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The Role of Digital in Customer Experience, by Sandeep Kuvvarapu


The customer has always been at the heart of every business, be it a street vendor selling hot dogs or a multi-national firm selling a wide range of products. All business have taken necessary measures, so that customers become loyal, provide repeat business, and advocate their products & brand – thereby increasing the customer base. and Pepsi Co. billion in USA and $ 300.00

If a Picture is Worth a Thousand Words, What’s a Video Worth?


The old saying about a picture being worth a thousand words is true, a picture provides an additional “sense” of the story, adding context to help our understanding of an event or situation. We all know what it is like to read the answers to a survey or a transcript of an interview. Sure, there. View Article

What’s the State of Work-at-Home in Customer Care in 2017?


About five years ago, we entered a discussion with a prospective client. They had been outsourcing their customer service to a call center with a predominantly “work-at-home” (WAH) model and one of the first questions they asked us was about work-at-home agents. They’d had a bad experience with that model and were keen to move as far away from any work-at-home solution as possible. Is It Enough?

For a laugh: Adobe’s new customer experience ad

Customer Bliss

This will be a shorter post, as we’re working on a longer one for next week about customer experience rooms ( I call them customer rooms sometimes , and often work on them in my client work). You may be familiar with the Adobe Experience Cloud , which gives a business a suite of insights around campaign-building, ads management, customer profiles, and other centralized assets.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

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Why the CX and Branding Departments Should Be Sharing Notes


A few months ago at a sales training I was giving, I talked about our offering of “Brand Defector Research” and its use cases in the market. A team member raised his hand: “But we do not talk to Brand folks usually”. I looked at my slide, I looked at the words I was using, View Article

6 TED Talks That Are Surprisingly Relevant to Customer Success


Who doesn't love a good TED Talk? Customer Success isn't just about Customer Success, it's about skills, learning, growth, people, and much more. Here are some TED Talks that might not appear to be directly related with the stuff you do on a day-to-day basis, but that will inspire you and help you get even better at Customer Success. Learning Empathy as a Skill.

Signs You Work in a Toxic Environment

CX Journey

Image courtesy of lambert03 Is your work environment toxic? You wake up every morning and drag yourself into the office. You know there's a reason you drag and don't skip. The thought of being in your office makes your stomach turn, and you wake up every morning checking your temperature to determine if today might be a sick day rather than a work day. Don't worry. We've all been there! Exactly.

CX at the World’s Largest Manufacturer of Eyeglasses, With Diana Helfinstine – CB43

Customer Bliss

Episode Overview. Like many of the CCOs I interview on this podcast, Diana took on what was essentially a new role in her organization. She had to shape the role internally. Now she’s been there (and in the role) around five years, so it seemed like a good time for reflection on what she’s been able to achieve and how she went about doing it. About Diana. Defining The Role At Essilor.

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How Does Customer Experience Impact Angry Customers?

Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.

How to Build Customer Trust One Interaction at a Time


In the age of disloyalty , it’s easy for your customer to jump ship from one subscription business or ecommerce store to another. How do you make a customer feel respected and gain their trust? Customer trust is a reciprocal behavior to what they receive. Trust comes when you understand your customer’s needs, respect them, and offer relevant service. Your customer has high expectations.

7 Reasons To Focus on Customer value

Beyond Philosophy

Customer-centric organizations are 60% more profitable than non-customer focused organizations (Deloitte and Touche). Forrester Research declares 2017 the year that businesses become customer-obsessed. So what is the secret? Providing ‘value’ to the Customer. However, most organizations are terrible at doing this and particularly bad at articulating it. It starts with objective analysis.

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5 Ways AI Will Enhance Call Centre Industry


Contact centres have seen the biggest growth in the recent years. According to Global Industry Analysts, the global contact centers market will reach $337.8 billion by 2018. However, a huge change that the industry is about to face is the presence of Artificial Intelligence (AI). AI is the enabling of technology and machines to perform the tasks which are usually done by humans.

Four Customer Service Lessons from a Stevie Award Winner


Congratulations to Squaremouth , who just won a Gold Stevie Award for Customer Service Department of the Year – for the fourth time! For those that don’t know, the Stevie is an international business award that recognizes top performing organizations in several categories including customer service.) So, how did Squaremouth win the Stevie? Let’s start with the most important reason first.

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.

Choose the Right Customer Experience Data to Make a Difference


Big data can be overwhelming. It’s just…well, big. And while customer experience management (CEM) activities should be data-driven, it is hard to figure out which data to use. What will make the most impact as you expand your CEM program? Every industry, and every company, will have different types of data to look at. What is the right customer experience data to measure? Let us show you.

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5 Reasons Why Net Promoter Programs Fail


Believe it or not, not everyone is a promoter of their own Net Promoter System®. In our 2016 NPS Benchmarks Study, we found that an astounding 49% were not promoters of their own NPS® program. This is just one of the many reasons that some Net Promoter programs fail. But, there are many other NPS […]. The post 5 Reasons Why Net Promoter Programs Fail appeared first on CustomerGauge.

