February, 2017

Customer Journey Management – it’s not just about the mapping!

ijgolding

Customer Experience is now recognised as a profession – as I am sure many are bored with hearing me repeat over and over again!

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 110

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.

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.

Customer Experience Transformation in Telecoms

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

More Trending

The promising future of CX hiring

Customer Bliss

I came across this article on Yahoo Finance a few days ago. It’s from PR Newswire and the title is “How Many Customer Experience Professionals Will Survive 2017?”

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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.

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.

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.

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.

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.

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?

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

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.

Could Employees Be Your Most Important Customer Segment?

MaritzCX

We hear a lot about treating employees as you would your best customers. There is a wealth of research pointing out the benefits of a happy and engaged workforce in creating a great client experience and leading to improved business results.

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?

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!

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.

One key stat on executive buy-in for CX

Customer Bliss

I’m always talking to people in customer experience roles about the importance of executive buy-in. Other executives should feel connected to the work you’re doing, and ultimately that should move towards one-company leadership.

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.

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 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 Customer Satisfaction Templates You Can Use Right Away

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

The Moment of Truth – A Co-creation Perspective

SuiteCX

“Words are made for a certain exactness of thought, as tears are for a certain degree of pain. What is least distinct cannot be named; what is clearest is unutterable.”. René Daumal. The Spanish expression “el momento de la verdad” signified the point in a bullfight when the matador makes the kill.

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.

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.

“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.

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?

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.

What does customer relationship *really* mean to you?

Vision Critical

Most companies know what their customers buy, when they purchase and where. But few truly understand why those customers buy—why customers choose to have a relationship with companies to begin with. Business leaders need to step back and more clearly define what customer relationships mean to them.

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.

Focus on the Negative Experiences to Get Positive Results

360Connext

Recent data from InMoment revealed how missing expectations for customers has a greater impact than meeting or even exceeding those expectations.

7 Steps to Elevate Your Customers' Experience

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