• Hell Hath No Fury Like A Customer Scorned

    I originally wrote this post as a guest post for the Customer Service Life blog. Click here to read the original. I walked past this vehicle in the street the other day and it got me to thinking about Detractors – how could it not? The owner of this vehicle was clearly so
    ....READ MORE

  • Customer Loyalty Is A Myth For 99% Of Companies

      I looked up loyalty in Wikipedia this morning. Their definition is: devotion and faithfulness to a cause, country, group, or person. Note the glaring omission from that list? A brand. Loyalty DOES exist for companies. People tattoo the Harley Davidson logo on themselves, the cult of Apple is legend,
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  • Connection Eats Grammar For Lunch

    Today's guest post is by Jeremy Watkin, the Head of Quality at FCR. In it he argues there is one key determinant of customer satisfaction in contact centres that has nothing to do with many of the things Quality Managers traditionally measure.   ‪ You’ve likely heard the famous Peter Drucker
    ....READ MORE

  • If you want raving fans, act like a great artist!

    Last week I flew into Sydney for a conference and while I was waiting at the baggage carousel I noticed that not far away from me was a famous Australian singer. She was dressed down and had with her a couple of members of her entourage and I heard her
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  • Standing Tall with Customer Experience

    Today's post has been co-authored by Debbie Szumylo, the Manager, Customer Experience at Thomson Reuters Elite. Follow Debbie on Twitter for a constant stream of great Customer Experience and Customer Service articles: @DebbieSzumylo.   In 2015, Watermark Consulting revisited their landmark study on the stock performance of Customer Experience Leaders and Laggards
    ....READ MORE

  • The Ultimate Driver of CX Success

    Today's post has been written by Scott Bateman, a passionate CX professional who is the General Manager, Business Performance and Growth at Little Real Estate.   I have been working up in Brisbane for the past few months (away from my home in Melbourne) and despite the issues that come
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  • Ticketing Troubles

    “The world needs tickets, it doesn’t need ticketing agencies.” I’m paraphrasing Bill Gates and praying for some sort of disruption in the ticketing business after another terrible experience this morning trying to buy some tickets to an Australian Football League (AFL) match from Ticketek. Today's post starts off a little
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  • What Sets The Best Customer Experience Companies Apart

    My first post for 2016 was written with companies in mind that were starting out on their customer experience journey. I advised them to focus on just one thing: making it easier for their customers to do business with them. Today, I’m writing for those companies that are further along that
    ....READ MORE

  • One Tip For 2016

    It's the beginning of a new year so no doubt you’ve already read a number of posts containing predictions, resolutions and trends for 2016. I know I have (and for what its worth my favourite so far has been the ever-reliable Annette Franz). I’m not going to jump on the
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  • More than a metric: Is this why some people hate Net Promoter Score?

    Today's post was written by Ebenezer Banful, a customer experience practitioner who has worked with many leading brands on culture change and customer experience. Net Promoter has been around now for about 12 years, but in some countries it’s just taking hold, so what will become of NPS in the
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