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 […]

Last Thursday, we released three short video clips in Part 1 from our interview with Matt Dixon, coauthor of The Effortless Experience. Today, we are pleased to share the entire interview, which centers primarily around the idea of customer effort. The concept of customer effort first began gaining traction back in 2010 when team members […]

The concept of customer effort first began gaining traction back in 2010 when team members from The Corporate Executive Board Company (CEB) published an article in the Harvard Business Review entitled Stop Trying to Delight Your Customers. Since that time, CEB has expanded its research into the relationship between customer effort and customer loyalty. Much […]

The folks at Zopim sent us this helpful SlideShare presentation on mastering the art of live chat. As more and more transactions are performed online, live chat is becoming an increasingly important part of the customer experience. What is interesting about this slide desk is how little technology changes the basics of good customer service. […]

The time for this free webinar has passed. If you are interested in having this webinar presented to your group or organization, please contact us here. If you want to learn more about the 7 Service Triggers, pick up a copy of Be Your Customer’s Hero. The 7 Service Triggers are covered in depth in […]

Often in retail, you will approach a customer to offer assistance and be given some version of the browsing response. “I’m just browsing.” “Just looking.” “Just killing time.” Generally, when you are confronted with the browsing response, it means one of three things: The customer really is just browsing. The customer does not want to […]

Consulting is an important mechanism for business process improvement and engaging an outside perspective can breathe new life into stagnant areas of your business. In fact, a good customer experience consultant can help your organization walk through your entire customer experience and identify the essential touchpoints that define your customer’s experience with your organization. Yet, […]

Working in customer service can be challenging. It’s easy for the daily grind to wear away at teams — routines grow stale, enthusiasm wanes. Keeping your team engaged so that they are motivated to provide consistently great service to your customers is an essential part of managing a customer facing organization. Below are 6 ways […]

When my friend Shonali Burke of the public relations firm Shonali Burke Consulting first sent me an advanced copy of Robert Scoble and Shel Israel’s new book Age of Context, I had two thoughts. My first thought was what an interesting topic. My second thought was how will I have time to read it; I […]