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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 355

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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

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

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

Experience Investigators by 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.

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.

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

Build a Customer Listening Path

Customer Bliss

In Competency Three (Customer Listening Path), you follow the customer journey stages to create a unified listening path that consolidates aided and unaided listening. Build a blend of quantitative and qualitative information to tell the story of customers’ lives.

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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Want to Improve Well-Being? Sleep for 7 to 8 Hours

Experience Matters

One of the themes from the positive psychology movement is the importance of sleep. Research has shown that happiness is very reliant on people getting enough sleep. Check out Ariana Huffington’s excellent Ted Talk where she identifies sleep as a critical ingredient to success.

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.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

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.

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.

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.

AI & Community: Don't Hammer the Flowers

Speaker: Venessa Paech, Australia's Leading Community Specialist

Join Vanilla Forums on Tuesday, July 21, 2020 at 8:30 AM ET for this on-demand workshop led by Venessa Paech, Co-Founder of Australian Community Managers and Leading APAC Community Specialist.

Customer Experience Is… What, Exactly?

Experience Investigators by 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.

Sometimes, It’s the Little Things That Make the Biggest Difference

Storyminers

Starbucks wasn’t the first place to let customers buy something on-line and pick it up in-store. However, they’ve done a good job of integrating the new service into their operations.

Retail 233

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

Earn Customer Desire and the Right to Grow

Customer Bliss

I’m introducing a new word for you to consider: desire. Its time to replace the word ‘loyalty’ with the word desire. What I’ve experienced and observed is that ‘loyalty’ can be something to go get from customers, rather than something to be earned.

[On-Demand Webinar] The State of Customer Education: Trends and Benchmarks Report

Speaker: Sandi Lin & Linda Schwaber-Cohen

In this webinar, Skilljar CEO Sandi Lin shared learnings from Skilljar's recent study and her insights on the state of Customer Education. She dug into key findings so you can benchmark against industry trends and understand how your strategy and metrics compare.

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.

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 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

Just launched! 2020 Customer Education Benchmarks and Trends Report

Based on a survey of more than 250+ external education teams, Skilljar has compiled this report on current trends including budgets, integrations, team structure, and more. In this report, see how companies across a variety of industries are building, optimizing, and measuring their training programs.

Win a ticket to UserConf and The Customer Support Handbook by Sarah Hatter

Kayako

We’re giving away a ticket to UserConf San Francisco and copies of Sarah Hatter’s book The Customer Support Handbook. Don’t miss your chance to win this amazing prize! Read this post to find out how you can enter.

The Always Up-To-Date Guide To CX Events

Kerry Bodine

I’m often asked about customer experience conferences: What’s out there? Where am I speaking ? Which conferences would I recommend?

Stop Kidding Yourself! Are You Interested or Committed to Delivering Amazing Customer Service?

Kristina Evey

“I’d kill to have a golf swing like that!”. “I’d I’d do ANYTHING to lift that much weight and look like that!”. We’ve all heard, and made, statements like this about something in either our personal or professional lives. But really, we are all a bunch of liars. Committed to Service.