The Upsell

CX Storytime Tale of A Dish Bear-ly Served Cold

The Upsell

What if you could make the ordinary, a little more extraordinary? What if you could be a hero in your customers tale? Stay tuned for a story of missed destinations, unexpected fairy tales, and a little something extra. This is the Customer Experience Storytime tale of….

CX Storytime Tale of The Anti-Social Socialite

The Upsell

What does it look like when an entrepreneur doesn’t practice what they preach? Stay tuned for a story of literary frustration, online confusion and broken promises.

Why You Need to Treat Your Business Relationships Personally

The Upsell

Relationships: Personal, business and customer are all the same. Sure the intent is different but when it comes down to how we make those connect, it doesn’t really matter the situation, because people are people.

CX Storytime Tale of The Couch with Abandonment Issues

The Upsell

When you’re excited to change your home, your life… for bigger and better, wouldn’t it be nice if businesses matched that excitement and their promises? Stay tuned for a tale of confusing timeframes, new chapters life and unintended lawn furniture. This is the Customer Experience Storytime tale of….

Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

The CX Storytime Tale of The Disappearing Digits

The Upsell

What if you felt like you left your computer, with all it’s personal and valuable information available to attack? What if the one service who could help made it impossible to contact them? Stay tuned for a story of generational frustration, customer hide and seek, and a video savior.

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CX Storytime Tale of The Jilted Jewelry Store

The Upsell

Being treated like a thief, is not how you build a relationship, in life, in love and certainly not on the floor of a jewelry store. Stay tuned for a story of growing anticipation, inappropriate assumptions and a seller scorned. This is the Customer Experience Storytime tale of….

CX Storytime Tale of The Time that Retail Forgot

The Upsell

? When is 10 minutes not 10 minutes? The concept of time can mean different things to different people. What happens when that very concept gets in the way between a customer and a retail company? Stay tuned for a story of confused communication, hurtful hearing and a missing moment of time.

CX Storytime Tale of The Man Who Should Not Move

The Upsell

What if a business supported one customer over you all based on how you looked? Stay tuned for a story of not so veiled racism, a teachable moment (question mark) and the rise of an online community. This is the Customer Experience Storytime tale of….

CX Storytime Podcast of The Bird and the Baggage

The Upsell

? Stay tuned for a story of empathy, failure, and personal redemption. This is the CX Storytime tale of…. The Bird and the Baggage The Story ACT ONE: Alone, at the end of the driveway sits Don. A half-sipped glass of beer in hand, a satisfied smirk on his face and the strength of a white plastic.

How to Answer an Angry One Star Review

The Upsell

Online Reviews. Google, Yelp, TripAdvisor, Facebook, Local Search Directories like City Search…there are lots of opportunities for your customers to share their first, 3rd or last impression of your business. These can be extremely helpful for a few reasons: Correct misinformation.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

CX Storytime Tale of Never too Proud for Pinenuts

The Upsell

Stay tuned for a tale of loss, resurrection, and a small victory This is the CX Storytime story of…. Never too Proud for Pine Nuts The Story ACT ONE Linda and Cindy worked in downtown Vancouver for a talent agency. It was a fun job but pretty intense and stressful.

CX Storytime Podcast of When Shame Came to Town

The Upsell

? 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.

CX Storytime Podcast of The Woman Who Was Told Differently

The Upsell

Stay tuned for a story of frustration, confusion and disbelief This is the CX Storytime Tale of…. The Woman Who Was Told Differently The Story ACT ONE: It is the beginning of an unremarkable day.

21 Customer Relationship Quotes that Will Warm Your Heart

The Upsell

A good relationship is a good relationship. Whether it’s in your personal life or at work, the same advice around empathy, trust, compassion and effort all apply. Especially in the customer relationship. Look at your strongest and most long-standing friendships. What makes them work?

You Can Absolutely Ignore Social Customer Care

The Upsell

Is social customer care important to you? Recently, customer service king o’kings Shep Hyken, visited Social Media Marketing World in San Diego to speak on the customer experience and its changing nature.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

How to Remove a Bad Customer Service Tattoo

The Upsell

How can a business who has completely, though unintentionally, disappointed their customer, turn it around? It can happen. A bad experience can be permanent mark on a customer’s perception of a brand.

Your Customers Do Not Want to Make Friends with a Sociopath

The Upsell

If your business were a person, would it be a caring friend, or a borderline sociopath? To build relationships with customers, they must be thought of on a human level, not a transactional one.

