Are Popular Customer Experience Metrics Just “Immature”…

Long Story Short ... or do they have bigger challenges? Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy Based on insights from the Temkin Group report’s State of CX Metrics, 2015, a recent LinkedIn infographic post...

The Six Most Dreaded Words In Customer Experience

Long Story Short “You’ll Have To Call Customer Service” As a customer, hearing this is, at minimum, a letdown.  As a customer experience consultant, hearing this represents an experience failure.  Organizations may try to whitewash it...

Are You Keeping Up With Customer Expectations?

Customers are different today! Their ever changing expectations have increased over 33% in the last 12 months! They have raised the bar on how they view customer experience. They are looking for service providers...

Is The Golden Rule Part Of Your Customer Experience Strategy?

Long Story Short Maybe it’s an attentional bias on my part, but I've noticed a trend of insulting restaurant workers in the news. I’m talking about this type of report from The Washington Post, in which...

How Many Of Your Customers Have Suggestions For Improving Customer Experience?

Long Story Short As a customer experience company, we field a lot of questions from prospects about customer feedback. In fact, it’s common for prospects to have a system for collecting feedback—from rudimentary snail-mail surveys...

The Key To A Happy, Healthy Relationship With Your Customers

Long Story Short Cash isn’t the only type of currency in business. The collective attitude and satisfaction of your customers is just as important to your bottom line as your cash flow. Meaning the way...

The Ultimate Guide to Landing and Keeping Rockstar Customers

Long Story Short Onboardly have a great post on their blog, The Ultimate Guide To Landing & Keeping Your Rockstar Customers, and we thought we should share it with you. Find the best customers? Welcome them with...

Frank Kay’s Tips To Business Success

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5 Tips for Driving Valuable Customer Experiences

Long Story Short "Improving the customer experience requires continual company-wide dedication. However, not all team members may see the connection between what they do on a day-to-day basis and how it contributes to their company’s...

5 Ways Small-Business Owners Can Improve Customer Retention

Long Story Short "Your small business runs on customers and your willingness to grow. Now more than ever before, customer experience plays an important part in retaining repeat business. Whether your small business is a...

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