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

Why Values Matter to Your Customers

Customer Bliss

Guest Post by Rocky Romanella, author of Tighten the Lug Nuts: The Principles of Balanced Leadership. Your character and reputation are a direct reflection of your values. Rocky Romanella, author of Tighten the Lug Nuts: The Principles of Balanced Leadership.

{Infographic} Back with an Apology: Rare Rewards of Service Professionalism

Michelli Experience

You’re Probably Measuring Customer Satisfaction Incorrectly

Kayako

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.

7 Crucial Questions to Ask in the Contact Center Procurement Process

BlueOcean

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.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.

More Trending

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.

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.

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Here’s How to Continually Give Great Service Even After 39 Years

Steve DiGioia

This original article was written by Steve DiGioia. Following in his father’s footsteps as a baker, and at the age of 23, Armando Leyva and his wife Lorely, started their own bakery business.

How To 170

Customer Loyalty is in the Touchpoints – Have You Looked at Yours Recently?

Who's Your Gladys?

The following article is a how-to excerpt from "Taming Gladys! The Busy Leader's Guide to Creating Fierce Customer Loyalty." Follow the instructions below to analyze the customer touchpoints in your department or at your business. Make an effort to enhance those touchpoints and watch your customer loyalty scores grow. The post Customer Loyalty is in the Touchpoints – Have You Looked at Yours Recently? appeared first on Who's Your Gladys?

Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

It’s Your Turn For Voice Search

Storyminers

It’s not them , it’s you. Have you used voice search yet? The answer is probably yes if you’ve got an Amazon Echo or a smart phone. Have you used voice search in your business to improve your customer’s experience yet? The answer is probably no, but it shouldn’t be.

The importance of employee autonomy

NewVoiceMedia

The case for giving employees autonomy in how to carry out their work has been backed up by psychological and management research for more than half a century.

Top 5 Customer Service Expectations in 2017

Jacada

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.

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{Infographic} Back with an Apology: Rare Rewards of Service Professionalism

Michelli Experience

The post {Infographic} Back with an Apology: Rare Rewards of Service Professionalism appeared first on Joseph Michelli.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

It’s Your Turn For Voice Search

Storyminers

It’s not them , it’s you. Have you used voice search yet? The answer is probably yes if you’ve got an Amazon Echo or a smart phone. Have you used voice search in your business to improve your customer’s experience yet? The answer is probably no, but it shouldn’t be.

200 Amazing Customer-Obsessed Topics and More!

360Connext

I’ll be honest. When we started recording episodes for our Crack the Customer Code podcast, I wasn’t sure if my co-host Adam Toporek and I would have enough to discuss. I mean, how much is there, really, to say about customer experience and customer service?

Digital Pivoting is Good for your Health

Jacada

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

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

ijgolding

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’!

Customer Experience Transformation in Telecoms

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

Social Customer Care Cannot Be Ignored

ShepHyken

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.

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

Digital Solutions Vendors can Implement Quickly

Jacada

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

DELTA Vs VIRGIN – a Customer Experience Comparison by Michael Bartlett

ijgolding

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.

The Ten Commandments of Customer Service

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

Monetized Net Promoter®—Tying Revenue to NPS®

CustomerGauge

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 101

How IT Outsourcing Has Changed Over Time [Visual Timeline]

Merlin

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.

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.

Why Speed Matters in Creating a Customer Journey Map

MaritzCX

A colleague of mine was giving a presentation on their approach to journey mapping, explaining the process, from initial scoping meetings to group brainstorming session, to meetings to test the accuracy of the maps, to finalizing the maps and producing them.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

Client Success 101: Building Strong, Personal Relationships

Amity

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?”

Guest Blog: How to Give Your Service Mantra Real Meaning

ShepHyken

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.

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.

The CX Clock Reset

MaritzCX

There I sat, on a crusty chair that probably hadn’t been wiped down with a Clorox wipe since it was moved into place in the 70’s. The scene was one that we have all been in; a doctor’s office – waiting – and waiting. I sat there in the crowded room, arms folded and wanting to cover. View Article

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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.