If your customers are happy, magical things happen. They do more business with you. They spend more when they buy. They reward you with loyalty. They tell their friends. They give you free word-of-mouth advertising. MORE
My book, Would You Do That to Your Mother? The “Make Mom Proud Standard” for How to Treat Your Customers , identifies behavior that grows businesses through actions that earn customer and employee admiration. MORE
What is the role of internal client experiences in creating extraordinary external client experiences (CX)? Customer experience seems to be on everyone’s mind these days. Paying lip service and talking the talk is different than consistently walking the walk. MORE
The following article is a guest post by Aki Merced, a Marketing Consultant with Tenfold – www.tenfold.com. . Organizations know how crucial the level of customer experience is in the pursuit of business goals. MORE
This is a guest post written by one of our very own Lead Consultants, Jean Fasching Recently, I ran across a Yahoo Finance post that announced the closure of a plant that produces high fructose corn syrup and industrial starch. MORE
“A very small increase in customer retention can yield a huge impact on profitability.” Today’s guest, Rob Markey , reminds us of this important concept which he attributes to Fred Reichheld — both of whom co-authored the book, The Ultimate Question 2.0, MORE
Journey mapping can be an energizing and eye-opening exercise in customer empathy. As advisors to B2B CX and Marketing Leaders in the Forrester Leadership Boards (FLB), we come along on many journey mapping “journeys”. MORE
I recently heard an interview with a very successful colleague who I had the good fortune of working with, in a mastermind group as a young speaker/consultant. My colleague was asked what he wished someone had told him earlier in his career? MORE
In today’s episode, I chat with Daniel Coullet , Senior Vice President of Customer Success and Experience, and Elizabeth Curtin , Customer Experience Practice Manager at PTC , about defining customer success, and the value of designing customer room for enhancing employee and customer experience. MORE
Traditional RPA vs Customer Service RPA. As we move into the era that is attempting to leverage artificial intelligence and machine learning more and more, one emerging technology gaining momentum is RPA - robotic process automation. MORE
While it is not unusual for companies to implement programs that provide a method of gathering customer feedback, best practices dictate that these feedback programs should be part of an overall culture of not only listening to customers, but also following up and acting on feedback. MORE
In my most recent podcast episode, I interviewed Daniel Coullet and Elizabeth Curtin , CX leaders of the SaaS company, PTC , about the customer room they designed to enhance both employee and customer experience within their organization. MORE
What does it look like when an entrepreneur doesn’t practice what they preach? Stay tuned for a story of literary frustration, online confusion and broken promises. MORE
Have you noticed that your customers have changed? Their expectations have increased dramatically in the last 12 months! They have raised the bar on how they view customer experience. They are looking for service providers who consistently deliver service experiences that drive loyalty! MORE
Empathy… Empathy Improves the Customer Experience. We all know what it is and hopefully, many of us display it and receive it on a daily basis. Empathy builds human connections. It fosters an emotional rapport and bond. It makes you feel safe. MORE
Innovation still tends to be predominantly inward looking, used primarily to solve business problems and often confined to, and stifled within, siloed business units. At some point we need to ask the question: Who are we really innovating for? MORE
Decision Support Systems (DSS) drive faster, smarter decisions based on objective data, rather than on subjective criteria or personal instinct. MORE
What is the secret to success in business? That’s easy! It’s how well you know the competition. Alright, maybe this is a slightly over-simplified perspective, but it always surprises me how many companies work with a primarily internal focus. I have written many posts about knowing your customers, such as “Why Customers Are The Answer To All Your Problems (If You Ask the Right Questions).” MORE
Every CX program wants to gather as much insightful data as possible. We all are asked to provide our feedback multiple times every day. One day, I decided to count how many times I was asked to provide feedback. I initially thought maybe once per day, but when I counted it, I was invited to. MORE
Why RPA can be the Backbone for Front End Enterprise Digital Transformation. MORE
Have you had enough of the term omnichannel? It blasted into our vocabulary a few years ago, shoving out multichannel as the preferred ubiquitous business speak of our time. Omnichannel paints a picture of an all-knowing customer journey. MORE
My colleague and HorizonCX business partner Joe Camirand wrote a recent blog around The Power of a Smile. Consider this a companion blog that looks at the broader concept of being positive, to which a smile certainly belongs and serves as a great starter. MORE
