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

Top 20 Customer Service Experts to Follow on Twitter Right Now


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


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.

Trending Sources

3 Myths that Prevent You from Understanding Customers


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.

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8 Customer Service Skills to Boost Your Career


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.

Forbes Insights: Data Elevates the Customer Experience

New ways of discovering and applying customer insights

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Are Car Dealerships Incentivizing Bad Behavior?


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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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.

Transitioning voice customers to the digital channel


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

Patients More Likely to Review Their Doctors After a Negative Experience


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.

5 Tips for Hiring a Great Customer Support Team

Customer support is the most important job in your company, so it pays to hire right

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.”

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

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.

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.

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.

The Ten Commandments of Customer Service

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

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


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


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.

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 Best Practices to Retain Customers and Stop Churn


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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What Makes a Successful Voice of the Customer Program

Learn how to build, maintain, and sustain an effective results-driven VoC program.

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.

Inside Customer Success: Sysomos


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.

Who Owns Customer Service?


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

How to Turn a Social Media Complaint into a Success Story (Infographic)

Provide Support

Customer service has shifted more and more online over the past couple of decades, and increasingly that means customers are reaching out via social media when they have an issue that they’d like you to resolve.

How to Build Great Customer Journeys

Make Each Touchpoint a Meaningful Experience

Beyond Surveys: 5 Methods to Learn More About Your Customers


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.

How to Keep Positive Attitude and Stay Successful When Working in Customer Service


Working in customer service can be exceptionally gratifying (we all love that sense of completion when you’ve actually managed to help someone). But if not managed right – it can get extremely draining.

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CCM: A Critical Part of Your Digital Customer Experience Architecture


The level of quality, consistency, contextualization and personalization of your customer-facing communications can have a dramatic effect on customer experience – as evidenced by the brands that improved their Forrester Customer Experience Index scores the most.

How to Make the Returns Process Work for Your Brand


No matter what your customer experience looks like, the journey with your brand should be easy and engaging. It’s exactly what your customers want, expect, and deserve. Including—or especially—those customers who decide they’ve made the wrong purchase.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

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

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


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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The Intelligent Contact Center in Action


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?

Talkdesk vs. Five9: Contact Center Software Review


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.

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.