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What 1000 Consumers Say About Bad Customer Service


CONTENTS. Intro: Word of mouth marketing. 1: The importance of getting it right first time. 2: Our experiment. 3: The results. 4: What this means for your business. 5: Is it too late to win the customer back? 6. What you can do to rectify bad customer service. Takeaways. Intro: Word of mouth marketing. At Kayako, we help our customers get better at customer service. Jeff Bezos (Founder, Amazon).

How Top SaaS Companies Use Customer Success to Answer Their Biggest Marketing Problems


Ever log on to your computer in the morning and immediately get that sense that you’re drowning? The sheer abundance of information we’re exposed to online can overload even the fastest and most voracious readers—some of which include your prospective customers. What if we learned from our most successful customers and used that to speak to our intended audience? Winning Headline.


Why Your Company Needs a Journey Room

CX Journey

Today I'm pleased to share a guest post by John Zilch with Dun & Bradstreet. A few years back, I was working at a mid-sized software company and was part of a project team looking to overhaul our pricing and packaging. The initial stages of the project involved speaking with customers, researching the competition, and performing the math necessary to hone in on the correct pricing.

10 Facts and Statistics to Consider For Your Holiday Customer Support Strategy [Infographic]


For most retailers across industries, the holiday season promises increased sales revenue. Some retailers start their holiday promotions as early as October to capture the early birds. However, many people still end up buying last-minute gifts. Today’s consumers know they have more choices, especially during the holidays. Make It Truly the Most Wonderful Time of the Year.

How to use an insight community to improve customer experience

Too often, CX leaders focus on fixing individual transactions and customer complaints instead of stepping back and systematically designing superior experiences. Download this e-book and learn how you can design complete customer journeys, across the entire customer lifecycle using an insight community.

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Democratizing Large Enterprise Chatbots for Small Businesses

Esteban Kolsky

I must confess, I am a bit of a nut about chatbots. have been doing AI and related technologies (including NLP and bots-like tech) for quite some time and was a firm believer in the early waves of chatbots (back then we called them virtual agents – this is circa 2000 and was just starting to enter the realm of large enterprises). Today, NoHold launched their product. No Coding.

Voice of the Customer: It’s NOT About You! by Martha Brooke


What’s the point of doing a customer satisfaction survey? Well, rather obviously, to gauge how customers perceive you, and where their expectations are being—and not being—met. This requires walking in the customer’s shoes and designing your survey from the customer’s perspective. Sound simple? It is…sort of. Let’s look at an example: “Please rate the balance of graphics and text on *.com.”

Beware: Are YOU on Your Employee’s Naughty List?

Beyond Philosophy

Your employees have the power to make or break your Customer Experience this holiday season with the customer service they provide. However, when employees aren’t happy, customer service often suffers. It’s clear that keeping a positive work environment is crucial this holiday season—and all year long. Remember the Nordstrom Way. Opportunity for career growth. appeared first on.

Five9 Wins Most Innovative Product of the Year Award for the Enterprise Category By Best in Biz 2016


We pride ourselves on providing innovative products that address the changing needs of our customers. It’s nice for us to say we’re innovative, but even better when someone else says it. This week Five9 was honored with the Most Innovative Product of the Year for the Enterprise category by Best in Biz. Five9 was the only cloud contact center provider to be recognized in this category.

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.

6 reasons why outsourcing a call center can work for your business

Magellan Solutions

New to outsourcing? Still wondering if it’s the next step for your business? Here are 7 reasons why outsourcing a call center can work for your business. 1. It increases efficiencies within your business. This translates to improved customer support and, by extension, increased customer satisfaction. Philippine call centers’ expertise increases efficiencies within your business. Talk to us.

How to Deliver Mind-Blowing QBRs


SaaS Tattler Issue 98 - How to Deliver Mind-Blowing QBRs. Quarterly or Executive Business Reviews are an essential part of every Customer Success Manager's life. QBRs are your one chance to demonstrate your value to your customer, and it's an amazing opportunity to build trusting and long-lasting relationships. The thing with QBRs is, it's all or nothing. No pressure. Why stop now?

Getting Your CCO Role Funded, With Camille Harrison – CB30

Customer Bliss

Episode Overview. Camille Harrison is the Group Vice President and Chief Customer Officer for Florida Blue. She has been in the role now for almost 40 months.   In our conversation, Camille walked me through her three years of maturing the role.  We also discussed the indicators that moved the role from more of a grass-roots effort to one with major significance for the organization as a whole.

Customer Experience: Can We Fix It?


As anyone with young children will attest, the well-known TV character ‘Bob the Builder’ is best known for coining the phrase ‘can we fix it?’, ’, followed by the cry of ‘yes we can!!’ ’ True to these words, Bob and his trusty sidekicks, Scoop, Roley and Dizzy (among others), do indeed fix things. Allow me to explain… Bob and friends!

5 Customer Satisfaction Templates You Can Use Right Away

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

11 Industry Experts Discuss “What’s More Important: Customer First or Profit First?”

Steve DiGioia

This original article was written by Steve DiGioia. Businesses across the land champion their great service and the positive experience given to their throngs of loyal customers. They tout the benefits of their product and how they tend to the specific needs, wants and desires of their customers. What are the causes of this change and how do you keep this from happening? Shep Hyken. Bob Thompson.

Words Matter: How to Manage Customer Expectations with Better Communication


Whether you’re a management professional or a frontline representative, it’s essential to manage customer expectations to the best of your ability. Though we’ve reviewed ways to manage customer expectations in the past, this time around we want to specifically explore how language shapes your customers’ expectations. Always Be Specific. “? However it can be misleading in how vague it is.

