September, 2017

How to Start Improving CX in the Real World

360Connext

I’m often asked how or where a company should start improving CX. While the answer may be a little different for everyone, it’s critical to start out right! However, very few leaders take a realistic approach.

How To 509

Companies showing great CX in the wake of natural disasters

Customer Bliss

13 stunning stats on the growing CX leadership gap

Vision Critical

Growth in customer experience (CX) innovation has flatlined, and it’s likely you’re on the wrong side of the widening gap. According to Forrester’s Customer Experience Index, 2017 , today’s businesses across 21 industries are plagued by a growing “CX leadership gap.”

Crafting a customer experience roadmap

Jacada

Delivering exceptional customer experience is the holy grail of modern business, but like King Arthur’s knights, you are unlikely to find what you seek without an effective map. Read More. Jacada Blog

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.

More Trending

The CX topic we need to address more

Customer Bliss

As I’ve been doing more episodes of my customer experience podcast , I’m increasingly hearing more stories about omni-channel collaboration and experiences. I love that.

Tools 326

5 Top CX Trends For Survival in the Age of the Customer

360Connext

The way we create and deliver customer experiences is constantly evolving in this rapidly changing space. Keeping up with customer experience trends is now an essential part of running a successful business.

Trends 233

Why Going to a Baseball Stadium Is About More Than The Game

ReviewTrackers

Fans expect more than a win when they go to a baseball game, and that is evident when it comes to the New York Yankees. While the Yankees are one of the most successful sports franchises in history, Yankee stadium is rated No. 26 out of the 30 baseball stadiums in Major League Baseball.

Sports 201

Using Customer Intimacy with Today’s Wild & Dangerous Customer

Wired and Dangerous

Even in traditional manufacturing (and manufacturing-style services), where “careful is correct and rational is right” has long been the managerial axiom, service quality is being recognized as the competitive edge that can differentiate one commodity offering from another.

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.

Celebrate Customer Service Week 2017 with This Easy Plan

Who's Your Gladys?

We've created a Customer Service Week celebration to make it easy-peasy for you to celebrate your team's service excellence and inspire them to amp up their skills. The post Celebrate Customer Service Week 2017 with This Easy Plan appeared first on Who's Your Gladys?

Carlson Rezidor Delivers More Exceptional Customer Experiences, Even during Holidays

inContact

For most of us, Labor Day signals the end of the summer season. Families squeeze the last drops of vacation before school restarts and life resettles into ordinary time.

It’s all about uniting silos for effective CX

Customer Bliss

I’ve been writing and speaking about uniting the C-Suite — i.e. uniting the silos, metrics, and accountability measures of various teams — for years.

10 truths about social customer service

NewVoiceMedia

Social media has changed the rules of customer service. There was a time when if a customer wanted to complain, they’d have to dial the customer service number and then wait in a queue for 10, 20 or 30 minutes.

How to Create an Exceptional Customer Experience

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

Guest Blog: How Does AI Marketing Help Drive Customer Engagement?

ShepHyken

This week we feature an article by Lindsay Tjepkema who writes about how artificial intelligence marketing (AIM) is becoming more important to our success in engaging with customers.

What’s More Difficult; Dealing With a Customer Face-to-Face or Over the Phone?

Steve DiGioia

This original article was written by Steve DiGioia. Well I think it’s very easy to answer; face-to-face communication is definitely more difficult.

Reducing Live Chat Handle Time Doesn’t Mean More Support Agents

Kayako

Live chat seems like a win-win. Support agents can answer questions rapidly, keep their chat handle time low, and swiftly move on to help the next customer. Unfortunately, customers are rarely getting this experience. They’re unsatisfied with their live chat experiences.

Text / SMS in the Contact Center – Inbound, Outbound, Omnichannel

inContact

Did you know that the first text message ever was sent on Dec. 3, 1992? It simply read: “Merry Christmas”. Finnish engineer Matti Makkonen had first conceived of the idea back in 1984.

Customer Experience Transformation in Telecoms

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

Career trajectories, tech vs. design, and the first 90 days: Recent podcast lessons

Customer Bliss

I’m up to Episode 68 on my customer experience podcast , and while I’ve shared lessons from my guests in the past , I haven’t done it recently. I decided to go back to around Episode No. 50 and see what items I could pull together that may be of value to you or your career.

The 4 Biggest Mistakes Brands Make When Monitoring Online Reviews

ReviewTrackers

This article was written by Vivek Patel, who works as a Local Search Specialist for E2M, a content marketing agency based in San Diego that specializes in content strategy, creation, promotion, and SEO for domestic and overseas clients. You can find Vivek on Twitter @vivekrpatel.

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Best Interview Questions and Answers for Hiring Live Chat Agents

Comm100

Whether you are bringing aboard new live chat agents or setting up your live chat dream team for the very first time, you want to make sure that you are hiring agents that will have a positive impact on your team and your customers.

Sports 158

Are Your Service Employees No Better Than a Statue in the Park?

Steve DiGioia

…if so, here’s 5 simple ways to fix it This original article was written by Steve DiGioia. I watched the customer’s eyes scan the area, first to the left then to the right side of the store. He hoped to make eye contact with the sales woman but alas, no luck.

Sales 161

The Ten Commandments of Customer Service

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

Technology is the Enabler not the Disruptor (So Stop Using it as an Excuse)

C3Centricity

I was giving a talk earlier this month in which I mentioned that technology is an enabler not a disruptor of business today. It was to the BPW Lake-Geneva (Business & Professional Women) group in Rolle, Switzerland, which was a first for me.

Incorporate Technology Effectively in Your Contact Center – Your Agents will Thank You

inContact

If you follow customer service trends then you know that technology continues to blur the line between digital and physical customer experiences.

Improving the Energy Industry Experience, With Damian Cotchett – CB67

Customer Bliss

Episode Overview. Damian and I discuss how he is leading the transition, in partnership with his CEO, to make AGL Energy of Australia a service business that happens to supply energy.

Do ‘captive customers’ deserve customer service excellence?

NewVoiceMedia

A government employee questioned whether my service teaching had any value for his department. After all, he reasoned, why bother providing customer service excellence to “captive customers” who have no choice? I’ve got many answers to this loaded question.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

What’s in the Recipe for Great Service?

Wired and Dangerous

We believe there are three ingredients that create a superb service greatness recipe for today’s Wired & Dangerous customer. Those ingredients are: the dream, the drive, and the discipline.

Benefits of Chatbots

Jacada

Join the chatbot revolution! There are many benefits to implementing a chatbot within your contact center, most of which directly and positively impact on the end-customer. Read More. Jacada Blog

7 Essential Steps to Successful Business Projects (A Useful Roadmap)

C3Centricity

Although there is no magic bullet to transform your business into a successful powerhouse, I have witnessed similarities amongst those that grow more profitably. And what they have in common is the process steps of their business projects.

Reducing Customer Effort – Make it Easy to be Your Customer

inContact

Are you measuring Customer Effort Score? First introduced in 2010, Customer Effort Score (CES) is a fairly new contact center metric. Together with the “tried, trusted and true” Net Promoter Score (NPS) and Customer Satisfaction (CSAT) it helps you to measure just how happy your customers really are.

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.