Customer Experience Blogs
How to turn angry customers into customer evangelists
by Shep Hyken — CAO, Shepard Presentations
Like most brilliant ideas, the premise is simple, but the results are excellent. It not only resolves the customer's complaint and restores confidence in the…
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Retail of the future: Five insights from SXSW Interactive
by Jeannie Walters — Chief Customer Experience Investigator, 360Connext
In the case of retail tech, the biggest question wasn’t around the technology itself, but how to use it.
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Your employees are your brand
by Ron Zamir — President and CEO, Allen Communication
There is a direct tie to loyalty and retention between how companies treat their employees and how they treat their customers.
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Five innovative Barcelona retailers creating muy bueno customer experiences
by Bryan Pearson — President, LoyaltyOne
When most people think of Barcelona, the first features that come to mind are its unusual architecture, rich history and Catalan cuisine. But the area is also…
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#GivingTuesday: Do we need another holiday this season?
by Chris Petersen — Owner, IMS
Another holiday concocted to get us to buy more gifts? On the contrary, this special day is a simple idea that can become one of your most important traditions…
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Five retailers using technology to create remarkable shopping experiences
by Jeannie Walters — Chief Customer Experience Investigator, 360Connext
Customers are willing to pay more for a better experience. Here are five retailers using technology to deliver it to them.
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Should your stores have a lifetime return policy?
by Nandini Jammi — Chief Storyteller, Kayako
How Trader Joe's, Nordstrom and others benefit from offering this extremely generous policy.
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The real secrets to creating a memorable customer experience
by Kristen Gramigna — Chief Marketing Officer, BluePay
Research points to a strong return on investment for creating positive and memorable customer experiences.
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Kimpton Karma brings big data full-circle
by Bryan Pearson — President, LoyaltyOne
The boutique hotel chain, long known for delivering personalized experiences, has reincarnated its loyalty program, InTouch, to one that better reflects the…
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How data design can take the pain out of purchases
by Bryan Pearson — President, LoyaltyOne
Owning new things is supposed to give us pleasure, but the process of acquiring them can come with pressure.
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Ten questions every retailer must ask in order to survive
by Chris Petersen — Owner, IMS
It's not what you know ... it's what you don't know that could be hurting your business.
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Want to connect with customers? Think mobile first. [infographic]
by James Bickers — Editor, Networld Alliance
Most Americans now own a smartphone and are using them to shop and eat out.
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The two sides of customer service training
by Shep Hyken — CAO, Shepard Presentations
Understanding what it means to deliver great customer service and being the type of person who can deliver it are two very different things. Anyone can read…
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Speed and quality: Must they be mutually exclusive?
by Jeannie Walters — Chief Customer Experience Investigator, 360Connext
Speed vs quality: Which is more important to your customers? And what impact does each of them have on the customer experience?
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What are you looking for: The cure or the story?
by Chris Petersen — Owner, IMS
Seth Godin is one of the most prolific writers and users of social media on this planet. He also writes very catchy headlines, like this one that caught my…
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Customer service goal: We don't want you to come back
by Shep Hyken — CAO, Shepard Presentations
Do you ever get the feeling that some business' customer service goal is the keep the customer from coming back?
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Millennial marketing lessons from Jimmy Fallon
by Jeff Fromm — Executive Vice President, Barkley
How do you rebrand a company and increase its reach to the Millennial demographic? Easy — hire Jimmy Fallon. Jimmy Fallon took over NBC's The Tonight Show in…
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Three big-picture ideas for introducing new customer experience technology
by Adam Toporek
One of the things I love about blogging, besides its conversational tone, is the ability to swap back and forth between the macro and the micro, between the…
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How Chevy wins at storytelling
by Jim Joseph — President, Lippe Taylor
For years now, those of us in marketing have been talking about storytelling ... wrapping your brand message into a compelling consumer story that will draw…
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How and why price discounts impact customer experience
by Dale Furtwengler — President, Furtwengler & Associates, P.C.
What are the odds that discounting your price is going to lead to a positive customer experience? It'll be interesting to see whether your reactions to the…
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