Customer Experience Development

What exactly is customer experience management?
By Graham Hill, CACI Customer Solutions Group... go here>

Six laws of customer experience
This link takes you to a free white page on the six laws of customer experience written by Bruce Temkin. It talks about the fundamental truths that define how organisations treat their customers - a great read and resource.  go here>

A readymade customer satisfaction survey template
Frequently you need to send out a customer satisfaction survey to your customers to find out how well you are doing. Rather than having to reinvent the wheel Dave Appleby has created this ready-made list of questions that you can use to survey your customer base.  go here>

Six ways to collect customer feedback
How to harness the voice of the customer. This article talks about six ways to ensure you are collecting customer feedback quickly and easily. It's a good checklist if you are looking for different ways. go here>

The Top 25 positive words and phrases
In a customer service environment the language that we use can have a strong effect on how the customer perceives the service. In a sales environment this is even more critical. Here Pinaz Hansotia has pulled together the top 25 positive words and phrases that we can use in our customer interactions. To read more of this discussion… go here>