December, 2016

Trending Sources

What 1000 Consumers Say About Bad Customer Service


CONTENTS. Intro: Word of mouth marketing. 1: The importance of getting it right first time. 2: Our experiment. 3: The results. 4: What this means for your business. 5: Is it too late to win the customer back? What you can do to rectify bad customer service. Takeaways. Intro: Word of mouth marketing. At Kayako, we help our customers get better at customer service. Jeff Bezos (Founder, Amazon).

Customer experience improvement program: 2017 assets

Customer Bliss

It’s been a busy 2016. Here we are, finally, at the last month of the year. I know most of you have already started 2017 strategy planning (or finished it), but I wanted to put together a bunch of customer experience improvement program assets in one place. You can clip and save this post to review during the holidays and get ready for 2017. All the competencies connect to business growth.

11 Industry Experts Discuss “What’s More Important: Customer First or Profit First?”

Steve DiGioia

This original article was written by Steve DiGioia. Businesses across the land champion their great service and the positive experience given to their throngs of loyal customers. They tout the benefits of their product and how they tend to the specific needs, wants and desires of their customers. What are the causes of this change and how do you keep this from happening? Shep Hyken. Bob Thompson.

Customer Service Trends to Look for in 2017


We hope your customer service department saw a lot of improvements in 2016. But no matter where you stand at the end of the year, every team is wondering the same thing: what will 2017 bring? In this article, we’re going to give you a sneak peak at some of the customer experience trends that you can expect to see in the new year, and some tips on how you can put them into practice. Click to tweet.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

More Trending

The Subtle Differences Between Customer Support and Customer Service


The term ‘customer service’ evokes nostalgia for sales clerks in long aprons in country town emporiums. Some see it as the old-fashioned version of customer support. Many people can’t distinguish between terms ‘customer support’ and ‘customer service’. It’s confusing! But businesses may be looking at naming conventions from the wrong perspective. SaaS companies and support teams.

On strategic management in CX

Customer Bliss

This will be a shorter post — end of the year and holidays — but I know a lot of people are thinking about strategic management as they transition from one calendar year to the next. What are you going to do strategically to drive customer experience, earn the right to the work, and create a customer-driven growth engine in 2017? Align around experience. Communication. Trust.

The fundamental flaw in customer journey mapping—and how to fix it

Vision Critical

A customer journey map is a simple idea that has become overly complicated. At its core, a customer journey map tells the story of a customer’s experience. It begins at initial contact, develops with engagement and forms a long-term relationship between a brand and its customers. Why so many companies fail to master the customer journey. The other issue revolves around research. Final thoughts.

Trust Centric Customer Journeys

Wired and Dangerous

We live our lives on promises. From the time a child can grasp the concept of “cross my heart and hope to die,” there is a forever realization that anxiety can only be reduced through proof of trust while waiting for a promise to be kept. From “Scout’s honor” to “I do” to “the whole truth and nothing but the truth,” we seek cues that allay our worries. trk=prof-post.

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.

Election Poll Failure: Do CX professionals Face a Similar Fate?


On Wednesday morning of November 9th people all over the world were asking, “How did the pollsters get it so wrong? Have we lost our ability to understand the true sentiment and intentions of a population using surveys, questionnaires and polls?” For those of us in the customer experience space, these results made us step. View Article

5 Customer Feedback Hacks: Going Beyond the Surveys


You want to create experiences customers will want to return to. It’s no sectet that learning what customers really want and need is a key component to this! But while asking a few basic questions in a monthly survey might help, it’s not enough to help you really understand your customers’ needs. For feedback that informs you on how to […].

Words Matter: How to Manage Customer Expectations with Better Communication


Whether you’re a management professional or a frontline representative, it’s essential to manage customer expectations to the best of your ability. Though we’ve reviewed ways to manage customer expectations in the past, this time around we want to specifically explore how language shapes your customers’ expectations. Always Be Specific. “? However it can be misleading in how vague it is.

Getting Your CCO Role Funded, With Camille Harrison – CB30

Customer Bliss

Episode Overview. Camille Harrison is the Group Vice President and Chief Customer Officer for Florida Blue. She has been in the role now for almost 40 months. Starting many years ago as a customer service rep, Camille has been in the “service” lane her entire career. It also gave her the comprehensive view of the business — a critical element for a successful Chief Customer Officer as well.

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.

9 Ways Millennials Have Transformed Contact Center Customer Experience


As the fastest-growing consumer demographic, Millennials are poised to make a major impact on the American economy. By 2020, the spending of Millennials— those aged from roughly 18-to-mid-30s— will rise to 1.4 trillion annually. Years before this generation’s full influence will be felt, however, millennial preferences have already changed how contact centers think about customer experience. Mobile & Online First. Globally, 55% of all customer service interactions now start online , and that numbers jumps to 65% for millennials. Always-On. High Expectations. Phone Yes, Talking No.

Did Your Company Make the #CX Naughty List This Year?

CX Journey

Image courtesy of miserablespice I originally wrote today's post for Intradiem; it appeared on their blog on December 16, 2014. Two years later, it's still relevant! Tis the season. Santa's making his lists and checking them twice. Oh no! Your company shows up on his CX Naughty List! What did you do wrong this year? In short, a lot. Because you don't. Why do they buy products and services from you?

