Social Media Marketing World: Highlights from the New Customer Service Track

For the first time in its now four-year history, Social Media Marketing World introduced an entire track at its popular conference dedicated to Customer Service. Consisting of four unique individual sessions and two dynamic panel discussions, the Social Care Track

Social Media’s Impact on Customer Experience

Social media is increasingly becoming a larger piece of the Customer Experience (CX) puzzle, meaning that a brand’s actions on social – both marketing and service – greatly affect the overall public perception of the brand. How Social Media Is

Tale of 2 Sales

Why Two High-Ticket Sales Resulted In Two Very Different Experiences

This is a tale of two sales. Both are for big-ticket items, and both occurred after much research and comparison shopping. In one, the buyer has become a lifelong brand advocate; in the other, he has buyer’s remorse. What happened?…

Tracking Top Customer Service Companies in the Stock Market

It’s no secret that customer experience can positively affect the bottom line. After all, offering customers a consistently great experience increases brand loyalty, which can raise revenues—in the form of higher usage, customer retention, and referrals—and also reduce costs, in

Viewing the Customer Experience Through Your Customers’ Eyes

There are many definitions of customer experience, but I have settled on this one: Customer Experience is how customers feel about every single interaction with a brand. What can we glean from this definition? How customers feel is an important piece of the puzzle, because not everyone feels the same way about the same thing…

conference meeting

Loyalty Programs Can Gain – Or Lose – A Customer’s Loyalty

Rewards programs can be lucrative for loyal customers, but when companies add lots of rules and restrictions to a loyalty program, it can actually have the opposite effect. Customers are very perceptive, and they understand when something is a value and something is not. One example of this is when rewards expire.