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.”
Customer Experience
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.
The Work Week is Not Obsolete. Here’s Why.
The work week is not obsolete, because business is not about the work itself – it’s about serving customers.
How to Mine Customer Complaints for CX Gold
You’re sitting on a goldmine of Customer Experience (CX) improvement ideas, but you have to know where to dig. Apply Lean Six Sigma to customer complaints and find new opportunities to improve CX.