Do we really understand the difference between customer service delivery and customer experience delivery? Or, do we use the two terms interchangeably? At times, our self-focused perception leaves customer service delivery up to everyone with “service” as part of their job titles. MORE
Social media, online reviews, product ratings—these platforms have transformed into the customer’s soapbox, empowering them to speak freely about a brand’s strengths and faults. MORE
The Customer Intelligence Summit brings together some of the brightest minds in research, marketing, customer experience and product innovation to discuss the latest trends, share best practices and discover the newest innovations in the industry. This year’s Summit took place in Washington, D.C. MORE
The majority of millennials graduated from school during the Great Recession (2008), and encountered a harshly competitive workforce. This resulted in many taking part-time jobs, or jobs outside of their degree in order to make ends meet. Millennials are currently the largest generation in the U.S. MORE
In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. MORE
More and more companies today are investing billions of dollars in customer experience (CX) programs. Executives are evangelizing the importance of delivering a more seamless experience, recognizing that CX is now the new battlefield in business. MORE
Turning RPA Hype into Full-Blown Reality. Today, along with recent technological advancements in machine learning (ML), artificial intelligence (AI), and big data, Robotic Process Automation has become well known to businesses of all sizes. MORE
Here are five stories of great customer experience moments recounted by employees at Intouch Insight, that would make moms across the country proud MORE
There are hundreds of best practices for employee engagement, and all of them are being practiced by firms across this good, green Earth: at some growing businesses, at some failing businesses too. MORE
Tips on How to Celebrate Customer Service Week 2018. Customer Service Week spans October 1 through 5 this year. Customer Service week is the designated week to celebrate the folks in your company who work with customers and build strong relationships with them. These are the people your customers associate with your brand when solving problems and answering questions. There are people in your company not working directly face to face with your customers. MORE
James Rouse, an American real estate developer and philanthropist, is credited with saying, “Profit is not the legitimate purpose of business. The legitimate purpose of business is to provide a product or service that people need and do it so well that it’s profitable.” MORE
When it comes to collecting customer feedback, most people think of a traditional Net Promoter Score survey. However, there are key touchpoints throughout the entire customer journey where you can be listening to your customers. MORE
The smart home technology, which enables devices to be connected or controlled by a device, allowing automation of lighting, heating, security and home appliances, among other things, is growing. MORE
February 12, 2018, 10:14 am. A recorded call within a call center in Stockholm, Sweden. Agent: Thanks for calling Förenad TelCo*, how can I help you? Customer: Hi, I am having a problem…. shhh, sweetie, shhhh…. Agent: What’s the problem? Customer: I’m having a problem with my Internet. It’s….just MORE
no wonder why today’s service is so poor! This original article was written by Steve DiGioia. One of my biggest frustrations is that today’s “ younger generation ” doesn’t have a decent point of reference to what we call good customer service. MORE
A Contrarian’s Guide to Avoiding Innovation and Growth. Customer Experience MORE
Do you lead your business by thinking about your customers’ wants and needs? Are you putting the customer first? In today’s episode, we revisit two conversations with CX leaders representing global organizations about defining customer-obsession. MORE
What are you After? Brand equity is one of the most sought after and yet hardest to define concepts in the CX and marketing research world. Even when they have come to grips with defining it, most offerings designed to get at brand equity merely scratch the surface of what’s going on with a firm’s. MORE
Customer experience (CX) is more than just icing on the cake—it is a complete recipe for business success. How customers perceive their interactions with a company translates into serious financial implications. Customer Experience MORE
Customer care is an integral part of any successful business. After all, potential or loyal customers will often engage with customer care teams to inquire about a product or ask for help regarding specific issues that they may be facing. MORE
Hurricane Florence wreaked havoc on the east coast. As of September 20th, 2018, the death toll had already climbed to 42 people. North Carolina Governor Roy Cooper says it will take billions of dollars for his state to recover. MORE
Customers who complain and receive good resolution to their complaints are usually more loyal than customers who never complained at all. With that in mind, how do we identify and properly follow-up with customers who return a customer experience survey that indicates they had a problem? MORE
How Can You Provide Better Services For Your Client? This is a great question isn’t it? It was asked recently on Quora and I answered it, as I do many posed on topics such as brand building and customer understanding. MORE
