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 339

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.

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.

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.

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

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

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.

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!

7 Guaranteed Ways to Lose a Customer

Steve DiGioia

because my loyalty does have limits This original article was written by Steve DiGioia. You failed them again. Be honest – face the facts! You worked hard for years to build a loyal customer base and now look at you. Your customers are leaving in droves. What happened?

Innovative Service: Emotional Connections for Great Experience

Wired and Dangerous

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 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.

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.

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

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.

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.

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

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

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 259

11 Industry Experts Discuss “What’s More Important: Customer First or Profit First?”

Steve DiGioia

This original article was written by Steve DiGioia. Businesses across the land champion their great service and the positive experience given to their throngs of loyal customers. They tout the benefits of their product and how they tend to the specific needs, wants and desires of their customers.

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.

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.

Why Customer Development Is Crucial to Every Businesses Success

Kayako

Customer engagement and feedback are powerful tools for every company—but many startups see them as an afterthought, focusing all of their energies on selling more products and gaining more users. But what these companies are missing is that customers are their best advocates.

eBook 297

Legacy Schmegacy – What Will You Be Known For? {Infographic)

Michelli Experience

Business Customer Advocacy Customer Engagement Customer Experience customer loyalty Customer Service Employee Engagement General Human Performance Joseph Michelli Leadership Keynote Leadership Leadership Development legacy Michelli Experience The Michelli Experience

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.

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.