+ 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. MORE
you gotta be kidding with all these rules. This original article was written by Steve DiGioia. You took out a big loan to open your business; maybe even got a second mortgage on your home. Then, product and supplies were ordered on credit cards. MORE
The SmarterCX team recently attended an Oracle Women’s Leadership (OWL) panel featuring co-authors Paula Brown Stafford and Lisa T. Grimes , who discussed their newly-published book, “Remember Who You Are: Achieve Success. Create Balance. MORE
Customers and prospects have a number of ways to reach your team with sales and support questions, but none are as effective and immediate as live chat. MORE
Planning for 2019 already? You’re in good company. Contracting a new contact center outsourcer may be one of the most impactful decisions you make all year (no pressure, right?) MORE
Applying statistical testing for NPS can be confusing. In this post, we’ll define the problem, break down the mechanics of how to solve it, and avoid math equations to keep things conceptual. In this way, it will be easier to understand what’s going on with stat testing of NPS scores. MORE
Working in Nicaragua we were surprised to see active volcanos with large craters and smoke seething from their tops. Volcanos usually offer a warning before “blowing their tops.” Sometimes, it is added smoke billowing into the skyline; sometimes it is a series of minor earthquakes. MORE
At this year’s Modern Customer Experience conference, the SmarterCX team met a variety of exhibitors and learned how their companies are creating smarter customer experiences. MORE
MaritzCX
AUGUST 14, 2018
Applying statistical testing for NPS can be confusing. In this post, we’ll define the problem, break down the mechanics of how to solve it, and avoid math equations to keep things conceptual. In this way, it will be easier to understand what’s going on with stat testing of NPS scores.
Kayako
AUGUST 10, 2018
Customers and prospects have a number of ways to reach your team with sales and support questions, but none are as effective and immediate as live chat.
BlueOcean
AUGUST 7, 2018
Planning for 2019 already? You’re in good company. Contracting a new contact center outsourcer may be one of the most impactful decisions you make all year (no pressure, right?)
Steve DiGioia
AUGUST 13, 2018
you gotta be kidding with all these rules. This original article was written by Steve DiGioia. You took out a big loan to open your business; maybe even got a second mortgage on your home. Then, product and supplies were ordered on credit cards.
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In this white paper, we will highlight some very common customer support problems that exist in most E-commerce businesses. Our intent to provide you with a solution that will set your business apart from your competitors so you can attract and retain your customers better.
Smarter CX
AUGUST 7, 2018
Innovation still tends to be predominantly inward looking, used primarily to solve business problems and often confined to, and stifled within, siloed business units. At some point we need to ask the question: Who are we really innovating for?
Heart of the Customer
AUGUST 13, 2018
This is a guest post written by one of our very own Lead Consultants, Jean Fasching Recently, I ran across a Yahoo Finance post that announced the closure of a plant that produces high fructose corn syrup and industrial starch.
Customer Bliss
AUGUST 3, 2018
“A very small increase in customer retention can yield a huge impact on profitability.” Today’s guest, Rob Markey , reminds us of this important concept which he attributes to Fred Reichheld — both of whom co-authored the book, The Ultimate Question 2.0,
Jacada
AUGUST 14, 2018
Traditional RPA vs Customer Service RPA. As we move into the era that is attempting to leverage artificial intelligence and machine learning more and more, one emerging technology gaining momentum is RPA - robotic process automation.
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Take a front-row seat to hear how this contact center integration will upgrade your IT infrastructure. Learn how to practically apply Amazon Lex and machine learning to replace your legacy IVR and overcome common IVR problems.
Michelli Experience
AUGUST 7, 2018
I recently heard an interview with a very successful colleague who I had the good fortune of working with, in a mastermind group as a young speaker/consultant. My colleague was asked what he wished someone had told him earlier in his career?
MaritzCX
AUGUST 7, 2018
Every CX program wants to gather as much insightful data as possible. We all are asked to provide our feedback multiple times every day. One day, I decided to count how many times I was asked to provide feedback. I initially thought maybe once per day, but when I counted it, I was invited to.
Wired and Dangerous
AUGUST 13, 2018
Working in Nicaragua we were surprised to see active volcanos with large craters and smoke seething from their tops. Volcanos usually offer a warning before “blowing their tops.” Sometimes, it is added smoke billowing into the skyline; sometimes it is a series of minor earthquakes.
