January, 2018

Improve Customer Experience with the Help of These 4 Teams

Kayako

When we talk about customer experience, many of us think about support. We think about the touchpoints between customer and business when the customer needs help buying or using a product. These interactions make up part of the customer experience, but not all of it.

How to Create the Perfect Customer Satisfaction Survey: Questions, Tips & Templates

Comm100

Running a successful business requires more than just a great product — it also means that you need to please your customers and ensure their satisfaction. However, knowing whether or not you are delivering service that meets their expectations can be difficult if you don’t reach out to them.

Forget About the Wow. What Should You Fix NOW?

360Connext

Customer experience repair and improvement can be completely overwhelming! There are so many areas to tackle. Those surveys don’t develop and send themselves. Then you simply must understand the journey by undertaking a robust customer journey mapping process.

CEM 284

Speed is Leading Indicator of Great Customer Experiences, No Matter the Channel

inContact

When it comes to delivering exceptional customer experiences, true omnichannel service and quick resolution go hand-in-hand.

Build a bot with the Genesys PureCloud platform and Amazon Lex

Take a front-row seat to hear how this contact center integration will upgrade your IT infrastructure. Learn how to practically apply Amazon Lex and machine learning to replace your legacy IVR and overcome common IVR problems.

More Trending

Get The Ball Rolling – Motivating Staff After The Holidays

BlueOcean

It was the most wonderful time of the year and although some staff members are ready to get back into action straight away for the new year, some staff members need a little nudge.

PPV Customer Service Case Study: Cable Company Avoids a TKO

TechSee

In anticipation of the biggest boxing fight of the year – Floyd Mayweather Jr. vs. Conor McGregor- a major US cable company had high expectations.

2018: New Ways Cloud Will Enhance Customer Care

inContact

So many companies are enjoying the benefits of having moved their contact centers to the cloud over the past few years. Often companies started with a small deployment in one department and gradually grew that implementation to encompass all the contact center applications in the business.

B2C Influence on B2B Customer Expectations

MaritzCX

There are obvious differences in the way B2C and B2B companies engage, interact with, and serve their respective customer bases. Traditionally, this was appropriately based on significant differences in expectations from those customer groups.

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How to Create an Exceptional Customer Experience

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

Best of the Podcast: How to Create A Path for CX Leadership with Google’s VP of Ads and Commerce UX

Customer Bliss

Happy New Year! I’m still on vacation from new podcast recordings, and during this interim, I’m replaying 3 of my most popular podcast episodes of 2017. Have you listened to The Chief Customer Officer Human Duct Tape Show ?

How to Tell if Your Favorite Brand Monitors Social Media

Steve DiGioia

This original article was written by Steve DiGioia. Do you reach out on social media to the businesses you purchase from? If not, why not? Your Facebook or Twitter account provides an opportunity to let them know how happy you are with their product – or not!

AI and Customer Care: The Future is Here

BlueOcean

Siri, Alexa, and OK Google… these are the virtual interactions that Sci-Fi movies have portrayed for decades past. The future is, it seems, here at our fingertips. These technologies are sparking new expectations in today’s consumers on an almost daily basis.

3 Tips to Make You Overcome Fear of Disruption

360Connext

Disruption is a word that can inspire fear. After all, disruption is what led to the fall of many companies who considered themselves “too big to fail.”

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Customer Experience Transformation in Telecoms

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

The Top Five “Must Have” Contact Center Phone System Features

inContact

Are you one of the almost 40% of organizations that say reducing effort to improve the customer experience is their primary contact center goal for 2018?

Mirror, Mirror on the Wall, Who is the Most CX Elite of Them all?

MaritzCX

Do you, your team, or company exemplify exceptional customer experience? If so, the nomination period for the second annual CX Elite Awards from MaritzCX are now open.

Take Action Against These 4 Culprits That Hinder Customer Experience Growth

Customer Bliss

As we start off 2018 with the focus of continuously improving customer experience work, talking about the role of the Chief Customer Officer (CCO) is a great place to start.

Are You a Customer Forensics Specialist?

Wired and Dangerous

DNA had been a star in recent years. TV shows make it the centerpiece of crime solving programs; the news media throw the label around like they might WMD’s or TSA. DNA is a nucleic acid that contains the genetic instructions used in the development and functioning of all known living organisms.

The Ten Commandments of Customer Service

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

11 Examples of Exceptional Customer Service From Companies That Walk the Walk

Promoter.io

At one point or another, most of us have had an experience with a company that we would classify as exceptional customer service. Maybe it was a pizza restaurant that threw in an extra order of breadsticks to show you that they appreciate your repeat business.

Are You Destined To Be CEO?

Beyond Philosophy

Popular belief has long held that oldest children are responsible, high achievers. And recent social science research indicates that this trait extends to their careers.

Best Practice Number Three: Avoid Silo Channels

inContact

The last entry detailed how designing your automation based on existing live agent behavior is essential to a consistent and efficient customer experience.

Mirror, Mirror on the Wall, Who is the Most CX Elite of Them all?

MaritzCX

Do you, your team, or company exemplify exceptional customer experience? If so, the nomination period for the second annual CX Elite Awards from MaritzCX are now open.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

Whats the Key to a Strong CX Foundation? Be Obsessed with Your Customers

Customer Bliss

Is your company customer obsessed? If not, it should be! Tamar Cohen , Head of US Customer Experience for Zoetis , a leader in animal health services, shares how she led the leadership team in building the company’s CX platform and organization from the grounds up.

Is Your Service Eye Candy?

Wired and Dangerous

Eye candy. It is such a really cool label. It should be a phrase that has a terrific reputation. After all, who doesn’t like candy? And, “a sight for sore eyes” is a positive and encouraging statement. Most of us see too much plain vanilla and drab stuff.

How to Draft Effective Customer Satisfaction Survey Questions for Hotels & Tourism

Comm100

Hotels and tourism simply wouldn’t exist without the positive perceptions of the people who use them.

Can you transform angry customers into loyal ones?

Vision Critical

An angry customer is still a customer—until they’re not. That’s why it’s important to keep your cool when concerned customers reach out to your brand, especially in the age of social media, where a misstep can go viral quickly.

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.

BPO Giant Webhelp Relies on NICE inContact for Omnichannel Capabilities

inContact

On its way to becoming an international powerhouse in business processing (BPO) and customer experience outsourcing, Webhelp partnered with NICE inContact back in 2010.

B2C Influence on B2B Customer Expectations

MaritzCX

There are obvious differences in the way B2C and B2B companies engage, interact with, and serve their respective customer bases. Traditionally, this was appropriately based on significant differences in expectations from those customer groups.

B2C 260

Lead with Purpose; IKEA Founder Ingvar Kamprad Leaves Behind a CX Legacy

Customer Bliss

Ingvar Kamprad, Founder of IKEA , recently passed away in Sweden, leaving quite a legend behind him.

How We make Decisions – Prospect Theory

Beyond Philosophy

Prospect Theory is the name of the concept developed by Nobel-prize winning professor Daniel Kahneman and Amos Tversky, who were the “Godfathers of modern decision science.” It describes the hidden influences that exist that drive our behavior—and they aren’t what you think.

Hotels 151

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?