Trending in CX

Paving the Way for Omnichannel Customer Service
Customers will contact you for service based on how it best suits them, so you need to be ready to respond in their preferred channel—or set of channels. And, you need to be ready to respond with consistency across all your service channels. Thi... Read More

65% of Tech Firms Consider Service as a Profit Center
When service excels, it drives business. This is evident from the results cited in the “Service Industry Outlook: 2017 Research Report,” by Service Strategies. The report highlights finding from surveys and interviews with executives from 50 t... Read More

Business Intelligence That Supports CX
The obvious aspects of the customer experience are customer-facing processes and interactions. But myriad internal processes impact the customers experience, as well. That’s where business intelligence (BI) comes in. Customer experience leaders ... Read More

Welcome to the New CRMI
It is the Age of CX. Delivering a consistently superior customer experience (CX) has become table stakes. CRMI has championed that concept since its founding in 1999, and now – as CX becomes a strategic imperative for more and more companies – is... Read More

5 Keys to Maintaining Customers Relationships
Consumers and B2B purchasers are spoiled for choice. Nearly any product or service they desire is available at the click of a button, in a 100-page catalog, or a short drive away. And they’re spending on those wants and needs. Consider: Retail sale... Read More

3 Ways Customer Surveys Will Benefit Your Business
A successful business needs honest feedback from its customers to evaluate how well those customers’ needs are being met. But customer feedback should be far more than a generic gauge of customer satisfaction. Obtaining customer input is a valuable... Read More

Do Customers Know You Care?
Retaining today’s fickle customers takes more than discounts and loyalty points. Customers want to know that businesses are there to help improve their life or solve a problem—not just empty their wallet. Here are three ways companies can demonst... Read More

Avoid These Employee Motivation Killers
It’s essential to arm yourself with various strategies you can use to motivate—and retail—your employees. But, it’s equally important to learn what not to do. Here five are workplace motivation killers to beware of. Negativity If you’ve... Read More