Sat.Feb 25, 2017 - Fri.Mar 03, 2017

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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

Why Exceeding Customer Expectations Can Make or Break a Business


Identifying the service our customers want can be like trying to hit a clay-pigeon. We want to do our best to deliver the best support to our customers. But your customer and their desires can be moving targets. Outside forces such as interactions with other businesses and feedback from friends and family influence the service we expect to receive. Again, this sets lower expectations.

The Impact of a Customer-Centric Culture Transformation

CX Journey

How do you know if the work you're doing to transform your company's culture is effective and is making an impact? Customer experience professionals fight hard for the customer and are often challenged when it comes to making the case for improving the customer experience and transforming the company culture to be customer-centric versus other, more easily quantifiable company initiatives.

Choice overload and customer experience

Customer Bliss

Choice overload is all tied to the “paradox of choice,” which helped Barry Schwartz become famous. The basic idea: freedom of choice is a central tenet of Western societies, and yes, it has made us freer. But has it also paralyzed us and increased dissatisfaction as opposed to increasing happiness? Think of this in terms of breakfast staples, i.e. milk or coffee. Customer experience.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

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What Is Growth Hacking and How to Use It in Business


For many people, “growth hacking” might sound like a buzzword. We constantly hear about growth hacking strategies, growth hacking experiments and growth hacking techniques, and the word itself gets more and more popular over time. But is it a buzzword only? It’s said that thanks to growth hacking, Facebook reached 500 million users. It helped Airbnb to grow into a billion-dollar business!

How Your Customers Measure You


By Dale Roberts. VP Professional Services EMEA. Are you measuring for your benefit or are you genuinely looking for ways to stay ahead by improving the customer experience? If you do want to put customers first, you need to think like your customers. Do you understand how your customers measure you? Measurement Motivation. Some companies use metrics creatively. Customer measure from the outside.

To Get Loyal Customers, Start with Loyal Employees

Beyond Philosophy

Hotel giant Hilton recently dropped the H from its rewards program , replacing the linguistically puzzling Hilton HHonors with an easier to pronounce version, Hilton Honors. The change is more than cosmetic. The new rewards program will be the first in the industry to allow members to combine points and money for a hotel visit. I like these changes. Start by engaging the employees.

Anticipatory Customer Service: The Radar O’Reilly Standard


Some of you may be familiar with the 1970’s and 80’s hit TV show M*A*S*H, based on the novel and movie by the same name. The series premiered in 1972 and played for eleven seasons. While, most refer to the show as a sitcom, some view it more as a “dramedy” than a comedy series because of the heavy dramatic setting, which was a medical unit in the Korean War. She said, “Radar O’Reilly.”

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.

Podcast: Why Front-Line Obsession Is Critical to Growth


Steve Jobs. Charles Schwab. Howard Schultz. They all spotted an unmet customer need and made it their mission to meet it. They also founded iconic companies that started out as disruptors only to struggle as bureaucracy and distraction set in. In each case, it took the founder’s return to get the company back on track. It’s a story that will be played out again and again in business.

Why Only 15% of Voice of Customer Programs are “Very Successful”

Lynn Hunsaker

Why Only 15% of Voice of Customer Programs are “Very Successful” Lynn Hunsaker. Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. What’s broken? So why is it that two-thirds of VoC programs aren’t making a difference?

Blue Ocean Contact Centers Wins Bronze Stevie® Award in 11th Annual Stevie Awards for Sales & Customer Service


Canadian Contact Center Recognized Alongside Top International Sales and Customer Service Organizations at Las Vegas Award Ceremony. Blue Ocean Contact Centers, an outsourced Canadian contact center providing high quality solutions for complex customer care requirements, won the Bronze Stevie® Award in the Customer Service Team of the Year – Recovery Situation category at the 11 th annual Stevie Awards for Sales & Customer Service. The Stevie Awards for Sales & Customer Service are the world’s top honors for customer service, contact center, business development and sales professionals.

Onsite VS Remote IT Support: Which Is Best For Your Business?


In every business model, IT support services are vital as they do tasks that range from simple computer-related issues up to company-specific software. However, businesses are now faced with the dilemma whether to have an on-site IT support service or a remote one. In the recent study by Research and Markets , global IT outsourcing market will grow by 5.84% in 2019.

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 to Succeed at Your New Job

Beyond Philosophy

On his first day on the job as U.S. Secretary of State, Rex Tillerson stood before a crowd of State Department employees and introduced himself. “Hi, Hi, I’m the new guy.”. The humble comment brought laughs because, until recently, Tillerson was CEO of ExxonMobil, one of the biggest companies in the world. What are the things you should and shouldn’t do? Are there taboo subjects? Email or phone?

5 Myths about Employee Engagement Most Bosses Believe (and How to Break Them)


Employee engagement definition can be explained in simple words: it’s the emotional commitment that employee has to the organization and its goals. It means that emotionally engaged employees care about their work and their company and they don’t just work for a paycheck. Unfortunately, we can observe many myths that arose around employee engagement over the years. Here are some reasons. I can’t.

