Want More Loyal Customers? Start By Helping Your Suppliers!

Loyal Customers Come from Great Suppliers: A challenge in the home building business

When customer experience experts talk about creating loyal customers we often start by telling you to figure out what your customers’ needs and wants are. Next, we tell you to look at how you are treating your staff. But there’s another component that’s …Continue Reading →

Wish Your Staff Were More Productive? Here Are Some Tips You Might Not Have Thought Of

Lori Schmidt, CEO of GoProductivity sees the link between higher productivity and better customer experiences

When I talk to leaders of manufacturing and construction companies about improving customer experience, I often hear one of two things: We are so damned busy, why would I waste time and money on trying to get even more customers? We …Continue Reading →

How To Do More Great Work in Your Company

MIchael Bungay Stanier, author of Do More Great Work

Ever Feel Like You Are Spinning Your Wheels? It’s a feeling I know all too well.  I’m always struggling to get more done, and especially more of the important things that will move my business forward. So I was thrilled …Continue Reading →

How to Convince Top Execs That Your Call Center Is Worth It

Your call center staff "are human beings who are interacting with your prospects and customers"

Customers’ top 3 call center irritants, according to Ameyo Callversations, are: The “IVR Abyss” Long holding times Agents who cannot resolve the issue Today’s interview guest, Jim Rembach, of Beyond Morale and Customer Relationship Metrics (www.metrics.net), and host of the Fast Leader …Continue Reading →

Are You O-Positive? Cool Tool For Employee Engagement & Customer Service Ideas

The other day I went for coffee with a very frustrated marketer. She had been hired by a manufacturing company that claimed they had decided it was time to invest in marketing. Unfortunately, they didn’t really mean it. She’s been stymied …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 →

You Can’t Improve Customer Service With Disconnected Systems. But How To Connect Them?

Robin Smith, Co-founder of Virtual Logistics

Systems Integration: Not Sexy, But Very Important One of the biggest barriers companies face trying to improve customer experience is the challenge of systems integration. All the wonderful tools we have now to help us do more effective marketing need to share data …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 →

If You Are Struggling to Improve Customer Experience in a Large Organization, Check Out This Podcast!

Lorraine Schumacher, Director of Marketing Transformation ( & previously of Customer Service Strategy & Planning) at Verizon

How To Sell Senior Executives on Customer Experience Improvement More from the CXPA Insight Exchange on today’s episode, including an interview with Lorraine Schumacher, Director of Marketing Transformation (previously the Director of Customer Service Strategy & Planning) at Verizon. She’s taken …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 →