• 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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  • Customers Going Rogue

    Social media has effectively turned customers into broadcasters. We all know the old statistics that a satisfied customer will tell 2-3 people about their experience with a company while a dissatisfied consumer will tell 8-10. Platforms like Facebook and Twitter where a post or tweet can be shared thousands of
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  • When Service Goes South

    I read a story this week about a restaurant customer who posted a negative review on Yelp which the owner of the restaurant then responded to (Woman Leaves Bad Online Review, The Owner Finds Out And Responds). It’s a ‘he said, she said’ situation so one can’t make judgements on
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  • Values, Vision, Mission

    Why does your company exist? If you answered “to put food on the table”, you need to look deeper. The money you make at work is the result of the reason. What greater benefit do you deliver to society? The answer to this question is formalised in your company’s Values
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  • Customer Experience vs Sales & Retention

    I’ve written in the past about the benefits of following a CX strategy and Watermark Consulting did some great analysis a couple of years back on how CX Leaders have outperformed CX Laggards on the stock market. So seeing these benefits, more and more businesses are now following a CX
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  • Passion and Commitment

    I truly believe that customer service people are some of the most passionate to be found in any organisation. Their commitment to customer satisfaction can go well beyond the four walls of the company, the hours of business or their job description. I heard a story this week about a
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  • CXM’s – Talk, Talk, Talk

    A Customer Experience Manager (CXM) should be gregarious by nature. Your job is to make people feel cared about so naturally you should be outgoing, fond of company, and sociable. Above all you need to be great communicators because to be successful in your role, you need to be constantly
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