October, 2017

Why Are Customers So Rude, Stupid, Entitled? (Or Important!)

Comm100

Many of you will be familiar with Google’s autocomplete feature – the suggested phrases which pop up when you start to type in a word or phrase, based on phrases other people have searched for.

Equifax customer experience: “No law can fix stupid”

Customer Bliss

You have probably heard of the Equifax scandal by now, which has ratcheted up to being called “a tragedy.” ” 143 million accounts — that would be equivalent to about 40% of the people in the United States — were compromised.

What Happens To CX If CVS Buys Aetna?

Experience Matters

CVS made an offer to buy Aetna for more than $66 billion. While there may be a lot of value in a combined company’s increase in power in drug distribution, what might this healthcare vertical integration mean for customer experience? My take: CVS and Aetna have totally different relationships with consumers.

Declaration of War? North Korea and What Americans Think About Recent Threats

QuestionPro Audience

In July 2017, North Korea announced that it had fired the first intercontinental ballistic missile capable of hitting the United States’ mainland. President Trump responded by using his favorite social media platform, claiming that the North Korean leader and its government had nothing better to do.

The Essentials to Scaling Your Customer Success Program

Most tech companies start with a barebone customer success ‘program’ that is reactive. As revenue grows and the go-to-market strategy is identified, founders quickly realize they need a proactive program that goes beyond basic customer services. By now the team may have a CRM program to manage customers and a basic set of steps they put the customer through. This simply isn’t enough to grow your customer relationships to their full potential value. You need a customer success program to grow quickly and to serve many through scale. This is where the right people, processes and technology come into play. Join Emilia D’Anzica, a customer success and engagement strategist, as she walks you through customer success essentials to consider as you grow your company and customer success team. During this webinar, you will learn core pillars of customer success by: Putting yourself in your customer’s shoes. Shifting your strategy to a Growth mindset. Building a scalable customer success framework. You'll walk away with actionable steps for you and your team to leverage immediately. When: November 14th at 11AM PT (2PM ET, 7PM GMT)

Long-term care needed: The cure to health care’s patient experience problem

Vision Critical

This article is a guest blog post from Ed Bennett, a digital strategy expert and president and CEO of Ed Bennett Consulting. To hear more insight from Ed on patient experience, watch our webinar, Diagnosing disruptions: De-risking decisions in health care’s digital age. .

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

ijgolding

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….

More Trending

The 3 Trends Customer Experience Professionals Can’t Afford to Ignore

Beyond Philosophy

. The Three Trends You Can’t Ignore in CX Today. As a Customer Experience professional, understanding three trends today is imperative. Without accepting these tenets, you are thwarting your success before you even begin.

The Best CX Leaders ROCK at These 3 Things

360Connext

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!?)

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10 trends changing customer expectations

NewVoiceMedia

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.

5 Ways to Break Down Digital CX Silos

MaritzCX

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.

See the PureCloud call center in action

All cloud contact centers are not created equal. Register now for an upcoming live demo covering supervisor, admin, and agent experience in PureCloud!

Net Promoter Score: Fact and Fiction

Experience Matters

It seems like every year I get a surge of questions about Net Promoter® Score (e.g., NPS®). Well, it’s that time of year. Rather than re-writing my answers, I decided to share a webinar that I recorded a few years ago.

Are You Making This All-Too-Common Marketing Mistake? Too Many Companies Have It All Wrong With Their Call to Action! - Frank Reactions

Tema Frank

Does a Commanding Call to Action Send Customers Running Away? How Well Will This Call to Action Work? We’ve all seen it. And heard it. Call Now! Buy Now! Like us on Facebook! . The ads order us to take action. But do we obey?

Millennials are reshaping how the health care industry does business

Vision Critical

“Young people need to be asked what matters, not told what matters.”. Jeff Martin, CEO and founder of Tribal Brands. The “Me, Me, Me” generation. The digital natives. The Echo Boomers.

Customer Service & CX Leaders Make the Best Magic TOGETHER

360Connext

The first week of October is both Customer Service Week and the week of CX Day! This week of celebrating success through CX and better customer service is an important reminder that we all serve a role in this. But customer service has a special place in the way a customer feels about your brand!

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.

