In 60 seconds, you can see exactly where you are in the customer experience journey, and how you’re using customer service to develop loyal customers by answering these simple questions.

One key element in managing the customer experience is managing the various types of customers you attract. Not all customers are the same…and I don’t mean physically. In this great customer experience marketing video, Wharton marketing professors David Reibstein and John Zhang explain the effect different customer segments or types of customer have on a brand.…

Anyone else bugged by the false Facebook posts recently? People! It’s called Photoshop. In the early days, it was the email chain letters that threatened a random death or computer explosion. Offered finding your true soul mate, evading the end of the world, or millions of dollars from Bill Gates. Today it’s the Photoshopped images…

Kano’s model focuses on successful service programs centered around customer service teams meeting customer needs. Professor Noriaki Kano developed a customer experience model that should be central to any customer service focused organization.

I buy a lot of things online and I find that customer experience varies greatly between different organizations. Although only recently a customer, I’ve been a big fan of Amazon and Zappos for a long time now purely based on the customer experience of working with these organizations.

The final day of the Total Customer Experience Leaders Summit certainly didn’t disappoint as we were privileged to hear an amazing line up of leaders who are aligning organizations around a customer experience mission and teaching us to effectively do the same. We started the day discussing customer experience in a digital age. How to…