? Stay tuned for a story of public humiliation, misdeeds and good intentions This is the CX Storytime Tale of…. When Shame Came to Town In this episode, not one but THREE tales of customer experience shame. MORE
Franchise marketing in today’s digital world can be challenging and complex. MORE
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. MORE
Be a true leader; share this post with the members of your team who need the inspiration and support. Your boss expects you to be able to answer all his questions and especially to know your customers. MORE
Last week, 16 C-level leaders in CX, digital transformation and marketing came together for the CMO Lunch Series : Driving CX Transformation , an executive lunch series for CMOs and CCOs to share peer-to-peer insights while networking over lunch. MORE
Episode 008 – Creating an Effective Customer Journey Map Shownotes. What Journey Mapping ISN’T. Not a process map. Not or training manual. Not what you hope customers experience. Not the time to map out every single touchpoint and the stuff behind the scenes to make the magic happen for the customer. Not silo driven. Not company focused on driving profits or sales. What Journey mapping IS. A story of what the CUSTOMER experiences. MORE
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. MORE
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. MORE
In many cases, the current customer journey delivered at dealer service centers is not ready for the prime time. The present model at many stores has been in place too long and that’s because it’s always the way we’ve done it! While boomers might have settled a long time ago for just good enough, the. View Article. Automotive MORE
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. MORE
The following is an excerpt from Listen Or Die by Sean McDade, PhD. As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM). In this book , you’ll see VoC more than any other term, though you can use each of these terms interchangeably. So, what is CX measurement or VoC? MORE
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 MORE
Hiring Right – Episode Number 007 Shownotes… So much of this work is dependent on hiring the right people to execute the desired customer experience. If you have people that aren’t concerned about customer service and making the customer happy enough with their experience doing business with you, then you have a little additional work to do. MORE
Today’s wired and dangerous customer is looking for organizations that are continuously pushing to enhance the customer journey and take their customers’ experience to another level. Delivering a customer experience that satisfies the customer is not nearly enough to create loyalty and growth. MORE
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. MORE
Let's be honest with each other for a moment. We rarely take immediate action when we read blog posts. Most of the time, we read something, decide if we like the idea or not, and then move on. The most many of us do if we're really inspired is share the post with someone else. I hope this post is a little different. Here are seven simple customer service tips you can go use right now. Your challenge is to pick one and try it. Tip 1 Visualize Great Service. MORE
The Customer Has Their Own Perspective Of Your Company. Customer Perspective is really the only thing that matters in Customer Experience (CX) work. I know this seems a bit extreme… please bear with me. I know that you are doing what you think is best for your business and your customer. 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. MORE
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. MORE
Shownotes … Customer Perspective is really the only thing that matters in any Customer Experience work. I know that you are doing what you think is best for your business and your customer. I know that most of you, simply because you are listening to this podcast, are looking to create solid experiences for your customers that will bring them back to you time and time again. But what if your customers don’t think the same way you do? MORE
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. MORE
IVR technologies are limited without sight. Interactive voice response (IVR) is a technology that allows a computer to interact with customers through the use of voice and touch-tone telephone keypad. MORE
The first CX and the City meetup in Toronto took place yesterday on a hot, sunny day, but we escaped the heat a bit at the cool Kasa Moto restaurant. More than 50 research, CX, product and marketing professionals were in attendance to network and enjoy food and refreshments. MORE
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. MORE
I once wrote that to be joyful we must capture the natural occurring humor of reality. Extrapolating the idea of seizing natural occurring opportunities, I’m a fan of gleaning customer experience lessons from news headlines. MORE
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 MORE
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. MORE
A few days ago, I found out that I need to get surgery on my right elbow. It’s been hurting a long time now, during the course of which I’ve seen various medical experts in hopes they would have a solution. The healthcare industry is something that everyone utilizes even though it has a bad. View Article. Healthcare MORE
Managing the customer experience (CX) has become a top priority for many of today’s business organizations. MORE
I recently moved to a new part of town, and the local Wendy’s has “We love customers” on their placard. My dry cleaner has the same message printed on their hangers. Who cares? What is the purpose of such a generic statement? MORE
Customer Journey Mapping. Map the Experience Your Customers Have. This concept is nothing new… yet so many company leaders have not done it… or – at least- have not done it effectively. Leaders tend to get overwhelmed with the process, and no wonder. MORE
TechSee
JULY 17, 2018
IVR technologies are limited without sight. Interactive voice response (IVR) is a technology that allows a computer to interact with customers through the use of voice and touch-tone telephone keypad.
MaritzCX
JULY 17, 2018
A few days ago, I found out that I need to get surgery on my right elbow. It’s been hurting a long time now, during the course of which I’ve seen various medical experts in hopes they would have a solution. The healthcare industry is something that everyone utilizes even though it has a bad. View Article. Healthcare
Kristina Evey
JULY 16, 2018
The Customer Has Their Own Perspective Of Your Company. Customer Perspective is really the only thing that matters in Customer Experience (CX) work. I know this seems a bit extreme… please bear with me. I know that you are doing what you think is best for your business and your customer.
