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Customer Experience

Ask a Question

May 22, 2012

Jesse de Agustin and 17 other people answered this question

Are surveys and polls still a valuable tool for learning from customers?

Here's the main issue with surveys. While surveys (& focus groups) get people talking about & self-reporting their experiences & emotions, we can obtain much deeper insights by looking at subconscious indicators of emotion (such as nonverbal facial expressions) and determining whether or not a ... more

Customer Service

Customer Conversations

Customer Experience

April 24, 2012

Shaleen Shah and 7 other people answered this question

What are some key strategies that you use to build customer loyalty?

I believe that the best way to build customer loyalty is to simply deliver your promises or do what you say you will do... You don't have to complicate things with fancy customer support services, mobile or web apps. It is not where you deliver ... more

Customer Experience

Customer Loyalty

March 30, 2012

Robert Star and 10 other people answered this question

How could United Airlines improve its customer service?

United service has detriorated and is now even worse following the merger. The phone lines are always busy and despite several tries I have yet to speak with an agent. Inquires by e-mail are acknowledged but never answered. The front line agents are struggling with ... more

Customer Experience

Customer Support

United Airlines

March 20, 2012

Telmo Ferreira asked a question

How should companies should evaluate customer satisfaction indexes in the B2B world?

Customer Experience

Feb. 10, 2012

Art van Bodegraven and 2 other people answered this question

What companies have revolutionized the customer service experience?

There are examples, great and small, of amazing customer service. Of anticipating, of being easy to do business with in all dimensions of the experience, of recovering magnificently from the inevitable small problem, of enlisting customers with good humor in the "we're all in this ... more

Customer Service

Customer Experience

Feb. 2, 2012

Chris Miller and 3 other people answered this question

Would you recommend having different support packages based upon customer's profit levels?

A very successful friend of mine always says that "Great service requires great margins". He purchased a business for 300K and transformed it to a $40M company almost solely on this principle. more

Customer Service

Customer Experience

Customer Loyalty

Jan. 31, 2012

Charlie Alter and 7 other people answered this question at this roundtable

Understanding Customer Service in 2012 [1/26 @ 1 pm]

To better serve customers, what do companies absolutely need to understand about their customers?

Good thoughts, bad pitch

Customer Service

Customer Experience

Customer Service Development

Jan. 30, 2012

Belldon Colme and 1 other person answered this question at this roundtable

Understanding Customer Service in 2012 [1/26 @ 1 pm]

What can customer service related SaaS do better to help companies engage with customer?

Since the purpose of customer service SaaS in any given company is, by definition, to reduce that company's actual personal engagement with customers, a better question might be "What can customer service related SaaS do to better meet customer needs?" The answer to that question ... more

Customer Service

Customer Experience

Customer Service Development

Events

Lead Nurturing 202: The Next Generation May 31 @ 11 am PT
Marketing Thought Leaders: A Conversation with Jamie Mallinger June 1 @ 11 am PT
The Tricks to Paid Media June 6 @ 11 am PT
Display Advertising for Brand Awareness June 20 @ 11 am PT

Top Contributors

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Caty Kobe

Points: 121

Community Support Manager Follow Following Unfollow

Mike Wittenstein

Points: 118

Customer Experience Designer... Follow Following Unfollow

Adele Berenstein

Points: 100

Consultant and Trainer Follow Following Unfollow

Kelly Craft

Points: 100

Senior Consultant - Business... Follow Following Unfollow

Mitch Lieberman

Points: 100

Vice President of Marketing Follow Following Unfollow

Tim Sanchez

Points: 80

General Manager Follow Following Unfollow

Jim Watson

Points: 80

Management Consultant Follow Following Unfollow

Evan Hamilton

Points: 80

Community Manager Follow Following Unfollow

Jeannie Walters

Points: 70

CEO Follow Following Unfollow

Ron Kinkade

Points: 70

Sr Marketing Manager Follow Following Unfollow

Esteban Kolsky

Points: 70

President Follow Following Unfollow

Belldon Colme

Points: 70

Owner Follow Following Unfollow

Lori Janjigian

Points: 70

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Kathy Herrmann

Points: 60

Consultant - Business Strate... Follow Following Unfollow

Brian Phelps

Points: 55

Lead Designer Follow Following Unfollow

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