The data is clear. Both B2B and B2C buyers are willing to pay more for a better customer experience. So, why do we keep treating customer experience (quality, delivery, people) like a cost center? Every other week I drive about 8 miles out of my way to visit my favorite nail salon for a manicure. There are literally hundreds of nail salons all around the area where I live and where I work, and I keep going back to the same place. When I first moved from Boston to Atlanta almost 2 years ago, I tried a number of different nail salons. I read Yelp,Read More →

Are you looking for the most interesting and active Customer Experience thought leaders on Twitter? I have created a list of some of my favorites who share high quality content about retention, support, wow experiences etc., on a regular basis. If I missed anyone, please add his or her Twitter handle to the comments section. I find that Twitter is a fantastic tool to stay up to date on client experience trends and to learn about local and global CX events and conferences.  In addition to following these 15 thought leaders, you may also want to try searching for client experience related key words in the Twitter feedRead More →

I recently attend the Consero Customer Experience Forum in Miami, FL and had a chance to speak with Peter Leppik, the president and CEO of Vocalabs, a company that applies the scientific principles of data collection and analysis to the problem of improving customer service. Vocalabs shared a white paper which recaps its view of the customer service survey maturity model, and I have highlighted some of the key concepts in today’s blog post. I like the maturity concept, because before you can improve the end to end customer experience, you need to understand the current state. In order to understand the current state youRead More →

Skills to manage customer escalations need to be part of any successful manager’s toolkit. Google’s Dictionary defines escalation as “an increase in the intensity or seriousness of something; an intensification”.  When customer expectations are not met or they feel that their views have not been heard, it is human nature to want to “intensify” and escalate to the next level. There is a general belief among many customers, that if they escalate to a senior leader, then action will happen faster. However, this is not always the case. Your first priority as a leader is to prevent un-needed escalations from occurring. If the experts closestRead More →