Sat.Feb 25, 2017 - Fri.Mar 03, 2017

Could Employees Be Your Most Important Customer Segment?


We hear a lot about treating employees as you would your best customers. There is a wealth of research pointing out the benefits of a happy and engaged workforce in creating a great client experience and leading to improved business results.

Why Exceeding Customer Expectations Can Make or Break a Business


Identifying the service our customers want can be like trying to hit a clay-pigeon. We want to do our best to deliver the best support to our customers. But your customer and their desires can be moving targets.

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Why Ford is Building an Engaging Customer Experience


In case you haven’t heard, there’s a shift taking place in the automotive industry. After a century of the car being the center of the American dream, a symbol of individual freedom , automotive manufacturers are facing a new challenge.

Weighing the Pros and Cons of Cross-Trained Contact Center Agents


One of the fundamental questions that gets asked in the call center services procurement process is: will we have a dedicated team of agents or will they be shared? It’s a great question and seems pretty straightforward, right? A dedicated team is always the best solution … or is it?

Forbes Insights: Data Elevates the Customer Experience

New ways of discovering and applying customer insights

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What Is Growth Hacking and How to Use It in Business


For many people, “growth hacking” might sound like a buzzword. We constantly hear about growth hacking strategies, growth hacking experiments and growth hacking techniques, and the word itself gets more and more popular over time. But is it a buzzword only?

How Your Customers Measure You


By Dale Roberts. VP Professional Services EMEA. Are you measuring for your benefit or are you genuinely looking for ways to stay ahead by improving the customer experience? If you do want to put customers first, you need to think like your customers. Do you understand how your customers measure you?

Blue Ocean Contact Centers Wins Bronze Stevie® Award in 11th Annual Stevie Awards for Sales & Customer Service


Canadian Contact Center Recognized Alongside Top International Sales and Customer Service Organizations at Las Vegas Award Ceremony. Blue Ocean Contact Centers, an outsourced Canadian contact center providing high quality solutions for complex customer care requirements, won the Bronze Stevie® Award in the Customer Service Team of the Year – Recovery Situation category at the 11 th annual Stevie Awards for Sales & Customer Service.

Anticipatory Customer Service: The Radar O’Reilly Standard


Some of you may be familiar with the 1970’s and 80’s hit TV show M*A*S*H, based on the novel and movie by the same name. The series premiered in 1972 and played for eleven seasons.

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

To Get Loyal Customers, Start with Loyal Employees

Beyond Philosophy

Hotel giant Hilton recently dropped the H from its rewards program , replacing the linguistically puzzling Hilton HHonors with an easier to pronounce version, Hilton Honors. The change is more than cosmetic.

Why Only 15% of Voice of Customer Programs are “Very Successful”


Why Only 15% of Voice of Customer Programs are “Very Successful” Lynn Hunsaker. Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report.

Podcast: Why Front-Line Obsession Is Critical to Growth


Steve Jobs. Charles Schwab. Howard Schultz. They all spotted an unmet customer need and made it their mission to meet it. They also founded iconic companies that started out as disruptors only to struggle as bureaucracy and distraction set in.

Onsite VS Remote IT Support: Which Is Best For Your Business?


In every business model, IT support services are vital as they do tasks that range from simple computer-related issues up to company-specific software. However, businesses are now faced with the dilemma whether to have an on-site IT support service or a remote one.

The Ten Commandments of Customer Service

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

5 Myths about Employee Engagement Most Bosses Believe (and How to Break Them)


Employee engagement definition can be explained in simple words: it’s the emotional commitment that employee has to the organization and its goals. It means that emotionally engaged employees care about their work and their company and they don’t just work for a paycheck.

Lyft’s VP of Customer Experience and TRUST, With Mary Winfield – CB40

Customer Bliss

About This Episode. I was really enamored in speaking with Mary. Lyft is a company founded on a specific mission ( more here ), and her role is designed to reflect both customer experience and trust.

