Customer Service Archives - Christopher S. Penn Marketing Blog

You Ask, I Answer: What is Customer Experience?

by Christopher S Penn | Jun 18, 2018 | Business, Customer Experience, Customer Service, Marketing, Strategy

Adam asks, “What is customer experience? Is it the same as customer service?” Modern customer experience management, as a discipline and a profession, is an amalgamation and evolution of four sub-disciplines: Voice of the Customer (1993) Design Thinking...

You Ask, I Answer: Should You Deploy a Chatbot?

by Christopher S Penn | May 2, 2018 | AI, Artificial Intelligence, Chatbots, Customer Experience, Customer Service, Machine Learning, Marketing, Marketing automation, Marketing Technology

Hamid asks, “Should my business deploy a chatbot for marketing and customer service? What are the reasons or risks?” Chatbots – and any form of automation – promise a programmatic, uniform customer experience. There are two considerations for making this...

Business Strategy: Don’t Be This Toilet Paper Dispenser

by Christopher S Penn | Mar 2, 2018 | Business, Customer Experience, Customer Service, Strategy, Video

This toilet paper dispenser inspired me to share some thoughts on customer experience, business strategy, and what companies do most wrong: put themselves before the customer. Can’t see anything? Click here to watch on YouTube. If you enjoyed this, please share...

Customer Experience: What Kind of Employee Are We?

by Christopher S Penn | Sep 18, 2017 | Customer Experience, Customer Service

Here’s a brief thought exercise. Would you hire this employee? If they were on your staff, would you retain them? Punches the clock exactly, and refuses overtime without significant compensation Does the absolute minimum work possible to not get fired Spends their...

Great Customer Service in One Slide

by Christopher S Penn | Sep 11, 2017 | Advertising, Customer Experience, Customer Service, Marketing, Presentations, Productivity

Service is the dominant form of industry these days. Everything is a service; in fact, -as-a-service is appended to an enormous number of industries. We have software-as-a-service. (the online apps economy) We have platform-as-a-service. (the API economy) We have...

What is CX? What is Customer Experience?

by Christopher S Penn | Aug 18, 2017 | Customer Experience, Customer Service, Marketing, Strategy

Customer experience, or CX, has been and continues to be a hot topic for businesses seeking higher marketing ROI and longer customer retention. As with any seemingly new topic, we’ve lots of jargon to contend with. What is CX? How is it different from previous...