Experience Matters
APRIL 17, 2017
Amazon.com CEO Jeff Bezos recently sent a letter to shareholders sharing his view on how Amazon would avoid what he calls “Day 2,” because… Day 2 is stasis. Followed by irrelevance. Followed by excruciating, painful decline. Followed by death. And that is why it is always Day 1. I’ve shared the full letter below, but want […].
Experience Investigators by 360Connext
APRIL 17, 2017
Have you ever had to deal with a customer who was really angry? While most days aren’t perfect, if generally takes a lot for us to get red-in-the-face angry. Of course there are exceptions to this rule, and some people are just plain nasty. But most of us don’t set out looking for conflict, and that includes your customers. So let’s talk about when customers are furious- when they are so angry they yell at representatives of your company.
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AskNicely
APRIL 17, 2017
(developing executive buy-in). In the last post, we took a look at what NPS is and why you need to pay attention. In this post, we’re gonna to take a look at how you can achieve ‘executive buy in.’. After all, if your executives are not on board, your company can’t really benefit from NPS. The trouble is they probably won’t believe right off the bat, if you just tell them that NPS is awesome.
Who's Your Gladys?
APRIL 17, 2017
Could a social media customer service crisis happen to your company? Here are some tips for managing one. The post Handling a Social Media Customer Service Crisis appeared first on Who's Your Gladys?
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GetFeedback
APRIL 17, 2017
See how Net Promoter Score® shifts to a metric that matters when you build out an integrated, action-oriented program.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Uniphore
APRIL 17, 2017
Treating customers as individuals is not as hard as it may seem, provided you implement the right technologies into your center to enable such personalization. Read More.
Steve DiGioia
APRIL 17, 2017
lets highlight some great examples of service This original article was written by Steve DiGioia. April is Customer Loyalty Month. To celebrate, I share a few examples of great service that were submitted by the loyal readers of this blog. It’s nice to read something positive – aren’t we all getting tired of that United Airlines story? Lindsey Hartig , Marketing Manager at Martin Resorts on California’s Central Coast, shares this story….
Beyond Philosophy
APRIL 17, 2017
When United Airlines brutally forced a senior citizen off a flight this week to accommodate United crew members, the social media world lit up like a Roman candle. You’ve probably seen the viral video of the man being seized by his arms and roughly dragged down the aisle by police officers, his shirt riding up, his face bloodied, and his glasses skewed on his head as horrified passengers watched.
ReviewTrackers
APRIL 17, 2017
It’s one of the phrases that have risen to the top of many a business agenda. A rapidly growing amount of companies and executives are talking about it, to be sure. And its place on businesses’ lists of investment priorities is higher than ever. . What is Customer Experience Management? Customer Experience Management (CEM or CXM) is a business and technology term used to describe the process or system for tracking, managing, and organizing every interaction between a customer and a company throu
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Think Customers
APRIL 17, 2017
Corporations have long avoided taking sides on controversial issues. Why risk alienating parts of your customer base? But in fact, more and more customers seek brands that proactively promote values and beliefs that are aligned with their own. “The days of being neutral are over,” said Forrester Research Director Melissa Parrish, at Forrester’s Consumer Marketing Forum.
ShepHyken
APRIL 17, 2017
Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Getting More Referrals = Letting People Your Customers Care About Know About Brands That Care About Them by Joseph Michelli. (Joseph Michelli) Here are some broad approaches to activating promoter behavior in your loyal customer base.
Middlesex Consulting
APRIL 17, 2017
For service executives, the good news is that new product introductions fail more frequently than new service introductions, especially after we exclude the services associated with the failed new products. Even better news is the cost of developing the new service is generally less than the cost of developing new products. However, the bad news for the service executive whose new service was a dud or hasn’t attained it’s full potential is that it is easy to prevent the failure in th
ReviewTrackers
APRIL 17, 2017
Customers expect a positive experience when they dine at your restaurant. Online reviews are a vital source of customer feedback to improve the guest experience. They’re also a key source of information for customers when searching for a restaurant. Customers are 43 percent more likely leave a review after a positive experience at a restaurant (ReviewTrackers).
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Amity
APRIL 17, 2017
I keep hearing “our Customer Success Managers need to have more strategic conversations with our customers.” I’ve heard this in numerous discussions with customer success executives over the last year. And more recently, I continued to hear the same thing while attending customer success conferences and meetups in San Francisco, Toronto, Denver, and Pittsburgh.
CSM Practice
APRIL 17, 2017
To scale, one needs a bigger budget. You might need additional funds to purchase a Customer Success Operations System to automate playbooks and avoid unnecessary manual work. You might also need additional funds approved to hire additional Customer Success managers. Additional team members will help keep your CSM ratio reasonable and your team more proactive.
Topdown
APRIL 17, 2017
In The Need for MarTech and Business Integration , SDL CMO Peggy Chen discusses the importance of proper integration of marketing technology and the business Impact of doing so. As the number of marketing technology (martech) solutions on the market is currently in the thousands and shows no signs of slowing, technology buying decisions continue to get more complex and confusing as time goes on.
CSM Practice
APRIL 17, 2017
To scale, one needs a bigger budget. You might need additional funds to purchase a Customer Success Operations system to automate playbooks and avoid unnecessary manual work. You might need additional funds approved to hire additional Customer Success managers. Additional team members will help keep your CSM ratio reasonable and your team more proactive.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
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Confirmit
APRIL 17, 2017
The submissions for the Confirmit ACE Awards came flooding in this year! It’s been a record year for the number of submissions received and we’re delighted with how passionate customers have been about working on them. I’ve had chats with customer experience teams in the US, UK, Norway, Spain and beyond to provide tips and guidance on submissions and what’s clear is that people are really keen to share their successes with the world.
Verint
APRIL 17, 2017
It’s no secret that consumers are growing more demanding, not less. Challenged by the growing customer preference for digital and the need to manage costs, organizations that succeed long-term will need to work hard to strike the right balance between the human and digital customer experience. Information Age recently took a look at this complex relationship between people and who they choose to do business with—through the lens of recent Verint and Opinium Research LLC global research.
Myra Golden
APRIL 17, 2017
The twentieth of May marks 16 years that I’ve been in business for myself, doing the things I’ve dreamt about, the things I love – training, writing, designing curriculum. I love where I am and what I do; yet recently I have experienced burnout. Guilt was my first response to burnout. How dare I feel bored, dis-interested and un-creative. So many people would be happy to be where I am; I should be grateful.
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