an engaging, nontraditional take on reading financial statements.
'Last week we wrote about a bank that has exceptional customer service in our post “ How to Amaze Banking Customers: A Simple Story ” This week we are going to focus on a story that happened right in @PeopleMetrics Twitter feed. I had read an interesting article on Barclays Kenya ''s refocused customer experience efforts. So naturally, I pulled up Twitter and fired off a tweet at the bank, curious to know what their customer experience efforts were behind the scenes.
“My clients get paid for making successful decisions. My job is to provide the insights that increase the probabilities that they will make better decisions.” — Frank Pleticha. Frank and I reconnected recently. He had helped Aveus with our own customer experience research efforts some years ago and also assisted us on client work. Then we lost touch.
Sign up to get articles personalized to your interests!
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
“My clients get paid for making successful decisions. My job is to provide the insights that increase the probabilities that they will make better decisions.” — Frank Pleticha. Frank and I reconnected recently. He had helped Aveus with our own customer experience research efforts some years ago and also assisted us on client work. Then we lost touch.
'It’s the nightmare scenario no business manager wants to experience: admitting your company has been the target of a data breach. Unfortunately, it is a situation many businesses may have to deal with at some point. The Identity Fraud Report published by the strategy and research company Javeline reports that 13.1 million consumers were the subjects of identity fraud in 2013 , with data breaches pinpointed as one way criminals access private information.
In yesterday’s blog, I discussed how Maritz Research has been studying the emotional side of customer experience over the past couple of years. I tried to highlight findings that clearly indicate it is essential for companies to understand and try to manage the emotional aspect of customer experience. Emotions are powerful drivers of customer decisions.
'Customer experience vs customer service: a war of words? The debate rages on between supporters of customer experience and fans of customer service. The former argue that customer experience is holistic, it covers the whole range of interactions between the company and its customers, pre-sale, during the sale itself and post-sale. In their vision, they reduce customer service to processes put in place when clients need problems fixed or when they wish to notify the company of their new address.
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
'Perhaps the most repeated complaint when having to deal with poor customer service is the need to keep calling back when something is wrong with a product. Most of us want to think problems should be resolved with the initial contact; at the very least let’s get our complaint directed to the department in charge. Too often however, it becomes a litany of bad experiences, repeated phone calls, and thus the eventual loss of brand loyalty and business.
'Today, customer experience is at the forefront of company strategy across industries worldwide. Customer journey mapping is universally seen as an ideal starting point to understand your business from your customer’s perspective, collect voice of the customer and other evidence, and put it all in one place.
'What company doesn’t want to be customer-centric? It’s highly unlikely that any executive wakes up in the morning and makes a statement along the lines of – “Customer-Centricity is not important to us and we shouldn’t consider it!”. That said, to move beyond the lip-service that is so evident around this topic/set of capabilities requires both courage and a commitment to a transformational journey.
In yesterday’s blog, I discussed how Maritz Research has been studying the emotional side of customer experience over the past couple of years. I tried to highlight findings that clearly indicate it is essential for companies to understand and try to manage the emotional aspect of customer experience. Emotions are powerful drivers of customer decisions.
What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
'THE INTERNET OF THINGS enabling your fridge to talk to your kettle to talk to your spouse MOBILE EXPERIENCE which allows consumers to do everything on the move and may well help to solve the obesity crisis if only people can develop skinny fingers PREDICTIVE ANALYSIS means brands know what customers are going to do before they know it themselves (scary!
'How do you make your customers stay with you for the long haul? Through the magic of customer service. These 4 tips make sure you''re sticking to what works.
'With happy customers comes repeat business, referrals, and of course loyalty; all adding to a customer oriented culture that ultimately places an organization as being more popular and valuable. The customer-centric legend, Zappos, an e-retailer with a unique approach to selling shoes and a variety of other merchandise, focuses its culture on pleasing the customer at a personal service level.
