Sat.Feb 18, 2017 - Fri.Feb 24, 2017

How U.S. Bank Successfully Keeps Track of Reviews

ReviewTrackers

Customer Relationships and Moments That Matter

CX Journey

Image courtesy of Corporate Traveller Are you challenged at developing lasting relationships with your customers? I was recently sent a copy of KPMG Nunwood's report titled B2B Customer Experience: Winning the Moments That Matter.

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Navigating Generational Differences in the Contact Center Workforce

BlueOcean

What makes a great contact center agent isn’t as easy to define as you might expect.

Digital Strategy: 5 Best Practices to Improve Customer Service

Jacada

Digital Strategy: 5 Best Practices to Improve Customer Service. Today’s digital landscape has ushered in a new age in customer service.

The New Standard: Why Employee Obsession Matters

We often hear about putting the customer first, or the famous saying: the customer’s always right. But at TaskUs, we put the employee before our customers and before our shareholders. Read our eBook to learn more about why we focus on the employee experience.

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Surveys Results are Great, but What About the “Untold” Feedback?

360Connext

Consistently gathering customer feedback is a great way to see patterns around satisfaction, loyalty and other key performance indicators, but some of the most valuable information hides beyond typical survey results.

The Moment of Truth – A Co-creation Perspective

SuiteCX

“Words are made for a certain exactness of thought, as tears are for a certain degree of pain. What is least distinct cannot be named; what is clearest is unutterable.”. René Daumal. The Spanish expression “el momento de la verdad” signified the point in a bullfight when the matador makes the kill.

What does customer relationship *really* mean to you?

Vision Critical

Most companies know what their customers buy, when they purchase and where. But few truly understand why those customers buy—why customers choose to have a relationship with companies to begin with. Business leaders need to step back and more clearly define what customer relationships mean to them.

The cost of NOT focussing on Customer Experience

ijgolding

Last night, I received an email from a good friend of mine asking for my input into a question they had been asked by the senior leadership team of their organisation.

37 Techniques to Achieve Excellent Customer Service

Excellent customer support is essential for any business. Many are turning to phone support as the most effective way for developing personalized and real-time connections and solutions for their customers.

A micro-case study in CX: CoSchedule

Customer Bliss

I blog ( and podcast ) a lot around customer experience, and I’m usually on the go working with clients or at conferences/speeches/etc. Sometimes, though, a micro-case study in customer experience drops right into my lap.

Are You Listening for Customer Discontent?

Wired and Dangerous

Sitting by the window on the top floor of a high-rise Dallas hotel provides an amazing panoramic view. Weather becomes up close and personal. We watched a major rain storm crawl across the distant plains and deliver a hard punch to downtown Dallas streets. It sent pedestrians scurrying for cover.

Expert Interview Series: Mike Wittenstein of Storyminers About the Importance of Storytelling in Business

Storyminers

This interview was conducted by John Mattone and first appeared February 7, 2017 on JohnMattone.com. Mike Wittenstein advises leaders on how changes to their customer experiences can positively transform their brand narratives and their bottom lines.

5 Mistakes Your Employees Cannot Make on the Phone

Myra Golden

I just finished reviewing calls for a client I’ll be working with in Chicago. Before all of my onsite customer service training workshops, I like to listen to a random sample of calls between employees and customers. This call review helps me to know exactly where to focus in my training.

Customer Experience Transformation in Telecoms

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

Are You Suffering From Customer Overload?

Amity

For fast-growing SaaS companies, life is good in many ways. It means there is healthy demand for the product and sales are climbing. The best part is that the revenue is a recurring cash flow.

Customer Experience Leads to Recommendations (Charts For 20 Industries)

Experience Matters

If you want customers to recommend your company, make sure they have a good experience. In this post, I share data and analysis showing how customer experience correlates to customer recommendations across 20 industries. At the bottom of this post we’ve assembled a number of industry-specific data charts that you can download and use. In the […]. CCXP6 Metrics, Measurement, and ROI Customer experience ROI of Customer Experience

How Are You Helping Your Customers Self-Confirm the Sale?

ShepHyken

Just imagine if you were the Director of Sales for a private jet company. Would that be a dream job?

Sales 33

We All Hate Losing – Here’s Why

Beyond Philosophy

Tennis great Jimmy Connors famously said, “I hate to lose more than I love to win.”. His aversion to loss isn’t limited to elite athletes. Distaste for losing motivates politicians, gamblers, businesspeople and importantly, ordinary consumers.

The Ten Commandments of Customer Service

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

[Infographic] A Quick Guide to Customer Data

Amity

​In the world of SaaS, there certainly isn't a lack of data. In order to activate and leverage customer data for success, you need to start not only by collecting data but by collecting the right data.

Talkdesk Named Call Center Leader by GetApp

Talkdesk

Independent business tool analyst GetApp just released their Call Center Leaders report for Q1 2017 and the results show Talkdesk rapidly climbing to the top of the industry.

13 More Customer Service Blogs You Should Bookmark

Merlin

Customer service is the support you offer your customers before, during, and after purchasing your product. It’s what can make—or break—their experience with your business.

How to Recession-Proof Your Business - Frank Reactions

Tema Frank

Can you make your business as recession-proof as Apple?

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

Three Truths Proving Why Companies Should Be Customer-Centric

Amity

Since the early 2000s, companies from nearly every industry have come to the realization that building enduring customer relationships is essential to their success.

Guest Blog: Is Your Contact Center Prepared to Handle Breaking News?

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Kathleen Hettinger, discusses the importance of handling breaking news and how your organization should be prepared. In this age of 24/7 news, I find this a pertinent subject for all of us. Shep Hyken.

One Piece of Customer Communication that Fails to Delight

360Connext

Customers hear from you regularly. Right? As you dwell on how often you actually connect with a customer (once a week? once every few months? never?) I want to remind you of one simple fact. Your customers, if they are truly customers, pay you regularly.

It’s time to stop giving people Net Promoter Score® targets

Genroe

Sudoko has it’s roots in 19th century French newspapers (yes really) and only became mainstream from 2004 when it started appearing, seemingly, everywhere. Actually, I’m not a fan of this puzzle and, after trying them a couple of times, I gave it away. However, plenty of people have invested a lot of time solving some […]. The post It’s time to stop giving people Net Promoter Score® targets appeared first on Genroe. Best Practices Customer Feedback Net Promoter Score

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.

7 Tips for Getting More Chat Calls from Your Website Visitors

Provide Support

7 Tips for Getting More Chat Calls from Your Website Visitors. Lots of businesses today use Live Chat software for their online customer communication needs.

5 Top Customer Service Articles For the Week of February 20, 2017

ShepHyken

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.

How Many Stages Should be in Your Customer Journey Map?

MaritzCX

You may have read our previous blog about the basics of customer journey mapping. Now we are going to answer the commonly asked question of how many stages should be in your map.

Customer Story: Clearlink Maximizes Service Levels with inContact

inContact

Customer Story: Clearlink Maximizes Service Levels with inContact. Clearlink provides marketing technology and customer acquisition services to large national brands such as Dish, Verizon, AT&T, CenturyLink and Progressive.

5 Customer Satisfaction Templates You Can Use Right Away

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