February, 2018

Take These 3 Actions to Prevent Customer Experience Implosion

Customer Bliss

Customer Experience implementation within an organization is a major undertaking. It often involves multiple departments, and of course, the organization’s leaders and C-Suite.

A Dozen Crazy Customer Touchpoints Translated

360Connext

No matter what language they speak, there’s typically a barrier between the language brands use internally and the language customers use while trying to get something done. Yet it really isn’t what they hear, but how it makes them feel and what it makes them want to do next.

Reduce Repetition with an Omnichannel Customer Experience

inContact

Watch first-hand how the customer experience differs for customers using a traditional, multi-channel routing customer service solution, compared to a true omnichannel customer experience in this video.

Do You Know Your Customer Journey Map & the Emotions Overlay?

C3Centricity

A recent post by John Ollila on Loyalty Lobby about customer journey maps and touchpoints in the leisure industry prompted me to share with you, an experience I had recently with the Hilton Group. And more importantly the lessons we can all learn from such disasters!

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.

More Trending

Why Learning CX Will Make You Happy and Successful

360Connext

Research on everyone from millennials to senior citizens shows how learning is tied to happiness. So those who prioritize picking up new skills (shout out to those learning CX right now!) or just enjoy learning in general, tend to be happier, more satisfied people.

Course 195

Is Your Social Customer Service Already Stellar?

BlueOcean

If you answered the headline with a yes – give yourself a major pat on the back. You are out there setting the standard for others to follow (And please, get in touch so we can get you signed on for a guest blog spot).

Customer Experience Is All That Matters

Solvvy

The post Customer Experience Is All That Matters appeared first on Solvvy

Customer Service Coaching: Your Recipe to World-Class Support

Kayako

Support reps get tons of training from the moment they start their job—whether it’s on products, new feature launches, or soft skills like communication. This is great. Training gives new hires a solid baseline to start their jobs and do them well.

How to Create an Exceptional Customer Experience

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

How to Create Power Moments That Rise Above The Rest with Dan Heath

Customer Bliss

“ Our customers’ lives and our lives are made up of moments,” says Dan Heath , co-author of The Power of Moments: Why Certain Experiences Have Extraordinary Impact in today’s episode. Do you think about how you can create remarkable moments for your customers?

How To 182

Build the Business Case to Invest More in Customer Experience

inContact

This is part one of a four-part series on the economic value of NICE inContact CXone. We are now entering an experience economy. Price and product are no longer considered key differentiators. Customer experience is now becoming the new tool to compete in this experience economy.

ROI 181

Going the Extra Mile…or Not?

MaritzCX

A few months ago, I flew to Europe. I had booked the flight only two weeks early, and thus paid top dollar for my ticket. Upon returning home, I noticed that I hadn’t received any of the outstanding reward miles in my account. I didn’t think much of it, concluding that they were likely still.

260

The State of Social Customer Support in 2018

BlueOcean

Remember when social media was the young upstart of the customer care channels and voice was still king? Way back in the good old days of the early 2010s… It seems like a lifetime ago that we were asking ourselves how to handle customers in such a public forum.

Customer Experience Transformation in Telecoms

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

It’s All About The $$$ – How Much Money Can Chatbots Actually Save You?

Comm100

Source: Alex Knight. It’s hard to remember a time when Chatbots weren’t a hot (albeit, polarizing) topic in the customer service and tech industries.

ROI 176

Building a Customer Loyalty Program That Drives Brand Love

Kayako

When was the last time you shopped for something that’s an everyday staple? Chances are, you found way more options than you needed and ended up choosing one at random. In today’s maturing marketplace, you aren’t the only one. In 2018, the vast majority of products on the market are pretty similar.

My Rock, My Story: Building a Customer Journey Map from Scratch at the Smithsonian

Customer Bliss

The following post is an excerpt from my book: Chief Customer Officer 2.0. Below, I share a “My Rock, My Story” snippet – which is one of many featured throughout the book.

Contact Center Resolution Number 2 – Improve AHT and Agent Engagement with Screen Pops

inContact

“Hello Lauren, thank you for contacting customer service, what can I help you with today?” Doesn’t that start your customer experience off right? In order to customize your communication, companies use agent screen pops to aid in the journey.

The Ten Commandments of Customer Service

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

Going the Extra Mile…or Not?

MaritzCX

A few months ago, I flew to Europe. I had booked the flight only two weeks early, and thus paid top dollar for my ticket. Upon returning home, I noticed that I hadn’t received any of the outstanding reward miles in my account. I didn’t think much of it, concluding that they were likely still.

260

Delivering Great Service begins with a Spirit of Greatness!

Wired and Dangerous

Customers have changed! We know that customers’ expectations are higher than ever. Research we have reviewed suggests customer expectations have risen as much as 33% in a year!

Report 158

SalesForce, Hubspot, Zendesk and More — Which Customer Engagement Software is Right for Me?

Comm100

Out of all the customer engagement software tools that are out there, which one is right for your company? The question is a loaded one. Different companies have different needs, and a very diverse number of customer engagement tools are waiting to fill those needs.

Is It Time to Outsource? 5 Questions to Ask Yourself

BlueOcean

Every day, we interact with executives who are in the early stages of discovery, looking for ways to improve their customer experience and/or drive cost out of their customer care model. The conversations often revolve around whether the time is right for them to consider an outsourced model.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

How Does Best Buy Combat High Turnover and Digital Competition? Investing in Employee Experience

Customer Bliss

Is your organization taking the time to improve its employees lives? When you improve the lives of your employees, you’re also taking the right steps to improve the lives of your customers.

Top 10 Marketing Infographics to Smash 2018 (Inspiration for the Visual World)

C3Centricity

One of C3Centricity’s annual traditions is to publish a post which shares the best marketing infographics of the previous twelve months. Here is this year’s crop, with ideas on how you can get inspired to take action in your own marketing.

A Day for the Worker

MaritzCX

What’s better than a weekend? A three-day weekend, of course! Thanks to the federal holidays that fall on a Monday, seven times a year the banks close, retailers put out special ads, and some businesses even shut their doors and give their employees the day off.

Stop Spinning Your CX Wheels

CX Chronicle

For those of you that are experienced CX practitioners with 5+ years within the industry, you already know how challenging the job is.

Course 151

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.

CRM, Social Media, Marketing and More — Everything You Need to Know About Customer Engagement Software

Comm100

Customer engagement software is a modern invention that takes care of a modern problem. After all, it wasn’t until the rise of the internet that media became democratized , and the one-way communication model between companies and customers was shattered.

Billing Dispute? Try Visual Customer Service for Real-time Proof

TechSee

Visual experiences are gaining traction within customer interactions. Visual engagement has been proven especially effective across a wide range of sales, marketing and customer service and support scenarios, providing the quickest route to success and resolution in a number of use cases.

Wells Fargo: They Should Do This

Beyond Philosophy

The Consumer Financial Protection Bureau (CFPB) meted out a $185 million fine that included a $100 million penalty to Wells Fargo in 2016 for their violation and abuse of consumer trust.

How Leadership Impacts Customer Service and Experience at Samsung Electronics America

Customer Bliss

“Brands need to do things that build trust and reliance, just like you would in interpersonal relationships,” says Josh Ives , the VP of Customer Experience Management and Strategy at Samsung Electronics America.

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?