Trending Articles

Stat Testing for NPS Scores

MaritzCX

Applying statistical testing for NPS can be confusing. In this post, we’ll define the problem, break down the mechanics of how to solve it, and avoid math equations to keep things conceptual. In this way, it will be easier to understand what’s going on with stat testing of NPS scores.

NPS 260

A #MakeMomProud Action Toolkit: 3 Steps to Earn Trust with “No Surprises” Language

Customer Bliss

My book, Would You Do That to Your Mother? The “Make Mom Proud Standard” for How to Treat Your Customers , identifies behavior that grows businesses through actions that earn customer and employee admiration.

Learn To Drive Customer Success With Live Chat

Kayako

Customers and prospects have a number of ways to reach your team with sales and support questions, but none are as effective and immediate as live chat.

4 Ways to Stop Being a Business of No

Steve DiGioia

you gotta be kidding with all these rules. This original article was written by Steve DiGioia. You took out a big loan to open your business; maybe even got a second mortgage on your home. Then, product and supplies were ordered on credit cards.

How Omnichannel Ready Are You?

In this white paper, we will highlight some very common customer support problems that exist in most E-commerce businesses. Our intent to provide you with a solution that will set your business apart from your competitors so you can attract and retain your customers better.

More Trending

Traditional RPA vs Customer Service RPA

Jacada

Traditional RPA vs Customer Service RPA. As we move into the era that is attempting to leverage artificial intelligence and machine learning more and more, one emerging technology gaining momentum is RPA - robotic process automation.

Customer Volcanoes

Wired and Dangerous

Working in Nicaragua we were surprised to see active volcanos with large craters and smoke seething from their tops. Volcanos usually offer a warning before “blowing their tops.” Sometimes, it is added smoke billowing into the skyline; sometimes it is a series of minor earthquakes.

The Power of Positivity

CX Chronicle

My colleague and HorizonCX business partner Joe Camirand wrote a recent blog around The Power of a Smile. Consider this a companion blog that looks at the broader concept of being positive, to which a smile certainly belongs and serves as a great starter.

Three Clever Ways to Know the Competition Better

C3Centricity

What is the secret to success in business? That’s easy! It’s how well you know the competition. Alright, maybe this is a slightly over-simplified perspective, but it always surprises me how many companies work with a primarily internal focus. I have written many posts about knowing your customers, such as “Why Customers Are The Answer To All Your Problems (If You Ask the Right Questions).”

Build a bot with the Genesys PureCloud platform and Amazon Lex

Take a front-row seat to hear how this contact center integration will upgrade your IT infrastructure. Learn how to practically apply Amazon Lex and machine learning to replace your legacy IVR and overcome common IVR problems.

How Robots Are Changing Retail

Smarter CX

At this year’s Modern Customer Experience conference, the SmarterCX team met a variety of exhibitors and learned how their companies are creating smarter customer experiences.

Retail 119

Five Ways To Plan For B2B Journey Mapping Success

Forrester's Customer Insights

Journey mapping can be an energizing and eye-opening exercise in customer empathy. As advisors to B2B CX and Marketing Leaders in the Forrester Leadership Boards (FLB), we come along on many journey mapping “journeys”.

B2B 119

The Future of Intelligent Decision Support Systems in Contact Centers

TechSee

Decision Support Systems (DSS) drive faster, smarter decisions based on objective data, rather than on subjective criteria or personal instinct.

My Rock, My Story: How Irvine Company Uses a Customer Room for Employee Engagement and Accountability

Customer Bliss

In my most recent podcast episode, I interviewed Daniel Coullet and Elizabeth Curtin , CX leaders of the SaaS company, PTC , about the customer room they designed to enhance both employee and customer experience within their organization.

Frost & Sullivan White Paper–CX Innovation Through Agile & DevOps

Organizations are continuously improving their CX systems in an effort to keep up with customer demands. Automation increases quality and accelerates innovation. Learn how adopting Agile/DevOps will accelerate innovation and exceed customer expectations.

