November, 2016

Trending Sources

The Customer Experience Hokey Cokey! Why do companies find it so hard to commit to CX?


As a child growing up, no birthday party was complete without a rousing rendition of the Hokey Cokey. Also known as the ‘Hokey Pokey’ in some parts of the world, according to Wikipedia, it originates in a British folk dance, with variants attested as early as 1826.

Customer Analysis: How about creating a customer room?

Customer Bliss

Customer analysis is no doubt an important topic in CX. We’re up into the 20s on episode count for my podcast , but back in Episode 3 I interviewed Scott Dille of Northern Trust.

5 Steps to Effectively Implement the Voice of the Customer


The real value of customer experience programs is not in gathering customer feedback, but in putting the voice of the customer to work.

ROI 85

Two Very Powerful Words

Wired and Dangerous

As the Thanksgiving holiday approaches, we think it is appropriate to stop for a moment and reflect on how we show our gratitude. Thank you!” These are arguably the two most powerful words in the English language. Customers and colleagues love to hear and feel a sincere “thank you”.

How to Build Great Customer Journeys

Make Each Touchpoint a Meaningful Experience

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Time for a Customer Service Makeover?

Who's Your Gladys?

Does your customer service need a makeover? Even in high-end service environments, a seemingly tiny disconnect between a customer and a service provider can cause a customer to walk away from your business. Here are a few ways to minimize these types of service disruptions. It was a.

Customer Delight: Do the Math!

Customer Bliss

Guest Post by Thomas A. Stewart and Patricia O’Connell, authors of Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight. SURPRISE AND DELIGHT. Surprise and delight” has become a mantra for customer experience.

7 Top Tips to Create a Customer-Centric Culture 


As customer experience has become increasingly recognised as a thing of tangibility, so has the need to adopt and embed the skills and competencies that make managing it (customer experience that is) a reality.

Customers Today Crave Consistency!

Wired and Dangerous

Customers today are more powerful than ever! And they base the majority of their decision on where to spend their hard earned dollars on the customer service experiences they encounter.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

Here’s Something To Be Proud Of: Storyminers Blog Made Top 50


Storyminers is quite proud to be included in Chattermill’s top 50 of their: The Top 100 Customer Experience Blogs You Need to Be Reading. We think it’s pretty cool because the selection is powered by Artificial Intelligence.

What Makes a Good Client-Side CX Leader?


Recently, I was asked to help a client interview for their newly created Director of Customer Experience (CX) position. They had several strong candidates with many years of experience managing Voice of the Customer (VOC) programs. So, how does one differentiate?

How smart brands measure customer intelligence ROI

Vision Critical

In our e-book The 10 Smartest Brands: How They Use the Competitive Advantage of Customer Intelligence , we reveal how companies like D E WALT, LinkedIn and Salomon engage with customers to make better marketing, customer experience and product innovation decisions.

ROI 62

Introducing: The Five-Competency Reality Check Audit

Customer Bliss

Hey, and happy Thanksgiving week! This will be a short post introducing a new(er) concept, but before we get going on it, I just wanted to say thanks. It’s been a busy year. I launched a podcast and am working on some new projects in addition to regular speaking, client, and coaching work.

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.

10 Ways to Get Actionable Feedback from Customers (part 2)


Asking customers for feedback is generally easy, but asking questions that spark action is not. And every customer’s journey is different, so why ask every customer the same old questions?

Understand The Current State of Your Customer Experience - Without Hiring a Consultant

CX Journey

Image courtesy of cheryl1906 For today’s post, it was my pleasure to collaborate with Ben Motteram to compile some ideas you may not have considered with regards to ways you can measure how well you're delivering your customer experience - without hiring a consultant to do the work with or for you.

Do Your Employees Have “Grunt Eyes”?

Wired and Dangerous

This week we celebrate Veteran’s Day and we deeply thank all those who have served for their service! We both had the distinct honor and privilege to serve our country. Chip is a highly decorated Vietnam War veteran.

Can a change in policy change the customer experience?


Sometimes, making customer experiences better can also make the world better. Here’s how one leading brand is trying.

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.

10 Reasons to Become CX Certified


Setting yourself apart from the crowd in your career can be a difficult task. It requires time and effort. Certification is an important part of career development, especially for those in Market Research and Customer Experience (CX) fields.

When to Take a Chief Customer Officer Role, and When to Leave One, With Carol Pudnos – CB28

Customer Bliss

Episode Overview. As the CCO role has become more common, now we’re starting to see “serial” CCOs. Carol Pudnos is one of those. She spent 27 years in different leadership roles at Dow Corning, ultimately becoming the Vice President of Customer Experience and Customer Service.

5 Ways to Reduce Holiday Lines and Customer Wait Time


“Opportunities are like sunrises. If you wait too long, you miss them.” ” – William Arthur Ward. You’ve probably noticed that customers hate waiting, whether it’s in person, online or on the phone.

The CX Journey Continues.

CX Journey

CX Journey™ turns 5! This week marks five years since I started blogging at CX Journey. It's been an amazing journey so far! I started the blog as a way to share what I've learned over the last 25+ years, and I can honestly say that, through this process over, I've learned so much more.

B2B 56

5 Customer Satisfaction Templates You Can Use Right Away

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

The Most Affordable Ways to Hire Employees and Build Your Company Culture

Michel Falcon Experience

In this video, I share how to affordably hire employees and build your company culture by creating a recruiting video, looking internally and speaking to your best customers. The post The Most Affordable Ways to Hire Employees and Build Your Company Culture appeared first on Michel Falcon.

Video 51

Speed creates customer confidence: what is the velocity of your customer service?


The CEO of Busey Bank, Van Dukeman, has an interesting concept he calls the of Business.

Surprises Await When You Pretend To Be Your Own Customer

Steve DiGioia

how else will you REALLY know what's going on? This original article was written by Steve DiGioia. Stop complaining about your customers. They’re too demanding; always have something negative to say and they look for discounts”. Well, have you ever tried to be your own customer?

A 4-Step Plan For New Chief Customer Officers, With Donna Peeples – CB29

Customer Bliss

Episode Overview. Donna Peeples was the Chief Customer Officer at AIG — obviously a large company. Now she holds the same role at Pypestream , an enterprise mobile messaging platform. Pypestream is a much smaller company than AIG, currently existing in startup mode.

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?

How to Make Outsourcing Work for Field Service


More service organizations are outsourcing work to an increasingly complex network of dealers, third-party providers, and independent contractors as the struggle to meet increasing service demands without expanding their own internal resources. While outsourcing is nothing new in the service industry, the nature of these partnerships is changing – and so is the technology used to ensure outsourcing is successful.

I’m grateful for flexibility…


By Michael Hill. They say gratitude makes you healthier, so I’m taking a moment to focus on something that I’m grateful for, and for which SuiteCX customers are grateful – flexibility. No, not the arms and legs kind of flexibility. That ship sailed many years ago.

Excuses for Not Building Adaptive Enterprises Fading Fast


We’ve been doing business the same way for so many decades; it’s hard to imagine other ways to achieve success. Work hard, make big profits, and always get better at what you do. These are the mantras we’ve all heard – and still share. Conversations about reimagining business quickly point toward automation as the way to make things faster and more efficient. But, is it working? Only a few can say yes. Others have not survived. *