2012

Customer-Obsessed Service

Customers Rock!

Social media has pushed customer service to the forefront for many organizations. Responses are often faster in social media than they are in traditional service channels, since social media makes everything extremely visible.

Do the Republicans and Democrats Have a Customer Experience Problem (Forbes)

Aveus

Aveus Partner, Linda Ireland, recently became a contributing author at Forbes.com with her first post, Do Republicans and Democrats have a customer experience problem? A timely post on Forbes.

Today is National Sound Check Day!!

MaritzCX

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Does Having a Net Promoter Score Really Net You Anything?

CX Chronicle

It seems that NPS or Net Promoter Score is a very popular customer metric to have and to brag about these days, but what does is really mean or what does it tell you that are both useful and action-oriented? First of all, it''s a metric, and a calculated metric at that. As a metric it''s also simply a number. Today''s temperature is a number. The Dow Jones daily average is a number. The latest Olympic achievement involves a number.

Getting to Iconic – How leading brands balance technology and human talent to deliver exceptional CX

The world’s most influential and customer-centric firms lead with technology, but do not let technology lead their customer relationships. Iconic firms – as such firms are labelled – recognize that providing exceptional customer experience is a key driver of increased revenue and brand loyalty. Register now to learn what strategies differentiate an iconic firm from other businesses

More Trending

Even Your Dog Deserves Excellent Customer Service

Pretium Solutions

I sent my husband off to work today with our two St. Bernards, Otis and Rosie. Both stood on the back seat of his little car, one gigantic head sticking out of each back window, on their way to a very personal experience at the groomer – bath, brush and beautification.

Multi-tasking Killed The Radio Star

Annie Tsai

That’s right, it wasn’t video… it was multi-tasking. How many times have you been on a conference call where you had to say “I’m sorry can you repeat the question?” ” I’ll admit, it’s happened to me. It’s not right, but I’ll own up to it. A lot of coworkers at my last company worked remotely, […]. Customer Experience

Social CRM: An Idea Whose Time has Come?

Customers Rock!

Social Media CRM, or Social CRM, is getting a lot of air time these days. But where does it fit? Today’s post is by Laurie Shook. Laurie is a technology marketer creating solutions that help people communicate and collaborate more effectively.

Lithium’s Customer Heroes

Customers Rock!

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.

Customer Experience Food for Thought

Customers Rock!

I want to eat there! As many of you know, I have been doing quite a bit of traveling lately, speaking about my book and sharing the Customers Rock! message all over the world – most recently in Bogota, Colombia!

Measuring the Impact of Social Media

Customers Rock!

This post is part of the Social ROI Blog Carnival at Think Customers: the 1to1 Media blog. Visit the blog carnival post “ Calculating the ROI of Social Media ” to check out the full list of posts from numerous well-known social media thought leaders.

Mystery Shops To Help Build Process Improvements

MaritzCX

I have some homework for you as you plan your summer vacation. I want you to do some mystery shops for me. Try dropping in to various dealerships in and around where you live. Shop different brands, not just your own, and see what happens. It can be incredibly enlightening to see how you.

Brands 164

Using Social Media to Build Relationships

Customers Rock!

A lot of businesses love social media because they feel it helps them spread the word about their organization and what they do. And it does.

Get the Stats- Don’t Become a Tragic Customer Experience Statistic

The results are in: only 2% of customers prefer chatbots. Yet 66% of businesses plan to use a chatbot this year, with the intention to improve customer satisfaction. Are you surprised? If so, you’re not alone. Understanding customer expectations is key to your CX strategy. But technology and consumer preferences change so fast. How well do you really know what your customers want?

Guest Post: Ritz-Carlton Customer Service Secrets

Service Untitled

The Ritz-Carlton Hotel Company is known worldwide for it’s “legendary service.” So much so, Apple uses the luxury hospitality brand as a model for its owner customer support traditions. Part of their success can be credited to one simple mantra – “Radar On – Antenna Up.”

Where Does Customer Experience Management Fit in an Organization?

Customer Input

Customer experience is a multichannel, cross-departmental concern and while every department in the company affects the customer experience, the role of managing it should belong be a new, separate function with leverage across the organization.

Customer service: the cat and mouse game

Very Best Service

Customer service: Do you play cat and mouse with your customers? In all likelihood, when customers contact your customer service team, they will be searching for a straight answer to what is not necessarily an easy question.

How to Create a Customer-Centric Organization

Pretium Solutions

The goal of any professional sports team is always to win the ultimate prize. As many of us saw this past weekend, in American football, the ultimate prize is the Super Bowl. In European football, it’s the World Cup. In baseball, it’s the World Series.

Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

Perspective Counts.

Annie Tsai

A small tweak in perspective can go a long way. A few years ago I found myself in a rut. After catching up with a mentor, I took her advice and started looking at projects as building blocks as opposed to stops a train makes on its way from Point A to Point B. In […]. Customer Experience Management Personal

5 Point Versus 11 Point Scales – Part 2

MaritzCX

In my last post , we looked at the correlation between 5pt and 11pt scales over time. We saw that they were very well aligned in how they changed together. However, an average score is not a complete picture

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Thank You for a Great Year!

MaritzCX

As 2012 draws to a close, we want to thank all of you for another great year. Because of your support, not only did we have strong growth, but Allegiance also gained major customers and key personnel, announced innovative new products and was recognized with many awards

December 21, 2012, End of the World Edition

MaritzCX

So, the Mayans supposedly said that the world is ending on December 21, 2012. Like many of you, I don’t swallow this stuff without a bit of evidence, and I’m delighted to have found a video published by NASA that refutes this.

Video 130

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Video: Reindeer Customer Satisfaction and Santa Support Study Just Released

MaritzCX

Hot off the press – the 2013 RCSASSS determines who is really worthy of leading Santa’s sleigh on Monday night. Enjoy and all of the best for the holidays from your friends at Maritz. Chris @christravell on Twitter

Study 130

Reindeer Customer Satisfaction and Santa Support Study Just Released

MaritzCX

Hot off the press – the 2013 RCSASSS determines who is really worthy of leading Santa’s sleigh on Monday night. Enjoy and all of the best for the holidays from your friends at Maritz. Chris @christravell on Twitter

Study 130

Transactional Surveys Provide Actionable Insight

MaritzCX

Survey 130

How customer service excels during disasters

Service Untitled

With over two million customers without power because of Hurricane Sandy, is it within the realm of possibilities that we can expect customer service to even scratch the surface of what we need or what we want?

Customer Experience Transformation in Telecoms

Transforming CX: Critical success factors mobile operators are looking for.

Using Story to Weave Emotionally Engaging Customer Experiences

Customer Input

Using the power of storytelling, organizations can create not only more seamless cross-departmental interactions, but create more emotionally engaging customer experiences.

Customer service: cutting it short?

Very Best Service

Customer service: Are you Cutting it short? In the field of customer service, the most important factor can be the unwritten contract with the customer.

Sustaining Customer Loyalty: Do You Think You Can?

Pretium Solutions

I am sure you remember the children’s story The Little Engine That Could. The tough little blue engine just doesn’t quit. He sees the hill in front of him, musters the courage to tackle it and begins churning up and up, slowly but surely.

Your Problems Should Never Become Your Customers’ Problems

Annie Tsai

Customer Experience

The Ten Commandments of Customer Service

This cheat sheet covers ten fundamentals of customer service to help your business excel.