2014

The Six Laws of Customer Experience (Video)

Experience Matters

This video explains The Six Laws of Customer Experience. By understanding these fundamental truths about how people and organizations behave, companies can make smarter decisions about what they do, and how they do it.

Video 342

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 312

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.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

When Expectations are Clear Your Staff Owns It

Who's Your Gladys?

Have you developed a set of memorable service expectations that stick in the minds of your staff? A vision that defines who employees are expected to “be” for their customers and colleagues is powerful. But only when it’s modeled, shared and reinforced.

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?

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!

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.

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.

How An Online Entrepreneur Got 120,000 Customers in 2 Years! - Frank Reactions

Tema Frank

Rakesh Soni, who emigrated from India to Canada in 2006 to do a Master’s Degree in Engineering at the University of Alberta, is well on his way to becoming one of the web’s next big online success stories. Frustrated by … Continue Reading → The post How An Online Entrepreneur Got 120,000 Customers in 2 Years! appeared first on Frank Reactions.

Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

The Ultimate Customer Experience Infographic, 2014

Experience Matters

In honor of Customer Experience Day, Temkin Group created its second annual “The State of Customer Experience” infographic. You can see a vertical infographic below or: Click here to download the vertical infographic (.pdf). Click here to download as a 18″ x 24″ poster (.pdf).

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.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Keeping the “Dream” in Your Dream Team

Who's Your Gladys?

When your goal is to build a customer service dream team, and keep it going strong – it makes sense to learn from those who’ve already done it. That’s why we’re sharing concrete strategies from Dialog Direct, a company that offers a range of customer.

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.

You Can’t Fix Everything…

MaritzCX

“You should have let us know and we would have fixed the problem for you,” said the hotel clerk as I checked out and listed a litany of unsanitary aspects of the room I had stayed in the night before. I tried to explain to her that when a guest sees something disgusting in the room (or in. View Article

Hotels 310

As the Economy Gets Better, Customer Service Gets Worse

Beyond Philosophy

This time of year always has me thinking about the next one. It could be because I am already scheduling into January, February and so on, making next year feel even closer than it already is.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

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.

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.

Jay Baer On How Even Small Companies Can Compete - Frank Reactions

Tema Frank

Jay Baer, of Convince & Convert, the Social Pros podcast, and author of the wonderful new book, Youtility, says that the way to compete in today’s world is to be ultra-helpful. How Can You Help Your Customers & Prospects? We’re … Continue Reading → The post Jay Baer On How Even Small Companies Can Compete appeared first on Frank Reactions.

Customer Experience = Success + Effort + Emotion

Experience Matters

My definition of customer experience remains the same as when I introduced it in 2008 : The perception that customers have of their interactions with an organization.

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.

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.

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.

The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.

Innovative Service: A Fond Farewell to 2014!

Wired and Dangerous

As 2014 draws to a close it is a time to reflect on the good that came from the challenging times of the past year and to express our gratitude to all of those who helped make 2014 the best it could be. Thank you!” These are arguably the two most powerful words in the English language.

Five Ways to Improve VoC Efforts

MaritzCX

A few weeks ago, I shared a few thoughts on six trends highlighted by Mark Meeker of the VC firm Kleiner Perkins Caufield Beyers. Each year an in-depth analysis is published on emerging trends which are key to success. Based on her findings we all have some work to do. Additionally, Maxie Schmidt-Subramanian, from Forrester, View Article

Trends 302

5 Traits of Customer-Focused Companies

Michel Falcon Experience

How do you personally define a customer-focused company? I’m not talking about a company that claims to be customer-focused but one that genuinely obsesses over improving their customer experience.

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?

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.