Uniphore
MAY 26, 2017
High on emotion! The impact of emotion on the customer experience is far greater than it would at first appear. Clearly, this is something that contact centers need to account for. Read More.
SuiteCX
MAY 26, 2017
Most companies are struggling with Customer Experience. They have very limited resources (the average department seems to be one or two people) so their ability to tackle some of the more strategic issues is very limited. Senior management talks about customer experience and how important it is but they don’t really believe it because they don’t provide support for the CX staff and they don’t have any strategic plan for how to scale Customer Experience.
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ShepHyken
MAY 26, 2017
This week we feature an article by Bikash Mohanty about how important customer experience metrics are to your business. Companies that track and measure their customer service have a competitive advantage. They know when they are doing a great job, and more importantly, they know when they aren’t. – Shep Hyken. As much as success is about dreaming big, the path towards it is all about setting precise targets to hit or even surpass.
SuiteCX
MAY 26, 2017
Most companies are struggling with Customer Experience. They have very limited resources (the average department seems to be one or two people) so their ability to tackle some of the more strategic issues is very limited. Senior management talks about customer experience and how important it is but they don’t really believe it because they don’t provide support for the CX staff and they don’t have any strategic plan for how to scale Customer Experience.
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Amity
MAY 26, 2017
For the most part, when we are talking customer success, we are dealing with the business-to-business (B2B) ecosystem where your CS team is in contact with the representatives of the customer companies. Of course, there are also business-to-consumer (B2C) companies whose customer success managers deal with individual customers, but the majority still do work with company representatives.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
West Monroe
MAY 26, 2017
As anyone who spends money knows, the way we pay for goods and services is shifting rapidly – many consumers are overwhelmed by the variety of options coming from financial institutions, merchants, fintechs, and even smartphone providers. To capture this lucrative market, the payments industry keeps sweetening the pot for consumers, and what were groundbreaking perks and features just two to three years ago (like free FICO scores and real time fraud/spend alerts) are now considered table stakes.
Natalie Petouhof
MAY 26, 2017
Tweet In the age of instant gratification, brand loyalty is not what it used to be: Today, you can get your groceries delivered straight to your home, request a ride across town via Uber or Lyft, and turn to a service like Amazon Prime to bring nearly anything else you want to your doorstep. Indeed, our culture has grow so accustomed to relying on technology for just about anything that many people are quick to jump ship and move on to the next trendy app or service if it promises better conveni
Kate Nasser
MAY 26, 2017
Customer Service Mindset: Be a key link in the chain of success. It's service not servitude. Best in service insights fr Kate Nasser, The People Skills Coach™. The post Customer Service Mindset: Key Link in the Chain not Life in Chains | #custserv appeared first on KateNasser.com.
Waypoint Group
MAY 26, 2017
Let’s keep this one short and let the 3-panel cartoon show the story that we’ve all experienced, but often encourage in our own companies. Who among us enjoys a service representative saying such things? Put the other way, which would be better for the business: honest, candid feedback from 100% of your customers that can drive the right improvements, or only […].
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LiveChat
MAY 26, 2017
Hosting a podcast is a great way of gathering tons of knowledge and learning from the best, that’s for sure. What I discovered though was that it also gives you the opportunity to meet amazing peoplte and listen to their stories. A quick explanation for those who don’t know what I’m talking about: for over a year, I was hosting the Business Sidekick podcast.
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