Sat.Jun 30, 2018 - Fri.Jul 06, 2018

Inside the ROI of Consistency in Customer Interactions

Topdown

Have you ever been passed around on a phone call and gotten frustrated at repeating your explanation each time the call was transferred? That moment of frustration is a perfect illustration of what happens when a company does not provide consistent customer interactions. The negative feeling that develops in this customer experience (CX) has more impact than some may realize. Customer Experience

CX Lessons from the best SaaS organizations

Customer Guru

The SaaS world is replete with cut-throat competition; the same services are provided by many brands, all of which have wonderful products. In such a scenario, what differentiates one SaaS brand from the other? Customer experience, but of course.

Common customer experience strategy mistakes—and how to avoid them

Vision Critical

Haste makes waste, as the saying goes, and that waste is often due to mistakes made in the rush to realize your customer experience strategy as soon as possible. While customer experience (CX) transformation is an urgent matter, a CX strategy without direction guarantees pitfalls.

Singing the Anthem and Flying the Flag of CX

MaritzCX

In two days it will be the fourth of July. During this time, people all across America gather with their families and display their patriotism by putting up an American flag. It’s also a time to renew our loyalty and commitment to the values we espouse as a country.

How Omnichannel Ready Are You?

In this white paper, we will highlight some very common customer support problems that exist in most E-commerce businesses. Our intent to provide you with a solution that will set your business apart from your competitors so you can attract and retain your customers better.

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Episode 004 – It’s All About the Money - Transforming the Customer Experience

Kristina Evey

Episode 4 – It’s All About the Money. Focus on CX to Grow Profits. Shownotes: Money and profits – not bad words. CX is now recognized as the tipping point. in 2014, 89% of companies planned to use CX as their primary competition platform by 2016.

Net Promoter Score 101: A Comprehensive Guide for Beginners

Retently

Satisfied clients don’t just help your company generate more leads and acquire more business; they also enable you to increase the customer lifetime value , reduce your churn rate and finally bring in more revenue.

Improving Customer Experience Management in a State Government Agency

Customer Bliss

How do you transform a bureaucracy that was generations in the making? In today’s episode, I speak with Greg Derwart , Managing Director, Administration & Customer Experience at Maryland Department of Commerce.

Investing in customer success: a venture capital perspective

NewVoiceMedia

There’s no question that customer success impacts today’s businesses. We know that unhappy customers will not only take their business elsewhere, they will share bad experiences with friends, family, and colleagues, on social media and with anyone else who will listen. Do you know who else is listening? Venture capitalists. Investors take customer success seriously when assigning value to your business.

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.

Episode 4 – It’s All About the Money - Transforming the Customer Experience

Kristina Evey

Episode 4 – It’s All About the Money. Focus on CX to Grow Profits. Shownotes: Money and profits – not bad words. CX is now recognized as the tipping point. in 2014, 89% of companies planned to use CX as their primary competition platform by 2016.

Limitations of Using Social Media Exclusively to Measure CX

MaritzCX

I read recently about a senior manager at a prominent organization who was considering stopping their CX programme because he believed he could get everything he needed to know about the voice of the customer solely from social media. I have some concerns here and in this Café post, we talk about some of the. View Article. Automotive

How to Manage Seamless, Eat24, and GrubHub Reviews

ReviewTrackers

The food delivery industry is booming. Consumers are staying home more than ever before and, increasingly, even when they’re eating out, they’re eating in,” writes Matthew Cochrane in an article in the Motley Fool. The U.S.

Bring People Back to the Core of CX Work: Make Mom Proud Resources

Customer Bliss

“An actionable, smart, and fun book everyone in hospitality should read. It gets us back to why we’re in business in the first place.” – Raul Leal, CEO of Virgin Hotels. My latest book, Would You Do That To Your Mother?

Frost & Sullivan White Paper–CX Innovation Through Agile & DevOps

Organizations are continuously improving their CX systems in an effort to keep up with customer demands. Automation increases quality and accelerates innovation. Learn how adopting Agile/DevOps will accelerate innovation and exceed customer expectations.

Top 5 Ways to Improve Your Company’s Live Chat Experience

Kayako

Live chat software is relatively new to the customer support world, but it’s caught on like wildfire. Today, most websites offer live chat support as an option. That’s because customers overwhelmingly rank live chat as their preferred method of contact.

