Sat.Mar 11, 2017 - Fri.Mar 17, 2017

{Infographic} Revisiting Convenience – Lessons from H2O

Michelli Experience

Business Customer Engagement Customer Experience Customer Service Customer Value Employee Engagement Human Performance Joseph Michelli Leadership Keynote Differentiation The Michelli Experience

276

Brainshark B-B Chief Customer Officer Diane Gordon – CB42

Customer Bliss

Episode Overview. Diane has an interesting background for a CCO — she actually began as a technical writer.

242

Digital Engagement on the Voice Channel

Jacada

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.

193

#SXSW: Emerging AI with a Focus on Greater Experiences

360Connext

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.

159

How Plansource Uses AskNicely NPS with Salesforce to Transform Customer Relationships

In just nine months, Plansource raised customer happiness by 35%. Learn how.

More Trending

Customer service basics are timeless

NewVoiceMedia

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.

181

5 Best Practices for Keeping a Killer Knowledge Base

Kayako

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.

116

Inspiration, Dedication, Perspiration – welcome to the mind of the Customer Experience Professional!

ijgolding

Last week I was afforded the undeniable pleasure of spending two whole days with Diane Magers, CEO of the Customer Experience Professionals Association (CXPA).

115

How Digital can Save your Organization Money

Jacada

This additional revenue can then be channeled back into agent upskilling. Contact centers, like any business, face a continuously mounting barrage of costs.

130

Getting to Iconic – How leading brands balance technology and human talent to deliver exceptional CX

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

When does customer service excellence become ‘legendary?’

NewVoiceMedia

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.

170

CX Journey™ Musings: No Budget for #CX Improvements

CX Journey

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.

162

What vCommerce Brands Get Right About Customer Experience

Kayako

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.

109

So you attended the Customer Experience workshop, what now??? by Paul Clavering

ijgolding

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.

107

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.

What Defines a Good Closed-Loop Process?

CustomerGauge

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).

106

Recipe for Service Greatness

Wired and Dangerous

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!

101

Top 15 Mistakes Made By Customer Service Professionals (Infographic)

Provide Support

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.

97

As a fast-growth disruptor, CX can make and then break you. Here’s how connected VoC listening can maintain your success.

OpinionLab

Today’s business world is a strange and fascinating place, filled with companies hellbent on disrupting long standing industries.

94

Auror and NPS: The Ultimate Crime-Fighting Duo

Auror uses NPS to fuel business growth through customer happiness. See How.

Your Customer Journey Map Looked So Good You Had to Frame it…

MaritzCX

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

130

The Top Trends in Technology at SXSW

ReviewTrackers

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.

90

Harvesting the Benefits of Digital Self-Service

Jacada

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

90

Startling Revelation! Tell More Jokes To Get Ahead in Business

Beyond Philosophy

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.

89

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.

The Power of Media in Telling the Story

MaritzCX

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.

130

Casual sexism is alive and kicking in UK boardrooms

Helen Dewdney

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?

88

CX Journey™ Musings: No #CX Budget? No Problem!

CX Journey

Image courtesy of Tax Credits No customer experience budget? No problem!

125

Surprisingly Easy: The Path To Customer Loyalty

Beyond Philosophy

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?”

87

How Real-Time Customer Feedback Drives Fleetio’s Customer-Obsessed Culture

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.

Customers Buying Habits Are Changing. Are You Keeping Up?

ShepHyken

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.

85

Celebrate World Consumer Rights Day by shopping smarter online

Helen Dewdney

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?

84

Turn NPS into High Retention with CustomerGauge’s New KPI Dashboard

CustomerGauge

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.

81

Omnichannel – Necessary, but Complex

Jacada

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.

78

How to Create an Exceptional Customer Experience

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