Trending Articles

Customer Experience Lessons from a Crew Regatta -

Kristina Evey

Crew Takes Teamwork – Just Like CEX. Customer Experience Requires Teamwork. Teamwork was the focus of my weekend recently. Two of my kids just finished their last crew regatta of the fall season. We were up in the Leelanau Peninsula in Michigan and the scenery couldn’t have been better.

Which Industries are Already Benefiting the Most from Robotic Process Automation


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How To Lose 680k Fans In 4 Paragraphs: Customer Experience Lessons from EA’s Star Wars Battlefront 2 Disaster


This week, EA made a splash on Reddit by posting what would become the least popular comment in the site’s history —with over 680,000 users downvoting EA’s reply to a Reddit thread about the role of microtransactions in the upcoming video game Star Wars Battlefront 2.

Sampling in Modern CX Programs: Not Dead Yet?


When setting up customer experience (CX) programs our clients often ask, “How big of a sample do we need to get representative data”? Like all good researchers our answer is usually, “It depends”. While technically true, that answer is not always helpful.

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Customer Experience Transformation in Telecoms

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

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How REST Revitalised its Voice of Customer Program


From the blog: CMO from IDG, DOCUMENT STRATEGY Greater choice in the superannuation sector means customers are expecting more than just low management fees and high return, they’re expecting a superior experience.

Doing More with Less, Customer Service Automation


The verdict came by email. Martha Mitchell learned that her request for 10 customer service agents was denied. All managers were expected to “Do more with less”. As director of customer experience, Martha was responsible for the contact center of 300 agents and a product support team of 20.

Average Talk Time: The Little Metric with Big Insights


Average talk time (ATT) is often a neglected little contact center metric. Overshadowed by its bigger, louder counterpart, Average handle time (AHT), it often stays in the background, waiting for someone to notice it and realize its potential.

Do You Need to be Assertive to Provide Great Customer Service?

Steve DiGioia

…here’s 7 ways to get you started This original article was written by Steve DiGioia. You still haven’t learned how to speak up, huh? Maybe you’re just afraid of confrontation? I know, you don’t want to offend anyone, right?

5 Tips for Hiring a Great Customer Support Team

Customer support is the most important job in your company, so it pays to hire right

CX Journey™ Musings: Culture - The Soul of the Organization

CX Journey

Image courtesy of Pixabay In business, your culture is the soul of the organization. The soul is the essence or the moral force of a person, their emotional or intellectual energy. It's the the part of you that consists of your mind, character, thoughts, beliefs, and feelings.

Building Your Employer Brand? 16 Stats You Need to Know


Your organization’s ability to build a strong employer brand is a major growth driver. But it takes more than posting job openings on LinkedIn or designing a fancy Careers page to create a brand that resonates with job seekers.

Remove the Distance Between Your Team and Your Customers


Last month I switched gyms. I didn’t have a major issue with the old one. The monthly cost was pretty average and I visited regularly, but I didn’t feel particularly valued. No one really checked in with me after my induction and their communication style was really impersonal.

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Don’t Be Ridiculous


One of my colleagues in the speaking business, Bob Wendover, sent in this amazing story – and it’s not amazing in a good way. For years, the cable industry has unfortunately been one of those industries that finds itself in the bottom echelon of customer service rankings.

The Ten Commandments of Customer Service

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

How are You Communicating Gratitude and Appreciation?

Wired and Dangerous

As the Thanksgiving holiday approaches it is a great time to stop and reflect on your efforts to ensure your customers feel appreciated for no other reason than they are your customers! We know that today’s wired and dangerous customers are picky, fickle, vocal and vain*!

What Papa John’s and Domino’s Can Show Us About The Dangers of Negative Customer Sentiment

Unless you’ve been sitting under a rock for the past week, you’ve likely seen a headline or two about Papa John’s latest debacle. After their quarterly earnings report came out recently, investors reacted negatively causing the stock to drop significantly in a single day. But that wasn’t the big news. The notable frontman, Founder and […]. The post What Papa John’s and Domino’s Can Show Us About The Dangers of Negative Customer Sentiment appeared first on

Ditching the Script: Why CX teams need to personalize interactions


Consumers in 2017 have heightened standards for customer service and support. When they log onto a brand’s website — especially if they regularly do business with that company — they expect the experience to be personal to them. They expect their interests to be known, their needs anticipated and that the shopping experience will be as intuitive as possible.

Remote Customer Service: How to Successfully Manage Teams that Work Off-site


Lately, we’ve had some interesting conversations with brand executives around the concept of remote customer service.

How to Build Great Customer Journeys

Make Each Touchpoint a Meaningful Experience

Welcome to Quadient


We have spent the last 18 months working to unite three leading software providers under a net-new brand – Quadient. Quadient combines the capabilities of three Neopost sister companies, GMC Software, Human Inference and Satori Software into one technology portfolio of solutions designed to improve customer experience across print, digital and social channels

Customer Service Professional Development – Resources To Help You Learn & Grow


When you are doing your job well, knowledge matters – and in the customer service industry, that is even truer than in others. Real-time demands require you to know what you are talking about, without having to hunt through manuals and documents like a miner sifting for gold!

Guest Blog: Why Online Reviews Are Important for Customer Engagement


This week we feature an article by Megan Wenzl about the importance of online reviews to your business and customer engagement.

Survata Ad Study Shows Platform Weakness with Young Consumers


As covered by MediaPost and MarketingDive , Survata recently released a study showing which ad platforms rank highly for trust, relevancy, buying, and discovery by consumers.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

What actions will have the greatest impact on your customers?

CX Advantage

The “Big Three” customer expectations – Personalization, Ease, and Speed – came through clearly, but what actions are companies taking to meet the demands of customers? We asked this question through our Customers 2020 research. Here’s what we heard.

Customer Focused CIOs Should Avoid Bimodal IT


Last week, we examined the pressures on the CMO to deliver faster, more relevant innovation to drive customer engagement across a growing number of channels, and how these pressures continue to lead to a proliferation of Martech software acquisitions that are disconnected from traditional IT systems.

Data Engineers Will Be More Important Than Data Scientists

Forrester's Customer Insights

Does it seem like the ability to find, hire and retain data scientists is a losing battle? Is spending $500K+ per year for a Data Scientist worth it? What is a data scientist anyway? Those a real questions and are the markers that how you are supporting your insight strategies might be at odds with […]. big data data management data quality & data governance analytics chief data officer data development data engineer data governance data lake data scientist

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Revealed! The Business Skill Most People Don’t Have

Beyond Philosophy

After my wife Lorraine and I ordered dinner in a restaurant the other night, I decided to have a glass of wine. Now, where was our waiter? I looked around and realized I didn’t have a clue what he looked like. So I asked Lorraine. “Do Do you see our waiter?” She craned her neck and then shrugged.

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.

What is Customer Experience?


Customer experience is now the single greatest driver of organizational growth, competitiveness and revenue … but what exactly is it? Customer experience is the sum of all interactions, transactions, and reactions that a customer has with your brand organization-wide.

Usability Testing: Don’t Eat the Dog Food


Quadient: advancing the CX industry through disruptive innovation


Pride the Foundation of Exceptional Performance


What is pride? How do you know someone has it? For many, pride is a sort of a feeling, a state of mind, an undefined emotion that might be identified by a smile or glistening eyes. With those vague definitions, it’s no wonder most of the corporate world ignores the concept — it is too touchy-feely and pie-in-the-sky to apply to a KPI-driven organization. When you look deeper, however, you will discover that pride is far more crucial to the future or any organization’s success.

5 Customer Satisfaction Templates You Can Use Right Away

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