October, 2017

Customer Effort: How to Make Things Difficult for Customers, by Premier Inn


This is the not the first article I have written about the subject of Customer Effort. In 2014, I wrote a story that still makes me break out in a cold sweat today. On that occasion, Vauxhall provided the case study to bring Customer Experience ‘theory’ to life. You can read the story here….

Why Businesses Need Social Media


This article was written by Kristen Herhold. Kristen is a content writer and marketer at Clutch , a B2B research firm in the heart of Washington, D.C. Connect with her on LinkedIn , or reach out with any questions, comments, or concerns at kristen@clutch.co or 202-840-6690.

The Best CX Leaders ROCK at These 3 Things


For those of us who’ve studied CX for decades, seeing it featured as a “new topic” is a little jarring. It seems every business article now mentions the customer’s journey as if that’s a new revelation. The journey is just as important as the product!” Who knew!?)

10 trends changing customer expectations


The essential principles of customer service are timeless, but consumer expectations are not. Customers have always wanted a friendly, efficient and reliable service, but with the development of new technology, their expectations have been raised. They want a more efficient service than before. They don’t just want friendly; they want to feel like the service has been personalized for them. The old adage of "know your customers" is also still as true today as it ever was.

Customer Experience Transformation in Telecoms

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

More Trending

Developer Roundtable: How to Get App Reviews


Online reviews play a major role in shaping the purchase decisions of today’s consumers.

Customer-Centric Netflix Wins Big in the Most Surprising Way


Netflix recently made news with their amazingly funny and warm cease and desist letter to fans of the show Stranger Things. While the intent of the letter was still clear, and technically a request from the legal team, the tone of the letter is what got people talking.

Are you ready for the customer-led economy?


To many CEOs it’s an unwelcome development, but one that’s undeniable – businesses are no longer in charge. Companies are not the only ones with information, power and technology. Consumers are armed with a smartphone, and this single device has changed the business to consumer relationship.

5 Ways to Break Down Digital CX Silos


What are some best practices for developing a digital customer experience across silos especially when different product owners have different roadmaps? In a perfect world, all organizations would operate like a well-oiled machine.

The Ten Commandments of Customer Service

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

Make Chat a Success in Your Contact Center – 5 Best Practices


Are you looking into implementing chat as a new channel in you contact center? Or are you already using chat, but looking into how to improve the way you manage the channel? Here are some best practices that may help make chat a success in your contact center.

Lead People Not Technology: Interacting to Succeed

Michelli Experience

Recently an interviewer asked me a frustrating question, “Why are we constantly watching leaders on television who are boastful and self-serving?”. My answer, “B ecause the leaders we see on television in the United States are predominantly politicians. Those politicians, be they Republican or Democrat, often place their political careers above the broader issues of the country. Those are NOT the leaders who inspire me every day. ”. Consulting in the C-Suite.

You Need a Jointly Owned Social Media Customer Service Strategy ASAP – Here’s Why


Introduction. Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. You know the “what” and they “why” of social media support, but who within your company should be the one to own this new platform?

Why You Need To Measure Journeys—Not Just Touchpoints

Kerry Bodine

The concept of customer journeys isn’t new to the customer experience world. Yet it’s taken some time for organizations to evolve from simply creating journey maps to actively using the journey as a framework for how they do business.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

Why bad customer service is burning your bottom line


We’ve all experienced bad customer service. Waiting for what seems like hours on hold just to ask a simple question, being juggled from person to person and never receiving the help we need, rude representatives making us feel like we’re wasting their time with our inquiries. However, despite the fact that we’ve all found ourselves in these situations, our patience for it is growing thin.

Advanced Analysis of Nissan’s Customer Acquisition and Retention Program Shows Increase in Sales and Service Scores


As an organization, Nissan has pride in their brand and in being innovative when it comes to focusing on and driving their customers’ experience. They strive to deliver a superior experience tailored to customer demographics.

Chatbots and RPA: Changing the Future of Customer Service


Today, leading brands and service providers are turning to the amazing cognitive technology offered by “chatbots” to better manage and automate the customer service experience.

How to get Started on Customer Experience Transformation


Everyone is talking about customer experience and most companies have NPS (net promoter scores) and CSAT (Customer Satisfaction ) scores , but don’t confuse this with making CX a business priority for your company. There is as a significant difference between the theory of CX and the best practices.

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.

Preparing Employees to Deliver a Great Customer Experience

CX Journey

Image courtesy of Pixabay I originally wrote today's post for CallidusCloudCX. It was published on t heir blog on April 24, 2017. When you think of the phrase "inside out" relative to the customer experience, you probably cringe.

What Are the Important Customer Success Metrics


Ask anyone in sales or customer support regarding important customer success metrics, and almost always, churn is mentioned. Churn is short for ‘churn rate’ and refers to the percentage rate of customer loss or customer defection.

Proving the ROI of the Chief Customer Officer Role, With Enrique Gomez Alonso – CB71

Customer Bliss

Episode Overview. Multi-time CX leader Enrique and I have a frank conversation about when it’s time to evaluate if the CX role you’re in has the advocacy you need to be successful, and how to get traction when you’re in the right environment for success. . About Enrique.

NPS: Using It Correctly


Introduction In 2003 Fred Riechheld introduced the Net Promoter Score (NPS) as the “one number you need to grow” within the customer experience field. Since that time, many companies have adopted this measure.

5 Customer Satisfaction Templates You Can Use Right Away

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

3 ways of calculating the ROI of customer relationship intelligence

Vision Critical

Calculating the ROI of ongoing customer engagement is easier than you think. The key is to follow practical frameworks that tie the insight you get from customer relationships to measurable business results.

ROI 49

What does it really mean to be a Customer Experience Professional?


Last week I had the honour of being a judge at the 8th annual UK Customer Experience Awards. The fact that I have now been a part of this yearly celebration for all 8 of those years (as a finalist, winner and judge), makes me feel rather old.

Break Down #CX Barriers with Storytelling

CX Journey

Image courtesy of Pixabay Have you used storytelling in your customer experience management journey? The art of storytelling is an important one in the customer experience world.

When Customer Service Creates Customer Validation


Many people think of customer service as a department. If you’ve been following me, you’ll know my belief is that customer service is a philosophy , not a department. It should be embraced by every employee, regardless of their job and how long they’ve been there.

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?

Solving the Great Customer Experience Puzzle

Wired and Dangerous

Puzzles are fun…especially, on a rainy day when there’s no ballgame on television. Puzzles can be a great bonding experience for families. Putting a puzzle together has a lot of similarities with consistently creating a great “5-star” customer experience.

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10 truths about social customer service


Social media has changed the rules of customer service. There was a time when if a customer wanted to complain, they’d have to dial the customer service number and then wait in a queue for 10, 20 or 30 minutes. If they were a bit irritated when they picked up the phone, they were likely to be fuming by the time they got through to an agent. This was partly due to the long wait, but also due to the fact that this set-up led to customers not feeling in control or valued in any way.

The Top Technology Trends To Watch: 2018-2020

Forrester's Customer Insights

I’m excited to announce we just published our 2017 edition of Forrester’s top technology trends to watch. This report continues to be one of our most popular reports, and I’m privileged to lead it every other year.

What it takes to be a Customer Experience Professional – My CX Journey, by Carlton Gajadhar


7 Steps to Elevate Your Customers' Experience

Learn how to walk through your customer's journey in order to improve their satisfaction and engagement