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When Customers Become Customer Prospects


Last week, my husband and I officially became what I call “customer prospects.”  After having the same home insurance provider for over 16 years, we pulled the trigger and made the decision to make a switch.  We are what the industry calls “in market,” as we look at other providers and begin to compare and. View Article

ScaryCX – The scariest CX project I ever saw…


As Halloween approaches, I can’t help but reflect on some of the scary things I’ve encountered in my career as a marketing professional. Perhaps the most terrifying occurred in my role as VP of Marketing for an online printer. knew we needed to dive deep into the customer experience to uncover the cause, but I was petrified to tiptoe down into that basement. You ask. MAP OUT THE CUSTOMER JOURNEY.

Do Customer Journeys Drive Your Content Strategy?

Kerry Bodine

This journey map for the Exploratorium , a science museum in San Francisco, is one of my favorites. That’s because the folks at the former design agency  Adaptive Path (which was acquired by Capital One back in 2014) did a great job of highlighting two key things: 1) The entirety of the customer experience. But from visitors’ perspectives, there’s much more involved. Kudos to the Exploratorium!  .

Double talk can murder CX strategy

Customer Bliss

Double talk. It can feel like it’s everywhere sometimes. Let me be a little bit blunt to open this post, although I think many of you may have experienced this at least once. In short? Customer culture is talked about by many leaders, but ultimately misunderstood by most organizations. Let’s do a quick example. This happens with CX work too. How do you avoid the double talk?

HBR/Strativity Study finds 91% of Change Programs Do Not Succeed

A recent HBR Study, sponsored by Strativity Group, found that while most companies have at least one change program underway, only 9% reach their intended goal. Why? It's not what you think.

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Improve the Experience by Asking the Impossible Questions


Asking questions without limitations can lead to a better experience for your customers. The post Improve the Experience by Asking the Impossible Questions appeared first on Customer Experience Consulting. Blog Customer Experience Featured customer service employee engagement leadership linkedin management

Executive leadership in the Age of the Customer

Customer Bliss

The fifth of my customer experience competencies  is one-company accountability, leadership, and culture. Ultimately, this refers to executive leadership. How are they approaching customer issues? Are they on the same page? Each week on my podcast , a different CCO-level leader talks about this one-company leadership culture. One-company executive leadership: The key questions.

Tesla: Intriguing Insight To Success

Beyond Philosophy

Tesla announced that all of their cars will be self-driving cars. Wednesday’s announcement, delayed two days from the original announcement scheduled for Monday October 17th, stated that all of its cars will have the ability to drive themselves, referred to as level 5 autonomy. Before the announcement, many experts and industry commentators had little idea what it would be. Pampers had 149.9

Technical Competence & Organisational Clarity – The two pillars of Customer Centric Leadership


Even the best specialists in their fields of work; the most experienced; the most decorated; will continuously look for ways to evolve their knowledge and learning. Often, a glaring sign of a leader who is unlikely to be able to successfully and sustainably lead their organisation, is the stark reality that the leader does not think there is anything left to learn. You can read my column here!

The Enterprise Guide to Online Communities

This handy reference guide provides customer experience professionals with a concise breakdown of the top four types of online communities and an assessment of their potential ROI, along with recommendations for the best platforms.

Avaya and IAUG: Coming Together for a Better User Group Experience


Marilyn Shuck serves as a Director on the IAUG Board, president of the Puget Sound Avaya Users Group, and as a UC Engineer at the University of Washington. The combination of the Avaya Technology Forum (ATF) and the International Avaya Users Group (IAUG) flagship event, Avaya ENGAGE, is generating a lot of buzz. In the past, ATF was held in February or March, and Avaya ENGAGE was in June.

Cyber Attacks Knocked Out Huge Sites Last Week; Is Yours Safe? - Frank Reactions

Tema Frank

Cyber Attacks Are Even Hitting Huge Companies, So What Do You Need To Do To Keep Your Data Safe? When Sites Like Twitter Are Vulnerable to Cyber Attacks, Should We Just Give Up? Last Friday huge sites like Twitter, Netflix and Spotify were down for a while thanks to a massive cyber attack on domain provider, Dyn. And yet… Few Companies Are Protecting Their Data Well. Result? Tweet This.

Tools to Put the Customer at the Center of All You Do

CX Journey

Image courtesy of reynermedia Trying to ensure the customer gets the attention she deserves within your company? Striving to make yours a customer-centric company? How does the customer become the center of attention for your organization? What tools should you have in your customer-centric toolbox? Why does he do that? After all, you are in business to create and to nurture customers. And more.

5 Ways to Sound Helpful Not Patronizing

Kate Nasser

Do people see you as patronizing or helpful? Here are 5 tangible tips from The People Skills Coach™ to be helpful to others. Leadership, Teamwork, Service! The post 5 Ways to Sound Helpful Not Patronizing appeared first on

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5 Customer Satisfaction Templates You Can Use Right Away

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

How to Go From a Good to a Great Website: Engage and Convert More Successfully


What makes a great website? What makes a website great for your customers? What makes a website great for your potential  customers? The answers to these questions will help you to publish a  successful website. One that encourages current and potential customers to both see and engage with your content. And hopefully buy your products and services too! ”  But things change – fast.

Heads in the Cloud: Digital Natives and Unified Communications


Millennial—a four-syllable word that may as well be a four-letter one. Millennials are polarizing, and everyone seems to have an opinion about Gen Y, especially when it comes to the workplace. For many 20- and 30-somethings in the workforce, an unfortunate reality is a stigma around their generation—a disdain for their unwillingness to cope with the status quo of conventional workplace policies.