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Talkdesk Spotlight on: Sam Nelson


Every once in a while, we like to celebrate some of the amazing people who make the Talkdesk team tick. Today, we’re putting the spotlight on Global Channel Manager Sam Nelson. She took the time to answer a few questions for the blog, so read on to find out more about one of Talkdesk’s best. What made you want to join Talkdesk? Talkdesk is exactly that. The people. Pigeons. Talkdesk

How Contact Center Customer Experience Will Evolve in 2017


Contact centers will continue to evolve and improve as the need for better customer support continues to grow. And, since the need for customer support has never been higher than in 2017, it’s unlikely that improvements are going to slow down anytime soon. So with that said, what does 2017 hold for the customer experience? WAN link redundancy. Quality of service. Quality call monitoring. More Apps.

5 Customer Satisfaction Templates You Can Use Right Away

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

5 Top Customer Service Articles For the Week of March 20, 2017


Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. No More Nonpologies: Apologize to Customers Like You Mean It by Leslie O’Flahavan. Here are three tips for writing a heartfelt apology to a customer. It’s simple.

To boost customer loyalty, telecom companies need to go beyond NPS

Vision Critical

Telecommunication companies are under immense pressure to provide better, faster services. According to Jen Palmer from T-Mobile , “If we don’t provide the service our customers want, expect and deserve, they can leave us.” Despite this, telecoms are notorious for having the lowest rated customer service departments and representatives of any industry. The problem with NPS surveys. That’s a $1.6

NPS® Leadership Excellence at Areas USA


Every so often you come across a company that you would want to work for, not only for what they make, do or sell, but because of the vision they hold and the people they employ. For me, Areas USA is that company and team. This month I was invited, along with our Customer Success Manager, Andrew […]. The post NPS® Leadership Excellence at Areas USA appeared first on CustomerGauge.


3 Ultimate Factors of Business Performance

Lynn Hunsaker

3 Ultimate Factors of Business Performance Lynn Hunsaker. Is customer engagement, artificial intelligence, digital marketing, predictive analytics, big data, or some other “shiny object” the key to driving business performance? Certainly all of these endeavors can make a difference in revenue growth. 91% of companies claim to be customer-focused, yet only 10% of customers agree 2.

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?

Rules for Increasing Retention and Creating Growth Within Existing Accounts


This post was originally posted on Julie's LinkedIn. If you’re in business today with a recurring revenue model, of the biggest questions you must ask is “where are the gaps in my revenue engine?” ” You may also be seeing an all-too-common trend: customer churn and/or a slowing trajectory of revenue growth. How We Did this at Influitive. Learning from Our Process.


Plusnet gets a “minus” – and a big fine – for incorrect billing

Helen Dewdney

Plusnet has become the latest telecom provider to be fined by the regulator Ofcom. The broadband and phone provider, owned by BT, has been fined £880,000 for billing former customers. It is the third provider in less than 6 months to be fined by Ofcom. In October 2016 Vodafone was fined £4.6m for breaches of consumer protection laws and in January 2017 EE was fined approximately £2.7m for incorrect billing. Plusnet faces a fine of £880,000 imposed by Ofcom for continuing to bill more than a thousand former customers for landline and broadband services. Useful information.

Kaiser Permanente and Humana Earn Top Customer Experience Ratings for Health Plans

Experience Matters

We recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. consumers. Kaiser Permanente and Humana deliver the best customer experience in the health plan industry, according to the 2017 Temkin Experience Ratings. For the second year in a row, Kaiser […]. 2017 Temkin Ratings Customer experience Aetna Anthem BCBS of Florida BCBS of Michigan BCBS plan not listed Blue Shield of California Cigna Health Net Health plans Humana Kaiser Permanente Medicaid Medicare TriCare United Healthcare

Driving Employee Engagement in Today’s Contact Center


It only takes a quick look around your surroundings to see that the world has changed. Every head is buried in a phone—and apps and bots are used to do everything from hiring a car to dimming the lights. Millennials, now the largest population segment, have grown up in this modern world and expect these technological conveniences in every aspect of their lives.

7 Steps to Elevate Your Customers' Experience

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

10 Signs of a Company That Really Cares About Customers

Provide Support

10 Signs of a Company That Really Cares About Customers. Did you know that there’s such a thing as International Clients’ Day ? Although I’ve been in customer service for more than a decade, I first learned of it last week through a special offer email that I got in my inbox. Do you happen to hear about it too? Would you join the club too?(.). Read more. Permalink | No comment.

Amazing Business Radio: Diana Oreck


Diana Oreck on How to Be a Customer Service Rock Star. What lessons can we learn from rock stars in the world of customer service and customer experience, like Ritz-Carlton? First Up: In Shep Hyken’s opening comments he relates an experience from the customer service workshops his company conducts for client companies. After a list is tallied, an interesting observation can be made. They are.

[Infographic] The 4 Stages of Scaling Customer Success


It's never too early to be thinking about Customer Success at scale. From Day 1, a truly customer-centric company should ensure that Customer Success Operations are engrained in its DNA. As your SaaS company matures and goes through the different stages of growth, Customer Success should be evolving rapidly.