Episode Overview. Diane has an interesting background for a CCO — she actually began as a technical writer. MORE
Press release from The Complaining Cow. The 15th March 2017 is World Consumer Rights Day [1], organised and promoted by Consumers International [2]. This year’s theme is ‘Building a Digital World Consumers can Trust. ”. In a world where consumers are purchasing more and more online it becomes more important for people to know their rights and how to complain when things go wrong. So what are your rights when purchasing online? MORE
I’ll admit it I am fascinated by water. Not just any water…A very special water – the kind you find in a bottle. In fact, I think many great business lessons can be found in the world of bottled water. My water fascination dates back to at least 2011 when I wrote the following…. bottled water is truly a phenomenon of our time. When I was a kid, water didn’t come in bottles, occasionally I was even reduced to drinking it straight from a garden hose. MORE
South by Southwest (SXSW), the annual conglomerate of film, interactive media, and music festivals in Austin, Texas, continues to amaze its attendees. This year, the ReviewTrackers team once again conquered SXSW. MORE
This additional revenue can then be channeled back into agent upskilling. Contact centers, like any business, face a continuously mounting barrage of costs. MORE
Business Customer Engagement Customer Experience Customer Service Customer Value Employee Engagement Human Performance Joseph Michelli Leadership Keynote Differentiation The Michelli Experience MORE
Every day I get an email from RetailWire.com, a daily publication that is read by thousands of people in the retail industry. It’s the number one forum for discussions about hundreds of important issues in the industry. MORE
Legendary service. Many organizations use this phrase to describe and promote their service. But how many have really earned the right to claim customer service excellence? If you give good service, that’s not legendary. If you go out of your way for someone, that’s not legendary either. MORE
Your customer service employees are your brand representatives, the human face and the voice of your company. Their competence, soft skills and communication habits count tremendously toward the quality of the service they provide to your customers and impact overall customer satisfaction. MORE
Only a day after International Women’s Day, at a Retail Week seminar entitled “How to become a non-exec director”, one was left wondering what role women had as non-executive directors. The session was provided by three male chairmen of boards, one male commercial director and one male chair of panel. Perhaps someone should have a word with the organiser about ensuring some diversity? MORE
Last week I was afforded the undeniable pleasure of spending two whole days with Diane Magers, CEO of the Customer Experience Professionals Association (CXPA). MORE
One thing we hear over and over again is the power of customer feedback captured in video. When a customer speaks about their experience in their own words, you can’t beat it. It really brings to life what your customer sounds like, looks like, and conveys the emotion in a powerful way. MORE
As customers adopt multiple contact channels, challenges like digital pivoting come to the fore. The present ubiquity of smartphones, the rapid growth of Social Media and the interconnectedness of modern consumers means that companies today face something of a quandary. MORE
We’ve talked before on this blog about the need to be a customer-focused CEO. But since CEOs are often the major decision-maker within an organization, it’s important to understand the decision-making styles of customer-focused CEOs. MORE
There are many advantages to be gained from guiding customers into channels where they can resolve their problems without requiring an agent’s help. Read More. Jacada Blog MORE
In today’s hyper competitive market customers long for organizations they can trust. They trust organizations who consistently deliver great experiences. The kind of experiences that take the customer’s breath away! MORE
Today’s business world is a strange and fascinating place, filled with companies hellbent on disrupting long standing industries. MORE
Image courtesy of aliceheiman No customer experience budget? I haven't written a CX Journey™ Musings post lately, but I found a topic that warrants a bit of reflection. MORE
Could your company be blamed for a failed essay? Warby Parker had better hope not. My @WarbyParker home try on package is arriving tomorrow and I am so excited I can’t focus on my essay. Brandon (@TheBrandonPFrye) February 22, 2017. MORE
The claim to fame of any successful Net Promoter® program is the ability to react quickly to customer feedback. After all, NPS® is about more than just the score, it’s about what you do with it (i.e., actionable data). MORE
My first manager had a poster on his wall that said, “There isn’t a lot of traffic on the extra mile,” a tenet of Customer Service. Today, that poster might read, “Why meet customer expectations when you could exceed them?” MORE
It’s been an eventful few days during my latest pilgrimage to the South By Southwest (SXSW) Interactive Festival in Austin, Texas. Yes, I’ve had my share of good barbecue, live music and a few margaritas. Copyright 2017 · 360Connext. MORE
