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“When you have the right, it doesn’t mean that you are right.” - Farah Ezzatie (Author)View the whole blog: The Customer Service Network Blog
Most organisations measure customer experience via surveys, often long after an interaction has been completed.View the whole blog: QuestBack's Customer Experience blog
Are customers or employees the number one priority of management’s decision-making hierarchy? … Or perhaps investors trump all? These questions may be in the consciousness of most customer experience practitioners.View the whole blog: Customer Experience Best Practices
It is clearly the age of the consumer – and has been for some time now.View the whole blog: Know Thy Customer Blog
You’ve heard of garbage-in, garbage out, right? It’s amazing how often work teams put up with substandard inputs “thrown over the fence” from groups they rely on for information or materials to do their work.View the whole blog: Customer Experience Best Practices
This year will see the second anniversary of Amazon Mayday, the 24/7 video customer support on the Kindle device.View the whole blog: All About Customer Management
At the start of this decade, it would have taken a lot of nerve to claim that e-commerce would dominate the world of retail by 2015. After all, at the time e-commerce represented under 5% of retail sales, and those engaged in it were largView the whole blog: Rick Chavie's MyCustomer blog