November, 2017

7 Pillars of a Strong Culture

CX Journey

Image courtesy of Pixabay Culture is best defined as "values plus behavior" and is often described as "how employees act when no one is looking." Culture is such an important part of your business. It's really the foundation of the organization.

The Emotional Foundation of Every Customer Experience


Here’s the scene: Orlando, FL, where it is currently 85 degrees Fahrenheit with 100% humidity – and that’s INSIDE the airport. My family of 7 (three kids, ages 3, 9 and 10, my two parents, my husband and myself), are en route back home after a wonderful Disney vacation that had a hiccup or two.

Trending Sources

How To Lose 680k Fans In 4 Paragraphs: Customer Experience Lessons from EA’s Star Wars Battlefront 2 Disaster


This week, EA made a splash on Reddit by posting what would become the least popular comment in the site’s history —with over 680,000 users downvoting EA’s reply to a Reddit thread about the role of microtransactions in the upcoming video game Star Wars Battlefront 2.

Top 5 Benefits of Unifying and Automating an Agents Desktop


Today, companies are increasingly adopting new strategies to improve the customer experience and profitability while lowering operational costs.

Customer Experience Transformation in Telecoms

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

More Trending

Sampling in Modern CX Programs: Not Dead Yet?


When setting up customer experience (CX) programs our clients often ask, “How big of a sample do we need to get representative data”? Like all good researchers our answer is usually, “It depends”. While technically true, that answer is not always helpful.

Data 57

10+ Must Have Customer Service Skills to Look for in a Live Chat Agent


So, it’s time for you to assemble your live chat dream team. You want your live chat customer service experience to be top notch, so it’s no wonder you want the best and the brightest for the job. But how do you know who is going to be a good match for your team?

Which Industries are Already Benefiting the Most from Robotic Process Automation


Charging More for a Better Customer Service Experience


It’s almost a given that every company has some form of a customer service department. Even the smallest companies – with just one solo entrepreneur – will act as if they have a customer service department. Why do people reach out to the customer service department?

5 Tips for Hiring a Great Customer Support Team

Customer support is the most important job in your company, so it pays to hire right

A Talk About Customer Engagement With Two Maids & A Mop CEO Ron Holt


The way in which a consumer engages with your brand will determine your company’s success.

How Negative Customer Feedback is Good for Your Business (No, Really!)

Happy or Not

Criticism or negative feedback isn’t the nicest thing to deal with in a business, right? Of course not, but the good thing about it, is that it can be turned into opportunities to improve your business processes and make your customers happier! Let’s discuss.

Talk to the Hand: New Approaches in Web Survey Design


June 29, 2007 changed the CX industry. Any guess as to the product introduced a little over 10 years ago that has had a profound impact on not only the research industry, but human behavior overall? If you need a hint, there is a good chance it may have woken you up this morning. View Article

How to challenge terms & conditions (even those you’ve agreed)

Helen Dewdney

The One Show today covers Terms and Conditions. Who reads them? Would you follow them if told? There are pages and pages of small print. How many of us tick the box that says “Agree to terms and conditions”, only to fall foul later when we need to complain?

The Ten Commandments of Customer Service

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

10 Customer Service Skills that Every Customer Service Representative Must Have


When it comes to providing the best customer service, there are certain skills that everyone staffing your contact center should possess. The following may seem basic for many but it is surprising to me how many times these basic skills are overlooked.

Putting customers at the heart of strategy: Q&A with Vision Critical Chief Customer Officer Kelly Hall 

Vision Critical

The role of chief content officer is becoming increasingly important as organizations seek to unify goals, deliver valued customer experiences and accelerate change. But putting customers at the forefront of strategic decision-making isn’t always easy.

We Have a Crisis in Leadership

CX Journey

Image courtesy of Pixabay Why is employee engagement at an all-time low? Why is turnover as high as it is? Why are employees constantly looking for better opportunities?

5 reasons why CX should focus on the B2B Pre-Sales Journey

Heart of the Customer

In the Harvard Business Review article, “The New Sales Imperative,” the CEB reports that in just the last two years the average number of people involved in a B2B purchasing decision has increased from 5.4 two years ago to 6.8 today.

How to Build Great Customer Journeys

Make Each Touchpoint a Meaningful Experience

How REST Revitalised its Voice of Customer Program


From the blog: CMO from IDG, DOCUMENT STRATEGY Greater choice in the superannuation sector means customers are expecting more than just low management fees and high return, they’re expecting a superior experience.

How to Meet Changing Customer Expectations

Brad Cleveland

Call Center Contact Center Customer Experience Customer Relationships Customer Service Videos Brad Cleveland customer expectations customer experience customer relationships

Customer Experience Handoff Silos are the Heart of Success


Customer Experience Handoff Silos are the Heart of Success Lynn Hunsaker. One of the most profound discoveries from customer experience journey mapping is interdependencies across data, systems, channels, processes and people. Customers experience our companies horizontally.

Doing More with Less, Customer Service Automation


The verdict came by email. Martha Mitchell learned that her request for 10 customer service agents was denied. All managers were expected to “Do more with less”. As director of customer experience, Martha was responsible for the contact center of 300 agents and a product support team of 20.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

Don’t Try This at Work: 15 Social Media Mistakes and Bad Customer Service Examples to Avoid at All Costs



Average Talk Time: The Little Metric with Big Insights


Average talk time (ATT) is often a neglected little contact center metric. Overshadowed by its bigger, louder counterpart, Average handle time (AHT), it often stays in the background, waiting for someone to notice it and realize its potential.

Do You Need to be Assertive to Provide Great Customer Service?

Steve DiGioia

…here’s 7 ways to get you started This original article was written by Steve DiGioia. You still haven’t learned how to speak up, huh? Maybe you’re just afraid of confrontation? I know, you don’t want to offend anyone, right?

How to make your organization truly customer centric


Date: Wednesday, November 8, 2017 How to make your organization truly customer centric. Published on: November 08, 2017. Author: Olivier Njamfa We all know that today it’s vital to put customers at the heart of your business.

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.

The Winning Formula for Mobile Workforce Management


Ultimately, growth in any organization depends upon customers purchasing from you time and again. Delighting customers is, therefore, the cornerstone of any successful growth strategy.

Customers want Low-Friction Channels Like Automated Chat


More and more customers are choosing to use low friction channels as their point of contact for customer service. Chat, which includes automated chatbots and interfaces to chat with live agents, is perhaps the most suitable of all such channels. Read More. Jacada Blog

CX Journey™ Musings: Culture - The Soul of the Organization

CX Journey

Image courtesy of Pixabay In business, your culture is the soul of the organization. The soul is the essence or the moral force of a person, their emotional or intellectual energy. It's the the part of you that consists of your mind, character, thoughts, beliefs, and feelings.

Companies ignore the post-purchase experience at their peril

Vision Critical

The post-purchase experience is mediocre at best for most consumers, and it’s a missed opportunity for your brand.

5 Customer Satisfaction Templates You Can Use Right Away

Begin or improve your customer satisfaction program with these 5 ready to use templates.