Thu.Apr 20, 2017

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.

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.

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6 Reasons Why Smart Employees Underperform, And How That Can Be Fixed

Provide Support

6 Reasons Why Smart Employees Underperform. “Dispirited, unmotivated, unappreciated workers cannot compete in a highly competitive world.” ” – Francis Hesselbein. A company’s employees are often referred to as its most valuable assets.

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

How to Improve Customer Experience in an Era of Choice

Customer experience is quickly becoming the de facto differentiator between successful businesses and the ones that fail. Download this ebook to learn how some of the largest companies in the world are driving better customer experiences.

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Know Your Survey: Voice of Customer and Market Research


We’re thrilled to announce the release of our 2017 NPS® and CX Benchmark Survey, made in collaboration with MIT CISR! In honor of this release, we’re launching a series of blog posts, aptly named, “Know Your… ”, to promote CX and NPS best practices.

[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

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.

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.

Forbes Insights: Data Elevates the Customer Experience

New ways of discovering and applying customer insights

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.

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.

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.

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.

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

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

Big Brands Take on Mobile as Its Global Reach Expands


“There will be nearly 3.5 billion individual smartphone users among more than 5 billion individual mobile subscribers by 2019. Mobile will clearly be the battleground where you must win, serve, and retain your customers globally,” [1] forecasts Forrester in their report “The Global Mobile Revolutions Is just Beginning.”