Thu.Apr 20, 2017

Why Support Teams Care About Customer Context


Customer support teams focus their efforts on three goals: Delight your customers, make them happy, and treat them with respect. After all, the customer is always right, right? Support teams want to maintain a consistent and repeatable customer experience.

Addressing the United incident, Part 1

Customer Bliss

I realize everyone and their mother and their mother’s dog walker has weighed in on the United incident by now, but people have been prodding me for my formal response. And so I am parsing it out for you in two parts. This will be Part 1.

Context is key. Introducing Customer Journeys and Conversations


Customer support teams focus their efforts on three goals: solve the problem, make the customer happy and set them up for success. In essence, the support team is responsible for delivering a great customer experience.

5 strategies from Verizon and Luxottica’s CX playbook that prove connected VoC listening is key


I was fortunate enough to attend Next Generation CX in Carsbad, CA a few weeks back.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.

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The Importance of Ethics and Customer Feedback Platforms


Welcome to Customer Insights, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: a note about the importance of the existing customer feedback platforms. Subscribe to receive these stories and more every week in your inbox.

The impact of the Internet of Things on customer service in Asia


Date: Thursday, April 20, 2017 The impact of the Internet of Things on customer service in Asia. Published on: April 20, 2017. Author: Vincent Giraud The rise of the Internet of Things (IoT) promises to dramatically change the relationship between people and technology.

[QUIZ] Are You a Digital VoC Rockstar?


Implementing a digital Voice of the Customer (VoC) program on your digital properties can be a win-win for both you and your visitors. But to make sure you and your visitors get the most out of your VoC research, there are some fundamental things that are useful to know as you set up your research. Customer Experience

Focus On Employee Engagement, Not Employee Experience

Experience Matters

We are finally seeing a movement by the general business world to seriously focus on the role and value of employees, which is why “Embracing Employee Engagement” is one of our 2017 CX Trends. Temkin Group has viewed employee engagement as a critical foundation for customer experience since our inception. It’s one of our Four CX Core […]. CCXP1 Customer-Centric Culture Customer experience Employee Engagement

Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

3 lessons on the importance of CX measurement from Amazon’s Jeff Bezos


The concept of Customer Experience (CX) for many is still associated with old adages like “the customer is always right,” but that’s been changing for a decade now.

How Greetabl Doubled Their Customer Engagement & ROI

Imagine you have 100 of your customers sitting directly in front of you. At the moment, 100% of their attention is focused squarely on you. You start by asking them if they’d be willing to providing you with a few minutes of their time for some quick feedback. 20 customers walk out, leaving 80 customers […]. The post How Greetabl Doubled Their Customer Engagement & ROI appeared first on Case Study Customer Success Featured Net Promoter

ROI 40

Leading Private Education Provider Puts Verint at the Front of the Class


This large, leading private education provider offers professional development and educational programs and services to working adults.

How To Create The Most Effective Survey Questions


When creating customer satisfaction surveys , it’s necessary to come up with survey questions that provide your business with accurate, actionable feedback about the key drivers of customer satisfaction or dissatisfaction. Collecting this actionable feedback is the key to being able to drive improvements to your customer experience. Survey Customer Experience Management

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Trust is the word – building the trust of both customers and your people

Customer Alignment

Trust is earned, each day and cumulatively, through actions and the way that a customer centric organisation engages with both employees and customers. Last month my windscreen cracked for the second time in six months thanks to a rogue stone on the M40. I’d had a shocking customer experience during the first repair job involving missed appointments, incorrect screens turning up and even correct screens being broken on installation.