Trending Articles

5 Top Customer Service Articles for the Week of July 16, 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.

What is Employee Branding? And Why Does Your Company Need It?


You’ve probably heard of employer branding. You may have even read about it on our blog, and followed the steps to building a strong employer brand. If you think of “employee branding” as how your company is perceived by current and potential employees — well, that’s a pretty good starting point.

Brands 162

The 3 Hottest Trends Impacting Outsourced Customer Care


The only constant in the customer care world is change, and if you don’t keep up, you’ll be left behind. That’s why we’ve compiled these must-read articles to keep you updated and give you some food for thought as you think about the future of your outsourced customer care.

Trends 156

5 Top Customer Service Articles for the Month of June 2018


Continuing our series of the best customer service posts on the web from May , I’m going to look at some standouts from last month that caught my eye. There is no specific theme here aside from a focus on improving the customer experience.

Frost & Sullivan White Paper–CX Innovation Through Agile & DevOps

Organizations are continuously improving their CX systems in an effort to keep up with customer demands. Automation increases quality and accelerates innovation. Learn how adopting Agile/DevOps will accelerate innovation and exceed customer expectations.

More Trending

Tactics To Implement in Your First Six Months Leading CX in the Telecommunications Industry

Customer Bliss

Over the past two years, the CX leaders and CCOs that I’ve spoken with have shared great actionable advice and tactics to help you transform the culture of your organization to be customer-driven.

Optimal Customer Journey Road Map [Infographic]

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.

Customers Today Call for Consistency!

Wired and Dangerous

Customers today are more powerful than ever! And they base the majority of their decision on where to spend their hard-earned dollars on the customer service experiences they encounter.

5 Franchise Marketing Strategies to Drive Revenue


Franchise marketing in today’s digital world can be challenging and complex.

How Mid-Size Contact Centers are Adopting Cloud for CX Transformation

The combined forces of digital transformation, customer experience and cloud-based contact center products herald a new day for mid-market contact centers by meeting the unique needs and preferences of their business, including: security, control, functionality and speed.

How Can You Leverage GDPR to Improve Customer Experience?

Customer Bliss

As modern day consumers of digital media, you’ve probably already encountered numerous privacy policy updates through various alerts and newsletters. All of these updates are related to the General Data Protection Regulation (GDPR) that was passed in the European Union this May.

From Customer Journey Map to an Optimal Customer Journey Road Map

Michelli Experience

In last week’s blog , I talked about how customer journey mapping has gained widespread acceptance and how to get maximum value out of efforts to depict perceptions of customers across interactions with your brand.

Has Marketing lost its way or is it just changing? A perspective by Bernard Page


Where does Customer Experience (CX) ‘sit’ in an organisation? This is a question I am frequently asked.

Why is shorter life cycle of insurance claims critical to the industry?


Insurance companies face the dual challenge of competing in an extremely crowded marketplace, while being required to constantly up their game in order to meet ever-rising customer expectations for a shortened life cycle insurance claim. .

eBook: Top 6 Benefits of Improving CX Assurance

More and more organizations understand the value of delivering a high-quality customer experience and investing in improving their CX assurance processes. Automating testing and monitoring, top the list of ways to improve their CX assurance efforts.

5 Top Customer Service Articles for the Week of July 9, 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.

Is social media a boon or a curse for customer experience?

Customer Guru

What is customer experience? Customer experience (CX) can be defined as the sum of the interactions between a customer and a business over the period of their relationship. A positive customer experience creates repeat and loyal customers.

Are You Making The Most Of Scarcity As A Marketing Strategy?

Beyond Philosophy

We discuss the key principle of scarcity with guest Professor Kelly Goldsmith, Ph.D., Professor of Marketing at Vanderbuilt University. Kelly is a behavioral scientist who examines consumers’ responses to uncertainty and scarcity, uncovering and explaining seemingly paradoxical effects.

The Devil is in the Detail When Implementing CX Technology


I just sold my home in one city and moved my wife and two children into another home in a different city. The moving process involves a lot of work and a lot of decisions. Should I use a real estate agent, or should I sell my home “by owner”? When should we list? View Article. General

How to Create an Exceptional Customer Experience

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

“You’re not elevating human connection unless you’re creating those positive experiences unique to each customer,” an interview with Devin Anuzis of Benchmark Senior Living

Heart of the Customer

Devin Anuzis is Corporate Manager, Customer Experience at Benchmark, the leading provider of senior living services in the Northeast.

Make Sure You Delegate Enough

Middlesex Consulting

Failing to delegate decisions to your team will kill you, kill your team, or kill your business. All these outcomes are really bad! To make sure none of these outcomes occur, we need to discuss your trust and self-confidence. Lets take trust first. Trust You may not trust (empower) your team to make decisions […]. The post Make Sure You Delegate Enough appeared first on Middlesex Consulting. Customer Experience employee engagement trust

A Fish Rots from the Head Down

CX Journey

Image courtesy of Pixabay A fish rots from the head down - and so does your culture. What does "a fish rots from the head down" mean? It means that the problem starts at the top, that the problems, failures, issues , toxicity , etc.

Why Don’t Customers Buy After They Say They Will?

Beyond Philosophy

Many organizations have called to tell us that their Customer Experience initiatives are not performing like they did. The results that were once skyrocketing have plateaued. They are surprised by this turn of events, but we are not.

Customer Experience Transformation in Telecoms

Transforming CX: Critical success factors mobile operators are looking for.

When Employees Misuse Their Authority Over Customers

Customers That Stick

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. Customer Service Blog

3 Marketing Strategies to Knock Your Customer Base Out of the Park

Smarter CX

It’s one thing to wow your current customer base with sales and marketing efforts, but brands can also expand their audiences by using targeted marketing strategies geared toward the exact audience they’re looking to gain.

5 Things You Can Learn From Your Customer Reviews


In the age of Yelp and TripAdvisor, online reviews have the power to influence purchase decisions and shape consumer behavior. . According to a study by international market research firm YouGov, 78 percent of Americans check out reviews before making a purchase.

4 Times the World Cup Summed Up Our Life as a CSM


The World Cup is now behind us. In every corner of the world, the past month brought about joy, pain, sadness, but mostly lots of friendly fun and celebrations.

The Ten Commandments of Customer Service

This cheat sheet covers ten fundamentals of customer service to help your business excel.

Journey Mapping Effectiveness Comes from Leadership and Frequency


In the recent research report by MyCustomer in association with Quadient, Customer Journey Mapping Research Report 2018, results validate what we practitioners have known for years: leadership buy-in absolutely matters and it should never be a one-and-done effort. It is really great to see more and more companies realizing the benefits of customer journey mapping (CJM). Since I started mapping in 2000, clients have always seen immediate benefit from the exercise.

Research Report: Medical Field Service & Integrated Solutions


With heavy regulation and compliance requirements, field service organizations in the medical device industry are often the early adopters and technology leaders to watch. Physicians, medical facilities, and patients are regularly calling upon medical device field service organizations to do more.

Customer Experience: The Only Path to Brand Loyalty

Smarter CX

What kinds of companies come to mind when you think of the world’s most respected brands? How do you suppose those companies became the most respected brands? If you answered “marketing” or “advertising” you’re only partly correct.

New Insights on “State of the Connected Customer” Worldwide

Up Your Service

unique report was recently released by Salesforce Research titled “ State of the Connected Customer , 2nd edition”.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.