November, 2016

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.

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

ijgolding

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.

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5 Steps to Effectively Implement the Voice of the Customer

MaritzCX

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

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Why the Best Measure of Customer Value is the Value You Provide to Your Customers

Storyminers

It’s not easy trying to grow a business. You’re often left standing in the middle of a saturated market, scratching your head and wondering “what can we really do to separate ourselves?”. Do you develop a new product, find a new market, or maybe pour money into advertising?

The New Standard: Why Employee Obsession Matters

We often hear about putting the customer first, or the famous saying: the customer’s always right. But at TaskUs, we put the employee before our customers and before our shareholders. Read our eBook to learn more about why we focus on the employee experience.

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7 Steps to Get Executive Commitment for Your #CX Transformation

CX Journey

Image courtesy of hkricharusf You know that your customer experience initiatives will die in the planning stages if you don't have executive commitment, right? I've written several times about the importance of having that executive buy-in and commitment for your customer experience transformation.

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.

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

Storyminers

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.

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.

37 Techniques to Achieve Excellent Customer Service

Excellent customer support is essential for any business. Many are turning to phone support as the most effective way for developing personalized and real-time connections and solutions for their customers.

7 Top Tips to Create a Customer-Centric Culture 

ijgolding

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.

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.

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

NewVoiceMedia

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

What Makes a Good Client-Side CX Leader?

MaritzCX

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?

Customer Experience Transformation in Telecoms

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

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

Storyminers

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.

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?

Beyond a single number: How to add context to your Net Promoter Score

Vision Critical

Many smart companies use Net Promoter Score (NPS) to measure how well they’re meeting the needs and expectations of their customers.

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.

The Ten Commandments of Customer Service

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

Six new customer service tips to share with your team

NewVoiceMedia

Each week, I send out a Customer Service Tip of the Week email to my subscribers. Not a subscriber yet? Get it here.). It’s usually a reminder. The idea is to reinforce good customer service skills by starting each week with a specific tip to focus on.

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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.

Can a change in policy change the customer experience?

Storyminers

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

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

360Connext

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?

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

The 4 Best Retention Strategies to Reduce Customer Churn

Kayako

Why worry about churn when you can just get new customers? New SaaS companies are obsessed with growth. Think of growth like hosting a party at your home.

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.

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.

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.

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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.

Can a change in policy change the customer experience?

Storyminers

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

10 Reasons to Become CX Certified

MaritzCX

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.

Speech Analytics: Five Ways to Set Your Company up for Success

Calabrio

Speech analytics is a huge opportunity for brands. If you aren’t at least considering speech analytics for your contact center, you risk missing out on valuable information that can improve the entire customer experience. While many companies know that speech analytics is something they should do, the question we hear most often is: where do I start? Recently, I co-hosted a webinar with Donna Fluss, President of DMG Consulting, titled “Speech Analytics: Best Practices and Pitfalls to Avoid.”

Helping 40 Million Students Repay Their Federal Student Loans, With Chief Customer Officer Brenda Wensil – CB25

Customer Bliss

Episode Overview. Brenda Wensil is the Chief Customer Officer at the Department of Education Federal Student Aid Office. In her role, she is constantly striving to help the 40 million students paying their student loans — as well as the 22 million students who are applying. .

5 Customer Satisfaction Templates You Can Use Right Away

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