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.

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

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Last chance! Join us at C3 for CX Inspiration


The clock is ticking. The time has almost come for C3, Clarabridge’s annual customer experience event. We’re excited, and we hope you’ll join us. Still not convinced? Then take a look at what we’ve planned to inspire you: In-depth workshops.

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.

The New Standard: Why Employee Obsession Matters

We often hear about putting the customer first, or the famous saying: the customer’s always right. But at TaskUs, we put the employee before our customers and before our shareholders. Read our eBook to learn more about why we focus on the employee experience.

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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.

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.

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.

Customer Experience Transformation in Telecoms

Transforming CX: Critical success factors mobile operators are looking for.

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.

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.

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.

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

The Ten Commandments of Customer Service

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

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.”