5 CX Must Reads: Best of November

By: Kate Zimmerman

November 30, 2015

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Check out this month’s must-reads about customer experience from around the web. The Sentiments team has aggregated what we think are useful and engaging articles for anyone interested in understanding and improving the customer experience.

How to Fix Bad Customer Service: The $54,000 Question
A new study estimates that bad customer service costs the average company $54,000 annually per employee. Follow some suggestions to make sure your company doesn’t become part of this statistic.

Deconstructing Apple’s Transactional NPS Survey
As the world’s NPS leader, Apple has standards to uphold, but also some flexibility when measuring NPS.

100 Customer Experience Tips in 105 Characters (Or Less)
Bruce Temkin is creating a CX tip a day, in a tweetable format, and the ongoing article is already a strong collection of CX advice.

Seven Ways to Engage Your Customers Using Social Media
Social media can be a low-cost, easy to implement solution to building your brand’s presence. Make sure you’re using it correctly when working with your customers, though, too.

The Red Bench Principle: Making your customers feel they’re at the center of your world
Instead of trying to wow and impress your customers at certain pain points in their journey, make them feel like your most important customer every single day.

Kate Zimmerman is a Product Marketing Associate at Clarabridge. Kate focuses on building content that supports CX efforts, product marketing, analyst relations, and has become an industry expert in Customer Experience Management. Kate holds a B.A in Politics from the University of Virginia and can be found on Twitter at @kmzimm.