2016

Forgotten Facts & Fantasies of Customer Delight

C3Centricity

If you follow me on social media, you’ll know that I’ve just returned from a three-week visit to Peru. I had the privilege of being the keynote speaker at IIEX-Latam in Lima and decided to take time off to visit the country after the conference.

NPS 341

What 1000 Consumers Say About Bad Customer Service

Kayako

CONTENTS. Intro: Word of mouth marketing. 1: The importance of getting it right first time. 2: Our experiment. 3: The results. 4: What this means for your business. 5: Is it too late to win the customer back? What you can do to rectify bad customer service. Takeaways. Intro: Word of mouth marketing.

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Do Customer Journeys Drive Your Content Strategy?

Kerry Bodine

This journey map for the Exploratorium , a science museum in San Francisco, is one of my favorites.

Thirty Drivers of Value Perceptions, or Why Customers Love Your Company

MaritzCX

Customers love a company because they perceive value in their interactions with its people, products, and services.

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!

5-Minute CEO Hack For Creating a Customer-Inspired Culture

AskNicely

How can the CEO of a major organization change the company culture in just five minutes a day? A few years ago, I found that I was asking myself the same question.

More Trending

5 Epic Employee Engagement Issues You Never Noticed

Experience Investigators by 360Connext

Highly-engaged employees will deliver better experiences to your customers, leading to increased loyalty, more referrals, and more business overall. Yippee!

When Salesforce® Lightning Strikes! The Top Three CX Improvements

NICE inContact

Have you ever wondered what happens in your Contact Center when lightning strikes? No, this blog post is not about inContact Disaster Recovery (even though that would certainly also be an interesting topic).

Generation Z statistics: New report on the values, attitudes and behaviors of the post-Millennials

Vision Critical

Generation Z, the cohort born between 1996 and 2010, is ready for the spotlight. Finally escaping the shadows of the generations before them, many Gen Zers are now entering the workforce. As a result, their spending power, currently valued at $44 billion , is growing every day.

Report 285

5 Ways to Improve B2B Customer Engagement Through Omnichannel Tactics

Customer Bliss

Guest Post by Robert C. Johnson: Robert is co-founder and CEO of TeamSupport.com , a cloud-based, B2B software application built to help customer-facing support teams serve clients better through stronger collaboration, superior teamwork, and faster issue resolution.

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!

Live Chat Best Practices

BlueOcean

In a world fueled by technology and a culture plagued by busy-ness, where many people turn to texting and instant messaging as their first and fastest route of communication, it makes sense why live chat is a growing channel for customer support.

Report: 2016 Temkin Experience Ratings of Tech Vendors

Experience Matters

We just published a Temkin Group report 2016 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 800 IT decision makers from large North American firms. This is the fifth year of the ratings, here are links to the 2012, 2013, 2014, and 2015 ratings. Here is the executive summary […].

Report 260

The Subtle Differences Between Customer Support and Customer Service

Kayako

The term ‘customer service’ evokes nostalgia for sales clerks in long aprons in country town emporiums. Some see it as the old-fashioned version of customer support. Many people can’t distinguish between terms ‘customer support’ and ‘customer service’. It’s confusing!

10 Steps To Mapping Your Current Customer Journey

Kerry Bodine

Of the four types of customer journey maps , the current-state map is the most ubiquitous. That’s not surprising, given how many organizations are trying to understand their customers’ current pain points and improve the customer experience.

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.

Good CX Can Turn Boring into Fun

MaritzCX

Ask anyone how they’re doing and you will likely get the same response: “Busy!” We all have lots to tend to. Whether keeping up with the neighbors or inventing the next big social media meme, life is exhausting. Add to that a job, a family, and some hobbies, and it’s no wonder we are all.

Dashboards: Driving Your Business Like a Sports Car, Not a School Bus

AskNicely

Having the right dashboard can revolutionize your business in terms of success and your own enjoyment. A dashboard is meant to give you vital information and data at a glance, with users able to access everything from sales and marketing data to finance, inventory reports and website analytics.

