Trending Articles

Customer unhappiness and how to create it. A masterclass by Emirates


Before I even start this article, I must make it clear that Emirates are not the only airline to make customers unhappy. In fact, they are far from being alone in any industry around the world at creating masterclasses in customer dissatisfaction.

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Are Moments of Truth Really Worth All The Fuss?

Steve DiGioia

how a single interaction can ruin the entire customer experience This original article was written by Steve DiGioia.

What is CRM? | Infographic {Guest Post}

Michelli Experience

How to Write a Winning B2B Sales Letter in 7 Easy Steps


When selling to businesses, sales emails and letters are an effective way to pique corporate interest in your product. They aren’t as pushy as sales calls or as time consuming as presentations.

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Best Practice Webinar: Conquering Attrition in the Contact Center

3 Imperatives to Engage and Retain Employees. Your frontline employees make or break your customer experience. Yet, attrition can mean delivering customer service with fewer and less-tenured employees, directly affecting your quality of service and forcing you to rethink your customer experience strategy. Join industry expert Lori Bocklund and Genesys experts to examine the root causes of contact center turnover. Learn how to conquer attrition with a hyper-focus on these key areas: Increase focus on coaching and development. Become more strategic in hiring and training. Discover new ways to engage your employees. Presented by. Lori Bocklund, President, Strategic Contact Inc. Cameron Smith, Global Director of Solution Strategy, Genesys. Steve Kosiba, Product Marketing Manager, Decisions & WFO, Genesys. March 21st, 2018 11 AM PST, 2 PM EST, 7 PM GMT. This webinar will be presented LIVE in North America! Not sure you have time to join the live session? Register anyway and we'll send you the recording afterward!

More Trending

United Airlines Needs a Lesson in Apologizing - Transforming the Customer Experience

Kristina Evey

It’s all over the news… a United Airlines flight attendant insisted that a passenger put her dog carrier containing her 10-month-old French bulldog, Kokito, in the overhead compartment. Fellow passengers state the family told her there was a dog inside the carrier, but the attendant insisted the carrier be placed in the overhead compartment. The passenger begrudgingly complied and the dog did not survive the three-hour trip.

5 Things to Consider Before Drafting Sales Letters and Emails


There are many different types of sales letters and emails. And a quick internet search will show you that there are many different approaches you can take to writing them.

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Why Human Connections Never Go Out of Style


The world is fast. Technology invades every part of our lives, both in good and possibly not-so-good ways. As we rely ever-more heavily on the communication tools of any trade today, like email and texting, we crave more emotional and human connections to break through the clutter.

Do Customers Feel Trust in Your Service Experience?

Wired and Dangerous

We live our lives on promises. From the time a child can grasp the concept of “cross my heart and hope to die,” there is a forever realization that anxiety can only be reduced through proof of trust while waiting for a promise to be kept.

Study: The Health of the Contact Center

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.

Hear from Top Customer Experience Experts – Plan your Interactions 2018 Agenda


The Interactions 2018 agenda is built with you in mind, so you can deliver the most exceptional customer experience directly to your customers. With so much to see and do in three days, make sure to get the most out of your time at Interactions 2018 by planning in advance with the Interactions 2018 Agenda Preview ! We made sure to choose topics that are top of mind for any customer service organization AND we brought the best industry experts to deliver them.

2018 Service Design Award — Call for Entries!

Kerry Bodine

As head of the jury for the Service Design Awards, I’m proud to stand behind the outstanding and inspirational 2017 winners, and I look forward to welcoming our 2018 submissions.

How to Write Powerful B2C Sales Letters and Emails, with 7 Real-Life Examples


Imagine this: two sales letters are sent out to the same customer from two different companies. Both companies offer a product that fills the same need and send the letters on the same day of the week.

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Why Your Customer-Centric “Breakthrough” Is Not Working


Once upon a time, there was a leader. Maybe she looked like you and had your role. Or maybe he was the CEO. That leader had an epiphany about customer-centric culture. If we focus on customers, we will be a better organization. We will create happier employees who care deeply about those we serve.

