Trending Articles

Teleflora Business Blossoms with Consistent Customer Experiences

inContact

Who hasn’t been thrilled to receive a beautiful bouquet of fresh flowers on a special occasion? A lot goes on behind the scenes to make that happen, and Teleflora® is a major driver of that process, connecting customers to more than 33,000 member and affiliated florists all over the world.

5 Most Critical Elements of a Successful Contact Center Launch

BlueOcean

Contact center implementation is an art and a science, and over 24 years in business, we’ve learned exactly what it takes to make the smoothest transition possible.

The Secret to Attracting and Keeping Valued Customers

Customer Bliss

When we are validated, and even the slightest concession is made to accommodate us as customers, it makes a difference. And that difference adds up in how we stack up the companies we will go back to and talk about.

5 Top Customer Service Articles for the Month of May 2018

Comm100

Welcome to the first of a new series of monthly posts where I will be looking at the best of Customer Service, Customer Experience and Customer Success articles that can be found online.

Expert Forum: Choosing the Best Path for Transforming a Legacy Contact Center

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

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Are You a Customer Service Hero, Villain or Problem Solver?

Steve DiGioia

…here’s 3 skills every customer service actor must have This original article was written by Steve DiGioia. Ah, the life of a call center agent. A cushy job, right? You do nothing more than talk to customers on the phone and punch some information into a keypad. Sounds cool, sign me up!

6 Customer Experience Lessons I’ve Learned as an Experienced CCO

Customer Bliss

If you’ve been listening to, or been a guest on my podcast, The Chief Customer Officer Human Duct Tape Show , then you know that the last question I like to ask is: what do you know now that you wish you knew then ?

Get Ready for The Shopping Season with These 10+ Tips

Comm100

Introduction. We’ve heard it so many times it’s become a cliché: “The early bird catches the worm.”. For retailers, this old saying rings tried-and-true. After all, it’s never too early to get ready for the shopping season.

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How to Create the Most Spectacular Customer Service Disasters

360Connext

Humans disappoint one another. We do it all the time. We disappoint when we don’t show up for someone’s big event. Or maybe we disappoint when we do show up at an intimate dinner party without an invitation.

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The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.

Turning up a Contact Center in 72 Hours for Crisis Response [Video]

inContact

Last August, Hurricane Harvey busted the US record for rainfall from a single storm, dumping 27 trillion gallons of rain over Texas. With 33 counties declared a federal disaster, millions of people were affected by the flooding.

Treating Loyal Customers Well

Wired and Dangerous

Research shows the cost of acquiring a new customer can be five to ten times the cost of keeping an old customer.

Episode 2 – The Impact of Your Corporate Core Values on the Customer Experience - Transforming the Customer Experience

Kristina Evey

Shownotes … In this episode, we talk about the CULTURE of your company and how it impacts and drives the CX. The Culture definition describes the environment created to achieve that mission and vision. . This will be something that your staff will FEEL… not have to be shown a mission statement. . Understand that your staff will have to FEEL, EXPERIENCE, and BELIEVE this culture for them to accurately execute the desired experience to your customers. culture definition.

To Unlock Customer Insights, Speak No Evil

Kerry Bodine

Imagine you’re in the midst of a journey mapping workshop and your customers are bombarding you—in a good way—with insights about their needs and expectations.

Getting to Iconic – How leading brands balance technology and human talent to deliver exceptional CX

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

Introducing Empathy: The New Benchmark For Customer Experience

MaritzCX

Editor’s note: This article was originally published on bandt.com. There is a quote by F.

5 ways to stay ahead of your competition with speech analytics

NewVoiceMedia

Despite the growth of live chat and other text-based customer service channels, communicating by phone is often still faster and more effective than typing messages. When things get complex or emotional, click-to-call technology makes it easier than ever for people to reach out to a business via phone. For this reason, BIA/Kelsey, a leading strategic advisory firm, predicts mobile calls to businesses will exceed 169 billion per year by 2020. .

