Want to know the secret to keeping your customers happy? Well, you’re in luck! On season seven of the Voices of CX Podcast, we had the pleasure of talking with Customer Experience expert Scott McKain. …

Empathy is critical to creating a positive customer experience, and that is never more true than on one of the biggest shopping days of the year — Black Friday. Every year on the day after Thanksgiving, bargain hunters and retailers traditionally forgo a lazy day of emerging from tryptophan ODs…

Black Friday 2021 is almost upon us! If you haven’t already, it’s time to check your annual Black Friday stats and make sure your customer experience can meet the demands of the shopping onslaught headed your way.

This episode was also recorded in video format. To watch the conversation, tune in below: Subscribe to get new Voices of CX Podcast episodes in your inbox a day early! Transcript: Mary Drumond: We are back with one more episode of voices of customer experience. We’re on season seven…

This episode was also recorded in video format. To watch the conversation, tune in below: Subscribe to get new Voices of CX Podcast episodes in your inbox a day early! Transcript Mary Drumond: It’s season 7 of Voices of CX podcast, still bringing you the best thought leaders, practitioners…

Subscribe to get new Voices of CX Podcast episodes in your inbox a day early! Transcript: Introduction (00:04): A returning guest from season one of Voices of CX, Joseph Pine II, or Joe Pine, is an internationally acclaimed author, speaker and management advisor to fortune 500 companies and entrepreneurial startups…

Episode Summary Jeff Toister has extensive experience helping companies create a consistent customer service culture across their entire business. Here are a few of his tips on how to successfully accomplish that and why it’s important: To listen to the full episode, click here or listen below: Subscribe to get new…

On this episode, we talked to Chief Customer Evangelist at Gainsight, Dan Steinman. Dan has been deeply involved in the field of Customer Success before the phrase was coined by Salesforce, then adopted by virtually every major business in the world. …

In our Customer Decision Loop eBook, we learned how to map customers’ decisions from the moment their need arises to the moment they decide “yes, it’s worth it” to exchange their money for a product or service. …