October, 2017

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


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.

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….

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. .

How Omnichannel Ready Are You?

In this white paper, we will highlight some very common customer support problems that exist in most E-commerce businesses. Our intent to provide you with a solution that will set your business apart from your competitors so you can attract and retain your customers better.

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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.

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.

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


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!

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.

Why Live Chat is a Vital Part of Your Support Model


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.

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


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.

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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Every Day Should Be CX Day


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.

Frost & Sullivan White Paper–CX Innovation Through Agile & DevOps

Organizations are continuously improving their CX systems in an effort to keep up with customer demands. Automation increases quality and accelerates innovation. Learn how adopting Agile/DevOps will accelerate innovation and exceed customer expectations.

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.

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.

Where Customer Support and Customer Success Goals Overlap


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

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?

eBook: Top 6 Benefits of Improving CX Assurance

More and more organizations understand the value of delivering a high-quality customer experience and investing in improving their CX assurance processes. Automating testing and monitoring, top the list of ways to improve their CX assurance efforts.

Where Has All The Loyalty Gone?

Michelli Experience

“Where Has All The Loyalty Gone? – Long Time Passing”. sung to a Peter, Paul and Mary melody. A long, long time ago (20 years) in a galaxy far, far away (actually main street USA) customers were basically loyal to brands.

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.

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Important CX watch: Danny Meyer on 60 Minutes

Customer Bliss

Above is the profile of restaurant entrepreneur Danny Meyer (Union Square Cafe, Shake Shack) which aired on 60 Minutes last Sunday. You can read an associated article here. As many of us probably already understand, the restaurant industry has razor-thin margins.

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.

How to Create an Exceptional Customer Experience

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

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.

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The Seven Deadly Sins of Bad Customer Service


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.

The Live Chat Revenue Opportunity: Get Customer Engagement Right to Grow Your Business


Live chat’s opportunity to grow a business is taken for granted. Many businesses are missing out on the opportunity live chat offers. It can drive leads, sales, and revenue. Live chat is often seen as an online support tool for existing customers.

What Halloween Has Taught Me About Customer Experience


Halloween night 2007 was the perfect Halloween. I was old enough to go trick or treating without an adult, but young enough to not have my neighbors wonder why I was still asking for candy. My younger siblings were in bed being too little to join in on the candy collecting festivities of the evening.

Customer Experience Transformation in Telecoms

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

Getting Your Board to Embrace Customer Experience, With Maury Kask – CB72

Customer Bliss

Episode Overview. In our conversation, Maury Kask walks us through his journey from pitching the Board of Directors to engaging people across the company to being named Chief Experience Officer. Much of his methodology is rooted in seven work streams.

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.

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.

10 Contact Center Management Mistakes & Best Practice Tips to Fix Them!


Contact center management is a difficult job. Even as an outsider, if you’ve spent any time at all working alongside a call center or contact center you’ve probably seen the same mistakes being made by management over and over regardless of the company, the market, the product or customer base.

The Ten Commandments of Customer Service

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