Sat.Feb 11, 2017 - Fri.Feb 17, 2017

Trending Sources

Boost your internal stakeholders (mostly for free)

Customer Bliss

“Internal stakeholders” refers to employees. A lot of companies tend to focus most of their attention on external stakeholders, which would typically include customers and potentially investors. There is nothing wrong with that approach, per se.

How to Implement Experiential Marketing and Brand Loyalty Into Your CX Strategy

MaritzCX

Today’s connected world and ever-present technology have changed the way we think about engaging with companies. Whether you’re a major corporation, or a bustling startup, people expect their interactions to be something that wows them.

NPS: Achieving Brand Loyalty by Closing the Feedback Loop

Kayako

This is a guest post from our friends at Typeform. Paul Campillo will show you the value of choosing NPS as your next customer feedback questionairre. Every company wants loyal customers. Sure, sales are great, but nothing beats sales from repeat customers. That’s the goal of every business.

Using Customer Journey Maps: Dirty Secrets and Wasted Opportunities

360Connext

Customer journey mapping is having a moment. Using customer journey maps is becoming almost (almost!) commonplace. Organizations see how beneficial mapping the customer experience is.

How to Build Great Customer Journeys

Make Each Touchpoint a Meaningful Experience

More Trending

Delivering the Soul of Service

Wired and Dangerous

Kaleidoscopes are super cool toys. My granddaughters cannot pass by our sofa table of kaleidoscopes without picking one up, turning the animator, and grinning.

5 Ways to Engage and Understand At-Risk Customers

360Connext

Most organizations used to lump customers into 2 simple categories: New customers and “the rest of them.” New customer acquisition is often used to gauge success – the more we gain, the better we’re doing! And what about “the rest of them?”

3 Customer Engagement Trends to Watch in 2017

Calabrio

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. Here are three key trends to watch: 1. CMOs will spend more on tech than CIOs.

8 Leadership Strategies From An Influencer

Beyond Philosophy

Childhood bullying gets a lot of attention these days, but bullying and other bad behavior can be just as destructive in the workplace as on the playground.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

What Goes Into a Customer Journey Map?

MaritzCX

Customer journey mapping is a tool to help you view what it’s like from the customer viewpoint to experience their journey with your company, in their shoes. This is one of the most talked about aspects in the field of Customer Experience.

How Self-Service Support Improves Customer Experience

Merlin

Customer service has always been a topic for people all over the world. It’s either you’ve read a viral excellent customer service you want to experience yourself or a bad customer service you want to avoid.

Analysis of the Top 100 eCommerce Help Centers

Kayako

Design standards are not top of mind for you as a customer support professional but they are critical to your customers’ experiences. Your customer wants quick, easy answers to their simple questions.

On Becoming a Mindful Leader

CX Journey

Image courtesy of jackbonner Today I'm pleased to share a guest post by Paul Laughlin. Two books I enjoyed over the Christmas period have prompted me to reflect on being a Mindful Leader. By that slightly odd term I mean a leader making use of mindfulness principles to improve their effectiveness.

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.

Good Tipper Or Scrooge – What Are You?

Beyond Philosophy

Some people love to tip and others do, but begrudgingly. However, it appears that nowadays everyone is expecting a tip even if they are just serving you at the checkout! When you see a tip jar by the cash register what do you think? To me, the tip jar says “I deserve a tip”.

Tips 31

Podcast: Big Lessons in Culture from a Mat Manufacturer

Bain

My work brings me in contact with many interesting businesses. But one stood out to me recently, not for what it makes—industrial floor mats—but how it makes them.

Root Cause Analysis: Getting to the Heart of your CX Problems

Clarabridge

It’s not that your customers lie to you, exactly. But sometimes the feedback you get from your customers doesn’t tell you the whole story. For example, a customer might complain that one of your employees is slow. But you know that the employee was doing her best—your computer system was down.

To NPS, or Not to NPS?

Waypoint Group

A prospective client recently posed this question: My CEO continues to focus on NPS, but it’s so volatile and so we’re looking for ways to smooth it out so we can better connect it to our bonus plan.

NPS 28

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.

5 Best Customer Service Stories Ever to Cheer You up (Not Only) on Valentine’s Day

LiveChat

Customer service agent’s job is difficult, let us be honest. You have to know the product, company’s procedures and a couple of different systems. You have to be a silver-tongued source of empathy. And on top of that – there they are: the customers.

Do You Employ Actionability Thinking in Survey Design?

CX Journey

Today's post is a slightly-updated version of one I originally published on Compellon 's blog on January 25, 2017, which is a largely-modified version of a very-popular post I wrote on CX Journey™ five years ago titled 22 Tips for Survey Design.

Sometimes Doing What’s Best for Customers Isn’t Always Going to Make Them Happy

ShepHyken

What does it mean to be a customer-centric company? That seems to be the question of the week. It started off with one of our subscribers emailing in the question, followed by two reporters wanting my take on this now-popular phrase for their interviews.

Proven Strategies That Build Customer Loyalty

CSM Magazine

Many organizations struggle to find ways in which they can build customer loyalty and reduce customer churn. In this article, Bob Lucas offers some proven ways to create loyal customers.

5 Customer Satisfaction Templates You Can Use Right Away

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

I Want To Know What Love Is

Forrester

Happy Valentine's Day! You know the feeling of being in love: You want to stay with your significant other forever, love them more each day, and tell everyone how great they are. Your customers know it, too!

The Times They Are a Changin’

Andrew Mcfarland

Change is difficult, frightening, and often fraught with risk. Regardless, no matter what our job titles are, our employers need us to embrace the role of change agent. When thinking about your company and a possible role in your company. Best Practices Change Deming Innovate Ostritch Seemore

6 Email Subject Line Strategies to Increase Your Survey Feedback

CustomerGauge

Getting people to open your emails can be a pain. And you can’t blame them: On average, an office worker will receive around 120 emails a day.

3 Words You Never Want Your Customers to Say

CSM Magazine

In the world of customers service, there are three little words you never want to hear your customers say. Dr. Dennis Rosen reveals what they are and how you can avoid them. You can probably put together a lot of three-word phrases you would rather not hear from your customers.

Customer Experience Strategy: How to Measure the Immeasurable

Take a second to reflect on the brands you love. How do you go about creating an awesome customer experience strategy that works for your own customers?

Are Your Customers’ Experiences Getting Sanitized?

Customer Enthusiast

The following is a guest post by Chip Bell. Chip’s latest book, Kaleidoscope , uses stories, anecdotes, and quotes to inspire and instruct.

CXOs: Three Ways to Help Save Your CMO’s Job

Heart of the Customer

According to Forrester Research, 30% of CEOs indicated that they are going to fire their CMOs this year. The primary reason? Too many CMOs haven’t adjusted to the concept of the customer journey that fluidly moves across touch points.

3 Ways to Support and Engage Your Employees

CustomerGauge

In any pursuit to transform customer experience, there is one important element to always consider: employee experience. CX transformation isn’t something that happens overnight or behind a closed-door discussion.