Customer Experience Transformation in Telecoms

Transforming CX: Critical success factors mobile operators are looking for.

Embracing Technology in CX


Regardless of the industry you operate in, or size and maturity of your business, organizations across the board are being forced to adapt to rapidly changing digital technologies.

“That’s Not My Department” and 10 Other Phrases Customers Hate


You have a problem. You call the phone number listed on the company’s website. You wait on hold for what seems much longer than the ten minutes they said you would be holding. You finally get to a customer service rep.

5 Steps To Mapping The Customer Journey

Kerry Bodine

Wondering how to map the experiences that your customers currently have with your organization? Follow these five steps. HYPOTHESIZE about the experience you currently deliver.

Starbucks: Greatness Personified/Excellence Diversified – What About You?

Michelli Experience

I met him while working with Starbucks around the time I wrote my first book about the company titled The Starbucks Experience. I’d venture to say that Starbucks might have been little more than one man’s vision if it wasn’t for his leadership strengths. He was one of the original architects of the brand – a part of a leadership triumvirate playfully referred to as H2O (two Howards and an Orin – Howard Schultz, Howard Behar and Orin Smith).

The Ten Commandments of Customer Service

This cheat sheet covers ten fundamentals of customer service to help your business excel.

Contact Center Best Practice #5: Balance Expectations and Communication


This series has focused on the specific ways to transform your call center with a sound self-service strategy. The success of your overall program, however, relies on the balance between realistic expectations and effective communication to all stakeholders: organization, agents, and customers.

CX Musings from the Shark Tank


Over the past couple of weeks, I had the good fortune of attending two different conferences where entrepreneur-investors from the TV series Dragon’s Den (in Canada) and Shark Tank (in the US) were speaking. These types of shows are my favorites.

These Are The Last 12 Questions You Had On Customer Experience – Promise!

Esteban Kolsky

(lengthy post warning: over 4,000 words). I wasn’t even close. After the first of the three video webinars, we did with Microsoft on customer experience I wrote a blog post saying that I had found the four questions you had about customer experience. Man, was I off.

On Resistance To Change

Kerry Bodine

“Give me an example of a company that’s made a complete turnaround to embracing their customers.” This request always makes me chuckle. I wish I had an answer, I really do.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

The Philippine Call Center Industry: A Brief History

Magellan Solutions

As a sub-sector of the business process outsourcing (BPO) industry, call centers in the Philippines remain as a major contributor of the country’s economy. This is despite the looming challenges of integrating artificial intelligence to basic voice and non-voice processes.

5 Top Customer Service Articles For the Week of March 19, 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.

CXForum 2018 – Sydney


It has been two weeks since our inaugural APAC CXForum – ‘Creating High Value CX Programs’. So many ideas were shared by our incredible speakers yet despite the diversity of topics, all addressed the same fundamental CX challenges – ‘How do I create a high-value CX program and how can we get people to care’? View Article.

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Whats Makes A Customer Success Manager Successful?


While renewals and churn are both important metrics you should be evaluating for long-term success, they are not the only ones you should keep an eye out for.

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.

How To Scale Service Design: Delivery

Kerry Bodine

This is the fourth post in a series about how to scale service design, based on my closing remarks at the 2017 Service Design Global Conference in Madrid.

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Customer Service: The Past, Present, and Future


Customer service has transformed dramatically over the years. In the past decades, technology was at its most basic form, and companies had to deal with limited resources.

The Journey For A Customer-Centric Cultural Change: An Exclusive Interview With Mr. Sumit Nadgir, Director, TrueNorth

Customer Guru

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally.

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New Tech: Forrester Helps Navigate Uncertainty In Emerging Technology Markets

Forrester's Customer Insights

Do you know what the following ten things have in common? AirBnB iPad iPhone Kickstarter Lyft Spotify Tesla Roadster Uber Venmo WhatsApp None of these things existed when I joined Forrester in 2006.

5 Customer Satisfaction Templates You Can Use Right Away

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