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How to Improve Your Live Chat Average Handle Time


Aching over why your metrics aren’t meeting your performance benchmarks is tough for any support team. It can make you feel like you’re not doing your job properly. Or worse, that you’re leaving your customers hanging around waiting to receive help. Each support channel demands different expectations from your support team. Support metrics  are crucial at Kayako. We’re

The 2017 Customer Experience Outlook

Kerry Bodine

I’m thrilled to announce the publication of our latest FREE eBook: The 2017 Customer Experience Outlook. My friends at Doberman and I recently reached out to our favorite customer experience authors, designers, and industry leaders shares to see what they’ve been thinking about at the beginning of 2017. To communicate honestly. To be kind to one another. FREE Resources Kerry Bodine & Co.

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How 6 marketing leaders plan to improve customer experience

Vision Critical

Two-thirds of CMOs are now on the hook for improving customer experience (CX). Despite all the recent buzz about CX becoming a bigger part of the marketing function, however, CMOs have yet to really step up to the plate. According to a 2016 study by Deloitte and the CMO Council , only a small minority of marketing leaders have made significant progress in improving CX. On one side, you have value.

What Makes Customers Unhappy? Avoid These 3 Pitfalls

Customer Bliss

Guest Post by Michael Becker, content strategist at Sharpen. Better customer experiences equal happier customers. And happier customers are what carries business forward. They buy more, buy more often, and share their experiences with others. Though keeping customers happy is important, it isn’t always an easy task. Avoid these three pitfalls in order to keep customers happy. 1. Nobody is perfect.

The Omnichannel Customer Engagement Playbook

The recent evolution of customer experience (CX) has been fast-paced and transformational.

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Ensure 2017 Is YOUR Year: 3 critical things to avoid!

Beyond Philosophy

Let’s face it; the holiday season is well over and becoming difficult to even remember. It’s time to get cracking. With a little effort, we should be back on track in no time. If only it were that easy! The truth is the hot mess we return to makes us want to pack up and head right back on holiday. Unfortunately, for the majority of us, this solution isn’t an option. So, we try. Apparently, it did.

Boosting Your Day to Day Productivity as a CSM


Optimizing productivity is important in any role but it requires particular attention in the world of customer success. As a CSM your schedule can be at the mercy of your customers and the multiple hats you need to wear throughout the days and weeks will pull you in different directions. Laying the foundation -. Know how reactive / proactive you really can be -. Unfortunately this not realistic.

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How Volkswagen is leading Customer Experience, With Jason Bradshaw – CB035

Customer Bliss

Episode Overview. Jason Bradshaw is the senior leader for customer experience — same role as a CCO, essentially — for the Volkswagen Group Australia. He’s been there since October 2015. Previously he held similar executive customer-facing roles with Target Australia, Fairfax Media, and Singtel Optus. He had to present a proposal for his first 90 days in the role. About Jason.

What Chair is Reserved for Your Customer?

Wired and Dangerous

Chairs are a big deal.  The big boss sits in the chair at the head of the board table.  The best player in each section of an orchestra is called “first chair” and the first chair of the first violin section is the “concertmaster.”  We call the leader of a committee the “chair.” Many renowned professors get an endowed chair at a university. What chair is reserved for your customers? 

Are Your Technology Decisions Killing Your Customer Experience?

Read this eBook to learn how your database technology decisions can affect your ability to deliver either a transformational customer experience or a lackluster, dissatisfying encounter that benefits your competitors, not your bottom line.

How to Embed a Customer Experience Framework 


In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. For the next few months, I am exploring each one of my seven tips in a little more detail. In November 2016 I did so with tip number 1 – how to make Customer Experience a priority for the whole company – you can read it here.

Don't forget to put the Service in your SaaS


When you are selling a SaaS product, you really need to think about what you’re actually selling. At PeopleMetrics we realize that we’re not only selling software, we’re selling a service. They want the product to stand on its own and be self-sufficient so they don’t need to talk to customers. The First Interaction. We want our end-users to feel like they’re getting real value. Immediately.

The Beginning Of A New Age For AI

Forrester's Customer Insights

These days it seems like you can't open a newspaper (ok, web browser) without coming across an article on artificial intelligence. Well publicized breakthroughs like Google AlphaGo's unprecedented victories over human Go champions have heralded the promise of a new golden age for AI. Add to that the personification of personal assistants in Apple's Siri and Amazon's Alexa coupled with Salesforce's "resurrection" of Albert Einstein and the rampant proliferation of AI-related startups - and the AI buzz becomes more of a cacophonous clamor. eventually.

The Fire Rooster


2017 is the Chinese year of the Fire Rooster – heralding lots of changes and challenges. A new President, fallout from Brexit, market uncertainty – and no clear leader of the Rebel Alliance. Uncertainty breeds unhappiness and unhappy customers are more likely to change loyalties, share negative experiences or jump ship. You need to be regularly assessing how your customers feel. Let us know.

5 Customer Satisfaction Templates You Can Use Right Away

Begin or improve your customer satisfaction program with these 5 ready to use templates.

How do you know if a customer-centric strategy is working?

Customer Bliss

Many companies  talk  about having a customer-centric strategy. Not all actually do. There are some great companies at this out in different industries — this article profiles a few of them, for example. But if you attempted to apply a customer-centric strategy in 2016 (or even have it on the radar for this year), how do you know if it’s working? Crawl, walk, run. Click To Tweet.


5 Top Customer Service Articles For the Week of January 16, 2017


Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. have added my comment about each article and would like to hear what you think too. Stages to Building Customer Loyalty by Melissa Gonzalez. My Comment: Customer loyalty doesn’t happen immediately. Salesforce) Lasting businesses are built on customer retention. BONUS.

