5 CX Strategy Killers You Need to Get Over
JANUARY 14, 2016
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?
A surefire concept for overcoming negativity in the workplace
APRIL 28, 2016
Negativity in the workplace is brutal. I’m not even talking about the normal culprits like gossip or ineffective managers confusing ‘accountability’ and ‘scaring their employees.’
6 Customer Service Facts for Every Business
FEBRUARY 2, 2016
you won't be successful without them. This original article was written by Steve DiGioia. The world of business is fraught with a myriad of theories, quotes and snippets of information all designed to help wide-eyed junior entrepreneurs become successful.
20 Customer Service Training Ideas and Activities for Busy Teams
JUNE 16, 2016
Whether you’re planning a training course or using external courses, it’s important to take a break and have some fun in order to keep your team members engaged.
How to Build Great Customer Journeys
Make Each Touchpoint a Meaningful Experience
Corporate Culture and the Customer Experience: A Delicate Balance
SEPTEMBER 12, 2016
Though the idea of culture has been around for centuries, it is only in recent decades that corporations have begun to speak of the notion of corporate culture. Probably the best way to define corporate culture is as the deepest thoughts and beliefs a company holds about itself.
Is Your Customer Experience the Stuff That Legends are Made Of?
MARCH 1, 2016
Image courtesy of AnitaBurke1 Is your customer experience legendary? Do companies even know what it means to deliver "legendary customer service?" I've been dealing with a provider for the last three and a half months that claims to deliver "legendary customer service."
Innovative Service: Emotional Connections for Great Experience
Wired and Dangerous
OCTOBER 10, 2016
76% of wired and dangerous customers today say they view customer service as the true test of how much a company values them. 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.
The Customer Experience Hokey Cokey! Why do companies find it so hard to commit to CX?
NOVEMBER 29, 2016
As a child growing up, no birthday party was complete without a rousing rendition of the Hokey Cokey. Also known as the ‘Hokey Pokey’ in some parts of the world, according to Wikipedia, it originates in a British folk dance, with variants attested as early as 1826.
5 Things You Can Do to Make Your Customer Experience Stickier
Tactics for Boosting Engagement and Brand Affinity.
10 Steps To Mapping Your Current Customer Journey
OCTOBER 14, 2016
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.
Multichannel Support Will Burn Out your Customer Support Team in 2016
FEBRUARY 3, 2016
Managing time and workload will be the biggest challenge that customer support professionals face in 2016. With the rise of multichannel support, there’s a risk that support professionals will burn out if they don’t take steps to manage their workload more effectively.
Voice of the customer: Your 4-point action plan
SEPTEMBER 22, 2016
Customer experience work has been evolving for years, and it’s now on the radar of more execs than ever before. As such, you have a lot of thought leaders out there up-selling voice of the customer plans.
They’re Watching You…Are You Ready?
JANUARY 4, 2016
and they're watching your employees too! This original article was written by Steve DiGioia. Sitting on that park bench on Sunday afternoon, what are you doing? Reading a book, feeding the birds, eating lunch, talking with a friend or loved one? Or maybe you’re just “people-watching”.
How Does Customer Experience Impact Angry Customers?
Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.
10 Warning Signs That Your Customer Service Sucks
AUGUST 24, 2016
We all want our customers to be happy with our products and services.
4 storytelling devices to enhance your research reports and presentations
JUNE 3, 2016
The days of data tables, 100-slide presentations and 300-page reports are done. Today, storytelling is the key to communicating research findings in ways that create impact.
The Subtle Differences Between Customer Support and Customer Service
DECEMBER 22, 2016
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!
Are you serving your customers or smothering them?
SEPTEMBER 20, 2016
The customer/company relationship is just that, a relationship. It’s one that is difficult to maintain and carries high expectations. On one hand, customers want to feel that they have a close, unique, real relationship with your brand.
Are Your Technology Decisions Killing Your Customer Experience?
Read this eBook to learn how your database technology decisions can affect your ability to deliver either a transformational customer experience or a lackluster, dissatisfying encounter that benefits your competitors, not your bottom line.
Say Goodbye to Marketing & Brand Building, Say Hello to Consumer Centricity
MAY 22, 2016
Marketing is an old profession. It’s been around for hundreds of years in one form or another. If you’d like to see more about its complete history, then I highly recommend this Hubspot infographic.
Creating Employee Experiences That Drive Customer Delight
MARCH 17, 2016
Image courtesy of mdennes Today I'm pleased to share a guest post by Maansi Sanghi of CloudCherry. Discover the importance of employee engagement and happiness in driving customer delight. Achieving customer delight is paramount to the success of a business.
14 Critical Call Center Metrics You Should be Tracking
MARCH 10, 2016
As a contact center manager, you’ve got a lot of metrics to choose from as your key performance indicators (KPIs). In this blog, we help narrow down this long list to help you focus on the metrics that, when improved upon, will really help your contact center thrive.
When Customer Expectations Are Unreasonable, Meet Them Anyway
Who's Your Gladys?
SEPTEMBER 6, 2016
It takes self-control to handle a customer with over-the-top expectations. Regardless of the type of business you’re in, there’s much to learn from Edie, the group event coordinator at Bahama Breeze Island Grille Restaurant.
5 Customer Satisfaction Templates You Can Use Right Away
Begin or improve your customer satisfaction program with these 5 ready to use templates.
7 Things Your Customers Wish You Knew About Them
JANUARY 27, 2016
Heads up …when it comes to customer service, certain (painful) truths are universal. Customer service is such an important part in keeping people coming back to your business, and the specifics of your product or service don’t really matter.
3 Leading Companies’ Method for Listening to Customers
MARCH 30, 2016
In order to understand how customer-focused companies design processes for listening to customers, we need to start by thinking about the three types of listening: Unaided or volunteer listening. Aided listening. Experiential listening.
What’s The Difference Between a Customer and a Guest?
FEBRUARY 22, 2016
there IS a difference? This original article was written by Steve DiGioia. How do you treat the people that enter your place of business? What do you hope to gain from them? Are you more interested in providing value or to just fatten your wallet?
15 Top Customer Service Training Courses for Your Agents (Half Are Free)
JUNE 30, 2016
Time and time again, we see evidence that great customer service experiences are critical in maintaining customer loyalty and satisfaction.
Customer Experience Strategy: How to Measure the Immeasurable
Take a second to reflect on the brands you love. How do you go about creating an awesome customer experience strategy that works for your own customers?
These 3 obsolete market research practices are on their way out
JUNE 22, 2016
Ray Poynter, director of Vision Critical University, is no stranger to the Customer Intelligence Summit. One of the top influencers in market research , Poynter has delivered some of the most popular and most provocative presentations at the past Summits.
Your Customer Service Team Can Win or Lose you Business
JULY 7, 2016
When you call in to speak with the customer service team of a cable company to cancel your contract, you might expect some hiccups, but overall would expect it to be relatively easy.
Is silo mentality hurting your customer experience?
SEPTEMBER 5, 2016
Silos may be a great way to store grain, but if you apply this idea to the organization of people, it can damage customer experience. From departments to regional offices to different communication channels, silos are an unavoidable part of business structure.