March, 2017

Trending Sources

The Role of Digital in Customer Experience, by Sandeep Kuvvarapu

ijgolding

The customer has always been at the heart of every business, be it a street vendor selling hot dogs or a multi-national firm selling a wide range of products. All business have taken necessary measures, so that customers become loyal, provide repeat business, and advocate their products & brand – thereby increasing the customer base. and Pepsi Co. billion in USA and $ 300.00

Top 20 Customer Service Experts to Follow on Twitter Right Now

Comm100

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

Jacada

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

Why Exceeding Customer Expectations Can Make or Break a Business

Kayako

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.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

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Engaging Your People in Customer Experience Improvement Activity: 6 Key Questions 

ijgolding

In this, my exclusive column for CustomerThink, I continue to explore in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. It is important to stress that the ‘tips’ are in no particular order – tip number four is no less important than tip number one – although all the tips are connected to each other in some way. It absolutely did.

What’s the State of Work-at-Home in Customer Care in 2017?

BlueOcean

About five years ago, we entered a discussion with a prospective client. They had been outsourcing their customer service to a call center with a predominantly “work-at-home” (WAH) model and one of the first questions they asked us was about work-at-home agents. They’d had a bad experience with that model and were keen to move as far away from any work-at-home solution as possible. Is It Enough?

Digital Engagement on the Voice Channel

Jacada

Jacada is dramatically improving the experience of customer service at contact centers around the world. By providing the option to pivot an inbound call to a digital session, customers are able to bypass long hold times and effectively self-service their inquiry. This digital session is launched in-context, when required, and all without the need to download a mobile app. Read More. Jacada Blog

8 Customer Service Skills to Boost Your Career

Kayako

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.

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.

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.

Are Car Dealerships Incentivizing Bad Behavior?

MaritzCX

What a great time of year to buy a car – its incentive season! Usually here in Michigan we only have 2 seasons, winter and construction. Both bad for traffic. However, car companies offer a variety of incentive seasons throughout the year. There is always a sale and If you need a little push to. View Article

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So you attended the Customer Experience workshop, what now??? by Paul Clavering

ijgolding

If you have ever worked in a company that is looking to improve its sales, often Customer Experience(CX) is defined as the solution. Normally a CX expert is drafted in and a workshop created for the key stakeholders. This often generates initial clarity and in some cases a Level ‘0’ or Level ‘1’ model is produced. I have been fortunate to attend a few of these with differing results. Ownership.

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.

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.

Digital Engagement and First Visit Resolution

Jacada

The ‘Holy Grail’ of customer service has always been first contact resolution – digital channels offer a new way to achieve this. Read More. Jacada Blog

Why are Companies Failing at Customer Experience?

SuiteCX

Brands are all touting customer experience but most are failing. Brands think they understand customer experience because they have Customer Data, and even Big Data. They use analytics and some technology to drive their next best actions. But lots of data without real insight isn’t going to be helpful. Companies are drowning in data and really don’t know what is important and what isn’t.

For a laugh: Adobe’s new customer experience ad

Customer Bliss

This will be a shorter post, as we’re working on a longer one for next week about customer experience rooms ( I call them customer rooms sometimes , and often work on them in my client work). You may be familiar with the Adobe Experience Cloud , which gives a business a suite of insights around campaign-building, ads management, customer profiles, and other centralized assets.

What vCommerce Brands Get Right About Customer Experience

Kayako

Could your company be blamed for a failed essay? Warby Parker had better hope not. My @WarbyParker home try on package is arriving tomorrow and I am so excited I can’t focus on my essay. Brandon (@TheBrandonPFrye) February 22, 2017. billion valuation. And what an advantage! Customer experience is more than just paying lip service. Click To Tweet. Just staff and samples. Click To Tweet.

5 Customer Satisfaction Templates You Can Use Right Away

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

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. .

CX Journey™ Musings: No Budget for #CX Improvements

CX Journey

Image courtesy of aliceheiman No customer experience budget? I haven't written a CX Journey™ Musings post lately, but I found a topic that warrants a bit of reflection. I recently read an article on MyCustomer about a study that Ovum and BoldChat conducted in which they found that many companies don't have the necessary budget to improve the customer experience. Weird, no? Isn't it? Wrong decision.

Transitioning voice customers to the digital channel

Jacada

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

Inspiration, Dedication, Perspiration – welcome to the mind of the Customer Experience Professional!

ijgolding

Last week I was afforded the undeniable pleasure of spending two whole days with Diane Magers, CEO of the Customer Experience Professionals Association (CXPA). A career Customer Experience (CX) Professional, Diane recently spent three years with responsibility for the ‘Office of the Customer and Customer Experience Strategy’ at telco giant, AT&T. Apart from it being in my genes….

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?

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.

Surprisingly Easy: The Path To Customer Loyalty

Beyond Philosophy

My first manager had a poster on his wall that said, “There isn’t a lot of traffic on the extra mile,” a tenet of Customer Service. Today, that poster might read, “Why meet customer expectations when you could exceed them?” Exceeding expectations and going the extra mile are still important concepts for front-line employees, but not for the reasons many like to think they are. It is easy.

Why the CX and Branding Departments Should Be Sharing Notes

MaritzCX

A few months ago at a sales training I was giving, I talked about our offering of “Brand Defector Research” and its use cases in the market. A team member raised his hand: “But we do not talk to Brand folks usually”. I looked at my slide, I looked at the words I was using, View Article

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

Merlin

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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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 Digital can Save your Organization Money

Jacada

This additional revenue can then be channeled back into agent upskilling. Contact centers, like any business, face a continuously mounting barrage of costs. Whether we are talking wage increases or rising operational costs, the need to improve efficiencies and limit overheads is a problem that simply won’t go away. Read More. Jacada Blog

5 Best Practices for Keeping a Killer Knowledge Base

Kayako

Question: When is a self-service writer a diplomat? Answer: When they are a writing a knowledge base to help customers solve their problems quickly and reduce repetitive conversations with your support team. Writing documentation for a knowledge base is hard. Documentation is more than providing information, it’s goal orientated. A knowledge base is how you communicate with customers.

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.