Sat.Feb 18, 2017 - Fri.Feb 24, 2017

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Customer Relationships and Moments That Matter

CX Journey

Image courtesy of Corporate Traveller Are you challenged at developing lasting relationships with your customers? I was recently sent a copy of KPMG Nunwood's report titled B2B Customer Experience: Winning the Moments That Matter. The report is filled with some great nuggets, but I latched on to the phases of relationship connection and moments that matter. And which are moments of failure?

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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

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.

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, […].

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

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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.

The cost of NOT focussing on Customer Experience


Last night, I received an email from a good friend of mine asking for my input into a question they had been asked by the senior leadership team of their organisation. The question was as follows: What value has our business experienced as a result of all the Customer Experience (CX) work that has been done? You can read more about the story here ). Take a second to digest that information.

A micro-case study in CX: CoSchedule

Customer Bliss

I blog ( and podcast ) a lot around customer experience, and I’m usually on the go working with clients or at conferences/speeches/etc. Sometimes, though, a micro-case study in customer experience drops right into my lap. This can happen at airports (actually often happens at airports based on how the brands are interacting with harried travelers) or other random places. I love that.

Are You Listening for Customer Discontent?

Wired and Dangerous

Sitting by the window on the top floor of a high-rise Dallas hotel provides an amazing panoramic view. Weather becomes up close and personal. We watched a major rain storm crawl across the distant plains and deliver a hard punch to downtown Dallas streets. It sent pedestrians scurrying for cover. Customers are in the crosshairs of a perfect storm. Don’t get caught in the service storm!

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.

We All Hate Losing – Here’s Why

Beyond Philosophy

Tennis great Jimmy Connors famously said, “I hate to lose more than I love to win.”. His aversion to loss isn’t limited to elite athletes. Distaste for losing motivates politicians, gamblers, businesspeople and importantly, ordinary consumers. And unless you recognize its power, you may make critical mistakes with your customer experience. Prospect Theory in the Real World. Here’s another example.

What does customer relationship *really* mean to you?

Vision Critical

Most companies know what their customers buy, when they purchase and where. But few truly understand why those customers buy—why customers choose to have a relationship with companies to begin with. Business leaders need to step back and more clearly define what customer relationships mean to them. The Oxford dictionary offers two notable definitions of relationships : 1. Not really.

How to Recession-Proof Your Business - Frank Reactions

Tema Frank

Can you make your business as recession-proof as Apple? Photo by Rob DiCaterino from Jersey City, NJ, USA [CC BY 2.0]) During the last recession, Brian Gracon, author of Meconomics 101: 16 Ways to Improve Your Marketing, Selling and Business Management for Today’s Consumers , wondered why it was that some businesses were still busy, even when unemployment was high. It’s All About Me.

Are You Suffering From Customer Overload?


For fast-growing SaaS companies, life is good in many ways. It means there is healthy demand for the product and sales are climbing. The best part is that the revenue is a recurring cash flow. But it also creates a new and challenging problem: SaaS companies have to build proactive relationships to keep that recurring revenue coming in. Even worse, there is nothing you can do about it.

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.

How Are You Helping Your Customers Self-Confirm the Sale?


Just imagine if you were the Director of Sales for a private jet company. Would that be a dream job? Jordan Zabel deals with high-end customers who expect high-end customer service because he is the Director of Sales for Jet Linx , a private jet company that offers their services to corporate and private members. and often along with it, sky-high expectations. It’s all just hype. Hot air.

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Talkdesk Named Call Center Leader by GetApp


Independent business tool analyst GetApp just released their Call Center Leaders report for Q1 2017 and the results show Talkdesk rapidly climbing to the top of the industry. GetApp’s quarterly rankings list the top 25 solutions in the call center space, evaluating them on five categories (each out of a possible 20 points): reviews, integrations, mobile, media and security. Security. Reviews.

How Many Stages Should be in Your Customer Journey Map?


