Trending Articles

Trending Sources

The proactive approach to customer complaints

Customer Bliss

Customer complaints are everywhere, and happen all the time. The word “complaints” is a bad word, yes — on the surface. But there’s power in customer complaints, just as there’s power in any feedback. Quickly, before we get to the action items on this post: think of your favorite brands. Consider brands that you love. You buy from them all the time. But how?

Empower Your Team With A Customer Service Philosophy


Customer service is incredibly important to any business. So important, even, that by 2020, it’s projected that customer experience will overtake price and product  as the key brand differentiator. So it’s safe to say that customer service is  important. But how do you ensure your brand delivers happiness like some of the industry’s leading lights such as Zappo’s and Buffer? Probably not.

What Is Customer Churn Rate and How You Can Reduce It Fast


Is your customer churn rate burning a hole in your retention plan? If so, you’re not alone. When it comes down to it, most companies are losing far too many customers. According to this article by Frederick F. Reichheld in the Harvard Business Review, the average company loses about half its customers in a fiver-year period. What Is Customer Churn? If the definition above sounds vague, it is.

Customer Emotions (Joy, Anger, Sadness, and Fear) Affect Contact Center Interactions

Experience Matters

As you may know, Temkin Group labeled 2016 “The Year of Emotion” in its annual listing of customer experience trends. Because emotion drives loyalty. And yet, despite its significant impact on customer loyalty, organizations do not focus on emotion enough. So to help increase organizations’ awareness of this critical area of customer experience, we […]. Emotion

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.

More Trending

Why Have We Stopped Listening to Our Customers? Guest post by Stephen Hewett


Although I have spent a long time working with clients in the customer experience sector, I think it’s vital that we continually challenge the way we listen to and understand our customers. Of course, there are those that say the data tells the truth of customer behaviour and that what customers say to you can’t be relied upon to predict their spending or interactions. Stephen Hewett.

5 Epic Employee Engagement Issues You Never Noticed


Highly-engaged employees will deliver better experiences to your customers, leading to increased loyalty, more referrals, and more business overall. Yippee! However, employee engagement is emotional and often hinged on the very last experience an employee might have – with his or her manager, with co-workers, with an angry client, or even with you. These simple moments add […].

What Golden Nuggets of Information Are You Missing Out On and Why?


Few events in world history compare to the excitement surrounding the discovery of California gold by James Marshall, in January of 1848. The famous discovery set off one of the most important migrations ever known. One of the largest gold chunks discovered at that time was by an indigent miner named Mr. Strain who in 1851 stumbled across a 50-pound nugget. View Article


Answering the Ultimate Question: What’s a Good NPS Score?

The Promoter team recently got together for a team outing — we went and saw the movie “Snowden”. If you haven’t seen it, I’d highly recommend you do. Following the movie, we all had our opinions. Some of us looked at the story that was told, others looked at how the story was told. It was […]. The post Answering the Ultimate Question: What’s a Good NPS Score? appeared first on

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.

The payment engine in healthcare, with Jennifer LeMieux of Gaffey Healthcare — CB21

Customer Bliss

I can’t believe we’re at 21 episodes of  The Chief Customer Officer Human Duct Tape Show. At At about one per week (plus admittedly I think I missed a week or two), that means we’ve been talking to guests for about six months now. It’s been awesome! This week: another great one. Welcome Jennifer LeMieux of Gaffey Healthcare. About Jennifer. Reference. The risk category.

Customer Journey Mapping workshop in November!

Kerry Bodine

Join us for a hands-on customer journey mapping workshop in the heart of San Francisco! I’m thrilled to announce our next open enrollment workshop: November 2, 9:00 – 5:00 & networking cocktails. November 3, 9:00 – 4:30. You’ll get to ask all your burning questions about journey mapping, hear best practices and examples, and swap tips with other customer experience practitioners.

Voice of the Employee (VOE) – Would you give your employees a seat at the board table?


I have been in the world of work since 1995. Akin to bringing up children, it is quite amazing how time flies!! When I left University all those years ago, I had little idea where my path of employment was going to take me. Today, as the master of my own destiny (a business owner), I often look back at my years as an employee with a real mixture of emotions. thought the decision was fascinating.

I’m a Waiter, Not a Salesman!

Steve DiGioia

This original article was written by Steve DiGioia. Customers appreciate your positive attitude. They prefer to buy from those they like and those that have their best interest at heart. Here’s a post adapted from my book that shows it works in the restaurant industry. Assume the sale. This is one of those phrases that is drilled into the head of any good salesperson. Here’s what I mean.

The Enterprise Guide to Customer Experience

Companies today face the challenge of building a dynamic and comprehensive experience that anticipates their customers’ needs. Download this guide and discover the tools CX pros need to improve the overall end-to-end customer journey.

Full steam ahead to a better consumer deal for Rail passengers

Helen Dewdney

Press release. It’s good news for rail passengers today, as their rights are boosted by the Consumer Rights Act, giving a much better deal on compensation for delays, cancellations and overcrowding. When the Consumer Rights Act 2015 was implemented on 1 st October last year, Sea, Rail and Air were made exempt from its conditions. However, following the Which? Designed by Freepik.

Are You Still Using The Marketing 5Ps? Move To The Improved 7Qs.


Marketing is a great profession. I’ve worked in or with marketing teams for almost my whole career. From the outside, others see marketers as those who come to work late and seem to party all night. They’re always watching TV or jetting off to exotic places to talk about advertising. So does all that hard work pay off? Not always in my opinion. And why? Who are your customers? Answering Q3.

