January, 2017

Customer Service Trends 2017: An Effortless Customer Experience is Vital for Loyalty

Kayako

“In the old world, you devoted 30% of your time to building a great service and 70% of your time to shouting about it. In the new world, that inverts.” ” – Jeff Bezos CEO of Amazon. Customers expect top-notch service, with no patience or loyalty for companies that don’t provide it.

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How 6 marketing leaders plan to improve customer experience

Vision Critical

Two-thirds of CMOs are now on the hook for improving customer experience (CX). Despite all the recent buzz about CX becoming a bigger part of the marketing function, however, CMOs have yet to really step up to the plate.

Trending Sources

Yes, good CX is tied to revenue gains

Customer Bliss

A question I get sometimes: “Of course we want to value customers, but is doing so definitely tied to revenue?” ” The answer is unequivocally yes. I’ve been talking about this for years, as have many of my colleagues, professional acquaintances, and friends.

3 Powerful No-Sweat Customer Experience Quick Fixes

360Connext

Working day after day on the same set of projects and goals can make us a little complacent about what customers really need from us. Too often, we convince ourselves that what happens within our walls doesn’t have a direct impact on the experiences we deliver.

The New Standard: Why Employee Obsession Matters

We often hear about putting the customer first, or the famous saying: the customer’s always right. But at TaskUs, we put the employee before our customers and before our shareholders. Read our eBook to learn more about why we focus on the employee experience.

More Trending

Is Net Promotor Score still the best metric for measuring Customer Satisfaction?

Jacada

Developed and first introduced in 2003 by Fred Reicheld, Bain and Company and Satmetrix, Net Promoter Score® (NPS 1 ) has become somewhat of the definitive metric for gauging customer satisfaction and loyalty. Consistently in use by over 66% of Fortune 1000 companies and tens of thousands of customer-centric organizations worldwide, NPS has certainly had a profound influence on global marketing, business strategies, tactics and techniques.

What Makes Customers Unhappy? Avoid These 3 Pitfalls

Customer Bliss

Guest Post by Michael Becker, content strategist at Sharpen. Better customer experiences equal happier customers. And happier customers are what carries business forward. They buy more, buy more often, and share their experiences with others.

How to Make Customer Experience Magic with Co-Creation Sessions (part 1)

360Connext

Are you looking for ideas to help improve the experience you’re delivering to customers? Customers are often full of great ideas, but they’re waiting for you to ask! We often focus on the negative feedback we get from customers.

Customer service skills: What does it take to make a great contact centre manger?

NewVoiceMedia

Contact centres act as the front-line for many businesses. They are the point of contact where customers and companies meet to resolve issues and buy products and services. Operating at their best, contact centres play a fundamental part in creating a positive customer experience.

Customer Experience Transformation in Telecoms

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

Mystery Shop Program Design in Financial Services

MaritzCX

In an earlier blog, my associate—Al Goldsmith—talked about what Mystery Shopping is used for. In essence, it is used to measure against service metrics in an effort to identify gaps in customer service delivery.

New Year, New Resolutions: Four Brand Strategies that Will Increase Customer Satisfaction in 2017

Calabrio

This time of year, many of us are working to evaluate and solidify our goals for the coming year. At Calabrio, we know that to achieve those goals, successful companies are constantly analyzing what is and is not resonating with customers and driving those insights back into the business.

Creating the ultimate fan experience in a $1.5 billion stadium: Tips from the Atlanta Falcons and Atlanta United FC

Vision Critical

Photo credit: Streeter Lecka / Getty Images. It’s shaping up to be a big year for the Atlanta Falcons. After beating the Green Bay Packers in the NFC championship, the team is set to face off with the New England Patriots in Super Bowl 51 in Houston on February 5. .

What will CX look like in 2017?

Customer Bliss

Over the holidays, I read two interesting articles about customer experience. The first one, from Forbes , is called “Five Bold Expert Predictions For 2017.” ” (I am not among these experts, no.)

The Ten Commandments of Customer Service

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

How to Embed a Customer Experience Framework 

ijgolding

In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric.

Innovative Service Requires Character!

Wired and Dangerous

“Would your work practices change if your son or daughter was watching you in order to learn life lessons?” my business partner, John Patterson asked a group of senior leaders.

Here Comes CXFusion 2017

MaritzCX

In the hustle and bustle of our lives, there usually isn’t enough time to keep up with the nuances of our industry. Events such as CXFusion can fix this. What better way to get up to speed and further your career than by attending a conference where not only top influencers attend, but also where.

Hedonic adaptation: Today’s customers’ need for change, variety and improvement

NewVoiceMedia

There’s a natural tendency for human beings to grow accustomed to any condition–positive or negative–over time. This is called the psychological principle of “hedonic adaptation.” .

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5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

How to Apply Analytics at Every Stage of the Customer Lifecycle

Calabrio

Customer expectations are high at every stage of the customer lifecycle. In order to stay competitive in today’s crowded market, companies must not only meet those expectations, they must exceed them.

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Customer strategy: Crawl, walk, run

Customer Bliss

It’s early 2017 now. Hopefully you have eyes on a customer strategy for this year. If not — or if you’re in the earlier planning stages of it — let me run through an approach I use with a lot of clients (and have used in my own work in companies).

How to Improve Your Live Chat Average Handle Time

Kayako

Aching over why your metrics aren’t meeting your performance benchmarks is tough for any support team. It can make you feel like you’re not doing your job properly. Or worse, that you’re leaving your customers hanging around waiting to receive help.

Gartner Recognizes NICE as a Leader in Magic Quadrant for Workforce Engagement Management

inContact

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.

Avoiding CX Strategies That Fire Before Aiming

MaritzCX

As a platform Implementation Manager at MaritzCX, I am often engaged in strategic planning discussions where organizations design a clear vision for their customers’ experience.

Emerging Trends In Customer Experience: The Continuing Story

Storyminers

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. We’ve updated it for 2017. Can you tell us how you got into CX and why you find the space so interesting?

The Five Phases of Decision-Making - Part 1

CX Journey

Image courtesy of pls47 Have you adopted a decision-making process that works well for you? If you have, I'd love to hear about it. If not, read on. As a leader, your next best action is based on making a decision as to what that action will be. How do you arrive at that decision?

President Obama’s Chief Veterans Experience Officer, With Tom Allin – CB34

Customer Bliss

Episode Overview. Tom Allin is the Chief Veterans Experience Officer at the US Department of Veterans Affairs. He was appointed by President Obama, and reports directly to Robert McDonald, the head of the VA. Tom’s experience is extremely rich.

5 Customer Satisfaction Templates You Can Use Right Away

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

2017: The Year Of The Journey

Kerry Bodine

Over the last decade, journey maps have transformed from obscure design artifacts to common customer experience tools. And they’re not just for CX professionals anymore.

ICUC 2017 at NICE Interactions Welcomes Keynote Speaker – Alec Baldwin!

inContact

We’ve managed to top ourselves again by bringing to inContact’s user conference (ICUC) at NICE Interactions 2017 one of the hottest celebrities on the scene – Alec Baldwin! Throughout Alec’s impressive career, he has worked on fascinating projects on stage, on screen and in film.

Changing the CX Auto Sales Environment

MaritzCX

I love reading research about the future of auto retail. Last year’s research from Deloitte entitled, “The Future of Auto Retailing,” spoke to the need for retailers to move from a “product based” mindset to a more customer-centric value model.

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Emerging Trends In Customer Experience: The Continuing Story

Storyminers

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. We’ve updated it for 2017. Can you tell us how you got into CX and why you find the space so interesting?

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?