Image courtesy of Pixabay I originally wrote today's post for Clicktools. It was published on their blog on September 28, 2016. In this first part of a two-part series, I'll outline some important ways to ensure that your company is putting the customer at the center of all it does. MORE
At first glance, attrition seems like a chink in the armor for contact centers. Across every industry, the fact that people leave their jobs and move on is a basic truth, but in the contact center, the attrition metric receives quite of a bit of negative attention. MORE
Let’s be honest with ourselves. We take customer experience way too seriously sometimes. We get wrapped up with the stress of building and designing the perfect program in hopes to get straight A’s or a 4.0 from our customers. MORE
How inContact “Walks the CX Talk”. inContact believes that the customer experience (CX) and the customer’s satisfaction are critical to the long-term success of our business. MORE
For the better part of a decade, I’ve had courtside seats to the evolution of two interrelated disciplines: customer experience and service design. From my vantage point as a both a designer and industry analyst, I’ve seen the potential for these fields to complement, learn, and benefit from each other. A Natural Partnership. The two fields’ respective objectives are, in my mind, the cornerstone of this seemingly natural partnership. MORE
Image courtesy of Pixabay What can I do to advance my career in - or to get started in - the customer experience profession? I'm asked about this on a regular - quite frankly, almost weekly - basis. MORE
The ability to deliver trust-based customer experiences is one of the biggest challenges facing providers, brands, and organizations in insurance. According to IBM , only 43 percent of consumers trust the insurance industry. MORE
Episode overview. Jackie McAtee, Vice President of Marketing and Customer Experience for Mayfair Medical Imaging, and I discuss her path from hospitality and marketing to her hybrid role of both marketing and customer experience. MORE
Being a good son-in-law, I have taken on the responsibility of finding my mother-in-law a new car. Her lease expires soon and I have been dedicated to getting her the best deal possible—but on a car that is safe for her and for my kids (which she is frequently carting around to go shopping, go. MORE
40 
Where should you start your journey mapping efforts? If you don’t know the answer, you’re not alone. Many aspiring journey mappers feel overwhelmed because they believe that they need to map every single interaction that their customers could possibly have with their organization—a daunting task, indeed! I can’t say you should never map the full end-to-end journey (one that’s basically aligned with the complete customer lifecycle). MORE
I wanted to take a second to talk about collaboration within CCO work. MORE
The dinner party was super important because of the particular guests invited. It was one-fifth entertainment, one-fifth showcase, and at least five-fifths big-deal sales opportunity! MORE
In a recent post, I tackled the common question of which journey(s) an organization should map. But equally important is the question of which persona should be associated with that map. Before I go any further, let me make this point clear: EVERY JOURNEY MAP NEEDS AN ASSOCIATED PERSONA. Why is this? MORE
It would appear that many airlines like to make it difficult for passengers to claim for compensation and redress for delayed or cancelled flights. Then there are the companies which say they can do the work for you but take a hefty commission. MORE
Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. As marketers and CX professionals, we care a lot about what our customers think. No opinion matters more than theirs. So, we often ask them for it. What did you think about this? MORE
Episode Overview. Brad Olson talks with me about his work to velocitize the member experience at Peloton, and creating a movement and a beloved brand. MORE
One of the biggest mistakes when measuring customer experience is focusing on what your team is doing instead of what your customers are experiencing. MORE
Depth of Insight + Breadth of Influence = Speed of Success Register Now – June 22, 2017 Based on the 2016 CXEvolution Survey by MaritzCX, only thirty-eight percent of customer service (CX) professionals say their programs are successful. MORE
Seems obvious, right? It’s hard to have customers if you don’t have sales. But what happens after the sale? What happens when you are trying to establish relationships with prospects but don’t know what will hurt the relationship later? MORE
When Nike hired its first chief digital officer just over a year ago, it wasn’t just to lead a couple of projects. Reporting to the president, the CDO took charge of all products and services across Nike.com, Nike+ as well the brand’s other digital platforms. MORE
I want to bring up an interesting example of customer experience innovation that has been discussed (but not directly) in recent weeks. It’s a little bit nuanced, so bear with me. MORE
