Sat.Mar 25, 2017 - Fri.Mar 31, 2017

Customer Experience Labs: Your Strategic Weapon

Customer Bliss

When I work with clients, I always set up a “customer room,” which is another way of thinking about customer experience labs. I’ve written about this idea a few times , including in Chief Customer Officer 2.0.

You’re Probably Measuring Customer Satisfaction Incorrectly


How satisfied your customer is can depend on a lot of things: your product, your customer support team, your marketing and advertising, your branding, their interactions in your store, your website, your in-store staff… the list goes on.

Trending Sources

7 Crucial Questions to Ask in the Contact Center Procurement Process


Some of our most popular blog posts are the ones that help potential clients navigate their way through the procurement process for contact center services – especially content that looks at what questions to ask potential vendors.

Top 5 Customer Service Expectations in 2017


Customer service trends are today driven by the need to meet consumer expectations. However, the evolution of technological innovation together with the shift in the demographics of consumers has led to quickly changing expectations.

Forbes Insights: Data Elevates the Customer Experience

New ways of discovering and applying customer insights

More Trending

Artificial Intelligence and Better Customer Service go Hand in Hand


For over a century we have been using machines, and as technology has advanced, they have taken on an increasing role in our lives, carrying out a variety of daily tasks. Today, it is safe to say we are even dependent for many things on machines designed to act intelligently.

Chief Customer Experience Officer – San Antonio International Airport, With Karen Ellis – CB44

Customer Bliss

Episode Overview. Some people love flying, but many view it as a hassle — and a big part of said hassle is the airport itself.

Social Customer Care Cannot Be Ignored


Just last week I attended Social Media Marketing World in San Diego. So, what does a social media marketing conference have to do with customer service? Plenty! It’s been said that customer service is the new marketing.

How IT Outsourcing Has Changed Over Time [Visual Timeline]


In the past, companies hired in-house personnel to perform business functions such as IT services. Hiring and training personnel to perform specific functions was costly.

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

Digital Pivoting is Good for your Health


Getting consumers to utilize digital channels to raise queries is something the healthcare industry has struggled with – but this can easily be rectified. Read More. Jacada Blog

DELTA Vs VIRGIN – a Customer Experience Comparison by Michael Bartlett


If you have been a follower of my writing for some time, you will know that I am no stranger to air travel! Having flown over 300 times in the last two years alone, I am well versed in the differences between airlines.

Revealed: 7 Essential Elements For Your Omnichannel Strategy

Beyond Philosophy

Omnichannel means at its foundation, integration. Therefore, an omnichannel strategy could also be called an integration plan. Furthermore, there are seven essential elements to your omnichannel approach that you can’t afford to forget.

How Brands Can Build Customer Trust of Chatbots: Make them Smarter

CSM Magazine

When it comes to customer service chatbots, today’s online shoppers have trust issues. With fears of “error” responses, or even worse, completely inaccurate answers, customers reluctantly turn to call center agents to handle issues directly with a live representative.

The Ten Commandments of Customer Service

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

Digital Solutions Vendors can Implement Quickly


Partnering with an external provider is a no-brainer. The rapid implementation of new technologies is crucial to the success of the modern contact center. Read More. Jacada Blog

3 Ways Customer Feedback Helps CSMs Do Their Job


I recently published a book on the role that customer feedback should play when it comes to managing a SaaS product. The concepts in the book are especially relevant for Customer Success Managers.

Shocking: Another Uber Controversy!

Beyond Philosophy

Uber’s woes continue to escalate, and the ridesharing company is scrambling to get back on track. A few days ago, company president Jeff Jones decided to quit after just six months on the job.

Is it time to revamp your customer experience survey strategy?


Do you need to revisit your survey strategy? Maybe your response rates have dropped, or you’re unable to take meaningful action based on the results. Are you able to connect your customer experience survey program to key business goals, like increased revenue and decreased churn?

How to Build Great Customer Journeys

Make Each Touchpoint a Meaningful Experience

8 Simple Ideas to Improve Customer Satisfaction

CSM Magazine

As operational complexity takes its toll on the service industry, it’s important we keep our focus on the customer. Ron Kaufman offers 8 ideas to achieve customer satisfaction by keeping it simple. 8 Simple Ideas to Improve Customer Satisfaction. Ask them!

Client Success 101: Building Strong, Personal Relationships


There are many pieces of advice I’ve given to others when posed with questions such as: “How should I start a Client Success team at my business?” ” or “What should I look for when hiring my first CSM?”

Tips 30

Customers Explain Why Chatbots Matter for Contact Centers


I recently attended Jeff Pulver’s 2017 MoNage conference to get the latest views on chatbot usage and expectations for serving customers. Jeff Pulver created the Voice over the Net Conference when voice over the internet was in its infancy.

Customer Experience: it goes both ways… or does it?!


I am often asked how I can conjure up a topic to write about on a weekly basis. Do I have a plan? Do I keep a long list of pre-defined article subjects? Is there a website to stimulate blog ideas? The answer to these questions is ‘no’!

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

Getting Feedback from the Meh-Generation


New techniques to get Millenials responding to NPS questions “I would never give a 10 on a survey” says Mingus Donovan, who describes himself as the “Dream Alchemist” of the Boston-based startup, Beacon Hill Knife Sharpening Co-operative. “I

NPS 26

Knowledge Management for Service Excellence


Competitive pressure and customer demands are forcing field service organizations to step up their game when it comes to the use of mobile technology and data analysis.

Tools 25

Communication: The Most Important Skill in Customer Service

Customers That Stick

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. customer-service-techniques

Amazing Business Radio: Anthony Goonetilleke


Anthony Goonetilleke Discusses How Artificial Intelligence is Revolutionizing Customer Service. Do you want to embrace technology and provide your customers a better experience? Shep Hyken interviews Anthony Goonetilleke, the President of the Amdocs Product Business Group.

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.

Unsubscribe Email Message Examples That Will Prevent Users from Leaving


We usually put a lot of time and effort into creating great sales pitches to seduce new customers and sending sophisticated emails full of jokes to keep their attention and increase their loyalty.

Planning for Crisis Management with a Customer Focus

Wired and Dangerous

On January 28, 1986, the world watched in horror as the Space Shuttle Challenger broke apart 73 seconds into its flight, leading to the deaths of all of its seven crew members. Part of the massive media coverage was the fact that Christa McAuliffe was one of the seven.

Creating a Culture that Delivers Results

CX Journey

Image courtesy of hundrednorth I originally wrote today's post for Clicktools. It was published on their blog on April 26, 2016.

Monetized Net Promoter®—Tying Revenue to NPS®


In the past, many companies have employed a “heritage Net Promoter” model. This model provides steps for measuring customer feedback and acting to quickly close the loop.

NPS 23

5 Customer Satisfaction Templates You Can Use Right Away

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