Sat.Mar 04, 2017 - Fri.Mar 10, 2017

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Top 20 Customer Service Experts to Follow on Twitter Right Now


Like customers, customer service experts come from a wide range of backgrounds, each with their own unique perspective and take on the industry. But with the thousands of #CustomerService tweets, how are you supposed to get exposed to fresh ideas without spending hours or even days trudging through the classic internet information overload? Roy Atkinson. RoyAtkinson. Chelsea Krost. ChelseaKrost.

Increasing the Efficiency of Digital Customer Service


Today, digital innovations have sparked a transformation in the rules of customer engagement, a new age of customer service being driven by the customers, themselves. Read More. Jacada Blog

Senior VP of AARP Customer Experience, With Jim Pendergast- CB41

Customer Bliss

Episode Overview. I’ve known Jim for many years and regularly cross paths with him, like many in our space. I truly believe those doing customer experience and customer-driven growth work are a community, and Jim and I represent that in this podcast. We share fearlessly with each other. About Jim. The Overall AARP Ecosystem. An experience design group led human-centered design methodology.

8 Customer Service Skills to Boost Your Career


Continuous professional development can transform your career trajectory. For a customer support rep, you can become better at your job in ways you never expected by developing the right skills. We asked our customer support advocates at Kayako about new activities and skills that helped to further their careers. Here are their great insights. Product testing. Sukhpreet. Sukhpreet. Kushal.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

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How to Close the Gap and Capture Early Majority Supporters

Up Your Service

In my previous blog “Gaining Buy-In for Your Culture Change” I used a smooth bell curve to illustrate how leaders can systematically convert employees from Adversaries and Defectors, to Neutral and Supporters, and ultimately to Ambassadors. Specifically, I wrote about how each group can be engaged and enrolled in the process of organizational change. Supporters are not the same as Ambassadors.

The talent strategy side of customer experience

Customer Bliss

If you’ve been listening to my podcast — I can’t believe we’ve done 41 episodes — one of the topics that comes up a lot is talent strategy. That is somewhat of a broad term, but here I take it to mean “getting the best people possible and retaining them.” One of the current / always-has-been big things, though, is having a good talent strategy.

Want To Sell Service Design? Get A Trojan Horse

Kerry Bodine

This post originally appeared in my regular column in Touchpoint Journal , published by the Service Design Network. I’ve been a fan of service design since my introduction to it in grad school —and an active champion of the discipline since my initial involvement with the Service Design Network back in 2010. But it’s been a hard slog for two key reasons. People don’t know what “service” is. .

Transitioning voice customers to the digital channel


The millennial generation is vastly different from those that came before it. Far more technology focused than their predecessors, millennials understand what technology can achieve and therefore have far greater expectations when it comes to issues around service. 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.

11 Cyber Security Risks Every Business Should Prepare For [Visual Guide]


In September 2016, tech company, Yahoo, disclosed that 500 million user accounts had been hacked in 2014. In December of the same year, they released a statement saying that a separate breach in 2013 compromised more than 1 billion accounts. Just like Yahoo, any business is a potential target of cybercrime. Fortunately, the battle against security breaches is not a losing one. Third-party risk.

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The Definition of #CX Insanity

CX Journey

Know the definition of customer experience insanity? It was Albert Einstein who said: the definition of insanity is doing something over and over again and expecting a different resul t. Sadly, this is a concept that voice of the customer and customer experience professionals are quite familiar with. And this is a very real thing. It is time to disrupt them. Think about this first. And then.

4 reasons why customer experience programs fail (and how to avoid them)

Vision Critical

Failing customer experience initiatives are keeping business leaders up at night. According to an Accenture-commissioned study by Forrester Consulting, only seven percent of business leaders think that their company’s shopping experience exceeds customer expectations. Twenty-five percent admit that their company isn’t meeting expectations at all. CX is a huge business opportunity.

3 Myths that Prevent You from Understanding Customers


I get a lot of “what a cool job!” when I describe what I do. It sounds so glamorous. And everyone is a customer, so of course I hear about the worst customer service they ever had, or less frequently, the very best they’ve experienced. It is awesome. I love what I do. But as the idea of customer experience takes off, the mythology around it does, too. 3 of the WORST Customer Experience Myths.

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.

3 Best Practices to Retain Customers and Stop Churn


In our most recent eBook and How to Become a Customer Retention Champion infographic, we walked through best practices for retaining your customers and stopping churn. We’ll expand upon these lessons learned and highlight the main takeaways. Lesson 1: Know Your Numbers One of the biggest mistakes a company can make is not holding retention to as […].

eBook 32

10 Leaders' Advice on Getting Started in Customer Success


Getting started ban be dreadful. Whether it's as an individual Customer Success Manager, or as a SaaS leader transitioning to a Customer-Centric Organizational model, it goes without saying there's a lot to learn. That’s true not only for Customer Success but also for business in general. Customer Success is a great opportunity for young professionals looking to make a direct impact.

