Wed.Apr 19, 2017

Why People Leave Managers

CX Journey

Image courtesy of pedrosimoes7 Do people leave managers or do they leave companies? My last few posts have focused a bit more on culture and leadership (or lack thereof); in today's post, I'll continue the trend with a focus on management sins.

What’s causing the retail apocalypse, and what companies can do about it

Vision Critical

A renowned luxury fashion brand announces deep job cuts. A multinational discount shoe retailer files for bankruptcy protection. A major department store chain, once the biggest name in retail, admits that its future is now in doubt.

Trending Sources

8 Features to Look for in a Help Desk Ticketing System


For the unfamiliar, a help desk ticketing system is a tool that companies use to track if things are being done as they should.

10 Keys to Organic Growth via Customer Experience


10 Keys to Organic Growth via Customer Experience Lynn Hunsaker. User experience design, customer care, CRM, VoC, engagement / retention / loyalty programs — all of these inject insights and tailoring to customers’ needs and the company’s growth.

5 Tips for Hiring a Great Customer Support Team

Customer support is the most important job in your company, so it pays to hire right

More Trending

Gamification Is No Longer a Buzzword


Gamification, the application of gaming mechanics to motivate a specific behavior, is no longer a buzzword according to Tim Bradshaw, correspondent for the Financial Times in his recent article, “Pokémon Go Shows Gamification Is Far from Dead.”

Coffee, Tea or Laptop?


Last week was a bad week for the airlines. The United Airlines customer service debacle hurt all airlines, not just the United brand. It’s not uncommon for flights to be overbooked, delayed and cancelled. Passengers get angry. Airline personnel get angry.

How to Ensure Customer Experience is a Key Element of Your Business Strategy 


This month, in my exclusive column for CustomerThink, I continue to explore in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric.

Voice of the Customer (VoC): Is Your Brand Flying Blind?


Suppose you’re a pilot who’s preparing a flight plan. For the sake of safety and efficiency, you need to understand current weather conditions and how weather patterns are moving and changing. Here’s the catch: only 3% of the weather map is visible to you. Incredibly, this is how many brands fly.

The Ten Commandments of Customer Service

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

No One Expects the Customer Success Inquisition


When I first started at Internet Creations , I was given the luxury of a relative “blank canvas.” ” We knew changes were needed, but we weren’t sure what would make sense.

Under a New Administration, Payers Must Operationalize for Change

West Monroe

Current State. In March 2017, the Trump Administration proposed The American Health Care Act to repeal and replace the Affordable Care Act (ACA) and give Americans access to ‘truly affordable, quality health coverage.’

Customer Experience Metrics Series: Effort


This is the first blog post in a series that examines key Customer Experience metrics that every Voice of the Customer (VoC) program should measure to better understand your visitors’ website experience. In this post, we take a look at a Customer Experience metric that has been gaining an increasing amount of recognition: Effort. Customer Experience

How to Ask the Right Customer Service Interview Questions

Michel Falcon Experience

Hello everyone! In last week’s video I shared the 3 customer service skills your employees must have to create customer loyalty. In this video, I’m going to share my 5 go-to customer service interview questions to ensure you’re hiring the right people to represent your company. .

How to Build Great Customer Journeys

Make Each Touchpoint a Meaningful Experience

{Infographic} A Contrarian View on the United Airlines Customer Nightmare

Michelli Experience

The post {Infographic} A Contrarian View on the United Airlines Customer Nightmare appeared first on Joseph Michelli.

Learn About the Importance of Innovation at the Healthcare Marketing & Physician Strategies Summit


The Forum for Healthcare Strategists is presenting the 2017 Healthcare Marketing & Physician Strategies Summit , to be held May 8 to 10, 2017 at the JW Marriott in Austin, Texas.

{Infographic} A Contrarian View on the United Airlines Customer Nightmare

Michelli Experience

Business Customer Advocacy Customer Engagement Customer Experience customer loyalty Customer Service Customer Value Human Performance Joseph Michelli Client Experience Design Customer Experience Design Differentiation Leadership The Michelli Experience United

Social Media & Customer Service


Once upon a time, price and quality were the essence of brand loyalty, but today the customer experience is playing a much larger role more in the brands people choose.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

8 Features to Look for in a Help Desk Ticketing System


For the unfamiliar, a help desk ticketing system is a tool that companies use to track if things are being done as they should.

Boost Your Business With These B2C Lead Generation Ideas and Strategies

Magellan Solutions

With an ever-increasing population of buyers and consumers, one may think generating qualified leads is an easy task.

Foundations for CX Success in B2B


In the business-to-business world, the concept of Voice of the Customer is gaining momentum. But despite good intentions, and the opportunity for increased revenue from both new and existing customers, building a successful VoC program in a B2B organization can be a challenge.

B2B 1

A CX Lunch is a Rejuvenating Experience


We love a Lunch and Learn session at Confirmit. They’re a fabulous way to combine two of our favorite things; CX chat and food. Possibly not in that order, to be honest. We do love food.

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.