Sat.Aug 18, 2018 - Fri.Aug 24, 2018

When is Customer Feedback a Really Bad Idea?


The other day I found myself in the slightly annoying position of being unable to procrastinate any further. I had to – finally – admit defeat and just well get on with a domestic DIY project that I’d been in varying stages of denial and avoidance over for a few days.

11 Statements to Help Assess if Your Company Needs a Chief Customer Officer

Customer Bliss

Does your company need a CCO? You may have seen in the news recently that Walmart hired its first CCO , Janey Whiteside, who managed benefits and services – which also included customer engagement, at American Express.

3 Ways to improve Your Customer Retention Scorecard

One Millimeter Mindset

Do you have a customer retention scorecard? You know what I am talking about. Any of the plethora of scoring systems which measure customer satisfaction and loyalty. Chances are, your organization already has a scorecard or two.

Recreating That Airport Experience


Recreating That Airport Experience. Peter Leppik. Thu, 2018-08-23 11:32. Customer Experience. This past weekend I went to the movies on a date night with my wife. We went to the AMC megaplex to see Crazy Rich Asians. Normally we go to a smaller (and cheaper) theater that's a lot closer to home, but we had been given some AMC passes so we made the drive.

The Difference Between Customer Experience and Customer Feedback

Managing the CX is vastly different from soliciting customer feedback. Here’s why traditional customer feedback approaches (CSAT, NPS) are not enough to affect positive, customer-centric change.

Who should be using CXM Software in a Chain Store?


One of the most common problems that leads to poorly performing Customer Experience (CX) programs is a failure to engage staff at all levels of the organisation. Customer Feedback Closing the Feedback Loop CX Surveys Customer Experience Voice of Customer

More Trending

The Power of Positivity


My good colleague and HorizonCX business partner Joe Camirand wrote a recent blog around The Power of a Smile. Consider this a companion blog that looks as the broader concept of being positive, to which a smile certainly belongs and serves as a great starter.

These 3 Reasons Explain Why Omnichannel Sucks


Here’s why your omni-efforts are failing your business. Customer Experience

Psssssst! The Buzz Around Interactions 2019 has Already Begun


How will we top Interactions 2018? By leading the charge in industry trends. Raising the bar on the customer journey. And, of course, listening to what our customers tell us is most important to them. Even more hot topics and incredible speakers.

Building a Customer-Centric Knowledge Base


This is guest post by Reuben Yonatan, CEO of GetVoIP. Most customers would rather solve problems themselves than go through the hassle of contacting customer service. According to Forrester Research , 91% of customers surveyed would use a knowledge base if it were customized to their needs.

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

Slaying Algorithmic Aversion: If Co-Workers Resist Your Algorithms, How Will You Improve Customer Experience?

Centriam Customer Experience Lab

Centriam’s Data Science team recently authored a new white paper on the massive opportunities for modern machine learning algorithms to improve customer experience.

Report 195

Legendary Tales of Customer Experience – The Karma Department


This is the next in an ongoing series of stories about how businesses create customer experiences that surprise, delight, and grow their brand through customer advocacy. Does your business serve up legendary customer experiences? Contact AskNicely us. We’d love to share your story.

4 Customer Retention Strategies To Help Online Businesses Boost Loyalty


What is customer retention? Simply put, customer retention refers to the strategies and tactics businesses use to encourage repeat purchases and ongoing loyalty from their existing customer base. Getting it right can be a game-changer for businesses large and small.

Report: ROI of Customer Experience, 2018

Experience Matters

We just published a Temkin Group report, ROI of Customer Experience, 2018. Here’s the executive summary: To understand the connection between customer experience (CX) and loyalty, we examined feedback from 10,000 U.S. consumers describing both their experiences with and their loyalty to different companies. The CX scores used in this model come from the 2018 Temkin Experience Ratings (TxR), which evaluated 318 companies across 20 industries.

ROI 168

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

You Need to Know the TRUTH About Customer Empathy!


We toss the word empathy around these days, especially in customer experience circles. And while most of us agree it’s vital to have and show empathy with customers, many rarely go beyond that in really capturing the touchpoints to understand emotions.

5 Steps to CX Management in the Public Transportation Industry with Anand Sampat

Customer Bliss

At a time when more and more people are taking public transportation, customer experience for commuters has a big impact on their daily lives. How do you create great service for such a complex system?

4 Rules for Responding to Customer Feedback


Positive or negative, when a customer shares feedback with you, it’s a learning opportunity. You get the chance to see your business through their eyes, and that brief glimpse can change the course of the relationship completely. The direction it takes all depends on how you handle the situation. We put together this quick list of best practices for responding to customer feedback, so you’re always prepared to make the most of it—whether it’s glowing, scatching, or just so-so.

3 Customer Feedback Hacks For a Stronger Loyalty Program


How many customer loyalty programs do you belong to? I’m not even sure I know. That’s not good news for those brands I’m signed up with, is it? They say the average person participates in 6.4 customer loyalty programs and yet is only active in 3.9. While loyalty programs promise to gain customer engagement with your brand as well as retention, and word-of-mouth, the sad truth is 53% of loyalty users admit to having quit at least one loyalty program in the last year.

The SaaS Guide to Customer Engagement, Retention, and Advocacy

After onboarding, most SaaS customers have to find their own way to success. This ebook by Influitive is a compilation of some of the best examples of programs designed to drive customer retention and advocacy, with examples from some of the world’s largest and most innovative SaaS vendors.

The Unspoken Addiction: Adult Screen Time

QuestionPro Audience

Teens and parents have finally found something they agree on: screen time usage. In a recent report, Pew Research found that 54% of U.S. teens say they spend too much time on their cellphones, and two-thirds of parents express concern over their teen’s screen time. This is not new news.

Report 212

Retail Auto: Client Loyalty is not Dead, But Client Follow-Up is!


You’ll never see a dealership Google image that isn’t like the one above—a smiling couple, seemingly happy with their experience of buying a vehicle. But are car buyers really that happy with the sales experience they receive, or happy to have it behind them?

Retail 208

This is What Exceptional Customer Service Looks Like In 2018


It’s 2018, and customer expectations are changing faster than ever. Consumer patience is dwindling; we want better, more accessible products, and everything that we do seems to revolve around convenience.

Are You Getting the Most Value from Your Data?


You may remember the BASF commercials back in the 80’s and 90’s that always included the tagline “ We don’t make the products you buy, we make the products you buy better. That line always stood out to me and I recently realized why. That line reiterates a core reason why companies partner with us and trust us to develop their customer experiences.

Data 136

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

11 Statements to Help Assess if Your Company Needs a Chief Customer Officer

Customer Bliss

Does your company need a CCO? You may have seen in the news recently that Walmart hired its first CCO , Janey Whiteside, who managed benefits and services – which also included customer engagement, at American Express.

10 Ways to Create an Unforgettable Customer Experience

Smarter CX

We know today’s customers are more demanding than ever. They know what a good customer experience is, and they expect it from everyone they do business with.

Tips 131

Addressing metrics gaps between bot-led and human-led service


The decision to take on chatbot customer service is an exciting one for companies. Like with any new initiative, there are a series of considerations that organizations should take into account to ensure this endeavor goes according to plan. One of those considerations is metrics.

Aiming Before You Fire – Patiently Seeking Input to Guide Service Design

Michelli Experience

Recently I wrote a blog in which I offered my definition of experience design.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.