Peter Drucker would have a good laugh if he were alive today. “Oh Peter Drucker, yes of course we know all about him.” I can already see the comments below. Let’s simply say that he developed modern business philosophy. He coined the timeless business advice, “the aim of marketing is to know and understand the…

You Can Now Reduce Attrition and Churn Rates with No Hassle or Major Changes A wonderful, eye opening podcast with one of the great influencers in the customer experience field – Margaret Molloy. She brings her personal touch and vast experience in this podcast, and offers some behind the scenes stories on some of the…

May has been a great month for the customer experience industry. These 8 articles are a must read for anyone designing the customer journey or interacting with the end user on the front lines. Learn how to get the most out of every interaction with your customers, and read about some of the professional tips…

A happy customer is a loyal customer. How you keep them happy is up to you. There are different Customer Experience examples we can give but first, Customer Experience (CX) is quickly becoming the key differentiator in a market filled with clones providing similar services and products. CX encompasses the entire range of experiences your…

Your Word Is Everything. Shep Hyken is an author, speaker, and consultant to some of the world’s most successful companies.  In this short interview clip, conducted and created by blogger and writer Skip Prichard, Shep outlines powerful strategies to increase customer and employee loyalty – strategies that were as true 3 years ago as they…

In this day and age, customer experience is all about the customer making requests and the service providers doing their best to address them. Instead, wouldn’t it be great if the company could anticipate their customers’ needs before they even think of them themselves? What if, instead of filling out feedback surveys in order for…

This great video features a talk by one of the most acknowledged leaders in the customer experience industry: Bruce Temkin, managing partner at Temkin Group, and co-founder of the Customer Experience Professionals Association (CXPA). Often we use the customer journey just to find one or two areas that require improvements. It allows companies to better…

April’s customer experience round up includes top articles from industry experts focusing on a range of interesting topics. This list covers topics such as the customer experience association, the use of big data to improve CX, and the difference between SMB and enterprise customer interaction. In addition, new technological advancements which brands use to maintain…