People do not say what they mean or, it seems, what they are thinking. If we aren’t saying what we mean, then what are the implications for our Customer Experience? Honest communication can not only improve communication, but it can also enhance workplace quality and Customer Experience. MORE
Artificial intelligence (AI) is slowly yet surely finding its way into our everyday lives. From driverless cars to robotics and smart homes, we see more and more AI applications in the real world. MORE
A fun activity for Chip’s grandchildren when they visit his North Georgia weekend home is panning for gold. The sand comes from a sandy river bank near a sight that was a part of the gold rush in the early 1800’s. Panning for gold is not easy; it works like this. MORE
Astea International to Showcase the Newest Version of its Alliance™ Field Service Management and Mobility Platform at the 2018 Smarter Services™ Symposium. Astea will showcase Alliance Enterprise™ and Astea COO will host workshops on growing service revenue. MORE
Only 14% of CX professionals agree that the return on CX investments is well established in their organizations (Forrester, 2017). This becomes a real problem when asking for more resources, and dealing with budget approvals. MORE
Running a company can be complicated–especially when you realize you need to grow your team. The business of customer service has grown consistently, and the US Bureau of Labor Statistics says the number of customer service representatives will have grown by 5% between 2016 and 2026. MORE
Learn how customers rank their experience using the mobile apps of top QSR and convenience store brands. Watch the video MORE
Customer Bliss
SEPTEMBER 18, 2018
In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.
Help.com
SEPTEMBER 21, 2018
Hurricane Florence wreaked havoc on the east coast. As of September 20th, 2018, the death toll had already climbed to 42 people. North Carolina Governor Roy Cooper says it will take billions of dollars for his state to recover.
GetFeedback
SEPTEMBER 19, 2018
When it comes to collecting customer feedback, most people think of a traditional Net Promoter Score survey. However, there are key touchpoints throughout the entire customer journey where you can be listening to your customers.
CloudCherry
SEPTEMBER 19, 2018
Social media, online reviews, product ratings—these platforms have transformed into the customer’s soapbox, empowering them to speak freely about a brand’s strengths and faults.
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Hear from independent research analyst Jon Arnold and our very own Barbara Gonzalez, VP of Global Business Consulting, on this topic as they discuss the forces driving the move to the cloud and the options for businesses when change becomes mandatory.
Help.com
SEPTEMBER 20, 2018
Running a company can be complicated–especially when you realize you need to grow your team. The business of customer service has grown consistently, and the US Bureau of Labor Statistics says the number of customer service representatives will have grown by 5% between 2016 and 2026.
C3Centricity
SEPTEMBER 17, 2018
How Can You Provide Better Services For Your Client? This is a great question isn’t it? It was asked recently on Quora and I answered it, as I do many posed on topics such as brand building and customer understanding.
One Millimeter Mindset
SEPTEMBER 17, 2018
Do we really understand the difference between customer service delivery and customer experience delivery? Or, do we use the two terms interchangeably? At times, our self-focused perception leaves customer service delivery up to everyone with “service” as part of their job titles.
CloudCherry
SEPTEMBER 18, 2018
Only 14% of CX professionals agree that the return on CX investments is well established in their organizations (Forrester, 2017). This becomes a real problem when asking for more resources, and dealing with budget approvals.
Steve DiGioia
SEPTEMBER 17, 2018
no wonder why today’s service is so poor! This original article was written by Steve DiGioia. One of my biggest frustrations is that today’s “ younger generation ” doesn’t have a decent point of reference to what we call good customer service.
IntouchInsight
SEPTEMBER 21, 2018
Learn how customers rank their experience using the mobile apps of top QSR and convenience store brands. Watch the video
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Transform your contact center to build relationships with your customers that will last a lifetime.
Kayako
SEPTEMBER 20, 2018
In the current climate, customer experience is one of the main battlegrounds for sales organisations, often out-ranking factors like product and price.
Vision Critical
SEPTEMBER 20, 2018
More and more companies today are investing billions of dollars in customer experience (CX) programs. Executives are evangelizing the importance of delivering a more seamless experience, recognizing that CX is now the new battlefield in business.
QuestionPro Audience
SEPTEMBER 21, 2018
The smart home technology, which enables devices to be connected or controlled by a device, allowing automation of lighting, heating, security and home appliances, among other things, is growing.
Topdown
SEPTEMBER 18, 2018
Customer experience (CX) is more than just icing on the cake—it is a complete recipe for business success. How customers perceive their interactions with a company translates into serious financial implications. Customer Experience
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Learn 5 actions your organization can take right now to improve the customer experience.
