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Tag: customer experience

Are You Driving the Customer Experience?

May 3, 2020 pdonehue

It seems improving the “Customer Experience” (CX) has been an increasingly common business priority over the past few years. It…

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

Terrible Too’s

August 25, 2019 pdonehue

It’s a simple fact – too many sales people talk too much and listen too little. While it may come…

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Posted in: Business Communication, Listening, Selling skills Filed under: customer experience, cx, how to conduct better sales calls, how to sell more effectively, listening skills

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

5 Customer Service Questions for Business Leaders

April 12, 2019 pdonehue

“Customer service is a leadership issue,” said author and CX consultant Micah Solomon in a 2018 Forbes article. “It requires…

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Posted in: customer service Filed under: building a customer-centric culture, customer experience, customer service, driving customer experience

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

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

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

Sales Malpractice!

July 19, 2017 pdonehue

Defined as “prescribing medicine or medical treatment without sufficient knowledge of the patient’s condition,” medical malpractice can have devastating effects.…

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Posted in: need assessment, Selling skills Filed under: always do what is best for the customer, customer experience, customer need assessment, cx, how to assess customer needs, sales malpractice, selling process, selling skills

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