The Best Customer Success Resources of 2016

Amity

Editor’s note: This is a living document, and our goal is to update it regularly with the best resources around customer success. The Best Customer Success Resources of 2016. But in order to bring it up a notch, you need to discover some new resources.

Be Resourceful Not Lucky Part II

Kate Nasser

Be resourceful to thrive in change. Actionable steps to be resourceful fr The People Skills Coach™. The post Be Resourceful Not Lucky Part II appeared first on KateNasser.com. It is agility in action & keeps you vital & relevant.

Trending Sources

How Customer Experience (Cx) can be Dramatically Enhanced by Deploying Digital Channels and Digital Resources

Jacada

Most professionals operating in the Customer Experience (Cx) space are typically faced with these four primary challenges: Improve, enhance and optimize the entire Customer Experience. Reduce or mitigate business, brand, product and reputational risk. Improve business, commercial and financial performance. Read More. Jacada Blog

One Of The Best CX Resources Of 2017

Storyminers

This CX Resource also brings crystal clear insights useful to any serious customer experience design practitioner. Customer Experience is making great inroads into business, both in the US and in Europe.

Tips 15

15% Off Journey Mapping and Management Certification Workshop, from Strativity

Registration: www.journeymanagementacademy.com/dallas Take your Journey Mapping skills to the next level with Strativity, the premier resource for journey mapping. Discover how each step in your customer’s journey affects the next, acquire new skills to set the foundation for.

Resources To Prepare For Your CX Certification

Experience Matters

I’m extremely proud to be a Certified Customer Experience Professional (CCXP). One of the reasons is that this certification encourages CX professionals to build and maintain their expertise at a high level, which will raise the overall quality of CX across organizations. So my hope is that more qualified CX professionals will join the ranks of CCXPs. If you’re thinking […]. Customer experience

How To Get Resources For Digital Intelligence

Forrester's Customer Insights

Congrats. You, like digital customer insights pros in many firms, continue to advance your ability to provide insights about your customers' digital behavior. However, you're leaving money on the table.

Resourceful Creative Thinking: JOIN #Peopleskills Chat Jan. 17th

Kate Nasser

One path to resilience is resourceful creative thinking. The post Resourceful Creative Thinking: JOIN #Peopleskills Chat Jan. JOIN The People Skills Coach™ in people skills global Twitter chat Jan. 17th 10amET/3pmGMT on how to do it better.

The ideal Chief Advocacy Officer: Balancing experience, credibility, resourcefulness and perseverance

Bain

Few decisions are as vital to a Net Promoter effort as choosing the person who runs it day to day. Bring in an arrogant, detached executive with limited ability to relate to front-line employees or one with flimsy experience but major entitlement, and the effort will be doomed.

What Percentage of Your Resources Should You Invest in Marketing

LiveChat

The post What Percentage of Your Resources Should You Invest in Marketing appeared first on LiveChat. Barnum, the founder of Barnum & Bailey Circus , once said: “Without promotion something terrible happens. Nothing.” Any small business can learn from what P.T.

2017: The Year Of The Journey

Kerry Bodine

We need to organize our people, our resources, and our work around journeys. Be honest—if you’re not willing to devote full-time resources to this, you’re not serious about improving your customer experience.) FREE Resources The Customer Journey

The promising future of CX hiring

Customer Bliss

CCO Role CCO job description cx trends firing hiring hiring employees HR human resources job trendsI came across this article on Yahoo Finance a few days ago. It’s from PR Newswire and the title is “How Many Customer Experience Professionals Will Survive 2017?”

NPS 96

Free CX Resource for CXPA Members

Heart of the Customer

The post Free CX Resource for CXPA Members appeared first on Heart of the Customer. For those looking for a little advice, the CXPA has an offering for you: Ask the CX Experts. The CXPA has a panel of experts (including yours truly) who can answer members’ questions on how to get started. Typical questions involve the proper approach towards measuring a specific customer interaction, how to best build the case for a CX program, etc.

The 2017 Customer Experience Outlook

Kerry Bodine

FREE Resources Kerry Bodine & Co. I’m thrilled to announce the publication of our latest FREE eBook: The 2017 Customer Experience Outlook.

Half of all journeys maps fail to drive change. Don’t be a statistic.

