CX Press

There are so many great customer experience articles to read but who has the time? We summarize them and offer clear takeaways you can implement, starting tomorrow. Enjoy this segment of CX-PRESS where we read the articles so you don’t need to!

Episode 25: Why Anticipating Your Customer’s Needs Makes All the Difference

Why technology is never as easy as it should be, how a commuter train line is anticipating your needs with a simple piece of paper, and one man’s journey across all 50 states.

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Episode 23: Why The First 100 Days Are Key to Creating Lifelong Customers

How getting The First 100 Days® right can create lifelong customers, a unique day on the ocean you’ll never forget, and the difference between a good salesperson and a great salesperson.

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Episode 22: Why Customer Service and Marketing Must Collaborate

Why customer service and marketing must collaborate, the dos (and don’ts) of conferences, and why a phone call is more important than you think.

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Episode 20: How to Surprise Your Customers by Thinking Ahead

How one hotel group won more Michelin stars than any other, why thinking ahead is the best way to surprise your customers, and why the people with your customer are just as important as your customer.

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Episode 19: How Customer Experience Creates Your Brand

Why customer experience drives your brand, the keys to building great customer service habits, and why so few brands are using CX to differentiate.

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Episode 18: The Secret Ingredients to a Memorable Customer Experience

A look at how Disney is using CX analytics, what an incredible dinner can teach you about making a memorable customer experience, and what an 80s classic has to do with building your brand.

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Episode 17: How Customer Experience Creates Word-of-Mouth Marketing

Why customer experience is an accumulating asset, how going above and beyond translates into word-of-mouth marketing, and why employee empowerment is key.

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Episode 16: Why the Best Surprise and Delight Moments Are Unscripted

Why exceptional customer service doesn’t happen by accident, how to surprise and delight your customers, and the lessons we can learn from going to the big game.

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Episode 15: How to Cultivate Powerful Customer Relationships with Honesty

Why you shouldn’t be afraid to publicly admit your mistakes, how Netflix brought fun to its required communications, and how you can harness the power of positive feedback.

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Episode 14: How to Create the Ultimate Service Culture

Why a great service culture starts with corporate culture, how brands are pushing new frontiers in experiential marketing, and what gas rewards can teach us about the importance of a frictionless customer experience.

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