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“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

So, you’ve been hearing all this buzz about Customer Experience Strategy and decide your company can’t afford to keep away any longer? Keep visiting your competitor’s website and are greeted by one of these? Although installing a chatbot onto your site is not enough to ensure a better customer experience for your visitors, if youRead more

In a digital world where everyone has a great website, a newsletter, a live chat, a Facebook page, an app, and a blog – it’s hard to stand out. Enter Customer Experience (CX). CX is basically the sum total of how customers view and interact with your brand. And it’s going to be the bestRead more

When customers buy from you, they want it to be an enjoyable experience that’s well-worth their valuable time. That’s in addition to buying a great product or service, of course. Customer experience goes beyond standard, expected customer service. It means intuitively guiding customers through the buyer’s journey in a way that caters to their interests,Read more

I’m often asked to help a business grow qualified business leads because growth is stagnant or profitability is down. It’s a common enough request for professionals in my industry, I guess. I’ve come to learn another fact that is quite common among those who make this request:  Stagnant sales growth and profitability among those complainingRead more

There are many definitions and ways of practicing “influence marketing” and I’ve tried most of them. In fact, my failure with early forms of influence marketing schemes and tools is what drove me to co-author: Influence Marketing: How To Create, Manage, and Measure Brand Advocates in Social Media Marketing. In general, we’ve distilled the practiceRead more

With the decision to trade in my 7-year-old Acura MDX for a smaller crossover, I started one of those common life journeys that we either love or hate: buying a car. Do I buy another used car or a new one? Do I buy or lease? Should I buy foreign or domestic? Will I overcomeRead more

Great customer service goes beyond fixing a computer or handing out discounts. It’s about leaving people with a good feeling about your business. And thanks to social media, your customers and prospects are already sharing thoughts about your brand whether you like it or not. So if you want to minimize the negativity and amplify the positivity, here’sRead more