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.

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.

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

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.

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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?

What is the Purpose of Customer Satisfaction Surveys Anyway?

MaritzCX

Recently I completed a customer satisfaction survey for United Airlines after a particularly bad experience even by airline standards. I actually wanted to be contacted by the airline, but there is no place in their survey for a hot alert (request to be contacted).

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.

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

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.

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.

The SaaS Guide to Customer Engagement, Retention, and Advocacy

After onboarding, most SaaS customers have to find their own way to success. This ebook by Influitive is a compilation of some of the best examples of programs designed to drive customer retention and advocacy, with examples from some of the world’s largest and most innovative SaaS vendors.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.