Customer Experience

Customers are tired of being treated like numbers. They’re aware of how much of their information and feedback is being collected, and now consumers...

I have had this idiom tossed my way any number of times by my parents, my children, my husband, my bosses and my colleagues....

While sitting on the panel during a town hall meeting of contact center leaders, I was asked by Mary, one of the attendees, “I...

Digital technology has completely transformed the relationship between brands and customers. Interactions now extend beyond the point of purchase, taking place over a variety...

Let me start by once again offering a real-world experience, such as the one I described in my April 2019 column, CX Pundits vs....

What is often missing during the development of the customer experience strategy is the main element: the customer. Making assumptions about what customers value...

Michael Pace is the Owner and Principal of The Pace of Service, a consultancy that assists organizations to realize the full benefit of customer...

In recent years, some service providers have subscribed to the theory that companies should strive to provide a level of customer service that is...

For decades, the quality of products and services reigned king as the primary driver of customer loyalty and business growth. In today’s digitally driven...

As a small or medium-sized business, it’s easy to get complacent. While the big guys scramble to stay ahead of the latest customer care...

Experiences matter. Experiences are journeys. Journeys are designed. So say Thomas A. Stewart and Patricia O’Connell, authors of the new book, Woo, Wow and...

“Ride our bike for 50 days; if you don’t like it, return it, no questions asked.” “Cancel your subscription for those razor blades—it’s OK, we...