Customer Experience Management in Layman’s Terms: Delivering pizza miles away for a frequent customer

Customer Experience Management, in layman’s terms, is the way you want to present your business to a customer; the things you do to convey your business’ moment to its customers. Even small businesses can whip up great customer experiences – just look at this story. “Without hesitation Dalton asked what kind of pizza we wanted, […]

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Artificial Intelligence for Customer Experience Management

Artificial Intelligence, Big Data, Wisdom of the Crowds – these are the buzzwords that Customer Experience Management professionals would love to know more about. From the Wisdom of the Crowds, they can gather their own Big Data set which can be fed to an Artificial Intelligence platform of their own choosing, which will then serve […]

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Customer Experience also needs to have its own foundation

“In a world where products and services are becoming more and more commoditized, customer experience is the only true differentiator. That means that brands need to fight to stay relevant yet  truly struggle to not get Blockbuster’d. It means that brands need to shift the focus onto the customer – and on keeping the customer. So […]

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Let’s not take Customer Service lightly.

““Customer service is essentially a frontline, ‘low level’ issue.” I wrote about this at length recently, but it’s an attitude that causes big, big problems. Although frontline, customer-facing employees are one of the most essential elements of great (and not so great) customer service, what makes service great, or prevents their greatness, also reaches much […]

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Pinpointing The Right Customer Experience Balance: Lessons From A Dallas Hospitality Icon

Achieving a successful balance at your business between the old and the new–between tradition and revitalization–is a tricky part of customer experience design and execution. If a business doesn’t ever change things up, it will soon fall out of step with the changing desires of new generations of customers, and even disappoint existing customers who look for […]

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