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. MORE
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. MORE
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. MORE
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!” MORE
One often overlooked aspect of customer service is sourcing customer feedback. What many managers don’t understand is that customers are often willing to give feedback to brands they have done business with and some, in fact, are eager to do so! MORE
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. MORE
The post The Opportunity Cost of Delivering an Average Customer Experience appeared first on Solvvy MORE
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. MORE
__. 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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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? MORE
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? MORE
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. MORE
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. MORE
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. MORE
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? MORE
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? MORE
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. MORE
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. MORE
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. MORE
A strong and sustainable service culture needs passionate educators, coaches, and role models who teach and apply the principles of uplifting service. MORE
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 , HomeAway.co.uk MORE
In this episode leading up to my 100th episode of The Chief Customer Officer Human Duct Tape Show next week, I speak with Edwin Bodensiek , the Chief Experience Officer for Miles & Stockbridge P.C. , a law firm in Baltimore Maryland. MORE
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. MORE
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. MORE
Customer Bliss
APRIL 18, 2018
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.
Kayako
APRIL 18, 2018
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.
C3Centricity
APRIL 17, 2018
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.
Wired and Dangerous
APRIL 16, 2018
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?
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In just nine months, Plansource raised customer happiness by 35%. Learn how.
Kerry Bodine
APRIL 17, 2018
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!”
inContact
APRIL 19, 2018
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.
Comm100
APRIL 16, 2018
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?
Michelli Experience
APRIL 18, 2018
__. 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.
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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
MaritzCX
APRIL 19, 2018
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.
Customer Guru
APRIL 17, 2018
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.
NewVoiceMedia
APRIL 17, 2018
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.
Solvvy
APRIL 17, 2018
The post The Opportunity Cost of Delivering an Average Customer Experience appeared first on Solvvy
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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.
Smarter CX
APRIL 18, 2018
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?
Truthlab
APRIL 19, 2018
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.
Heart of the Customer
APRIL 16, 2018
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.
Amity
APRIL 16, 2018
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.
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Auror uses NPS to fuel business growth through customer happiness. See How.
CX Journey
APRIL 18, 2018
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?
ShepHyken
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.
ReviewTrackers
APRIL 17, 2018
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.
Helen Dewdney
APRIL 20, 2018
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 , HomeAway.co.uk
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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.
Amity
APRIL 19, 2018
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.
Smarter CX
APRIL 20, 2018
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.
ShepHyken
APRIL 18, 2018
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.
ReviewTrackers
APRIL 19, 2018
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.
Advertisement
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
APRIL 18, 2018
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.
Amity
APRIL 20, 2018
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.
Up Your Service
APRIL 22, 2018
A strong and sustainable service culture needs passionate educators, coaches, and role models who teach and apply the principles of uplifting service.
ShepHyken
APRIL 20, 2018
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.
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Learn 5 actions your organization can take right now to improve the customer experience.
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