Sat.Mar 04, 2017 - Fri.Mar 10, 2017

Trending Sources

Top 20 Customer Service Experts to Follow on Twitter Right Now

Comm100

Like customers, customer service experts come from a wide range of backgrounds, each with their own unique perspective and take on the industry.

Increasing the Efficiency of Digital Customer Service

Jacada

Today, digital innovations have sparked a transformation in the rules of customer engagement, a new age of customer service being driven by the customers, themselves.

Senior VP of AARP Customer Experience, With Jim Pendergast- CB41

Customer Bliss

Episode Overview. I’ve known Jim for many years and regularly cross paths with him, like many in our space. I truly believe those doing customer experience and customer-driven growth work are a community, and Jim and I represent that in this podcast. We share fearlessly with each other.

8 Customer Service Skills to Boost Your Career

Kayako

Continuous professional development can transform your career trajectory. For a customer support rep, you can become better at your job in ways you never expected by developing the right skills.

How to Build Great Customer Journeys

Make Each Touchpoint a Meaningful Experience

More Trending

Are Car Dealerships Incentivizing Bad Behavior?

MaritzCX

What a great time of year to buy a car – its incentive season! Usually here in Michigan we only have 2 seasons, winter and construction. Both bad for traffic. However, car companies offer a variety of incentive seasons throughout the year. There is always a sale and If you need a little push to.

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The talent strategy side of customer experience

Customer Bliss

If you’ve been listening to my podcast — I can’t believe we’ve done 41 episodes — one of the topics that comes up a lot is talent strategy. That is somewhat of a broad term, but here I take it to mean “getting the best people possible and retaining them.”

Patients More Likely to Review Their Doctors After a Negative Experience

ReviewTrackers

Healthcare consumers are more likely to review their physicians on online review sites after a negative patient experience, according to research by customer feedback software company ReviewTrackers.

Transitioning voice customers to the digital channel

Jacada

The millennial generation is vastly different from those that came before it. Far more technology focused than their predecessors, millennials understand what technology can achieve and therefore have far greater expectations when it comes to issues around service. Read More. Jacada Blog

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

Want To Sell Service Design? Get A Trojan Horse

Kerry Bodine

This post originally appeared in my regular column in Touchpoint Journal , published by the Service Design Network.

11 Cyber Security Risks Every Business Should Prepare For [Visual Guide]

Merlin

In September 2016, tech company, Yahoo, disclosed that 500 million user accounts had been hacked in 2014. In December of the same year, they released a statement saying that a separate breach in 2013 compromised more than 1 billion accounts.

10 Leaders' Advice on Getting Started in Customer Success

Amity

Getting started ban be dreadful. Whether it's as an individual Customer Success Manager, or as a SaaS leader transitioning to a Customer-Centric Organizational model, it goes without saying there's a lot to learn.

The Definition of #CX Insanity

CX Journey

Know the definition of customer experience insanity? It was Albert Einstein who said: the definition of insanity is doing something over and over again and expecting a different resul t. Sadly, this is a concept that voice of the customer and customer experience professionals are quite familiar with.

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 to Close the Gap and Capture Early Majority Supporters

Up Your Service

In my previous blog “Gaining Buy-In for Your Culture Change” I used a smooth bell curve to illustrate how leaders can systematically convert employees from Adversaries and Defectors, to Neutral and Supporters, and ultimately to Ambassadors.

3 Myths that Prevent You from Understanding Customers

360Connext

I get a lot of “what a cool job!” when I describe what I do. It sounds so glamorous. And everyone is a customer, so of course I hear about the worst customer service they ever had, or less frequently, the very best they’ve experienced. It is awesome. I love what I do.

Tips 37

Inside Customer Success: Sysomos

Amity

With its unified and integrated platform, Sysomos , leader in social marketing and analytics, allows marketers and researchers to listen, curate, engage, publish, and analyze social content. As Sysomos grew and gained momentum, Customer Success became a true pillar of its culture.

4 reasons why customer experience programs fail (and how to avoid them)

Vision Critical

Failing customer experience initiatives are keeping business leaders up at night. According to an Accenture-commissioned study by Forrester Consulting, only seven percent of business leaders think that their company’s shopping experience exceeds customer expectations.

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.

3 Best Practices to Retain Customers and Stop Churn

CustomerGauge

In our most recent eBook and How to Become a Customer Retention Champion infographic, we walked through best practices for retaining your customers and stopping churn. We’ll expand upon these lessons learned and highlight the main takeaways.

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Who Owns Customer Service?

ShepHyken

Customer service is what I’m all about. It is my life’s mission to help companies create a customer service experience that customers think is amazing. So, I thought it would be nice to own the domain name CustomerService.com.

Why Winning Companies Create Simple But Unique Value - Frank Reactions

Tema Frank

Customer Experience Guru, Chip Bell, talks about adding unique value instead of added value.

Beyond Surveys: 5 Methods to Learn More About Your Customers

Verint

Do your customers know you are really listening to them? These days it’s more important than ever that organizations respond in a timely manner to their customers’ concerns and ideas.

5 Customer Satisfaction Templates You Can Use Right Away

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

How LiveChat Used Customer Loyalty To Grow To 19k Customers (without spending money on sales and marketing)

Promoter.io

One of the most common reasons why companies decide to start measuring their Net Promoter Score is to understand the precise needs of their customers and to be able to address each one on an individual basis.

Sadly Saying Goodbye to Pete Winemiller

Experience Matters

I just heard that Pete Winemiller passed away, and it hit me hard. I knew that he had been battling cancer, but I thought that he was winning the fight. How could he not? Pete was one of the most positive people that I’ve ever met. The world lost a wonderful man… and a true customer experience trailblazer. […]. Customer experience Purposeful Leadership NBA OKC Thunder

Are Telecoms The World’s Worst At Customer Experience?

Beyond Philosophy

We are fortunate enough to have two homes; one in England and one in the U.S. However, we are unfortunate enough to have two telecom providers; Virgin Media in England and Brighthouse, now Spectrum in Florida.

Guest Blog: 3 Simple Ways (Backed by Research) to Improve Customer Service Quality

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Steven Macdonald, shares the results of a study examining how companies around the world respond to customer service requests. I find the results quite alarming! Shep Hyken.

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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?

Talkdesk vs. Five9: Contact Center Software Review

Talkdesk

When it comes to making a decision about which contact center software to use for your team, the choice often comes down to two different solutions. In situations like that, third-party business review sites can be a great resource for objective head-to-head information.

The Intelligent Contact Center in Action

Verint

The Intelligent Contact Center meets customers when and where they are, providing connected service on a variety of channels. So, what does this actually look like in practice—and how can you get started to provide intelligent service to your customers?

Price Slashing Exposed! Low Prices Don’t Mean Better Value

Beyond Philosophy

When we meet new clients at our customer experience consultancy, they often tell us they create value for their customers by offering low prices. They think “value” means “price,” and they believe that customers want to save money more than anything else.