Five Customer Experience Trends to Watch for in 2022 M4 Communications

Five Customer Experience Trends to Watch for in 2022

Welcome to M4 Communications' Five Customer Experience Trends to Watch for in 2022. As we normally do before we dive into this year's trends, we take a look at the state of Customer Experience last year. EPSON scanner image State of CX in 2021 2021 was about issues in the supply chain. The only thing [...]
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M4 Comm Empathy is Important

Why Empathy is Important and How to Build it in Your Organization

Prior to social media and digital tools, it was a challenge to understand who the customer was and what they wanted to satisfy their needs. Even with all the social and digital tools to help us get close to customers, learn from and listen to them, and engage with them, we still are behind to [...]
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five customer experience trends to watch for in 2021

Five Customer Experience Trends to Watch for in 2021

Welcome to M4 Communications' Five Customer Experience Trends to Watch for in 2021. Before we dive into what's in store for this year, let's take a look at the state of Customer Experience. If we were at the beginning of 2020, no one could have predicted how upside-down, sideways, diagonal our lives would become at [...]
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Five Key Customer Experience Trends for 2020 to Watch

Five Customer Experience Trends for 2020 To Watch

Welcome to M4 Communications' Five Customer Experience Trends for 2020 To Watch. This has become an annual event here at M4. But before we dive in, let's take a look at where we are with Customer Experience. The Current State of Customer Experience So, where are we with Customer Experience (CX)? The answer to the [...]
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m4comm Treat Every Day as CX Day

Why We All Should Treat Every Day as CX Day

The 7th annual CX Day is on Tuesday, October 1, 2019. It's always an exciting time for me because it's when we celebrate customers, the customer experience (CX) profession, and each other. Last week, I was a guest on a twitter chat and I said just that, and we should treat every day as CX Day. [...]
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How To Treat Each Day Like It’s CX Day

The 6th annual CX Day is on Tuesday, October 2, 2018. CX Day, a Customer Experience Professionals Association (CXPA) initiative, is celebrated across the world on the first Tuesday of October. The day is an opportunity to recognize the professionals and companies that make great CX happen.  There are online events like webinars, twitter chats, and [...]
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Monetize M4 NPS 8

Go the Distance with NPS to Drive Corporate Growth

Net Promoter Score (NPS) has been a hot topic ever since it was developed 15 years ago. Depending on what side of the fence you're on, you might or might not hold a lot of value in the metric. Recently I participated with some of my customer experience colleagues in a blog post discussion of [...]
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earn customer trust m4

How Have You Earned Your Customer’s Trust Today?

I had a conversation with a colleague recently about customer trust and it got me to thinking about it. We are so focused on making the sale, reducing churn and growing the business that it seems customer trust is an after-thought. Yet, we must first develop relationships with customers and earn their trust for them [...]
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railroad tracks for customer experience and customer success

2018: The Year Customer Experience and Customer Success Converge

This week, I read an online comment that Customer Experience is a part of Customer Success. Customer Success professionals believe customer experience is a subset of customer success. Customer Experience professionals believe customer success is a subset of customer experience. Each discipline has its own idea. The Customer Experience vs. Customer Success debate has been an interesting [...]
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