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.

Forbes Insights: Data Elevates the Customer Experience

New ways of discovering and applying customer insights

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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.

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.

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

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.

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.

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.

The Ten Commandments of Customer Service

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

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.

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?

[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.

What Makes a Successful Voice of the Customer Program

Learn how to build, maintain, and sustain an effective results-driven VoC program.

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.

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 32

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.

How to Build Great Customer Journeys

Make Each Touchpoint a Meaningful Experience

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.

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.

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.

Guest Post: Increase Your Social Media Engagement with These Proven Strategies

Natalie Petouhof

Tweet. There is no question that social media has earned its spot in every business’ digital marketing strategy. The rise of social platforms such as Facebook, Twitter, Instagram and LinkedIn have forever shaped the way users express themselves online.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

10 Ways To Improve The Online Customer Experience For Shoppers

LiveChat

There’s more competition than ever online as you try to sell your goods. Customers are looking for more than just a utilitarian shopping site, they want an experience. How can you tempt them away from the big companies and over to you?

The Best Reputation Management Software: 4 Features to Look For

ReviewTrackers

If you’re looking for a tool or software product to help you protect, manage, and build your company’s reputation, you’ll quickly realize that there are so many providers to choose from. You’re in a big, rapidly growing market, and it can be challenging to try to narrow down your choices.

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.

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.

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.