Thu.Mar 16, 2017

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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.

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

CX Journey

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

Optimizing the Contact Center: How to Make Every Service Engagement a Success

StellaService

Recently, I stumbled upon a terrific article in the Harvard Business Review , “ Kick-Ass Customer Service. ” (The title alone makes the article a must read.) In it, the authors do two things effectively.

How to Build Great Customer Journeys

Make Each Touchpoint a Meaningful Experience

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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

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.

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.

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.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

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.

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.

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

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 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.

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.

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.

Are Your Technology Decisions Killing Your Customer Experience?

Read this eBook to learn how your database technology decisions can affect your ability to deliver either a transformational customer experience or a lackluster, dissatisfying encounter that benefits your competitors, not your bottom line.

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.

[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