37 billion reasons to improve customer experience


Date: Wednesday, March 1, 2017 37 billion reasons to improve customer experience. Published on: March 01, 2017. Author: Angus Prentice Ahead of next week’s Institute of Customer Service (ICS) annual conference , new research spells out the enormous cost of poor service to brands. Retail made up 24% of complaints, followed by telecoms (13%) and energy (10%). Share this page on: Tweet.

Inspiration is waiting for you at C3 2017


Miami will be hotter than ever when C3 2017 begins in just two months. Clarabridge Customer Connections (“C3”) is the must-attend event for customer experience professionals. On May 1-3, CX practitioners, industry experts, and thought leaders will gather at the Fontainebleau Miami Beach to be challenged and inspired. If that sounds interesting, keep an eye on this blog. Lisa holds a B.A.

5 Customer Satisfaction Templates You Can Use Right Away

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

Lyft’s VP of Customer Experience and TRUST, With Mary Winfield – CB40

Customer Bliss

About This Episode. I was really enamored in speaking with Mary. Lyft is a company founded on a specific mission ( more here ), and her role is designed to reflect both customer experience and trust. Some companies you’ll see claim to have an awesome customer experience program, but what they mean is “we generate a bunch of revenue from customers.” About Mary. Employees.

How a Good Ticket Agent is the Key to a Successful Day

Steve DiGioia

This original article was written by Steve DiGioia. Life is stressful. The societal pressures of work, providing for your family, body image, social media , etc. are bad enough; the last thing you need early in the morning is a grumpy ticket agent to start your day off on a miserable note. Here’s my story…. I sure don’t miss the crowds or the unfriendly ticket agents. Today was to be different….

As Avaya Stadium Turns Three, Avaya Kicks Up its Fantastic Fan Experience


I’ve always liked things in threes. Three stooges, Charlie’s Angels, the rule of three (suggests that when things come in threes, they are inherently funnier, more satisfying, or more effective than other numbers of things). And let’s not miss the fact that I have three kids. When We Were One. Our inaugural year as Avaya Stadium launched the first cloud-enabled stadium in the MLS. When We Were Two.

Why You Love Super Bowl Ads But Hate Shopping!

Beyond Philosophy

Even if you didn’t watch the Super Bowl, you probably checked out this year’s commercials. I certainly did. I laughed out loud at Melissa McCarthy pratfalling her way through environmental causes in an ad for Kia’s Niro hybrid. Even Skittles got a chuckle out of me. The ad agencies that concoct these commercials know the power of emotions, whether it’s humor or a tug at the heartstrings.

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?

An Inspiring Mission Is An Employee Magnet

Experience Matters

If you want to recruit the best employees, make sure that your organization has an inspiring mission. Temkin Group recently surveyed 10,000 U.S. consumers about their preferences for a new job. Respondents chose one of these three attributes: the company’s mission, pay level, or new boss. An inspiring mission was the most popular option–and it wasn’t even close. Here’s what people selected: Inspiring […]. Customer experience Employee Engagement Purpose

Why a Static Journey Map Isn’t the Answer


Many companies want to create a journey map, and for varying reasons. Companies want to truly understand all the (proactive or reactive) steps that occur when a customer engages with their company. There are internal benefits that come from internal groups working across departments to really talk about customer facing journeys and create a draft. View Article

Introducing CustomerGauge 4.0 and the All-New Report Hub


Introducing CustomerGauge 4.0! Like a proud parent parading our child’s 1st place prize, we’re happy to brag about our newest release, which we began rolling-out yesterday. This new release involved 18 months of planning and engineering. During that time, we listened closely to hundreds of customers to understand how they used customer feedback and shared […]. Blog Featured CustomerGauge 4.0

G2 Crowd Awards Talkdesk’s Contact Center as High Performer


One week after Talkdesk topped GetApp’s list of Call Center Leaders , another third-party analyst has released an industry report with Talkdesk leading the way. Data from G2 Crowd ’s most recent industry overview named Talkdesk a High Performer in the contact center industry based on reviews from real users. Talkdesk’s reviews are great, receiving four- or five-star ratings in 95% of reviews.

7 Steps to Elevate Your Customers' Experience

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

10 Survey Best Practices and Tips to Increase Response Rates (Part 1)


These days, most customers’ inboxes are filled to the brim with emails requesting their feedback, making the feedback survey somewhat of a hard sell. That being said, surveys are still one of the most effective methods for attaining data from consumers and can be extremely valuable when aligned with strategy, analysis and research. To help your brand increase survey response rates, and the accuracy of the responses, we’ve compiled a list of tips and best practices – here’s Part 1, tips 1 through 5: 1. Value Your Customers’ Time and Make Surveys Short. Have a Clear and Compelling Call to Action.

Four Steps to Quickly and Cost-Effectively Validate Customer Personas


Your staff knows about what motivates customers, what concerns them, how they like to interact with your company, and for what reasons. So why not ask your staff to weigh in on your customer persona work? Presenting your personas to a selection of employees will give you a valuable, insightful perspective. So rather than keep your work to yourself, let them in on your little secret.

How Social Media Affects Democracy


One trait that sets humans apart is our drive to make sense of things. We do this so we can comprehend our shared history and make plans for the future. As professionals, we do this so we can assess the state of our businesses and strategize for growth. The new year is a time of. View Article