5 Quick Customer Communication Wins

Simple Customer Communication Wins

Sometimes, the simplest things get lost in the sea of complexity that is modern business. In customer experience optimization, many initiatives are complicated, requiring challenges like increased budgets, executive sponsorship, and infrastructure overhauls to even get off the ground. Occasionally, the quick, simple wins are the ones that are most obvious and most ignored. Below […]

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Is Great Customer Service Enough Now?

Is Great Customer Service Enough | Pan Am TV Promo

This post was originally posted in August 2012. Since that time I have seen the idea customer experience improvement consistently increase in popularity. That is a good thing, and hopefully, our discussions here at CTS have had some small impact. In that context, however, I thought it would be a good time to revisit this […]

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Monthly Mash and Respect, It Matters

Respect, It Matters | Figure Bowing

Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. Volume 25: November 2013 Thoughts on the Customer: Respect, It Matters Respect is a loaded word, with differing meanings spanning across cultures, age cohorts, and individuals. For the purposes of this short […]

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11 Customer Experience Lessons from the Cruise Industry

Cruise Customer Experience

For our vacation a few weeks ago, we took a cruise in the Caribbean. The ship was one of the larger ones in service, with thousands of guests, thousands of crew members, and a daily activity list that took over a full page. Large cruise ships are like floating cities — just better managed. The […]

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Happy Thanksgiving from CTS!

Happy Thanksgiving from CTS

The holiday season is a special time of year that helps us recognize all the things we are thankful for in our lives. This Thanksgiving, we want to thank our community and express our gratitude to you for your support. We truly appreciate your readership, your comments and your engagement with us. Although the holidays […]

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What Marketing Needs to Know About Customer Loyalty (Infographic)

What Marketing Needs to Know About Customer Loyalty

Customer retention and loyalty are significant profit drivers for most organizations, as we demonstrated in our own customer retention infographic a few months ago. In most cases, retaining existing customers is more profitable than acquiring new ones. Are you spending more on marketing than you are on maintaining your current customer base? Statistics on retention […]

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