Sat.Apr 01, 2017 - Fri.Apr 07, 2017

The Human Experience (HX) – the result of all other experiences


There are certain things in life that are indisputable. Money does not grow on trees, is just one example. The earth is round, is another. Additionally, it cannot be denied that we – that is you and I – in fact all people on the planet – are human beings.

Unite the silos: The channel-by-channel curse

Customer Bliss

eConsultancy just put out a guide around customer experience best practices , some of which are detailed in this blog post. Two stats jumped out at me right away — and those two stats are indicative of problems that some CX teams are having.

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Value Chain Thinking Improves VoC ROI


Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. The key to VoC maturity and ROI is not sophistication or breadth of market research. It’s about viewing VoC itself and VoC actions and metrics as value chains. What is a value chain?

ROI 83

4 Technology Trends set to Improve Customer Experience in 2017


There's no denying the fact that customer service is critical to any business. As customers have more alternatives than ever, the businesses that win the battle of customer service gain a clear competitive advantage.

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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The right vendor is worth their weight in gold


When implementing a new contact center, or transforming to a next generation one, the most critical piece of the puzzle is not the technologies implemented, but the vendor that does the implementing. Read More. Jacada Blog

The 10 Commandments of Customer Experience

CX Journey

Image courtesy of Castles, Capes & Clones I originally wrote today's post for Clicktools. It was published on their blog on June 7, 2016. I've made slight modifications. Are you following the 10 Commandments of Customer Experiences? Or is it time for a confession?

4 Steps for Pitching Online Review Management Prospects

“Reviews should be ignored.” ” No one says that of course, they just do it. Most small business owners aren’t managing their reviews well. They don’t ask for reviews and many ignore the random reviews they get. Those who have lots of positive reviews squander them.

Why Support Should Have a Voice in Product Development


Where do you begin when you develop a new product or feature? Product development can seem overwhelming. There are so many moving parts that trying to create something valuable from nothing can seem impossible. And with so many stakeholders to please, whose opinion should you seek?

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.

Measuring customer experience in less invasive ways


Intruder alert! While it is crucial to find out exactly how your customer feels, in order to deliver better service, intrusive methods like surveys and callbacks can easily end up shooting your efforts in the foot. Read More. Jacada Blog

Inspiring a Sales and Service Culture


Next week, join over 500 professionals preparing to gather at CXFusion to learn how to create exceptional customer experiences.

4 customer-based strategies health care can learn from retail

Vision Critical

Long after the Affordable Care Act spurred a shift from fee-for-service to value-based , patient-centric care, many health care providers are still at a loss. What exactly does “patient-centric” care mean? What does it look like, and how should providers implement it in their practices and hospitals?

How to Unlock Your Outstanding Service Culture for Good


Service culture is the holy grail for many organizations. It’s the secret sauce of those companies we hold up as the role models of customer-centricity. Companies like Rackspace or Safelite are well-known disruptors in their industries simply because they focus like crazy on their customers.

Customer Experience Transformation in Telecoms

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

The changing nature of the customer journey


In today’s omnichannel world, the customer journey is no longer a straight line from A to B, but rather a meandering path, encompassing multiple touchpoints. Read More. Jacada Blog

Digital Signage: Enhancing the CX Experience in The “Other Showroom”


Dealership in-store digital video is nothing new. But what’s new about the recent announcement from General Motors is the potential for a large group of GM auto retailers to offer narrow-casting content to an audience already stationed at the dealership that isn’t exclusively the same ole “price and item” strategy retailers seem to crave. I say. View Article

Reshaping retail: 3 innovation strategies for the e-commerce era

Vision Critical

Half of shopping malls in the United States will either close down or suffer steep decline in the next few years, according to one industry analyst. Though brick and mortar sales are down only five percent since 2015, the closure of many anchor tenants has significantly impacted shopping malls.

How Do Your Customers Rate Your level of Innovation?

Wired and Dangerous

You take your car in for regular maintenance and your body in for a physical exam. Women get a mammogram; men get a PSA check. The optometrist checks your eye sight; the audiologist your hearing and your dentist checks for cavities. What about the service you provide to your customers?

The Ten Commandments of Customer Service

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

Don’t Put the Onus on the Customer


One of our faithful Shepard Letter subscribers, Warren Danziger, emailed a great story worth sharing with everyone.

TechStyle Improves Contact Center Efficiency and Customer Service with inContact


The fashion world constantly needs shaking up, and TechStyle is doing exactly that. By providing monthly shipments of trend-setting clothing for subscribers, TechStyle is reinventing retail for millions of its customers.

Equal Pay Day at ReviewTrackers


We Stand For Equal Pay. In the U.S., women earn about 76 cents per dollar earned by men on average, but the causes of the gender pay gap are a bit more complicated. Empowering Women in Tech.

Here’s Why We Think Multilingual Support Is Worth It


Customer service support should know no boundaries and language barriers. If you are running an enterprise wanting to cater for the global market but think that monolingual customer support is enough to sustain your business, you might be missing out big opportunities.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

Guest Blog: 4 Things to Learn from a Disappointed Customer


This week on our Friends on Friday guest blog post my colleague, Swati Kungwani, writes about the value of customer complaints to a business. Complaints are opportunities to show how good you can be. Shep Hyken. Treasure the learnings to maximize business earnings! Disappointments can be delightful!

“Sorry Seems To Be The Hardest Word” – How To Apologize

Beyond Philosophy

Of course, we all make mistakes. Some of us make mistakes multiple times a day. Businesses need to be mindful of mistakes they make that impact their employees and customers. Company Apology Guidelines.

How Sustainable Businesses Drive Customer Loyalty


Not all consumers are passionate about the environment. The consumers who are, however, care about how your company invests in environment-friendly practices. According to a survey by Pew Research Center , 74 percent of adults in the U.S.

4 Onboarding Mistakes & How to Avoid Them


Let’s say your sales team closes a huge deal. Then one year later, that client decides not to renew. What went wrong? If you’re not sure, it may be time to reexamine your onboarding process.

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.

CCXP Exam Preparation – finally a book to help you…


Finally, a book has been written to help anyone aspiring to become a Certified Customer Experience Professional (CCXP)! I wish I could claim the credit for such an important milestone for the fledgling, global, professional qualification… but I cannot!

Podcast: The Science Behind Clicking “Buy” with Jonathan Levav


Do you shop online differently if the purchase involves clicking buttons vs. dragging an item into cart? Does a product search feel more fulfilling if it forces you to scroll through a vast trove of options? Do your survey responses change if the scale starts on the left or the right?

Boosting the Strategic Value of Your Customer Service Operation

Brad Cleveland

Call Center Contact Center Customer Service Leadership Videos Brad Cleveland leadership strategic value

What You Should Measure, But Probably Don’t


Okay data junkies, let’s pause for a second (or about 244 seconds as this article is a little lengthy), and review what we are measuring in our Customer facing organizations. You’ve probably heard the saying, “If you build it they will come.”

5 Customer Satisfaction Templates You Can Use Right Away

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