10 Myths which Persistently Stifle the Truth about Customer Experience
Blog post by Jeannie Walters on March 6, 2014
“Myths are public dreams, dreams are private myths.” Joseph Campbell, the late author and expert on mythology, said this and I agree. We tell ourselves myths to survive. Societies create their own mythologies to make sense of the world. Businesses …
Turn Angry Customers into Customer Evangelists
Blog post by Shep Hyken on March 6, 2014
I just returned from speaking at the International Franchise Association convention. This was my sixth year speaking at this great organization’s conference and I decided it should be more of a conversation than a speech. While there was plenty of content in the session, I asked our audience members to share their best practices…
Max Cred Factor #5: The Strategic Approach
Blog post by Jack Malcolm on March 6, 2014
So far in this series we’ve examined the factors that make you credible during the moment of communication. This article is about all the things you can do over time to strategically build and preserve your credibility over time. As …
The David Ogilvy Approach to Content Marketing
Blog post by Vince Koehler on March 6, 2014
Why fill the top of the funnel with leads to let them rot? It’s expensive to drive campaign responses. Once the target persona responds to a campaign there is often a content anticlimax. The content to acquire the response …
What You Need to Know About Digital Magazines & Apps
Blog post by Nicolette Beard on March 6, 2014
“Think like a publisher” has become the mantra for many marketers over the past two years. While experienced marketers already recognize the value of great content, the lines are blurring between traditional publishers and brand publishers as more companies adopt …
Hidden costs of customer service software
Blog post by Lucy Holloway on March 6, 2014
In today’s omni-channel world, consumers now expect to be able to seamlessly move from one customer touch-point to another, receiving the same level of service across each of them – effortlessly. Key to an organisation being able to provide this …
Are We Ready? Effectively Training the Live Chat Agent
Blog post by Kevin Gao on March 6, 2014
This is the fourth article in a five-part series on creating a live chat strategy. Part 1: Developing Goals & Strategies Part 2: Meeting Live Chat User Expectations Part 3: Choosing the Right Live Chat When seeking to deliver a …
It all depends on what you call it…
Blog post by Dave Frankland on March 6, 2014
I’m on a bit of a classification or categorization kick lately. For some reason, it bothers me when I read about my Pebble being described as a “smartwatch”. I don’t think the watch itself is smart. It’s simply a display …
Musings on fundamentals, hiring, selling, and the customer experience
Blog post by Doug Fleener on March 6, 2014
Random thoughts on various but connected topics: Spring training fundamentals The other day I was at a baseball spring training complex watching a group of major league pitchers working on fielding fundamentals. These weren’t rookies. Some of these guys pitched …
How to Create an Engaging User Group Community Website
Blog post by Joshua Paul on March 6, 2014
The first user groups were launched in the 1950s. People using technology, such as IBM’s mainframe systems, came together into loose clubs to support each other, spread best practices, and share ideas. From the dawn of the micro-computing revolution through …