2015

Maximizing the success of your CX program: Both hands are needed

MaritzCX

Time to plan the funeral of your customer feedback measurement programs. It’s time for an effective, actionable customer experience management program that drives business outcomes for your organization. What’s making the difference?

Stop Surveying (And Ignoring) Your Customers

Experience Matters

I just ran into a great (negative) example of my 6th CXtip : Don’t waste customers’ time asking them questions unless you are prepared to act on what they say. We were on vacation at a very nice resort (the name of the resort is not relevant for my discussion).

Survey 344

Marketers, Do You Know Everything You Should? From the 5Ps to the 7Qs.

C3Centricity

Marketing is a great profession. I’ve worked in or with marketing teams for most of my career. From the outside, they are seen as the department that comes in late, parties every night and gets to talk about advertising at conferences in exotic places.

Brands 342

What makes the the worlds #1 Customer Experience brands?

ijgolding

As I quite literally travel the world talking, listening and working with individuals and organisations who have an interest in Customer Experience, I am regularly asked who the world’s ‘best’ Customer Experience brands are. ‘Who is good at CX?’ ’ is a pretty typical question. It is a good question to ask and one that I […].

Brands 343

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.

People wranglers or individual contributors? What’s the difference and who is most important?

Kayako

Implications of the traditional team structure. Companies are finding new ways to improve the way they run. One of those ways is rethinking the way the company is structured and review the opportunities for career progression.

More Trending

Customer Loyalty Depends on the Word “WHY”

Kristina Evey

Understand WHY Customers Remain Loyal to Your Company. Many people assume that customer loyalty and customer satisfaction is based on asking one very important question – What is the likelihood of you referring others to do business with us?

This Is What an Epic Customer Experience Fail Looks Like

360Connext

Spring Break! Fun in the sun! Time away! And then that time you fly home with your family…only to be mistreated so incredibly that writing this blog seems like the only recourse I have. Let me present the facts. We booked a flight to Puerto Vallerta, Mexico in October.

How to Become a Leader in Customer Experience | Driven to Delight

Michelli Experience

There are leaders, followers, and…well people who just get in the way! Which are you? In business today, it takes leadership to build a business that consistently engages customers.

12 Rules to End Bad Customer Service – Part 2

Steve DiGioia

This original article was written by Steve DiGioia. Once again, time to discuss how to end bad customer service. Have you followed any of my first 6 rules in Part 1? I h ope so, because I know they work. Strap yourself in; here’s Part 2. . ~~~~~~~~~~~~~~~~~~~~~~~~~~~.

Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

Customer Satisfaction Versus Customer Loyalty

Comm100

If your business sells goods or services online, then you know that nothing beats having a new customer visit your website and then make a purchase. But, the sale is just the beginning of the journey with your new customer.

The 5 Segments of Your Social Network

MaritzCX

It strikes me that, when looking at your social network, a surprising reality emerges: a very small minority of people in the network are responsible for the network’s overall success and value. This is clearly a case of “more is not necessarily better.”

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518

Employees Need to Feel Like They’re Contributing

Experience Matters

How people feel about what they are doing (intrinsic motivation) is a key to sustaining their focus, energy, and commitment.

How to Use Marketing Quotes to Inspire and Catalyse Action

C3Centricity

Posts which include quotes are amongst the most shared on social media. Everyone seems to love them. This is because they are short, simple and often inspiring. They also usually fit conveniently into the 140 word limit of Twitter posts.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

Ignorance, Disbelief and Failure – lessons in how NOT to lead from the Orient – Leyton Orient!!

ijgolding

One year ago I wrote a blog post about leadership. It was a delight to write with great clarity about how an organisation had achieved remarkable things through strong, committed, innovative, focused and inspirational leadership.

5 ways to retain your customer support staff

Kayako

Many companies face the same challenge with their customer support team: how to prevent the support staff from leaving. Common reasons for this boil down to burnout, the feeling of ineffectiveness and lack of accomplishment.

Raising Customer Service to an Art Form at the Townsend Hotel

Who's Your Gladys?

We love tapping into the experience of successful customer-focused business leaders. That’s why we sat down with Steven Kalczynski, Managing Director of The Townsend Hotel, a luxury hotel nestled in the upscale shopping district of Birmingham, Michigan.

Hotels 281

Good Business Is About Showing Customers the LOVE Through Good Customer Service

Kristina Evey

The secret sauce to getting more customers and making more money? Show Your Customers The LOVE! Show Your Customers the Love. It doesn’t get any simpler than that.

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.

Customer Experience Is… What, Exactly?

360Connext

The following is a Best of 360Connext post. What is customer experience? According to Wikipedia, it’s this: Customer experience ( CX ) is the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier.

Customer Experience First, Business Strategy Second

Kerry Bodine

Happy CX Day! On this important day, I want to discuss an important topic: strategy. In a recent post , I lamented how many companies today focus on business strategy first and customer experience strategy second.

Customer Service: Listening Beats the Checklist Every Time

Steve DiGioia

Guest Post by Kate Nasser, The People Skills Coach™ This original article was written by Steve DiGioia. Today’s guest post is by Kate Nasser, The People Skills Coach™, Founder & President CAS, Inc. She uses real life stories to ignite true customer focus, and here is her story.

The Customer Is Not Always Right: 5 Tips to Help You Say “No”

Comm100

We’ve all been there: a customer wants you to ship a product in a color that you’ve never even heard of before, or demands a refund for a subscription they’ve been enjoying for seven months already.

Tips 254

How to Improve Customer Experience in an Era of Choice

Customer experience is quickly becoming the de facto differentiator between successful businesses and the ones that fail. Download this ebook to learn how some of the largest companies in the world are driving better customer experiences.

The New Face of Leadership: Capturing and Distributing Institutional Knowledge Part 1

MaritzCX

Leadership and distributing knowledge is the key to being successful today in a communication-heavy environment. The following is the first of three blogs that focus on developing leadership—the type of leadership that will allow your company to excel.

Positive Psychology Meets Customer Experience

Experience Matters

Last week, the Temkin Group leadership team attended the World Congress on Positive Psychology in Orlando. Kudos to the International Positive Psychology Association for putting on such a great event.

How a Company Reacts to a Crisis Says a Lot About its Customer Centricity

C3Centricity

In the UK, there was a recent, highly publicised “significant and sustained cyber-attack“ on the Telecom company Talk Talk’s website. According to the news as I write this, it seems that a fifteen (!!!) year old Irish lad and a 16-year-old Brit may be responsible.

Customer Experience Design: 3 essential (design) skills for creating a great customer experience

ijgolding

4 Steps to Developing Your Customer Care Strategy

The quality of a customer care strategy can make or break a company, but simply resolving a customer service issue or complaint is no longer enough. Learn the 4 steps that address the major points you need to consider when building a customer care roadmap.