Sat.Feb 11, 2017 - Fri.Feb 17, 2017

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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

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.

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.

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 […].

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

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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].

5 Ways to Engage and Understand At-Risk Customers


Most organizations used to lump customers into 2 simple categories: New customers and “the rest of them.” New customer acquisition is often used to gauge success – the more we gain, the better we’re doing! And what about “the rest of them?” ” They’re all getting automatically e-charged and they seem happy because they’re not complaining.

8 Leadership Strategies From An Influencer

Beyond Philosophy

Childhood bullying gets a lot of attention these days, but bullying and other bad behavior can be just as destructive in the workplace as on the playground. Over the years, I’ve seen people with poor social and interpersonal skills unnecessarily make life miserable – not just for themselves, but for everyone else in the workplace. 2. Offer help without expecting something in return.

3 Customer Engagement Trends to Watch in 2017


With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. Here are three key trends to watch: 1. CMOs will spend more on tech than CIOs. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals. Start here.

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.

What Goes Into a Customer Journey Map?


Customer journey mapping is a tool to help you view what it’s like from the customer viewpoint to experience their journey with your company, in their shoes. This is one of the most talked about aspects in the field of Customer Experience. Many companies endeavor to create a map relatively early on in the journey, View Article

Analysis of the Top 100 eCommerce Help Centers


Design standards are not top of mind for you as a customer support professional but they are critical to your customers’ experiences. Your customer wants quick, easy answers to their simple questions. CEB, the insight and technology company that investigates customer loyalty best practices, reported that 67% of customers prefer self-service over talking to your team. But what is a standard, really?

On Becoming a Mindful Leader

CX Journey

Image courtesy of jackbonner Today I'm pleased to share a guest post by Paul Laughlin. Two books I enjoyed over the Christmas period have prompted me to reflect on being a Mindful Leader. By that slightly odd term I mean a leader making use of mindfulness principles to improve their effectiveness. The first was a present and the second I have been asked to review for a Psychology journal. Try it.

Good Tipper Or Scrooge – What Are You?

Beyond Philosophy

Some people love to tip and others do, but begrudgingly. However, it appears that nowadays everyone is expecting a tip even if they are just serving you at the checkout! When you see a tip jar by the cash register what do you think? To me, the tip jar says “I deserve a tip”. But it says quite a bit more, too, and none of it good about your Customer Experience. The tip jar is there nonetheless.

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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.

Podcast: Big Lessons in Culture from a Mat Manufacturer


My work brings me in contact with many interesting businesses. But one stood out to me recently, not for what it makes—industrial floor mats—but how it makes them. Millennium Mat has developed a unique culture in which employees make production decisions for their teams and share in the financial benefits of their success. Employee engagement Leadership and communication Podcast

Root Cause Analysis: Getting to the Heart of your CX Problems


It’s not that your customers lie to you, exactly. But sometimes the feedback you get from your customers doesn’t tell you the whole story. For example, a customer might complain that one of your employees is slow. But you know that the employee was doing her best—your computer system was down. Another real-life example was the mystery of the loose headrests. They were easier to remove and replace.

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To NPS, or Not to NPS?

Waypoint Group

A prospective client recently posed this question: My CEO continues to focus on NPS, but it’s so volatile and so we’re looking for ways to smooth it out so we can better connect it to our bonus plan. Not an easy question to answer in a blog… First, remember that Net Promoter is a system more than a KPI. […]. The post To NPS, or Not to NPS? appeared first on Waypoint Group.

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5 Best Customer Service Stories Ever to Cheer You up (Not Only) on Valentine’s Day


Customer service agent’s job is difficult, let us be honest. You have to know the product, company’s procedures and a couple of different systems. You have to be a silver-tongued source of empathy. And on top of that – there they are: the customers. The number one pain point for every customer service rep. But is working in customer service all doom and gloom? Just how awesome is that?

5 Customer Satisfaction Templates You Can Use Right Away

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

Do You Employ Actionability Thinking in Survey Design?

