October, 2016

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.

Contact Centers aren’t Ready for Omnichannel

Calabrio

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

Trending Sources

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.

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.

Forbes Insights: Data Elevates the Customer Experience

New ways of discovering and applying customer insights

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5 Tips for Managing Customer Expectations

Comm100

Customer satisfaction is dependent upon knowing your customers’ needs and expectations. But your ability to meet, and even exceed customer expectations is often dependent upon what customers think their experience should look like.

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.

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.

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 Tips for Hiring a Great Customer Support Team

Customer support is the most important job in your company, so it pays to hire right

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.

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.

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.

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.

The Ten Commandments of Customer Service

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

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?

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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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.

What Makes a Successful Voice of the Customer Program

Learn how to build, maintain, and sustain an effective results-driven VoC program.

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?

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.

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.

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.

How to Build Great Customer Journeys

Make Each Touchpoint a Meaningful Experience

100% is not enough to impress with customer service quality. You need 120%

NewVoiceMedia

When a company reaches the top, does customer service quality still matter? Industry leaders tend to think so. I recently organized a service bench-marking visit to Singapore for 22 Korean sales and service trainers. In seven days we visited 23 leading organizations. A very busy week!

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.

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.

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.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

Your Contact Center Superhero

Calabrio

Your contact center is a superhero? You might be surprised—after all, contact centers are often: Under-valued by the larger organization. Under-funded. Viewed purely as a cost center. The first place budget is cut when the need arises. And staffed by entry-level employees.

Customer Experience: The Differentiation Battleground

ijgolding

The Golding family car – a Renault Grand Espace we affectionately call ‘the beast’ – is reaching the end of its life.

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.

First 90 Days of a Chief Customer Success Officer, with Duygu Cibik – CB22

Customer Bliss

Episode Overview. Duygu Cibik has a robust history in operations and change management and transformation. So when she took on the role of the Chief Customer Success officer at Reval, she knew she needed to create a very deliberate path to gaining understanding, acceptance and traction in her role.

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.