Thu.Mar 16, 2017

How does a customer-focused CEO make decisions?

Customer Bliss

We’ve talked before on this blog about the need to be a customer-focused CEO. But since CEOs are often the major decision-maker within an organization, it’s important to understand the decision-making styles of customer-focused CEOs.

5 Best Practices for Keeping a Killer Knowledge Base

Kayako

Question: When is a self-service writer a diplomat? Answer: When they are a writing a knowledge base to help customers solve their problems quickly and reduce repetitive conversations with your support team. Writing documentation for a knowledge base is hard.

Trending Sources

Examining 10 Emotions, 8 Interactions, and Resulting Loyalty

Experience Matters

Any regular reader of this blog likely knows that emotion is a key topic for Temkin Group. We labelled 2016 as The Year of Emotion and operationalizing emotion is one of our 2017 CX trends. As part of our push to drive more detailed discussions about emotion, we examined the emotions that consumers feel after specific interactions. It turns out that […]. Customer experience Emotion

CX Journey™ Musings: No #CX Budget? No Problem!

CX Journey

Image courtesy of Tax Credits No customer experience budget? No problem!

The New Standard: Why Employee Obsession Matters

We often hear about putting the customer first, or the famous saying: the customer’s always right. But at TaskUs, we put the employee before our customers and before our shareholders. Read our eBook to learn more about why we focus on the employee experience.

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Can I Take Your Order? What We Can Learn from Fast Food Digital Self-Service

nanorep

Gartner predicts that by 2020, 85% of a customer’s interaction with a company will be without human contact. And this isn’t just online. As well as McDonalds, the latest restaurant business to jump on the self-service bandwagon is Wendy’s, with the announcement of 1,000 kiosks arriving by the end of the year to a store near you. CIO David Trimm says one strong reason behind this investment is simply to “enhance the customer experience.” But how does this work, exactly? Putting the Customer First.

Handling The 3 Simple Reasons Why NPS Is So Difficult In B2B

Waypoint Group

Nearly every company executes customer surveys, and a growing number are calculating a Net Promoter Score. But few are able reap the financial rewards associated with improving their NPS.

4 Effective Ways to Run Your Remote Customer Service Team

PeopleMetrics

Having a remote customer service team for your company brings its own unique benefits and challenges. Your company can provide customer service using the power of the web, without employees coming into the office, so it saves on the costs of space and equipment.

Reasons To Choose Philippine Call Center Services

Magellan Solutions

It has been a widely reported fact that the Philippines overtook India as the new number one destination for call center services in the world.

37 Techniques to Achieve Excellent Customer Service

Excellent customer support is essential for any business. Many are turning to phone support as the most effective way for developing personalized and real-time connections and solutions for their customers.

As a fast-growth disruptor, CX can make and then break you. Here’s how connected VoC listening can maintain your success.

OpinionLab

Today’s business world is a strange and fascinating place, filled with companies hellbent on disrupting long standing industries.

How CX can help media companies boost audience engagement & ad revenue

ForeSee

Media companies are struggling with decreasing ad revenues and slow or declining paid subscriptions — the lifeblood of their businesses. They’ve been focused on the wrong metrics, like page views, The post How CX can help media companies boost audience engagement & ad revenue appeared first on ForeSee. Insights Research & CX Data CX Media Media Industry News Industry

Improving the Accuracy of Schedules

Brad Cleveland

Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management Brad Cleveland workforce management

Digital Experience Architecture Needs Free Flow of Content among Apps

Topdown

Research shows that companies want customer communications management (CCM) to merge with their content management systems and the rest of their digital experience architectures.

Customer Experience Transformation in Telecoms

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

Relationships Matter in Customer Experience

ReviewTrackers

Welcome to Customer Insights, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: Customer experience writer Blake Morgan notes that the companies that build personalized relationships will succeed.

{Infographic} Revisiting Convenience – Lessons from H2O

Michelli Experience

Business Customer Engagement Customer Experience Customer Service Customer Value Employee Engagement Human Performance Joseph Michelli Leadership Keynote Differentiation The Michelli Experience

Customer service basics are timeless

NewVoiceMedia

Today’s new buzz words in the world of customer service are “customer engagement” and “ customer centric”. The concepts are very valid and important to create a relationship with the customer.

Automated NPS surveys from HubSpot with AskNicely

AskNicely

Because happy customers really are your best marketing tool. Gathering customer feedback in real-time enables a business to be faster and more agile in the way they grow and adapt.

The Ten Commandments of Customer Service

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

Meeting the Changing Demands of Retail Customers

Talkdesk

Today’s retail customers have so many opportunities to purchase and interact with products. They can visit brick-and-mortar locations, shop at the company website, purchase through third-party subscription box services, try, buy, rent, the list goes on.

The Growth of Mobile in CX

ResponseTek

To continue our discussion on mobile and CX this month, we’ve compiled a few interesting reads below that include the latest data in mobile usage, an article on the rise of mobile, and how mobile messaging is expected to change this year. Here are our top picks from TechCrunch, Temkin, and Gartner: U.S. Consumers Now Spend 5 Hours Per Day on Mobile Devices. TechCrunch shares some interesting data in this post about the increased growth of the time spent using mobile apps by users.

[Free download] The Ultimate Digital Voice of the Customer Buyer's Kit

iPerceptions

Today, customers are in control. The power is increasingly shifting from the brand to the digital customer, which has completely overturned the traditional understanding of the customer journey. This means that digital-empowered consumers often know more about products, services, pricing and reputation than the brands themselves. Customer Experience