Welcome to the New World of Robots in Customer Service

Robots Are Making Customer Service Better (In Some Ways)

If you’ve suffered through those automated telephone systems (and who hasn’t?) it may be hard to believe that robots may soon wipe out most customer service jobs. But recent breakthroughs in robotics are bringing that reality closer every day. Get your …Continue Reading →

Want to Grow Your Business Quickly? Focus on Employees First!

Grow your business by keeping employees happy by, among other things, giving them all private offices

Happy Employees Produce Happy Customers According to Cuban immigrant and entrepreneur, Chris Izquierdo, if you want to grow your business quickly you need to focus on having happy employees. Get your FREE Transcript Now! When he launched DevFacto Technologies he based the …Continue Reading →

Road Map For Improving Customer Experience in Your Organization

Chief Customer Officer 2.0 by Jeanne Bliss ( book cover)

Back in 2001, when I first started selling usability and 360 degree customer experience (CX) testing to companies through Web Mystery Shoppers, I made a huge mistake. Get your FREE Transcript Now! The Logic of Customer Experience & Usability Testing …Continue Reading →

This Mishandled Customer Service Complaint Has Been Seen Over 15 Million Times!

Dave Carroll, of United Breaks Guitars fame, talks Customer Service in today's episode of the Frank Reactions Podcast

United Airlines Paid a Big Price For This Customer Service Screw-Up! If you haven’t heard Dave Carroll’s United Breaks Guitars song, start here: I’m one of a great many speakers who use this video to show how NOT to handle a customer …Continue Reading →

Can Improving Customer Experience Be This Easy?

Bernard Rosauer, author of "Three Bell Curves"

Bernard Rosauer spent about 20 years working in commercial insurance, so he’s watched a lot of companies fail. He’s concluded that the biggest cause of failure is delivering a poor customer experience. And that is often the result of a …Continue Reading →

Win Raving Fans Even If You’re Losing Games: How the Arizona Diamondbacks Create Great Customer Experiences

I wrote this on my way back from the CXPA’s Insight Exchange in San Diego. Rarely have I found myself typing so many notes during an inspirational keynote speech. But Derrick Hall, CEO of the Arizona Diamondbacks baseball team was …Continue Reading →

Create Magic Moments for Your Customers: Shep Hyken Talks Customer Service

Customer service expert, Shep Hyken

Customer service & customer experience expert, Shep Hyken, tells a story in today’s interview of walking into a hotel. Instead of having a square of chocolate waiting for him on his pillow, this hotel gave him a full chocolate bar …Continue Reading →

Is Your Company Too Slow To Compete In The Digital Era? Here’s Advice To Speed It Up

Is Your Company Moving Too Slowly?

When Jason Jennings, author of the new book, The High Speed Company: Creating Urgency & Growth in a Nanosecond Culture, interviews CEOs they tell him they worry that their companies are moving too slowly. They know the business world is changing so …Continue Reading →