• 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
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  • 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
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  • 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'
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  • 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
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  • 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
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  • 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
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  • Learning from US Customer Experience Leaders

    CXpert associate, Sean Heylen, steps in today to deliver his review of a brand new Customer Experience report from the US. A key study has detailed how leading businesses across a number of sectors have made Customer Experience, or “CX”, their core strategic focus, and how it is providing excellent
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  • Your Customer Rules!

    I had the good fortune to win a copy of the brand new book Your Customer Rules! through Sharon Melamed and her company Matchboard a few weeks ago (thank you again, Sharon!). Written by Bill Price (Amazon’s first Global VP of Customer Service) and David Jaffe (Consulting Director and founder
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  • Choose Your Customer Service Path

    The news this week that Comcast’s proposed $45bn merger with Time Warner Cable hangs in the balance because of their poor customer service highlights the cost of poor CX. After 10 years of calling customers names like Bitch Dog, A**hole, Whore and Dummy (in some cases to their faces), Comcast
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  • Be Transparent

    A lot of times when people talk about improving CX they speak in terms of large, sometimes ambiguous goals. Things like listen to customers, improve employee engagement, or understand your customers better. Over the holiday season I had a chance to talk with a friend who’s experiences with companies left
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