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

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.

How does a customer-focused CEO make decisions?

Customer Bliss

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.

Trending Sources

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.

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.

Forbes Insights: Data Elevates the Customer Experience

New ways of discovering and applying customer insights

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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.

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.

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?”

In 2020, Customer Experience will Overtake Price and Product Quality as the Key Brand Differentiator

Jacada

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

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

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.

#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.

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Crush Contact Center Silos to Improve the Customer Experience

Clarabridge

By Lorraine Schumacher. CEM Evangelist. Your contact center is hiding some of the richest, most valuable Voice of the Customer (VoC) information you have. But too often, business silos keep you from using that information to make your business better.

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

The Ten Commandments of Customer Service

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

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).

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.

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Optimizing the Contact Center: How to Make Every Service Engagement a Success

StellaService

Recently, I stumbled upon a terrific article in the Harvard Business Review , “ Kick-Ass Customer Service. ” (The title alone makes the article a must read.) In it, the authors do two things effectively.

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.

What Makes a Successful Voice of the Customer Program

Learn how to build, maintain, and sustain an effective results-driven VoC program.

A Beginner’s Guide to Churn Mitigation

Amity

In the subscription economy, quickly mitigating and minimizing churn is a critical driver of business success. It's debatable whether or not a 0% churn rate is possible , but companies can reduce their churn rate down to the optimal level.

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Hospitality Leaders: Don’t Put Front Office Innovation on the Back Burner

Avaya

The statistics make it clear: consumers’ expectations for services are climbing year over year. Almost two-thirds have stopped doing business with a brand due to a poor service experience, and the majority consider customer service a vital part of brand loyalty.

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?

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.

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How to Build Great Customer Journeys

Make Each Touchpoint a Meaningful Experience

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

CX Journey

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

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!

GDPR – Could Be The Best Kick Up The Backside

Martin Hill-Wilson

The General Data Protection Regulation (GDPR) hits home 25th May 2018. Lawyers and consultancies are having a field day. Many of their internal counterparts are hyperventilating over the size of challenge and lack of corporate urgency to get ready.

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).

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5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

How to be More Productive (and Less Busy)

LiveChat

The difference between being productive and being busy isn’t obvious at first sight. In both cases, you work up a sweat to get your tasks done, but only one way will lead you to success.

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

3 Simple Ways To Promote Productivity And Proactiveness

Amity

Many customer success organizations still work in a high touch approach. If asked, they will admit that their job is to do anything for the client. This approach is not scalable, time-consuming and what is worst, it hands over the control of the journey to the client instead of leading it.

Examining 10 Emotions, 8 Interactions, and Resulting Loyalty

Experience Matters

Any regular reader of this blog likely knows that emotion is a key topic for Temkin Group. We labelled 2016 as The Year of Emotion and operationalizing emotion is one of our 2017 CX trends. As part of our push to drive more detailed discussions about emotion, we examined the emotions that consumers feel after specific interactions. It turns out that […]. Customer experience Emotion

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.