• Strategy Recommendations for Organisations at Differing Stages of the CX Lifecycle

    INTRODUCTION No matter where you are along the Customer Experience journey, you can always be further along; you can always be doing something else to improve your CX. Annette Franz describes it as a never-ending journey and I’ve borrowed heavily from an infinity symbol for my company’s logo for the
    ....READ MORE

  • 4 Online Customer Service Mistakes (And How To Avoid Them)

    Today's post has been guest written by Ludivine Kasteleyn from iAdvize.   Be it over the phone, in person or via live chat, your customer service agents are the face of your brand. Their embodiment of your corporate identity will depend on the style of language they use and the
    ....READ MORE

  • The Best Brands Are Social

    If your customers are on social media (and 74% of all internet users are) then it makes sense for your company to be there as well. A social media presence provides companies with an opportunity to engage in a conversation with their customers. They can authentically promote themselves while listening
    ....READ MORE

  • The Little Things

    Today's post is written by Debbie Szumylo on the importance of viewing your business from the outside in and tending to the finer details. At least three times a week for the last three years, I have visited the drive-thru of a well known coffee chain on my way into
    ....READ MORE

  • Customer Service: 4 Ways to Reduce Effort

      Today's post is by Holly Chessman. She provides four excellent tips to make it easier for customers to deal with you.  As more business moves to the online world, it becomes challenging to differentiate yourself from others. One critical way to do so is by making it clear that you
    ....READ MORE

  • The Smarter, Faster Future of Marketing … with Voice of the Customer

    Today's post is by guest blogger Jon Burg on how technology can be used to capture feedback, improve customer understanding, and ultimately deliver better experiences. The modern, always-on dynamic exchange between businesses and their customers opens new communications channels and marketing opportunities for forward-thinking brands. Marketers that connect these new customer
    ....READ MORE

  • Why the customer is NOT always right on social media

    Today's post has been provided by Nicole Matejic. Nicole is the CEO of global military think tank Info Ops HQ and is known for her crisis communications acumen as the #SocialFirefighter® at Australia's Social Media Monster. Currently providing social media training to NATO; Nicole's first book 'Social Media Rules of Engagement'
    ....READ MORE

  • 5 Tips For Getting The Most Out Of Your VOC Program

    This post originally appeared on Kampyle's blog earlier this month. Businesses today need to be able to analyse and interpret their customer experience in real-time and then adapt their response to effect positive change. The faster they can do it – the more agile the company is – the better
    ....READ MORE

  • Three Things ALL Companies With Outrageous Customer Experience Do

    Today's post has been written by Chris Luxford, a Senior Partner at The ASPIRE! Group and an old friend and colleague. Chris is passionate about CX and loves helping organisations change to create real innovation and differentiation and deliver their strategic goals.   Long ago the service a customer received
    ....READ MORE

  • Embedding Customer Centric Change

      In today’s post, I’m talking to customer experience managers or team leaders who have either just made a change or are about to which will make your organisation more customer centric. First of all, well done! It takes courage to make changes. And as George Bernard Shaw said: “progress
    ....READ MORE

Page 4 of 6« First...23456

Subscribe to Cxpert

* indicates required