CUSTOMER EXPERIENCE AUDIT (CX AUDIT) #1: What is it and why is it important?

This is the first of two articles about the customer experience audit (CX audit). At first, I’ll focus on what a CX audit is, why it’s important and when you should consider conducting one. The second blog will give a step-by-step guide to conducting a customer experience audit. What is a Customer Experience Audit (CX […]

An explosion in customer engagement through social media need not cause a headache

As customer engagement through social media becomes the norm in customer service, logistical issues of handling volumes of conversations can become a challenge. This is especially true if it builds quickly. The immediacy of social media and the customer service expectations of many markets create a demand for ‘instant response’ as the required standard of customer engagement. […]

7Cs of Customer Communication for Effective Customer Service, Customer Success and Inside Sales teams

The 7Cs of Customer Communication addresses the fact that communication in the workplace changes rapidly. It has done, it is doing, it’ll continue to do so. What’s more, we all need to adapt to these changes to remain effective. It’s all too easy get ‘lazy’ and treat your customers and colleagues like you do your […]