ReviewTrackers
JULY 12, 2018
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.
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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.
Wired and Dangerous
JULY 16, 2018
Today’s wired and dangerous customer is looking for organizations that are continuously pushing to enhance the customer journey and take their customers’ experience to another level. Delivering a customer experience that satisfies the customer is not nearly enough to create loyalty and growth.
ReviewTrackers
JULY 17, 2018
Managing the customer experience (CX) has become a top priority for many of today’s business organizations.
MaritzCX
JULY 12, 2018
In many cases, the current customer journey delivered at dealer service centers is not ready for the prime time. The present model at many stores has been in place too long and that’s because it’s always the way we’ve done it! While boomers might have settled a long time ago for just good enough, the. View Article. Automotive
Kristina Evey
JULY 16, 2018
Episode 008 – Creating an Effective Customer Journey Map Shownotes. What Journey Mapping ISN’T. Not a process map. Not or training manual. Not what you hope customers experience. Not the time to map out every single touchpoint and the stuff behind the scenes to make the magic happen for the customer. Not silo driven. Not company focused on driving profits or sales. What Journey mapping IS. A story of what the CUSTOMER experiences.
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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.
Customer Bliss
JULY 13, 2018
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.
Michelli Experience
JULY 11, 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.
PeopleMetrics
JULY 17, 2018
The following is an excerpt from Listen Or Die by Sean McDade, PhD. As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM). In this book , you’ll see VoC more than any other term, though you can use each of these terms interchangeably. So, what is CX measurement or VoC?
C3Centricity
JULY 16, 2018
Be a true leader; share this post with the members of your team who need the inspiration and support. Your boss expects you to be able to answer all his questions and especially to know your customers.
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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.
Kristina Evey
JULY 16, 2018
Shownotes … Customer Perspective is really the only thing that matters in any Customer Experience work. I know that you are doing what you think is best for your business and your customer. I know that most of you, simply because you are listening to this podcast, are looking to create solid experiences for your customers that will bring them back to you time and time again. But what if your customers don’t think the same way you do?
Customer Bliss
JULY 12, 2018
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.
ReviewTrackers
JULY 11, 2018
Franchise marketing in today’s digital world can be challenging and complex.
Michelli Experience
JULY 17, 2018
I once wrote that to be joyful we must capture the natural occurring humor of reality. Extrapolating the idea of seizing natural occurring opportunities, I’m a fan of gleaning customer experience lessons from news headlines.
Advertisement
Learn 5 actions your organization can take right now to improve the customer experience.
Vision Critical
JULY 11, 2018
The first CX and the City meetup in Toronto took place yesterday on a hot, sunny day, but we escaped the heat a bit at the cool Kasa Moto restaurant. More than 50 research, CX, product and marketing professionals were in attendance to network and enjoy food and refreshments.
Kristina Evey
JULY 16, 2018
Hiring Right – Episode Number 007 Shownotes… So much of this work is dependent on hiring the right people to execute the desired customer experience. If you have people that aren’t concerned about customer service and making the customer happy enough with their experience doing business with you, then you have a little additional work to do.
Heart of the Customer
JULY 17, 2018
I recently moved to a new part of town, and the local Wendy’s has “We love customers” on their placard. My dry cleaner has the same message printed on their hangers. Who cares? What is the purpose of such a generic statement?
Beyond Philosophy
JULY 13, 2018
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.
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Transforming CX: Critical success factors mobile operators are looking for.
CX Journey
JULY 12, 2018
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.
Vision Critical
JULY 16, 2018
Last week, 16 C-level leaders in CX, digital transformation and marketing came together for the CMO Lunch Series : Driving CX Transformation , an executive lunch series for CMOs and CCOs to share peer-to-peer insights while networking over lunch.
Kristina Evey
JULY 17, 2018
Customer Journey Mapping. Map the Experience Your Customers Have. This concept is nothing new… yet so many company leaders have not done it… or – at least- have not done it effectively. Leaders tend to get overwhelmed with the process, and no wonder.
Customers That Stick
JULY 13, 2018
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
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This cheat sheet covers ten fundamentals of customer service to help your business excel.
Beyond Philosophy
JULY 12, 2018
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.
The Upsell
JULY 16, 2018
? Stay tuned for a story of public humiliation, misdeeds and good intentions This is the CX Storytime Tale of…. When Shame Came to Town In this episode, not one but THREE tales of customer experience shame.
Middlesex Consulting
JULY 16, 2018
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
Amity
JULY 13, 2018
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.
Advertisement
Tactics for Boosting Engagement and Brand Affinity.
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