Sat.Jul 02, 2016 - Fri.Jul 08, 2016

Your Customer Service Team Can Win or Lose you Business


When you call in to speak with the customer service team of a cable company to cancel your contract, you might expect some hiccups, but overall would expect it to be relatively easy. Perhaps the customer support agent might try to plead with you to not cancel your contract, but ultimately they should respect your request. But not for former Engadget editor-in-chief Ryan Block. Block called customer retentions to cancel his contract with Comcast.

Building Your Training Team from the Ground Up

NICE inContact

One of the most vital components of any contact center is the training department. No matter what kind of center you operate, it’s critical that those interacting with customers possess and maintain a solid understanding of the overall business, as well as its practices and procedures. Having an in-house training team provides a myriad of benefits to any center.


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4 growth predictions for market research


Growth in market research spending has been modest for the past few years, according to ESOMAR’s annual Global Market Research (GMR) report. Revenues being generated a year ago have broadly been maintained,” ESOMAR reported in its 2015 edition, saying the industry’s market growth is 0.1 percent. That statistic from ESOMAR might suggest that the demand for market research is waning, but that can’t be further from the truth.

31 Questions to Help You Craft the Perfect Customer Satisfaction Survey


Customer satisfaction is a crucial metric. Knowing how your customers feel about your product, services, and support team is critical to understanding how to grow as a company. Customer satisfaction surveys can help you yield useful data that otherwise could be hard to quantify. Yet knowing what to ask, and then creating a survey from scratch, can be a daunting task.

The History of the Word "Hacker"

According to one of the best English etymological dictionaries available, the word "hacker", with the sense of evil/good and brilliant computer programmer, was born in the halls of MIT. This fact alone reminds us that culture and words begin in actual places. At that time, to hack code, or hack out code, had a negative connotation. Where did this come from? Read this eBook to learn how the word "hacker" has evolved.

Life’s too short for bad customer service. Meet the new Kayako.


When we built the first Kayako, we wanted to create a customer service tool that had the customer at its heart. Something that would help us speak the customer’s language, tick their boxes, and voila — ticket closed. Happy customers, happy support team, right? But times have changed.

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“Oh when you smilin’, when you smilin’ The whole world smiles with you” – do happy customers = better customer experiences?


I make no secret of the fact that I am a fan of ‘old fashioned values’ in the delivery of great Customer Experiences. Championed by the most customer centric brands in the world, such as the Ritz Carlton, the importance yet simplicity of ‘pleases’ and ‘thank yous’ cannot be underestimated in the effect they can have on customers and the way they are made to feel in their daily interactions with organisations and their people.

Because We Were Willing to Build a Business Back Then

Steve DiGioia

the almighty dollar was not the driving force for every transaction This original article was written by Steve DiGioia. I remember the local hardware store when I was a kid. It was owned by a wonderful man that would go out of his way to assist you with finding anything in the store as well as provide you with general fix-it knowledge. He understood how to build a business. Apparently he was also a jack-of-all-trades and was more than happy to offer his advice on how to fix almost anything.

3 Ways to Survive Dangerously Casual Customer Reviews

Experience Investigators by 360Connext

Customer feedback is customer experience gold. That’s why there are transaction surveys, experience surveys, customer interviews, customer focus groups (although you know I’m not a fan) and many, many formal ways to gather feedback and use it to improve the experience. But many customers don’t want to answer your survey questions. They’d rather tweet about […].

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Report: State of Employee Engagement Maturity, 2016

Experience Matters

We just published a Temkin Group report, State of Employee Engagement Maturity, 2016. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: Engaged employees are critical assets for any customer experience effort. As engaged employees are critical assets, it’s not surprising our data shows that customer […].

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

What Every Marketer Needs to Know about Brand Image, Equity, Personality & Archetypes


Your brand is not what you think it is! It is what your customers think it is; its brand image, personality and its value to them. I was lecturing at Miami University a couple of weeks ago on brand image and personality. These are two vital elements of branding. They need to be clear and consistently represented in all your communications. If you’re having issues with your own brand in either of these areas, then you’ll find the following article both interesting and valuable.

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What Cable Providers Can Teach Your Business About Customer Service


When it comes to delivering excellent customer service, most people would say the cable industry isn’t exactly a shining example of customer satisfaction. Historically, their reputation in this arena has been acceptable at best, and more often described as “nightmarish.” So if you’re wondering what you could possibly learn from reading this—don’t worry, I’ll explain.

Brand Independence Day: Staying in the Black from One of the Men in Black

Michelli Experience

While I have many mentors when it comes to business success, branding, and customer experience delivery, seldom do I look to actors or actresses to give me wisdom in these areas. Recently, however, I was taken aback by the succinct and powerful branding perspective offered by Will Smith.

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Customer Experience Podcast – Big Lessons From My First 12 Guests

Customer Bliss

My goal in coaching leaders and bringing them together is to create an engaged community that learns from one another. Fearlessly, with no holds barred. That has been my intention behind my books, blog, speaking and work as co-founder of the Customer Experience Professionals Association. That is also behind why I have launched a customer experience podcast series – so that we can hear each other’s’ voices and celebrate in our successes and learn from our challenges.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

What Every Marketer Needs to Know about Brand Image, Equity, Personality & Archetypes


Your brand is not what you think it is! It is what your customers think it is; its brand image, personality and its value to them. I was lecturing at Miami University a couple of weeks ago on brand image and personality. These are two vital elements of branding. They need to be clear and [.]. The post What Every Marketer Needs to Know about Brand Image, Equity, Personality & Archetypes appeared first on C3Centricity.

