Sat.Apr 08, 2017 - Fri.Apr 14, 2017

{Infographic} Getting More Referrals

Michelli Experience

Building a Culture of Customer Care Isn’t Easy

Kayako

This is a guest post by Mary Grace. She will guide you through why customer care is so important and how teams can feel empowered to help their customers. You love doing everything that you can for your customers.

Improving Customer Access to Tech Support: A Case Study

BlueOcean

The Client : A young, dynamic company founded seven years ago and headquartered in Canada’s “Silicon Valley,” our client is a tech company established with the goal of disrupting the mobility sector.

How NPS was pioneered at Intuit & Sprint, with Brian Andrews – CB46

Customer Bliss

Episode Overview. Brian Andrews is a pioneer in the implementation of NPS – the Net Promoter System™. We talk about his journey in figuring out exactly what it was, well before Fred Reichheld wrote his ground-breaking book.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.

More Trending

Customer experience is arriving for the unicorns

Customer Bliss

Just a quick one today, but wanted to note this. Saw recently on TechCrunch that Sprinklr, an eight-year old unicorn company with a valuation of around $1.8 billion, is moving from a pure social signals platform to a customer experience platform.

Getting More Referrals = Letting People Your Customers Care About Know About Brands That Care About Them

Michelli Experience

In last week’s blog , I made a distinction between “likely to recommend” and “actually recommend.” I also suggested that from my vantage point the Net Promoter Score® (which is calculated using a single question about likelihood to recommend) has greater predictive value for customer loyalty (return business and future spend) than it does about advocacy (referrals).

ChatBots are the Future of Customer Service

Jacada

5 Proof Points. Today, artificial intelligence is one of the fastest growing technologies within IT operations.

Talk About Giving Someone The Suit Off Your Back!

Steve DiGioia

yes, he really did this. This original article was written by Steve DiGioia. Here’s one of the best examples of how to create customer loyalty that I have ever seen. It happened while I was working at the Hilton Newark Airport Hotel in 2003.

Hotels 147

Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

Bold Leader Guide to Customer Experience

Aveus

As business leaders, we understand: companies exist only if they meet a set of customer needs. The most successful companies today increasingly understand that how their organization delivers for customers is as important as what it delivers.

3 Reasons Contact Center Analytics Fails

Calabrio

Timely insights about customer behavior. Better understanding of what your customers experience. Happier contact center agents. More loyal customers. Sounds great, right? The potential for contact center analytics is high. But reality often falls short. Here are three main reasons why.

{Infographic} Getting More Referrals

Michelli Experience

The post {Infographic} Getting More Referrals appeared first on Joseph Michelli.

People hate servicing their cars, but it doesn’t have to be that way

Vision Critical

One in three Americans would avoid owning car if they could. That’s one of the startling findings in the first annual Mobility Study , a report on changing automotive consumer preferences.

How to Create an Exceptional Customer Experience

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

The 3 Skills Your Employees Must Have To Help Your Company Increase Customer Loyalty

Michel Falcon Experience

Welcome to this week’s video where I teach you how to use customer experience and employee engagement strategies to grow your business and create customer loyalty.

3 Reasons Contact Center Analytics Fails

Calabrio

Timely insights about customer behavior. Better understanding of what your customers experience. Happier contact center agents. More loyal customers. Sounds great, right? The potential for contact center analytics is high. But reality often falls short. Here are three main reasons why.

{Guest Post} Emotional Analysis Of Customer Feedback: The Missing Link

Michelli Experience

According to Bruce Temkin’s 2016 study , after a positive emotional experience, customers are 15 times more likely to recommend a company. 15 times more likely ! That’s a huge difference. Not surprisingly, emotion analysis is receiving a lot of buzz.

To Unlock True Benefits of Digital Transformation, Moving to the Cloud is First Step

inContact

As more enterprise organizations move their businesses to the cloud, many of them are surprised to learn that the biggest payoffs from transformational change are unlocked after moving their technology platform to the cloud.

Customer Experience Transformation in Telecoms

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

Customer-to-Employee Recognition: A Revolutionary Approach to Engagement

MaritzCX

Customer centricity is the idea that organizations should not only serve their customers, but also get “close to them” — understand what they value, deliver exceptional experiences and memories, and work to build relationships.

Local Search and Online Reviews Survey 2017

ReviewTrackers

Key Takeaways from ReviewTrackers Local Search and Online Reviews Survey 2017. Over 50 percent of consumers often or always check out online reviews, while only 34 percent seek out information on discounts and pricing.

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Getting More Referrals = Letting People Your Customers Care About Know About Brands That Care About Them

Michelli Experience

In last week’s blog , I made a distinction between “likely to recommend” and “actually recommend.” I also suggested that from my vantage point the Net Promoter Score® (which is calculated using a single question about likelihood to recommend) has greater predictive value for customer loyalty (return business and future spend) than it does about advocacy (referrals).

3 Reasons Contact Center Analytics Fails

Calabrio

Timely insights about customer behavior. Better understanding of what your customers experience. Happier contact center agents. More loyal customers. Sounds great, right? The potential for contact center analytics is high. But reality often falls short. Here are three main reasons why. Confusion About Contact Center “Analytics”. The largest problem facing successful contact center analytics is simply confusion on what it is and what it does.

The Ten Commandments of Customer Service

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

Lose the Customer’s Confidence and You Lose the Customer

ShepHyken

My wife and I were on the phone with our bank. They take care of our checking accounts and credit cards for our entire family, and we were having a problem transferring money from one account to another. The frustration began with fifteen minutes of hold time.

3 Customer Service Skills Your Employees Need to Create Customer Loyalty

Michel Falcon Experience

Welcome to this week’s video where I teach you how to use customer experience and employee engagement strategies to grow your business and create customer loyalty.

5 Qualities of Great Customer Service Managers

Customers That Stick

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. Customer Service Blog

Getting Real Business Value from Customer Journey Mapping

MaritzCX

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

Monetizing a Net Promoter System®: Adam Dorrell Joins Amazing Business Radio

CustomerGauge

CEO and co-founder of CustomerGauge, Adam Dorrell joined Shep Hyken on Amazing Business Radio this week to discuss how companies can monetize a Net Promoter System. In the interview, Shep and Adam discussed some of the findings from CustomerGauge’s 2016 NPS Benchmark Survey, which found that the NPS industry still has a long way to […]. The post Monetizing a Net Promoter System®: Adam Dorrell Joins Amazing Business Radio appeared first on CustomerGauge.

Clarabridge Research Shows 4 ways to Improve CX in the Contact Center

Clarabridge

Clarabridge recently conducted a study of both contact center agents and consumers. We wanted to see where their expectations and experiences lined up when it comes to customer service calls. No surprises here—the customers and agents don’t typically see eye to eye.

A Look at The Next Generation of Service Desk [Infographic]

Merlin

Service desks are a necessity for any organization that harnesses the advantages of IT and the same time, wants to operate efficiently and effectively. As technology develops at a rapid pace, the IT service desk provided by companies will need to keep up.

Key Questions to Answer Before Creating a Customer Experience Management Program

MaritzCX

The corporate world is very excited about the promise of improving customer experience, with an eye toward creating better financial outcomes. A Gartner Study found that in 2016, 89% of companies planned to differentiate themselves primarily based on their customer experience.

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.