Matt Searfoss

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The CX Circle: Insights from The Tipping Point

The CX Circle: Insights from The Tipping Point

As part of our CX Circle book club, for the month of August we read The Tipping Point by Malcolm Gladwell. While the book was published more than 10 years ago, the points that are made are still highly relevant in any business environment today. Read on to see what the TCFCR team thought about …Continue Reading

Ask a CX Expert: Biggest Game Changer in Retail [Video]

Ask a CX Expert: Biggest Game Changer in Retail [Video]

This week, our #CxExpert is discussing what he thinks will be the biggest game changer to enter into the #retail world in the coming year. With companies able to obtain a complete profile of you with this technology, how do you think it will impact your shopping experience? #customerservice #cx 

Ask a CX Expert: Keeping Great Employees Afloat [Video]

Ask a CX Expert: Keeping Great Employees Afloat [Video]

This week, our #CXExpert is sharing some #WednesdayWisdom on how to keep your best employees afloat in order to retain their loyal customers.

A Pop Culture Guide to Customer Care Training

A Pop Culture Guide to Customer Care Training

Looking for a guide to build your customer care training session off of? Then look no further than the TV in front of you! Not everyone learns the same way, and today we are sharing with you some examples that excellent customer service training can adopt for those who may be more visual or auditory …Continue Reading

Is The Customer Service “Department” Becoming Obsolete?

Is The Customer Service “Department” Becoming Obsolete?

Today we are excited to share with you a guest post from Mike Wittenstein. Let’s face it, most Customer Service Departments were created, and still exist, to deal with a mismatch between customer expectations and what a business delivers. This mismatch can occur even when the organization does due diligence and thinks it knows what …Continue Reading