5 Key Benefits of Incorporating Social Media into Your CX Plan


It is no surprise how the advances in technology are providing unique opportunities to engage and gain insight to the customer experience like never before. This is especially true in social media. Without conducting any formal research, companies can go onto sites like Facebook, Twitter and, review sites like, Yelp to discover the most detailed. View Article

46 Customer Experience Pros Share the Biggest Mistakes Companies Make in Evaluating and Purchasing Customer Experience Software


Customer experience (CX) software helps companies gain valuable insight into their audience’s mindset to tailor products, services, and support to customers’ needs and expectations. With myriad features and functionality, evaluating customer experience software isn’t a cut-and-dry process. In fact, sometimes it can seem. like comparing apples to oranges. Anna Morrish. Manick Bhan. Chip Bell.

5 Customer Satisfaction Templates You Can Use Right Away

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

How NOT to ask for customer feedback: a shocking example from Sky TV


Having been involved in the world of Customer Experience for many years, nothing should really surprise me – I have very much witnessed the good, the bad and the ugly of business behaviour. However (there is usually one of those in my posts!!), every now and then, something happens to me or someone in my network that doesn’t just surprise… it shocks. Sadly, I am not alone.

Health care mergers and acquisitions: Why patients and employees should come first

Vision Critical

In a recent interview with Fox Business Network, Cleveland Clinic CEO Toby Cosgrove, MD, shared why health care will see more consolidation in the next few years. The number of mergers and acquisitions (M&A) will increase, according to Dr. Cosgrove, as the industry grapples with pressures to be more efficient. Many experts agree with Dr. Cosgrove’s prognosis. The Affordable Care Act in the U.S.,

How to Leverage Six Sigma to Improve Customer Experience


For many years I have been a practitioner of both customer experience (CX) and Six Sigma , so I can personally speak to the unmatched advantages of bringing these two disciplines together. Independently, both Six Sigma and CX are powerhouses at driving business results, and when combined correctly, they provide a strong one-two punch for your organization. What is Customer Experience (CX)?

Anticipatory customer service

Customer Enthusiast

Last week, three days before Christmas, I returned home to Denver from Manchester, NH after completing my final event of the year. For everyone who has ventured into an airport on December 22, you’re all too familiar with the long lines, delays, and various other inconveniences and setbacks that accompany holiday travel. This is a brilliant illustration of anticipatory customer service.

Customer Experience Strategy: How to Measure the Immeasurable

Take a second to reflect on the brands you love. How do you go about creating an awesome customer experience strategy that works for your own customers?

Did You Know You Were Being Rated?


As a frequent user of Uber, I have been impressed with their gathering of customer feedback. What I find most admirable about the Uber rating system is the simplicity of the survey, riders seeing how their feedback is used, and mutual evaluations. Uber recognizes that the best customer experiences require respectful interaction between both the. View Article

How To Grow

“Your chances of building a giant company are much higher when you have a product that spreads by word-of-mouth.” – Sam Altman, Before You Grow Last week, Sam Altman, President of the famed technology startup accelerator Y Combinator, opined on the importance of creating a product (or service) that customers love before spending your efforts […].

How to Make Customer Experience a Priority for the Whole Company 


In my exclusive column for CustomerThink last month, I shared my “ top tips ” for creating the right culture to enable an organisation to become genuinely customer centric. For the next few months, I am going to explore each one of my seven tips in a little more detail, starting with tip number 1 – how to make Customer Experience a priority for the whole company. Consider the following: 1.

Five Problems to Overcome When Building a Superior Service Culture

Up Your Service

Watch Ron Kaufman speak about overcoming these five roadblocks (6 minutes). Leaders often make mistakes when building a service culture throughout an organization. It’s not an easy task. To develop a culture that demonstrates true service leadership in your field, you must avoid these five common mistakes: 1. The frontline lacks top-down support. Don’t make this mistake. This is the way we do it.”.

7 Steps to Elevate Your Customers' Experience

Learn how to walk through your customer's journey in order to improve their satisfaction and engagement

Achieve Stellar Customer Service with the Aloha Principle


Hawaiians have a reputation for delivering stellar customer service. They seem to always maintain a genuinely warm and friendly manner when dealing with their clients, making it virtually impossible to feel dissatisfied even after experiencing some sort of service failure. The secret may be that they have a sunny outlook on life that comes from living […].

Why Your Company Needs a Journey Room

CX Journey

Today I'm pleased to share a guest post by John Zilch with Dun & Bradstreet. A few years back, I was working at a mid-sized software company and was part of a project team looking to overhaul our pricing and packaging. The initial stages of the project involved speaking with customers, researching the competition, and performing the math necessary to hone in on the correct pricing.

Does Your CX Management Program have an Expiration Date?


What do you expect will have to change in your CX program a year from now? In your company in the next year, the following will assuredly happen: Customer needs will not change at all Operations will not implement any process improvements Customers will not encounter any meaningful issues that you are not aware of. View Article