You may have read our previous blog about the basics of customer journey mapping. Now we are going to answer the commonly asked question of how many stages should be in your map. The Basic Approach There are various ways to approach defining your map structure, and it depends on what you are trying to achieve. When building. View Article

[Infographic] A Quick Guide to Customer Data


​In the world of SaaS, there certainly isn't a lack of data. In order to activate and leverage customer data for success, you need to start not only by collecting data but by collecting the right data. This is true at every stage of your Customer Success organizational journey, and especially so when you begin to scale your efforts. Here's a quick guide to get you started

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5 Customer Satisfaction Templates You Can Use Right Away

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

Customer Experience Leads to Recommendations (Charts For 20 Industries)

Experience Matters

If you want customers to recommend your company, make sure they have a good experience. In this post, I share data and analysis showing how customer experience correlates to customer recommendations across 20 industries. At the bottom of this post we’ve assembled a number of industry-specific data charts that you can download and use. In the […]. CCXP6 Metrics, Measurement, and ROI Customer experience ROI of Customer Experience

Guest Post: Increase Your Social Media Engagement with These Proven Strategies

Natalie Petouhof

Tweet. There is no question that social media has earned its spot in every business’ digital marketing strategy. The rise of social platforms such as Facebook, Twitter, Instagram and LinkedIn have forever shaped the way users express themselves online. Nowadays, almost every business has some type of social media account. Are you replying back to users who comment on your photos? Facebook. YouTube.

10 Ways To Improve The Online Customer Experience For Shoppers


There’s more competition than ever online as you try to sell your goods. Customers are looking for more than just a utilitarian shopping site, they want an experience. How can you tempt them away from the big companies and over to you? Here’s ten ways to improve the online customer experience on your website. Identify your own brand’s personality. What speaks to your customers?

Guest Blog: Is Your Contact Center Prepared to Handle Breaking News?


This week on our Friends on Friday guest blog post my colleague, Kathleen Hettinger, discusses the importance of handling breaking news and how your organization should be prepared. In this age of 24/7 news, I find this a pertinent subject for all of us. Shep Hyken. Yet there are times when businesses themselves become “trending” news stories and special reports. Team Coordination. Agent Training.

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?

It’s time to stop giving people Net Promoter Score® targets


Sudoko has it’s roots in 19th century French newspapers (yes really) and only became mainstream from 2004 when it started appearing, seemingly, everywhere. Actually, I’m not a fan of this puzzle and, after trying them a couple of times, I gave it away. However, plenty of people have invested a lot of time solving some […]. The post It’s time to stop giving people Net Promoter Score® targets appeared first on Genroe. Best Practices Customer Feedback Net Promoter Score

Three Truths Proving Why Companies Should Be Customer-Centric


Since the early 2000s, companies from nearly every industry have come to the realization that building enduring customer relationships is essential to their success. As a result, many older companies and a large percentage of newly created ones have made a concerted effort to shift from being product-centric to becoming customer-centric organizations. But I am getting ahead of myself.

One Piece of Customer Communication that Fails to Delight


Customers hear from you regularly. Right? As you dwell on how often you actually connect with a customer (once a week? once every few months? never?) I want to remind you of one simple fact. Your customers, if they are truly customers, pay you regularly. They probably receive an invoice of some sort, even if […].

5 Top Customer Service Articles For the Week of February 20, 2017


Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 7 Impressive Tactics to Build Customer Loyalty and Create Your Own ‘Super Users’ by Anton Kraly. Performance Marketer) There are so many customer loyalty building tactics out there.

7 Steps to Elevate Your Customers' Experience

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

5 Mistakes Your Employees Cannot Make on the Phone

Myra Golden

I just finished reviewing calls for a client I’ll be working with in Chicago. Before all of my onsite customer service training workshops, I like to listen to a random sample of calls between employees and customers. This call review helps me to know exactly where to focus in my training. Here’s what I summed up on my legal pad after my call review. I’d hear things like, “Name?” “Zip Zip code?”

Customer Story: Clearlink Maximizes Service Levels with inContact


Customer Story: Clearlink Maximizes Service Levels with inContact. Clearlink provides marketing technology and customer acquisition services to large national brands such as Dish, Verizon, AT&T, CenturyLink and Progressive. With their contact center playing a critical business role, Clearlink needed a powerful portfolio of cloud-based contact center solutions. Positive Business Outcomes.

7 Tips for Getting More Chat Calls from Your Website Visitors

Provide Support

7 Tips for Getting More Chat Calls from Your Website Visitors. Lots of businesses today use Live Chat software for their online customer communication needs. From small start-ups to major corporations, companies choose Live Chat as another customer service option for its high speed of resolution and incredible ease of use. Read more. 2003 - 2017 Provide Support LLC. Permalink | No comment.

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