6 Building Blocks of Long-Lasting Customer Relationships


​As a CSM, a key focus of your day to day activities will be to maintain constant communication with your clients. Throughout their customer journey, there’ll be a number of touchpoints and you’ll most likely be dealing with different stakeholders throughout the way.

Designing a Customer Feedback Survey That Helps You and Doesn’t Annoy Customers


If you want to grow your bank by acting on individual customer feedback, your success depends upon a fundamental principle—you have to engage and encourage customers to provide feedback. In this regard, we advise our clients to follow the five tenets listed below.

What Makes a Successful Voice of the Customer Program

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

The ABCs of PCT and Its Critical Role in Outstanding Customer Experiences

Michelli Experience

Long ago I received my Ph.D. in clinical psychology with an emphasis in dynamic, interactive human systems like married couples, families, and businesses.

37 billion reasons to improve customer experience


Date: Wednesday, March 1, 2017 37 billion reasons to improve customer experience. Published on: March 01, 2017. Author: Angus Prentice Ahead of next week’s Institute of Customer Service (ICS) annual conference , new research spells out the enormous cost of poor service to brands.

Social Media as a Service Channel: Are You Making These 3 Common Mistakes?


Let’s face it. Social media is part of your service channel mix, whether you like it or not. Granted, social represents a small percentage of your customer interactions. And the resolution rate is relatively low. But among all your channels, social is the most visible.

How to Succeed at Your New Job

Beyond Philosophy

On his first day on the job as U.S. Secretary of State, Rex Tillerson stood before a crowd of State Department employees and introduced himself. “Hi, Hi, I’m the new guy.”.

How to Build Great Customer Journeys

Make Each Touchpoint a Meaningful Experience

Inspiration is waiting for you at C3 2017


Miami will be hotter than ever when C3 2017 begins in just two months. Clarabridge Customer Connections (“C3”) is the must-attend event for customer experience professionals.

How a Good Ticket Agent is the Key to a Successful Day

Steve DiGioia

This original article was written by Steve DiGioia. Life is stressful. The societal pressures of work, providing for your family, body image, social media , etc. are bad enough; the last thing you need early in the morning is a grumpy ticket agent to start your day off on a miserable note.

An Inspiring Mission Is An Employee Magnet

Experience Matters

If you want to recruit the best employees, make sure that your organization has an inspiring mission. Temkin Group recently surveyed 10,000 U.S. consumers about their preferences for a new job. Respondents chose one of these three attributes: the company’s mission, pay level, or new boss. An inspiring mission was the most popular option–and it wasn’t even close. Here’s what people selected: Inspiring […]. Customer experience Employee Engagement Purpose

As Avaya Stadium Turns Three, Avaya Kicks Up its Fantastic Fan Experience


I’ve always liked things in threes. Three stooges, Charlie’s Angels, the rule of three (suggests that when things come in threes, they are inherently funnier, more satisfying, or more effective than other numbers of things). And let’s not miss the fact that I have three kids.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

Introducing CustomerGauge 4.0 and the All-New Report Hub


Introducing CustomerGauge 4.0! Like a proud parent parading our child’s 1st place prize, we’re happy to brag about our newest release, which we began rolling-out yesterday. This new release involved 18 months of planning and engineering.

Why a Static Journey Map Isn’t the Answer


Many companies want to create a journey map, and for varying reasons. Companies want to truly understand all the (proactive or reactive) steps that occur when a customer engages with their company. There are internal benefits that come from internal groups working across departments to really talk about customer facing journeys and create a draft. View Article

Best Practices for Customer-Centric Decision Making


Great customer experiences don’t just happen. They require deliberate decisions and supporting leadership behaviors.

10 Survey Best Practices and Tips to Increase Response Rates (Part 1)


These days, most customers’ inboxes are filled to the brim with emails requesting their feedback, making the feedback survey somewhat of a hard sell. That being said, surveys are still one of the most effective methods for attaining data from consumers and can be extremely valuable when aligned with strategy, analysis and research.

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.