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 Plutchik's wheel of...
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 their overall customer...
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 few steps...
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, but make...
by Christopher S Penn | Nov 30, 2018 | Brand, Customer Experience, Customer Service, Marketing, Strategy
Ava asks, "How can a local reseller market effectively against entrenched brands and big box stores?" Local resellers - like plumbing supply, home decor, electronics, appliance showrooms, etc. - fit in the category of value-added reseller. The key is the value-added...
by Christopher S Penn | Jun 18, 2018 | Customer Experience, Business, 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 and UX...