May, 2018

Never, Never, Never Give Up: How to Succeed When All Around You are Failing

C3Centricity

I heard a famous quote this morning from Winston Churchill’s address to Harrow School in the UK in 1941. It was certainly one of his shortest speeches but probably also his most quoted.

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For CMOs who want to keep their jobs, customer experience is job one: Report

Vision Critical

Chief marketing officers take note: If there’s one thing you want to excel at in your next annual performance review, it’s customer experience. .

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Complaining Customers Are Your Best Customers. But Why?

Comm100

Introduction. If you work in customer service, chances are you know the signs of a complaining customer. You might recognize them by their pointed tones, their defensive, often raised voices (over email or live chat, this may present itself as all caps writing), and their creative use of insults.

Do You Have H.E.A.R.T. and Do You Use It Every Day?

Steve DiGioia

This original article was written by Steve DiGioia. Those of us in the customer service industry have much to deal with. Payroll, purchases, inventory, market share, etc. take a lion’s share of our daily tasks. But, there’s one thing I left out: the customers.

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.

More Trending

How BuzzFeed, Stanley Black & Decker and Group Nine Media are creating insight-driven businesses

Vision Critical

It was the second annual CX and the City event in New York City from Vision Critical , and I spent most of the day holding my breath hoping that the storm would pass. But despite the dark-and-gloomy weather, the evening was a success.

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How to Effectively Capture the Power of Customer Experience ROI

Customer Bliss

Uniting the leadership team in the purpose of delivering one-company experiences and connecting it to business growth occurs with my clients when we can simplify the “why” behind this work in a manner that they can stand behind and communicate as their own.

ROI 158

Are You a Good Listener? Here’s How to Tell

Steve DiGioia

…which of these 5 types are you? This original article was written by Steve DiGioia. Most people understand that in order to provide good customer service we must use one of our least appreciated soft skills – listening.

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MoneyGram International Raises the Bar on Money Transfers with NICE inContact CXone

inContact

Think about it: Sixteen hundred contact center representatives (over 75% outsourced) in 11 different locations across the globe handle 13 million calls annually!

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.

Culture’s Impact on Customer Experience - Transforming the Customer Experience

Kristina Evey

Definition of Culture – The sum of attitudes, customs, and beliefs that distinguishes one group of people from another. . Corporate culture refers to the shared values, attitudes, standards, and beliefs that characterize members of an organization and define its nature.

5 Things You Should Not Do in the Name of Customer Experience

Michelli Experience

I was asked recently to provide a couple (of what a reader called “See Spot Run”) blogs concerning must-have and must not do elements of a successful customer experience business. Dick, Jane, and Spot.

How to Increase New Hire Retention

Comm100

High employee turnover is a problem many executives face – and an expensive one too. It costs 21% of an employee’s salary to replace them , meaning a high bounce rate can be detrimental to the company’s progress.

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Earning the Right to Customer Experience Transformation at a Telecommunications Company

Customer Bliss

Are you facing some challenges from your C-Suite regarding the implementation of a customer experience transformation?

How to Create an Exceptional Customer Experience

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

5 Ways to Grow Your E-commerce Using Customer Service

Kayako

If you to run a successful e-commerce store then exceptional customer service, customer satisfaction, and retention are essential. Having a well-defined customer service strategy in place can no longer be an afterthought.

Create Strong Customer Loyalty with “Color Their World”

Who's Your Gladys?

Imagine this. It’s 3am. You’re sound asleep. Then, BING – your eyes pop open as your mind replays a stressful service scenario from the day before. You failed with a customer. Or at least that’s how it feels.

Why Core Values Need to Be in Your Customer Experience Focus - Transforming the Customer Experience

Kristina Evey

Embed Core Values into the Customer Experience. Core Values are the fundamental beliefs of a person or organization. Core Values serve as the guiding light for how everyone in your company interacts, communicates and works with each other, external customers, and the community. The core values are the solid foundational building blocks on which your culture is built. They are your company’s principles, beliefs, or philosophy of values.

5 Things You Should NOT Do in the Name of Customer Experience [Infographic]

Michelli Experience

__. Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli.

Customer Experience Transformation in Telecoms

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

Baby Boomers, Millennials and More: Here’s How to Manage a Multigenerational Workforce

Comm100

Introduction. In the news and on social media, it seems like there’s a war raging between the generations. Baby Boomers have accused Millennials of ruining classic industries such as the golf industry , the diamond industry , and even the movie business.

Inspire a Customer Service Mentality In Your Organization

Customer Bliss

Maintaining a “customer service mentality” in the marketplace has to first begin with leaders and the behaviors that they themselves exhibit. That gives the organization—throughout the organization—the ability to act and model that behavior.

7 Ways Phone Calls and Live Chat Improve Customer Retention and Revenue

Kayako

My good friend runs a content marketing company. When she got started, most of her clients were on a monthly retainer and paying for blog content and social media management.

How Are You Learning About Your Customers’ Expectations?

Wired and Dangerous

There is no one on the planet smarter than an eager beaver just back from a best practices conference. In the sixties when my dad encountered such a person he would tell my mother, “If I ever get that smart I want you to slap me silly!”

The Ten Commandments of Customer Service

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

3 Popular Habits that Make You Unpopular with Customers

360Connext

There are probably a million ways to improve customer experience in your organization, so where should you start? Before you do anything, think about this: Humans have a way of turning a nice idea into a complicated nightmare. Think of insurance – the idea of it is lovely. If we all chip in a little at a time, we’ll be there for each other next time something goes wrong for one of us.

Redesigning Process Improvement in the Age of AI & the Customer {Infographic}

Michelli Experience

As a customer experience designer, the end goal of all process improvement is to do more that will increase customer value and effectiveness. Every process improvement effort should seek to effectively add value to customers. __. Joseph A. Michelli, Ph.D.

Doing the right things the right way. An interview with Genevieve Bruketa-Baskovic

ijgolding

The launch of my first book has finally become a reality! ‘Customer What? The honest and practical guide to customer experience’ was published at the end of April 2018. I would never have been able to achieve my ambition without the support of many people.

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Want to Improve Your Customer Relationships and Bottom Line? Put Yourself in Your Customers’ Shoes Says CCO at Rigor

Customer Bliss

“The experiences start from the beginning; the customer has to start feeling that empathy from the beginning when they are prospects,” says Francis Cordón , the first Chief Customer Officer at Rigor.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

How to Make Live Chat Software Work for Your Small Business

Kayako

If you’re like a lot of customer support professionals, you know how beneficial live chat software can be. It’s popular with customers—we love getting instant help without having to pick up the phone. So much so that 41% of consumers ranked live chat as their preferred method of contact.

How Leaders Impact Service Quality

Wired and Dangerous

The new billboard proclaimed the El Casa de Adjetivo on 2 nd Street as having the best Mexican food in town. We had driven by the restaurant many times but never given it a try.

Amelia Sizemore Is Now A Certified Customer Experience Professional

Kerry Bodine

Last week, my colleague Amelia and I joined nearly 400 other customer experience professionals at the annual CXPA Insight Exchange in New Orleans. It was an energizing (and, to be completely honest, exhausting) two days—but the work didn’t end for Amelia when the conference was over.

The Age of AI & the Customer

Michelli Experience

Redesigning Process Improvement in the Age of AI & the Customer. Long ago you could win in business if you had standardized processes and your competition did not.

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.