August, 2017

Lessons From Leaders At Brands Where CX Is Working

Storyminers

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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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.

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

inContact

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.

Switch To New Channels For Effective Email Communication

Kayako

You finally send off an email that answers all your customer’s questions. But before you can congratulate yourself with a pat on the shoulder, they’ve replied with a dozen more queries. Or even worse, they’ve – inexplicably – become angry! Don’t they understand what you meant?

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

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.

33% CSAT for Millennials – Is Your Contact Center Missing Something?

inContact

There is plenty of advice on what companies need to provide millennials during their customer experience journey, and none of it should be new news. Given millennial customer satisfaction is only 33%, there is definite frustration within this large consumer segment.

All Hands Support Will Never Work for Your Business

Kayako

All hands support has been a buzzword in the tech world for a few years now. Its premise—that everyone in the company from the CEO down to developers—spends time working as customer support agents, talking to customers, and answering questions.

How Nimble Makes You More Agile

Storyminers

Jon Ferrara co-founded the pre-Facebook, pre-Internet, pre-LinkedIn CRM system called GoldMine. His motivation was to connect people at a more personal level—to let them build relationships that build real value. That’s still his mission at his newer company, Nimble.

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.

How to Know if Your CX Strategy Is Fake

360Connext

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.

How is the Internet of Things Affecting Customer Service?

Who's Your Gladys?

You’ve undoubtedly heard of the Internet of Things (IoT). So what is it? According to Forbes, IoT is described as everyday objects that can be connected to the Internet and be recognized by other devices and contribute info to a database. The Internet of Things.

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.

Brands 244

What are Bank Contact Centers Doing Right?

inContact

inContact’s research shows that banking was in the highest tier for customer satisfaction with 54% of respondents ranking it for the most satisfied recent interaction. The American Customer Satisfaction Index (ACSI) reported that banking customer satisfaction increased 5.3%

How to Create an Exceptional Customer Experience

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

How An Automated Customer Service Email Saved Us 8 Unnecessary Replies

Kayako

Even if you’re the best writer or can provide detailed and helpful screenshots, emailing customers can go only go so far. This is why remote sessions are a vital ally in our support strategy. Sometimes you need to hop on a screen share to guide a customer to a solution.

Innovative Service: Can Your Customers Have It Their Way?

Wired and Dangerous

Early one morning I was in my side yard and walked up on a huge elaborate spider web complete with its designer-tenant. As I approached the artwork, the spider began to vibrate the web sending early morning dew drops everywhere. The next morning the web was gone without a trace.

RPA vs BPM what is the difference

Jacada

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

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Why you don’t get credit for great customer service – and how to make sure you do

NewVoiceMedia

“Customer service—now that’s a dying art.” I hear this sentiment often, and my response is, “Uh … I’m not so sure you’re right about that.” I’m just not convinced that customer service is in particularly bad shape compared to how it was in the gauzy, dimly-remembered past. In fact, objectively speaking, customer service and the customer experience are in many ways better than they used to be. Delivery is faster. Quality control is better.

Customer Experience Transformation in Telecoms

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

CX Design Thinking in the Travel Industry, With Annette Höher-Bäuerle – CB64

Customer Bliss

Episode Overview. Annette Höher-Bäuerle went from being internal legal counsel at the Thomas Cook Group to leading all of Customer Experience globally.

Travel 231

Coaching on the Positive: 3 Steps to Enhance Contact Center Performance

inContact

Do your agents scatter like ants when they see you coming? Do they look for any excuse to reschedule your 1:1s or coaching sessions? If you seem confused by this behavior, it may be time to look at your coaching and engagement style to help enhance your contact center performance.

4 Mistakes You Must Avoid with Customer Feedback Surveys

Kayako

This is a guest post by our friends over at Nicereply. Viktor Magic will teach why it’s important to ace your next customer feedback survey and which mistakes to avoid. Read on for a great post! Surveys come in all shapes and sizes.

Prove it: 3 ideas on how to meaningfully measure CX transformation

Vision Critical

Everyone working in customer experience (CX) wants to know if their time and resources are well spent. CX can be a messy space , full of different beliefs and potential paths to follow. At the same time, CX has to compete with other departments for resources.

The Ten Commandments of Customer Service

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

Strong Emotional Connections Required for Great Experiences!

Wired and Dangerous

Walk into one of your favorite service providers and you immediately feel the difference in the experience that makes this establishment one of your chosen few. What is the difference?

5 trends in the Call Center

Jacada

5 Technological Trends in the Call Center. What are the new technologies being deployed in the contact centers? Several key trends are currently dominating the landscape, and have already started to infiltrate the industry even well before this year. Read More. Jacada Blog

Humanity is the crux of organizations, but…

Customer Bliss

I don’t want to discuss my next book too much, as we’re currently doing some planning and development work around it, but — as you would probably guess — the theme is customer experience.

How to Create Your Punch List for Quick CX Wins

360Connext

Have you ever lived through a major renovation project or lived through construction of a house or condo? I say “lived through” because it can be harrowing, on a #firstworldproblems level for sure, but harrowing nonetheless.

How To 159

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

10 trends changing customer expectations

NewVoiceMedia

The essential principles of customer service are timeless, but consumer expectations are not. Customers have always wanted a friendly, efficient and reliable service, but with the development of new technology, their expectations have been raised. They want a more efficient service than before.

CX now trumps brand loyalty, suggests a new study

Vision Critical

Even your most loyal customers will not tolerate mediocre experiences. That’s one one of the key findings in a new CMO Council study , which found that 47 percent of loyal customers will stop doing business with a brand that provides “poor, impersonal or frustrating” experiences.

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Beat the Competition in 2018 (Higher growth, profitability, innovation)

C3Centricity

“Never miss an episode. Subscribe on Apple Podcasts to get new episodes as they become available.”. After the mid-year break, most organisations get into their planning phase for the coming year in earnest. Do you know how you’re going to beat the competition in 2018?

Keeping the “R” in CX (Customer Experience)

Wired and Dangerous

CX (customer experience) has been hot for a few years. But, IT wizardry and the push to cut costs by un-humanizing the service experience has too often removed the “relationship” from “customer experience” The by-product was aptly characterized by a friend of ours describing her bank.

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.