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
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Today's post has been guest written by Ludivine Kasteleyn from iAdvize. (Image courtesy of Pixabay) 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
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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
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(Image courtesy of Unsplash) 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
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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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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. (Image courtesy of Unsplash) The modern, always-on dynamic exchange between businesses and their customers opens new communications channels and marketing opportunities for forward-thinking brands. Marketers that
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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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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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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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(Image courtesy of Unsplash) 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
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My name is Ben Motteram. I started CXpert to create companies that employees and customers love. This is my blog.
