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Many of us are concerned with how to improve our careers. The key to becoming a better leader, better team member, better recruiter or a better candidate for a job is about improving your BEQ.
What’s a BEQ?View the whole blog: Colin Shaw
Retailers no longer have to constrict digital engagement with consumers to online shopping, as new technologies are giving them the capability for cross-channel interaction within their stores.View the whole blog: Electronic Avenue: how stores can use digital technology to create a customer-driven experience
Customer experience as a concept has huge support. Few argue that customers aren’t important, and we know how even small experience changes can have major business impact.View the whole blog: Understanding customers in the context of service design
On average, consumers tell 15 people about good customer service experiences and 24 about bad ones.View the whole blog: Answer-4U
In days gone by, we all realised we needed to establish a relationship with a customer to keep them happy. In order to have a relationship with our customers, we needed to build trust and nurture communication to create openness.View the whole blog: Customer Experience Blog
In all my years of meeting about customer responsibilities, I have never once been in the same room both with those who actually lead the move to customer centricity and with the people that prevent the move to customer centricity.View the whole blog: Customer Experience Best Practices
New customers are a lot like making a new friend. You need to make sure that you are making a good impression. After all, the goal here is to have a great relationship.View the whole blog: Colin Shaw
"Is customer experience management important in a business-to-business (B2B) organization?" Yes! It's interesting how often this question arises. I've been in the customer experience (CX) field in B2B organizations since 1989.View the whole blog: Customer Experience Best Practices
Business has really changed in the past decade. Driven by technology opportunities people want to communicate and collaborate more, like they do at home in their personal lives.View the whole blog: Talking About Customers