After an inspiring weekend at the 2017 World Congress of Positive Psychology in Montreal, I decided to take a look at some of our data that connects positive psychology with customer experience. MORE
Autonomous transportation. If you’re reading this, you have an internet connection, so you’ve heard all about how autonomous vehicles (AVs) are coming to take our jobs, eliminate traffic and give machines the power to make moral choices. MORE
Episode Overview. Wow, can’t believe we’re at 60 episodes!). One of the interesting things about the CCO role in the last half-decade is that you’re seeing CCOs come from other, more-established parts of the organization. MORE
I had the great opportunity to interview Blake Morgan , customer experience futurist about her new book, More is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks Off Customer Experiences. MORE
Image courtesy of GMC Who needs a customer experience executive? What does this person do? What are the critical success factors for this role? What advice is there for future customer experience executives? Those are just some of the questions addressed in an eBook I wrote - and GMC Software released - about six weeks ago. And during a recent podcast with GMC Software. MORE
I just returned from Influence 2017 , the annual conference put on by the National Speakers Association. My friend and one of the world’s authorities on trust, David Horsager was one of the amazing keynote speakers. MORE
Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Here’s more information on one of the videos available in this library. MORE
On July 13 2017, over two hundred Vision Critical customers, insights, marketing and CX professionals gathered in Sydney for the Asia Pacific Customer Intelligence Summit, Vision Critical’s 7th annual customer summit. Throughout the day, one clear theme emerged: shared value. MORE
Recently I spent three days in New York City, and they were easily the best three days of my career. I talked with Avaya customers and partners about what’s happening in Avaya Solutions now. MORE
This blog coincides with the 10 th anniversary of the first signs of the Credit Crunch, which has impacted and continues to affect all our lives. MORE
These days, it’s hard to imagine how we ever got along without smartphones. Calculators, road maps, databases, photo albums, and even credit cards can all live in a single space the size of our hand. MORE
jameschipper / 123RF Stock Photo " alt="Does Your Customer Journey include Happy Processes? post image" />. What is a service process? A service process can be defined from two perspectives. From the inside looking out, it is a collection of procedures and practices that govern a complete operation. MORE
In our customer experience consultancy, we spend a lot of time educating people about the components of a great customer experience. Some companies get it and they’re creating an emotional connection that brings them loyal fans. But many others look to technology. MORE
In our last knowledge management (KM) blog , we discussed how critical it is to link your KM capabilities and activities to outcomes. Building this connection serves as the foundation to establishing a ‘value-driven’ KM program. Our customers often have a clear vision for KM and a good sense of the value KM will help them realize. However, bridging the gap between vision and value can feel like an overwhelming task—the missing link is KM strategy. MORE
I have spent my entire career in the channel. With 75% of world trade flowing through indirect channels according to the World Trade Organization, I’m always interested in seeing how businesses organize, manage, and execute their partner and alliance programs. We know that B2B marketers have been working to break down silos for years to […]. MORE
After spending 15 minutes on the phone to my bank the nice lady asks me if I would hold on after she hangs up to take a short survey. Sure what’s one more survey to someone who lives them 24/7! After a couple of prompted button pushes to enter scores I get the chance to provide […]. The post Post Call IVR Surveys: Even More Popular But Not That Useful appeared first on Genroe. Comments Sarah, Thanks for stopping by. I don't have specific words. MORE
For businesses of every size across every industry, online brand reputation has become one of the most powerful drivers of revenue and growth. MORE
No one ever said working in retail was easy. There are long hours, narrow margins, heavy competition and the threat of loss at every turn. You spend most of the year in the red, hoping for a big holiday season, and sometimes it doesn’t happen. MORE
This will be a shorter post than normal, but I wanted to put this out there. MORE
The increasing levels of technology being adopted into the contact center may leave some agents fearing for their jobs, but RPA will only benefit them in the long run. Read More. Jacada Blog MORE
Taking care of your best customers is an age-old concept. It has lasted all these years because it works. Loyalty programs are one of many ways you can do this for these top priority people. MORE
