Fri.Jan 12, 2018

Customer or Hostage? The unfortunate story of the UK passenger rail industry

ijgolding

If you happen to live in the UK and regularly have to rely on public transport to commute to and from work, the heralding of a brand spanking new year is unlikely to have filled you with much joy – from the commuting perspective that is.

Problem Solving and Customer Experience Transformation in the Australian Postal System with CCO Christine Corbett

Customer Bliss

Overview. How do you transform customer experience within the postal service – an industry that affects the whole nation?

6 Characteristics Your Contact Center Should Have in 2018

Talkdesk

Let’s face it: today’s customers are savvier and more mobile than ever. They have probably already used your digital self-service solution to find answers to common questions, so if they are calling your contact center, it means they have relatively complex issues.

Guest Blog: Customer Service Role … Avoid these Myths on Customer Service

ShepHyken

This week we feature an article by Mike Schoultz who shares his top 20 list of myths on customer experience not to tell yourself or things you should never say to a customer. This is a great list and one you should pay attention too. – Shep Hyken.

Customer Experience Transformation in Telecoms

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

More Trending

“OK, Google…” How Smart Speakers Will Evolve in 2018

QuestionPro Audience

Move over, smartphone. Smart speakers are the new “it” device. While not exactly new to the market (both Amazon Echo and Google Home launched over a year ago) consumers are coming out in droves in 2018 to purchase these smart speakers.

Don’t get blue this Monday, get away from it all…

Helen Dewdney

Don’t get blue this Monday, get away from it all… Holiday companies use Blue Monday for marketing – here’s how to turn the tables and make it sunny for you and for your wallet!

Make BI Applications More Intuitive With Search Like GUI

Forrester's Customer Insights

Most business intelligence (BI) applications are constructed using point-and-click drag-and-drop graphical user interfaces (GUI), but still require end user training and long ramp up times, although not to the extent of learning and writing SQL code. Few business decision-makers access data directly, instead rely on trained business analysts, even for basic information. Modern BI tools […

Four Strategic Questions to Ask Before Your Digital Transformation

Strativity

First posted at www.Chiefexectutive.net. Digital transformation is high on executives’ agendas for 2018. Many have started the move and are investing millions of dollars in digitizing their operation. They do so in the name of customer convenience, frictionless interactions and the pursuit of delivering an “Amazon-like” customer experience. News flash: Amazon is not profitable and does not care about profitability. Do you have the same privilege of not being profitable?

ROI 6

The Ten Commandments of Customer Service

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

52 Business Listing Directories and Sites You Need to Know for Local SEO

ReviewTrackers

Getting listed on online business listing directories and sites is one of the most effective ways to boost your business performance on local search.

Top 4 mistakes companies make when it comes to personalization

Quadient

A personalized experience can be defined as an interaction or engagement that a customer has with a company that leaves them feeling as though their interests, behaviour and preferences were thoroughly taken into account. Organizations who are able to meet their consumers' emotional expectations at an individual level are better able to foster loyalty

Creating the Ultimate Service Culture: Episode 14 of Experience This!

Smarter CX

? ?. Episode 14 of Experience This! – a new customer experience podcast series – is now available. Listen here.

A Contact Center Features Checklist for 2018

Talkdesk

To gain a competitive edge with today’s customers, your contact center features need to continually improve your customer service offering – doing nothing is not a viable option.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

Better Customer Service with Chatbots?

CSM Magazine

Malene Wessel, Head of Marketing at Live Guide Chat believes chatbots can boost a company’s customer service, easily taking over the most simple and frequent types of customer contacts. .

6 Characteristics Your Contact Center Should Have in 2018

Talkdesk

Let’s face it: today’s customers are savvier and more mobile than ever. They have probably already used your digital self-service solution to find answers to common questions, so if they are calling your contact center, it means they have relatively complex issues.

Utilizing Data Mining Services In Creating Effective Merchandising Strategies

Magellan Solutions

Data mining is one of the most powerful tools that every business needs today. It is the process of computing and analyzing large sets of data to get new ones and different patterns. Computer systems and databases are used to get this fresh and innovative information.

How to Meet Customers’ Expectations for Hyper-Personalization

Topdown

There’s no doubt that personalization is important in today’s business world. Customers don’t just think of it as a nice thing to have anymore — they demand it. According to the 2017 Global Consumer Pulse Research , published by Accenture, 48% of consumers expect specialized treatment for being a good customer, with 33% of those consumers who abandoned a relationship doing so because personalization was lacking. Customer Experience Customer Communications Personalization

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.

Our customer experience analytics and reporting software

Syngro

We are very happy to show you all our brand new video introducing Syngro Eye, a world-leading customer intelligence platform enabling businesses to put customers at the centre of everything they do.

Top Reads of 2017 feature Quadient

Quadient

2017 was a big year for Quadient, and a big year in technology. We spend a lot of time writing articles, because it helps us share the things we see when we meet with clients and prospects as they redefine their communication strategies.

Reputation Is an Effect, Not a Cause

Vocalabs

Reputation Is an Effect, Not a Cause. Peter Leppik. Fri, 2018-01-12 15:05. Customer Experience. One of the reasons to invest in improved Customer Experience is the positive effects it will have on your company's reputation and word-of-mouth. That's great and well-deserved for companies that truly internalize CX. But I've seen a few companies where they treat their Customer Experience as a marketing campaign, and it never ends well.