February, 2017

Trending Sources

Customer Journey Management – it’s not just about the mapping!


Customer Experience is now recognised as a profession – as I am sure many are bored with hearing me repeat over and over again! As with any profession, it is defined by a number of competencies, tools, techniques and methodologies that are recognised and practised by thousands of specialists around the world. A collage of customer journey maps! Some are simple. Some are complicated.

More on the positive ties between good CX and revenue

Customer Bliss

I wrote a few weeks ago about how good CX is tied to revenue gains. I firmly believe that and preach it to all my clients and anyone I ever work with. If you do customer experience right — think in terms of the five core competencies — then you will (over time) create a customer-driven growth engine and see revenue uptick from your customer experience side. It works.

Could Employees Be Your Most Important Customer Segment?


We hear a lot about treating employees as you would your best customers. There is a wealth of research pointing out the benefits of a happy and engaged workforce in creating a great client experience and leading to improved business results. At least back as far as the Service Profit Chain, we have talked about. View Article

Can You Train Contact Center Agents in Empathy?


We already know most people hate calling tech support and even in basic customer service scenarios, consumers prefer to use self-serve options over contacting a customer service agent directly. That makes us curious: can you train contact center agents in empathy? We decided to explore how we can reinforce empathy in contact center agents. Empathy Must Be a Core Value in Your Contact Center.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

More Trending

Using Customer Journey Maps: Dirty Secrets and Wasted Opportunities


Customer journey mapping is having a moment. Using customer journey maps is becoming almost (almost!) commonplace. Organizations see how beneficial mapping the customer experience is. It’s a way to understand the experience your customers are having so you can improve those confusing, frustrating or neglected parts on the journey. But there is a dirty little secret […].

Boost your internal stakeholders (mostly for free)

Customer Bliss

“Internal stakeholders” refers to employees. A lot of companies tend to focus most of their attention on external stakeholders, which would typically include customers and potentially investors. There is nothing wrong with that approach, per se. But when companies focus almost all their attention there, they start to lose a degree of competitiveness. There is a bottom-line cost, yes.

How to Implement Experiential Marketing and Brand Loyalty Into Your CX Strategy


Today’s connected world and ever-present technology have changed the way we think about engaging with companies. Whether you’re a major corporation, or a bustling startup, people expect their interactions to be something that wows them. Simple ads are important, but they are just a piece of the puzzle. In today’s world, companies need to create. View Article

Is your IVR an Irritating Voice Response?


Those very first few seconds when customers engage with our organization can be make-or-break of either a new relationship or the end of what may well have been a long and mutually beneficial association. And perhaps hugely profitable to the organization.) It begs the question: Is your IVR good, bad or very ugly? Read More. Jacada Blog

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.

NPS: Achieving Brand Loyalty by Closing the Feedback Loop


This is a guest post from our friends at Typeform. Paul Campillo will show you the value of choosing NPS as your next customer feedback questionairre. Every company wants loyal customers. Sure, sales are great, but nothing beats sales from repeat customers. That’s the goal of every business. Not a gazillion “maybe” fans, but diehard fans who’ll gladly pay, over and over again. Loyalty takes time.

Navigating Generational Differences in the Contact Center Workforce


What makes a great contact center agent isn’t as easy to define as you might expect. Yes, they need to be great communicators and they need to have the chops to navigate call center systems and software in their sleep, but the best skills and personality traits differ from agent to agent, depending on the brand, the type of customer service, and the specific support channel. Right?

For Amazing Customer Exprience Insights, Kindly Step Outside


Gathering and acting on customer experience insights from analytical data, surveys, and other resources inside your organization is one thing. But stepping into your customer’s shoes to understand what they need the most is another! Getting a different perspective on the true customer experience is harder than it sounds and much more challenging than most believe it should […].

The promising future of CX hiring

Customer Bliss

I came across this article on Yahoo Finance a few days ago. It’s from PR Newswire and the title is “How Many Customer Experience Professionals Will Survive 2017?” Probably not the best analogy there, IMHO, but let’s continue. Of those who described their focus as building proof-points to establish the benefits from CX, 72% survived in their role beyond year-2. Interesting.

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.

5 Ways Social Media can Change the Game


The market research industry continues to be all abuzz about social media. Will it reshape the industry? Or is it useless as an information source? Most social media analysts believe consumer-generated media will broaden the horizons available to a market research team and insights gleaned from social media intelligence will be an integral part of every. View Article

An Ambitious First 90 Days for a #CXO

CX Journey

Image courtesy of Steve Bowbrick What do the first 90 days on the job look for a brand new CXO or VP of CX? Yesterday, I had the pleasure of co-keynoting GMC Software's CX Transformation Day virtual event with Scott Draeger of GMC Software. If you missed our conversation, you can f ind it on their site. Let me expand a bit. The first step in any new role is to sit, listen, and learn. Who's not?

