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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 …
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 …
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 …
11 Customer Experience Lessons from the Cruise Industry Read More »
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 …
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 …
What Marketing Needs to Know About Customer Loyalty (Infographic) Read More »
We wanted to take a moment to talk about some exclusive content we’ve been developing over the past few months for subscribers to our e-newsletter: The Customer Conversation.* We know that our community does not all meet on the same channel, so we thought we would talk about the subscriber-only content we’ve been developing the …
Get 3 Free Customer Service Tools from Customers That Stick Read More »
Last Thursday, we released three short video clips in Part 1 from our interview with Matt Dixon, coauthor of The Effortless Experience. Today, we are pleased to share the entire interview, which centers primarily around the idea of customer effort. The concept of customer effort first began gaining traction back in 2010 when team members …
The Effortless Experience: An Interview with Matt Dixon, Part 2 Read More »
The concept of customer effort first began gaining traction back in 2010 when team members from The Corporate Executive Board Company (CEB) published an article in the Harvard Business Review entitled Stop Trying to Delight Your Customers. Since that time, CEB has expanded its research into the relationship between customer effort and customer loyalty. Much …
The Effortless Experience: An Interview with Matt Dixon, Part 1 Read More »
The folks at Zopim sent us this helpful SlideShare presentation on mastering the art of live chat. As more and more transactions are performed online, live chat is becoming an increasingly important part of the customer experience. What is interesting about this slide desk is how little technology changes the basics of good customer service. …
The time for this free webinar has passed. If you are interested in having this webinar presented to your group or organization, please contact us here. If you want to learn more about the 7 Service Triggers, pick up a copy of Be Your Customer’s Hero. The 7 Service Triggers are covered in depth in …
A Free #CustServ Webinar: Mastering The 7 Service Triggers Read More »
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