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Why Customer Experience Matters

Much has been written about the importance of customer experience (CX), and many studies have suggested that customer experience will be the next great corporate battlefield. In fact, a 2014 Gartner study found that by 2016, 89% of companies expect

Twitter’s Changes and Their Effect on Customer Service

Recently, Twitter announced several changes to how it calculates the number of characters in a tweet. Marketers rejoiced because they now have additional characters with which to include photos, videos, and polls. Twitter purists rejoiced because the platform kept its

Contemplating the Future of Customer Service

There’s a lot of talk about the future of customer service these days, with social media driving much of the conversation: Customer service is the “new marketing”. It’s a major driver of a great (or lousy) customer experience. Millennials are

How Customer Experience Moves From Offline to Online

While focusing on the online customer experience is critical because so many customers choose to engage with companies online, it is also important to remember that offline experiences can quickly come online so they too need a brand’s attention. In

CX teacher dan gingiss

Learn from United Airlines on how to handle a customer service crisis

For anyone who works in social media, it’s the biggest nightmare imaginable: computer systems are down, service is disrupted, and customers are angry. Yet that’s exactly what happened to United Airlines yesterday when a “router issue” affected “network connectivity,” according