Heart of the Customer

Customer Experience Customer Journey Map ResourcesCustomer journey maps are a customer experience (CX) leader’s best friend. Done well, a journey mapping initiative aligns your teams around a shared vision to an improved customer experience.

5 Ways To Master your Customer Experience Role

360Connext

We’ve listed several of them on our Customer Experience Resources page, along with some downloads and other free resources to help you. This community of CX pros from around the globe provides tons of resources, educational opportunities, conferences, and more.

Are CX firings on the rise?

Customer Bliss

CCO Role CCO job description cx trends firing hiring hiring employees HR human resources job trendsI came across this article on Yahoo Finance a few days ago. It’s from PR Newswire and the title is “How Many Customer Experience Professionals Will Survive 2017?”

NPS 39

Building a customer room at Prudential – an interview with Jason Kapel

Heart of the Customer

Culture Customer Experience Interviews Minneapolis CX ResourcesA customer room is a fantastic way to communicate just what it’s like to be your customer. Jason Kapel of Prudential discussed their customer room at a CXPA meeting, and I asked him to share his experience with our readers. How did you come up with the idea of a customer room? I wanted to […].

Top 10 Best Guides for Digital Customer Experience Experts

mopinion

Default Blog digital customer experience research-insights resourcesBrought on by sharply heightened customer expectations and the rapid growth of digital channels and touchpoints, digital customer experience (CX) is exponentially shaping the strategy of many businesses today.

30 Great Customer Experience Quotes - Frank Reactions

Tema Frank

Blog Customer Service / Customer Experience Interview Highlights #cx business strategy customer experience customer service hr human resources quotesIt has been another great year of interviewing inspiring experts on customer experience, online marketing, social media and business strategy on the Frank Online Marketing Show.

Want Your Staff To Care About Customer Service? Care About Your Staff - Frank Reactions

Tema Frank

Staff Satisfaction is Key To Customer Satisfaction You might think that Human Resources is getting kind of far from this blog’s original focus on online marketing strategy. Blog Book: PeopleShock Canada Customer Service / Customer Experience Frank Reactions Podcast Shows Strategies blog business business strategy culture customer service Edmonton hr human resources marketing small business staff turnover values

“I’m new to CX – what do I do?” Seven Steps for the New CX Leader 

Heart of the Customer

Customer Experience CX vision ResourcesOne of the pleasures of my role is that I get to meet people new to customer experience (CX).

10 Steps To Improving Staff Morale, Quality & Profits - Frank Reactions

Tema Frank

Human Resources Vice President, Marcie Kiziak, got a chance to test out her HR theories on how to improve staff morale and turn around a dysfunctional workplace. B2B Canada Frank Reactions Podcast Process Shows Strategies hr human resources leadership staff moraleShe was thrown into an industrial coatings company as an interim Operations VP … Continue Reading → The post 10 Steps To Improving Staff Morale, Quality & Profits appeared first on Frank Reactions.

Are you SURE you’re Hiring the Right person?

360Connext

Blog Customer Engagement Customer Experience Featured culture hiring HR Human Resources leadershipEmployee engagement is a key driver in delivering great customer experiences. Without a dedicated and engaged workforce, customer complaints increase, loyalty decreases, and the company is less successful. And while it’s of course critically important to keep employees engaged and enthused about their work, it starts with who they are. Toxic people come in many forms, […].

How Cirque Du Soleil & Diamond Resorts Manage Customer Experience Challenges - Frank Reactions

Tema Frank

Book: PeopleShock Customer Service / Customer Experience Frank Reactions Podcast Marketing Research Sales Shows Social Media Strategies Cirque du Soleil Diamond Resorts hr human resources Lou D'Angeli marketing Patrick Duffy staffAs I listened to Lou D’Angeli, Cirque du Soleil‘s Director of Marketing, Public Relations and Sales, talk at the recent Customer Experience Strategies Summit, two memories came to mind.

Give The Gift of Caring To Your Staff … - Frank Reactions

Tema Frank

B2B Blog Blog @fr Book: PeopleShock Customer Service / Customer Experience Frank Reactions Podcast Marketing Research Process Shows dream dream manager hr human resources jancoa mary miller quality respect staff… And They’ll Give The Gift of Service To Your Customers “Nobody dreams of being a janitor,” says Mary Miller, the CEO of the highly successful janitoral services company, Jancoa.

