Trending Articles

5 Methodologies to Kick-Start Your CX Program


Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Using analysis techniques for CX programs allows data to be transformed into information and knowledge.

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How to Engage Employees in Your Customer Experience Strategy

CX Journey

I originally wrote today's post for Clicktools. It appeared on their blog on August 29, 2016. Quite simply: without employees, you have no customer experience. The linkage between employee engagement and experience and the customer experience has been proven. It's real, and your employees matter!

Trending Sources

The Future of the Customer Journey


The customer journey is a series of steps a consumer takes when engaging with your company.

Positive customer experience > cost-cutting approach

Customer Bliss

Let’s talk for a second about positive customer experience. We all know what it looks like and feels like, and (hopefully) we’ve felt it ourselves too. It means each channel is consistent, each touch point makes sense, each rep knows what they’re discussing, etc.

What Makes a Successful Voice of the Customer Program

Learn how to build, maintain, and sustain an effective results-driven VoC program.

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Guiding Lights for the Customer Journey

Wired and Dangerous

Night lights come in many forms and styles. The one in the room where Chip’s granddaughters sleep when they come for a visit looks like a pink princess crown. We have a friend who is an avid bird watcher—every night light in his house is a different bird.

The Evolution of Self-Serve Customer Service


Ever have one of those days when you simply don’t want to talk to anyone? That day inevitably coincides with the renewed urgency of the task you’ve been procrastinating over: calling customer service to fix your computer/check your warranty/renew your membership/reset your password.

“Fine” is the F-Bomb of Customer Service


Not long ago I was interviewing Kevin Berk, founder and CEO of ServiceGuru, on Amazing Business Radio. We were talking about the word fine. He commented that it is a four letter that begins with the letter F that you never want to hear from your customer.

Today’s Generation Just Can’t Give Good Service, Agree?

Steve DiGioia

This original article was written by Steve DiGioia. How can “kids” brought up with immediate access to information and short attention spans provide the service experience our “older” generation expects? Good question….

How to Build Great Customer Journeys

Make Each Touchpoint a Meaningful Experience

Don’t Be Fooled: Digital Will Never Replace Physical!

Beyond Philosophy

With online shopping, transactions and communication as prevalent – and as easy – as it is today, it can often be tempting to focus most of your Customer Experience efforts on getting your virtual presence right.

The Best Time Management Techniques for Customer Success Professionals


SaaS Tattler Issue 104: The Best Time Management Techniques for Customer Success Professionals. As a Customer Success Manager, you've got a lot on your plate.

Customer Experience Survey: The Beginner’s Guide


“We care deeply about our customers.” Or: “We ❤️️ our customers.”. We’ve seen a number of companies use either of these taglines or some other similarly customer-focused phrase in order to profess their undying, indissoluble love for their customers.

CX, ROI and Reality: The Numbers Are Real, and So Are the People


In our last article, “ How to Calculate the ROI of CX for Your Business ,” we discussed the gains brands stood to make industry by industry with good customer experience. The estimations that experts like Forrester and Temkin put forth seem larger than life once calculated, but they are very legitimate. Case in point, United Airlines suffered a one-day billion-dollar loss following its widely publicised passenger dragging incident.

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5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

Highlights from This Week’s Engage 2017 Verint Global Customer Conference in Orlando, Florida


Activities continued this week in Orlando as part of the Verint Engage 2017 Global Customer Conference at the Loews Royal Pacific Resort. Click here for a look back at how the event opened.

6 Study-Backed Tips for “Best in Class” Customer Service

Provide Support

6 Study-Backed Tips for “Best in Class” Customer Service. Good quality customer service is the best interest for both companies and their customers today. In the markets overflowing with similar products, offering a special memorable service is a foremost way to stand out from the crowd.

Study 15

5 Questions To Help You Measure Customer Adoption


Adoption is a broad concept and it differs for all businesses. Broadly, adoption is what happens between the end of onboarding and the beginning of the renewal phase.

Customer Experience Transformation to win “Sports Event of the Year”, With Lynn LaRocca – CB52

Customer Bliss

Episode Overview. Lynn LaRocca is the SVP and Chief Experience Officer of the New York Racing Association. While they hold numerous events throughout the year, their benchmark event is The Belmont Stakes. Under her leadership, they turned it into a three-day festival.

How Does Customer Experience Impact Angry Customers?

Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.

10 Things to Consider to Make an Effective Business Continuity Plan


Disasters can strike anytime. When natural calamities and unforeseen crises occur, businesses need to have a strategy prepare to minimize damages and loss.

Customers Convene in Orlando for Engage 2017 Global Customer Conference


The 2017 Engage Global Customer Conference in sunny Orlando, Florida has kicked off and is going strong! We are delighted to welcome users of solutions and services from Verint as well as the latest additions to our family of companies—Telligent, Contact Solutions and for the first time, OpinionLab.

Customer Experience – that’s all just fluffy nonsense, isn’t it?


For much of my career, I, like many of my peers, have had to suffer what I like to call the ‘rolling eyes phenomenon’ on numerous occasions.

Amazing Business Radio: Megan Singh


Megan Singh on How to Create the Best Place to Work and the Best Place for Customers to Buy. What are some ways that you can show your customers, and your employees, that you are truly customer focused?

Are Your Technology Decisions Killing Your Customer Experience?

Read this eBook to learn how your database technology decisions can affect your ability to deliver either a transformational customer experience or a lackluster, dissatisfying encounter that benefits your competitors, not your bottom line.

3 Destructive Consistency Issues You Need to Overcome Now


There’s a part of your customer journey that is most likely inconsistent. It’s those pesky people. Going from one hotel front desk to the next or calling different customer service reps can have very different outcomes.

Exciting New Trend: Companies Do Listen To You!

Beyond Philosophy

The last time I went to an American baseball game, the food cost more than my ticket. And what food it was! A fish sandwich that tasted too fishy to eat. A massive yet strangely bland macaroni and cheese concoction. And a $12 light beer. No wonder I don’t go to the ball park very often.

Customer Experience, Innovated


Welcome to This Week In Reviews , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: Business insurance company Hiscox innovates the customer experience. Subscribe to receive these stories and more every week in your inbox.

Creating a Customer Service Culture with Jeff Toister

Customers That Stick

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 Video

5 Customer Satisfaction Templates You Can Use Right Away

Begin or improve your customer satisfaction program with these 5 ready to use templates.

5 Top Customer Service Articles For the Week of May 22, 2017


Each week I read a number of customer service and experience articles from various online 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. 5 Fun and Inexpensive Customer Appreciation Ideas by Aja McClanahan.

Customer Success in the Business-to-Government Sector


For the most part, when we are talking customer success, we are dealing with the business-to-business (B2B) ecosystem where your CS team is in contact with the representatives of the customer companies.

The customer is still the boss. Interview with the new Tesco Chief Customer Officer

Helen Dewdney

Regular followers of this blog know that I have quite a history with Tesco.

Wowing Customers Doesn’t HAVE to be Expensive! - Frank Reactions

Tema Frank

Great Customer Experience Doesn’t Have to be Expensive. It Isn’t Just in the Luxury Market That You Can Wow Customers. Yes, the Fairmont is a high-end hotel. So, yes, they do have more money to spend on “wowing” customers.

Customer Experience Strategy: How to Measure the Immeasurable

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?