Customer Volcanoes

Wired and Dangerous

Customer issues can be like volcanos. Customers typically provide warnings before they blow their tops. It could be an unexplained reserve or shyness on the part of the customer. Today’s customers sometimes erupt without warning. Today’s customers are wired.

Listening to Customers Tells You Everything You Need to Know… - Transforming the Customer Experience

Kristina Evey

LISTEN to your Customers. We all know how to do it… but few know how to do it well … and it could be driving your customers away if you don’t do it well. Listen well and you’ll increase sales and customer loyalty. LISTEN to the customer.

Improve Customer Experience with the Help of These 4 Teams


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.

Complaining Customers Are Your Best Customers. But Why?


If you work in customer service, chances are you know the signs of a complaining customer. Nobody likes a complaining customer, yet it’s something that every organization has to deal with. Complaining Customers Care. Customers may not bother to complain for many reasons.

Build a bot with the Genesys PureCloud platform and Amazon Lex

The GenesysTM PureCloudTM platform was the first contact center solution to provide a direct Amazon Lex integration—giving you a powerful and simple tool to create a customer experience that’s the best available IVR technology in the market.

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. Many times organizations lose focus on how their efforts to attract new customers can impact those who have been loyal for many years.

More Customer Effort Drives Customers Away - Transforming the Customer Experience

Kristina Evey

More Customer Effort Drives Customers Away. C-Suite – Question for you : I’ll never tell you NOT to delight your customers, but what would happen if you focus MORE on reducing the EFFORT your customers have to make when working with you?

Your Customer Experience MUST Include Empathy - Transforming the Customer Experience

Kristina Evey

Empathy… Empathy Improves the Customer Experience. Customers can buy your stuff somewhere else. And yes, many times it is the customer who fouls things up. Lifeless, automated, and robotic responses kill the Customer Experience.

How Does a Plant Closure Help Customer Experience?

Heart of the Customer

In it, an executive mentioned that the closure would help improve Customer Experience commitments. The post How Does a Plant Closure Help Customer Experience? appeared first on Heart of the Customer.

7 Steps to Elevate Your Customers' Experience

Learn how to walk through your customer's journey in order to improve their satisfaction and engagement

Customers Today Crave Consistency!

Wired and Dangerous

Customers today are more powerful than ever! And they base the majority of their decision on where to spend their hard earned dollars on the customer service experiences they encounter. Are you hiring employees who bring the spirit and attitude you want your customers to experience?

How Context Drives Great Customer Experience

CX Chronicle

Organizations know how crucial the level of customer experience is in the pursuit of business goals. Most, if not all, businesses aspire to deliver a customer experience that can be described as such. Context ensures continuity of the customer experience.

The Accidental Customer Experience


A rather important customer need. As the core purpose of any passenger transport company should be underpinned by achieving the most fundamental need of their customers, this fact is not surprising. In other words, what is their ‘desired customer experience?’.

Travel 108

Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences


At Kayako, we do our best to understand not just our customers’ needs, but their customers’ needs, as well. Customers hate putting in effort to get problems resolved. Becoming customer-centric will be the goal of most businesses this year.

Trends 232

Customer Resolution 2017 – Perfect Experiences {Infographic}

Michelli Experience

Customer Experience Strategy: How to Measure the Immeasurable

How do you go about creating an awesome customer experience strategy that works for your own customers Take a second to reflect on the brands you love.

Poor Customer Experiences Cost You Money - Transforming the Customer Experience

Kristina Evey

How many customers did you lose today? The answer may lie in the question – How many poor experiences did your customers encounter today while working with your company? But it doesn’t even take that much for customers to leave. Service After the Sale Matters.

Why Are Customers So Rude, Stupid, Entitled? (Or Important!)


So, what are some of the top questions being asked about customers? Typing in “Why are customers” into Google brings up four top search terms… with some telling results for everyone working within customer service. So – are customers actually rude, stupid or entitled?

Four Ways to Incorporate Personalization for Your Customers


With respect to customer communications, personalization is extremely important. Customer Experience Customer Communications Personalization

Do You Know Your Customer Journey Map & the Emotions Overlay?


A recent post by John Ollila on Loyalty Lobby about customer journey maps and touchpoints in the leisure industry prompted me to share with you, an experience I had recently with the Hilton Group. Already there, you can see that they have an incomplete customer journey mapping process.

