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Boost your internal stakeholders (mostly for free)

Customer Bliss

“Internal stakeholders” refers to employees. A lot of companies tend to focus most of their attention on external stakeholders, which would typically include customers and potentially investors. There is nothing wrong with that approach, per se. But when companies focus almost all their attention there, they start to lose a degree of competitiveness. There is a bottom-line cost, yes.

What Goes Into a Customer Journey Map?


Customer journey mapping is a tool to help you view what it’s like from the customer viewpoint to experience their journey with your company, in their shoes. This is one of the most talked about aspects in the field of Customer Experience. Many companies endeavor to create a map relatively early on in the journey, View Article

NPS: Achieving Brand Loyalty by Closing the Feedback Loop


This is a guest post from our friends at Typeform. Paul Paul Campillo will show you the value of choosing NPS as your next customer feedback questionairre. Every company wants loyal customers. Sure, sales are great, but nothing beats sales from repeat customers. That’s the goal of every business. Not a gazillion “maybe” fans, but diehard fans who’ll gladly pay, over and over again. Case in point.

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What Makes a Great Engineering Culture?


A team’s culture is an interesting thing, because it’s something that will happen whether you purposely do anything to drive it or not. Culture happens naturally. Without doing anything, though, you might not get the culture you want. Looking at a lot of tech companies, it might seem like you just need to get a pool table. View Article

5 Things You Can Do to Make Your Customer Experience Stickier

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Root Cause Analysis: Getting to the Heart of your CX Problems


It’s not that your customers lie to you, exactly. But sometimes the feedback you get from your customers doesn’t tell you the whole story. For example, a customer might complain that one of your employees is slow. But you know that the employee was doing her best—your computer system was down. Root They looked at their designs and didn’t see a flaw. They were easier to remove and replace.

One key stat on executive buy-in for CX

Customer Bliss

I’m always talking to people in customer experience roles about the importance of executive buy-in. Other executives should feel connected to the work you’re doing, and ultimately that should move towards one-company leadership. Now everyone is ideally on the same page, and making decisions that benefit a customer-driven growth engine. ” , she links a study from Genesys.

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5 Best Customer Service Stories Ever to Cheer You up (Not Only) on Valentine’s Day


Customer service agent’s job is difficult, let us be honest. You have to know the product, company’s procedures and a couple of different systems. You have to be a silver-tongued source of empathy. And on top of that – there they are: the customers. The number one pain point for every customer service rep. But is working in customer service all doom and gloom? Just how awesome is that?

5 Ways to Engage and Understand At-Risk Customers


Most organizations used to lump customers into 2 simple categories:  New customers and “the rest of them.” New customer acquisition is often used to gauge success – the more we gain, the better we’re doing! And what about “the rest of them?” They’re ” They’re all getting automatically e-charged and they seem happy because they’re not complaining.

How Does Customer Experience Impact Angry Customers?

Are You Suffering From Customer Overload?


For fast-growing SaaS companies, life is good in many ways. It means there is healthy demand for the product and sales are climbing. The best part is that the revenue is a recurring cash flow. But it also creates a new and challenging problem: SaaS companies have to build proactive relationships to keep that recurring revenue coming in. Even worse, there is nothing you can do about it.

Do You Employ Actionability Thinking in Survey Design?

CX Journey

Today's post is a slightly-updated version of one I originally published on Compellon 's blog on January 25, 2017, which is a largely-modified version of a very-popular post I wrote on CX Journey™ five years ago titled 22 Tips for Survey Design. Why are your customers still unhappy? Why is the service so bad? When will those product issues be resolved? Why don’t they buy again? What’s going on?

Sometimes Doing What’s Best for Customers Isn’t Always Going to Make Them Happy


What does it mean to be a customer-centric company? That seems to be the question of the week. It started off with one of our subscribers emailing in the question, followed by two reporters wanting my take on this now-popular phrase for their interviews. If you Google the words customer centric (or centricity ), you will find many definitions from different sources that are all very similar.

Analysis of the Top 100 eCommerce Help Centers


Design standards are not top of mind for you as a customer support professional but they are critical to your customers’ experiences. Your customer wants quick, easy answers to their simple questions. CEB, the insight and technology company that investigates customer loyalty best practices, reported that 67% of customers prefer self-service over talking to your team. But what is a standard, really?

The Omnichannel Customer Engagement Playbook

I Want To Know What Love Is


Happy Valentine's Day! You know the feeling of being in love: You want to stay with your significant other forever, love them more each day, and tell everyone how great they are. Your customers know it, too! Many companies have begun tracking how their customers feel as part of their CX measurement program. What's Love Got To Do With It? Let's Talk About Love. Baby, don't hurt me. CX Index.

