August, 2017

Lessons From Leaders At Brands Where CX Is Working


I’m always curious about what makes leaders of customer experience and transformation projects invest in what’s new. Oracle , in its recent “ CX FACTOR PROGRAM ” has done much of that research for me (and for you).

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Candidate experience is also customer experience

Customer Bliss

I have said this over the years, and recently, several of my podcast guests have also discussed it: there is an ever-increasing need to think of employees as customers as well, i.e. internal customers.

The Do’s and Don’ts of Customer Experience Management


The customer experience manager is key to delivering the kind of service offering that can truly differentiate an organization. Here are some of the most important things that a CEM should (and should not) do. Read More. Jacada Blog

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Engaging your people with CX: Introducing the Customer Experience Game


A perennial problem for any Customer Experience Professional around the world is to find an effective way to engage people with the significance of the subject. Whilst many profess to ‘get’ Customer Experience (CX), they tend to do so instinctively, intuitively and accidentally.

Customer Experience Transformation in Telecoms

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

More Trending

Southwest Airlines gets a CX kudos during Hurricane Harvey

Customer Bliss

About 500 Southwest Airlines customers were stranded at Houston’s Hobby Airport last Sunday morning once the Hurricane Harvey flooding began and the FAA shut down Hobby. What did Southwest do? Something great from a CX perspective.

RPA vs BPM what is the difference


Keeping it in the family. RPA and BPM display a lot of similarities, and as such are often confused with one another. They are certainly members of the same family, though they could not ever be called identical twins. Read More. Jacada Blog


6 Things All Customer Centric Leaders Do


Looking back through my articles over the last few months, a great number have made the connection between strong, customer centric leadership and the ability to drive an effective and sustainable approach to Customer Experience.

Are You Prepared to Offer Customer Service via Text/SMS?


I am, by definition, part of the Millennial Generation, although I’m nearly as old as someone can be while still being lumped in with these young whippersnappers.

The Ten Commandments of Customer Service

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

Why Physicians Should Care About Online Reviews


Online reviews and public feedback from other patients are an important research tool for healthcare consumers. . According to Software Advice , 62 percent read online reviews as the first step to finding a new doctor or physician in 2016. That is up from 25 percent of patients in 2013.

Which Customers Do You Want to Keep?


There is an old joke in the dental world that a patient asked his dentist, “Which teeth should I floss?” The dentist answered, “Only the ones you want to keep.” Customer Service is the same. All customers are good customers. Okay, maybe not all.

More evidence that customer experience is about emotions

Customer Bliss

Some interesting, if not surprising, news from the customer experience world recently. Forrester recently released their US 2017 Customer Experience Index , which goes through data from 120,000 online consumers to rank 300 brands across 21 industries.

The Customer Experience Manager


Who wants to be a customer experience manager? A relatively new job title in the customer service space, customer experience manager is more than just a fancy title – it is the glue that holds the customer service center together. Read More. Jacada Blog

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

Do You and Your Customers Speak the Same Language?

CX Journey

Image courtesy of Pixabay I originally wrote today's post for Clicktools. It appeared on their blog on November 28, 2016. Do you train your employees to talk to customers in company language or in customer language? Did you realize that your company has a language? Or that your industry has a jargon?

How to Know if Your CX Strategy Is Fake


I’m getting calls from very well-meaning business leaders lately. They are well-versed in many areas of business. Perhaps they were in marketing, or technology or operations. Or maybe they were responsible for the learning and development of thousands of employees.

Why Happy Customers Don’t Become Repeat Customers — and How to Get Them Back


This article was written by Brandon Carter, a customer engagement and loyalty writer and analyst for Access Development. Read more of his articles over on the Access Loyalty Blog. Customers and Your Business: Love at First Sight?

Astea Infographic: Keeping Pace with Service Technology


Selecting the right field service management software , deploying it effectively, and measuring its results can all pose challenges. Service companies face vital decisions in all stages of technology procurement that can have profound results post-implementation.

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.

Customer experience and marketing: Lean into the skid sometimes

Customer Bliss

I have a friend who works in marketing. Even though the normal way we think about marketing involves everything being branded and polished, she says — and I mostly agree — that some of the best marketing “leans into the skid.” ” What does that mean?

Positive Effects of Digital Disruption


Turning disruption into opportunity. One of today’s major buzzwords is ‘digital disruption’, which sounds scary, but in fact offers many opportunities for contact centers to improve their service levels. Read More. Jacada Blog

CX Journey™ Musings: The Problem with Journey Maps

CX Journey

Image courtesy of Pixabay There's a problem with journey maps? Well, not with the maps themselves but with how people talk about them.

Does Your Local Business Need a Website in 2017?

Your website is dead… A growing number of “experts” say it is. These experts suggest that websites, as they exist now, are obsolete and unnecessary. Some are more cautious, stating that a mobile friendly website is enough. Are they right? It’s 2017.

5 Customer Satisfaction Templates You Can Use Right Away

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

4 Reasons Why Your Company Should Be Monitoring Employee Review Sites


For today’s consumers, it has become a major part of the decision-making process: to read online reviews of products, services, and local businesses, and see what other people have to say. For restaurants, you go to Yelp or Facebook.

Bringing the Voice of the Customer into CX Design – and Interview with Beth Berg

Heart of the Customer

I met Beth Berg—a customer experience researcher—at a journey mapping round table at this year’s CXPA Insight Exchange, and really enjoyed her approach. So, I invited her to get together and discuss her approach, and she agreed. First, tell us a little bit about yourself and your work. My area of expertise is bringing the […]. The post Bringing the Voice of the Customer into CX Design – and Interview with Beth Berg appeared first on Heart of the Customer.

The Lifecycle and Legacy of a Chief Customer Officer, with Stephen Ingledew – CB63

Customer Bliss

Episode Overview. Stephen has held senior executive roles in marketing, customer growth, distribution, or product with Barclays, AMP, Frizzell, Berkeley Berry Birch, and Standard Life. The latter is the UK’s largest pensions and investment company.

Can Chatbots be more Human than Humans?


Chatbots, more Human than Humans? Chatbots have come a long way in a short space of time, and it looks like it’s only a matter of time before they are more human than human beings themselves. Read More. Jacada Blog


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?

Taking Control: understanding bailiff rights

Helen Dewdney

I sometimes get asked about your rights where bailiffs are concerned. This is quite a specialist area and so I asked Alison Blackwood of StepChange to provide some guidance. Here at StepChange Debt Charity we are still hearing from our clients about problems with the behaviour of bailiffs and bailiff firms.

Review-Researching: 3 Examples of Reviews in the Buyer’s Journey

Customers won’t tell you. They know you’d love to know what they’re thinking. To get an inside look at how they make their decisions. But the fact of the matter is, they won’t share. Because they don’t really know.

How to Get Reviews For a New Online Store


This article was written by Victoria Greene, a freelance writer and brand consultant. She writes her own blog VictoriaEcommerce , where she shares her best tips for gaining honest customer feedback. Your brand’s reputation matters.

Are your Customer Experience Programs Just Another “Check the Box”?  Or is CX in your culture, your very DNA?


For the last couple of decades that I have been around corporate enterprises, there have been too many CEO fads to count.

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7 Steps to Elevate Your Customers' Experience

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