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ICUC 2017 at NICE Interactions Welcomes Keynote Speaker – Alec Baldwin!


We’ve managed to top ourselves again by bringing to inContact’s user conference (ICUC) at NICE Interactions 2017 one of the hottest celebrities on the scene – Alec Baldwin! Throughout Alec’s impressive career, he has worked on fascinating projects on stage, on screen and in film. Learn more. The post ICUC 2017 at NICE Interactions Welcomes Keynote Speaker – Alec Baldwin! Customer Experience ICUC

Customer Success of Things - Some Definitions


As we observe momentum building up in Europe around the emerging role of customer success, I’d like to share a few thoughts around this business metamorphosis we are witnessing. While this new role is still very much at experimentation stage as it positions itself in the recurring revenue business model, there are common themes around its practice and impact. Conclusion.

Customer Experience Strategy: How to Measure the Immeasurable

Take a second to reflect on the brands you love. How do you go about creating an awesome customer experience strategy that works for your own customers?

Call for Speakers: Engage 2017 Verint Global Customer Conference


Are you interested in presenting during a breakout session at Engage 2017, the Verint Systems Global Customer Conference? This year’s conference will be held in Orlando on May 22 - 25, and Verint is seeking customers and partners who would like to share their experiences, expertise, opinions, and best practices with other conference attendees.

Introducing: Talkdesk Callbar


To welcome the new year, we’re excited to announce a brand new Talkdesk product line: Callbar. We’ve been working on this release for months and we’re thrilled to make it available for agents everywhere today. Read on for more details about Callbar. What is Callbar? Callbar is the fastest, most reliable way to handle Talkdesk phone calls. Why should I use Callbar? How can I deploy Callbar?

Amazing Business Radio: Chad Keck


Chad Keck Discusses How to Design a Customer Survey Your Customers Will Actually Complete. Some companies follow up a transaction by sending you a lengthy survey that may take five or ten minutes or even longer to complete. In other words, after you have given the company money, it rewards you with a “homework assignment.” There has to be a better way! What questions will this episode answer?

EEnormous bills, Ofcom fine and how to complain about incorrect bills

Helen Dewdney

Press release . Today, Ofcom, the telecommunications regulator, fined EE around £2,700,000 for overcharging its customers. The Ofcom investigation concluded that EE made fundamental billing mistakes. It cannot investigate individual complaints. However, you can inform them of problems and if a significant number of people do this regarding the issue then it can investigate and take action. So whilst Ofcom investigates large scale issues what should you do if your ‘phone bill is wrong? provides us with her top tips: Check your bill! Ofcom has instructed EE to continue attempts to trace them.

7 Steps to Elevate Your Customers' Experience

Learn how to walk through your customer's journey in order to improve their satisfaction and engagement

Top 5 Customer Experience Trends For 2017


The new year has arrived, and with the start of any new year comes the onslaught of predictions of what is going to make it big in 2017. Already, we're hearing this will be the year when chat bots, virtual reality and voice search gain a permanent foothold in our world. Customer Experience

6 Useful Examples of Apology Letters to Customers


According to Ruby Newell-Legner’s book, Understanding Customers, “It takes 12 positive experiences to make up for one unresolved negative experience”. As much as we may try and prevent them, negative experiences are a part of life. When our customers are unsatisfied with an interaction with or a purchase from our company, the best thing that we can do is apologize to them. Sincerely, Ashley W.

3 Ways to Get Quality Contact Center Monitoring Right

Myra Golden

The goal was to motivate customer service employees to deliver a better customer experience by monitoring calls and giving feedback on calls. The manager carefully crafted a monitoring form, which would be used to measure everything from listening skills to friendliness, to empathy. The entire plan was benched. This, friends, is a really good example of how not to do a quality monitoring plan.

Maintaining Proactive Customer Success in a Fast-Growing Startup


Every startup thrives for one thing: growth. As ARR grows, your customer-facing teams have to keep their cool and juggle between more accounts, and all that comes with it. When things are moving fast, it’s vital to remember that proactivity should stay a priority for the company. Acquiring new customers isn’t worth it if it means your churn rate is at an all-time peak due to negligence.

Guest Blog: 6 Signs You Are Ready to Outsource Customer Service


This week on our Friends on Friday guest blog post my colleague, Bryan Peterson, shares signs that may indicate it’s time to outsource your customer service. Outsourcing can be a viable alternative and it must be something your customers trust and have confidence in.  – Shep Hyken. Here are 6 signs your company may benefit from customer service outsourcing. 1. You’d Like to Save Money.

Why Employees Need to Be Responsible For Their Own Development

Michel Falcon Experience

How did Michael Jordan become the best basketball player of all time? Sure, for the majority of his career, he had Phil Jackson, arguably the greatest coach of all time. Jackson refined Jordan’s skills, but it was the hours of jump shots, free throws and conditioning that Michael worked on when Phil wasn’t around that made him the greatest player of all time. Employee development is no different.

Customer Service Satisfaction across the Globe


The first thing that comes to mind when you hear the words “customer service” is something bad because social media has made itself a portal for rants and feedback to bad customer service. Apparently, this could all be prevented if from the beginning, no discomfort was experienced by the customer. This is where customer service satisfaction comes in. Global Customer Satisfaction by the Numbers.

Forget Amazon — Kmart Has Already Disrupted Australian Retail


In the lead-up to Mount Vesuvius' catastrophic eruption -- as foreshocks became more frequent and the air grew tainted -- the citizens of Pompeii gossiped about a celestial force set to punish them for their sins. Around 2,000 years later, and there's the same apocalyptic mood around Amazon's looming impact on retail in Australia. But while Amazon's eventual launch will certainly disrupt incumbents, don't overlook the impact of another silent assassin: Kmart. Read more Categories: Australia. retail. Australia. retail Customer Experience