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Category: customer experience

Staying Connected to Customers

May 27, 2020 pdonehue

In a recent article, McKinsey shared insights on four key fundamentals that people seek from business partners or suppliers during…

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Posted in: Business Communication, customer engagement, customer experience Filed under: customer relationships, how to stay connected to customers during the pandemic

Common Courtesy Isn’t Very Common: Can We Standout?

September 23, 2019 pdonehue

In one of his daily sales tips, author Jack Falvey, founder of “MakingTheNumbers.com,” wrote “Common courtesy isn’t very common.” Falvey…

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Posted in: customer experience, Selling skills Filed under: G.L.U.E., how to differentiate, how to standout, lagniappe

7 Simple CX Best Practices

May 26, 2019 pdonehue

Our previous post shared some interesting (though possibly disappointing) data about the Customer Experience (CX), and posed some straightforward questions…

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Posted in: customer engagement, customer experience, customer service Filed under: customer engagement, customer experience, customer service, cx

CX: How Does Your Organization Compare?

May 19, 2019 pdonehue

People readily say that a successful business must provide “good” customer service or a pleasant customer experience (CX). However, you…

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Posted in: customer experience, customer service Filed under: customer engagement, customer experience, customer satisfaction, customer service, cx

Building a Culture of Excellence Infographic

July 9, 2018 pdonehue

In a recent article, author and speaker Tammay Vora shared an excellent graphic summary (below) of a Tom Peters podcast…

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Posted in: customer engagement, customer experience, Engagement, Leaderhsip Filed under: culture building, customer experience, cx, engagement, high-performance culture, how to build a culture of excellence

CX & Avoiding Customer Service Burnout

June 25, 2018 pdonehue

Burnout can occur at every level of an organization – from top to bottom, and it’s commonly found among customer…

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Posted in: customer experience, customer service, employee engagement Filed under: customer experience, customer service, cx, employee burnout, how to manage employee burnout

Customer-Centric Leadership Traits

January 20, 2018 pdonehue

In a recent LinkedIn article, author and speaker Don Peppers identified the following six leadership behaviors that enable an organization…

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Posted in: customer engagement, customer experience, customer service, Leaderhsip Filed under: cx, driving a positive customer experience, how to lead a customer centric organization, leadership, leading the customer service

Upset Customers Infographic

November 28, 2017 pdonehue

Dealing with upset or angry customers can be challenging, and the stakes can be high. Here’s a simple infographic outlining…

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Posted in: Business Communication, customer experience, customer service Filed under: business communication, customer experience, cx, dealing with angry people, how to deal with an upset customer

Customer Experience Drivers?

November 4, 2017 pdonehue

Many companies have high customer satisfaction rates but have a difficult time translating the high satisfaction-levels into action. This problem…

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Posted in: customer engagement, customer experience Filed under: customer experience drivers, customer satisfaction, driving customer experience, measuring the drivers of customer satisfaction

Driving CX: The Customer Experience

October 23, 2017 pdonehue

Improving the “Customer Experience” (CX) has become a top priority for the vast majority of organizations this year, says the Forrester…

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Posted in: customer engagement, customer experience Filed under: customer experience, cx, driving the customer experience, how to engage customers, how to improve the customer experience

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