Equifax Breach Response Not So Customer Friendly

The Upsell

A couple of days ago, Consumer Credit Report Agency Equifax, revealed that they had been breached, exposing personal information of about 143 million people in the U.S. and an undetermined number of Canadians and UK residents. Full disclosure: I used Equifax a few years ago to check my credit score.

How to Turn Loyal Customers into Brand Advocates

The Upsell

What are your tips on transforming loyal customers into brand advocates? That was the question posed to me by Ashley Kaczmar, Community Manager at MartechExec, for the “advocacy, loyalty and referrals” area of their website.

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.

How to be a Leader Every Day for your Customers

The Upsell

I recently did a motivational customer service workshop for Quilchena Hotel and Douglas Lake Ranch where the focus was all about employee empowerment and being a leader. It was a great day, being surrounded by a great group of people.

What Happens When You Ruin Breakfast for Your Customer

The Upsell

Breakfast is your first and most important meal of the day, and the experience can have a pretty big impact on your travel adventures. On a recent road trip, we took an unexpected pause in a cool little city that’s really defining its personality. Welcome to Olympia, Washington.

4 Reasons Love Letters Make Your Customers Swoon

The Upsell

What better way to show your customers you care than with a love letter. And it doesn’t just have to be for Valentine’s Day. Oh hello Valentine’s Day. That day when lovers demonstrate their affection with gifts, words of love or events to mark the occasion…or all three.

Twitter is Dead, Long Live Twitter (Ask your Customers)

The Upsell

Twitter is dead. No one is on Twitter. Sound familiar? I’ve heard a lot about how Twitter is dying as a social media platform lately. Apparently no one is on it and we are wasting our time. The truth is, Twitter isn’t dead, it’s just changing.

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.

How to Not Make Your Customers Feel Special, Courtesy of Canva

The Upsell

Full disclosure: I used Canva to craft the header for this post. Dear Canva, I really do love your product and rely on it every day but your customer relationship building could use some work.

How Airlines Handle Trump’s Surprise Travel Ban

The Upsell

Recently, U.S. President Donald Trump issued a travel ban to the United States for citizens of seven mostly Muslim countries – Iran, Iraq Libya, Somalia, Sudan, Syria and Yemen, for 90 days. This ban also seems to include legal U.S. residents like green card holders and dual-citizens, from re-entering the country. But to be honest, it’s all a. The post How Airlines Handle Trump’s Surprise Travel Ban appeared first on The Upsell.

How to Use Customer Insight to Drive Business Growth

Vision Critical

In a landscape full of disruption, growing your business could take a backseat to hedging your risks. New competitors can sprout when you least expect it, and choosing a growth strategy that fits your business model can be risky.

How to Handle Live Chat Customer Service During the Holiday Rush

GetFeedback

Ah, the holidays. It’s the time for sugar canes, delicious eggnog, and jolly parties with loved ones, right? Well, not exactly. For us customer service folks it’s the time of the year that we call: the not-so-jolly holiday rush.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Call Centers are the Front Line of Customer Service

inContact

Some call centers struggle to have a stellar reputation, but it doesn’t have to be that way.

Is Your Customer Satisfaction Survey Dissatisfying Customers?

GetFeedback

Want happy, loyal customers? That makes all of us. But for the business with limited resources and a thousand different priorities, building a thriving customer base is easier said than done.

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How to Start Improving CX in the Real World

360Connext

I’m often asked how or where a company should start improving CX. While the answer may be a little different for everyone, it’s critical to start out right! However, very few leaders take a realistic approach.

How To 569

Blue Ocean Promotes Sean Miller to Director of Workforce Management

BlueOcean

Sean Miller, Director of Workforce Management. Blue Ocean, an award-winning provider of customer care solutions, announces that Sean Miller has been promoted to Director of Workforce Management.

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.

3 Key Pillars of a Successful NPS Program with Salesforce

GetFeedback

It’s no secret it costs five times more to attract a new customer than to keep an existing one. This is because returning customers buy more over time so operating costs shrink; whereas finding new customers is laborious and expensive. That said, why are only 18% of companies focusing on retention ?

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5 Survey Email Subject Line Strategies to Boost Open Rates

GetFeedback

Want to really step up your email survey game? Use this free guide. Sending surveys by email is one of the most popular survey distribution methods today. However, email surveys must first overcome a major inbox hurdle: getting opened.

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How to Understand and Engage the Outliers in Your Organization

Customer Bliss

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

Improve Customer Experience with the Help of These 4 Teams

Kayako

When we talk about customer experience, many of us think about support. We think about the touchpoints between customer and business when the customer needs help buying or using a product. These interactions make up part of the customer experience, but not all of it.

How to Create an Exceptional Customer Experience

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