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, …

29 Customer Service Resolutions for 2014 Read More »

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 …

12 Customer Experience Videos from 2013 Read More »

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 …

9 Customer Experience Statistics to Refocus Your Team Read More »

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 …

5 Quick Customer Communication Wins Read More »

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 …

Is Great Customer Service Enough Now? Read More »

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 …

Happy Thanksgiving from CTS! Read More »

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 »