Trending Articles

Reflecting on the Starbucks Situation: Check Your Bias at the Door

Customer Bliss

In light of the recent Starbucks incident that occurred in Philadelphia, when a store manager called the police on two black men for trespassing , I thought it relevant and important to talk about unconscious bias, and its impact on customer and employee experiences.

7 Great Examples of Help Centers We Love


The online services that we use today are generally very reliable. When you want to watch something on Netflix or YouTube, you can be sure that 99% of the time, the service will be accessible. However, it is inevitable that something will go wrong at some point.

What a Customer First Strategy Is (And what it’s not!)


Everyone is talking about customer first strategies and why they are important. However walking the talk is a different matter! An interesting article on NewMR by Ray Poynter prompted this post.

Strong Emotional Connections = Great Customer Experiences!

Wired and Dangerous

Connect with or walk into one of your favorite service providers and you immediately feel the difference in the experience that makes this establishment one of your chosen few. What is the difference?

How Plansource Uses AskNicely NPS with Salesforce to Transform Customer Relationships

In just nine months, Plansource raised customer happiness by 35%. Learn how.

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How To Keep Your Customer Workshops On Track

Kerry Bodine

A face-to-face workshop with your employees and your customers can be an organization-changing experience. But getting in a room with customers isn’t all roses. Leaders who are new to the customer workshop approach are usually apprehensive about three things: “No one will want to come!”

Embrace Tenure Diversity in Your Contact Center


Contact centers should be comprised of new agents as well as agents with experience in the role. Embracing tenure diversity in the contact center provides new opportunities on all fronts, for new agents as well as those hitting anniversary milestones. Benefits of long-tenured employees.

The Satisfaction vs Effort Paradox: Reviewing “Lessons from the Mouse” & “The Effortless Experience”


A long-held belief is that exceptional customer service will bring with it extraordinary loyalty. This is something we’ve always believed to be true and accurate. After all, the customer is always right, right?

The Starbucks Experience Infographic | Challenges and Opportunities in Philadelphia

Michelli Experience

__. Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli. Save Save.

Getting to Iconic – How leading brands balance technology and human talent to deliver exceptional CX

The world’s most influential and customer-centric firms lead with technology, but do not let technology lead their customer relationships. Iconic firms – as such firms are labelled – recognize that providing exceptional customer experience is a key driver of increased revenue and brand loyalty. Register now to learn what strategies differentiate an iconic firm from other businesses

Drive High-Value Customer Experience Programs


Combine CX Technology and Services that Invest in Four Key Areas Organizations that run enterprise CX programs have a critical need to drive high value and high return, meaning your CX team must translate every response, dashboard, and case into lifetime value and customer loyalty.

8 irrefutable reasons why customer experience is important for growth

Customer Guru

With the competition in the markets intensifying, it has become increasingly tough for a brand to differentiate itself from its competitors. However, there is a solution to this conundrum too.

5 service expectations that brands aren't meeting


Today’s consumer has become more demanding. They not only want high-quality products, but they also expect high-quality customer service. However, new research has revealed that under-investment in contact centre infastructure is harming customer service. NewVoiceMedia recently partnered with the market research firm Opinion Matters to analyse survey responses from 1,000 contact centre professionals who use customer relationship management (CRM) systems.

The Opportunity Cost of Delivering an Average Customer Experience


The post The Opportunity Cost of Delivering an Average Customer Experience appeared first on Solvvy

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.

How to Win Customers and Increase Brand Loyalty

Smarter CX

At Modern Customer Experience , we held a live Twitter tweetchat to ask top customer experience (CX) influencers and thought leaders: How can companies successfully win customers and increase brand loyalty in today’s disruptive world?

Dishonest Design Comparisons: Giving Enterprise Designers a Fair Shake


Reading Time: 3 minutes The most dishonest meme in all of design is the “Your Companies App” labeling a clunky digital interface with tons of buttons and that of Google with just a search bar and Apple with just a button.

B2B Journey Mapping Best Practice: Follow Up

Heart of the Customer

B2B journeys are different from those of consumers. Consumer relationships are often anonymous – how many Coke customers have ever met somebody from the company? As ironic as it sounds, business relationships are much more personal. I’ve never met anybody from most of my consumer relationships.

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Best Practices To Share Your Product Roadmap With Customers


Deciding how much of your product roadmap - if any - to show your customers can be an area of uncertainty. Your product roadmap is your company’s high-level and strategic goals documented, along with an execution strategy that communicates how you plan on getting there.

Auror and NPS: The Ultimate Crime-Fighting Duo

Auror uses NPS to fuel business growth through customer happiness. See How.

CX Journey™ Musings: A Trojan Mouse and Your #CX Strategy

CX Journey

Image courtesy of Pixabay Are you challenged in your efforts to implement organization-wide changes to improve your culture, the employee experience, and the customer experience. Have you considered how a Trojan Mouse might help you gain traction in these efforts? Trojan Mouse. What is it?

5 Top Customer Service Articles For the Week of April 23, 2018


Each week I read a number of customer service and customer experience articles from various 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. The Secret To Superior Customer Experience by Denise Lee Yohn.

Tips and Tools for Conducting Competitor Analysis on Facebook


If you’re looking to improve your business performance on social media, it’s important to know how your competitors are doing and how you’re measuring up against them. Conducting competitor analysis doesn’t have to be hard.

How to prevent problems when booking a holiday let (plus what to do when things go wrong)

Helen Dewdney

I was on ITV Anglia on the 20th April talking about a bad experience someone had with using an online holiday letting website and how you can protect yourself. So thought a post providing more information would be useful. With the increase in sites such as AirBNB ,

Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

Find Out If Your Support Team Is Outdated


I’ve been thinking a lot lately about Customer Support and its place within an organization, and have come to a conclusion, Customer Support, as it is traditionally seen, is obsolete.

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Are All Modern CX Leaders Skeptics? [Infographic]

Smarter CX

During the Modern Customer Experience event earlier this month, we surveyed attending customer experience leaders using our new CX Assessment Tool to see how their strategies score against competitors.

Do Loyalty Programs Really Create Loyalty?


Lately, I’ve been asked about loyalty programs. Any company can create a loyalty program. But, there is some confusion around what exactly a loyalty program is.

How to Create a Social Media Marketing Plan


Customers tell stories on social media. Customers tell stories about their experiences with businesses – whether it’s about a restaurant or a bank, customers are going to write how they feel interacting with your brand.

How Real-Time Customer Feedback Drives Fleetio’s Customer-Obsessed Culture

How Real-Time Customer Feedback Drives Fleetio’s Customer-Obsessed Culture Description: See how Fleetio uses AskNicely to create customer-first brand and product experiences.

Totango’s Adding a “Spark” to Customer Health and Executive Dashboards


We understand your need to get results faster. That’s why we’ve launched Spark – the only goal-oriented customer success platform that accelerates the results of your CS initiatives.

How To Run a Successful QBR Meeting


While it might sound straightforward, a Quarterly Business Reviews’ purpose is to investigate, more than simply just reviewing the past quarter. You need to focus on the key metrics that deserve to be expanded on and identify the ones to keep short and simple.

How to Choose Outstanding Service Workshop Leaders

Up Your Service

A strong and sustainable service culture needs passionate educators, coaches, and role models who teach and apply the principles of uplifting service.

Guest Blog: How Online Reviews Fit into the Customer Experience


This week we feature an article by Megan Wenzl who writes about the customer experience and online reviews. Ask your customers to post online reviews.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.