• 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
    ....READ MORE

  • 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
    ....READ MORE

  • 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
    ....READ MORE

  • 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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  • How Telstra is Changing Customer Perceptions

    The CEO of Telstra, David Thodey, joined the company in 2001 after 22 years at IBM. He was elevated to the position of CEO in May, 2009 and immediately stated that improving customer service, culture and innovation would be key areas of focus while he was in the role. Its an
    ....READ MORE

  • Employee Engagement & CX Delivery

    In a previous post I outlined the importance of having engaged staff in your quest to deliver exceptional customer experience. Staff need to be motivated, competent and innovative in the way they approach customer satisfaction. These thoughts were recently echoed by Rob Markey, co-author of The Ultimate Question 2.0, who
    ....READ MORE

  • Customer Feedback – 6 Guidelines

    A cornerstone of any customer experience management program is the solicitation and receipt of customer feedback. To understand your customers you must engage with them and give them the opportunity to provide feedback. You then need to show that you listened to them and did something with what they told
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  • Customer Journey Maps

    Before you can set about improving your customers’ experience of your company/brand, you need to understand how they interact with you throughout their entire ‘journey’ with you. This spans from before they recognise a need for what you do all the way through to when they finally no longer require
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