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Bill Quiseng has over 35 years of luxury resort/club experience and is a speaker, blogger and award-winning writer in the areas of customer service for front-line associates and customer service leadership for managers. He has been recognized for his...

Today we announced the results of the 2014 Temkin Group CX Vendor Excellence Awards. Once again we had a great group of nominees, making the scoring difficult for the judges. Congratulations to this year’s winners: Allegiance Clarabridge...

The online and offline customer experience differs prominently. In a physical store, customer use physical cues to assess the competency of an establishment. It is a lot easier to evaluate the professionalism of employees after meeting them in-person...

Figure 1. Customer Experience Leaders Outperform Customer Experience Laggards In this post, I study what loyalty-leading companies do differently than loyalty-lagging companies in their customer experience management (CEM) efforts. The research helps...

Multiple times companies end up getting distracted in the fluff of the service and forget to understand the basics of customer service or small and simple steps that make the actual impact. CUSTOMER EXPERIENCE AMBIGUITY Large multinational firms and...