Wed.Mar 15, 2017

Trending Sources

Surprisingly Easy: The Path To Customer Loyalty

Beyond Philosophy

My first manager had a poster on his wall that said, “There isn’t a lot of traffic on the extra mile,” a tenet of Customer Service. Today, that poster might read, “Why meet customer expectations when you could exceed them?”

Top 15 Mistakes Made By Customer Service Professionals (Infographic)

Provide Support

Your customer service employees are your brand representatives, the human face and the voice of your company. Their competence, soft skills and communication habits count tremendously toward the quality of the service they provide to your customers and impact overall customer satisfaction.

Crush Contact Center Silos to Improve the Customer Experience


By Lorraine Schumacher. CEM Evangelist. Your contact center is hiding some of the richest, most valuable Voice of the Customer (VoC) information you have. But too often, business silos keep you from using that information to make your business better.

Customers Buying Habits Are Changing. Are You Keeping Up?


Every day I get an email from, a daily publication that is read by thousands of people in the retail industry. It’s the number one forum for discussions about hundreds of important issues in the industry.

Video 40

How to Build Great Customer Journeys

Make Each Touchpoint a Meaningful Experience

More Trending

3 Data Points To Bridge The Gap Between Your Adobe Analytics and Voice of the Customer Data


In today’s online environment, where you can leverage web analytics solutions like Adobe® Analytics to track how your visitors interact and navigate your website, there is one vital thing that these solutions can’t do: Get inside the mind of your visitors. Digital Marketing

What's The Best Way To Handle Software Outages?


SaaS Tattler Issue 101: What's The Best Way to Handle Software Outages? Stuff happens. It's unfortunate, and it's hard for everyone. Sometimes it's your fault, sometimes it isn't. Either way, it sucks.

Effectively Train and Equip Your Customer Service Team for Success

Joe Rawlinson

As a business owner, you probably know well enough that, when it comes to a knack for customer service, employees either have it or they don’t. Some people are seemingly born with the skill for knowing how to take outstanding care of customers, while others just can’t quite grasp how to do it properly. Having said that, even the best CSR team needs proper training to be as successful as possible, and attract and retain customers.

Revisiting Convenience – Lessons from H20

Michelli Experience

I’ll admit it I am fascinated by water. Not just any water…A very special water – the kind you find in a bottle. In fact, I think many great business lessons can be found in the world of bottled water. My water fascination dates back to at least 2011 when I wrote the following…. bottled water is truly a phenomenon of our time. When I was a kid, water didn’t come in bottles, occasionally I was even reduced to drinking it straight from a garden hose.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

Celebrate World Consumer Rights Day by shopping smarter online

Helen Dewdney

Press release from The Complaining Cow. The 15th March 2017 is World Consumer Rights Day [1], organised and promoted by Consumers International [2]. This year’s theme is ‘Building a Digital World Consumers can Trust. ”. In a world where consumers are purchasing more and more online it becomes more important for people to know their rights and how to complain when things go wrong. So what are your rights when purchasing online?

Podcast Shorts: Asking the Right Question


People like to ask about the significance of the likelihood-to-recommend question—”how likely would you be to recommend a product or service to a friend?”— ”— and why it was chosen over others.

CX Practitioners: Defining Your CX Strategy


Defining Your Customer Experience (CX) Strategy is a critical part of our first customer experience performance categories: Foundation. CX Foundation includes your program vision, your customer strategy, and proving the value and ROI of your efforts. Do I REALLY need a CX strategy?

Launching an Online Store: Simplified in 7 Steps


Ecommerce doesn’t have to be hard. Having an online store can cost you virtually nothing and put you in touch with customers from all over the world.

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.

Defining Your CX Strategy


Question: What is the common thread that drives successful customer experience programs, regardless of business size, shape or industry? Answer: They have developed and actively manage a CX strategy.

The 5 Things CEOs Regret Most On Their Deathbed About CX | Simon Sinek: How To Lead Millennials | Ask John

Julius Group

The 5 Things CEOs Regret Most On Their Deathbed 1.Executive sponsorship – It is a proven fact that any big initiative, project, or revolution has to have the support of the senior leadership team; otherwise it will be considered “flavor of the month” or “management by bestseller.” ” 2.No one losing sleep at night over […]. Customer Service Service Vision

MRS Impact 2017: Inspiring Insight


This week saw one of the highlights of the Market Research calendar – MRS Impact in London. It’s always a fascinating event to attend because it draws such a range of people from across the industry and, to my mind, is a great way to keep tabs on what’s changing in our industry.