6 Aug

Digital Customer Service: Opportunity to Connect with Customer

Shep Hyken

As technology keeps advancing, the gap between in-person customer service and the online customer experience is closing. While there is […]

16 Jul

Mark Your Spot: Does Customer Experience Benchmarking Tell Us the Right Things?

Annette Franz

I recently came across the following Chinese parable, and as I often do, wondered how this story might apply to […]

16 Apr

Investing in Your Frontline Workforce is Good for Business

Matt McConnell

As companies increase their focus on improving the customer experience, frontline workforces are getting more attention. Companies are realizing that […]

16 Dec

Are You On the Customer Experience Naughty List?

Annette Franz

‘Tis the season… Santa’s making his lists and checking them twice. Oh no! Your company shows up on his Customer […]

2 Dec

Why Every Employee Needs Customer Engagement Training

Melissa Kovacevic

One of my favorite customer service quotes is by Karl Albrecht, founder of the Aldi supermarket chain, who wisely said, […]

20 Nov

Storytelling is a Trojan Horse for Customer Experience Learning

Annette Franz

What is storytelling, and why is it an important tool to have in your CX Toolbox? In a post I […]