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The days of brands competing solely on the basis of price and prestige are gone. Today, the real way to the heart of consumers is through the customer experience (CX). We’ve all heard about the value of the customer experience, but only the most successful businesses realize just how important the customer experience is to the bottom line. It’sRead more

Think of Artificial Intelligence not as something to replace humans, but automating and augmenting our cognitive skills. From repetitive and mundane tasks to predictive analytics across multiple industries, AI has the intelligence of human thought but at a much larger scale. Depending on the type of AI in use, it can even go beyond humanRead more

Hootsuite, the most widely used social media management platform, has declared that the “age of experience” is over, and we’re now entering the “age of the individual.” As a result, there will be multiple shifts in social that will redefine customer experience. But what does this mean for the business, or the customer?  For starters,Read more

As customer service increasingly moves on to social media, it is now more important than ever to have a good strategy if you want to offer great experiences. Starting with a good strategy can be the difference between generating an army of loyal customers and a horde of trolls. Here’s what I’ve learned from aRead more

What you want to know from your customers, and what they need to tell you, are two different things. While it’s important to find answers to the questions your business might have, answers to questions you never asked are -arguably – more important. Customer experience is about the connection your brand makes with its customersRead more

Social media continues to allow more businesses to tell their story, drive awareness, generate sales, acquire customers, and foster customer loyalty. But while customer acquisition may be THE goal, social media is equally key at converting those customers into your influencers and brand advocates. The customer experience that social media delivers is not in theRead more

Uber will deliver your Big Mac combo to your doorstep. Amazon wants to deliver your new shirt by drone. And Dominoes will soon deliver your pizza by a self-driving car, complete with a heated compartment to keep your pie warm. It’s the race to be the fastest, the most innovative, and the most convenient deliveryRead more

“Effect” or “epic” fails? Does it make you think which word is apt? Or could it be a typo? But no fail, that title got you. While this article will talk about the effects of customer experience fails, it will also give examples of epic fails. So there, it’s either. That’s how a typo error,Read more

Superior customer experience isn’t always about exceeding customer expectations. Sometimes the most memorable experiences come from delivering on promises and demonstrating genuine concern for client needs. Today, consumers expect to come away from every engagement with a positive brand image, one they want to share with their peers, colleagues and family. Here are five examplesRead more

Customer Experience is one of the most recurring themes on this site. We have Customer Experience blogs touching on things like sales and marketing to best practices and examples of some successful CX campaigns. On my last blog “Research Rules – How to Create an Excellent Customer Experience Strategy In 5 Steps!” I couldn’t help butRead more