Fit or Fat: Does Your Business Have What it Takes to Cross the Finish Line?

As a runner, I have learned that you are only as good as you train. You can wish, hope, and dream yourself across the finish line all you want. Yet, if you don't do the work, you will never reap the benefits. Furthermore, if it were easy, everyone would be run. But it's not and nothing beats ...

Is Your Customer Experience Frictionless?

I ran my first marathon this weekend. It was an incredible experience, one I'll never forget. Although the memory of pushing through the last couple of miles and sprinting through the finish line will forever be etched in my memory, there is something else I won't quickly forget- the frictionless process of the entire weekend.   It takes a ...

The Social Shift: Why Going Where Your Customers Are Is Important

We live in a testimonial economy where the currency is raw, honest feedback in real-time. People are going online before making dinner reservations, booking travel arrangements, and coordinating adventures. Taking it one step further, they are even hiring attorneys, doctors, and professional services based solely off of what other customers have to say. Peer-to-peer reviews ...

Fighting Sucks: What to Do When Customers Punch Below the Belt

Just as customers can be great assets to any organization they can also be liabilities. In a perfect world, we would only have happy customers with zero problems. Yet, life isn't full of rainbows and unicorns. Customers are real people with real problems seeking satisfying solutions.  Customer complaints are to be expected. As CX professionals, fielding such feedback ...

Won by One: The Power of Reaching Out

Automation is incredibly valuable for booming businesses struggling to keep up with demand. However, automation should never replace the human touch. Problems will alway occur on a regular basis and it's impossible to have an automated response that will capture 100% of your customers' inquires and needs. This is where the delicate balance of automation and human interaction comes into ...

CX Spotlight: the Coffeebar Experience

There are two things I'm obsessed about- customers and coffee shops. So it's natural for me to gravitate to places that combine these two passions. It's also likely you'll find me talking about one or the other, or both.   Coffeebar Reno is nestled in the heart of southwest Reno, just on the cusp of the Midtown District. ...

Customer Empowerment is Better Than Self Service Ice Cream

When I get a hankering for ice cream there is very little that can stop me from satisfying the desire. Have you ever gone to a self service ice cream shop? It's lovely. You pick your own flavors and as many toppings as you'd like and send your tastebuds into utopia. It's quick, easy, and ...

Shut Up and Listen: Why Capturing Customer Feedback Will Make You Stronger

Communication lies at the heart of every human interaction. Whether we verbalize or internalize our thoughts/expectations/desires, we are in a constant state of processing and communicating. As CX experts, it's our job to tap into those conversations and extract valuable insights and wisdom to better our business processes.   How do you know when you're crushing it? Likewise, ...

Gimme, Gimme! 5 Ways to Serve Difficult Customers

Spending any amount of time in the trenches of customer service will quickly expose you to all kinds of customers. There's the good, which we love; there's the bad, which we avoid as much as possible; and then there's the ugly, which we all dread. Most can quickly call to mind at least one challenging customer service experience. Some businesses ...

Service Builds Trust. Trust Creates Loyalty.

A couple months ago I was headed out of town on a road trip when my husband noticed the air in one of my tires was low. It didn't take long for him to find a shiny nail lodged in my tire. Although I likely would have been fine, he didn't feel comfortable with me ...