Experience Matters

JANUARY 1, 2019

Gelukkige nuwejaar, Gëzuar vitin e ri, e glëckliches nëies, aam saiid, shnorhavor nor tari, yeni iliniz mubarek, bonne année, urte berri on, ?????? ?????, subho nababarsho, asgwas amegas, mbembe mbu, bonne année, sretna nova godina, bloavezh mat, ??????? ???? ??????, hnit thit ku mingalar pa, kung hé fat tsoi, bon any nou, xin nian kuai le, pace e salute, sretna nova godina, š?

Customer Experience 163

Customer Experience Customers 163

ShepHyken

JANUARY 1, 2019

The Nine Mistakes. Finding Your Purpose to Achieve Success Sooner. Shep Hyken interviews Skip Prichard. They discuss Skip’s new book, The Book of Mistakes: 9 Secrets to Creating a Successful Future , which details the most common mistakes people make in their professional and personal lives. Shep’s Opening Monologue. Shep’s opening monologue addresses the question of how new technologies have changed–and haven’t changed–customer service.

Technology 108

Technology Resources Customer Service Engagement 108

MyCustomer

JANUARY 1, 2019

CX Leader of the Year award: 2019 finalists. CX Leader of the Year award: 2019 finalists. Customer experience management.

Customer Experience Management 97

Customer Experience Management Management Customer Experience Customers 97

Answer Dash

JANUARY 1, 2019

(This article is originally published at ICMI ) Hint: Focus on Agent Performance If you’ve sat through any customer service technology demos or walked the showroom floor at an industry conference, you’ve undoubtedly heard well-meaning sales folks speak of innovation, disruption, and automation. I’ve heard this spoken of chatbots, in particular, this year.

Contact Center 67

Contact Center Knowledge Base Chatbots System 67

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Myra Golden

JANUARY 1, 2019

You get the behavior you tolerate. So, if your employees aren’t friendly, helpful, and showing empathy, you have to ask yourself, Have I been tolerating poor performance? Are you having conversations with your people about unacceptable performance? Are you coaching and holding employees accountable? If you want to see change, you have to set expectations, have coaching conversations, and be willing to deal out consequences.

Exercises 65

Exercises Meeting Customer Service Training Training 65

Andrew Mcfarland

JANUARY 1, 2019

Want a quick and high-impact way to transform your business in 2019? Focus on improving the customer experience. As in past years, I’ve collated the most read posts of the previous years. They’ll provide a good starting point to reinvigorate.

Customer Experience 48

Customer Experience Customers 48

Totango

JANUARY 1, 2019

True customer obsession is a key principle that keeps companies relevant, competitive, and growing. Without it, companies stagnate, become irrelevant, decline, and die. Amazon’s Customer Obsession. I was inspired by Jeff Bezos, Amazon CEO, when reading his 2016 Letter to Amazon Shareholders. In this year’s letter, he outlines four key principles that he believes are critical to keeping his company, or any company for that matter, relevant, competitive, and on a growth trajectory.

Customer Centricity 54

Customer Centricity Culture Trends Customers 54