March, 2017

{Infographic} Revisiting Convenience – Lessons from H2O

Michelli Experience

Business Customer Engagement Customer Experience Customer Service Customer Value Employee Engagement Human Performance Joseph Michelli Leadership Keynote Differentiation The Michelli Experience

Why Exceeding Customer Expectations Can Make or Break a Business

Kayako

Identifying the service our customers want can be like trying to hit a clay-pigeon. We want to do our best to deliver the best support to our customers. But your customer and their desires can be moving targets.

Brainshark B-B Chief Customer Officer Diane Gordon – CB42

Customer Bliss

Episode Overview. Diane has an interesting background for a CCO — she actually began as a technical writer.

What’s the State of Work-at-Home in Customer Care in 2017?

BlueOcean

About five years ago, we entered a discussion with a prospective client. They had been outsourcing their customer service to a call center with a predominantly “work-at-home” (WAH) model and one of the first questions they asked us was about work-at-home agents.

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

How to Build Customer Trust One Interaction at a Time

Kayako

In the age of disloyalty , it’s easy for your customer to jump ship from one subscription business or ecommerce store to another. How do you make a customer feel respected and gain their trust? Customer trust is a reciprocal behavior to what they receive.

Why Values Matter to Your Customers

Customer Bliss

Guest Post by Rocky Romanella, author of Tighten the Lug Nuts: The Principles of Balanced Leadership. Your character and reputation are a direct reflection of your values. Rocky Romanella, author of Tighten the Lug Nuts: The Principles of Balanced Leadership.

3 Myths that Prevent You from Understanding Customers

360Connext

I get a lot of “what a cool job!” when I describe what I do. It sounds so glamorous. And everyone is a customer, so of course I hear about the worst customer service they ever had, or less frequently, the very best they’ve experienced. It is awesome. I love what I do.

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Digital Engagement on the Voice Channel

Jacada

Jacada is dramatically improving the experience of customer service at contact centers around the world. By providing the option to pivot an inbound call to a digital session, customers are able to bypass long hold times and effectively self-service their inquiry.

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.

7 Crucial Questions to Ask in the Contact Center Procurement Process

BlueOcean

Some of our most popular blog posts are the ones that help potential clients navigate their way through the procurement process for contact center services – especially content that looks at what questions to ask potential vendors.

{Infographic} McMobile – Will McDonald’s Mobile Strategy Kill the Drive-thru?

Michelli Experience

Business Customer Engagement Customer Experience Customer Service Customer Value General Human Performance Joseph Michelli Employee engagement Infographic Management mobile The Michelli Experience

8 Customer Service Skills to Boost Your Career

Kayako

Continuous professional development can transform your career trajectory. For a customer support rep, you can become better at your job in ways you never expected by developing the right skills.

Customer Experience Labs: Your Strategic Weapon

Customer Bliss

When I work with clients, I always set up a “customer room,” which is another way of thinking about customer experience labs. I’ve written about this idea a few times , including in Chief Customer Officer 2.0.

How to Create an Exceptional Customer Experience

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

Planning for Crisis Management with a Customer Focus

Wired and Dangerous

On January 28, 1986, the world watched in horror as the Space Shuttle Challenger broke apart 73 seconds into its flight, leading to the deaths of all of its seven crew members. Part of the massive media coverage was the fact that Christa McAuliffe was one of the seven.

Increasing the Efficiency of Digital Customer Service

Jacada

Today, digital innovations have sparked a transformation in the rules of customer engagement, a new age of customer service being driven by the customers, themselves.

Customer-led rebranding: How Price Chopper uses customer insight to thrive in the grocery industry

Vision Critical

What do you need to succeed in a traditional and established multi-billion dollar industry like the grocery market? Price Chopper Supermarkets, an American grocery chain with 136 stores, has one answer: customer insight.

{Infographic} When The Customer Is Wrong – Should The Business Be Right?

Michelli Experience

Business Customer Engagement Customer Experience Customer Service Customer Value Human Performance Joseph Michelli Leadership Consulting Leadership Keynote Customer Experience Design Infographic Management The Michelli Experience

Customer Experience Transformation in Telecoms

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

You’re Probably Measuring Customer Satisfaction Incorrectly

Kayako

How satisfied your customer is can depend on a lot of things: your product, your customer support team, your marketing and advertising, your branding, their interactions in your store, your website, your in-store staff… the list goes on.

How does a customer-focused CEO make decisions?

Customer Bliss

We’ve talked before on this blog about the need to be a customer-focused CEO. But since CEOs are often the major decision-maker within an organization, it’s important to understand the decision-making styles of customer-focused CEOs.

Want To Sell Service Design? Get A Trojan Horse

Kerry Bodine

This post originally appeared in my regular column in Touchpoint Journal , published by the Service Design Network.

Artificial Intelligence and Better Customer Service go Hand in Hand

Jacada

For over a century we have been using machines, and as technology has advanced, they have taken on an increasing role in our lives, carrying out a variety of daily tasks. Today, it is safe to say we are even dependent for many things on machines designed to act intelligently.

The Ten Commandments of Customer Service

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

Here’s How to Continually Give Great Service Even After 39 Years

Steve DiGioia

This original article was written by Steve DiGioia. Following in his father’s footsteps as a baker, and at the age of 23, Armando Leyva and his wife Lorely, started their own bakery business.

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When The Customer Is Wrong – Should The Business Be Right?

Michelli Experience

In 1909 Harry Gordon Selfridge, the founder of Selfridge’s department store, is credited with saying, “The customer is always right”. Through the years, a number of my colleagues and I have emphasized that the customer is not always right but they are always the customer.

#SXSW: Emerging AI with a Focus on Greater Experiences

360Connext

It’s been an eventful few days during my latest pilgrimage to the South By Southwest (SXSW) Interactive Festival in Austin, Texas. Yes, I’ve had my share of good barbecue, live music and a few margaritas. Copyright 2017 · 360Connext.

Chief Customer Experience Officer – San Antonio International Airport, With Karen Ellis – CB44

Customer Bliss

Episode Overview. Some people love flying, but many view it as a hassle — and a big part of said hassle is the airport itself.

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5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

It’s Your Turn For Voice Search

Storyminers

It’s not them , it’s you. Have you used voice search yet? The answer is probably yes if you’ve got an Amazon Echo or a smart phone. Have you used voice search in your business to improve your customer’s experience yet? The answer is probably no, but it shouldn’t be.

In 2020, Customer Experience will Overtake Price and Product Quality as the Key Brand Differentiator

Jacada

Why Digital Customer Service Should be a Top Priority. For a long time, companies have realized the importance of customer loyalty. Having a “good name” in business meant that people recommended buying from your company again and again. Read More. Jacada Blog

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To boost customer loyalty, telecom companies need to go beyond NPS

Vision Critical

Telecommunication companies are under immense pressure to provide better, faster services. According to Jen Palmer from T-Mobile , “If we don’t provide the service our customers want, expect and deserve, they can leave us.”

{Infographic} The ABCs of PCT & Its Critical Role in Outstanding Customer Experiences

Michelli Experience

Customer Advocacy Customer Engagement Customer Experience customer loyalty Customer Service Customer Value General Human Performance Joseph Michelli Leadership Keynote Patient Experience Keynote Customer Experience Design Differentiation Perceptual Control Theory The Michelli Experience

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.