February, 2017

More on the positive ties between good CX and revenue

Customer Bliss

I wrote a few weeks ago about how good CX is tied to revenue gains. I firmly believe that and preach it to all my clients and anyone I ever work with.

Report 108

Is Emotional Intelligence Key To Outstanding Customer Service?

Kayako

Working in customer support can leave you feeling like an unrecognized or unsung hero. Praise is often in short supply and there is a lack of awareness about areas of responsibility and how much work the support team does.

Trending Sources

Can You Train Contact Center Agents in Empathy?

BlueOcean

We already know most people hate calling tech support and even in basic customer service scenarios, consumers prefer to use self-serve options over contacting a customer service agent directly.

How U.S. Bank Successfully Keeps Track of Reviews

ReviewTrackers

Forbes Insights: Data Elevates the Customer Experience

New ways of discovering and applying customer insights

More Trending

Customer Relationships and Moments That Matter

CX Journey

Image courtesy of Corporate Traveller Are you challenged at developing lasting relationships with your customers? I was recently sent a copy of KPMG Nunwood's report titled B2B Customer Experience: Winning the Moments That Matter.

Creating Digital Habits in Consumers to Inspire Digital Adoption

Jacada

Creating Digital Habits in Consumers to Inspire Digital Adoption. Businesses around the world are undergoing a digital transformation, using technology to radically improve performance by rethinking what customers want most and creating operating models which offer competitive differentiation.

SXSW Interactive Parties: Meet ReviewTrackers at These Events

ReviewTrackers

South by Southwest (SXSW) will take place from March 10 through March 19, 2017 in Austin – and we here at ReviewTrackers are thrilled to be taking part in this epic event with an event of our own, The Customer Social. SXSW offers the most unique industry convergence of music, film, and technology.

How to Implement Experiential Marketing and Brand Loyalty Into Your CX Strategy

MaritzCX

Today’s connected world and ever-present technology have changed the way we think about engaging with companies. Whether you’re a major corporation, or a bustling startup, people expect their interactions to be something that wows them.

5 Tips for Hiring a Great Customer Support Team

Customer support is the most important job in your company, so it pays to hire right

3 Customer Engagement Trends to Watch in 2017

Calabrio

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. Here are three key trends to watch: 1. CMOs will spend more on tech than CIOs.

Boost your internal stakeholders (mostly for free)

Customer Bliss

“Internal stakeholders” refers to employees. A lot of companies tend to focus most of their attention on external stakeholders, which would typically include customers and potentially investors. There is nothing wrong with that approach, per se.

Using Customer Journey Maps: Dirty Secrets and Wasted Opportunities

360Connext

Customer journey mapping is having a moment. Using customer journey maps is becoming almost (almost!) commonplace. Organizations see how beneficial mapping the customer experience is.

Navigating Generational Differences in the Contact Center Workforce

BlueOcean

What makes a great contact center agent isn’t as easy to define as you might expect.

The Ten Commandments of Customer Service

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

NPS: Achieving Brand Loyalty by Closing the Feedback Loop

Kayako

This is a guest post from our friends at Typeform. Paul Campillo will show you the value of choosing NPS as your next customer feedback questionairre. Every company wants loyal customers. Sure, sales are great, but nothing beats sales from repeat customers. That’s the goal of every business.

Digital Strategy: 5 Best Practices to Improve Customer Service

Jacada

Digital Strategy: 5 Best Practices to Improve Customer Service. Today’s digital landscape has ushered in a new age in customer service.

5 Ways Social Media can Change the Game

MaritzCX

The market research industry continues to be all abuzz about social media. Will it reshape the industry? Or is it useless as an information source?

Developing a New CCO Organization For Dell – During Their Merger With EMC, with Karen Quintos – CB37

Customer Bliss

Episode Overview. Karen Quintos is the EVP and CCO of Dell Technologies, which came about as the result of Dell and EMC merging, which created the world’s largest privately-held tech company.

What Makes a Successful Voice of the Customer Program

Learn how to build, maintain, and sustain an effective results-driven VoC program.

How loyal are you to your customers?

Vision Critical

If there’s one thing your customers don’t lack, it’s options. For every Coke, there’s a Pepsi. For every Uber, there’s a Lyft. For every Scandal , there’s a Game of Thrones. In a world abundant with choice, how can companies win the long-term loyalty of customers?

For Amazing Customer Exprience Insights, Kindly Step Outside

360Connext

Gathering and acting on customer experience insights from analytical data, surveys, and other resources inside your organization is one thing. But stepping into your customer’s shoes to understand what they need the most is another!

Weighing the Pros and Cons of Cross-Trained Contact Center Agents

BlueOcean

One of the fundamental questions that gets asked in the call center services procurement process is: will we have a dedicated team of agents or will they be shared? It’s a great question and seems pretty straightforward, right? A dedicated team is always the best solution … or is it?

Is your IVR an Irritating Voice Response?

Jacada

Those very first few seconds when customers engage with our organization can be make-or-break of either a new relationship or the end of what may well have been a long and mutually beneficial association. And perhaps hugely profitable to the organization.) It begs the question: Is your IVR good, bad or very ugly? Read More. Jacada Blog

How to Build Great Customer Journeys

Make Each Touchpoint a Meaningful Experience

How a Potentially Positive CX Experience Turned Into a CX Rollercoaster Ride

MaritzCX

As I was wrapping up my workday on Friday afternoon, I got a call from my cable company which also provides my internet service. “Mr. Selinger, we’re calling all of our customers with 50 megabyte internet speed and offering our 100 megabyte package.”

The Chief Customer Officer Role in Media, With Robert Bridge of Telegraph Media Group – CB39

Customer Bliss

Episode Overview. Media is a business vertical that is beginning to engage CX leaders. The New York Times has a leader of Customer Experience (who we will soon be interviewing), and I was pleased to see that the UK is also embracing this role.

An Ambitious First 90 Days for a #CXO

CX Journey

Image courtesy of Steve Bowbrick What do the first 90 days on the job look for a brand new CXO or VP of CX? Yesterday, I had the pleasure of co-keynoting GMC Software's CX Transformation Day virtual event with Scott Draeger of GMC Software.

Surveys Results are Great, but What About the “Untold” Feedback?

360Connext

Consistently gathering customer feedback is a great way to see patterns around satisfaction, loyalty and other key performance indicators, but some of the most valuable information hides beyond typical survey results.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

Your plan for growth in 2017

SuiteCX

Current State. We all know that customer landscape is changing quickly. Over 90% of customers have higher expectations than they did last year and 64% of consumers switch some service providers every year (source: Accenture research). Customers aren’t your only problem.

Innovation before Digitization Disaster

Jacada

It’s an irrefutable fact that digitization has rapidly moved on from being somewhat of an innovative trend to becoming a core organizational competency. It’s a vital, enterprise-wide strategy affecting every dimension of the operation and driven by the necessity to add intrinsic and measurable value - as perceived by the customers - to the organization’s products or service offerings. What’s more, the strategic direction and on-going support is ideally driven by the Executive team. Read More.

Five Ways to Avoid Common Pitfalls When Determining CX improvements

MaritzCX

We have put together a list of five best practice solutions to help companies avoid the most dangerous pitfall of all: investing in improvements that customers don’t care about. Involve Senior Leaders Keeping senior leaders involved is critical to staying on the right track.

“Pianos On Fire” Customer Service

Wired and Dangerous

Jerry Lee Lewis (aka, The Killer) has been a wild country music singer performing for over sixty years! His performances continue to electrify with acrobatic boogie-woogie piano playing and wall-to-wall non-stop passion.

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.