Employee engagement is well accepted as a Key Performance Indicator of thriving organizations. But while engagement has been regularly measured for decades, engagement levels have largely remained unchanged. Gallup, who tracks U.S. MORE
A few years ago, one of my best friends bought me a poster. It arrived in a large envelope, folded up into quarters. As I pulled it out, I could see that one side was blank white and, as my fingertips soon discovered, the other side was covered in a thick carbon film. MORE
There’s a new report out called “The Evolution To Real-Time Customer Experience,” which is a joint production of Forrester Research (consulting firm) and DataStax. There’s also a summary of the report here. What can we learn? MORE
Over the past few years, all hands support has been touted as the pinnacle of cross-company customer service collaboration. And yet, it’s still undervalued as a tool for minimizing barriers between businesses and their customers. But all hands support has its issues too. MORE
It’s no secret that smart businesses are prioritizing customer needs above all else, and putting the customer first is imperative for them to compete. MORE
I recently received this question from a reader in the UK: Which is more effective, creating journey maps based on actual customer stories or creating journey maps based on stories created (imagined) by employees? That’s a great question. MORE
Customer experience looked very different in the early 1900s than today. At that time, customers were just beginning to experience the option to return items, for example. This type of experience was unique and part of a new type of consumer culture. MORE
Whether you’ve worked in support for a month, or a decade, you will have run into an angry customer. Maybe they’re angry because of something you did or something out of your control. But why they are angry doesn’t matter; it’s up to you to fix it. MORE
Reducing customer effort is a high priority for support teams. As customers we all know the frustration of getting lost in endless email chains, chats, or phone support to resolve a simple issue, or so we thought. If you want to irritate your customers give them a high effort experience. MORE
MaritzCX
JUNE 20, 2017
Depth of Insight + Breadth of Influence = Speed of Success Register Now – June 22, 2017 Based on the 2016 CXEvolution Survey by MaritzCX, only thirty-eight percent of customer service (CX) professionals say their programs are successful.
Kerry Bodine
JUNE 18, 2017
I recently received this question from a reader in the UK: Which is more effective, creating journey maps based on actual customer stories or creating journey maps based on stories created (imagined) by employees? That’s a great question.
Customer Bliss
JUNE 6, 2017
Episode Overview. Brad Olson talks with me about his work to velocitize the member experience at Peloton, and creating a movement and a beloved brand.
ReviewTrackers
JUNE 7, 2017
Customer experience looked very different in the early 1900s than today. At that time, customers were just beginning to experience the option to return items, for example. This type of experience was unique and part of a new type of consumer culture.
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Customer support is the most important job in your company, so it pays to hire right
Kerry Bodine
JUNE 11, 2017
For the better part of a decade, I’ve had courtside seats to the evolution of two interrelated disciplines: customer experience and service design. From my vantage point as a both a designer and industry analyst, I’ve seen the potential for these fields to complement, learn, and benefit from each other. A Natural Partnership. The two fields’ respective objectives are, in my mind, the cornerstone of this seemingly natural partnership.
Customer Bliss
JUNE 1, 2017
There’s a new report out called “The Evolution To Real-Time Customer Experience,” which is a joint production of Forrester Research (consulting firm) and DataStax. There’s also a summary of the report here. What can we learn?
Wired and Dangerous
JUNE 5, 2017
The dinner party was super important because of the particular guests invited. It was one-fifth entertainment, one-fifth showcase, and at least five-fifths big-deal sales opportunity!
MaritzCX
JUNE 8, 2017
Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. As marketers and CX professionals, we care a lot about what our customers think. No opinion matters more than theirs. So, we often ask them for it. What did you think about this?
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This cheat sheet covers ten fundamentals of customer service to help your business excel.
Kayako
JUNE 15, 2017
Reducing customer effort is a high priority for support teams. As customers we all know the frustration of getting lost in endless email chains, chats, or phone support to resolve a simple issue, or so we thought. If you want to irritate your customers give them a high effort experience.
Vision Critical
JUNE 5, 2017
When Nike hired its first chief digital officer just over a year ago, it wasn’t just to lead a couple of projects. Reporting to the president, the CDO took charge of all products and services across Nike.com, Nike+ as well the brand’s other digital platforms.
