September, 2017

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.

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.

Why Healthcare Organizations Should Focus on the Consumer

ReviewTrackers

The patient is a consumer. As out-of-pocket healthcare costs continue to increase, patients are doing more research when they search for a healthcare provider. To understand the role of consumerism in healthcare, we spoke to Preston Gee, vice president, strategic marketing at CHRISTUS Health.

The Trouble with Mobile Customer Service Apps

Jacada

The theory behind mobile customer service apps may be sound, but in practice, the challenges to adoption are significant. Read More. Jacada Blog

Customer Experience Transformation in Telecoms

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

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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.

Why CX Governance Matters

MaritzCX

As the type of person who is constantly seeking connections of all sorts – physical, emotional, strategic – I find myself drawing parallels between my personal and work life on a daily basis.

Voice to Digital Transition

Jacada

How digital can enhance traditional voice communication. While an increasing number of customers are moving to digital channels, voice remains extremely popular. Combining digital with voice could thus give your center a competitive advantage. Read More. Jacada Blog

Taking Ownership – key to the success of your approach to Customer Experience

ijgolding

As we head into the middle of September, as many people are reaching towards the back of their wardrobes to find their winter jumpers as are looking for their shorts and t-shirts.

The Ten Commandments of Customer Service

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

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.

Why Businesses Should Focus on Local Search (With Tips)

ReviewTrackers

Online research is a key moment in the customer journey. The vast majority of the U.S. economy is driven by purchases of products and services offline,” says Greg Sterling, VP of strategy and insights for the Local Search Association.

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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.

Harnessing Digital CX Opportunities

MaritzCX

Digitalization is transforming businesses throughout the world and customer experience is a key component.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

What Your Customers Love and Hate About Live Chat Support

Kayako

Are you looking to add live chat to your customer support arsenal? If you are evaluating this, you can’t help but pull out a notepad, draw a line down the middle, and write “pros” and “cons” on either side. Except you won’t need to. That’s exactly what we’ve done here for you today!

Adherence to Schedule Tips

Brad Cleveland

Adherence to schedule is an important performance objective for agents. It is within their control (when implemented appropriately) and measures if agents are available to handle contacts as scheduled.

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A Family Tree to Take Your Journey Maps from Macro to Micro

Touchpoint Dashboard

This blog is for CX professionals who 1) have multiple journey maps and 2) need a structure to connect them. Remember that neighborhood kid who always got you in trouble? Or maybe you were that kid who stirred everything up.

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.

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.

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.

The New Evolution of CX: Measuring and Assessing CX Maturity in the Modern World

MaritzCX

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Customer experience is the next competitive battle ground… because while features, functions, and materials are easy to replicate, experiences are not.

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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.

Bringing Your #VoC Program up to 2020 Standards

CX Journey

Image courtesy of Pixabay How can you be sure that your VoC initiative stays fresh and relevant? Continuous improvement is just important for your VoC initiatives as it is for your entire customer experience journey/transformation.

5 Customer Satisfaction Templates You Can Use Right Away

Begin or improve your customer satisfaction program with these 5 ready to use templates.

Smartphones are dead. Long live smartphones!

Forrester's Customer Insights

This week, Google announced the acquisition of key HTC assets. This will give them some of the hardware technology expertise, the design skills and the experience in smartphone retail distribution they badly need.

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.

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.”

Achieve CX Zen with Focused Reporting

MaritzCX

Focusing on what matters is essential to your daily life and to your business. Without focus, we would walk blindly through life. In the article How The Power of Focus Can Lead You To Success there is a story of a Zen master teaching his students. The Zen master wanted to show his students a.

Customer Experience Strategy: How to Measure the Immeasurable

Take a second to reflect on the brands you love. How do you go about creating an awesome customer experience strategy that works for your own customers?

WANTS and NEEDS – When it comes to customers do you really know the difference?

ijgolding

Last week, on more than one occasion, most of us would have heard someone saying, writing or shouting, words to the effect of ,”I just need Ryanair to get me to xxx!” ” Getting passengers to their chosen destination is the most basic of basic needs an airline is expected fulfil.

The Evolving Chat Bot

Jacada

Introduction. Chat bot technology is being driven at a revolutionary pace. Yesterday’s chat bot provider is already obsolete, and today’s chat bot provider faces a juggernaut of competition the likes of which the technology world has never seen.

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.

A 6-Year Chief Customer Officer Role Roadmap, With Libby Duane Adams – CB69

Customer Bliss

Episode Overview. Libby Duane Adams is a disciplined and mature CCO leader who shares her 6-year strategy for making the role a growth driver in her organization. For those driving B2B technology companies, you will not want to miss her actions, path and how she drove success. About Libby.

7 Steps to Elevate Your Customers' Experience

Learn how to walk through your customer's journey in order to improve their satisfaction and engagement