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

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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.

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.

The Impact of a Customer-Centric Culture Transformation

CX Journey

How do you know if the work you're doing to transform your company's culture is effective and is making an impact?

How to Build Great Customer Journeys

Make Each Touchpoint a Meaningful Experience

More Trending

The New Loyalty – Measuring Brand Stickiness (part 1 of 3)

Part 1 – Traditional Loyalty is at a Cross-roads. Click to download The New Loyalty 3 part series. As consumers, we don’t have to look much farther than our own smart phone to realize that even the newest loyalty programs don’t really work. However, its not for a lack of trying.

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?

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 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

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.

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.

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

Lynn Hunsaker

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.

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.

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.

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.

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.

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.”.

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.

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.

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.

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.

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.

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.

5 Customer Satisfaction Templates You Can Use Right Away

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

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.

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

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

Why You Love Super Bowl Ads But Hate Shopping!

Beyond Philosophy

Even if you didn’t watch the Super Bowl, you probably checked out this year’s commercials. I certainly did. I laughed out loud at Melissa McCarthy pratfalling her way through environmental causes in an ad for Kia’s Niro hybrid.

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?

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.

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.

G2 Crowd Awards Talkdesk’s Contact Center as High Performer


One week after Talkdesk topped GetApp’s list of Call Center Leaders , another third-party analyst has released an industry report with Talkdesk leading the way.