If you have ever worked in a company that is looking to improve its sales, often Customer Experience(CX) is defined as the solution. Normally a CX expert is drafted in and a workshop created for the key stakeholders. MORE
When I was a kid, my teachers labeled me the class clown. I wasn’t one for long winded jokes, but I was always ready with a snappy comeback, a sarcastic comment or a funny observation. MORE
We recently unveiled our new mobile-optimized Net Promoter® reporting suite with cutting-edge retention and Monetized Net Promoter features. Today, we are excited to announce that we are adding a brand new KPI Dashboard to our suite of reporting. MORE
Today’s new buzz words in the world of customer service are “customer engagement” and “ customer centric”. The concepts are very valid and important to create a relationship with the customer. MORE
Jacada is dramatically improving the experience of customer service at contact centers around the world. By providing the option to pivot an inbound call to a digital session, customers are able to bypass long hold times and effectively self-service their inquiry. MORE
Question: When is a self-service writer a diplomat? Answer: When they are a writing a knowledge base to help customers solve their problems quickly and reduce repetitive conversations with your support team. Writing documentation for a knowledge base is hard. MORE
Image courtesy of Tax Credits No customer experience budget? No problem! MORE
Why Digital Customer Service Should be a Top Priority. For a long time, companies have realized the importance of customer loyalty. Having a “good name” in business meant that people recommended buying from your company again and again. Read More. Jacada Blog MORE
I will never forget it. This prospective customer was so excited to show it to me. He had hired a graphic artist to take the journey map they had created and turn it into this beautiful rendering that he had framed and hung on the wall. I had to agree, it was stunning. The stages, View Article MORE
Michelli Experience
MARCH 16, 2017
Business Customer Engagement Customer Experience Customer Service Customer Value Employee Engagement Human Performance Joseph Michelli Leadership Keynote Differentiation The Michelli Experience
Customer Bliss
MARCH 14, 2017
Episode Overview. Diane has an interesting background for a CCO — she actually began as a technical writer.
Jacada
MARCH 17, 2017
Jacada is dramatically improving the experience of customer service at contact centers around the world. By providing the option to pivot an inbound call to a digital session, customers are able to bypass long hold times and effectively self-service their inquiry.
360Connext
MARCH 13, 2017
It’s been an eventful few days during my latest pilgrimage to the South By Southwest (SXSW) Interactive Festival in Austin, Texas. Yes, I’ve had my share of good barbecue, live music and a few margaritas. Copyright 2017 · 360Connext.
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In just nine months, Plansource raised customer happiness by 35%. Learn how.
NewVoiceMedia
MARCH 16, 2017
Today’s new buzz words in the world of customer service are “customer engagement” and “ customer centric”. The concepts are very valid and important to create a relationship with the customer.
Kayako
MARCH 16, 2017
Question: When is a self-service writer a diplomat? Answer: When they are a writing a knowledge base to help customers solve their problems quickly and reduce repetitive conversations with your support team. Writing documentation for a knowledge base is hard.
ijgolding
MARCH 13, 2017
Last week I was afforded the undeniable pleasure of spending two whole days with Diane Magers, CEO of the Customer Experience Professionals Association (CXPA).
Jacada
MARCH 17, 2017
This additional revenue can then be channeled back into agent upskilling. Contact centers, like any business, face a continuously mounting barrage of costs.
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The world’s most influential and customer-centric firms lead with technology, but do not let technology lead their customer relationships. Iconic firms – as such firms are labelled – recognize that providing exceptional customer experience is a key driver of increased revenue and brand loyalty. Register now to learn what strategies differentiate an iconic firm from other businesses
NewVoiceMedia
MARCH 14, 2017
Legendary service. Many organizations use this phrase to describe and promote their service. But how many have really earned the right to claim customer service excellence? If you give good service, that’s not legendary. If you go out of your way for someone, that’s not legendary either.
CX Journey
MARCH 14, 2017
Image courtesy of aliceheiman No customer experience budget? I haven't written a CX Journey™ Musings post lately, but I found a topic that warrants a bit of reflection.
Kayako
MARCH 14, 2017
Could your company be blamed for a failed essay? Warby Parker had better hope not. My @WarbyParker home try on package is arriving tomorrow and I am so excited I can’t focus on my essay. Brandon (@TheBrandonPFrye) February 22, 2017.
ijgolding
MARCH 14, 2017
If you have ever worked in a company that is looking to improve its sales, often Customer Experience(CX) is defined as the solution. Normally a CX expert is drafted in and a workshop created for the key stakeholders.
