MaritzCX has announced CXMasters™, an intensive career development event for customer experience (CX) professionals who want to expand and validate their skills, increase customer loyalty, and earn professional recognition. CXMasters will be held September 14-17, 2015 in Salt Lake City..

Mobile Customer Service

According to analysts, 89% of companies expect to compete mostly on the basis of customer experience by 2016, compared with only 36% five years ago…

As customers become increasingly mobile, equipped with smarter devices and, most importantly, higher customer service expectations, corporate America needs to address how best to service this new customer..

The Association of Convenience Stores (ACS) has launched new guidance for retailers on how to meet the needs of disabled customers in store..

5 Ways to Handle Customer Complaints

5 Ways to Handle Customer Complaints thumbnail

Learn how to handle customer complaints the right way and turn a bad experience into one that will result in a long lasting customer relationship..

Three C-Level telco speakers will be sharing their vital view on implementing a successful CEM programme at Customer Experience Management (CEM) in Telecoms World Summit 2015 which will be held from 13-14 August 2015 in Singapore..

4 Steps to Successful Customer Service

Amazon

It’s amazing to see the contrasts of successful companies that dot our history to the newer companies of recent history up to today. Despite the contrasts, they all have one thing in common. They are relentlessly focused on customer service..

Jottings from a CEO Note Book: How to Get (and Stay) in Touch with Your Customers thumbnail

For a CEO to lose touch with what his customers want, need and feel is a surefire route to failure. Happily, establishing effective contact with customers is incredibly straightforward. Here’s how..

Omni-Channel: A New Support Model for Next-Generation Customers thumbnail

Multichannel support sounds good – instead of contacting a company on a business hours-only support line, customers have more choices. But is the multi-channel model effective in helping customers and the companies that serve them resolve issues more quickly?

How Good Customer Service = Conversions

Conversation rate

This infographic from Zendesk walks through different channels and gives examples where companies can either do the right or wrong thing when it comes to providing excellent customer service..

Customer experience management experts from Google, AT&T, Jumeirah Group, du, Emirates Islamic Bank and more are due to meet at the 2nd Annual Customer Experience Management Middle East this September in Dubai.

By capturing, identifying, and managing complaints across the enterprise, organizations will increase customer satisfaction and mitigate regulatory risks.

How Customer Care Can Boost Your Sales and Increase Your Profits thumbnail

This is a story from my personal experience that showed me that caring for customers really can boost your sales and profits…

What Is the Velocity of Your Customer Service?

What Is the Velocity of Your Customer Service? thumbnail

What comes to mind when you hear the word velocity? Fast, charging ahead, positive motion – velocity is a power word. Learn how velocity applies to the customer service experience…

Six Ways Leaders Can Give Great Customer Service

Customer with cashier in retail store

Why is great or even decent customer service so difficult to implement? Read on to learn how leaders can instill a sense of attention to the customer…

10 Things Your Customers Really Want You to Know!

10 Things Your Customers Really Want You to Know! thumbnail

Delighted and loyal customers – we all want them. But first, there are a few things that your customers want you to know. Once you understand these points, they’ll be more likely to spend their money with you…

Measuring Customer Service Performance: Lifetime Customer Value thumbnail

Don’t we all wish that customers came with a lifetime guarantee? In that perfect world, customer retention would be at 100% and customer turnover would be zero…

Top 15 CRM Software Awards 2015/16

Based on rigorous testing of CRM software applications from around the world, ISM has announced the winners of the 2015/16 Top 15 CRM Software Awards.

Some surprising findings have been released from [24]7’s Customer Engagement Index, focused on better illustrating how customers today interact with brands.