7 Things Your Customers Wish You Knew About Them
Heads up …when it comes to customer service, certain (painful) truths are universal. Customer service is such an important part in keeping people coming back to your business, and the specifics of...
View ArticleMultichannel Support Will Burn Out your Customer Support Team in 2016
Managing time and workload will be the biggest challenge that customer support professionals face in 2016. With the rise of multichannel support, there’s a risk that support professionals will burn out...
View Article10 Ways to Get Actionable Feedback from Customers (part 2)
Asking customers for feedback is generally easy, but asking questions that spark action is not. And every customer’s journey is different, so why ask every customer the same old questions? Neat piles...
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5 Top Challenges CX Pros are Tackling Today
I’m lucky to have some conversations with smart people all across my industry. Thanks to a gathering of some Chicago Customer Experience Professional Association members and guests recently, my brain...
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SaaS Customer Experience Starts in the C-Suite
In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011. Over time, however, there has been a gradual recognition of the...
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3 Last-Minute Ways to Blast Off the New Business Year
2015 is locked and loaded, right? All set with your shiny new strategies and bold new plans? It’s ok if you’re facing the calendar and thinking “already!?” We’ve all been there. We have big plans...
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Challenging Your Focus on Customers
I have a challenge for you. In the next few weeks at your organization, see if you can identify some themes. Keep a tally of how many times the product is mentioned compared to the customer, in any...
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4 Ways to Prevent Lawsuits Through Customer Experience Insights
There are plenty of legal risks that could become serious problems within your business. These legal risks include many points that relate to complaints about misrepresentation or items that are not...
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Digital Moments of Truth: Are You Mapping the Micro?
How do you know if your customer experience is working? REALLY working? Analytics and data tell you part of the story. If the numbers go up, then you can believe things are working, right? And if the...
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