January, 2017

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Customer Service Trends 2017: An Effortless Customer Experience is Vital for Loyalty


“In the old world, you devoted 30% of your time to building a great service and 70% of your time to shouting about it. In the new world, that inverts.” ” – Jeff Bezos CEO of Amazon. Customers expect top-notch service, with no patience or loyalty for companies that don’t provide it. They can easily search for a better alternative to your product or service. Bain & Company.

How 6 marketing leaders plan to improve customer experience

Vision Critical

Two-thirds of CMOs are now on the hook for improving customer experience (CX). Despite all the recent buzz about CX becoming a bigger part of the marketing function, however, CMOs have yet to really step up to the plate. According to a 2016 study by Deloitte and the CMO Council , only a small minority of marketing leaders have made significant progress in improving CX. On one side, you have value.

What Makes Customers Unhappy? Avoid These 3 Pitfalls

Customer Bliss

Guest Post by Michael Becker, content strategist at Sharpen. Better customer experiences equal happier customers. And happier customers are what carries business forward. They buy more, buy more often, and share their experiences with others. Though keeping customers happy is important, it isn’t always an easy task. Avoid these three pitfalls in order to keep customers happy. Nobody is perfect.

3 Powerful No-Sweat Customer Experience Quick Fixes


Working day after day on the same set of projects and goals can make us a little complacent about what customers really need from us. Too often, we convince ourselves that what happens within our walls doesn’t have a direct impact on the experiences we deliver. Customer experience is huge and all-encompassing, so many think of improving it […].

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

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14 Articles to Help You Deliver Flawless Customer Experiences in 2017


Narrowing down to a handful of posts to round up a year is tough. It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! How do you round off a year that’s been so good to the customer service industry? To remember why we do our jobs in the first place: the customer.

Is Net Promotor Score still the best metric for measuring Customer Satisfaction?


Developed and first introduced in 2003 by Fred Reicheld, Bain and Company and Satmetrix, Net Promoter Score® (NPS 1 ) has become somewhat of the definitive metric for gauging customer satisfaction and loyalty. Consistently in use by over 66% of Fortune 1000 companies and tens of thousands of customer-centric organizations worldwide, NPS has certainly had a profound influence on global marketing, business strategies, tactics and techniques. But that said, it begs the question: Is NPS still the most effective tool to measure true customer satisfaction and loyalty, accurately and reliably?

What will CX look like in 2017?

Customer Bliss

Over the holidays, I read two interesting articles about customer experience. The first one, from Forbes , is called “Five Bold Expert Predictions For 2017.” ” (I am not among these experts, no.) The second article is from Harvard Business Review and called “The Most Common Reasons Customer Experience Programs Fail.” Let’s dive deeper. Chatbots. Omnichannel.

How to Make Customer Experience Magic with Co-Creation Sessions (part 1)


Are you looking for ideas to help improve the experience you’re delivering to customers? Customers are often full of great ideas, but they’re waiting for you to ask! We often focus on the negative feedback we get from customers. After all, an honest complaint is a great opportunity to improve the experience, so we should see each […].

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.

Innovative Service Requires Character!

Wired and Dangerous

“Would your work practices change if your son or daughter was watching you in order to learn life lessons?” my business partner, John Patterson asked a group of senior leaders. The company was famous for its profit at any cost mentality and had indicated a desire to become more customer-centric with a long-term view. Once they do, they scream at the call center. trk=prof-post.

How to Embed a Customer Experience Framework 


In my exclusive column for CustomerThink in October 2016, 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 exploring each one of my seven tips in a little more detail. In November 2016 I did so with tip number 1 – how to make Customer Experience a priority for the whole company – you can read it here.

Here Comes CXFusion 2017


In the hustle and bustle of our lives, there usually isn’t enough time to keep up with the nuances of our industry. Events such as CXFusion can fix this. What better way to get up to speed and further your career than by attending a conference where not only top influencers attend, but also where. View Article

The social media dilemma: how to get the most dangerous customer service channel right


Social media: a platform that allows consumers to say anything they like about a brand – and broadcast that message to the world. When you think about it, it’s not surprising that many businesses consider social media to be one of the dangerous communication channels. If you get it wrong, the negative PR will spread like wildfire. However, it’s not all bad. billion less than in 2013.

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.

Yes, good CX is tied to revenue gains

Customer Bliss

A question I get sometimes: “Of course we want to value customers, but is doing so definitely tied to revenue?” ” The answer is unequivocally yes. I’ve been talking about this for years, as have many of my colleagues, professional acquaintances, and friends. If you boost customer experience, you boost revenue. Yes, yes, and yes. This creates “a paradox of choice.”

Creating the ultimate fan experience in a $1.5 billion stadium: Tips from the Atlanta Falcons and Atlanta United FC

Vision Critical

Photo credit: Streeter Lecka / Getty Images. It’s shaping up to be a big year for the Atlanta Falcons. After beating the Green Bay Packers in the NFC championship, the team is set to face off with the New England Patriots in Super Bowl 51 in Houston on February 5. . As if having a dream season isn’t enough, the team is preparing to move to the Mercedes-Benz Stadium later this year.