You’ve succeeded at putting a crack Customer Success team in place. They are showing results to your bottom line, adoption is growing and trials are converting. It’s a well-oiled machine – but is it perfect? It’s probably pretty close. But like all departments within any organization, there is always room for improvement – especially as your SaaS offering evolves and your customer base grows.
Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón
Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.
'I’m guilty! I admit that I’m a customer-centric evangelist because quite frankly, how else can you build meaningful competitive advantage? Customer-centricity is all about differentiation and it’s almost impossible to sustain differentiation around product, price and distribution footprint. But you can sustain differentiation around your customer knowledge, insights and understanding.
“Just ask how I’m feeling. Just ask and I may tell you…but no one does.”[1] ——- Think about the last time you dined at a restaurant. How did that experience make you feel? When the restaurant manager came to your table to welcome you back and thank you for your business, did you feel appreciated? .
'So let’s get a little Professor Brian Cox * here. On first glance, electrons appear to behave in a predictable wave-like pattern, but quantum theory tells us that in fact the picture is much more complex. A bit like customer experience really. When we think about customer experience, we classically think about the linear or circular journey. As we are all realising however, we’re having to completely re-think this approach since the continued growth of digital and social channels means the cust
'One of the most valuable assets a company owns is its employees, and ensuring their happiness can be one of the most challenging aspects facing any business.
Speaker: Alexa Acosta, Director of Growth Marketing & B2B Marketing Leader
Marketing is evolving at breakneck speed—new tools, AI-driven automation, and changing buyer behaviors are rewriting the playbook. With so many trends competing for attention, how do you cut through the noise and focus on what truly moves the needle? In this webinar, industry expert Alexa Acosta will break down the most impactful marketing trends shaping the industry today and how to turn them into real, revenue-generating strategies.
'Facebook gives organizations the opportunity to “WOW” customers with their human and approachable touch so important to building business, loyalty, and the development of a company’s brand. With over one billion active users, why not use Mark Zuckerberg’s brilliant social platform to help to build an audience, engage them in interesting conversation about one’s product or service, and then have the opportunity to convert visitors into more customers?
You’ve probably read your fair share of information online about customer success. Specifically, and especially, if you are a SaaS company – there are several articles, whitepapers, webinars and blog posts that state how critical customer success is to your survival. But few have really laid out the why, what and how…until now. Daniella Degrace, a Founder Advisor for Amity and former Vice President, Customers Success at Radian6 (Salesforce), provides the answers.
'Let’s face it. There is very little new about the concept of customer-centricity. There is however, plenty of room for improvement in both strategy and execution. What creates the problem? The traditional functional and product silo design of organisations creates serious problems. In these instances it’s almost impossible to operationalise around ‘the customer.
“Just ask how I’m feeling. Just ask and I may tell you…but no one does.”[1] ——- Think about the last time you dined at a restaurant. How did that experience make you feel? When the restaurant manager came to your table to welcome you back and thank you for your business, did you feel appreciated? .
Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali
As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.
'In recent years, active shooter incidents have become more frequent and widespread. Just look at some of the incidents over the last 15 years – Columbine, Newtown, Virginia Tech, the Aurora movie theater shooting, the Naval Ship Yard shooting. While nothing can fully stop people intent on doing harm, the latest technologies can certainly help with immediate awareness and response.
'Organizations that "get" customer experience and are known for their excellent customer service, realize that it''s more about the people you assemble to serve than the processes you have in place.
'Amazon’s $20 increase for Prime members certainly drew a lot of derogatory hoopla this past week with social media and forums all buzzing with criticism about the 25% hike. In fact, according to Brand Key, a loyalty consulting agency, Amazon’s ratings dropped from 93% to 83% two days following the hike. “Based on immediate Prime member reactions, they may have underestimated the negative effects of the increase,” stated Brand Key.
We organize all of the trending information in your field so you don't have to. Join 97,000+ users and stay up to date on the latest articles your peers are reading.
You know about us, now we want to get to know you!
Let's personalize your content
Let's get even more personalized
We recognize your account from another site in our network, please click 'Send Email' below to continue with verifying your account and setting a password.
153 
Let's personalize your content