Sat.Mar 10, 2018 - Fri.Mar 16, 2018

You’ve Got Data? Well Don’t Start There!


Did the title about data make you curious? Great! Of course, in today’s data-rich environment I’m not really suggesting that you actually ignore it!


How Tiny Businesses Can Offer Stellar Customer Support


In all the best practices and how-to’s, it’s easy for a small business to get lost with applying every customer service tip. You don’t have the budget of Amazon or the resources of Nordstrom. Forget a 50-person department dedicated to customer support – you don’t even have fifty employees, period.


What is CRM? | Infographic {Guest Post}

Michelli Experience


Why Human Connections Never Go Out of Style


The world is fast. Technology invades every part of our lives, both in good and possibly not-so-good ways. As we rely ever-more heavily on the communication tools of any trade today, like email and texting, we crave more emotional and human connections to break through the clutter.


How Plansource Uses AskNicely NPS with Salesforce to Transform Customer Relationships

In just nine months, Plansource raised customer happiness by 35%. Learn how.

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Do Customers Feel Trust in Your Service Experience?

Wired and Dangerous

We live our lives on promises. From the time a child can grasp the concept of “cross my heart and hope to die,” there is a forever realization that anxiety can only be reduced through proof of trust while waiting for a promise to be kept.


Why Your Customer-Centric “Breakthrough” Is Not Working


Once upon a time, there was a leader. Maybe she looked like you and had your role. Or maybe he was the CEO. That leader had an epiphany about customer-centric culture. If we focus on customers, we will be a better organization. We will create happier employees who care deeply about those we serve.


The #CX Perception Gap

CX Journey

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. It appeared on their blog on December 6, 2017.


5 Things to Consider Before Drafting Sales Letters and Emails


There are many different types of sales letters and emails. And a quick internet search will show you that there are many different approaches you can take to writing them.


Getting to Iconic – How leading brands balance technology and human talent to deliver exceptional CX

The world’s most influential and customer-centric firms lead with technology, but do not let technology lead their customer relationships. Iconic firms – as such firms are labelled – recognize that providing exceptional customer experience is a key driver of increased revenue and brand loyalty. Register now to learn what strategies differentiate an iconic firm from other businesses

Leadership Engagement: 8 Actions to Increase CCO Success

Customer Bliss

More organizations are adding the chief customer officer role to their C-Suite, and being responsible for bringing on this new high-level executive is no easy feat. To start, it’s a role that not all CEOs have figured out how to incorporate into the business.


These Are The Last 12 Questions You Had On Customer Experience – Promise!

Esteban Kolsky

(lengthy post warning: over 4,000 words). I wasn’t even close. After the first of the three video webinars, we did with Microsoft on customer experience I wrote a blog post saying that I had found the four questions you had about customer experience. Man, was I off.


Hear from Top Customer Experience Experts – Plan your Interactions 2018 Agenda


The Interactions 2018 agenda is built with you in mind, so you can deliver the most exceptional customer experience directly to your customers. With so much to see and do in three days, make sure to get the most out of your time at Interactions 2018 by planning in advance with the Interactions 2018 Agenda Preview ! We made sure to choose topics that are top of mind for any customer service organization AND we brought the best industry experts to deliver them.


On Resistance To Change

Kerry Bodine

“Give me an example of a company that’s made a complete turnaround to embracing their customers.” This request always makes me chuckle. I wish I had an answer, I really do.


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.

“That’s Not My Department” and 10 Other Phrases Customers Hate


You have a problem. You call the phone number listed on the company’s website. You wait on hold for what seems much longer than the ten minutes they said you would be holding. You finally get to a customer service rep.


The Journey For A Customer-Centric Cultural Change: An Exclusive Interview With Mr. Sumit Nadgir, Director, TrueNorth

Customer Guru

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally.


3 Critical Reasons to Read Customer Reviews

Joe Rawlinson

You probably already know how important the voice of the customer is for your business, but are you placing equal importance on finding the time to read them? Reading your reviews can do wonders for your business, and in this post, you’ll learn why.


How To Scale Service Design: Delivery

Kerry Bodine

This is the fourth post in a series about how to scale service design, based on my closing remarks at the 2017 Service Design Global Conference in Madrid.


Auror and NPS: The Ultimate Crime-Fighting Duo

Auror uses NPS to fuel business growth through customer happiness. See How.

Embracing Technology in CX


Regardless of the industry you operate in, or size and maturity of your business, organizations across the board are being forced to adapt to rapidly changing digital technologies.


Build A Customer-Oriented Culture: An Exclusive Interview with Mr. Stefan Michels, Director, Customer Service and Experience, QVC

Customer Guru

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally.


Contact Center Best Practice #5: Balance Expectations and Communication


This series has focused on the specific ways to transform your call center with a sound self-service strategy. The success of your overall program, however, relies on the balance between realistic expectations and effective communication to all stakeholders: organization, agents, and customers.


Social Proof: How Online Reviews Influence Customers


A woman reads several online reviews on Google about a new restaurant in town. Most of the reviews are positive. Each reviewer raves about the food, highlighting the duck fried rice. The woman makes a reservation. Today, consumers go online to find out what other consumers saying about businesses.


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.

CX Musings from the Shark Tank


Over the past couple of weeks, I had the good fortune of attending two different conferences where entrepreneur-investors from the TV series Dragon’s Den (in Canada) and Shark Tank (in the US) were speaking. These types of shows are my favorites.


JOIN US! Journey Mapping Bootcamp On May 16 & 17 In Chicago

Kerry Bodine

One recent attendee called our journey mapping bootcamp “an MBA on steroids.” On May 16 & 17, join us in the heart of Chicago to find out why. Our signature two-day bootcamp is jam packed with content and exercises that will answer these questions: Why are customer journeys (and journey maps) important? What makes journey maps effective? How can you create journey maps? How can you use journey maps?


Whats Makes A Customer Success Manager Successful?


While renewals and churn are both important metrics you should be evaluating for long-term success, they are not the only ones you should keep an eye out for.


Customer Service: The Past, Present, and Future


Customer service has transformed dramatically over the years. In the past decades, technology was at its most basic form, and companies had to deal with limited resources.


How Real-Time Customer Feedback Drives Fleetio’s Customer-Obsessed Culture

How Real-Time Customer Feedback Drives Fleetio’s Customer-Obsessed Culture Description: See how Fleetio uses AskNicely to create customer-first brand and product experiences.

Starbucks: Greatness Personified/Excellence Diversified – What About You?

Michelli Experience

I met him while working with Starbucks around the time I wrote my first book about the company titled The Starbucks Experience. I’d venture to say that Starbucks might have been little more than one man’s vision if it wasn’t for his leadership strengths. He was one of the original architects of the brand – a part of a leadership triumvirate playfully referred to as H2O (two Howards and an Orin – Howard Schultz, Howard Behar and Orin Smith).


Straight from CX Leaders: The Latest Insights in 2018

Smarter CX

Gartner once predicted that by this year, 50% of companies will have made significant business model changes to improve their customer experience (CX) strategies.


Your Ultimate Guide to Diminishing Churn


In the subscription economy, quickly mitigating and minimizing churn is a critical driver of business success. It's debatable whether or not a 0% churn rate is possible , but companies can reduce their churn rate down to the optimal level.


Vlog Series Part III: Digital Transformation & The Customer Experience


Reading Time: 3 minutes Chris: So, now that we’ve built a journey map, and we’ve validated with customers, we’ve interviewed them, we understand their needs and desires; how do you improve it and know that you’re actually improving their experience? Kirsty: Sure.


How to Create an Exceptional Customer Experience

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