February, 2017

Trending Sources

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 109

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.

How U.S. Bank Successfully Keeps Track of Reviews

ReviewTrackers

How to Build Great Customer Journeys

Make Each Touchpoint a Meaningful Experience

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.

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?”

NPS 86

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.

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.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

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.

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.

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

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 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.

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?

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.

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!

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?

Are Your Technology Decisions Killing Your Customer Experience?

Read this eBook to learn how your database technology decisions can affect your ability to deliver either a transformational customer experience or a lackluster, dissatisfying encounter that benefits your competitors, not your bottom line.

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.

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.

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.

“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.

5 Customer Satisfaction Templates You Can Use Right Away

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

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.

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.

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.

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.

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?

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.

The Data Economy Is Going To Be Huge. Believe Me.

Forrester's Customer Insights

Are they serious? I've just finished reading the recent Communication on Building a European Data Economy published by the European Commission. And, it's a good thing they're seeking advice. The timing is perfect. I'm in the thick of my research for a new report on data commercialization.

Data 46

5 Ways to Engage and Understand At-Risk Customers

360Connext

Most organizations used to lump customers into 2 simple categories: New customers and “the rest of them.” New customer acquisition is often used to gauge success – the more we gain, the better we’re doing! And what about “the rest of them?”