• 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
    ....READ MORE

  • Choose Your Customer Service Path

    (Image courtesy of Unsplash) 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
    ....READ MORE

  • Be Transparent

      (Image courtesy of Pixabay) 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
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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
    ....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
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  • Values, Vision, Mission

    (Image courtesy of Unsplash) 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
    ....READ MORE

  • 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
    ....READ MORE

  • CXM’s – Talk, Talk, Talk

    (Image courtesy of Unsplash)   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,
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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

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