• Helping Customers Reach the Aha! Moment Faster

      Today I'm pleased to share a post by Ashley Wilson. Image courtesy of Unsplash   As a business owner, you know that your business provides great value to your customers. However, in a crowded market, new customers won’t always immediately see why they should choose you over your competitor.
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  • Upcoming Trends in Customer Support

    The following post is an interview provided to ProProfs in December, 2019. The promise of a delightful customer support experience comes with the responsibility of actually delivering it. Just getting new software onboard does not mean that you already provide a great experience to your customers. There are various things
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  • “The Customer is Always Right” – Who Do You Believe: Customers Or Employees?

    This post first appeared on CentraCX's blog in March, 2021. Contrary to conventional thought, this phrase never originated as a demand from a customer. It came from London department store owner, Harry Selfridge, in 1909 and was intended to convey to customers that they would receive excellent service at his
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  • Keeping The Customer Front Of Mind

      “How do you keep the customer front of mind when everybody is working remotely right now?” This was the question that Annette Franz and I tackled on one of our recent calls. Following is a transcript of that call.   BM: Let’s start with how you keep the customer
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  • Focus On Your Detractors

    This post first appeared on CentraCX's blog in April, 2021. Image courtesy of Unsplash. We all know someone who is unconditionally in love with a brand; they simply won’t stop talking about their latest purchases and recommend that others buy from them as well.  Well over a decade ago, when
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  • The 2 Technologies All Great CX Businesses Use

    I'm pleased to share a guest post by Luis Melo CCXP, author of DoctorCX.org.   Technology can manifest itself, or come to life, in a myriad of ways. But when it comes to businesses and their customers, technology often refers to software applications i.e. computer programs designed and programmed to
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  • A Day In The Life Of A CX Manager

    Image courtesy of Unsplash.   A good friend of mine in the CX community is Jeremy Watkin. We met over Twitter about 5 years ago and it's on Twitter where he posts always-interesting CX Questions Of The Day (#CXQOTD if you're on Twitter and want to see some of them).
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  • Five Tips to Engage Remote Staff During Lockdown

    Image courtesy of Unsplash   Today's post is a collaboration with Annette Franz, CCXP. Starting in mid-March this year, in response to the COVID-19 pandemic, many countries around the globe locked down their residents, requiring them to stay at home for all but a handful of “essential” reasons. Physically going
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  • Developing a CX Program of Work

     Image courtesy of Unsplash As a CX manager there comes a time when you have to start implementing changes within your organisation to help you to meet and exceed your customers’ expectations. These are the initiatives that are going to ensure you reach the goals you’ve defined in your CX
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  • CX Interview – Ben Motteram

    I recently provided an interview which I thought would be of interest to the CXpert readers.   1. Was it one particular customer service experience (good or bad) that inspired your work? If it wasn’t one experience in particular, could you tell us where your CX passion came from? Everybody
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