Category: Uncategorized

As 2016 nears, have you started to map out your customer experience strategy for next year?Will 2016 be the year that you fully commit to improving your customer experience?I don’t mean that you continue to tell your customers, employees and business partners (i.e. vendors) that you’re customer-focused. I mean, will… Read More»

If you want your customers to truly become loyal to your service or product then your customer experience needs a strategy. This blueprint needs the same methodical thought and processes that goes into a marketing or sales strategy.It’s common for me to open my keynote speaking engagements by asking the audience two questions, so… Read More»

Every business, regardless of size or industry, has goals (or service-level agreements) to achieve success. For a sales-centric organizations, perhaps it’s revenue targets. For marketing-focused companies it might be lead generation through their online campaigns. But what is it for customer-centric organizations? You know what organizations I’m talking about. These… Read More»

Customer experience is like the pretty woman at the party. The idea of speaking with her sounds amazing, but what’s the best way to approach her?As a consultant and keynote speaker, I’ve seen first-hand that organizations want to better their customer experience and design a strategy that will support this improvement,… Read More»

Does your company consider customer service, with all that it entails, a cost centre?If your call centre or customer service team is costing you money, you’re doing it wrong! If you’re doing it right, then your call centre or customer service employees should be earning you a profit. A couple of… Read More»

Is your company still busy wondering about the ROI of social customer service?Venture Beat published an awesome post on KLM, the European airline, on how their 150 social media customer service agents have generated annual revenue of $25 million through social media. For many social media pioneers this doesn’t come as… Read More»