Sat.Dec 16, 2017 - Fri.Dec 22, 2017

How to Set Goals & Build a Strategy to Drive Customer Experience Improvement

Comm100

Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Nowadays, having competitive prices and bombarding customers with advertisements and offers is not enough.

How to Create a Customer Feedback Form Without Causing Friction

Kayako

Customer feedback is important for any business that wants to better themselves. We can collect feedback on virtually any aspect of our business—our customer support, our website’s usability, the effectiveness of email campaigns, you name it.

Top 10 business stories of 2017

Vision Critical

We’re wrapping up 2017 with a recap of the biggest stories of the year from the Vision Critical blog. Here’s a look at the stories that researchers, marketers, innovators and CX professionals were talking about this past year.

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Planning for 2018? These Blogs and Reports Should Help

inContact

NICE inContact’s blog keeps you up to date on the hottest contact center trends – but with 3-4 posts a week, it may be hard to get to it all! I have put together a list of the “must reads” for 2017 leading into the new year that could help with your 2018 planning. Happy reading!

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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

Tailor Customer Experience for a Better Fit – Learn from TechStyle and Forrester

inContact

Recently TechStyle underwent a massive change in their approach to solving their contact center technology needs to address the customer experience journey. TechStyle is global retailer consisting of a collection of apparel brands with over 4.5 million VIP members selling throughout North America, Europe, and Australia.

{Infographic} Going Beyond the Presents for the Christmas Season

Michelli Experience

__. Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli. Save Save.

Best of the Podcast: Defining the CX Role In A Mission-Focused Company with Lyft’s VP of Customer Experience and Trust

Customer Bliss

This year has been chock full of informative interviews with CX leaders on my podcast, The Chief Customer Officer Human Duct Tape Show.

What Could Indiana Jones Tell You About Your Customers?

Wired and Dangerous

Customers today are “over surveyed”. We are asked after almost every interaction to report on our experience and these requests take every imaginable form.

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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.

Nielsen’s Lynda Clarizio shares her perspective on the evolving media landscape

Vision Critical

Lynda Clarizio has seen the world of advertising evolve from several vantage points thanks to a varied career that goes back to the early days of the commercial Internet. Now president of U.S.

{Infographic} Going Beyond the Presents for the Christmas Season

Michelli Experience

__. Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli. Save Save.

What is Review Generation?

ReviewTrackers

Review generation is the process of getting more customer reviews on your business locations’ online review pages on sites like Google, Facebook, TripAdvisor, and Yelp. This can be done by: Sending emails to customers asking them to leave reviews for your business.

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The Best Customer Success Articles of 2017

Amity

Dealing with some end of year FOMO? We know, it's the season - it's easy not to feel ready for the new year when you're still working hard to wrap up the quarter. We've got just what you need.

How to Create an Exceptional Customer Experience

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

Aligning Businesses to Customer Needs: an Exclusive Interview with Mr. Abhay Singh Chauhan, Customer Service Head, Avery Dennison

Customer Guru

Customer Guru has taken this initiative of sharing the experiences of successful CX leaders across India to inspire and guide professionals in understanding and adopting customer centricity in their organizations.

Experiential Lessons for the Christmas Season: Going Beyond the Presents

Michelli Experience

It’s been said there are two types of people in the world. Those who believe there are two types of people in the world and those who do not! When it comes to this time and season of the year, I believe there really is only one type of person. That person understands, despite the hype, that gift giving is secondary to many other more personally satisfying holiday experiences, such as: Quality time spent with family and friends. Laughter. Deep spiritual connections. Sumptuous food.

Amazing! The Feelings That Drive An Economy Might Surprise You!

Beyond Philosophy

Consumer confidence is a funny thing. It is little more than a feeling, and yet it drives millions of dollars in business—especially around this time of year. A recent JLL Retail survey revealed that consumer confidence is high, making the outlook for the holiday season holly jolly.

