The Wrong Way to Write a Customer Apology Letter: Blame COVID
Companies that didn’t innovate during the pandemic turn to apologies. And it’s going horribly wrong.
Write a CX Business Case Your CFO Will Approve
As Customer Experience (CX) leaders, we’re continually in the spotlight to prove the value of CX. This starts with the CX business case.
How Intrapreneurs Grow a Grassroots CX Program
Intrapreneurs are curious, passionate, and creative people who lead positive change inside the companies where they work. Through their “grassroots” initiatives, they build support in the lower levels of an organization and create change from the bottom up.
Decoding B2B Customer Loyalty
“You see that?!” She spat the words, jabbing her finger towards the wall behind me. “That’s the kind of relationship I USED to have with your company.”
9 Customer Support Survey Practices for More Responses and Tastier Insights
Let’s stop bombarding customers with boring customer support surveys that make them want to hurl their computers off a tall building and never check email again.
Before You Can Act on VOC, You Need A.C.T.
Remember that shiver down your spine the first time you got game-changing Voice of Customer (VOC) feedback? If you’re like me, you couldn’t wait to spring into action and make improvements. And then you hit roadblocks.
Don’t Put Your Customer Hat On
Have you ever been instructed to “put your customer hat on?” That’s bad advice.
How to Design Support Services that Customers Actually Value
By researching the customer’s perception of service value, you can understand which service elements to invest in – and which to scale back.
3 Power Questions for Customer Experience Interviews
Conducting customer experience interviews is a skill that you must learn and practice. As you’re developing customer experience interview skills, add these three questions to your repertoire.
3 Customer Interview Skills for Better Results
The deepest insights spring from sincere conversations with customers about their experiences. A skilled interviewer creates these conversations.