Experience Matters
JULY 8, 2016
I’m extremely proud to be a Certified Customer Experience Professional (CCXP). One of the reasons is that this certification encourages CX professionals to build and maintain their expertise at a high level, which will raise the overall quality of CX across organizations. So my hope is that more qualified CX professionals will join the ranks of CCXPs.
ShepHyken
JULY 8, 2016
This week on our Friends on Friday guest blog post my colleague, Mike Schoultz shares a few customer experience stories that demonstrate how companies have handled customer experiences, some well and some not so well. It is so important for employees to feel that they can make good customer focused decisions in every situation. – Shep Hyken. The key is to set realistic customer expectations, and then not to just meet them, but to exceed them— preferably in unexpected and helpful ways.
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Amity
JULY 8, 2016
The Customer Success cat is out of the bag. There can be no doubt about the direct correlation between Customer Success and the long-term success of SaaS companies. There are calculations and strategies , analyst research , reports and findings , and numerous compelling blog posts – enough supporting evidence to motivate even the most skeptical C-suite.
Eptica
JULY 8, 2016
Date: Friday, July 8, 2016 Delivering what US consumers want. Published on: July 08, 2016. Author: Chris Eideh Knowing your customers is at the heart of designing and delivering the right experience to engage with them successfully. So, McKinsey’s recent US Customer Sentiment Survey should be required reading for anyone involved in customer experience.
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Customer Enthusiast
JULY 8, 2016
A colleague recently asked for my opinion regarding the skills that customer service representatives (CSRs) need the most help with. I qualified my response by saying that it assumes CSRs already possess a positive attitude and a willingness to expend discretionary effort in the moment of choice. If they lack these qualities, although capable of consistently executing the mandatory job functions for which they are paid, no amount of skill development will enable them to consistently delight cust
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
LiveChat
JULY 8, 2016
When we face a difficult situation many of us immediately have a bad day. Situations like a little argument with another driver on our way to work, morning dispute with a neighbor or disagreement with our colleague at work raise stress and influence your mood. How often situations like this happen though? Once a week? Every few days? Not often, but we do ponder on this for days sometimes.
Amity
JULY 8, 2016
The Customer Success cat is out of the bag. There can be no doubt about the direct correlation between Customer Success and the long-term success of SaaS companies. There are calculations and strategies , analyst research , reports and findings , and numerous compelling blog posts – enough supporting evidence to motivate even the most skeptical C-suite.
Talkdesk
JULY 8, 2016
Since its release in 2014, Slack has become a force to be reckoned with. Offices around the world (including ours!) have quickly incorporated Slack into their daily operations. It’s become abundantly clear that what initially started as a messaging app has become much, much more. Beyond simply facilitating intra-office communications, Slack has evolved into a powerful tool for increasing employee productivity, improving overall collaboration and unifying disparate business tools and systems.
Amity
JULY 8, 2016
The Customer Success cat is out of the bag. There can be no doubt about the direct correlation between Customer Success and the long-term success of SaaS companies. There are calculations and strategies , analyst research , reports and findings , and numerous compelling blog posts – enough supporting evidence to motivate even the most skeptical C-suite.
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Amity
JULY 8, 2016
The Customer Success cat is out of the bag. There can be no doubt about the direct correlation between Customer Success and the long-term success of SaaS companies. There are calculations and strategies , analyst research , reports and findings , and numerous compelling blog posts – enough supporting evidence to motivate even the most skeptical C-suite.
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