digital camera - amazon customer experience

The Amazon Customer Experience Remains Elusive To Other Retailers

Why does everyone talk about Amazon’s customer experience? It’s both because Amazon is so good, and others just don’t measure up. It was 9 a.m., two hours before my weekly live show and I realized that the connector cord I

Actionable insights graphic

6 Tips for Making Customer Insights Actionable

Images courtesy of SentiSum Guest Post by Ben Goodey Customer support leaders are often up against the same problem: Support tickets come in high volumes and are usually unfettered, qualitative text that can be analyzed for friction points. Thus, support

smartphone indicating customer journey

Customer Experience is Not Just an Art; It’s Also a Science

Image by Yan Wong from Pixabay  Guest Post by Howard L. Lax, PhD Some business leaders still see Customer Experience (CX) as a soft-and-fluffy activity. Make customers happy. Be nice. Smile. Apply the Golden Rule. They look at their NPS

Business Books on a Bookshelf

10 Customer Experience Books Worthy of Discussion in 2020

One of the featured segments on the Experience This! podcast is called Book Report, where we feature an important customer experience or customer service book and share it in a unique way. Instead of recording an interview with the author

small business retailer

How to Take Your Small Business to the Next Level

Guest post by Aurora Coleman It’s not particularly breaking news that the US economy has taken a plunge since the COVID-19 pandemic hit. The whole country went into a recession, companies were forced to close, and many lost their jobs in

Bella Vasta Interview

The Bella Vasta Perspective

During this interview with Bella Vasta from The Experience Maker Show, we get real about how important customer experience is no matter what the service you are providing, and the important lessons about safety and innovation we learned over the