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

How to Respond to a Negative Review

ReviewTrackers

“No business is immune to a negative online review.”. Even those with a 5-star reputation receive the occasional scathing comment from a customer-turned-critic (or a bitter ex-employee-turned-hater.).

What’s the State of Work-at-Home in Customer Care in 2017?

BlueOcean

About five years ago, we entered a discussion with a prospective client. They had been outsourcing their customer service to a call center with a predominantly “work-at-home” (WAH) model and one of the first questions they asked us was about work-at-home agents.

Trending Sources

The Role of Digital in Customer Experience, by Sandeep Kuvvarapu

ijgolding

The customer has always been at the heart of every business, be it a street vendor selling hot dogs or a multi-national firm selling a wide range of products.

How Contact Center Customer Experience Will Evolve in 2017

inContact

Contact centers will continue to evolve and improve as the need for better customer support continues to grow. And, since the need for customer support has never been higher than in 2017, it’s unlikely that improvements are going to slow down anytime soon.

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

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Engaging Your People in Customer Experience Improvement Activity: 6 Key Questions 

ijgolding

In this, my exclusive column for CustomerThink, I continue to explore in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric.

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Restaurant Guests More Likely to Leave Positive Reviews on Facebook

ReviewTrackers

Restaurant guests are more likely to leave high ratings on Facebook than on any other review site, according to research by award-winning customer feedback software ReviewTrackers.

Why are Companies Failing at Customer Experience?

SuiteCX

Brands are all touting customer experience but most are failing. Brands think they understand customer experience because they have Customer Data, and even Big Data. They use analytics and some technology to drive their next best actions.

6 TED Talks That Are Surprisingly Relevant to Customer Success

Amity

Who doesn't love a good TED Talk? Customer Success isn't just about Customer Success, it's about skills, learning, growth, people, and much more.

The Ten Commandments of Customer Service

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

Hot New Contact Center Technology in Early 2017

Jacada

New technologies for a new era. The contact center space is rapidly evolving, due to a range of exciting new technologies that will significantly alter the industry in the near future. Read More. Jacada Blog

Why the CX and Branding Departments Should Be Sharing Notes

MaritzCX

A few months ago at a sales training I was giving, I talked about our offering of “Brand Defector Research” and its use cases in the market. A team member raised his hand: “But we do not talk to Brand folks usually”. I looked at my slide, I looked at the words I was using, View Article

CX at the World’s Largest Manufacturer of Eyeglasses, With Diana Helfinstine – CB43

Customer Bliss

Episode Overview. Like many of the CCOs I interview on this podcast, Diana took on what was essentially a new role in her organization. She had to shape the role internally.

Signs You Work in a Toxic Environment

CX Journey

Image courtesy of lambert03 Is your work environment toxic? You wake up every morning and drag yourself into the office. You know there's a reason you drag and don't skip.

What Makes a Successful Voice of the Customer Program

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

To boost customer loyalty, telecom companies need to go beyond NPS

Vision Critical

Telecommunication companies are under immense pressure to provide better, faster services. According to Jen Palmer from T-Mobile , “If we don’t provide the service our customers want, expect and deserve, they can leave us.”

How to Build Customer Trust One Interaction at a Time

Kayako

In the age of disloyalty , it’s easy for your customer to jump ship from one subscription business or ecommerce store to another. How do you make a customer feel respected and gain their trust? Customer trust is a reciprocal behavior to what they receive.

Choose the Right Customer Experience Data to Make a Difference

Clarabridge

Big data can be overwhelming. It’s just…well, big. And while customer experience management (CEM) activities should be data-driven, it is hard to figure out which data to use. What will make the most impact as you expand your CEM program?

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Customer Experience Nightmares: Get Ahead of Issues with Topic Modeling

Calabrio

Companies often take a reactive approach to important decisions about their customers because “hindsight is always 20/20.” The problem with hindsight is that it doesn’t always help brands fix issues until it’s too late.

How to Build Great Customer Journeys

Make Each Touchpoint a Meaningful Experience

7 Reasons To Focus on Customer value

Beyond Philosophy

Customer-centric organizations are 60% more profitable than non-customer focused organizations (Deloitte and Touche). Forrester Research declares 2017 the year that businesses become customer-obsessed. So what is the secret? Providing ‘value’ to the Customer.

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Podcast: The Tricky Thing About Shareholder Value

Bain

One of the great philosophers said that a person who sets out to be happy probably won’t achieve his goal. On the other hand, if a person sets out to help others and make the world a better place, he will probably end up happy.

10 Signs of a Company That Really Cares About Customers

Provide Support

10 Signs of a Company That Really Cares About Customers. Did you know that there’s such a thing as International Clients’ Day ? Although I’ve been in customer service for more than a decade, I first learned of it last week through a special offer email that I got in my inbox.

Call it what you will: Multi-channel, Omnichannel—It isn’t about the Contact Center!

Avaya

At this point, we know that most companies are competing exclusively on the customer experience ( 83%, according to Dimension Data ).

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

How to Be a Great Customer Service Representative

CSM Magazine

Being awesome at customer service is all about having the needed skills and personal characteristics. These will enable you to enjoy the job and increase the quality of every single interaction that you have with a client.

NPS® Leadership Excellence at Areas USA

CustomerGauge

Every so often you come across a company that you would want to work for, not only for what they make, do or sell, but because of the vision they hold and the people they employ. For me, Areas USA is that company and team.

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Intelligent Assistants & Bots – The Dan Miller Interview

Martin Hill-Wilson

Now that interest in intelligent assistants (IAs) and bots has moved into ‘let’s do something’ mode for many organisations, I thought I’d share my go to source on the topic.

Four Customer Service Lessons from a Stevie Award Winner

ShepHyken

Congratulations to Squaremouth , who just won a Gold Stevie Award for Customer Service Department of the Year – for the fourth time! For those that don’t know, the Stevie is an international business award that recognizes top performing organizations in several categories including customer service.)

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.

5 Ways AI Will Enhance Call Centre Industry

Merlin

Contact centres have seen the biggest growth in the recent years. According to Global Industry Analysts, the global contact centers market will reach $337.8 billion by 2018. However, a huge change that the industry is about to face is the presence of Artificial Intelligence (AI).

5 Reasons Why Net Promoter Programs Fail

CustomerGauge

Believe it or not, not everyone is a promoter of their own Net Promoter System®. In our 2016 NPS Benchmarks Study, we found that an astounding 49% were not promoters of their own NPS® program. This is just one of the many reasons that some Net Promoter programs fail.

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5 Phrases That Make Customers Think Your Employees Don’t Really Care

Myra Golden

I was trying to check in for my American Airlines flight on my phone. I was able to get one boarding pass, but not the other. After several failed attempts, I called American and explained my problem.

What Customers Say & What They Do Can Be Very Different - Frank Reactions

Tema Frank

AKA, The Meat Lovers Marketing Research Episode. What motivates meat buyers? Market research showed surprising results!

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Are Your Technology Decisions Killing Your Customer Experience?

Read this eBook to learn how your database technology decisions can affect your ability to deliver either a transformational customer experience or a lackluster, dissatisfying encounter that benefits your competitors, not your bottom line.