Report: ROI of Customer Experience, 2016

Experience Matters

We published a Temkin Group report, ROI of Customer Experience, 2016. This This research shows that CX is highly correlated to loyalty across 20 industries. Here’s Here’s the executive summary: To understand the connection between customer experience (CX) and loyalty, we examined feedback from 10,000 U.S. consumers that describes both their experiences with and their loyalty to different companies. […].

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5 Top Customer Service Articles For the Week of October 24, 2016


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. Increasing Sales With Personalized Marketing by Tyler Walton. Obviously, that’s easier said than done. Here are a few interesting takeaways from its seven-day study from midsummer.

The State of Customer Service

Get insight on customer service trends from industry leaders.

Your Contact Center is a Hotbed for Customer Engagement: Here’s Why


We know that when a brand delivers great customer experience, customers are more likely to establish a positive connection and long-term loyalty towards that brand. Given this, most companies, including your own, spend countless hours and resources looking for ways to improve customer experience strategies. However, the customer experience is only a part of the equation. Every day, company representatives interact with customers and, within those interactions, your brand has the opportunity to foster customer engagement. Engaged customers really are your brand’s best friends.

5 Tips to Boost Your Holiday Shopping Revenue This Season


Whether you’re selling billing software or dog sweaters, you can be sure to expect one thing this holiday season: a big increase in site traffic. Unless you’ve been living under a rock, this probably doesn’t come as a surprise to you. After all, online shopping is now more popular than ever before. Why would the holidays be an exception to this growing phenomenon? billion. Don’t believe us?

Advanced Techniques for Writing Avaya Breeze Snap-ins Using Engagement Designer—Part Four


Welcome to the fourth in my series of videos addressing some of the more advanced Avaya Breeze ™ techniques. In Part One I showed you how to catch and process errors inside a Breeze Snap-in. In Part Two I addressed Breeze Connectors. In Part Three I added multimodal communications and parallel gateways. To start viewing my videos from the beginning watch the introductory series.

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Exploring Multiple Emotions During Contact Center Interactions

Experience Matters

In a previous post, I discussed results from a joint study that we conducted with Mattersight Personality Labs (MPL) to examine customer emotions within contact center interactions. MPL isolated the occurrence of four specific emotions: joy, anger, sadness, and fear in more than 118,000 calls across 11 large brands. In addition to detecting the customer emotion, […]. Customer Connectedness Customer experience Emotion

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?

Activate Your Customer Service Superpowers with Kayako and Zapier


Let’s face it: customer support is a superhero role. You make customers happy, remove roadblocks, and save the day when catastrophes arise. But it can be difficult to do all of that when your faithful sidekicks (in this case, the tools you use to do your job) don’t let you achieve your full potential. Think something and it just… happens. The power of automation is just that. But how?

Guest Blog: Why Salespeople Must Surface their Inner Chameleon – and How to Do It


This week on our Friends on Friday guest blog post my colleague, Merrick Rosenberg, explains how important it is for salespeople to incorporate personality style into the selling process. have always been fascinated by personality styles and feel they can be a helpful tool for building strong customer relationships. Shep Hyken. Every salesperson knows that long-term customer relationships are the key to success. Nonetheless, most sales training pays little or no attention to how personality styles affect these relationships. The problem is that other people don’t necessarily want what we want.

Delivering Powerful Customer Service!

Wired and Dangerous

Customers have changed! Research shows their expectations for customer service have increased 60% in the last 12 months. And 76% of customers say that the level of customer service you provide is the true test of how much your organization values them! For today’s wired and dangerous customer any encounter with indifferent service fosters a quick exit to a new provider.

Customer service training, or service education. What’s the difference?

Up Your Service

Many companies provide customer service training for some or all of their employees. But soon after the leaders of these same companies ask why everyone in the organization hasn’t embraced a true understanding of – and commitment to deliver – service excellence ? Let’s start with customer service training. First, consider the word “training”. We can even train our pets to perform new tricks.

7 Steps to Elevate Your Customers' Experience

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

As Consumer Tech Remakes the Workplace, a Thoughtful Security Strategy Is the Best Defense


I think we’d all agree the business landscape has changed dramatically over the past two decades. Think back to the last time you wrote a paper memo or sent a card inviting a colleague to a meeting. It’s been a long while. Think about it. We carry multiple devices to stay connected both professionally and personally. These devices have become our modern day Filofaxes or Franklin Planners.

5 Tips for Managing Customer Expectations


Customer satisfaction is dependent upon knowing your customers’ needs and expectations. But your ability to meet, and even exceed customer expectations is often dependent upon what customers think their experience should look like. With careful consideration and a few adjustments, you could be a master of customer expectation management. Understanding Your Customer’s Expectations. Country/region.


Outsmart Your Competition With These 3 Essential Skills

Steve DiGioia

This original article was written by Steve DiGioia. Big Frankie comes into your restaurant.  You know the type, big guy, hands like a baseball mitt, a loud voice and brags about almost everything.  Big Frankie is always the star of the show wherever he goes and wants you to know it. Tonight he comes in with a few of his buddies.  It’s show time…. First sign of trouble, but you’ve got this.

The Organizational Benefits of Customer Success


As SaaS companies transition into the customer maturity phase of their business, the opportunity arises to proactively secure customers for life by providing them with a superior experience while reducing or avoiding the impacts of many of the pitfalls and challenges of a growing company. The goal is to help customers find value from their purchase and then retain them by earning their loyalty.