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.

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.

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.

ROI 174

How Omnichannel Ready Are You?

In this white paper, we will highlight some very common customer support problems that exist in most E-commerce businesses. Our intent to provide you with a solution that will set your business apart from your competitors so you can attract and retain your customers better.

More Trending

Here’s an Idea: Put Millennials’ Needs First

BlueOcean

The oldest Millennials are now hitting their late 30s (gulp… really?) They make up more than 30% of the workforce with a cohort that consists of 75 million people. What does that mean for outsourced contact center employers?

{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.

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.

eBook 157

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.

Build a bot with the Genesys PureCloud platform and Amazon Lex

Take a front-row seat to hear how this contact center integration will upgrade your IT infrastructure. Learn how to practically apply Amazon Lex and machine learning to replace your legacy IVR and overcome common IVR problems.

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.

Hotels 141

{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.

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.

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.

Frost & Sullivan White Paper–CX Innovation Through Agile & DevOps

Organizations are continuously improving their CX systems in an effort to keep up with customer demands. Automation increases quality and accelerates innovation. Learn how adopting Agile/DevOps will accelerate innovation and exceed customer expectations.

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!

Report 172

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.

If we understand our customers, how do we then improve customer experience?

Storyminers

This guest post is from Lisa Kenny of Maru/Syngro , exclusively for StoryMiners. If we understand our customers, how do we then improve customer experience? More often than not, an organization will analyze customer feedback, pick the most common denominator and seek to fix the problem quickly.

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.

eBook: Top 6 Benefits of Improving CX Assurance

More and more organizations understand the value of delivering a high-quality customer experience and investing in improving their CX assurance processes. Automating testing and monitoring, top the list of ways to improve their CX assurance efforts.

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.

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.

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.

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.

How to Create an Exceptional Customer Experience

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

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.

Sports 130

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.

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?

CX Initiatives: What if Employees Are Not On Board?

Beyond Philosophy

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. One of my favorite movies about business in general, and employee behavior in particular, is Office Space.

Customer Experience Transformation in Telecoms

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

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.

NPS 78

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.

B2C 74

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?

B2B 80

Does Your B2B Organization Find Much Value in NPS?

Truthlab

Reading Time: 1 minute I am an avid reader of @btemkin of the Temkin Group and most of you have probably read a lot of his fantastic content. Bruce recently posted about a subject I feel passionate about and had to pass it on to you. Do Companies like Net Promoter Score?

The Ten Commandments of Customer Service

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