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5 Must-Ask Questions for Customer Success Calls

Amity

In this SaaS day and age, using, switching, or even creating a product has become like a walk in the park. As a direct result, there are software products/tools for everything you can possibly imagine, and a lot of them.

Customer Experience Transformation in Telecoms

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

Using Communication To Make Your Brand Unforgettable in 2018

CX Journey

Image courtesy of Pixabay Today I am pleased to share with you a guest post by Julian de Sevilla with PATlive. An effective customer service solution has always been a tool that helps businesses stand out.

Strike One and You’re Out! Five Ways to Ensure Your Customer Service Is a Hit

ShepHyken

Here is a sobering statistic. According to the Five9 Customer Index 2017 report , 77% of customers in the B2C space will not do business with you again if you give them bad customer service the first time they do business with you. This is huge.

UK Scores Fall Whilst U.S. Rise – What’s The Problem?

Beyond Philosophy

Every time I go back to the UK I feel like I took a step back in time. The Customer Experiences I have in the UK are not as good as I have in the USA, now there is evidence to back this up.

Experiential Lessons for the Christmas Season: Going Beyond the Presents

Michelli Experience

It’s been said there are two types of people in the world. Those who believe there are two types of people in the world and those who do not! When it comes to this time and season of the year, I believe there really is only one type of person. That person understands, despite the hype, that gift giving is secondary to many other more personally satisfying holiday experiences, such as: Quality time spent with family and friends. Laughter. Deep spiritual connections. Sumptuous food.

The Ten Commandments of Customer Service

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

FIND OUT WHAT IT TAKES

MaritzCX

Customer Satisfaction The Primary Objective The VKB’s fundamental aim is that of a thoroughly customer centric organisation. To stay out front as an industry pioneer, in 2015, the VKB anchored raising customer satisfaction as one of the company’s primary objectives.

Expert in the Spotlight: Jim Tincher

Heart of the Customer

Read the full article at Lumoa.me. The topic of customer experience has been trending throughout this year. More and more companies put a customer at the centre of their business operations. At Lumoa, we believe that it’s only the beginning.

How to look a Gift Horse in the mouth…

Helen Dewdney

Know your rights on unwanted Christmas gifts. Over the Christmas period many of us will be given presents that sadly we don’t want. I’ve been answering questions from consumers about what their rights are. 1) Will stores take back any item?

What is Customer Experience Collaboration?

ClearAction

What is Customer Experience Collaboration? Lynn Hunsaker. Imagine your company as a sports team, such as volleyball, soccer, hockey or football: do you truly pull together, have one another’s backs, share opportunities and show your opponents and fans you’re a well-oiled machine?

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

Customer Service Expert Shep Hyken on the Importance of Online Reviews and Consistent Customer Experience

ReviewTrackers

When you incorporate online review management and analysis as part of your brand reputation and customer feedback collection efforts, you take control of an important part of your marketing efforts.

What your CX program can learn from my five-year-old daughter

OpinionLab

My strong-willed daughter just turned 5 and I have noticed a recent change in her vocabulary as her favorite word is shifting from “no” to “why”. She still uses “no” a bit more than I would prefer but “why” is becoming increasingly prevalent. While this subtle shift from defiant to inquisitive is encouraging, “why” comes with its own inherent challenges. Here is an example of a typical exchange: Me: You can only have one piece of candy. My daughter: Why? Me: Because too much candy is bad for you.

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The Impact of Customer Service on Purchase Decisions

Provide Support

The Impact of Customer Service on Purchase Decisions. Zendesk survey revealed that 62% of B2B and 42% of B2C customers purchased more after a good customer service experience while 66% of B2B and 52% of B2C customers stopped buying after a bad customer service interaction.

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B2B Customer Experience: Do This, Not That

ClearAction

B2B Customer Experience: Do This, Not That Lynn Hunsaker. Is business-to-business customer experience management (B2B CXM) a watered-down or a souped-up version of consumer experience management?

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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.