2014

For Greater Customer Satisfaction, Should Marketers Answer Their Needs or Desires?

C3Centricity

In 1943 Maslow proposed his theory about people’s needs in a paper entitled “A theory of human motivation” He used the terms Physiological, Safety, Belongingness and Love, Esteem, Self-Actualization and Self-Transcendence to describe the pattern of needs that motivate people.

Customer Service – Which Comes First – the Customer or Your Staff?

Kristina Evey

Which Comes First – The Customer or Your Staff? Customer service is an obvious and crucial focus for any company looking for sustainable financial success. You MUST focus on customers. You MUST value and appreciate the business, revenue, and referrals they bring you.

15 Ways To Rock Customer Experience in 2015

360Connext

Customer experience is more than a full-time job. It’s more than a project. It’s more than a department. The best organizations spend plenty of time considering how to deliver exceptional experiences. The very best organizations then act upon those ideas quickly and with vigor.

eBook 206

Are Your Customers Lost Between Silos?

Customer Bliss

It’s not the fact that the silos exist that’s the problem. It’s their lack of coordination and conflicting metrics. Each faction of the company continues to establish their own plans, budgets and goals.

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

Human and Automated: Customer Experience Management at Its Best

Michelli Experience

According to research conducted by Software Advice, manually trying to manage customer relationships and consumer complaints through email and spreadsheets is going the route of rotary-dial phones!

The magic of Disney – now that’s what I call a Customer Experience!

ijgolding

I have often said in the past how lucky I am to have so many people share their customer experience stories with me. Sometimes the stories are difficult to hear. Sometimes the stories are inspiring.

5 Ways to Drive Better Performance Through Your Customer Experience

Aveus

Customer experience has become a hot topic. Industry and company experience ratings are published. A vast array of outside resources are suddenly available to help organizations understand and improve their customer experience.

The One-Day University Experience—a Customer Perspective

CX Chronicle

This past weekend my wife and I attended what is called The. One Day University. This was our first. experience and we committed ourselves to a full day from 9:00 AM to 4:00 PM to. learn from a variety of topics delivered by eight stellar professors all from different. institutes of higher learning.

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.

Five Essentials of Customer Service Excellence

C3Centricity

Recently, I took a very early flight with British Airways (BA) out of Geneva airport and once again, BA staff demonstrated their excellent customer service.

Improving Customer Service: How to Handle Upset Customers Successfully

Kristina Evey

Improving customer service requires the fine art of working with frustrated and upset customers. We’ve all had them. We all know the principle that if you can successfully turn around an upset customer, they’ll be more loyal to your company than if they never had an issue at all. . .

5 Ways to Sabotage your Customer Experience

360Connext

Sure, you may not intend to, but there are probably ways you, as the leader of your department or organization, are sabotaging the experience your customers have. And who can blame you? Today, leaders have more expectations with fewer resources.

Believe Your Customers

Customer Bliss

Very little shreds of respect remain, if any, after we’ve put a customer through the third degree that many customers experience when they encounter a glitch, and actually need to return a product, put in a claim or use the warranty service.

How to Create an Exceptional Customer Experience

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

Slow Things Down to Amp Up Customer Service

Who's Your Gladys?

Anyone who''s working in the corporate world knows how much things have changed in the last 10 to 15 years. Everybody - from the top executive ranks to the front-line service providers - has more responsibilities and tasks to complete every day than they used to.

Innovative Service: Customer Connections for Great Experiences!

Wired and Dangerous

Walk into one of your favorite service providers and you immediately feel the difference in the experience that makes this establishment one of your chosen few. What is the difference?

Nordstrom’s Acqusition of Trunk Club is a Win for Shareholders, Employees, and Customers

Storyminers

Nordstrom’s [JWN] acquisition today of Trunk Club (a personal shopping service for guys who hate to shop but want to look good) is reported in the business press today with all the right financial reasons: scale, financial strength, distribution efficiencies, … Continue reading → Blog Customer Experience Retail Apps

9 Effective Tips for Customer Service on Social Media

Comm100

The advent of social media has had a huge impact on the customer service industry.

Customer Experience Transformation in Telecoms

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

What is wrong with Virgin Media? a story of pain, frustration and dreadful Customer Experience

ijgolding

If you are a regular reader of my blog, you will be aware that I am regularly referred to stories of both great and not so great Customer Experiences.

A Bold Leader Self Assessment on Customer Experience

Aveus

Every day I work with bold leaders to align the decisions they make and what they do every day to what customers value. Because of this I’m forced to ask this one question at least once a day: “Is your customer experience costing or making you money?” Most don’t know.

A Customer Experience Vacation Story—A Week in Nice

CX Chronicle

My wife and I just returned from a week of vacation in. southern France. It was the first. vacation in decades that we can both claim to have completely disconnected from. our daily routine—no cell phones, no Internet, no car, no bills, and no.

Halloween Scares & Solutions for Marketing

C3Centricity

Halloween is coming, even earlier than usual this year, judging from all the retail displays already in the shops! Although it is now more associated with children dressing up in scary costumes and demanding “Trick or Treat”, it is actually a Christian remembrance of the dead on the eve of All Saints’ Day. So what does that have to do with marketing?

The Ten Commandments of Customer Service

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

Never Under Estimate the Power of a Thank You Note to Boost Customer Loyalty

Kristina Evey

Thank You Notes Show You Care About Your Customers. Remember Thank You notes? The things that we encouraged to write as kids every birthday or holiday when we received gifts from relatives or friends? My own personal experience is that I didn’t enjoy writing them at all.

Why New Customer Rewards Stink For The Rest Of Us

360Connext

The following is a Best of 360Connext post. Do we live in a throwaway culture? Probably. It feels that way to loyal customers sometimes, thanks to customer rewards reserved for those walking in the door.

Six Skill Sets that Drive Customer Change

Customer Bliss

There are skill sets specific to driving culture change that need to be present when doing this customer experience work. The lack of these six skills comprises the execution chasm.

Are Your Communications to Employees Thoughtful or Thoughtless?

Who's Your Gladys?

You''ve seen it – that sign posted in public restrooms telling employees, “You must wash your hands before returning to work.” Is there anything wrong with reminding staff to follow the rules?

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

Innovative Service: Serving Your Values

Wired and Dangerous

High Point University is a private college in High Point, North Carolina. When Dr. Nido Qubein assumed the presidency in 2005, he shifted the focus to the experience of their customer—the student.

Employee Engagement Shows on Bottom Line

Storyminers

5 Clever Ways to Use Your Thank You Page

Comm100

Thank you pages – pages that are displayed following the completion of a sale – are generally last on the list of content priorities for any brand or online retailer. After all, the sale has been made, the conversion is complete and it’s time to look for new customers and the next big sale, right?

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Who will be the next ‘United Breaks Guitars’? Don’t let it be you!

ijgolding

In 2008, Dave Carroll’s guitar was broken by United Airlines.

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.