Advertisement
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.
CustomerGauge
MARCH 15, 2017
The claim to fame of any successful Net Promoter® program is the ability to react quickly to customer feedback. After all, NPS® is about more than just the score, it’s about what you do with it (i.e., actionable data).
Wired and Dangerous
MARCH 13, 2017
In today’s hyper competitive market customers long for organizations they can trust. They trust organizations who consistently deliver great experiences. The kind of experiences that take the customer’s breath away!
Provide Support
MARCH 15, 2017
Your customer service employees are your brand representatives, the human face and the voice of your company. Their competence, soft skills and communication habits count tremendously toward the quality of the service they provide to your customers and impact overall customer satisfaction.
OpinionLab
MARCH 16, 2017
Today’s business world is a strange and fascinating place, filled with companies hellbent on disrupting long standing industries.
Advertisement
Auror uses NPS to fuel business growth through customer happiness. See How.
MaritzCX
MARCH 16, 2017
I will never forget it. This prospective customer was so excited to show it to me. He had hired a graphic artist to take the journey map they had created and turn it into this beautiful rendering that he had framed and hung on the wall. I had to agree, it was stunning. The stages, View Article
ReviewTrackers
MARCH 17, 2017
South by Southwest (SXSW), the annual conglomerate of film, interactive media, and music festivals in Austin, Texas, continues to amaze its attendees. This year, the ReviewTrackers team once again conquered SXSW.
Jacada
MARCH 14, 2017
There are many advantages to be gained from guiding customers into channels where they can resolve their problems without requiring an agent’s help. Read More. Jacada Blog
Beyond Philosophy
MARCH 13, 2017
When I was a kid, my teachers labeled me the class clown. I wasn’t one for long winded jokes, but I was always ready with a snappy comeback, a sarcastic comment or a funny observation.
Advertisement
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.
MaritzCX
MARCH 14, 2017
One thing we hear over and over again is the power of customer feedback captured in video. When a customer speaks about their experience in their own words, you can’t beat it. It really brings to life what your customer sounds like, looks like, and conveys the emotion in a powerful way.
Helen Dewdney
MARCH 13, 2017
Only a day after International Women’s Day, at a Retail Week seminar entitled “How to become a non-exec director”, one was left wondering what role women had as non-executive directors. The session was provided by three male chairmen of boards, one male commercial director and one male chair of panel. Perhaps someone should have a word with the organiser about ensuring some diversity?
CX Journey
MARCH 16, 2017
Image courtesy of Tax Credits No customer experience budget? No problem!
Beyond Philosophy
MARCH 15, 2017
My first manager had a poster on his wall that said, “There isn’t a lot of traffic on the extra mile,” a tenet of Customer Service. Today, that poster might read, “Why meet customer expectations when you could exceed them?”
Advertisement
How Real-Time Customer Feedback Drives Fleetio’s Customer-Obsessed Culture Description: See how Fleetio uses AskNicely to create customer-first brand and product experiences.
ShepHyken
MARCH 15, 2017
Every day I get an email from RetailWire.com, a daily publication that is read by thousands of people in the retail industry. It’s the number one forum for discussions about hundreds of important issues in the industry.
Helen Dewdney
MARCH 15, 2017
Press release from The Complaining Cow. The 15th March 2017 is World Consumer Rights Day [1], organised and promoted by Consumers International [2]. This year’s theme is ‘Building a Digital World Consumers can Trust. ”. In a world where consumers are purchasing more and more online it becomes more important for people to know their rights and how to complain when things go wrong. So what are your rights when purchasing online?
CustomerGauge
MARCH 17, 2017
We recently unveiled our new mobile-optimized Net Promoter® reporting suite with cutting-edge retention and Monetized Net Promoter features. Today, we are excited to announce that we are adding a brand new KPI Dashboard to our suite of reporting.
Jacada
MARCH 13, 2017
As customers adopt multiple contact channels, challenges like digital pivoting come to the fore. The present ubiquity of smartphones, the rapid growth of Social Media and the interconnectedness of modern consumers means that companies today face something of a quandary.
Advertisement
Learn 5 actions your organization can take right now to improve the customer experience.
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