9 Unmissable Reasons Why You Need to Care about Social Media Customer Service

Comm100

Introduction. In 2013, Amy’s Baking Company became famous overnight after premiering on a particularly dramatic episode of Gordon Ramsay’s “ Kitchen Nightmares ” – a reality TV series that followed Ramsay’s attempts to help struggling food establishments improve their business.

Every Day Should Be CX Day

MaritzCX

An American song artist once wrote, “Every day I’m shufflin’ shufflin’ shufflin’”. Really, that sums up what customer experience (CX) should be—something you do every day. Having a pleasant CX experience isn’t a destination or goal you achieve, but rather, a mindset you have.

Why Live Chat is a Vital Part of Your Support Model

Kayako

Live chat plays a significant role in your support model yet most live chat experiences still end in frustration! That’s because businesses are failing to focus on the right business objectives. The importance of live chat can’t be underestimated.

Contribute to Journey Mapping Body of Knowledge

Heart of the Customer

Last year, Heart of the Customer and the CXPA partnered to discover the state of the art in journey mapping in our first “Journey Mapping Best Practices” survey. We’re now launching our second annual survey.

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Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

The Ultimate CX Infographic, 2017

Experience Matters

Once again, Temkin Group is publishing a new infographic as part of our CX Day celebration. Take a look at last year’s ultimate CX infographic. Here are links to download different versions of the infographic: Infographic: in.jpg format, in.pdf format 18″ x 24″ poster: in.jpg format, in.pdf format This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.”

How to launch NPS nicely

AskNicely

Not all software launches are created equal. On one end of the scale are the simple launches. You know, the ones where you pay someone — in some cases a large sum of — cash to get your shiny, new software up and running.

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Customer-Centric Netflix Wins Big in the Most Surprising Way

360Connext

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.

NPS: Using It Correctly

MaritzCX

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.

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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.

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

Comm100

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?

Where Customer Support and Customer Success Goals Overlap

Kayako

It should never be customer success vs customer service. Yet, somehow these departments have been separated.

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.

Mitchell Hanson and Ezekiel J. Rudick Join the AskNicely Team

AskNicely

All good things come in twos… Biscuits and gravy. Fish and chips. Rocky I and Rocky II. Mitchell Hanson and Ezekiel Rudick.

Turning Your Contact Center into a Profit Center by Leveraging Chat

Speaker: Tony Medrano, CEO of RapportBoost.ai

Technology has allowed for more instant communications, creating a new opportunity for businesses to connect with customers. Live chat as a communication channel has significantly grown in recent years as the leading digital contact method, according to J.D Power. Join Tony Medrano, CEO of RapportBoost.ai and Heidi Rote, Director, North America Sales Center of Jenny Craig, as they present real case studies of how live chat drives engagement, order size, conversions, and allows agents to build relationships with customers.

Give the Gift of a Good Customer Experience – Ask What They Want

inContact

Have you ever excitedly anticipated a birthday present, and been slightly disappointed when you got it? Maybe you had something in mind that you were hoping to get, and you thought to yourself, “I wish they’d just asked what I wanted, instead of guessing.”

Ohio Mutual Insurance Group Automates VoC Program to Differentiate Their Business

MaritzCX

Fierce Competition in the Property and Casualty Insurance Market Founded in 1901 and based in Bucyrus, OH, Ohio Mutual Insurance Group writes more than $220 million in premiums each year – covering homes, autos, farms and commercial properties in seven states through 400 independent partner agents.

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The Seven Deadly Sins of Bad Customer Service

Comm100

Before “customer service” was even a thing, the Seven Deadly Sins existed as a guideline for moral living. Perhaps somewhat surprisingly, some of these “old school” lessons still have a place in the society of today, and have significant overlap with bad customer service practices. avaritia / Greed.

What Are the Important Customer Success Metrics

Amity

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.

Moving Customer Service to Customer Experience and How It Benefits Your Business

Speaker: Kristina Evey, Customer Experience Strategist, The Customer Experience Podcast for Business Leaders

This webinar will do a deep dive into the mindset, processes and methods of building a successful Customer Experience. The psychology behind consumer behavior and experiences will be addressed as a foundation leading to the methods to build connection with customers to drive loyalty. The specific actions and strategies crucial to driving a solid CX will be explained in relevant ways to enable attendees to make a difference in their own organizations.