Kerry Bodine
JUNE 21, 2017
A few years ago, one of my best friends bought me a poster. It arrived in a large envelope, folded up into quarters. As I pulled it out, I could see that one side was blank white and, as my fingertips soon discovered, the other side was covered in a thick carbon film.
Customer Bliss
JUNE 22, 2017
I want to bring up an interesting example of customer experience innovation that has been discussed (but not directly) in recent weeks. It’s a little bit nuanced, so bear with me.
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Learn how to build, maintain, and sustain an effective results-driven VoC program.
CX Journey
JUNE 20, 2017
Image courtesy of Pixabay I originally wrote today's post for Clicktools. It was published on their blog on September 28, 2016. In this first part of a two-part series, I'll outline some important ways to ensure that your company is putting the customer at the center of all it does.
MaritzCX
JUNE 5, 2017
Employee engagement is well accepted as a Key Performance Indicator of thriving organizations. But while engagement has been regularly measured for decades, engagement levels have largely remained unchanged. Gallup, who tracks U.S.
Kayako
JUNE 1, 2017
Over the past few years, all hands support has been touted as the pinnacle of cross-company customer service collaboration. And yet, it’s still undervalued as a tool for minimizing barriers between businesses and their customers. But all hands support has its issues too.
BlueOcean
JUNE 6, 2017
At first glance, attrition seems like a chink in the armor for contact centers. Across every industry, the fact that people leave their jobs and move on is a basic truth, but in the contact center, the attrition metric receives quite of a bit of negative attention.
Kerry Bodine
JUNE 13, 2017
In a recent post, I tackled the common question of which journey(s) an organization should map. But equally important is the question of which persona should be associated with that map. Before I go any further, let me make this point clear: EVERY JOURNEY MAP NEEDS AN ASSOCIATED PERSONA. Why is this?
Customer Bliss
JUNE 20, 2017
Episode overview. Jackie McAtee, Vice President of Marketing and Customer Experience for Mayfair Medical Imaging, and I discuss her path from hospitality and marketing to her hybrid role of both marketing and customer experience.
CX Journey
JUNE 14, 2017
Image courtesy of Pixabay What can I do to advance my career in - or to get started in - the customer experience profession? I'm asked about this on a regular - quite frankly, almost weekly - basis.
Helen Dewdney
JUNE 12, 2017
It would appear that many airlines like to make it difficult for passengers to claim for compensation and redress for delayed or cancelled flights. Then there are the companies which say they can do the work for you but take a hefty commission.
Advertisement
Tactics for Boosting Engagement and Brand Affinity.
MaritzCX
JUNE 1, 2017
Let’s be honest with ourselves. We take customer experience way too seriously sometimes. We get wrapped up with the stress of building and designing the perfect program in hopes to get straight A’s or a 4.0 from our customers.
ReviewTrackers
JUNE 2, 2017
The ability to deliver trust-based customer experiences is one of the biggest challenges facing providers, brands, and organizations in insurance. According to IBM , only 43 percent of consumers trust the insurance industry.
Kerry Bodine
JUNE 1, 2017
Where should you start your journey mapping efforts? If you don’t know the answer, you’re not alone. Many aspiring journey mappers feel overwhelmed because they believe that they need to map every single interaction that their customers could possibly have with their organization—a daunting task, indeed! I can’t say you should never map the full end-to-end journey (one that’s basically aligned with the complete customer lifecycle).
Customer Bliss
JUNE 15, 2017
I wanted to take a second to talk about collaboration within CCO work.
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Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.
Kayako
JUNE 22, 2017
Whether you’ve worked in support for a month, or a decade, you will have run into an angry customer. Maybe they’re angry because of something you did or something out of your control. But why they are angry doesn’t matter; it’s up to you to fix it.
inContact
JUNE 6, 2017
How inContact “Walks the CX Talk”. inContact believes that the customer experience (CX) and the customer’s satisfaction are critical to the long-term success of our business.
MaritzCX
JUNE 13, 2017
Being a good son-in-law, I have taken on the responsibility of finding my mother-in-law a new car. Her lease expires soon and I have been dedicated to getting her the best deal possible—but on a car that is safe for her and for my kids (which she is frequently carting around to go shopping, go.
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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.
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