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Here at CTS Service Solutions, we recently performed a survey designed to find out how consumers feel about holiday shopping and to see what customers are actually experiencing during the holiday shopping season. The Holiday Shopping Experience: Customer’s Viewpoint 2014 was conducted on November 24, 2014 and surveyed 450 male and females between the ages […]
Infographic: What Customers Experience Holiday Shopping Read More »
Customer experience isn’t easy — it just seems that way! From bargaining with the C-Suite to negotiating with customers, from maximizing profit to ensuring loyalty, providing great customer experiences in today’s environment is a continuous challenge. It’s a roller coaster, and I have teamed up with Jeannie Walters to provide a new resource that can
A New Podcast All About Customers Read More »
Welcome to the brand new CTS Service Solutions and Customers That Stick™ website! We’ve been working for some time to create a new vision for our site that would better help you, our readers and clients, engage with us and our content. We want to take this opportunity to take you through some of the
The Official Launch: Customers That Stick 2.0 Read More »
“First, do the customer no harm.” The Hero-ClassTM Oath One of the interesting things about writing a book are the things you leave out. I am wrapping up the final edits on my upcoming customer service book with the publisher this week, and one of the few areas I made last minute changes to were
A 3-Point Checklist for Reducing Customer Hassle Read More »
I’d like to take a moment to tell Customers That Stick™ readers about the 25th annual Compete Through Service Symposium put on by the Center for Services Leadership at Arizona State University’s W.P. Carey School of Business. The Center for Services Leadership is a leader in customer experience higher education and has one of the
The Compete Through Service Symposium Read More »
In honor of Customer Experience Day (this event has now passed), Temkin Group released its “The State of Customer Experience” infographic. The report is drawn from a number of Temkin’s research reports, including its experience ratings which evaluates more than 268 organizations across 19 industries based on feedback from 10,000 U.S. consumers. A number of
The State of Customer Experience (Infographic) Read More »
Are you familiar with CX Day? CX Day is dedicated to celebrating customer experience and professionals who work in the customer experience field. CX Day is held on the first Tuesday of October, so this year it is being celebrated tomorrow, October 7, 2014. CX Day is created by the Customer Experience Professional’s Association (CXPA),
Are You Celebrating #CXDay Tomorrow? Read More »
One of the (usually) fun things about being in the customer service/customer experience space is that friends, family members, and colleagues like to tell you about their newest customer service adventures — positive or negative. The following happened to a colleague of mine a few weeks ago. The setting has been altered slightly to protect
Is Training Hopeless for Some Reps? Read More »
…we have failed. Not every customer lost is a failure. Customers’ needs change. Some customers move out of the market, some lose the ability to pay, and some simply no longer need our product or service. Yet, if we look at why most customers are lost, a great many represent a failure of customer experience
From the Archives: Losing a Customer Means… Read More »
It seems like every few weeks some new customer service horror story virally makes the rounds on the Internet. In the last few weeks, we have been treated to the horrendous Comcast customer retention call (and the follow up Comcast viral refund call), as well as to the story about the Union Street Guest House
Why Do People Take Pleasure in Customer Service Horror Stories? Read More »
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