IntouchInsight
SEPTEMBER 20, 2018
Here are five stories of great customer experience moments recounted by employees at Intouch Insight, that would make moms across the country proud
CX University
SEPTEMBER 18, 2018
There are hundreds of best practices for employee engagement, and all of them are being practiced by firms across this good, green Earth: at some growing businesses, at some failing businesses too.
Comm100
SEPTEMBER 20, 2018
Customer care is an integral part of any successful business. After all, potential or loyal customers will often engage with customer care teams to inquire about a product or ask for help regarding specific issues that they may be facing.
Merlin
SEPTEMBER 17, 2018
Artificial intelligence (AI) is slowly yet surely finding its way into our everyday lives. From driverless cars to robotics and smart homes, we see more and more AI applications in the real world.
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This cheat sheet covers ten fundamentals of customer service to help your business excel.
Wired and Dangerous
SEPTEMBER 17, 2018
A fun activity for Chip’s grandchildren when they visit his North Georgia weekend home is panning for gold. The sand comes from a sandy river bank near a sight that was a part of the gold rush in the early 1800’s. Panning for gold is not easy; it works like this.
Vision Critical
SEPTEMBER 21, 2018
The Customer Intelligence Summit brings together some of the brightest minds in research, marketing, customer experience and product innovation to discuss the latest trends, share best practices and discover the newest innovations in the industry. This year’s Summit took place in Washington, D.C.
Jacada
SEPTEMBER 21, 2018
Turning RPA Hype into Full-Blown Reality. Today, along with recent technological advancements in machine learning (ML), artificial intelligence (AI), and big data, Robotic Process Automation has become well known to businesses of all sizes.
Kristina Evey
SEPTEMBER 18, 2018
Tips on How to Celebrate Customer Service Week 2018. Customer Service Week spans October 1 through 5 this year. Customer Service week is the designated week to celebrate the folks in your company who work with customers and build strong relationships with them. These are the people your customers associate with your brand when solving problems and answering questions. There are people in your company not working directly face to face with your customers.
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Tactics for Boosting Engagement and Brand Affinity.
Customer Bliss
SEPTEMBER 20, 2018
Do you lead your business by thinking about your customers’ wants and needs? Are you putting the customer first? In today’s episode, we revisit two conversations with CX leaders representing global organizations about defining customer-obsession.
TechSee
SEPTEMBER 20, 2018
February 12, 2018, 10:14 am. A recorded call within a call center in Stockholm, Sweden. Agent: Thanks for calling Förenad TelCo*, how can I help you? Customer: Hi, I am having a problem…. shhh, sweetie, shhhh…. Agent: What’s the problem? Customer: I’m having a problem with my Internet. It’s….just
Omnicus
SEPTEMBER 21, 2018
A Contrarian’s Guide to Avoiding Innovation and Growth. Customer Experience
MaritzCX
SEPTEMBER 18, 2018
What are you After? Brand equity is one of the most sought after and yet hardest to define concepts in the CX and marketing research world. Even when they have come to grips with defining it, most offerings designed to get at brand equity merely scratch the surface of what’s going on with a firm’s.
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Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.
inContact
SEPTEMBER 18, 2018
James Rouse, an American real estate developer and philanthropist, is credited with saying, “Profit is not the legitimate purpose of business. The legitimate purpose of business is to provide a product or service that people need and do it so well that it’s profitable.”
QuestionPro Audience
SEPTEMBER 20, 2018
The majority of millennials graduated from school during the Great Recession (2008), and encountered a harshly competitive workforce. This resulted in many taking part-time jobs, or jobs outside of their degree in order to make ends meet. Millennials are currently the largest generation in the U.S.
Beyond Philosophy
SEPTEMBER 20, 2018
People do not say what they mean or, it seems, what they are thinking. If we aren’t saying what we mean, then what are the implications for our Customer Experience? Honest communication can not only improve communication, but it can also enhance workplace quality and Customer Experience.
Astea
SEPTEMBER 17, 2018
Astea International to Showcase the Newest Version of its Alliance™ Field Service Management and Mobility Platform at the 2018 Smarter Services™ Symposium. Astea will showcase Alliance Enterprise™ and Astea COO will host workshops on growing service revenue.
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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?
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