How Context Drives Great Customer Experience

CX Chronicle

The following article is a guest post by Aki Merced, a Marketing Consultant with Tenfold – www.tenfold.com. . Organizations know how crucial the level of customer experience is in the pursuit of business goals.

Why RPA can be the Backbone for Front End Enterprise Digital Transformation

Jacada

Why RPA can be the Backbone for Front End Enterprise Digital Transformation.

2 Ways Internal Client Experiences are key to External CXs

One Millimeter Mindset

What is the role of internal client experiences in creating extraordinary external client experiences (CX)? Customer experience seems to be on everyone’s mind these days. Paying lip service and talking the talk is different than consistently walking the walk.

CX Storytime Tale of The Anti-Social Socialite

The Upsell

What does it look like when an entrepreneur doesn’t practice what they preach? Stay tuned for a story of literary frustration, online confusion and broken promises.

eBook: Top 6 Benefits of Improving CX Assurance

More and more organizations understand the value of delivering a high-quality customer experience and investing in improving their CX assurance processes. Automating testing and monitoring, top the list of ways to improve their CX assurance efforts.

4 Ways Building a ‘Customer Room’ Can Reshape Your Customer Experience

Customer Bliss

In today’s episode, I chat with Daniel Coullet , Senior Vice President of Customer Success and Experience, and Elizabeth Curtin , Customer Experience Practice Manager at PTC , about defining customer success, and the value of designing customer room for enhancing employee and customer experience.

The Employee Experience: Tackling Work-Life Balance with Top Execs

Smarter CX

The SmarterCX team recently attended an Oracle Women’s Leadership (OWL) panel featuring co-authors Paula Brown Stafford and Lisa T. Grimes , who discussed their newly-published book, “Remember Who You Are: Achieve Success. Create Balance.

If Only Someone Had Told Me Sooner! {Infographic}

Michelli Experience

+ Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies.

What really makes customers happy?

ijgolding

Over time, several words have been used to describe the organisational focus on customers. They include: Customer Experience. Customer Focus. Customer Centricity. Customer Service. Customer Success. Customer Outcomes. Customer Relationship Management. Customer Management.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Bad CX Surveys? Not With This Checklist!

Forrester's Customer Insights

CX surveys are the butt of jokes in dinner party conversations and comedy sketches. On social media, people gleefully tweet examples of surveys gone wrong. Just type the three words CX, survey, and fail into a Twitter search… But this is no laughing matter if you are in a CX role.

Survey 121

5 Customer Satisfaction Metrics You Need to Track

ReviewTrackers

Tracking the right customer satisfaction metrics will help you better understand how to retain your current customers — as well as attract new ones. In an increasingly crowded marketplace, merely being able to sell your product or service doesn’t always guarantee business growth.

CSAT vs. NPS vs. CES: A Comprehensive Guide to Customer Service Metrics

inContact

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center.

Leading Your Customer to the Right Choice

Beyond Philosophy

Choice Architecture, a principle that psychologists have studied for decades, is the concept that describes how the presentation of information affects people’s decision-making. Framing is the tone you use to present your options. How you frame the choices changes your results.

Groups 102

Customer Experience Transformation in Telecoms

Transforming CX: Critical success factors mobile operators are looking for.

Video: Benefits of Field Service Software

Astea

If you’ve heard about your competitors using field service management (FSM) software to streamline their business, you may be wondering if it’s worth the investment of your own company’s time and money.

Voice of the Customer – Gain Valuable Insights From Customer Feedback

Retently

How much do you focus on customer retention? Do you dedicate enough manpower, time, and financial resources to this business aspect? If you don’t, you’re likely to hemorrhage money in the long run, given that acquiring new customers will cost you 5 times more than retaining existing clients.

Customer Experience Influencers You Must Follow – Part 1

Customer Guru

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. There is no denying that it is critical to business success.

CSAT vs. NPS vs. CES: A Guide to Customer Service Metrics

inContact

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center.

The Ten Commandments of Customer Service

This cheat sheet covers ten fundamentals of customer service to help your business excel.