Limitations of Using Social Media Exclusively to Measure CX

MaritzCX

I read recently about a senior manager at a prominent organization who was considering stopping their CX programme because he believed he could get everything he needed to know about the voice of the customer solely from social media. I have some concerns here and in this Café post, we talk about some of the. View Article. General

Gratitude – Important for Independence Day and A True Measure of your Service Warmth

Wired and Dangerous

“Thank you” are the two most important words in the English language. Yet, how often are you served and end up the only one in the equation doing the thanking? As we approach the celebration of Independence Day we are reminded to take a moment and thank the brave founders of our great country.

4 ways to increase customer service survey response rates

Syngro

Last month we talked about survey fatigue and how to produce a well-designed survey that’ll allow you to get the most actionable information with little effort from the respondents.

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eBook: Top 6 Benefits of Improving CX Assurance

More and more organizations understand the value of delivering a high-quality customer experience and investing in improving their CX assurance processes. Automating testing and monitoring, top the list of ways to improve their CX assurance efforts.

The Best Brands Focus on Emotion for CX Success

360Connext

What is the backbone of CX success? They say in every relationship, it’s important to have more positive interactions than negative ones. In the healthiest of relationships, the ratio of positive to negative is 2:1 or greater.

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Singing the Anthem and Flying the Flag of CX

MaritzCX

In two days it will be the fourth of July. During this time, people all across America gather with their families and display their patriotism by putting up an American flag. It’s also a time to renew our loyalty and commitment to the values we espouse as a country. Being Advocates for Customer Like Country. View Article. General

How to Create a Local SEO Strategy for B2C Companies

ReviewTrackers

This article is written by Holly Rollins. Holly is the president and owner of 10x digital. She has more than 20 years experience in marketing, public relations, digital marketing and content marketing.

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Customer Journey Mapping [Infographic]

Michelli Experience

+ Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies.

How to Create an Exceptional Customer Experience

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

Into the Unknown! The parallel universe of self-publishing – the experience of publishing a book about customer experience!

ijgolding

Regular readers of my blog know that being a customer experience specialist does not protect me from encountering lacklustre, frustrating and sometimes embarrassing experiences as a customer of the organisations I interact with.

12 Great NPS Survey Question and Response Templates (That Actually Work)

Retently

There’s much more to an NPS® survey than just the quantitative rating customers give to your business. You can keep track of your score and its changes, but it’s the qualitative feedback that gives you the “why” behind it, bringing the voice of the customer to the front.

Common customer service mistakes to fix ASAP

NewVoiceMedia

Customer service is not always easy to pull off, and it's certainly not something that “just takes care of itself” or is “just common sense.” However, there are some parts of delivering great customer service–or, more accurately, avoiding poor customer service–that are straightforward, easy to fix, and high-impact. Here, I’ll highlight a handful of these customer service “worst practices” and provide an achievable solution for each that can get your customer service back on track.

Customer Journey Mapping and the Road Beyond

Michelli Experience

Years ago, it was much harder to convince a client to do a customer journey map. In those days, many leaders were willing to map interaction points with customers in order to drive efficiency or reduce waste.

Customer Experience Transformation in Telecoms

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

5 Disastrous Mistakes when Dealing with Difficult Customers

Customers That Stick

Let’s just say it right here at the start — dealing with difficult customers stinks.

The Continuum of Data-Driven Success

CX Journey

Image courtesy of Pixabay I originally wrote today's post for Logi Analytics. It appeared on their blog on December 14, 2017. Data is just data until you do something with it, right?! That statement has plagued companies for a long time.

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Understanding Customer Basic Instincts

Beyond Philosophy

Many drivers of human behavior can be traced back to caveman days. Colin Shaw and Prof. Ryan Hamilton explore what they are, how you can identify them, and what you should do to respond. The post Understanding Customer Basic Instincts appeared first on. Podcast

5 More Real Uses for Virtual Reality in CX

Smarter CX

Cutting-edge technologies are a great way for businesses to complement their customer experience (CX) logic with new exciting flavors, like virtual reality (VR), the concept where real and simulated worlds collide.

The Ten Commandments of Customer Service

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