CX Chronicle
AUGUST 13, 2018
My colleague and HorizonCX business partner Joe Camirand wrote a recent blog around The Power of a Smile. Consider this a companion blog that looks at the broader concept of being positive, to which a smile certainly belongs and serves as a great starter.
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Organizations are continuously improving their CX systems in an effort to keep up with customer demands. Automation increases quality and accelerates innovation. Learn how adopting Agile/DevOps will accelerate innovation and exceed customer expectations.
Customer Bliss
AUGUST 14, 2018
My book, Would You Do That to Your Mother? The “Make Mom Proud Standard” for How to Treat Your Customers , identifies behavior that grows businesses through actions that earn customer and employee admiration.
C3Centricity
AUGUST 13, 2018
What is the secret to success in business? That’s easy! It’s how well you know the competition. Alright, maybe this is a slightly over-simplified perspective, but it always surprises me how many companies work with a primarily internal focus. I have written many posts about knowing your customers, such as “Why Customers Are The Answer To All Your Problems (If You Ask the Right Questions).”
Jacada
AUGUST 9, 2018
Why RPA can be the Backbone for Front End Enterprise Digital Transformation.
MaritzCX
AUGUST 2, 2018
MaritzCX clients often ask us “why are our scores on the same question different between these two studies?”
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More and more organizations understand the value of delivering a high-quality customer experience and investing in improving their CX assurance processes. Automating testing and monitoring, top the list of ways to improve their CX assurance efforts.
One Millimeter Mindset
AUGUST 9, 2018
What is the role of internal client experiences in creating extraordinary external client experiences (CX)? Customer experience seems to be on everyone’s mind these days. Paying lip service and talking the talk is different than consistently walking the walk.
CX Chronicle
AUGUST 9, 2018
The following article is a guest post by Aki Merced, a Marketing Consultant with Tenfold – www.tenfold.com. . Organizations know how crucial the level of customer experience is in the pursuit of business goals.
Customer Bliss
AUGUST 10, 2018
In my most recent podcast episode, I interviewed Daniel Coullet and Elizabeth Curtin , CX leaders of the SaaS company, PTC , about the customer room they designed to enhance both employee and customer experience within their organization.
The Upsell
AUGUST 8, 2018
What does it look like when an entrepreneur doesn’t practice what they preach? Stay tuned for a story of literary frustration, online confusion and broken promises.
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Learn 5 actions your organization can take right now to improve the customer experience.
Smarter CX
AUGUST 8, 2018
The SmarterCX team recently attended an Oracle Women’s Leadership (OWL) panel featuring co-authors Paula Brown Stafford and Lisa T. Grimes , who discussed their newly-published book, “Remember Who You Are: Achieve Success. Create Balance.
Michelli Experience
AUGUST 8, 2018
+ 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.
Forrester's Customer Insights
AUGUST 14, 2018
Journey mapping can be an energizing and eye-opening exercise in customer empathy. As advisors to B2B CX and Marketing Leaders in the Forrester Leadership Boards (FLB), we come along on many journey mapping “journeys”.
TechSee
AUGUST 14, 2018
Decision Support Systems (DSS) drive faster, smarter decisions based on objective data, rather than on subjective criteria or personal instinct.
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Transforming CX: Critical success factors mobile operators are looking for.
Customer Bliss
AUGUST 9, 2018
In today’s episode, I chat with Daniel Coullet , Senior Vice President of Customer Success and Experience, and Elizabeth Curtin , Customer Experience Practice Manager at PTC , about defining customer success, and the value of designing customer room for enhancing employee and customer experience.
Helpware
AUGUST 7, 2018
If your customers are happy, magical things happen. They do more business with you. They spend more when they buy. They reward you with loyalty. They tell their friends. They give you free word-of-mouth advertising.
Smarter CX
AUGUST 14, 2018
At this year’s Modern Customer Experience conference, the SmarterCX team met a variety of exhibitors and learned how their companies are creating smarter customer experiences.
Wired and Dangerous
AUGUST 6, 2018
Have you noticed that your customers have changed? Their expectations have increased dramatically in the last 12 months! They have raised the bar on how they view customer experience. They are looking for service providers who consistently deliver service experiences that drive loyalty!
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This cheat sheet covers ten fundamentals of customer service to help your business excel.
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