Create Your Customer Service Mantra


Most companies have a tagline, a phrase or sentence that describes what they are about. Sometimes that doubles as a brand promise. Along those lines, I want you to come up with a customer service promise. For some companies, their tagline is their customer service promise. For example, ’s tagline is Powered by Service. Three words that exhibit a commitment to the customer.

Office holiday party: The CX of it

Customer Bliss

I’ve seen it a few places that the most popular time for an office holiday party is tonight (12/8), tomorrow (12/9), and this weekend. That makes sense. know some companies and divisions that had an office holiday party last week/weekend, although early December does feel a little bit early. Thanksgiving just ended!) Not the best time to have an office holiday party. ” ). Here we go!

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?

7 Killer Tips for your Travel Site and Call Center to Navigate the Busy Holiday Season with Ease


The holiday season has this uncanny tendency of creeping up on us, leaving holiday shoppers scrambling to make last minute emergency provisions. As a consumer, you can always take care of the problem by ordering last minute gifts on Amazon and “poof,” problem solved. But as a service provider, the results of inadequately planning for the busiest time of the year can be financially disastrous.

Leveraging Big Data to Fine Tune Customer Experiences


Whether you realize it or not, big data is at the heart of practically everything we do today. Billboard companies, for example, are now leveraging eye tracking and traffic pattern analysis to gauge interest among drivers. Chances are one of those drivers owns a 4G-enabled vehicle that can track such things as performance and maintenance history. The Need for Customer Journey Analytics. Not sure?

Take Your Customer’s Breath Away!

Wired and Dangerous

Today’s wired and dangerous customer is looking for organizations that are continuously pushing to improve the customer journey and take their customers’ experience to new heights. Delivering a customer experience that satisfies the customer is not nearly enough to create loyalty and growth. Customers are on the lookout for companies who utilize innovation to find new ways to consistently wow their customers. Play-Doh® was the accidental by-product of an effort to develop wallpaper cleaner.  Silly Putty® was a mistake in an attempt to create a synthetic rubber substitute.  Wacky works!

Empowering Agents Pays Dividends

Customer Interactions

Empowering employees demonstrates trust, which in turn increases agents’ perceptions of their own competence. Employees who are feel confident and informed about the organization and their own capabilities optimize their performance. With 50 to 150 agents or more, the contact center environment is not a natural breeding ground for employee empowerment: Scripts, workstations and schedules can be highly restricting. It falls to management to foster opportunities to engage and empower employees through flexibility, information and opportunity

7 Steps to Elevate Your Customers' Experience

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

Debunking Customer Service Myths

Andrew Mcfarland

There are several widely held, common ideals related to providing customer service that actually run counter to corporate goals. Unfortunately, they have become so ingrained in our business psyche that many have stopped questioning their veracity. So, refuting some of. Customer Service

Guest Blog: Why Customer Satisfaction Is a Myth


This week on our Friends on Friday guest blog post my colleague, Stephan Delbos, writes about the importance of doing more than satisfying customers, you must delight them. agree! There is a big difference between satisfied customers and loyal customers. Satisfactory is a rating. Loyalty is an emotion. Shep Hyken. What Emotions Mean for Customers. What’s your favorite brand and why?

Is Customer Experience Just About Chasing a Great Score?


A couple of years ago, on a day I had taken off from work, I took my car to the local dealership for some routine servicing.  When I arrived the dealer said they did not have my appointment logged in their calendar and were completely booked for the day.  The dealer was very apologetic and. View Article

Retailers, Listen Up: Quit Wasting Customers’ Time


You’re probably familiar with the classic customer satisfaction survey. In fact, it’s become the new normal for companies to bombard us with their requests for feedback. So, here at Interaction Metrics, we asked ourselves: sure companies ask their customers to share, but do companies really care about what their customers have to say? To get an answer, we did a study. Poor customer listening.


These Are the Interview Questions You Need to be Asking Customer Service Representatives

Myra Golden

IMPORTANT NOTICE: The information contained on this site is meant as general information only. It should not be used as a substitute for legal or professional advice.  . There was a time when customer service departments/jobs were solely reactive. The job was to answer questions and resolve problems. Customer service professionals have great influence on customer loyalty and purchasing habits.

4 New Tech Trends Marketers Need To Know About Holiday Advertising


The holiday season is upon us. For marketers, it is one of the most important times of the year. According to the National Retail Federation (NRF), the average U.S. consumer plans to spend about $935 this year. Overall, the NRF predicts retail sales will be 3.6 percent greater than 2015's revenue. Digital Marketing

Lasting Effects of Rabid Emotionally Charged Leadership

Kate Nasser

Leaders, before you use a rabid emotionally charged leadership style, think about the disastrous lasting effects. By Kate Nasser, The People Skills Coach™. The post Lasting Effects of Rabid Emotionally Charged Leadership appeared first on

5 Key Benefits of Incorporating Social Media into Your CX Plan


It is no surprise how the advances in technology are providing unique opportunities to engage and gain insight to the customer experience like never before. This is especially true in social media. Without conducting any formal research, companies can go onto sites like Facebook, Twitter and, review sites like, Yelp to discover the most detailed. View Article

Treat Your Customers Brilliantly


When Talkdesk was founded, it was all about making contact centers easy to use. In fact, for the first few years of the company’s existence, the tagline was “create a call center in 5 minutes.” That quick setup speed is still something we value, but as the company has evolved, so has our goal. Our focus has shifted from customer deployment simplification to our customers’ customers’ satisfaction.