In the ever-changing world of marketing, one truth remains: knowledge is power. It’s the reason you read articles on this site. The more you know, the stronger your local search strategies will become. MORE
In our eBook, The Definitive Guide to Monetized Net Promoter®, and our most recent infographic, we outlined the four steps to mastering the Monetized Net Promoter methodology. It takes the Measure and Act cornerstones of NPS®, and builds on them to Monetize and Grow. MORE
Today, one of the main expectations regarding the customer experience is its level of personalization. However, often personalization in customer service solutions is merely a simulation of personalization, and a poor one at that. MORE
please use the correct words This original article was written by Steve DiGioia. Respect. We all want it, need it and deserve it. But when we use words that have “no meaning” we carelessly speak with disrespect to our customers. Why do we continually refer to “everyone” as a guy? MORE
It’s no secret that to be successful, companies must deliver excellent customer experiences. Companies, however, can’t rely on experience strategies of the past. Linear, episodically-designed, and static experience strategies can’t keep up with today’s always-on, hyper-connected customers. MORE
The technology industry has been continuously disrupting and leading markets when it comes to innovations and customer experience. MORE
Three years ago, Lane Bryant’s contact center was something it “hid somewhere in a financial spreadsheet.” Like so many other brands’ customer service operations, it was simply a cost of doing business. Fielding contacts (some 850,000 per year) left agents weary. MORE
This is a snippet of an article originally published on CustomerThink. You can read the full article here. Most things in life need ALL their ingredients to function as intended. MORE
Winter is finally here, and the people of Westeros haven’t been very proactive about it. Customer Success Managers know that being proactive can save them from churn, but there’s always a chance that your beloved accounts decide to leave you. MORE
According to Gartner’s research, nearly nine out of ten executives expect customer experience to be a key differentiator with today’s demanding customers. Yet a critical link — engaged employees — is often overlooked. MORE
MaritzCX
JULY 19, 2017
This is a snippet of an article originally published on CustomerThink. You can read the full article here. Most things in life need ALL their ingredients to function as intended.
ReviewTrackers
JULY 20, 2017
For businesses of every size across every industry, online brand reputation has become one of the most powerful drivers of revenue and growth.
MaritzCX
JULY 17, 2017
According to Gartner’s research, nearly nine out of ten executives expect customer experience to be a key differentiator with today’s demanding customers. Yet a critical link — engaged employees — is often overlooked.
Calabrio
JULY 18, 2017
No one ever said working in retail was easy. There are long hours, narrow margins, heavy competition and the threat of loss at every turn. You spend most of the year in the red, hoping for a big holiday season, and sometimes it doesn’t happen.
Advertisement
New ways of discovering and applying customer insights
Peter Lavers
JULY 17, 2017
This blog coincides with the 10 th anniversary of the first signs of the Credit Crunch, which has impacted and continues to affect all our lives.
Forrester's Customer Insights
JULY 21, 2017
I have spent my entire career in the channel. With 75% of world trade flowing through indirect channels according to the World Trade Organization, I’m always interested in seeing how businesses organize, manage, and execute their partner and alliance programs. We know that B2B marketers have been working to break down silos for years to […].
CX Journey
JULY 18, 2017
Image courtesy of GMC Who needs a customer experience executive? What does this person do? What are the critical success factors for this role? What advice is there for future customer experience executives? Those are just some of the questions addressed in an eBook I wrote - and GMC Software released - about six weeks ago. And during a recent podcast with GMC Software.
Beyond Philosophy
JULY 17, 2017
In our customer experience consultancy, we spend a lot of time educating people about the components of a great customer experience. Some companies get it and they’re creating an emotional connection that brings them loyal fans. But many others look to technology.
Advertisement
Customer support is the most important job in your company, so it pays to hire right
Amity
JULY 20, 2017
Winter is finally here, and the people of Westeros haven’t been very proactive about it. Customer Success Managers know that being proactive can save them from churn, but there’s always a chance that your beloved accounts decide to leave you.
Jacada
JULY 19, 2017
The increasing levels of technology being adopted into the contact center may leave some agents fearing for their jobs, but RPA will only benefit them in the long run. Read More. Jacada Blog
Customer Bliss
JULY 20, 2017
This will be a shorter post than normal, but I wanted to put this out there.
