Tue.Apr 18, 2017

A Contrarian View on the United Airlines Customer Nightmare (We all have a role to play)

Michelli Experience

I was going to write a blog about all the missteps involved in the United Airlines customer experience disaster. Then I started seeing an “abundance of critics” rushing out of the woodworks – some of whom clearly have never tried to help a company strike a balance between customer needs and profitability.

Chief Customer Officer in Manufacturing & Distribution With Anne Herman – CB47

Customer Bliss

Episode Overview. Anne Herman is the Chief Customer Officer for MSA – The Safety Company, the world’s largest manufacturer and distributor of safety equipment.

5 Insights About Sourcing and Developing Strategic Partnerships


Running a successful strategic sourcing process for high value services like outsourced customer service is a complex undertaking. The process extends from building and running an RFP competition, through delicate negotiations, and right down to crafting the service level agreement.

Great Service is Like a Puzzle

Wired and Dangerous

Puzzles are fun…especially, on a rainy day when there’s no ballgame on television. Puzzles can be a great bonding experience for families. Putting a puzzle together has a lot of similarities with creating a great customer experience for today’s wired and dangerous customer.

Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

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The Surprising Secret to Sales Growth

Beyond Philosophy

Every company has ups and downs, but what if yours has had a few quarters of disappointing revenue? You might be thinking it’s time for a big marketing investment, but where would you focus your energy? On rewarding regular customers with promotions to keep them coming back.

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5 Local Marketing Strategies for Non-Local Businesses


Do you remember the shame? The feeling of rejection inside you when others decide you’re not good enough? It’s something almost all of us go through. We all want to be part of the group. We all want to fit in.

Why You’d Better Care About Social Customer Care - Frank Reactions

Tema Frank

Social Customer Care is Scary, But Inevitable. Companies that try to ignore what customers are saying online are doomed. Social customer care is now at least as important as a call center. I won’t lie to you: there’s a lot that can go wrong when you are interacting with customers online.

Amazing Business Radio: Amy Downs


Amy Downs on How Customer Obsession Can Drive Your Bottom Line. Are you obsessing about taking care of your customers? If not, maybe you should!

Customer Experience Transformation in Telecoms

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

5 Ways To Expand Your Business With BPO Services

Magellan Solutions

Business expansion is always top of mind for the most ambitious and driven entrepreneurs. Whether they are managing a startup, SME or large corporation, expanding their operations is a common long-term goal.

Connecting Hiring, Training and Coaching

Brad Cleveland

Call Center Contact Center Customer Service Leadership Organization and Culture Videos Brad Cleveland coaching hiring leadership training

How to Increase CSAT with Micro-Training


Agent knowledge is often identified as a key driver of overall CSAT. What does this mean for your organization?

Things to Know about Differences Between Customer Support and Customer Service


Most business owners don’t bother thinking about the difference between customer support and customer service. Even Google makes no difference between the terms. If you use Google to search for customer support, you’ll get results that include the term service, too.

The Ten Commandments of Customer Service

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

HPE Software : Moving NPS® Beyond “Just A Metric” [Interview]


CustomerGauge is extremely happy to welcome Dr. James Borderick from Hewlett Packard Enterprise Software join us for NPS® best practice series interviews. James currently leads the Net Promoter Competitive Loyalty program at Hewlett Packard Enterprise Software. His official position is Master Strategist, leading multiple analytical projects, driving strategy and innovation, and providing intelligent business insight. We […].

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YMCA Quirk’s Cover Story

Heart of the Customer

Journey mapping is worthless without the organizational focus to improve. This article shares how the YMCA of the Greater Twin Cities used journey mapping to better retain their Millennial customers. The post YMCA Quirk’s Cover Story appeared first on Heart of the Customer. Customer Experience Customer Journey Map Employee Engagement

Chalk Marketing Up To Experience. Customer Experience, That Is


We all know it’s hard and expensive to get new customers. So why is it that once they’ve got them, some companies pay so little attention to them? Digital transformation has empowered consumers. They now have more choices, higher demands and better ability to switch vendors. Today ’s empowered customers no longer purchase products; they buy experiences. They engage with brands that deliver what they need, when they need it, regardless of the delivery mechanism or channel.

Temkin Well-Being Index for U.S. Consumers Jumps To Highest Levels

Experience Matters

Temkin Group has been doing large-scale consumer research for several years. As part of our ongoing studies, we track many consumer attitudes. To gauge the overall quality of life for the U.S. population, we created the Temkin Well-Being Index (TWBi) based on a few of those attitudinal elements. The TWBi is based on a survey […]. Customer experience

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5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

Why CX and OCM Make Such Good Partners

West Monroe

Following up on a previous blog where I talked about customers not wanting us to hide the word “change,” I jumped at the chance to co-author this blog with a colleague in our Customer Experience (CX) Practice.

3 jours de démos : retour sur notre première journée à Stratégie Clients en vidéo !


Date: Tuesday, April 18, 2017 Author: Anne-Claire Bellec 3 jours de démos : retour sur notre première journée à Stratégie Clients en vidéo ! Published on: April 18, 2017. Author: Anne-Claire Bellec Tags: news produits Categories: news produits. Share this page on: Tweet. Categorie(s): news produits


Everything a student needs to know about complaints to colleges and universities

Helen Dewdney

A guest post by Ian Valentine. Currently, there are 115 ‘alternative education provider’ institutions for Higher Education in England and Wales, in addition to publicly funded colleges and universities. Unlike traditional universities, these institutions are not publicly funded.,

Publication de notre étude annuelle lors du salon Stratégie Clients !


Date: Tuesday, April 18, 2017 Author: Anne-Claire Bellec Publication de notre étude annuelle lors du salon Stratégie Clients ! Published on: April 18, 2017. Author: Anne-Claire Bellec Tags: news bonnes pratiques tendances et marchés IA Categories: news bonnes pratiques tendances et marchés IA.


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.

[Vidéos] 3 jours de démos Eptica au salon Stratégie Clients


Date: Tuesday, April 18, 2017 [Vidéos] 3 jours de démos Eptica au salon Stratégie Clients. Published on: April 18, 2017. Author: Katy Le Tags: news produits Categories: news produits. Share this page on: Tweet. Categorie(s): news produits