Trending Articles

The 5-Step Guide for Customer and Culture Transformation: Your “Would You Do That To Your Mother” Reading Experience

Customer Bliss

As you may know, I’ve just released a new book, Would You Do That To Your Mother? The Make Mom Proud Standard for How to Treat Your Customers – and I’m excited to show you the inside of the book and its components in the video below.

How business leaders in retail plan to improve CX

Vision Critical

Retail is far from dead. That’s the key message I heard at the CX Exchange Retail 2018 , an intimate, invite-only conference for business executives in retail.

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5 Things You Absolutely Must Do To be Customer-Centric

Michelli Experience

This is the second in a two-part blog series. If you missed my perspective on 5 Things You Should Not Do in the Name of Customer Experience please check that out here. . This week we are flipping our conversation to discuss five things you absolutely must do to be customer-centric.

Are You a Good Listener? Here’s How to Tell

Steve DiGioia

…which of these 5 types are you? This original article was written by Steve DiGioia. Most people understand that in order to provide good customer service we must use one of our least appreciated soft skills – listening.

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Expert Forum: Choosing the Best Path for Transforming a Legacy Contact Center

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

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Innovative Service and the Rules of Combat

Wired and Dangerous

Next week we celebrate Memorial Day. We deeply thank all those who have made the ultimate sacrifice for their country! We also thank those who served for their service. We both had the distinct honor and privilege to serve our country. Chip is a highly decorated Vietnam War veteran.

Transform or Die! Business Transformation is No Longer Optional


We live in a business world full of disruption. Whether you work in financial services, manufacturing, logistics or retail, no business today can ignore the rapid pace of change facing us all.

5 Ways to Grow Your E-commerce Using Customer Service


If you to run a successful e-commerce store then exceptional customer service, customer satisfaction, and retention are essential. Having a well-defined customer service strategy in place can no longer be an afterthought.

5 Companies That Are Changing The Way Businesses Relate To Customers

Customer Bliss

A unique customer experience is the outcome of a unique company. What I mean by that is that, yes a company can put tactics into place that transactionally are out of the ordinary.

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.

Transport for London unmoved on issue of equality

Helen Dewdney

It’s 2018 and 8 years since the implementation of the Equality Act 2010. You may be forgiven for thinking that companies and organisations had got their act together and were ensuring that all services were accessible.

8 Tried and Tested Methods For Improving Employee Engagement

Customer Guru

“Customers will never love your company until your employees love it first.” ~ Simon Sinek. It is a well-known fact that healthy employee engagement and sustained business growth are correlated.

Customer Success Executives Need to Answer These 3 Critical Questions

Bob Hayes

In today’s subscription-based economy, customers are no longer trapped in long-term contracts; instead, they are able to jump to competitors easily when they become dissatisfied with their current vendor.

Running Your Customer Success Organization At Peak Efficiency


Whether we are a small bootstrapped team or a large resource-rich one, we always find ourselves having to do more with less. As a leader, I always find myself thinking, “How can Customer Operations work smarter, not harder?”

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.

$75 Billion Dollars Is Lost Due to Poor Customer Service


Two years ago I reported on NewVoiceMedia’s “serial switchers” report that indicated that $62 billion was lost due to poor customer service. That number, in their new report now has that number pegged at $75 billion! That’s a lot of lost business! Here’s my take on this.

New Grads: Take This One Lesson to the Workforce

Smarter CX

Speeding along the flatlands of Nebraska, I found myself waxing nostalgic about both my past and my youngest brother Callaghan’s future. I was headed to Creighton University in Omaha to watch Callaghan graduate from college.

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6 Ways to Market Your Local Restaurant


You’ve got a great restaurant concept. You’re in the trendiest neighborhood in the city and you have a variety of delicious menu items. Although you’ve worked hard to create what should be a restaurant hit, you’re struggling to get customers through your doors.

Privacy watchdog fails on fines for data protection breaches

Helen Dewdney

More than 2.8 million pounds uncollected in annual fines. Britain’s personal data watchdog has failed to collect millions in fines for breaches of the Data Protection Act (DPA).

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How to Create an Exceptional Customer Experience

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

Tips for Designing a Closed-Loop Feedback Process

CX Journey

Image courtesy of Pixabay Do you close the loop with customers after they provide feedback? Many companies listen to customers, but a big chunk of these companies don't do anything with the feedback or follow up with customers about what they heard. What a shame! What a huge missed opportunity!

Brand is All About Experience


Reading Time: 3 minutes Some folks think brand is all about colors and fonts, logos and taglines, but that’s only a fraction of what constitutes a brand in the eyes and hearts of customers. Customers define brand through experience and experience is overwhelmingly influenced through interactions.

Astea Whitepaper: 6 Steps to Field Service Profitability


Did you know that less than 30% of field service organizations are achieving profitable revenue growth? Service profitability is no longer simply a function of increasing the number of service calls completed per shift at a lower cost.

In Healthcare, Online Reputation Fuels Patient Satisfaction


The world of consumer healthcare is currently experiencing a vital shift. Just like in retail, automotive, hospitality, financial services, and nearly every business sector and industry, the old fee-for-service and fix-what’s-broken approach is no longer enough.

Customer Experience Transformation in Telecoms

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

What Does Winning Look Like? C.H. Robinson Q&A


Robinson Q&A: A CX Program Designed to Surface Customer Trends and Needs An interview with Matt Ostrowski, Director of Business Development, C.H. Robinson, from the book Unlock the Value of CX. The book addresses the value that great customer experiences can have and how to deliver customer experience the right way to accelerate insights, results, and. View Article.

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Amazing Business Radio: Jamie Edwards


Grow Sales, Revenue, and Customer Loyalty While Improving the Customer Experience. How can you create a better online support experience for your customers?

What is Great Customer Service? 9 Industry Leaders to Learn From


The post What is Great Customer Service? 9 Industry Leaders to Learn From appeared first on Solvvy

Augmented Reality – Far From a Gimmick for Field Service


Why pay attention to Augmented Reality? Augmented Reality or “AR” solves many challenges you face today: growing complexity of serviceable assets, limited resources, and an aging workforce which leads to massive training needs for new and contingent field technicians.

The Ten Commandments of Customer Service

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

10 Ways to Improve Your Customer Service Emails


This article was written by Grace Carter. Grace Carter is a business writer at Brisbane Assignment Help and Australian Help services. She also tutors students at College Paper Writing Service , where she helps improve writing skills, build confidence and write better assignments.

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3 Technologies Changing the Ecommerce Payments Landscape

Smarter CX

Change is constant in the world of ecommerce. Digital transformation is no longer a novel idea, seamless omnichannel experiences are a prerequisite to success, and the behaviors and expectations of retail shoppers have shifted.

5 Top Customer Service Articles For the Week of May 21, 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 Critical Role Of Customer Service Training In Successful Customer Engagement

Magellan Solutions

In business, external success begins with inner success. To develop a strong and lasting relationship with customers, you must first strengthen the camaraderie within your organization. To keep the customers satisfied, you must first create a great corporate culture.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.