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.

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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.

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.

The New Standard: Why Employee Obsession Matters

We often hear about putting the customer first, or the famous saying: the customer’s always right. But at TaskUs, we put the employee before our customers and before our shareholders. Read our eBook to learn more about why we focus on the employee experience.

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When the social media team turns anti-social…

Helen Dewdney

Today’s guest post by Marcus Williamson looks at social media teams being unhelpful… Marcus Williamson is a journalist and consumer campaigner with a background in the Information Technology sector.

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.

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.

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.

37 Techniques to Achieve Excellent Customer Service

Excellent customer support is essential for any business. Many are turning to phone support as the most effective way for developing personalized and real-time connections and solutions for their customers.

5 Mistakes to Avoid in your Voice of Customer Program


What are the Top 5 Mistakes that limit the success of a Voice of the Customer program? Not getting executive buy-in: Leadership at the organization has to buy-into and ideally sponsor the VoC program.

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.

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’!

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.

Customer Experience Transformation in Telecoms

Transforming CX: Critical success factors mobile operators are looking for.

How to Calculate (and Understand) Your Net Promoter Score

Normally on this blog we dive deep into NPS use cases and subjects such as in-app vs. email surveys, high-level distribution tactics, etc.

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

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?”

The Ten Commandments of Customer Service

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

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 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.

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.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

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.

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

5 Top Customer Service Articles For the Week of March 27, 2017


Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Customer Experience, Innovation and the Slow Death of Famed Brands by Augie Ray.

Tips 28

Executive Insight: The 7 Proven Net Promoter® Success Factors


We’ve been helping companies use NPS® for more than 10 years. In that time we’ve tried lots of different approaches and seen first hand what works … and what doesn’t. This post is the distillation of that 10 years of Net Promoter Score® implementation experience with organisations of different sizes and shapes. These are the […]. The post Executive Insight: The 7 Proven Net Promoter® Success Factors appeared first on Genroe. Best Practices Customer Feedback Net Promoter Score

NPS 27

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.

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

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

Guest Blog: How to Give Your Service Mantra Real Meaning


This week on our Friends on Friday guest blog post my colleague, Jeff Toister, explains why creating a customer service mantra is essential. When it comes to your customer service promise and vision, every member of your organization must be in alignment. Shep Hyken.

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.

5 Customer Satisfaction Templates You Can Use Right Away

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