November, 2016

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 276

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.

Report 246

5 Ways Apple Proves They Really Care About Customer Service

Steve DiGioia

This original article was written by Steve DiGioia. There’s a reason why Apple is a leader in not only technology but customer service too. They actually provide the vehicle(s) needed to service their customers’ needs. It’s not based on what Apple wants but on what their customers’ need.

When Salesforce® Lightning Strikes! The Top Three CX Improvements

inContact

Have you ever wondered what happens in your Contact Center when lightning strikes? No, this blog post is not about inContact Disaster Recovery (even though that would certainly also be an interesting topic).

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

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.

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?

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.

Survey 221

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.

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.

From Online Search to Conversation and Then From Conversation to Sale {Infographic}

Michelli Experience

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.

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?

8 Ways Great Service is Just as Special as Your BFF

Steve DiGioia

This original article was written by Steve DiGioia. As a kid growing up in Brooklyn New York I spent countless hours with my best friend. We were neighbors and always together. Whether going to the movies, playing ball or doing other “kid stuff”, we had great times together.

How to Create an Exceptional Customer Experience

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

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.

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.

Connecting With The Need To Connect: Watching People Eat Online {Infographic}

Michelli Experience

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.

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.

My Thanks to You on Thanksgiving

Steve DiGioia

This original article was written by Steve DiGioia. Thanksgiving, the most American of holidays. Time to eat, time to drink, time to watch football. But also time to give thanks to those of you who have visited my blog, shared it with friends, read my articles, left a comment or two and subscribed.

Tips 207

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”.

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.

The Ten Commandments of Customer Service

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

Voting for Over-Delivery: The Inspirational Power of Promises Fulfilled {Infographic}

Michelli Experience

5 Awesome Customer Loyalty Program Ideas You Should Try

Comm100

We all know customer loyalty is the driving engine for a flourishing business. But what is customer loyalty, actually? Customer loyalty is having customers who are committed your company and your products , not just a price point that a competitor can easily emulate.

10 Ways to Get Actionable Feedback from Customers (part 1)

360Connext

It can be a daunting task to go looking for actionable feedback. You have to roll up your sleeves, check your ego at the door, and prepare to learn some hard truths about your business and (gasp!) yourself.

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.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

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.

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.

Tips 274

5 Quick-Fire Tips for More Personal Customer Support

Kayako

This is a guest post by friend of Kayako, Alice Clark. Aside from building an excellent product, companies should also focus on outstanding customer support. Research has shown that around $83 billion is lost by businesses every year just because of poor customer service.

Tips 182

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.

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.