How to Improve Your Live Chat Average Handle Time


Aching over why your metrics aren’t meeting your performance benchmarks is tough for any support team. It can make you feel like you’re not doing your job properly. Or worse, that you’re leaving your customers hanging around waiting to receive help. Each support channel demands different expectations from your support team. Support metrics are crucial at Kayako. 169:36:05. 28:31.

The Five Phases of Decision-Making - Part 1

CX Journey

Image courtesy of pls47 Have you adopted a decision-making process that works well for you? If you have, I'd love to hear about it. If not, read on. As a leader, your next best action is based on making a decision as to what that action will be. How do you arrive at that decision? I've been reading Peter Drucker's The Practice of Management ; in it, Drucker devotes a chapter to decision making.

5 Customer Satisfaction Templates You Can Use Right Away

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

Mystery Shop Program Design in Financial Services


In an earlier blog, my associate—Al Goldsmith—talked about what Mystery Shopping is used for. In essence, it is used to measure against service metrics in an effort to identify gaps in customer service delivery. But how does an organization, when considering a mystery shop program to assess site-level compliance, ensure maximum benefit while meeting budgetary. View Article

The 2017 Customer Experience Outlook

Kerry Bodine

I’m thrilled to announce the publication of our latest FREE eBook: The 2017 Customer Experience Outlook. My friends at Doberman and I recently reached out to our favorite customer experience authors, designers, and industry leaders shares to see what they’ve been thinking about at the beginning of 2017. To communicate honestly. To be kind to one another. FREE Resources Kerry Bodine & Co.

President Obama’s Chief Veterans Experience Officer, With Tom Allin – CB34

Customer Bliss

Episode Overview. Tom Allin is the Chief Veterans Experience Officer at the US Department of Veterans Affairs. He was appointed by President Obama, and reports directly to Robert McDonald, the head of the VA. Tom’s experience is extremely rich. He was a leader of the McDonald’s empire in Europe, and also owned his own food business. About Tom. The Scope Of The Work. It’s crucial.

Gartner Recognizes NICE as a Leader in Magic Quadrant for Workforce Engagement Management


NICE positioned as a Leader and is positioned highest in Ability to Execute and furthest in Completeness of Vision due to significant growth, large market share, and innovation leadership in product development highlights the enterprise as paving the way in the Workforce Engagement Management category. WEM delivers interaction quality management while ensuring employee engagement is a focal point.

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?

Avoid the On-ramp to the Digital Highway to Hell


There is no longer any doubt that the clear majority of customers in most developed geographies are strongly leaning towards a preference for self-service and the utilization of digital channels. As a consequence, many organizations are scrambling to deploy a plethora of what are seen to be ‘quick-fix’ digital offerings in a parallel quest to both increase customer satisfaction while simultaneously reducing operational costs. Read More. Jacada Blog

New Year, New Resolutions: Four Brand Strategies that Will Increase Customer Satisfaction in 2017


This time of year, many of us are working to evaluate and solidify our goals for the coming year. At Calabrio, we know that to achieve those goals, successful companies are constantly analyzing what is and is not resonating with customers and driving those insights back into the business. With that in mind, here are four predictions on how brands will step up their game in the new year.

Avoiding CX Strategies That Fire Before Aiming


As a platform Implementation Manager at MaritzCX, I am often engaged in strategic planning discussions where organizations design a clear vision for their customers’ experience. Discussions range from the value of measuring customer transactions vs. overall relationships, creating vs. fixing customer experiences, and how to empower employees to be proactive with their customers. While there.

Hedonic adaptation: Today’s customers’ need for change, variety and improvement


There’s a natural tendency for human beings to grow accustomed to any condition–positive or negative–over time. This is called the psychological principle of “hedonic adaptation.” . As a positive force, hedonic adaptation is a very good thing if you lose a job (or even a leg); it helps you to accept and ultimately adapt to your new situation. Can you blame them? They care about more than speed.

7 Steps to Elevate Your Customers' Experience

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

Customer strategy: Crawl, walk, run

Customer Bliss

It’s early 2017 now. Hopefully you have eyes on a customer strategy for this year. If not — or if you’re in the earlier planning stages of it — let me run through an approach I use with a lot of clients (and have used in my own work in companies). Like much of what I do and speak about, it’s rooted in the five-competency framework. Unite and build. Embed. Mature.

ICUC 2017 at NICE Interactions Welcomes Keynote Speaker – Alec Baldwin!


We’ve managed to top ourselves again by bringing to inContact’s user conference (ICUC) at NICE Interactions 2017 one of the hottest celebrities on the scene – Alec Baldwin! Throughout Alec’s impressive career, he has worked on fascinating projects on stage, on screen and in film. Learn more. The post ICUC 2017 at NICE Interactions Welcomes Keynote Speaker – Alec Baldwin! Customer Experience ICUC

Buddy. You’d better build a better bot


The proliferation of ‘Chat Bots’ or Virtual Agents has rapidly created a new frontier of competitive advantage, or one that carries with it severe penalties. If your Bot or VA just isn’t good enough, sure as eggs is eggs, your customers will drop you. Read More. Jacada Blog