A Celebrity Did What to Comcast? The Power of Customer Feedback
How Comcast and Alton Brown got into a scuffle on Twitter, and customer experience strategy and social media feedback management...
The Best Way to Encourage Customer Trust from the Inside Out
Learn two ways to build customer trust and encourage a customer-centric culture with your customer experience strategy.
Why Great Customer Service Isn’t Enough to Be Customer-Centric
Good customer service is not akin to being customer-centric. In this post, we detail the differences, and show you how to start...
Disappointing Social Media Feedback Management: A Cautionary Twitter Tale
Do you want to learn more about social media feedback management? Here is an example of poor customer experience strategy and how...
Luxury Customer Experience at a Budget Price
The Times Square edition of the Yotel brand offers some valuable inspiration for customer experience leaders faced with the...
How One Company Created a Customer-Centric Culture
This story from Signature Flight Support is the fourth in a series covering individuals leading the customer experience...
Customer Experience Strategy: Preparing for the Unavoidable Problem
How to prepare for the unavoidable problem and make a more comprehensive customer experience strategy.
10 Quotes on Customer Service Satisfaction
Great customer experience strategy considers how each part of the customer journey contributes to customer service satisfaction.
Company, Customer Experience, and the Emotional Bank Account
Six ways companies can use the customer experience to build customer trust and make deposits in the emotional bank accounts of...