Adam Toporek
The Hastings Humans Interview
“Make each caller feel better for having spoken with us.” – Ann Hastings, mom and founder.
Hastings Humans is a customer service call center in...
Faces of Customer Experience: Jodi Beuder
Meet Jodi Beuder!
Jodi believes customer service exists not just outside the company, but inside, too. “Having excellent customer service skills and knowledge are paramount...
Customer Experience: How Minor Issues Create a Major Impact
I was staying at a large hotel chain in the Southwest United States earlier this week and received an unfortunate but stark reminder of...
Customer vs. Client: Is There A Difference?
A “customer” can be defined in different ways, as can a “client.” How do you know when a customer is a client, or the...
Faces of Customer Experience: Debbie Szumylo
Meet Debbie Szumylo!
Debbie specializes in helping organizations balance employee engagement, customer experience & business results. She has consulted and coached financial institution executives on improving...
One Customer Is All It Takes…
As we touched on recently in the The Magic Number in Customer Experience is Two, we can easily get sucked into data, cohorts, personas, analytics...
Great Retail Greetings: A Win for Customer and Culture
We’ve written previously about the concepts of primacy and recency. They dictate that in any encounter we tend to remember what happened first and...
Customer Before Employee, Employee Over Customer
I’ve been working on some of the early chapters for my frontline customer service book this month, and one of the topics I’ve been...
Faces of Customer Experience: Jeannie Walters
Meet Jeannie Walters!
Jeannie Walters is the Chief Customer Experience InvestigatorTM/Founder of 360Connext, the only global organization specializing in Customer Experience InvestigationTM, a trademarked process...
A Review of Spin Sucks by Gini Dietrich
There is one thing you must know up front about Spin Sucks: Communication and Reputation Management in the Digital Age: This book was written...
The Magic Number in Customer Experience Is Two
From mapping customer journeys to creating customer personas, it is easy to get carried away with the complexity of customer experience design and optimization....
An Interview with Daniel Newman, Customer Engagement Author
I was fortunate enough to sit down with Daniel Newman of MillennialCEO.com recently and to talk to him about his new book, The New...
Customer Experience: At the Edge of a New Discipline
I am on Day 3 of the Next Generation Customer Experience Conference out in San Diego. As many of you know, Customers That Stick...
The Importance of First Contact Resolution
One of the key factors when reducing the hassle-factor in your customer experience is simply to reduce the number of steps customers have to...
Three Big Picture Ideas for Introducing New #CustExp Technology
One of the things I love about blogging, besides it’s conversational tone, is the ability to swap back and forth between the macro and...
Monthly Mash and Customer Service as A Competitive Advantage
Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere.
Volume 28:...
Your Data Is Only as Good as Your Perspective
Great customer experience strategies must inevitably be formed around good data. Even for smaller organizations that might not have the data quantity or research...
Key Statistics to Help You Use Email Effectively
An email list can be at the heart of an organization’s customer communication strategy. If managed effectively, email communication can foster deeper and more...
What Do We Know About Big Data? (Infographic)
The business intelligence company Jaspersoft did a very interesting Big Data study, surveying 1,600 of its community members. Jaspersoft included many of its findings...
The Impact of Reducing Customer Wait Time
I just wrote a new post for Salesforce called 5 Tips for Decreasing Customer Wait Time That Really Work where I explore ways to...