One Piece of Customer Communication that Fails to Delight


Customers hear from you regularly. Right? As you dwell on how often you actually connect with a customer (once a week? once every few months? never?) I want to remind you of one simple fact. Your customers, if they are truly customers, pay you regularly. They probably receive an invoice of some sort, even if […].

On Becoming a Mindful Leader

CX Journey

Image courtesy of jackbonner Today I'm pleased to share a guest post by Paul Laughlin. Two books I enjoyed over the Christmas period have prompted me to reflect on being a Mindful Leader. By that slightly odd term I mean a leader making use of mindfulness principles to improve their effectiveness. The first was a present and the second I have been asked to review for a Psychology journal. Try it.

New Feature: Callbar CTI for Any Talkdesk Integration


As part of our February 2017 product release, we’re thrilled to announce that Callbar can now provide computer telephony integration (CTI) with any integration available in Talkdesk! This update will provide many benefits that were previously only available to users of our major integrations such as Salesforce and Zendesk. Read on to learn more about this exciting release. Automatic call logging.

Are Your Technology Decisions Killing Your Customer Experience?

5 Top Customer Service Articles For the Week of February 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. have added my comment about each article and would like to hear what you think too. Impressive Tactics to Build Customer Loyalty and Create Your Own ‘Super Users’ by Anton Kraly. Performance Marketer) There are so many customer loyalty building tactics out there. BONUS.

The five traits that great customer-facing employees share


Who are the right employees to hire for customer-facing positions?  You’ll be most successful if you select your customer-facing team based on the following psychological  traits , even before you start thinking about the specific  skill  set you’re looking for. The crucial customer-centric traits are contained in my acronym “WETCO.” Optimism is a necessity in customer-facing positions.

The History of Customer Service and Future Trends (Infographic)

Provide Support

We all know how frustrating it could be waiting hours for an email reply or being put on hold for over 30 minutes when all you want is to get answer to one simple question about a product or service you purchased. But can you imagine times when customer service meant having to travel long distances to the original store to get a repair? Read more. 2003 - 2017 Provide Support LLC.

6 Email Subject Line Strategies to Increase Your Survey Feedback


Getting people to open your emails can be a pain. And you can’t blame them: On average, an office worker will receive around 120 emails a day. In an inbox where you are constantly fighting for the attention of your customers (against non-competitors none the less), it can be a struggle to get out of the email […]. Blog emails Featured email open rate emotions personalized subject line

5 Customer Satisfaction Templates You Can Use Right Away

The Fundamental Flaw of Proactive Customer Success


“You want us to do what?” ” Who here has openly said this or had this run through their head when your manager proposed a new process that would essentially add more work to your already busy day? Don’t deny it – I know you’ve done this. have done it as well and have been at the front of the room when someone on my team has said this to me. Everyone was excited.

Guest Blog: 4 Clear Links Between Customer Service and Online Reviews


This week on our Friends on Friday guest blog post my colleague, Ben Roberts, writes about the link between customer service and online reviews. A negative review, like any complaint, is an opportunity to show how good you are. The difference is that review sites take that opportunity public, which can be good; very good! The answers are below. 1.Good customer service boosts positive reviews.

Why Five9 Customers Choose Talkdesk’s Call Center Software


Choosing a call center software solution is a big decision. Every company wants to offer outstanding experiences during sales and service conversations and the right call center software is a huge part of that strategy. Sometimes companies make the right decision the first time and sometimes they have to re-evaluate their choice and go in another direction. Setup/Maintenance. Integrations.

3 Customer Engagement Trends to Watch in 2017


With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. Here are three key trends to watch: 1. CMOs will spend more on tech than CIOs. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals. Start here.

Customer Experience Strategy: How to Measure the Immeasurable

The issue is not the issue. How the issue is handled becomes the issue.

Myra Golden

In this week’s professional development event, my De-escalation webinar , I’m going to open with a video clip from Jack Nicholson’s Five Easy Pieces. I’m showing the famous “Chicken Sandwich Diner” scene from the movie. The clip shows Jack Nicholson’s character trying to customize a sandwich from the menu. Only what’s on the menu.” After we watch the video, I’ll share what went wrong in this scene.

Building Your Service Culture

Up Your Service

In this interview, CEM Global speaks to Jeff Eilertsen, VP Client Success and Global Service Education at UP! Your Service, to talk about how companies can build an optimized service that increases efficiency. Discover Discover his answers below. What are the main ways companies can differentiate their offering based on the quality of their service culture? What is driving this as strategy?

3 Proven Strategies that Build Customer Loyalty

CSM Magazine

Many organizations struggle to find ways in which they can build customer loyalty and reduce customer churn. In this article, Bob Lucas offers three ways to create loyal customers. Companies are spending large amounts of money and time creating costly reward programs, sending out expensive marketing materials, and investing in expensive customer relationship management systems. Being honest.