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

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


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.

Trending Sources

Using Customer Journey Maps: Dirty Secrets and Wasted Opportunities


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.

NPS: Achieving Brand Loyalty by Closing the Feedback Loop


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.

Forbes Insights: Data Elevates the Customer Experience

New ways of discovering and applying customer insights

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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.

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.

What Goes Into a Customer Journey Map?


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


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.

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

Analysis of the Top 100 eCommerce Help Centers


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.

3 Customer Engagement Trends to Watch in 2017


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.

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.

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.

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The Ten Commandments of Customer Service

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

Podcast: Big Lessons in Culture from a Mat Manufacturer


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


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.

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”.

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


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.

What Makes a Successful Voice of the Customer Program

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

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


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.

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

How to Build Great Customer Journeys

Make Each Touchpoint a Meaningful Experience

3 Ways to Support and Engage Your Employees


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.

The Fundamental Flaw of Proactive Customer Success


“You want us to do what?” ” Who here has openly said this or had this run through their head when your manager proposed a new process that would essentially add more work to your already busy day? Don’t deny it – I know you’ve done this.

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.

Price vs. Customer Experience: Can Discount Retailers Have It Both Ways?


The world of retail is a study in contrasts. ABC Co. is a boutique luxury brand. It rolls out the red carpet for its customers, personally guiding each and every one through the shopping experience.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

6 Email Subject Line Strategies to Increase Your Survey Feedback


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.

Building Your Service Culture

Up Your Service

In this interview, CEM Global speaks to Jeff Eilertsen, VP Client Success and Global Service Education at UP! Your Service, to talk about how companies can build an optimized service that increases efficiency. Discover his answers below.

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.

The History of Customer Service and Future Trends (Infographic)

Provide Support

We all know how frustrating it could be waiting hours for an email reply or being put on hold for over 30 minutes when all you want is to get answer to one simple question about a product or service you purchased.

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.