by Christopher S Penn | Aug 31, 2022 | agencies, Client Service, Customer Experience, Customer Service, Marketing
Sarah asks, “How do you get clients to renew on a monthly basis when, at the same time, you need to convince them on the “long game” aspect of your effort with them as an agency?” Can’t see anything? Watch it on YouTube here. Listen to the audio...
by Christopher S Penn | Oct 18, 2021 | Customer Experience, Customer Service, Marketing
“The customer is always right.” For over a century since Harry Gordon Selfridge coined it, we’ve been stuck with this platitude, and it can be dangerously wrong for the health of our businesses. It had its place. After all, businesses even today are...
by Christopher S Penn | Sep 30, 2020 | Customer Experience, analytics, Customer Service, Marketing, Marketing Data Science
Stephanie asks, “When it comes to building trust, how do we know what success looks like? How can we measure it?” Trust is a tricky thing to measure because it’s such a core of emotion. If you examine emotional theory, especially things like...
by Christopher S Penn | Oct 30, 2019 | Customer Experience, Customer Service, Marketing
I had the opportunity to attend Comcast’s CX Technology Day at the invitation of Jay Baer and the team at Convince and Convert. CX Day is Comcast’s highlighting of what they’re working and some of the challenges they’ve overcome to improve...
by Christopher S Penn | Sep 30, 2019 | Client Service, Customer Experience, Customer Service, Management, Marketing
Amber asks, “How do you prepare for client meetings/calls when presenting deliverables? I tend to write down everything that I want to say as my thoughts get murky and I tend to stumble over my words. Is that juvenile? What is the best way to prepare?” A...
by Christopher S Penn | Jun 4, 2019 | Artificial Intelligence, AI, Customer Experience, Customer Service, Machine Learning, Marketing, Marketing Technology
Amy asks, “How can we use AI to improve customer service? What are some ways to practically implement it?” Customer service is everything from the purchase onwards in the customer journey, and companies are faced with dual mandates: make service better,...