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What’s the State of Social Customer Care in 2016?


In our world, it’s a little bit soul crushing to know that one third of people in the US would choose to clean a toilet over talking with customer service. But it is also a call to action. If the call to customer care is a dreaded and distasteful last resort, how do we adapt and improve the experience? And the next obvious question is: how does social media impact our practices?

Tactics that Kill Customer Relationships

Who's Your Gladys?

While many companies like to combine stellar customer service with a subtle up-sell to grow their sales, there’s a fine line between an up-sell and a turn-off. Here’s a great example of what not to do. I had 10 minutes to squeeze in a quick call. The post Tactics that Kill Customer Relationships appeared first on Who's Your Gladys? Communicating with Customers customer experience technology customer loyalty Customer Service Dissatisfied customer Marilyn Suttle

How Emotions Impact Customer Experience

CX Journey

Today I'm pleased to share a guest post by Vit Horky of Brand Embassy. Isn’t science awesome? As Bill Nye said, the great thing about it is that it’s true, whether you believe it or not. That’s why I’m so excited about the new research showing that our decisions are guided by emotions in ways we never imagined. This has the potential to completely revolutionize the way we think about customer service. What did you have for breakfast? Maybe you had an apple because you want to be healthy.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

A Big Trend in Customer Experience (CX): Convenience


Competitive Strategy. What is one of the most valuable commodities in the world? There is an old saying that goes something like this: “If you build a better mousetrap, the world will beat a path to your door.” This is often attributed to Ralph Waldo Emerson and the concept of a better mousetrap is a great metaphor for a reason to continuously innovate.

Uncovering CX in China: They’re Ready, Are You?

Beyond Philosophy

As a Customer Experience consultancy, Beyond Philosophy , we have worked in China on a few occasions. We learned a few things about what to do and what not to do there, as it pertains to Customer Experience. Three Truths Every Marketer Should Know about CX in China. China is still in the early stages of Customer Experience discovery. China sees us as the thought leadership of Customer Experience. China has potential to leap-frog other markets as it is a massive opportunity.

All you need to know about complaining to telecom providers

Helen Dewdney

Telecoms and Energy – the worst sectors. dreadful. I get asked a lot about how best to complain in these sectors. I have therefore provided the links you might need here: All you need to know when your phone/energy bill is wrong this was about the Vodafone fiasco with their billing system and provides advice about how to complain when your bill is wrong and provides other useful links. How to complain about broadband speeds/service interruptions. Mis-sold a contract? How to get out of it

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Customer Experience and the Bottom Line

CX Journey

Image courtesy of dizzycage Still trying to show executives how your proposed customer experience improvement initiatives impact the bottom line? As you know by now, I'm no stranger to advocating for - and writing about - ROI and building the business case for you employee and customer experience improvements. The implications of investing in both the employee experience and the customer experience are measurable against the bottom line.

Leadership Panel: Lessons Learnt from a Global Support Community

Speaker: Panel hosted by Adrian Speyer, Head of Community, Vanilla Forums

Are you struggling to support your global community? Or, are you not even sure where you should start. Establishing a global support community comes with many many questions. How do you encourage your customers to help others? What are the key metrics to measure? What are the biggest challenges? Our super panel consists of community leaders from around the world, each of whom, have experienced and overcome the challenges of a global support community. They are ready to share the trials and triumphs, and everything in between, on the road to a successful community.

5 Top Customer Service Articles For the Week of July 4, 2016


Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 3 Tips for Using Twitter as a Customer Service Tool b y Joe Wadlington. Hootsuite) Want to learn how to better engage with existing and potential customers on Twitter? Here are three tips to help you do just that.

The best (and worst) uses of journey mapping workshops

Heart of the Customer

We often get calls from organizations who want to hold a journey mapping workshop, but have no time or budget for research. Our willingness varies depending on what the client is looking to accomplish. There are times when a workshop is absolutely the best journey mapping methodology – and times when it’s a train wreck. […]. The post The best (and worst) uses of journey mapping workshops appeared first on Heart of the Customer. Customer Experience

Engaging Front Line Workers Should Be Part Of Your Growth Strategy

Middlesex Consulting

No one can say, “I am a Service Manager” without having read (and maybe saved) at least one article, blog post, or LinkedIn Pulse piece about employee engagement. (A A Tweet does not count.). The reason this topic is so important is because there is a well-established link between employee engagement and customer satisfaction.

How To Transform Your Customer Into Your Partner


These days, customers expect a lot from businesses. Simply offering a great product or service at a competitive price isn’t enough. You need to go beyond that to really stand out from your competitors and bag yourself a loyal customer. Great customer service is a start, but you need to make your clients feel like you are on the same team. You need to take them from being a mere customer and transform them into a “partner” of your business.

Customer Engagement Is a Two-Way Street

Two-way engagement means creating opportunities for conversation. Go beyond the obvious step of responding to complaints and comments; your customers want and deserve more than that. Implement these four tips to boost your two-way engagement.