3 Customer Experience Ideas You Can Still Implement Before 2014 Ends

3 Customer Experience Ideas You Can Still Implement Before 2014 Ends We’re heading to the end of 2014 – the year of the customer experience. If you still haven’t implemented a customer experience strategy, it’s not too late. We’ve talked a lot about customer experience this year, everything from what it is, why it’s important […]

6 Strategies To Deliver ‘Above And Beyond’ Customer Service

What does it mean to go above and beyond? Neil Patel, respected marketer and co-founder of KISSmetrics, says that going above and beyond involves making customers “feel special” and “helping them out even when it may not make sense.” Neil strongly believes that “putting your customers first will help you increase your revenue in the long run.” […]

How Chick-Fil-A Creates A Memorable Experience (And Grows Revenue By 13% Annually)

For the last 10 years, Chick-fil-A has been growing at roughly 13% annually, meaning the business is essentially doubling in size every five to seven years. Steve Robinson, Chick-fil-A’s senior vice president and chief marketing officer, attributes part of their success to building a “raving fan” base full of Chick-fil-A ambassadors. But how does Chick-fil-A create these ambassadors […]

Learning From Amazon: How To Improve The Ecommerce Customer Experience

Amazon.com is the leading ecommerce retailer in the United States, generating a whopping $67.9 billion in revenue in 2013. Most people choose Amazon because of their low prices, but what if I told you that prices weren’t the sole contributor to their success? What if I told you that, in fact, it had more to do […]

Can Self-Service Support Improve Customer Satisfaction?

The rise of self-service support has been an interesting one to follow. I feel like it was only a few years ago that we as customers were at the mercy of companies when it came to support inquiries. I use to dread having to call a support number because I knew I’d be in for […]

How To Create And Use Customer Feedback Loops To Improve Customer Happiness

Since 89% of customers would switch to a competitor if they felt their experience was poor, it’s vitally important for you to have feedback loops in place to catch unhappy customers and collect insight. Business growth is held back when you lose customers. Feedback loops will help you create happier customers, which is the key to business […]

How Do You Calculate Your Net Promoter Score? Try One Of These Five Software Tools

How do you measure the customer experience? One metric you can use is your Net Promoter Score (NPS). Your Net Promoter Score is a number that represents how loyal your customers are – a calculation that takes into consideration happy customers (promoters), satisfied customers (passives) and unhappy customers (detractors). Calculating your NPS starts with asking your customers one […]

10 Most Popular Client Heartbeat Blog Posts In 2013

As 2014 gets back into full swing, I want to highlight some of our most popular blog posts in 2013. What a year for the Client Heartbeat Blog. We started from nothing, 0 subscribers, 0 visitors and no blog. By years end we built a blog and newsletter that now helps over 12,000 business professionals every month. In February we […]

4 Reasons Why Customer Advocacy Is Important To Your Business

4 Reasons Why Customer Advocacy Is Important To Your Business Customer advocacy is a marketing term for a customer-focused strategy that encompasses all aspects of contact a company has with its customers, including experiences with products, services, sales, support and complaints. Customer advocacy is important because it provides marketers and business owners with a way to […]

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