Guest Post – Leading Innovative Service, by Chip Bell

Dennis Snow

Commentary Guest Blogger Recommended Resources chip bell customer service kaleidoscope tips for better serviceCustomer service and business expert Chip Bell has long been an influence on my work. His many books and articles reflect a true understanding of what makes businesses and their customers tick. And I’m fortunate that we have become friends. I’m thrilled that he has a new book coming out February 14 – Kaleidoscope: Delivering Innovative […].

Tips 16

How does customer experience pay? Check out your portfolio

Heart of the Customer

Customer Experience Resources You would think that the return on customer experience is obvious. A better customer experience improves loyalty, and loyalty means you can spend more time serving customers than chasing new ones, resulting in cost savings.

Contamination Alert! How to Purify a Toxic Workplace Culture

360Connext

Human resources, now inundated with complaints and issues, doesn’t see things changing, either. Blog Customer Experience customer service Featured company culture HR Human Resources leadership linkedin Workplace CultureEver walk in on a couple who is in the middle of a fight?

Tackling Resource Gaps in Marketing Technology Skills

Think Customers

Unless you've been living under a rock, it's pretty obvious that marketing has become incredibly technology-focused. Instead of sending out batch and blast emails and conducting other random acts of marketing, marketers are increasingly exploiting the value of data-driven decision making to deliver more personalized communications and engage more effectively with customers.

How Customer Experience (Cx) can be Dramatically Enhanced by Deploying Digital Channels and Digital Resources

Jacada

Most professionals operating in the Customer Experience (Cx) space are typically faced with these four primary challenges: Improve, enhance and optimize the entire Customer Experience. Reduce or mitigate business, brand, product and reputational risk. Improve business, commercial and financial performance. Read More. Jacada Blog

Think You Have Problem Employees? The Problem May Be Processes. - Frank Reactions

Tema Frank

B2B Blog Book: PeopleShock Customer Service / Customer Experience Frank Reactions Podcast Process Shows Strategies Attiyah blog book business business strategy customer service employees empowerment entrepreneur Fearless Front Line human resources interview management managers marketing Ray staff strategy

Join the webinar: Weathering the storm of crisis communications

Kayako

Resources crisis delivering bad news webinarThe founders of Sorry ™ will be joining us on November 11 to present a webinar on how to prepare your company to weather a storm of customer complaints.

A Cure for the Overloaded Workforce: Capacity Planning - Frank Reactions

Tema Frank

You wouldn’t expect a book called the Resource Management And Capacity Planning Handbook to be high on the reading list of someone interested in customer experience improvement. Customer Service / Customer Experience Frank Reactions Podcast Process Shows capacity planning human resource planning Jerry Manas PPM priorities project management resource management resource planning

As More Gets Automated, Is There Still A Role For People In Businesses? - Frank Reactions

Tema Frank

Blog Book: PeopleShock Customer Service / Customer Experience Retail Technology automation human resources people robots staff taylorMy first job, when I was 15, was helping out at a clothing store during a deep discount sale. I loved the idea of earning some money, but was less keen on having to stand in high heels for 8 … Continue Reading → The post As More Gets Automated, Is There Still A Role For People In Businesses? appeared first on Frank Reactions.

Customer Effort Score 2 – Is it easy?

Heart of the Customer

Customer Effort Customer Journey Map Resources Voice of the Customer Effort is the bane of your customer experience. Or, as I like to say, “ Thinking is bad.” ” But is customer effort the right measurement to use? First, an overview.

Guest Post: The Relationship Between Cloud ERP and Big Data

Natalie Petouhof

Enterprise resource planning (ERP) within the cloud is the engine utilizing data produced on the plant floor to power manufacturers. Big Data Cloud Computing Technology The Cloud cloud cloud ERP consumer Customer Enterprise resource planning Manufacturer technology

Back Office Workforce Management: The Second Wave

Verint

Enterprise Workforce Optimization Back-Office Operations Contact Centers Workforce Management Workforce Optimization Customer Service Customer Experience customer engagement optimization Schedule Flexibility Call Centers Enterprise Workforce Management resource sharing

It’s time to get journey maps right

Heart of the Customer

Customer Experience Customer Journey Map Resources This is a journey map rant. It’s time we stopped calling employee workshops, Post-It Notes charts and PowerPoint and Visio documents customer journey maps. And we need to realize that design matters.