“Pianos On Fire” Customer Service

Wired and Dangerous

Jerry Lee Lewis (aka, The Killer) has been a wild country music singer performing for over sixty years! His performances continue to electrify with acrobatic boogie-woogie piano playing and wall-to-wall non-stop passion. Having attended his concerts more than once, I have watched him amaze huge audiences with his talent, versatility and willingness to be experimental.

Creating Digital Habits in Consumers to Inspire Digital Adoption


Creating Digital Habits in Consumers to Inspire Digital Adoption. Businesses around the world are undergoing a digital transformation, using technology to radically improve performance by rethinking what customers want most and creating operating models which offer competitive differentiation. Read More. Jacada Blog

5 Customer Satisfaction Templates You Can Use Right Away

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

Surveys Results are Great, but What About the “Untold” Feedback?


Consistently gathering customer feedback is a great way to see patterns around satisfaction, loyalty and other key performance indicators, but some of the most valuable information hides beyond typical survey results. There are important questions customers would love to answer for you, should you ever happen to ask! There are answers they want to give you, […].

Developing a New CCO Organization For Dell – During Their Merger With EMC, with Karen Quintos – CB37

Customer Bliss

Episode Overview. Karen Quintos is the EVP and CCO of Dell Technologies, which came about as the result of Dell and EMC merging, which created the world’s largest privately-held tech company. Karen is a great leader, but I also thought this conversation was interesting because of the merger aspect, the tech industry aspect, and the privately-held aspects. About Karen. Komen for the Cure.

Data 61

How a Potentially Positive CX Experience Turned Into a CX Rollercoaster Ride


As I was wrapping up my workday on Friday afternoon, I got a call from my cable company which also provides my internet service. “Mr. Selinger, we’re calling all of our customers with 50 megabyte internet speed and offering our 100 megabyte package.” ” Me, skeptically: “Are you saying it’s a free upgrade, or would. View Article

How loyal are you to your customers?

Vision Critical

If there’s one thing your customers don’t lack, it’s options. For every Coke, there’s a Pepsi. For every Uber, there’s a Lyft. For every Scandal , there’s a Game of Thrones. In a world abundant with choice, how can companies win the long-term loyalty of customers? For many business leaders, that’s not only an important question—it is the question. Here’s why. Consumer expectations are high.

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?

Your plan for growth in 2017


Current State. We all know that customer landscape is changing quickly. Over 90% of customers have higher expectations than they did last year and 64% of consumers switch some service providers every year (source: Accenture research). Customers aren’t your only problem. Your costs are rising faster than your revenue, putting pressure on margins. You’re also faced with new competitors at every turn.

Innovation before Digitization Disaster


It’s an irrefutable fact that digitization has rapidly moved on from being somewhat of an innovative trend to becoming a core organizational competency. It’s a vital, enterprise-wide strategy affecting every dimension of the operation and driven by the necessity to add intrinsic and measurable value - as perceived by the customers - to the organization’s products or service offerings. What’s more, the strategic direction and on-going support is ideally driven by the Executive team. Read More. Jacada Blog

The Data Economy Is Going To Be Huge. Believe Me.

Forrester's Customer Insights

Are they serious? I've just finished reading the recent Communication on Building a European Data Economy published by the European Commission. And, it's a good thing they're seeking advice. The timing is perfect. I'm in the thick of my research for a new report on data commercialization. Today that twinkle is much brighter than it has been, and it's growing fast.really, really fast.

The Chief Customer Officer Role in Media, With Robert Bridge of Telegraph Media Group – CB39

Customer Bliss

Episode Overview. Media is a business vertical that is beginning to engage CX leaders. The New York Times has a leader of Customer Experience (who we will soon be interviewing), and I was pleased to see that the UK is also embracing this role. We also discussed how his CCO role is an expansion of a tradtional CMO role and why the company wanted to expand his role. About Robert.

7 Steps to Elevate Your Customers' Experience

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

Five Ways to Avoid Common Pitfalls When Determining CX improvements


We have put together a list of five best practice solutions to help companies avoid the most dangerous pitfall of all: investing in improvements that customers don’t care about. Involve Senior Leaders Keeping senior leaders involved is critical to staying on the right track. The more your executives and leaders can hear the voice of. View Article

Delivering the Soul of Service

Wired and Dangerous

Kaleidoscopes are super cool toys. My granddaughters cannot pass by our sofa table of kaleidoscopes without picking one up, turning the animator, and grinning. They are often so enamored with a unique cavalcade of color one of them will hold the kaleidoscope very still and pass it to a sister so that exact image can be shared. Profoundly remarkable service is like a kaleidoscope. link].

The Moment of Truth – A Co-creation Perspective


“Words are made for a certain exactness of thought, as tears are for a certain degree of pain. What is least distinct cannot be named; what is clearest is unutterable.”. René Daumal. The Spanish expression “el momento de la verdad” signified the point in a bullfight when the matador makes the kill. A teenager may experience a “moment of truth” when he comes home after curfew. No customer, no value.