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How to structure powerful customer communications that deliver more Imagine receiving a survey with the following question: "Would you like to spend $X million by passing this bond?" How would you answer? The likelihood of a negative response is high if you don’t know enough to give an informed answer.…

Do you ever get the feeling that some people just can’t stop talking about customer experience and some people just can’t catch on? I’m glad my life doesn’t include anything as dramatic as the overthrow of monarchs, but I’ve faced some dramatic differences in customer service recently. Don’t people know…

We’ve previously discussed the value of customer feedback and talked about why customer onboarding matters; in this post, we’ll dive into the specific KPIs and metrics you should be tracking to improve your customer service and experience. Apart from exploring the most commonly used customer experience KPIs, including the Net…

Our team members have plenty to share! Check out this story of the value of customer feedback. Customer feedback is a critical driver of successful businesses. How companies deal with -- or don’t deal with -- customer feedback can be a strong indicator of their future success. In the best…

Once you’ve got your own house in order, it’s time to turn from the internal to the external communication audit. Whether you’re connecting with clients, prospects, partners, vendors, or any other community members, your organization is best served with a strong strategic communication plan. Why run an external communication audit?…

There’s no denying that the business world has evolved rapidly in the last five to ten years. We now have Machine Learning, Artificial Intelligence, and plenty of other technology at our fingertips, and this has shaped the way employees work, managers lead teams, and entrepreneurs run their businesses. If you…

If there’s one thing we’ve learned since the economic collapse ten years ago, it’s that big salaries and gold-plated benefits do not guarantee a happy or productive workforce or amazing employee engagement. In order to nurture the bottom-line, companies have spent decades figuring out ways to improve the customer experience.…

If you've been thinking that CX is just a trendy acronym that will go away, think again: Evidence is mounting that customer experience plays a significant factor in consumer choices -- and business success or failure. If you'd like to stay on the success side of the equation, get your…

I just need 223 minutes of your time . . . said no marketer ever. But maybe marketers should be asking that question. For most companies, long-term success and prosperity depend on attracting millennials. Fortunately, we know where to find them: Millennial internet users worldwide spend an average of 223 minutes each…

Sure, we talk a lot about surveys, but engagement is really a big deal. And on this special day, we make the most of both topics with a sweet double-delivery: 1. Know your audience Let’s assume that you already know who you’re connecting with. Propose to a total stranger -…

Customer Engagement: How can brands give as good as they get?

Customer Experience Is Dead! Long Live Customer Experience!

3 Customer Experience Metrics and KPIs That Count

Customer Feedback: How Listening Builds Business

5 Key Questions for Your External Communication Audit

Automation Nation: Are you working harder than your software?

Employee Engagement: Enhancing Customer Experience from the Inside

9 Signs Customer Experience Counts

Attention Millenials: I just need 223 minutes of your time…

Engagement In 3 Simple Steps