Give me that WOW Effect!

Can you remember the last time you experienced a WOW effect? That “out of this world” customer service experience that exceeded all your expectations. Where you were so impressed with … Continue Reading →



Ein Blick hinter die Kulissen vom Zattoo Customer Service

For the English version, please click here – Zattoo – A Customer Service Insight In der Schweiz oder Deutschland habt Ihr sicher bereits Eure Lieblingsfernsehsender auf dem Smartphone, Tablet, Xbox oder … Continue Reading →


bob the builder

Bob the Builder saved by CX

Meet Bob. Bob in the Managing Director and Owner of his own building company in his hometown, Craneville for the past 30 years. In addition, Bob runs around 10 hardware … Continue Reading →



Card Payment Chaos

I don’t even know why I am writing about this topic. We are living in 2014! The Curiosity is wheel spinning on the dusty Mars terrain. Your mobile phone can … Continue Reading →



Smart, demanding Customer seeks knowledgeable, Human contact that care

According to, most customers (or 59%) still prefer popping into a store to interact with a brand. This supports the fact the majority of customers are social beings, still … Continue Reading →



Customers vs Consumers! Who will prevail?

As a company do you call the target market that purchases you products & services “Customers” or “Consumers”? As an end consumer, do you prefer companies refer to you as … Continue Reading →


Roman Cardo Pillars and Soldiers at Beit She'an, Israel

10 Pillars behind Exceptional Customer Experience (Part 2 of 2)

Welcome back! Today I shall discuss the last 5 pillars behind Exceptional Customer Experience ECX. If you have not read part I of this two part blog then may I … Continue Reading →



10 Pillars behind Exceptional Customer Experiences (Part 1 of 2)

Ever wondered what lies behind exceptional customer experiences? The answer is surprisingly a very humane one. Feelings , reactions and decision making processes which people use every day in their … Continue Reading →



5 easy steps to put angry customers at ease

You standing at your counter and whistling to the background music. You have reached your sales targets for the day and had the best steak for lunch. All is good! … Continue Reading →



6 top frustrations, customers experience when dealing with customer service departments

We have all been there. “Your call is important to us. Please hold.” Then the low budget, one-tone, cheesy elevator music kicks in. Followed by: “Sorry Sir. I am not … Continue Reading →


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