“The purpose of a business is to create and keep a customer.” - Peter Drucker Not all profits are good profits. A bad profit is earned at the expense of customer relationships. It is one that leaves customers feeling misled, mistreated, railroaded or coerced and as a result resentful of
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(Image courtesy of Unsplash) Why are you in business if you are not focussed on helping customers achieve their goals? What’s the point of any innovation if it doesn’t add value to your customers in some way? Steve Jobs said “you have to start with the customer experience and work
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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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My name is Ben Motteram. I started CXpert to create companies that employees and customers love. This is my blog.