Who Owns Customer Service?


Customer service is what I’m all about. It is my life’s mission to help companies create a customer service experience that customers think is amazing. So, I thought it would be nice to own the domain name But, surely some company that is totally focused on their customers would already own it. So, I typed the URL into the Internet browser and found out… it was for sale.

Why Winning Companies Create Simple But Unique Value - Frank Reactions

Tema Frank

Customer Experience Guru, Chip Bell, talks about adding unique value instead of added value. In today’s podcast interview, multiple best-selling author, Chip Bell, discusses his new book, Kaleidoscope: Delivering Innovative Service That Sparkles , and the importance of going beyond good customer service to — not great service, but unique value service. Unique Value vs Added Value.

5 Customer Satisfaction Templates You Can Use Right Away

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

Beyond Surveys: 5 Methods to Learn More About Your Customers


Do your customers know you are really listening to them? These days it’s more important than ever that organizations respond in a timely manner to their customers’ concerns and ideas. It's quite likely that customer surveys have provided a valuable reference point for any other feedback-gathering initiative your organization has taken.

Inside Customer Success: Sysomos


With its unified and integrated platform, Sysomos , leader in social marketing and analytics, allows marketers and researchers to listen, curate, engage, publish, and analyze social content. As Sysomos grew and gained momentum, Customer Success became a true pillar of its culture. Amity got the chance the visit Sysomos’ Toronto office to meet David Follert , Manager of Customer Success.

Are Telecoms The World’s Worst At Customer Experience?

Beyond Philosophy

We are fortunate enough to have two homes; one in England and one in the U.S. However, we are unfortunate enough to have two telecom providers; Virgin Media in England and Brighthouse, now Spectrum in Florida. Neither of them provides a Customer Experience worth mentioning—at least not in a positive light. Telecoms are bad at CX around the globe! The silence was deafening. It’s lose-lose.

Sadly Saying Goodbye to Pete Winemiller

Experience Matters

I just heard that Pete Winemiller passed away, and it hit me hard. I knew that he had been battling cancer, but I thought that he was winning the fight. How could he not? Pete was one of the most positive people that I’ve ever met. The world lost a wonderful man… and a true customer experience trailblazer. […]. Customer experience Purposeful Leadership NBA OKC Thunder

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?

Guest Blog: 3 Simple Ways (Backed by Research) to Improve Customer Service Quality


This week on our Friends on Friday guest blog post my colleague, Steven Macdonald, shares the results of a study examining how companies around the world respond to customer service requests. I find the results quite alarming! Shep Hyken. Good customer service – especially in response to customer service requests – is one of the most valuable investments any organization can make.

Study 32

Talkdesk vs. Five9: Contact Center Software Review


When it comes to making a decision about which contact center software to use for your team, the choice often comes down to two different solutions. In situations like that, third-party business review sites can be a great resource for objective head-to-head information. We’re happy to say that the results show Talkdesk customers love using our product. Overall, Talkdesk received an average 4.4

Price Slashing Exposed! Low Prices Don’t Mean Better Value

Beyond Philosophy

When we meet new clients at our customer experience consultancy, they often tell us they create value for their customers by offering low prices. They think “value” means “price,” and they believe that customers want to save money more than anything else. There are two major problems with this kind of thinking. You reduce your price by 10 percent. The Emotional Signature. Putting it Into Practice.

How to Make the Returns Process Work for Your Brand


No matter what your customer experience looks like, the journey with your brand should be easy and engaging. It’s exactly what your customers want, expect, and deserve. Including—or especially—those customers who decide they’ve made the wrong purchase. A brand shows its true colors when dealing with dissatisfied customers. Whether online or in store, the returns process is a critical touchpoint.

7 Steps to Elevate Your Customers' Experience

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

How to Keep Positive Attitude and Stay Successful When Working in Customer Service


Working in customer service can be exceptionally gratifying (we all love that sense of completion when you’ve actually managed to help someone). But if not managed right – it can get extremely draining. Working with people of different profiles, backgrounds and requirements requires a lot of patience, understanding and self-control. Trust me, I should know! No, no one’s being ungrateful.

How LiveChat Used Customer Loyalty To Grow To 19k Customers (without spending money on sales and marketing)

One of the most common reasons why companies decide to start measuring their Net Promoter Score is to understand the precise needs of their customers and to be able to address each one on an individual basis. The net result is most often an increase in customer retention and an overall improvement in customer loyalty. […]. Case Study Customer Success Featured General

The New Loyalty – Measuring Brand Stickiness (part 2 of 3)

Part 2 – Creating Loyalty with Customer Experience and Location. Go to Part 1 . Cross-channel Customer Experiences and Product Shopability. Click to download The New Loyalty 3 part series. In 2016, major brands like Walmart, REI, Belk and Target announced that omni-channel customers – or those that shopped across multiple channels – spent on average 2-4 times more than the average customer.