CX & Customer Success resources

MindTouch provides software and services to help enterprises deliver exceptional “help” experiences.  We recently sat down with Corey Ganser, the Customer Experience leader for MindTouch, to discuss MindTouch’s customer experience…MORE >

by Diane Magers If you are just starting, or are transforming, your customer experience practice, there is a driving desire for a quick win. A need to show financial results…MORE >

I caught a neat little article that – while written specifically to the restaurant industry – is applicable to any business.  In fact, it ties nicely to a whitepaper we…MORE >

Neff Hudson, AVP Emerging Channels at USAA shared some of their secrets to success in their customer (“member”) experience strategy at last week’s CXPA event.    “Doing the right thing because…MORE >

Signature Health Care’s VP Customer Experience, Andrew Smith, and Strategy talked about the challenges of operating in the nursing home market.  Signature Health care found they had “satisfied” customers but…MORE >

Day 2 of the CXPA Insight Exchange was opened by Ray Davis, President and CEO UMPQUA Bank.  Ray seems to be no ordinary CEO, and UMPQUA is no ordinary bank….MORE >

“No one can grow the business the way customers can.”  Here at the CXPA Member’s Exchange in San Diego Simon Lowe, Director Field Operations, 1-800-Got-Junk?, shared their real-world results that…MORE >

An article about our friends at Autodesk, “Autodesk Channels Customer Satisfaction” only scratches the surface. We all know that when rolled-out improperly, “tying customer satisfaction scores to partner compensation” (as…MORE >

Last week we conducted a completely NON-scientific poll in which we asked people involved in “customer feedback” programs to tell us how they refer to their effort. The question was…MORE >

Are you interested in leveraging customer feedback to help your organization improve customer loyalty? As a “customer” do you want companies to improve the experience you have with them? There…MORE >

Waypoint Group will be at VoC-Fusion, billed as “The World’s Largest Voice-of-Customer Event.”  The conference promises to be extremely useful for anyone running a customer feedback/loyalty program, not to mention…MORE >

I had the opportunity to fly Delta airlines recently.  Never been on that airline before (really) as I’ve been stuck in a stupid “loyalty” program elsewhere.  Imagine my surprise when…MORE >