I was honored to take part in a recently-released eBook entitled: CUSTOMER EXPERIENCE PREDICTIONS 2014 | Views from Customer Experience minds from around the globe If you are looking for insightful predictions as to what 2014 will bring to the field of customer experience or just a little inspiration, this eBook will get you thinking […]

With the new year upon us, we thought it would be fun to talk about some customer service resolutions you and your organization might want to make in 2014. Of course, well-conceived strategic goals are preferable to resolutions. However, it is the new year, and resolutions are the order of the day. Like most resolutions, […]

2013 was a great year for video! We were able to interview some insightful customer service professionals, marketing experts, and small business owners and received a wide variety of perspectives on customer experience and customer service. We wanted to highlight the people who contributed their great insights to CTS this past year. Please take a […]

Customer-facing professionals need to know not only the scope of the challenges they face but also the results that stem from their actions. Statistics centered around the customer experience can help bridge the gap between performance and results. The 9 statistics below are categorized into three important customer experience areas: customer loyalty, customer effort, and […]

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 […]

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 […]