Language is important not just to how we communicate with our customers but to how we communicate with ourselves. The right words can put an irritated customer at ease and help you approach difficult situations with greater ease. Effective customer service language can take a long time to master, so I thought I would share […]

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), […]

Kate Nasser, The People Skills Coach™, is a smart, energizing, experienced speaker, coach, and workshop leader. Her work in customer experience, employee engagement, leadership, teamwork, transforms how people think, act, and interact. With 25 years in business and a Masters in Organizational Psychology, Kate has guided tens of thousands to engage in uplifting productive interactions. […]

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 […]

Meet Ali Banks! Ali Banks began her career in architecture but left her real estate development job to pursue her love of food at Le Cordon Bleu, Paris. Her food adventure brought her back home to New York and now Chicago. Currently the Resident Chef for Sur La Table, Chicago, she teaches hands-on cooking classes […]

…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 […]

Guest Poster: Kristen Gramigna Kristen Gramigna is Chief Marketing Officer for BluePay, a credit card processing firm, and also serves on its Board of Directors. She has more than 15 years experience in the bankcard industry in direct sales, sales management and marketing. Building a base of loyal customers can be one of the most […]

At the core of all customer experience is communication. Communication helps direct a customer to the right department, helps make a customer feel valued, and helps give context to a product or service. Communication is among the most important of variables and, in many cases, the easiest to improve. Sometimes, the simplest things get lost […]

Meet Richard Shapiro! Richard loves being involved in an industry that has a direct impact on improving customer service for us all. As President of The Center For Client Retention, he has a clientele of Fortune 500 companies and small businesses who rely on his firm’s research and consulting to improve the customer experience. As a […]