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

Branded Customer Experience Delivery

Michelli Experience

Unique Value, Elasticity, and Branded Customer Experience. When it comes to most topics, my crystal ball is no more accurate than anyone else’s but when it comes to brand, brand elasticity, and branded customer experience my predictions at least represent educated guesses. P or B?

Brands 130

Customer Journey Mapping [Infographic]

Michelli Experience

A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. The post Customer Journey Mapping [Infographic] appeared first on Joseph Michelli. + Joseph A. Michelli, Ph.D.

Content Marketing Ideas For Incredible Customer Experiences


Content Marketing Ideas for Incredible Customer Experiences. After years of building customer success teams and programs, it seemed natural to take on my next challenge – build a global customer advocacy strategy.

In Customer Experience – It’s the Customer’s Perspective that Counts, Not Yours - Transforming the Customer Experience

Kristina Evey

The Customer Has Their Own Perspective Of Your Company. Customer Perspective is really the only thing that matters in Customer Experience (CX) work. I know that you are doing what you think is best for your business and your customer.

How to Create an Exceptional Customer Experience

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

The 7 Essential Differences Between Simply Responding to Customers and Providing True Customer Service


It describes one recent personal example of disinterested client support, from which I have drawn seven learnings for everyone wanting to deliver true customer service. A longer post than usual this week, but one that will make you smile, if not laugh out loud!

Customer Centricity is MORE than Customer Experience

Michelli Experience

The first is customer-centricity, and the other is customer experience. From my vantage point, the latter phrase (customer experience) is a subset of the former (customer-centricity). Customer-centricity is a commitment or a strategy to assure the success of your customer. Whereas, customer experience is a set of customer perceptions forged across all their interactions with your brand. Customer-Centric Even If Customers Don’t Know.

Customer Centricity | Infographic

Michelli Experience

A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. The post Customer Centricity | Infographic appeared first on Joseph Michelli. __. Joseph A. Michelli, Ph.D.

4 Ways Building a ‘Customer Room’ Can Reshape Your Customer Experience

Customer Bliss

In today’s episode, I chat with Daniel Coullet , Senior Vice President of Customer Success and Experience, and Elizabeth Curtin , Customer Experience Practice Manager at PTC , about defining customer success, and the value of designing customer room for enhancing employee and customer experience.

The Ten Commandments of Customer Service

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

How to Use Continuous Improvement Strategies for Customer Experience Improvement


In this day and age, all companies who want to get an edge over the competition must embrace customer experience continuous improvement as a strategy to ensure their customers receive great customer experiences. Important Questions to Ask in Improving Customer Experience.

The Subtle Differences Between Customer Support and Customer Service


The term ‘customer service’ evokes nostalgia for sales clerks in long aprons in country town emporiums. Some see it as the old-fashioned version of customer support. Many people can’t distinguish between terms ‘customer support’ and ‘customer service’.

What a Customer First Strategy Is (And what it’s not!)


Everyone is talking about customer first strategies and why they are important. He spoke about the differences between customer focus and customer centricity and the often times confusion between the two terms. What a Customer First Strategy is not.

Customer Experience Excellence – The Science and the Craft {Infographic}

Michelli Experience

Customer Experience Transformation in Telecoms

Transforming CX: Critical success factors mobile operators are looking for

Are You Looking to Upset Your Customer?

Steve DiGioia

But, in the business world there are certain minimums that a customer can expect, right? The post Are You Looking to Upset Your Customer? Customer Service Are You Looking to Upset Your Customer customer basebecause one size doesn't fit all.

Course 149

Using Customer Intimacy with Today’s Wild & Dangerous Customer

Wired and Dangerous

The service tide in which we’ve all been swept up makes it imperative that we pay increasing attention to whatever it takes, one-on-one and one-by-one, to earn the love and loyalty of our customers.

Nailing the Numbers – Your Future Equals Your Customer {Infographic}

Michelli Experience

Business Customer Advocacy Customer Engagement Customer Experience customer loyalty Customer Service Customer Value General Human Performance Joseph Michelli Attention Customer Experience Consulting Customers Leadership Service-Centric Strategic Planning The Michelli Experience

Learn To Drive Customer Success With Live Chat


Customers and prospects have a number of ways to reach your team with sales and support questions, but none are as effective and immediate as live chat. Over the past 4 years live chat usage has grown by 400% and more and more customers expect businesses to have it.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity