Experience Matters
JANUARY 4, 2017
It’s once again the time of year when I publish Temkin Group’s CX trends. In my post last year, we named 2016 “The Year of Emotion.” With my previous post, we declared 2017 “The Year of Purpose.” During this year, companies will be: Elevating Purpose. Over the past year, we’ve seen more articles discussing purpose, and leaders are beginning to […].
BlueOcean
JANUARY 4, 2017
The evolution of the self-serve customer service solution isn’t exactly headline news as we enter this new year. We all know that many, if not most, consumers today prefer to avoid interacting with a live customer service representative if a self-serve option is available. But when a complex situation pushes a consumer to their wit’s end and forces them to contact the call center, the agent they need may not be the agent most brands provide.
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Experience Matters
JANUARY 4, 2017
It’s once again the time of year when I publish Temkin Group’s CX trends. In my post last year, we named 2016 “The Year of Emotion.” With my previous post, we declared 2017 “The Year of Purpose.” During this year, companies will be: Elevating Purpose. Over the past year, we’ve seen more articles discussing purpose, and leaders are beginning to […].
Michelli Experience
JANUARY 4, 2017
Every time I develop a customized customer service training tool for a client of mine, I caution that the tool is a “guidebook” for customer service behavior and that no tool can fit every application. As such, a customer service toolkit is only as good as the judgment and skill of the person using it. Additionally, tools often get elevated to “laws of human behavior” even in the absence of empirical data or evidence.
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Kayako
JANUARY 4, 2017
Power has been handed back to service, support and success teams. Boards are now seeing that great customer service does contribute to the bottom line. After all, excellent customer support can turn customers into loyal advocates resulting in more revenue. But customer service is just a smaller piece of the whole company. It takes the whole company to be customer-driven and become the customer’s advocate for a great service experience.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Kerry Bodine
JANUARY 4, 2017
I’m often asked about customer experience conferences: What’s out there? Where am I speaking ? Which conferences would I recommend? I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals.
CX Journey
JANUARY 4, 2017
Image courtesy of GMC Software How do you know you're achieving customer experience excellence? Back in November, I wrote a post about a whitepaper I penned for GMC Software on how the worlds of customer communications management (CCM) and customer experience collide, without question. Parts of that whitepaper and another I had written for GMC Software were incorporated into their first ebook, The Authoritative Guide to Achieving CX Excellence: Unlocking the Power of Customer Communications Mana
ShepHyken
JANUARY 4, 2017
To kick off the start of 2017 I could share my “Top Seventeen Ways to Deliver Great Customer Service in 2017.” I’ve done something like that most years. Instead, I’d like to kick off with something a bit more manageable. Not seventeen ideas, but just one. Not only is the focus on one idea, but really it’s just one word. And, that word is… alignment. .
CustomerGauge
JANUARY 4, 2017
If you’ve traversed the health care system in the United States, chances are you have a rather long list of complaints. Before the mid-1980s, there were few options when it came to getting quick medical care on an outpatient basis. From unbearably long emergency room wait times (and the associated large bills) to the growing […]. The post Patient Experience in the Age of Urgent Care appeared first on CustomerGauge.
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Heart of the Customer
JANUARY 4, 2017
A customer room is a fantastic way to communicate just what it’s like to be your customer. Jason Kapel of Prudential discussed their customer room at a CXPA meeting, and I asked him to share his experience with our readers. How did you come up with the idea of a customer room? I wanted to […]. The post Building a customer room at Prudential – an interview with Jason Kapel appeared first on Heart of the Customer.
Helen Dewdney
JANUARY 4, 2017
So, the jumper doesn’t fit, you don’t like the hideous ornament that your aunt bought. What can you do? If the item is not faulty the store is under no legal obligation to refund or exchange with or without proof of postage, but many of the big stores will. If you are the giver and taking something back with your proof of purchase and the store will refund or exchange remember that although the store may do this, there may be a time frame for returns, so if you bought a bargain in th
Influitive
JANUARY 4, 2017
These tips were originally published in our eBook, Inspiring Customers to Create Content for You: A Marketer’s Guide. As a B2B marketer, you have boundless opportunities to turn your happiest customers into content collaborators. Involving customers in your content marketing strategy has lots of benefits, including: Uncovering better content ideas and new customer success stories.
Amity
JANUARY 4, 2017
Customer Success teams cannot succeed if they are operating in a vacuum. I will repeat this statement: Customer Success teams cannot succeed if they are operating in a vacuum. What does that mean and how do you make sure that your Customer Success team never enters into that “vacuum”? Customer Success as a department has not been around for many years and is a new concept to many.
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Clarabridge
JANUARY 4, 2017
As a discipline, customer experience is growing up. It’s getting bigger, and making more of an impact. Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. People are still looking for a good customer experience. 45% of customers are willing to pay more for better customer service 1. 42% of consumers have purchased more after a good customer service experience 2.
Myra Golden
JANUARY 4, 2017
Live Guided Webinars with Myra Golden. People generally perform better when they get feedback. And here’s a perfect example of how helpful feedback is. One of my most important hobbies is photography. It’s easy to get great shots on a digital camera, because you can immediately see the image. You tell if you’re off focus, or if you want to frame the scene a little differently.
The DiJulius Group
JANUARY 4, 2017
In case you missed them, the 10 most popular eServices of 2016 were the following. I suggest printing them out, reading and sharing them with your management team. 10. Things You Don’t Want To Shop To The Lowest Bidder There are certain things in life that you don’t want to price shop, look for discounts […].
Confirmit
JANUARY 4, 2017
The market research industry is changing rapidly, and it is more important than ever that we truly understand what the implications are for our business and profession. The Q3-Q4 2016 edition of the GRIT Report was created to help insights professionals like you better understand where the industry is heading so you can make the right decisions for your organization.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
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Clarabridge
JANUARY 4, 2017
As a discipline, customer experience is growing up. It’s getting bigger, and making more of an impact. Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. People are still looking for a good customer experience. 45% of customers are willing to pay more for better customer service 1. 42% of consumers have purchased more after a good customer service experience 2.
Myra Golden
JANUARY 4, 2017
Live Guided Webinars with Myra Golden. People generally perform better when they get feedback. And here’s a perfect example of how helpful feedback is. One of my most important hobbies is photography. It’s easy to get great shots on a digital camera, because you can immediately see the image. You tell if you’re off focus, or if you want to frame the scene a little differently.
Verint
JANUARY 4, 2017
When you first say production management, I think most people envision an assembly line—perhaps at an automobile plant. Production management in a service support organization is similar in that you know the type of work and process steps needed to execute the work, and the skills required to do the work.
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