CX Journey

Today's post is a slightly-updated version of one I originally published on Compellon 's blog on January 25, 2017, which is a largely-modified version of a very-popular post I wrote on CX Journey™ five years ago titled 22 Tips for Survey Design. Why are your customers still unhappy? Why is the service so bad? When will those product issues be resolved? Why don’t they buy again? What’s going on?

Sometimes Doing What’s Best for Customers Isn’t Always Going to Make Them Happy


What does it mean to be a customer-centric company? That seems to be the question of the week. It started off with one of our subscribers emailing in the question, followed by two reporters wanting my take on this now-popular phrase for their interviews. If you Google the words customer centric (or centricity ), you will find many definitions from different sources that are all very similar.

Proven Strategies That Build Customer Loyalty

CSM Magazine

Many organizations struggle to find ways in which they can build customer loyalty and reduce customer churn. In this article, Bob Lucas offers some proven ways to create loyal customers. Companies are spending large amounts of money and time creating costly reward programs, sending out expensive marketing materials, and investing in expensive customer relationship management systems. Being honest.

3 Ways to Support and Engage Your Employees


In any pursuit to transform customer experience, there is one important element to always consider: employee experience. CX transformation isn’t something that happens overnight or behind a closed-door discussion. Employing a customer-first focus means cross-company change at every level, including the individual employee level. Blog eNPS Featured employee engagement

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?

I Want To Know What Love Is


Happy Valentine's Day! You know the feeling of being in love: You want to stay with your significant other forever, love them more each day, and tell everyone how great they are. Your customers know it, too! Many companies have begun tracking how their customers feel as part of their CX measurement program. What's Love Got To Do With It? Let's Talk About Love. Baby, don't hurt me. CX Index.

How Self-Service Support Improves Customer Experience


Customer service has always been a topic for people all over the world. It’s either you’ve read a viral excellent customer service you want to experience yourself or a bad customer service you want to avoid. Moreover, customer service spells a huge effect on companies since this dictates their image to their existing and potential customers. Knowledge bases. Customers favor knowledge bases at 91%.

To Fly to Charge - Part Two

Smith+co CX

I published a blog last week relating to a recent experience of British Airways and their new policy of charging for food and drink. It generated a lot of interest and comments, with over 8,000 people reading the post. So I thought readers might be interested to hear the rest of the story. (No, No, it didn’t end there!). We generally only respond because: 1) There is an incentive to do so.

5 Must-Attend Customer Experience Conferences in 2017


Today, consumers are more informed, more demanding and have higher expectations than ever before. As a result, many companies are being held to a higher standard with consumers not putting up with a poor experience. This new paradigm has forced even the most entrenched companies to start focusing on the customer and providing an exceptional experience. Customer Experience

7 Steps to Elevate Your Customers' Experience

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

Everything you need to know about complaining about car hire

Helen Dewdney

Before hiring a car, shop around and check what is included in the contract. Some quotes may appear cheap but there may be hidden add ons, such as different insurance levels. Theft protection may be extra (it is mandatory in Italy). This is one of the times it is probably better to deal with one of the larger companies based in the UK. It will be easier to complain if things go wrong too!

Modernize Leadership: Observe and Improve

Experience Matters

In a previous post, I described how today’s management techniques reflect outdated assumptions of technology-enabled practices, human behavior, and the meaning of success. That’s why organizations must shift to what I’m calling Modernize Leadership. I’m writing individual posts for each of the eight key changes required to modernize leadership. In this post, I’m examining the shift from: Measure and Track to Observe and Improve […]. Customer experience Executive leadership Purposeful Leadership

Price vs. Customer Experience: Can Discount Retailers Have It Both Ways?


The world of retail is a study in contrasts. ABC Co. is a boutique luxury brand. It rolls out the red carpet for its customers, personally guiding each and every one through the shopping experience. Customers leave happy, knowing they’re paying for the experience as much as they are for the merchandise. XYZ Co. is a discount brand. Employees keep to themselves as they go about their daily tasks.