Think Customers
JULY 20, 2017
It’s no secret that to be successful, companies must deliver excellent customer experiences. Companies, however, can’t rely on experience strategies of the past. Linear, episodically-designed, and static experience strategies can’t keep up with today’s always-on, hyper-connected customers.
Advertisement
This cheat sheet covers ten fundamentals of customer service to help your business excel.
Beyond Philosophy
JULY 19, 2017
Taking care of your best customers is an age-old concept. It has lasted all these years because it works. Loyalty programs are one of many ways you can do this for these top priority people.
ShepHyken
JULY 19, 2017
I just returned from Influence 2017 , the annual conference put on by the National Speakers Association. My friend and one of the world’s authorities on trust, David Horsager was one of the amazing keynote speakers.
Forrester's Customer Insights
JULY 20, 2017
Autonomous transportation. If you’re reading this, you have an internet connection, so you’ve heard all about how autonomous vehicles (AVs) are coming to take our jobs, eliminate traffic and give machines the power to make moral choices.
Customer Bliss
JULY 18, 2017
Episode Overview. Wow, can’t believe we’re at 60 episodes!). One of the interesting things about the CCO role in the last half-decade is that you’re seeing CCOs come from other, more-established parts of the organization.
Advertisement
Learn how to build, maintain, and sustain an effective results-driven VoC program.
Bill Quiseng
JULY 18, 2017
I had the great opportunity to interview Blake Morgan , customer experience futurist about her new book, More is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks Off Customer Experiences.
Jacada
JULY 18, 2017
Today, one of the main expectations regarding the customer experience is its level of personalization. However, often personalization in customer service solutions is merely a simulation of personalization, and a poor one at that.
Talkdesk
JULY 18, 2017
Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Here’s more information on one of the videos available in this library.
Avaya
JULY 19, 2017
Recently I spent three days in New York City, and they were easily the best three days of my career. I talked with Avaya customers and partners about what’s happening in Avaya Solutions now.
CustomerGauge
JULY 20, 2017
The technology industry has been continuously disrupting and leading markets when it comes to innovations and customer experience.
Vision Critical
JULY 17, 2017
On July 13 2017, over two hundred Vision Critical customers, insights, marketing and CX professionals gathered in Sydney for the Asia Pacific Customer Intelligence Summit, Vision Critical’s 7th annual customer summit. Throughout the day, one clear theme emerged: shared value.
StellaService
JULY 17, 2017
Three years ago, Lane Bryant’s contact center was something it “hid somewhere in a financial spreadsheet.” Like so many other brands’ customer service operations, it was simply a cost of doing business. Fielding contacts (some 850,000 per year) left agents weary.
Experience Matters
JULY 21, 2017
After an inspiring weekend at the 2017 World Congress of Positive Psychology in Montreal, I decided to take a look at some of our data that connects positive psychology with customer experience.
Advertisement
Tactics for Boosting Engagement and Brand Affinity.
Genroe
JULY 17, 2017
After spending 15 minutes on the phone to my bank the nice lady asks me if I would hold on after she hangs up to take a short survey. Sure what’s one more survey to someone who lives them 24/7! After a couple of prompted button pushes to enter scores I get the chance to provide […]. The post Post Call IVR Surveys: Even More Popular But Not That Useful appeared first on Genroe. Comments Sarah, Thanks for stopping by. I don't have specific words.
CustomerGauge
JULY 18, 2017
In our eBook, The Definitive Guide to Monetized Net Promoter®, and our most recent infographic, we outlined the four steps to mastering the Monetized Net Promoter methodology. It takes the Measure and Act cornerstones of NPS®, and builds on them to Monetize and Grow.
Grade.us
JULY 18, 2017
In the ever-changing world of marketing, one truth remains: knowledge is power. It’s the reason you read articles on this site. The more you know, the stronger your local search strategies will become.
Verint
JULY 19, 2017
In our last knowledge management (KM) blog , we discussed how critical it is to link your KM capabilities and activities to outcomes. Building this connection serves as the foundation to establishing a ‘value-driven’ KM program. Our customers often have a clear vision for KM and a good sense of the value KM will help them realize. However, bridging the gap between vision and value can feel like an overwhelming task—the missing link is KM strategy.
Advertisement
Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.
INDUSTRY INSIGHTS YOUR PEERS ARE READING
20 
Let's personalize your content