December, 2016

Trending Sources

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.

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.

Customer Service Trends to Look for in 2017

Comm100

We hope your customer service department saw a lot of improvements in 2016. But no matter where you stand at the end of the year, every team is wondering the same thing: what will 2017 bring?

How to Build Great Customer Journeys

Make Each Touchpoint a Meaningful Experience

More Trending

The Subtle Differences Between Customer Support and Customer Service

Kayako

The term ‘customer service’ evokes nostalgia for sales clerks in long aprons in country town emporiums. Some see it as the old-fashioned version of customer support. Many people can’t distinguish between terms ‘customer support’ and ‘customer service’. It’s confusing!

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.

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.

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.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

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?”

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!

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.

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.

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.

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.

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!

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.

How NOT to ask for customer feedback: a shocking example from Sky TV

ijgolding

Having been involved in the world of Customer Experience for many years, nothing should really surprise me – I have very much witnessed the good, the bad and the ugly of business behaviour. However (there is usually one of those in my posts!!),

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.

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.

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.

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.

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.

5 Customer Satisfaction Templates You Can Use Right Away

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

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 Make Customer Experience a Priority for the Whole Company 

ijgolding

In my exclusive column for CustomerThink last month, I shared my “ top tips ” for creating the right culture to enable an organisation to become genuinely customer centric.

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.

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.

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 Grow

Promoter.io

Achieve Stellar Customer Service with the Aloha Principle

360Connext

Hawaiians have a reputation for delivering stellar customer service. They seem to always maintain a genuinely warm and friendly manner when dealing with their clients, making it virtually impossible to feel dissatisfied even after experiencing some sort of service failure.

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?