Developing Your #CustomerExperience Strategy

CX Journey

Image courtesy of SaleMove How do you develop a customer experience strategy and roadmap? That was one of many questions I was asked during my recent interview with Dan Michaeli, co-founder and CEO of SaleMove and host of the podcast, The CX Show. I enjoyed my conversation with Dan.

Episode 000 – About The Customer Experience Podcast for Business Leaders - Transforming the Customer Experience

Kristina Evey

Show notes – This short episode shares what this Podcast is all about. Who is this Podcast for? The C-Suite, Directors, and Leadership Teams of any organization will directly benefit from the tips and strategies shared in this Podcast. What Will You Get Out of It? The entire concept of the Customer Experience (CEX) will be demystified and mapped out in these episodes. The goal is to simplify what is often perceived as over complicated and too cumbersome to take on.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

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.

5 Ways Startups Can Build Customer Loyalty

Customer Guru

A startup, a new emerging business model aiming to reach great heights in the marketplace with respect to any particular product or service, needs to create and retain customers. For any startup to succeed, what matters most is loyal customers.

Delivering Superior CX Through Risk Assessments

MaritzCX

Business transformation in a digital world is a driving force in how businesses are looking to reshape their organizations. Insights from customers provide critical insights to how companies adjust and drive strategic priorities.

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Podcast: Fostering a Feedback Culture, with Year Up’s Garrett Warfield and Jess Britt

Bain

Year Up has helped thousands of young adults leave minimum wage jobs and forge meaningful careers. Its one-year program has served almost 20,000 people since 2000, and the vast majority end up in roles at major companies or in college.

5 Investment Considerations for Customer Success

Amity

If you are a SaaS company looking to invest in Customer Success, one of the most important considerations is the customer per Customer Success Manager (CSM) ratio – the number of customers a CSM can support while still remaining effective.

Get the Stats- Don’t Become a Tragic Customer Experience Statistic

The results are in: only 2% of customers prefer chatbots. Yet 66% of businesses plan to use a chatbot this year, with the intention to improve customer satisfaction. Are you surprised? If so, you’re not alone. Understanding customer expectations is key to your CX strategy. But technology and consumer preferences change so fast. How well do you really know what your customers want?

Episode 001 – Exactly What the Customer Experience IS and Isn’t - Transforming the Customer Experience

Kristina Evey

Show Notes… Exactly What the Customer Experience IS and Isn’t. What CEX IS NOT – Transactional . Inside out – Leaders deciding making all operational and business decisions based on their own and silo focused priorities. Short-term – A clear start and end date within six months of each other.

Delight your customers – but only if they want to be delighted

Heart of the Customer

Delight your customers, or make it easy for them? How do we reconcile two popular CX books with opposite conclusions – The Effortless Experience vs. The Power of Moments? Consultancy CEB is the driver behind The Effortless Experience.

Your Brand is Defined by the Sum of All Your Customer Interactions

ShepHyken

What does a good customer experience look like at your company? What does good customer service look like? Ask everyone on your team and listen to the answers. Will they be the same, or different? It will be interesting to see if your team recognizes the difference between experience and service.

Is Your Price Right? Here’s How To Check

Beyond Philosophy

Pricing is fundamental to your business. It also has an enormous influence on Customer Experience outcomes. You should understand Mental Accounting as it pertains to customer behavior before you set the price and before you ruin how your customers feel about your experience.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

5 Ways to Be Happy at Work, with Anasuya Strasner

Smarter CX

SmarterCX.com is proud to highlight women in technology who are driving innovation, creating the next generation of customer experience, and inspiring future leaders.

An Important Update to the ReviewTrackers Ask Tool

ReviewTrackers

We here at Reviewtrackers are excited to announce a new update to the Ask Tool, our highly popular review generation and customer satisfaction survey workflow suite.

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Mixed Reality Design: 8 Examples of Immersive Technology Changing the Customer Experience

Truthlab

Reading Time: 2 minutes As technology evolves into Mixed Reality, I am reminded of the words of renowned designer Michael Bierut: “Not everything is design. But design is about everything. So, do yourself a favor: be ready for anything.”