using video in the customer experience helps educate customers.

Video In Customer Experience: Explaining Things To Your Customers

Using video in the customer experience can be a game changer. Why? Because sometimes as consumers, we just have to trust the other party.  When the dentist tells us we need a crown, most of us just go along with

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

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

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

Giving thanks for a positive customer experience for Thanksgiving this year.

6 Reasons Your Customers Should Be Thankful

As we enter the season of giving thanks during a year of uncertainty and fear, we can take a moment and appreciate the good things in life. Thanksgiving in the United States is a time to acknowledge what we as