Sat.Aug 24, 2019 - Fri.Aug 30, 2019

Keep Your CX Roadmap Relevant, or Risk Going off Track


This article was originally published by the CXFocus Magazine. Creating Relevant Customer Experience Plan With firms failing to perform the core CX management activities and index scores for 2019 not looking promising, at first glance this may look like doom and gloom for the CX sector.

Improve Employee Experience to Improve Customer Experience


The employee experience can feel hard to manage. As leaders, we ask our employees to care about a lot of things, even those that are only tangentially related to their job descriptions.

Why You Should Eliminate “No Mercy” Policies!

Customer Bliss

In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. Buying an extended warranty sometimes feels like burning money to me.

How to Use Surveys to Land More Business Leads


Listening to what your customers have to say and providing what they want is fundamental to the success of your business. Unfortunately, many companies make the mistake of deciding that they know better than their customers. How, though, can a modern business stay in touch with customers?

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Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

The Patient Experience: Gaining the Competitive Edge in Healthcare


Are We Expecting Patients to be Patient? The definition of the adjective “patient” is: to accept or tolerate delays, problems, or suffering without becoming annoyed or anxious.

More Trending

The State of Customer Experience: 3 Important Stats You Need to Know

Customer Bliss

Imagine a baby boomer, a Gen X’er, a Millennial, and a Gen Z’er walk into a bar. Sounds like the start of a joke, right? But think about it. How did they each choose the bar? Are they at the same place? What did they order?

A Day in the Life of an Insight Community Manager

Vision Critical

Running an insight community is as much about attitude as it is aptitude. To succeed, a community manager needs to have a progressive mindset above all else and be constantly looking for ways to innovate and evolve the community program.

Optimize Customer Satisfaction With Our Free CSAT Toolkit


Measuring Customer Satisfaction Score (CSAT) can be used to determine how a customer feels about the experience overall, parts of the customer journey, or even specific products or services.

10 Tips for Connecting with Customers Emotionally

NICE inContact

Customer experience is the name of the game today, with more brands competing based on customer experience (CX) as a key differentiator than price or product innovation. As we’ve said before, customer experience comes down to how your customers feel about your brand.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

The 6 Best Ways to Show you Respect your Customers


More than one year after the introduction of GDPR in Europe and the CCPA in California, I wondered what has changed. And more importantly, I got to thinking about customer privacy and how to build a mutually beneficial relationship whilst also respecting it.

Introducing Blue Ocean’s New Website – a Celebration of the Customer Experience


Blue Ocean, a North American provider of customer care solutions, is excited to announce the new face of Blue Ocean at When Blue Ocean embarked on the website redesign journey, the primary goal was to center the focus around the total customer experience.

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IT panel research

QuestionPro Audience

What is an online panel? An online panel is an online group of pre-selected people that are both interested and willing to participate in a market research study, online focus groups, online surveys , etc.

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A CX Snapshot: 2019 Insights from B2B Organizations


Photo by Austin Distel. Photo by Ambrose Chua. Originating in the tech sector, customer experience (CX) is now a hot topic in the B2B space—so hot, in fact, that many B2B CX experts believe it will define their companies’ competitive strategies in the coming years.

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How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Why Ask for Open-Ended Feedback?


Sometimes, asking your customers for open-ended feedback can be better than giving a long survey to answer. When you ask for open-ended feedback, the respondent usually comments on what they experienced to be the most critical things in the interaction they just had with your company.

Revolutionary “Text Your Choice” Program Launched by The Australia Post


Australia Post’s Parcel Delivery Experience Transformation Team (PDET) raised NPS by 27% and Saved $1.7m in Cost Savings A key initiative of Australia Post’s Parcel Delivery Experience Transformation Team (PDET) is the “Text Your Choice” program, which allows customers ease in choosing their preferred method of parcel delivery. Text Your Choice has significantly raised NPS. View Article. General

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Does Your Service Menu Meet Your Customers’ Expectations?

Wired and Dangerous

Menus can tell you a lot about a restaurant. Some menus have limited choices; some have way too many. Many have rules like “no substitutions,” “salad bar extra,” or “breakfast only served until 10:30 am.”

What exactly IS a CX Vision?


Acclaimed Writer, Consultant, CX Trainer, and this week’s guest of ‘The Sweets of CX’, Jeff Toister , likes to think of it as, “a compass that always points you in the right direction when you’re creating a customer experience.

Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

Reduce Machine Downtime with a Unified Visual Maintenance Strategy


According to Aberdeen Research , 82 percent of companies have experienced unplanned machine downtime over the past three years, costing as much as $260,000 an hour.

It’s Not Where You Are. It’s Where You’re Going.


Sometimes you find life lessons in unexpected places. This time it was on the golf course. Almost every Sunday throughout the summer I play golf with some great guys. One Sunday we decided to play the championship tees—meaning we hit from the furthest point away from each hole.

Why Isn't Natural Language Understanding.Natural?


“I'm sorry, but I do not recognize that response.”. How many times have you heard that sentence while trying to pay a bill, change a service plan, update the address on one of your accounts, or get through to a customer service agent? The answer for most of us? Too many.

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Thank You is Never a Short Message


You might have heard the news. If you haven’t please find it here. . It seems like ages ago we started in that 400 Sft office in Chennai with very little money, a tiny bunch of people and a VERY big dream.

5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!

How to evaluate HIPAA compliant patient engagement software vendors, Part 1


This is the first of a two-part series about digital customer engagement and HIPAA compliance. In this post we cover the role of the software vendor in protecting Personal Health Information (PHI). The second post explores the core requirements of a HIPAA-compliant digital engagement platform.

5 Top Customer Service Articles for the Week of August 26, 2019


Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

Episode 63 – Preventing Customer Churn and Winning Back Lost Customers

Kristina Evey

Losing customers and customer churn are a huge concern for businesses everywhere, yet many leaders don’t know what to do … Read More Episode 63 – Preventing Customer Churn and Winning Back Lost Customers. The post Episode 63 – Preventing Customer Churn and Winning Back Lost Customers appeared first on Kristina Evey. customer retention improve customer service Leadership Podcasting Service Recovery Uncategorized upset customers

Thank You is a never a short message


You might have heard the news. If you haven’t please find it here [link]. It seems like ages ago we started in that 400 Sft office in Chennai with very little money, a tiny bunch of people and a VERY big dream.

Exceptional Experiences for Employees and Customers

One of the top trends driving a new communication experience is how companies are competing on the customer experience. Organizations that combine contact center and business communications see 3x higher customer satisfaction and 2.4x revenue growth.

Customer Retention Optimization Strategies to Keep Customers Long-Term


Your customers are your enterprise’s life’s blood. When you get a new customer, work to retain them and grow customer lifetime value. While the sales team will always be looking for new customers, retaining a current customer is far cheaper than finding a new customer to replace them.

Guest Blog: How Should You Grow and Sustain Your Customer Lifetime Value?


This week we feature an article by Lukas Sitar who writes about growing and sustaining customer lifetime value for the entire customer cycle.

Multistage Sampling – Advantages and application

QuestionPro Audience

Multistage sampling, also known as multistage cluster sampling is an extension or a more complex form of cluster sampling. It is a kind of sampling that involves dividing the population into groups (or clusters) for further research. In multistage sampling, giant clusters of the chosen population are divided into sub-groups at different stages to make primary data collection easier to manage. Audience

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