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Why Customer Service Technology Can’t Replace Humans

Remember when self-checkout and mobile e-commerce were considered “futuristic” technology? How about when only the brand-spanking-new gas stations had pay-at-the pump? That wasn’t very long ago. And today, we stand once again at the threshold of a new era in customer service technology. […]

 

The 5 Deadly Sins Against Customer-Centric Innovation

It’s no surprise when I hear that many business leaders believe they are investing in innovation. The real surprise, perhaps,  is how those investments are not paying off. Traditional organizational culture has a tendency not only to create a sub par environment for customer-centric innovation, but to completely discourage […]

 

Changing Customer Behavior: Your Brain Loves a Story

Brains are fascinating. The very thing that allows me to write this blog is both an abstract idea to me and a very concrete part of my anatomy. They are simple muscles in one regard and totally complex, almost spiritual, machines […]

 

Good Customer Service Etiquette and Saying “It” with Finesse

If you can’t say anything nice, don’t say anything at all, right? That’s the lesson we learned as kids. And yet as grown-ups, we sometimes have to say things that aren’t easy to say. We have to understand how to […]

 

How to Improve Customer Experience: Take Action with these 7 Questions

Sometimes popular business speakers make customer experience work look glamorous. What could be more fun than making customers happy? Personalize the experience, provide excellent customer service, and presto: happier customers! Why not just sprinkle in a little added delight? Why not just smile […]

 

Why We Pay Premium for Customer Empathy

I’ve been searching for a particular word for a long, long time. I don’t know if it’s the magic word, but I think I’ve arrived at the best possible match: empathy. When I discuss building personal and professional relationships, I […]

 

Best of 360Connext: Common Mistakes in Organizational Culture

This post was originally published on 04/08/2013, and was featured as an Editor’s Pick on CustomerThink. Company organizational culture is debated, celebrated and, in some cases, misguided. We’ve had some really great reactions to our focus thus far on how employee […]

 

Set It, but Don’t Forget It: Quick Tips for Gathering Feedback

Most business leaders I talk to agree that gathering feedback from customers is critical. If you haven’t been listening, you’ve missed out on lots of valuable insight, suggestions and signs of trouble. It’s never too late to start listening. But how should you do it? […]

 

Customer Experience Consulting

86% of buyers will pay more for a better customer experience.

But only 1% of customers feel that organizations consistently meet, or exceed, their expectations.

Your organization could beat the odds with a customer experience consulting firm that deploys a unique approach: Customer Experience Investigation® to evaluate the current reality of your business’s customer journey. Strategies are then developed to give you a competitive advantage. Our customer experience consulting methodologies emphasize a results driven and customer centric culture.

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Recent Posts

Customer service technology can't replace humans

Why Customer Service Technology Can’t Replace Humans

Remember when self-checkout and mobile e-commerce were considered “futuristic” technology? How about … Read More

customer-centric innovation

The 5 Deadly Sins Against Customer-Centric Innovation

It’s no surprise when I hear that many business leaders believe they are investing in innovation. … Read More

customer behavior

Changing Customer Behavior: Your Brain Loves a Story

Brains are fascinating. The very thing that allows me to write this blog is both an abstract idea to … Read More

Doors

Good Customer Service Etiquette and Saying “It” with Finesse

If you can't say anything nice, don't say anything at all, right? That's the lesson we learned as … Read More

How to improve customer experience

How to Improve Customer Experience: Take Action with these 7 Questions

Sometimes popular business speakers make customer experience work look glamorous. What could be more … Read More

customer_empathy

Why We Pay Premium for Customer Empathy

I’ve been searching for a particular word for a long, long time. I don’t know if it’s the magic … Read More

organizational culture

Best of 360Connext: Common Mistakes in Organizational Culture

This post was originally published on 04/08/2013, and was featured as an Editor's Pick on … Read More

gathering feedback

Set It, but Don’t Forget It: Quick Tips for Gathering Feedback

Most business leaders I talk to agree that gathering feedback from customers is critical. If … Read More