Monthly Mash and Creating Customers For Others

Monthly Mash | Creating Customers For Others

Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. Volume 29: March 2014 Thoughts on the Customer: Creating Customers For Others “I don’t know the key to success, but the key to failure is trying to please everyone.” Bill Cosby I […]

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Introducing The Faces of Customer Experience

The Faces of Customer Experience

Recently we posted a blog on the significance of the one-on-one relationship in customer service. Although technology is replacing an increasing number of human interactions, the majority are still defined by the one-to-one experience.¬†While touch points that do not involve a one-to-one interaction abound, rarely do these impact the customer experience as deeply as direct, […]

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A Review of Spin Sucks by Gini Dietrich

Spin Sucks Book | 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 for you, not for public relations professionals. Spin Sucks is based on the popular Spin Sucks blog and is written for business leaders like you and me who “need to better […]

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The Magic Number in Customer Experience Is Two

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. Our customers communicate with us via so many channels, they interact with us through so many touch points, that we can easily lose sight of the fact that most customer experiences […]

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An Interview with Daniel Newman, Customer Engagement Author

The New Rules of Customer Engagement Cover | Daniel Newman

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 Rules of Customer Engagement: 6 Trends Reinventing the Way We Sell. Daniel Newman is an experienced C-Level Executive that currently operates as a Strategy Consultant providing C-Suite services to small and […]

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Customer Experience: At the Edge of a New Discipline

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 is a media partner for NextGen, so we’ve been talking about the conference for a few months now. NextGen is a smaller conference, a few hundred people, and is for customer […]

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