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

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


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.

Building a Culture of Customer Care Isn’t Easy


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.

Trending Sources

Local Search and Online Reviews Survey 2017


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.

ChatBots are the Future of Customer Service


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

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

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The Tipping Point for Loyalty Is Exceeding Customer Needs


What do my customers want? This question is on the minds of most CEOs and managers who think about innovating and growing their companies. But sometimes this question makes us get ahead of ourselves.

Tips 64

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


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.

Key Questions to Answer Before Creating a Customer Experience Management Program


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.

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.

The Ten Commandments of Customer Service

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

What is the Google Home Service Ads Program?

Change has a funny way of sneaking up on you. Especially when you work in an industry with as many moving parts as digital media marketing. When it comes to digital, change is more than just inevitable — it’s a way of life.

Reviewer After United Airlines Incident: ‘Don’t Take This Airline’


Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: United Airlines’ customers are outraged because of the forced removal of a passenger from a plane.

Automotive Industry Transformation = Disruption or Opportunity?


Over the past two decades we have witnessed a massive transformation in the automotive industry, driven primarily by advances in technology. Where once the value in vehicles was 90% hardware-based, this has shifted to more than 50% software-based 1. Not surprisingly, this has dramatically changed the experience of buying, owning, driving, and maintaining a car.

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.

How to Build Great Customer Journeys

Make Each Touchpoint a Meaningful Experience

Improving Customer Access to Tech Support: A Case Study


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.

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


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.

The real purpose of a business

Customer Enthusiast

5 Qualities of Great Customer Service Managers

Customers That Stick

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5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

Static vs. Dynamic Segmentation Models for Customer Success


The same engagement strategies won’t work for all customers. The wrong actions, sent to the wrong customer at the wrong time can be deal-breakers.

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Why your B2B Customers won’t respond to your NPS survey, why it matters, and what to do about it

Waypoint Group

Is your Net Promoter survey looking for truth so your company can improve? Or are you merely fishing for compliments? Your customers know the difference. Do you?

Lose the Customer’s Confidence and You Lose the Customer


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.

Flower Your Customer’s Experience

Wired and Dangerous

We dedicated our current newsletter to Spring. “Spring is nature’s way of saying, ‘Let’s party!’” ” said the comedian, Robin Williams. It is the season of renewal and growth. It is a time when we think about going barefoot or going fishing.

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.

The Important Difference Between Customer Satisfaction and Customer Loyalty

The following post is an excerpt from Chad Keck’s upcoming book on Winning with Net Promoter. Complete the form at the bottom of this post if you’d like to be notified when the book becomes available. How many times have you heard that customer satisfaction is the key to a long lasting, successful business? Or […]. The post The Important Difference Between Customer Satisfaction and Customer Loyalty appeared first on Customer Success Featured General

3 Things Being an Overwhelmed Call Center Manager Taught Me About Motivating Employees

Myra Golden

I was sitting at my desk looking at my Outlook calendar. Four meetings, two of them overlapping, and literally only a break of about 15 minutes for a bite to eat. On my desk, stacks of papers, notes and folders reminded me of the two major projects I was running behind on.

Ready. Fire. Aim.

CX Journey

Image courtesy of prairiemomof2 Have you heard the saying, "Ready. What does it mean? Shoot before you aim. Shoot (or do anything) before you think or before you think it through. Shoot before you know what you're shooting at. Shoot before you know why you're shooting. Take your pick.

Report: Humanizing Digital Interactions

Experience Matters

We just published a Temkin Group report, Humanizing Digital Interactions. Emotions play an integral role in how customers make decisions and form judgments. This means that how a customer feels about an interaction with a company has an enormous impact on his or her loyalty to that company. However, companies tend to ignore customer emotions, […].

5 Customer Satisfaction Templates You Can Use Right Away

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

Why Is It Important to Have Customer Service Knowledge Base Software?

Provide Support

Why Is It Important to Have Customer Service Knowledge Base Software? Customer service is a defining quality of almost any business nowadays. Before, if you were the only local provider, your flaws in the support department were not so damaging, considering there was no competition.

Celebrating 100 Million Talkdesk Calls


It’s taken five years, but we’ve reached a huge milestone at Talkdesk! Today, the 100 millionth Talkdesk call was made.

Dun & Bradstreet on Creating a Single View of a Customer


Elizabeth Barrette, Senior Solutions Architect with Dun & Bradstreet, recently wrote an article entitled Creating a Trusted View of a Customer. Barrette explains, “ The value of a trusted view of a customer is fairly well known.