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

Why Support Should Have a Voice in Product Development

Kayako

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?

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.

{Infographic} Likely to Recommend vs. Actually Recommending: Loyalty vs. Advocacy

Michelli Experience

Business Customer Advocacy Customer Engagement Customer Experience customer loyalty Customer Service Customer Value Employee Engagement Human Performance Joseph Michelli Leadership Keynote Advocacy Likely to recommend Loyalty Net Promoter Score NPS The Michelli Experience

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.

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.

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3 Ways to Stop Creating Poor Experiences

360Connext

Ever hear of a “stop doing” list? All the cool kids and productivity gurus have mentioned them. The idea is to create a not-to-do list so you are reminded of tasks you should delegate, ignore, or intentionally decide to cease.

4 Technology Trends set to Improve Customer Experience in 2017

Jacada

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.

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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 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?

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.

TechStyle Improves Contact Center Efficiency and Customer Service with inContact

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.

The changing nature of the customer journey

Jacada

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

Is better customer service the “necessity” that AI needs to be relevant?

NewVoiceMedia

Recently, Craig Borowski, Customer Service Market Analyst for the online technology consultancy Software Advice, released a new report which studied if better customer service is the “necessity” that AI needs to be relevant.

{Infographic} Likely to Recommend vs. Actually Recommending: Loyalty vs. Advocacy

Michelli Experience

The post {Infographic} Likely to Recommend vs. Actually Recommending: Loyalty vs. Advocacy appeared first on Joseph Michelli.

How to Create an Exceptional Customer Experience

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

CCXP Exam Preparation – finally a book to help you…

ijgolding

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!

The right vendor is worth their weight in gold

Jacada

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

Here’s Why We Think Multilingual Support Is Worth It

Merlin

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.

How to Unlock Your Outstanding Service Culture for Good

360Connext

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 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?

Measuring customer experience in less invasive ways

Jacada

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

Likely to Recommend vs. Actually Recommending: Loyalty vs. Advocacy

Michelli Experience

I am a huge proponent of the concept behind the Net Promoter Score® (NPS)®. As you likely know the NPS® is calculated by asking customers: How likely is it that you would recommend our company/product/service to a friend or colleague? Respondents are given choices on a zero to 10 point scale. Those who indicate 9 or 10 are classified as promoters, 7 and 8 are referred to as passives, and respondents who answer 6 or below are viewed as detractors.

Cross-Company CX: Closing the Loop at Every Level

CustomerGauge

When discussing closing the loop with customers and delivering great CX, responsibility is often shifted to the frontline. While it’s true that these employees are the first line of defense in resolving issues with dissatisfied customers, they aren’t the only ones bearing the burden.

The Ten Commandments of Customer Service

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

“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.

Value Chain Thinking Improves VoC ROI

MaritzCX

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?

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You Can Absolutely Ignore Social Customer Care

The Upsell

Is social customer care important to you? Recently, customer service king o’kings Shep Hyken, visited Social Media Marketing World in San Diego to speak on the customer experience and its changing nature.

How Sustainable Businesses Drive Customer Loyalty

ReviewTrackers

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.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

What You Should Measure, But Probably Don’t

Amity

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 CRM Features Your Company Needs To Recharge Customer Experience

Win the Customer

Customer relationship management software has become an essential sales tool for businesses. The global CRM market grew 12.3 percent from 2014 to 2015, from $23.4 billion to $26.3 billion , Gartner reported. By 2020, the market is expected to be worth $48.4 billion.

Inspiring a Sales and Service Culture

MaritzCX

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

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Net Promoter® White Paper: Next-Generation Net Promoter®

CustomerGauge

Introducing Next-Generation Net Promoter® It’s time to shake up the status quo and forge a new path in the Net Promoter Score® narrative. Welcome to Next-Generation Net Promoter®, the newest methodology from our latest white paper.

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.