December, 2016

What 1000 Consumers Say About Bad Customer Service

Kayako

CONTENTS. Intro: Word of mouth marketing. 1: The importance of getting it right first time. 2: Our experiment. 3: The results. 4: What this means for your business. 5: Is it too late to win the customer back? What you can do to rectify bad customer service. Takeaways. Intro: Word of mouth marketing.

Customer experience improvement program: 2017 assets

Customer Bliss

It’s been a busy 2016. Here we are, finally, at the last month of the year. I know most of you have already started 2017 strategy planning (or finished it), but I wanted to put together a bunch of customer experience improvement program assets in one place.

B2B 93

Trending Sources

11 Industry Experts Discuss “What’s More Important: Customer First or Profit First?”

Steve DiGioia

This original article was written by Steve DiGioia. Businesses across the land champion their great service and the positive experience given to their throngs of loyal customers. They tout the benefits of their product and how they tend to the specific needs, wants and desires of their customers.

The fundamental flaw in customer journey mapping—and how to fix it

Vision Critical

A customer journey map is a simple idea that has become overly complicated. At its core, a customer journey map tells the story of a customer’s experience. It begins at initial contact, develops with engagement and forms a long-term relationship between a brand and its customers.

7 Secrets of Voice of the Customer Success Whitepaper

In the whitepaper, 7 Secrets of Voice of the Customer Success, we provide 7 steps to help you build a successful VoC program. Built into a clear model for your Voice of the Customer program, these will set you on the path to VoC enlightenment.

More Trending

On strategic management in CX

Customer Bliss

This will be a shorter post — end of the year and holidays — but I know a lot of people are thinking about strategic management as they transition from one calendar year to the next.

Amazon introduces Just Walk Out technology in its new no-checkout-required retail concept

Storyminers

Amazon has formally introduced its new Amazon GO retail concept on the West Coast. Basically, you can shop without lines and without going through checkout.

9 Ways Millennials Have Transformed Contact Center Customer Experience

inContact

As the fastest-growing consumer demographic, Millennials are poised to make a major impact on the American economy. By 2020, the spending of Millennials— those aged from roughly 18-to-mid-30s— will rise to 1.4 trillion annually. Years before this generation’s full influence will be felt, however, millennial preferences have already changed how contact centers think about customer experience.

Election Poll Failure: Do CX professionals Face a Similar Fate?

MaritzCX

On Wednesday morning of November 9th people all over the world were asking, “How did the pollsters get it so wrong? Have we lost our ability to understand the true sentiment and intentions of a population using surveys, questionnaires and polls?”

Customer Experience Transformation in Telecoms

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

5 Customer Feedback Hacks: Going Beyond the Surveys

360Connext

You want to create experiences customers will want to return to. It’s no sectet that learning what customers really want and need is a key component to this!

Trust Centric Customer Journeys

Wired and Dangerous

We live our lives on promises. From the time a child can grasp the concept of “cross my heart and hope to die,” there is a forever realization that anxiety can only be reduced through proof of trust while waiting for a promise to be kept.

Getting Your CCO Role Funded, With Camille Harrison – CB30

Customer Bliss

Episode Overview. Camille Harrison is the Group Vice President and Chief Customer Officer for Florida Blue. She has been in the role now for almost 40 months. Starting many years ago as a customer service rep, Camille has been in the “service” lane her entire career.

Amazon introduces Just Walk Out technology in its new no-checkout-required retail concept

Storyminers

Amazon has formally introduced its new Amazon GO retail concept on the West Coast. Basically, you can shop without lines and without going through checkout.

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

How To Grow

Promoter.io

5 Key Benefits of Incorporating Social Media into Your CX Plan

MaritzCX

It is no surprise how the advances in technology are providing unique opportunities to engage and gain insight to the customer experience like never before. This is especially true in social media.

5 ways customer feedback can improve your content marketing strategy

Vision Critical

Did you know that 90 percent of all companies market with content ? Content marketing has become more than a strategy: it’s today’s marketing. Content marketing is more effective and efficient than other marketing strategies, and costs less for a greater return.

Did Your Company Make the #CX Naughty List This Year?

CX Journey

Image courtesy of miserablespice I originally wrote today's post for Intradiem; it appeared on their blog on December 16, 2014. Two years later, it's still relevant! Tis the season. Santa's making his lists and checking them twice. Oh no! Your company shows up on his CX Naughty List!

The Ten Commandments of Customer Service

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

Words Matter: How to Manage Customer Expectations with Better Communication

Comm100

Whether you’re a management professional or a frontline representative, it’s essential to manage customer expectations to the best of your ability.

46 Customer Experience Pros Share the Biggest Mistakes Companies Make in Evaluating and Purchasing Customer Experience Software

nanorep

Customer experience (CX) software helps companies gain valuable insight into their audience’s mindset to tailor products, services, and support to customers’ needs and expectations.

How to Leverage Six Sigma to Improve Customer Experience

inContact

For many years I have been a practitioner of both customer experience (CX) and Six Sigma , so I can personally speak to the unmatched advantages of bringing these two disciplines together.

Did You Know You Were Being Rated?

MaritzCX

As a frequent user of Uber, I have been impressed with their gathering of customer feedback. What I find most admirable about the Uber rating system is the simplicity of the survey, riders seeing how their feedback is used, and mutual evaluations.

How to Build Great Customer Journeys

Make Each Touchpoint a Meaningful Experience

Health care mergers and acquisitions: Why patients and employees should come first

Vision Critical

In a recent interview with Fox Business Network, Cleveland Clinic CEO Toby Cosgrove, MD, shared why health care will see more consolidation in the next few years.

Customer Service Etiquette Tips: How to Keep Your Customers Happy (Infographic)

Provide Support

“Politeness goes far, yet costs nothing.” – Samuel Smiles. There might be a huge number of companies offering the same products or services. The critical difference is ultimately how you make people feel when they do business with you and interact with your brand.

Anticipatory customer service

Customer Enthusiast

Last week, three days before Christmas, I returned home to Denver from Manchester, NH after completing my final event of the year.

How Top SaaS Companies Use Customer Success to Answer Their Biggest Marketing Problems

Amity

Ever log on to your computer in the morning and immediately get that sense that you’re drowning? The sheer abundance of information we’re exposed to online can overload even the fastest and most voracious readers—some of which include your prospective customers.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

6 Keys to Successful Contact Center Technology Change Management

inContact

Change is hard. As humans we are creatures of habit. Some of us have a hard time adjusting to a change in laundry detergent (you want me to switch from Tide to Gain?!) , so it is only natural that we and our agents sometimes have difficulty accepting and adapting to changes in our contact centers. Studies have concluded that 70% of change initiatives fail for a wide variety of reasons.

Does Your CX Management Program have an Expiration Date?

MaritzCX

What do you expect will have to change in your CX program a year from now?

Building a fintech ecosystem: Why customer experience should come first

Vision Critical

If banks weren’t already feeling the pressure from financial technology (fintech) startups, they should be now: Fintech companies are officially mainstream.

Why Your Company Needs a Journey Room

CX Journey

Today I'm pleased to share a guest post by John Zilch with Dun & Bradstreet. A few years back, I was working at a mid-sized software company and was part of a project team looking to overhaul our pricing and packaging.

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.