Why Your Sales Reps Have To Get Better at Cold Calling

Don't be fake when cold calling. It just upsets prospects.

Cold Calling Isn’t Dead?! I wish cold calling were dead. I really do. I don’t like making cold calls and I don’t like being on the receiving end. But according to today’s guest, Mari Anne Vanella, the problem isn’t cold calls; …Continue Reading →

How To Convince 35 Brand Managers To Focus on Customers, Not Brands

Martin Aubut, Digital Director, L'Oreal Canada

It’s Time For Multi-Brand Companies to Focus on Customers Instead of Brands Martin Aubut is the Digital Director at L’Oreal Canada, which owns some 35 brands. When he took the job, he realized that to succeed today, it no longer …Continue Reading →

The Challenge of Culture Change in Improving Customer Experience

Curtis Kopf, VP Customer Experience at Premera Blue Cross has managed change in many companies

Culture Change is Hard, But Essential to Build a Better Company You may think that managing culture change in an organization with 4,000 employees would be tough. But it’s easy compared to one of the places where today’s guest, Curtis Kopf, …Continue Reading →

What To Do When You Get a Horrible Review

Have You Been Dissed on a Review Site? Let’s face it: you can’t please all of the people all of the time. If you are in the type of business where people leave ratings, at some point you’ll be hit …Continue Reading →

Clever! Here Are Some Interesting Ideas About How to Improve Customer Experience

When you are selling high-end appliances or other premium products, customers expect their whole experience with you to be exceptional. German appliance maker, Miele, knows that and does some pretty clever things to improve customer experience. With 17,500 employees worldwide, it isn’t …Continue Reading →

How to Make Your Mobile Strategy Really Suit Customer Needs

Mobile strategy in the early days! Journalist Lucy Morgan

If your mobile strategy is going to work, it has to work for customers and staff Renee Cacchillo, Senior Vice President of Customer, Brand & Technology at Safelite Group spoke about their mobile strategy at the recent CXPA Insight Exchange. In today’s episode we discuss …Continue Reading →

How To Deal With Customers Who AREN’T Always Right

The Customer Isn't always right!

If you’ve ever worked in customer service, there’s a good chance you’ve had to deal with cranky, unreasonable, lying (or at least, exaggerating) customers. It can be sooooo frustrating! And yet, we keep preaching that our front line staff have to …Continue Reading →

What Happens to the Call Center when People Stop Calling?

Call center technology is changing. Can You Cope?

Who doesn’t have a nightmare call center story to tell? And if you think it’s bad from the customer perspective, try working in one! (I know they are not all that bad, but…) Fortunately, the times they are a changin’. …Continue Reading →

Can a Bank Make You Fall in Love? This One’s Trying!

This Bank Want's To Connect at an Emotional Level With Customers (photo by Franck Mahon, Flickr)

OK, so to most of us the words “love” and “bank” don’t seem to go together, but when ATB Financial decided to research the emotions people had about their financial institutions, it asked them to write either a love letter …Continue Reading →