CX Example That Stands Out Above The Rest

CX Example That Stands Out Above The Rest

I’m constantly focussed on new ways to maximize customer satisfaction (beyond price factors) and increase employee engagement. Whether I am at my day job or on vacation, my CX hat is on. I pay attention to everything, including how employees communicate with customers as well as how employees interact with one another. My recent trip was no different when visiting The Lodge At Woodloch with my family. I could write a book about my Woodloch experience, however, there’s a specific CX example that impressed me the most. Continue Reading →

5 Ways To Use Social Media To Improve Customer Experiences

5 Ways To Use Social Media To Improve Customer Experiences

Social Media is a proven, valuable tactic to increase brand awareness, product interest, and website traffic. Having managed social media campaigns for top brands over the years as well as leveraging social platforms for my blog, I can unequivocally say that social media marketing works. While the benefits of social media marketing may be common knowledge, some business leaders don’t realize and capitalize on social media as a useful source of “voice of customer” (VOC) data. Continue Reading →

Are You Guilty Of 10 CX Mistakes?

Are You Guilty Of 10 CX Mistakes?

10 Ways Companies & Employees Create Friction & How To Avoid CX Mistakes

Customer friction is a key factor in why people  abandon a website, leave a store without buying, disconnect from a monthly service plan, and the list goes on. In previous articles, I’ve written about the need to make the customer journey SIMPLE, EASY and PROBLEM-FREE. This includes the post-purchase return experience. Today, I’m pleased to share a guest post by Customer Service Expert & Author, Shep Hyken, who knows a lot about Customer Convenience. Continue Reading →

3 Actionable Lessons in DoingCXRight

3 Actionable Lessons in DoingCXRight

The new year has arrived. Holiday gift-giving is officially over. Like other families, mine is enjoying their presents – especially the electronic ones. While purchasing new devices and setting them up has gone smoothly, obtaining help to address product questions has been easy in some cases and frustrating in others. No matter how much I love a product, if getting help requires a high level of effort, I often return the item and tell friends to shop elsewhere. Continue Reading →