Episode Overview. Diane has an interesting background for a CCO — she actually began as a technical writer. MORE
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. 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
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 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
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
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. 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
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
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
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
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. MORE
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. MORE
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. 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
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. 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
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. 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
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.
Customer Bliss
MARCH 16, 2017
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.
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.
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.
Advertisement
New ways of discovering and applying customer insights
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.
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.
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?”
Jacada
MARCH 14, 2017
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
Advertisement
Customer support is the most important job in your company, so it pays to hire right
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.
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.
Clarabridge
MARCH 15, 2017
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.
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
Advertisement
This cheat sheet covers ten fundamentals of customer service to help your business excel.
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).
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.
StellaService
MARCH 16, 2017
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.
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 how to build, maintain, and sustain an effective results-driven VoC program.
Amity
MARCH 17, 2017
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.
Avaya
MARCH 13, 2017
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.
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?
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.
CX Journey
MARCH 16, 2017
Image courtesy of Tax Credits No customer experience budget? No problem!
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!
Martin Hill-Wilson
MARCH 13, 2017
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.
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).
Advertisement
Tactics for Boosting Engagement and Brand Affinity.
LiveChat
MARCH 17, 2017
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.
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
Amity
MARCH 13, 2017
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.
Experience Matters
MARCH 16, 2017
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
Advertisement
Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.
INDUSTRY INSIGHTS YOUR PEERS ARE READING
53 
Let's personalize your content