Thu.Mar 16, 2017

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How does a customer-focused CEO make decisions?

Customer Bliss

We’ve talked before on this blog about the need to be a customer-focused CEO. But since CEOs are often the major decision-maker within an organization, it’s important to understand the decision-making styles of customer-focused CEOs. 1 Decision-Making Style: They Decide With Clarity Of Purpose. This behavior is a hallmark of CEOs obsessed with building customer-driven growth. This takes two forms.

5 Best Practices for Keeping a Killer Knowledge Base


Question: When is a self-service writer a diplomat? Answer: When they are a writing a knowledge base to help customers solve their problems quickly and reduce repetitive conversations with your support team. Writing documentation for a knowledge base is hard. Documentation is more than providing information, it’s goal orientated. A knowledge base is how you communicate with customers.

Optimizing the Contact Center: How to Make Every Service Engagement a Success


Recently, I stumbled upon a terrific article in the Harvard Business Review , “ Kick-Ass Customer Service. ” (The title alone makes the article a must read.) In it, the authors do two things effectively. First, they argue for updating contact center training and management approaches, particularly in the era of customer self-service. On both points, we couldn’t agree more. Where do I start?

CX Journey™ Musings: No #CX Budget? No Problem!

CX Journey

Image courtesy of Tax Credits No customer experience budget? No problem! As a follow-on to my post earlier this week about companies having no budget for customer experience improvements, I thought I'd compile a few ideas on how to move beyond the "no budget" excuse and make improvements that cost little to nothing. After reading that last post, did you feel like it was all gloom and doom?

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

More Trending

Handling The 3 Simple Reasons Why NPS Is So Difficult In B2B

Waypoint Group

Nearly every company executes customer surveys, and a growing number are calculating a Net Promoter Score. But few are able reap the financial rewards associated with improving their NPS. We know that business thrives with more Promoters and fewer Detractors, so why is an improvement in NPS so difficult in B2B? We use the meaningless word, “Customer” Most B2B […].

NPS 18

Examining 10 Emotions, 8 Interactions, and Resulting Loyalty

Experience Matters

Any regular reader of this blog likely knows that emotion is a key topic for Temkin Group. We labelled 2016 as The Year of Emotion and operationalizing emotion is one of our 2017 CX trends. As part of our push to drive more detailed discussions about emotion, we examined the emotions that consumers feel after specific interactions. It turns out that […]. Customer experience Emotion

4 Effective Ways to Run Your Remote Customer Service Team


Having a remote customer service team for your company brings its own unique benefits and challenges. Your company can provide customer service using the power of the web, without employees coming into the office, so it saves on the costs of space and equipment. Follow these four tips to get the most out of your remote customer service team. Hire Employees Who Can Handle Remote Work. Image source.

Can I Take Your Order? What We Can Learn from Fast Food Digital Self-Service


Gartner predicts that by 2020, 85% of a customer’s interaction with a company will be without human contact. And this isn’t just online. As well as McDonalds, the latest restaurant business to jump on the self-service bandwagon is Wendy’s, with the announcement of 1,000 kiosks arriving by the end of the year to a store near you. CIO David Trimm says one strong reason behind this investment is simply to “enhance the customer experience.” But how does this work, exactly? Putting the Customer First. Self-service also gives more opportunities for inclusion and accessibility.

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.

Reasons To Choose Philippine Call Center Services

Magellan Solutions

It has been a widely reported fact that the Philippines overtook India as the new number one destination for call center services in the world. While both are progressing, Third World countries, there are strong reasons why Philippine call center services have been preferred over their fellow Asian counterpart. Another admirable quality that Filipinos possess is their customer service skills.

Digital Experience Architecture Needs Free Flow of Content among Apps


Research shows that companies want customer communications management (CCM) to merge with their content management systems and the rest of their digital experience architectures. In this article, we look at how open standards like CMIS and JSON, microservices and RESTful APIs will be what facilitates that open movement of content. Customer Experience INTOUCH Digital Experience

As a fast-growth disruptor, CX can make and then break you. Here’s how connected VoC listening can maintain your success.


Today’s business world is a strange and fascinating place, filled with companies hellbent on disrupting long standing industries. They’re founded by people who looked at a ubiquitous aspect of modern life and came up with an idea to make it better (Netflix), cheaper (Dollar Shave Club), easier to buy (Casper) and in some cases, all three (Amazon, Spotify). So you might very well be ok right now.

Customer service basics are timeless


Today’s new buzz words in the world of customer service are “customer engagement” and “ customer centric”. The concepts are very valid and important to create a relationship with the customer. But as I read the articles I can’t help but think these are just new phrases for the same old stuff that has been around forever. The customer holds all the cards and the customer rules. Seems pretty basic.

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.

How CX can help media companies boost audience engagement & ad revenue


Media companies are struggling with decreasing ad revenues and slow or declining paid subscriptions — the lifeblood of their businesses. They’ve been focused on the wrong metrics, like page views, The post How CX can help media companies boost audience engagement & ad revenue appeared first on ForeSee. Insights Research & CX Data CX Media Media Industry News Industry

{Infographic} Revisiting Convenience – Lessons from H2O

Michelli Experience

Business Customer Engagement Customer Experience Customer Service Customer Value Employee Engagement Human Performance Joseph Michelli Leadership Keynote Differentiation The Michelli Experience

The Growth of Mobile in CX


To continue our discussion on mobile and CX this month, we’ve compiled a few interesting reads below that include the latest data in mobile usage, an article on the rise of mobile, and how mobile messaging is expected to change this year. Here are our top picks from TechCrunch, Temkin, and Gartner: U.S. Consumers Now Spend 5 Hours Per Day on Mobile Devices. TechCrunch shares some interesting data in this post about the increased growth of the time spent using mobile apps by users. The average American is up to 5 hours a day, which is a 20 percent increase from last year. The Rise of Mobile CX.

Meeting the Changing Demands of Retail Customers


Today’s retail customers have so many opportunities to purchase and interact with products. They can visit brick-and-mortar locations, shop at the company website, purchase through third-party subscription box services, try, buy, rent, the list goes on. Every customer buys things their own way, but they’re all looking for the same thing: a shopping experience that feels personalized to them.

5 Customer Satisfaction Templates You Can Use Right Away

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

[Free download] The Ultimate Digital Voice of the Customer Buyer's Kit


Today, customers are in control. The power is increasingly shifting from the brand to the digital customer, which has completely overturned the traditional understanding of the customer journey. This means that digital-empowered consumers often know more about products, services, pricing and reputation than the brands themselves. Customer Experience