Weak Signals and Boiling Frogs

CX Journey

Image courtesy of jronaldlee How do you recognize the weak signals in your business? Have you heard the story about the boiling frog? As told in Wikipedia , it goes like this: If you drop a frog in a pot of boiling water, it will of course frantically try to clamber out. But if you place it gently in a pot of tepid water and turn the heat on low, it will float there quite placidly. It's too late.

Is this the end of targeted customer marketing?


There has been a bit of a revolution going on in Marketing. Sparked by the remarkable success of a book by Byron Sharp:  How Brands Grow. Sharp discusses a series of Marketing Laws in an attempt to impose science (or at least empiricism) on marketing. He questions commonly held beliefs including whether Marketers should segment their customer base, the relevance of targeting heavy users and whether loyalty programs have any effect. Custoholic Blog

5 Customer Satisfaction Templates You Can Use Right Away

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

Shocking! Yahoo’s data breach

Beyond Philosophy

How we feel affects how we behave. Understanding the connection between our feelings and our decisions is an essential foundation for creating customer loyalty and retention. If you aren’t sure this is true, then ask yourself: would I open a Yahoo email account today? Yahoo is in the news all over the world. Not even because Verizon is buying them for $4.8 billion, either ( maybe ). Probably not.

International Day of Older Persons: Treat older customers properly & fairly, says consumer campaigner The Complaining Cow

Helen Dewdney

Press Release. The 1 st October 2016 is the International Day of Older Persons. Older persons can be vulnerable to a number of things including elder abuse, ageism, and exploitation. We hear often of the stories of carers abusing older people and employers not treating older people equally. Designed by Freepik. Ofgem has Quality of Service Guaranteed Standards in place. she declares.

The Growing Scope of Customer Communications Management


What do you think of when you hear the term “ customer communications management ”? Most people think of letters, statements, privacy notices, and other documents and correspondence that traditionally have been produced in large batches and mailed to customers en masse. Many people now include digital versions of those communications in their understanding of CCM, too.

Innovating to solve hunger in the city: Margarette Purvis (Food Bank For New York City) at Gel 2016

Creative Good

At our Gel 2016 conference earlier this year, Margarette Purvis described some of the strategies and technologies that she and her team have built to address hunger in the city. Margarette Purvis , President and CEO, Food Bank For New York City Speaking about the life-giving experience – in many cases, a life- saving experience – that her organization creates for New Yorkers.

The State of Customer Service

Get insight on customer service trends from industry leaders.

How can NPS be used to Inform Marketing?


By measuring and tracking NPS data organizations can understand the drivers of the business and begin to utilize the data to inform and drive marketing. In this white paper we investigate how you can integrate NPS with data strategy to inform data-driven marketing and drive further impact and results. Custoholic Blog

Guest Blog: Stop Wasting Money!


This week on our Friends on Friday guest blog post my colleague from Down Under, Warwick Merry, writes about an experience he had that demonstrates why a business must have the  systems and processes in place to take care of new and existing customers. If you cannot take care of the customer, it doesn’t pay to advertise! Shep Hyken . So save yourself money and stop advertising!

Everything you need to know about Payday loans

Helen Dewdney

In the first six month of 2016, complaints to the Financial Ombudsman about payday loans more than tripled to 4,186 compared to the previous six months. What is a payday loan? payday loan is very short term loan at a high rate of interest. typical example is if you borrow £200 to be repaid the next time you are paid – hence the name “payday loans”. The regulator says loans should be “affordable”.

Artificial Intelligence in 2017: the Next Step for Enterprises?


Next week is IP Expo, one of the UK’s main business technology events. One of the key themes of the show is Artificial Intelligence, something that shouldn’t really be a surprise considering the technology is fast becoming a reality in the enterprise, with chatbots, predictive intelligence and robot PAs. Personally, I think these fears are largely unfounded. Don’t believe me?

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?

4 ways of raising the profile of customer service in your organization


Date: Friday, September 30, 2016 4 ways of raising the profile of customer service in your organization. Published on: September 30, 2016. Author: Anne-Merete Jensen National Customer Service Week (NCSW) will soon be celebrated on both sides of the Atlantic. The scale of the industry is impressive with 3.4 For those that haven’t yet planned NCSW (and time is running out!),

Advancing Customer Experience Expertise in CX Month

Lynn Hunsaker

Advancing Customer Experience Expertise in CX Month optimizecx. Customers are the lifeblood of everyone’s food on the table. No matter what your income source is, it’s fueled by customers. That’s why October is one of my favorite months. CX Day is in the first week of October, founded by the Customer Experience Professionals Association ( CXPA ). Tuesday, October 4.


8 Change Leadership Strategies for Sustainable Results

CSM Magazine

Most change initiatives fail. This is a fact that too few leaders truly understand. Change is never easy. People are resistant to it and people will not just change because you tell them to. All it takes is one leader who wants to make their mark on a company to leave a sour taste, and the reception to change can be dead in the water for years to come. Change Leadership Strategies.

J.D. Power Finds Home Insurers Focusing on Customer Experience


The J.D. Power 2016 U.S. Home Insurance Study SM was released on September 19, 2016. According to Valerie Monet, director of the insurance practice at J.D. Improvements in processes and customer service benefit everyone—the customer and the insurer. When competing on price, it’s incredibly difficult to provide an outstanding customer experience” (emphasis ours).

7 Steps to Elevate Your Customers' Experience

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