Sports 301

Customer Experience: The Differentiation Battleground

ijgolding

The Golding family car – a Renault Grand Espace we affectionately call ‘the beast’ – is reaching the end of its life.

Achieve Stellar Customer Service with the Aloha Principle

Experience Investigators by 360Connext

Hawaiians have a reputation for delivering stellar customer service. They seem to always maintain a genuinely warm and friendly manner when dealing with their clients, making it virtually impossible to feel dissatisfied even after experiencing some sort of service failure.

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.

inContact Recognized as a Leader in Gartner’s 2016 Contact Center as a Service (CCaaS) Magic Quadrant

NICE inContact

For the 2 nd year in a row, inContact was positioned as a Leader in Gartner’s annual Contact Center as a Service (CCaaS) Magic Quadrant. Positioning in the Magic Quadrant is based on two criteria: Ability to Execute , and Completeness of Vision.

How smart brands measure customer intelligence ROI

Vision Critical

In our e-book The 10 Smartest Brands: How They Use the Competitive Advantage of Customer Intelligence , we reveal how companies like D E WALT, LinkedIn and Salomon engage with customers to make better marketing, customer experience and product innovation decisions.

ROI 276

The proactive approach to customer complaints

Customer Bliss

Customer complaints are everywhere, and happen all the time. The word “complaints” is a bad word, yes — on the surface. But there’s power in customer complaints, just as there’s power in any feedback.

What Every Marketer Needs to Know about Brand Image, Equity, Personality & Archetypes

C3Centricity

Your brand is not what you think it is! It is what your customers think it is; its brand image, personality and its value to them. I was lecturing at Miami University a couple of weeks ago on brand image and personality. These are two vital elements of branding.

Brands 252

[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.

Customer Emotions (Joy, Anger, Sadness, and Fear) Affect Contact Center Interactions

Experience Matters

As you may know, Temkin Group labeled 2016 “The Year of Emotion” in its annual listing of customer experience trends. Because emotion drives loyalty. And yet, despite its significant impact on customer loyalty, organizations do not focus on emotion enough. So to help increase organizations’ awareness of this critical area of customer experience, we […]. Emotion

Activate Your Customer Service Superpowers with Kayako and Zapier

Kayako

Let’s face it: customer support is a superhero role. You make customers happy, remove roadblocks, and save the day when catastrophes arise.

The Art of Resolving Human Need

Michelli Experience

Our friends at Hippo Roller have asked me to mention a campaign to raise funds to purchase 200 Hippo Rollers for Haiti. In case you missed my original blog about the Hippo Roller…you can find it below. By the way, thanks in advance for considering to support this cause….

Is Customer Experience Just About Chasing a Great Score?

MaritzCX

A couple of years ago, on a day I had taken off from work, I took my car to the local dealership for some routine servicing. When I arrived the dealer said they did not have my appointment logged in their calendar and were completely booked for the day. The dealer was very apologetic and.

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.

Why You Aren’t Getting Responses With Survey Monkey

AskNicely

Are you sending surveys with Survey Monkey? Getting a single-digit response rate? Don’t worry, it’s not your fault. Actually, it’s not Survey Monkey’s fault either. A sub-ten-percent response is pretty typical with conventional web-based surveys.

Survey 247

Embedding Customer Centricity: The Customer Experience Jigsaw Puzzle

ijgolding

As someone who spent 17 years working in a corporate environment, I have experienced enough metaphors and analogies to last me a lifetime. Often, the use of both come across as either patronising, irritating, or indeed both!!

5 CX Strategy Killers You Need to Get Over

Experience Investigators by 360Connext

It seems to be human nature to focus on the unnecessary but more attractive/compelling/interesting/entertaining distractions instead of the stalwart/steady/reliable but boring items in our everyday lives. How many moments do we give to social media, Buzzfeed, Candy Crush, etc?