October, 2016

Trending Sources

CX process mapping: Kill a stupid rule

Customer Bliss

We spend a lot of time in companies discussing “process mapping,” which is — theoretically, and sometimes in reality — a way to make our processes more effective.

Innovative Service: Emotional Connections for Great Experience

Wired and Dangerous

76% of wired and dangerous customers today say they view customer service as the true test of how much a company values them. 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.

10 Steps To Mapping Your Current Customer Journey

Kerry Bodine

Of the four types of customer journey maps , the current-state map is the most ubiquitous. That’s not surprising, given how many organizations are trying to understand their customers’ current pain points and improve the customer experience.

7 Guaranteed Ways to Lose a Customer

Steve DiGioia

because my loyalty does have limits This original article was written by Steve DiGioia. You failed them again. Be honest – face the facts! You worked hard for years to build a loyal customer base and now look at you. Your customers are leaving in droves. What happened?

How to Build Great Customer Journeys

Make Each Touchpoint a Meaningful Experience

More Trending

Executive leadership in the Age of the Customer

Customer Bliss

The fifth of my customer experience competencies is one-company accountability, leadership, and culture. Ultimately, this refers to executive leadership. How are they approaching customer issues? Are they on the same page?

How Does Customer Experience Impact Angry Customers?

BlueOcean

We don’t want to ruin your good mood, but humor us for a moment and think back to a time when a company made you angry. Specifically, remember that moment you contacted customer service because of some error, mishap, or malfunction, only to hang up the phone feeling even more irritated.

Do Customer Journeys Drive Your Content Strategy?

Kerry Bodine

This journey map for the Exploratorium , a science museum in San Francisco, is one of my favorites.

Why Customer Development Is Crucial to Every Businesses Success

Kayako

Customer engagement and feedback are powerful tools for every company—but many startups see them as an afterthought, focusing all of their energies on selling more products and gaining more users. But what these companies are missing is that customers are their best advocates.

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5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

15 Customer Retention Strategies for Long-Term Customer Loyalty

Comm100

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition.

What Makes Great Customer Service Great?

Wired and Dangerous

Today’s wired and dangerous customers crave organizations that consistently deliver great service and create emotional connections with customers. Do you have people in your organization who consistently deliver great customer service?

Double talk can murder CX strategy

Customer Bliss

Double talk. It can feel like it’s everywhere sometimes. Let me be a little bit blunt to open this post, although I think many of you may have experienced this at least once. In short? Customer culture is talked about by many leaders, but ultimately misunderstood by most organizations.

Market research as a profit center: How smart companies use customer feedback to generate revenue

Vision Critical

One of the biggest disruptions in the market research industry is the monetization of the research practice. According to research expert Ray Poynter, more insight teams are generating revenue by providing market research data and other value-added services to partners, sponsors and advertisers.

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.

3 Steps To Better Customer Research

Kerry Bodine

In a recent post, I talked about the trade-offs between quantitative and qualitative research. Here’s a quick summary: Neither is better than the other. Rather, they each have their relative strengths and weaknesses.

Put the Customer in the Driver’s Seat: Why Your Company Should Do Customer Journey Mapping

MaritzCX

Regardless of where you work or how long you have been with a company, most of us have experienced a situation where we discover that some process or approach to doing business has “always been done that way.”

Tools to Put the Customer at the Center of All You Do

CX Journey

Image courtesy of reynermedia Trying to ensure the customer gets the attention she deserves within your company? Striving to make yours a customer-centric company? How does the customer become the center of attention for your organization? What tools should you have in your customer-centric toolbox?

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The History of Customer Service: Ticket Troubleshooting to Proactive and Personal

Kayako

Can you imagine a world where customer service was over physical mail? You sit down at your typewriter, write out a wordy letter, send it into the head office that’s located halfway across the country, and wait a few weeks for a reply?

Are Your Technology Decisions Killing Your Customer Experience?

Read this eBook to learn how your database technology decisions can affect your ability to deliver either a transformational customer experience or a lackluster, dissatisfying encounter that benefits your competitors, not your bottom line.

Customer defection: Prevent it in three quick steps

Customer Bliss

Every leader I’ve ever worked with is concerned about, and wants to prevent, customer defection. As we all know, though, customer defection does happen — and often it happens because of unclear issues around that same leadership.

Generation Z statistics: New report on the values, attitudes and behaviors of the post-Millennials

Vision Critical

Generation Z, the cohort born between 1996 and 2010, is ready for the spotlight. Finally escaping the shadows of the generations before them, many Gen Zers are now entering the workforce. As a result, their spending power, currently valued at $44 billion , is growing every day.

10 Steps To Mapping Your Current Customer Journey

Kerry Bodine

Of the four types of customer journey maps , the current-state map is the most ubiquitous. That’s not surprising, given how many organizations are trying to understand their customers’ current pain points and improve the customer experience.

National Customer Service Week Blog: Twenty Five Ways to Show Your Loyalty to Your Customers

Wired and Dangerous

Greetings, Welcome to this special blog marking National Customer Service Week – October 3 – 7. We hope you are delivering special care and appreciation to your customers this week but also every other week. Most customer relationships don’t end in conflict. Most vanilla to death.

5 Customer Satisfaction Templates You Can Use Right Away

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

Improve the Experience by Asking the Impossible Questions

360Connext

Asking questions without limitations can lead to a better experience for your customers. The post Improve the Experience by Asking the Impossible Questions appeared first on Customer Experience Consulting.

Weology: We Comes Before Me - Part 1

CX Journey

Image courtesy of Peter Aceto Does your company practice Weology? Weology. What is it? If you guessed that it sounds like "the study of we," you're pretty close. The name of the concept stems from a Muhammad Ali poem, which simply goes like this: Me.

Customer churn: The pipeline that shall save you

Customer Bliss

Customer churn is bad. You don’t want it, obviously. In a perfect utopia, all your customers would stay in the fold, retain, and refer you to other new customers. That’s the apex of a customer-driven growth engine, and it’s essentially the polar opposite of customer churn.

Contact Centers aren’t Ready for Omnichannel

Calabrio

The potential of “omnichannel” when it comes to contact centers is undeniable.

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?

Embedding Customer Centricity: The Customer Experience Jigsaw Puzzle

ijgolding

As someone who spent 17 years working in a corporate environment, I have experienced enough metaphors and analogies to last me a lifetime. Often, the use of both come across as either patronising, irritating, or indeed both!!

inContact Recognized as a Leader in Gartner’s 2016 Contact Center as a Service (CCaaS) Magic Quadrant

inContact

For the 2 nd year in a row, inContact was positioned as a Leader in Gartner’s annual Contact Center as a Service (CCaaS) Magic Quadrant. Positioning in the Magic Quadrant is based on two criteria: Ability to Execute , and Completeness of Vision.

When Customers Become Customer Prospects

MaritzCX

Last week, my husband and I officially became what I call “customer prospects.” After having the same home insurance provider for over 16 years, we pulled the trigger and made the decision to make a switch.