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 …

A Review of Spin Sucks by Gini Dietrich Read More »

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 …

The Magic Number in Customer Experience Is Two Read More »

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 …

An Interview with Daniel Newman, Customer Engagement Author Read More »

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 …

Customer Experience: At the Edge of a New Discipline Read More »

We are super excited to announce that we officially have a book deal! The book is centered on frontline customer service and is meant to provide customer-facing employees the mindset, strategies, and techniques to provide Hero-ClassTM Customer Service. The publisher is AMACOM, a significant publisher of business books for over 50 years. AMACOM has published …

We Have a Book Deal! Read More »

One of the key factors when reducing the hassle-factor in your customer experience is simply to reduce the number of steps customers have to take to get their issues resolved. A common metric for measuring success in this area, particularly in the call center industry, is first contact resolution (FCR). While I think a narrow …

The Importance of First Contact Resolution Read More »

One of the things I love about blogging, besides it’s conversational tone, is the ability to swap back and forth between the macro and the micro, between the 50,000 foot view and the magnifying glass. Between a recent interview and a recent invitation to be a panelist at the Future Stores conference* this summer, I’ve …

Three Big Picture Ideas for Introducing New #CustExp Technology Read More »

Great customer experience strategies must inevitably be formed around good data. Even for smaller organizations that might not have the data quantity or research resources to perform statistically sound analyses, the importance of good data, even if only anecdotal, cannot be overstated. I am not a professional researcher, so I will just say that in …

Your Data Is Only as Good as Your Perspective Read More »

Are you easy to do business with? This business maxim has been around for a long time, but the concept has been gaining more formal attention in recent years. The Corporate Executive Board has done some noteworthy research on customer effort – the idea that the more effort customers must exert throughout a service request …

Are You Easy to Do Business With? Read More »