I hate to break this to you, but we’re more than half-way through the calendar year. Have you done a mid-year review yet? This is a critical time to review your goals for this year and check your progress. MORE
Image courtesy of Pixabay Do you know the difference? There's a bit of an alphabet soup going on when we talk about some of the statements that an organization must have in place to get all employees marching to the same beat. MORE
This blog coincides with the 10 th anniversary of the first signs of the Credit Crunch, which has impacted and continues to affect all our lives. MORE
These days, it’s hard to imagine how we ever got along without smartphones. Calculators, road maps, databases, photo albums, and even credit cards can all live in a single space the size of our hand. MORE
What if a company wants to adopt the Net Promoter System, but lacks the resources and time to fully implement each aspect of the framework? Is it better to do something rather than nothing? MORE
jameschipper / 123RF Stock Photo " alt="Does Your Customer Journey include Happy Processes? post image" />. What is a service process? A service process can be defined from two perspectives. From the inside looking out, it is a collection of procedures and practices that govern a complete operation. MORE
This GUEST CORNER feature is by Richard R Shapiro. Image by Jonathan Kim. We are witnessing a convergence of forces that are moving customer loyalty to the edge of extinction. As consumers, we are empowered by increasing control over the retail process. MORE
Half an hour after the first round of introductions and ice breakers, our customer journey mapping workshop was in full swing. MORE
Whenever we conduct one of our open enrollment journey mapping workshops , we start by asking attendees to list three words that describe their current feelings toward journey mapping. As you can see above, the top two responses are curious and excited. But overwhelmed is a close third. MORE
You may have read some inspirational quotes on faded landscape backgrounds saying things like " there's no success without failure ", and while this may be true in most cases, you'll want to forget about it and focus on doing things right when it comes to QBRs. MORE
For businesses of every size across every industry, online brand reputation has become one of the most powerful drivers of revenue and growth. MORE
DNA had been a star in recent years. TV shows make it the centerpiece of crime solving programs; the news media throw the label around like they might WMD’s or TSA. DNA is a nucleic acid that contains the genetic instructions used in the development and functioning of all known living organisms. MORE
or, does allowing a little "customer pain" actually help? This original article was written by Steve DiGioia. MORE
Let’s talk about silos for a second. The concept of silos is so pervasive in business that I don’t even need to define what they are for you — there’s nearly a 100 percent chance you already know. And, to be honest, they’ve been around for years. MORE
If you haven’t read Jeff Bezos’ latest letter to his shareholders, put it on your to-do list pronto. There are many takeaways from his letter, but one that stands out to me most is this: “ Obsess over customers, not competitors.”. Most companies are obsessed with their competitors. MORE
“Focus on the whole journey, not just the transaction” In the world of Customer Experience (CX) you will hear this phrase frequently. But what does it mean? It’s the difference between a task and a purpose. MORE
Imagine a work environment with leaders who support and encourage professional and personal growth and creativity. This is the type of work environment where trying new things is encouraged and expected. ReviewTrackers is this place. MORE
No one ever said working in retail was easy. There are long hours, narrow margins, heavy competition and the threat of loss at every turn. You spend most of the year in the red, hoping for a big holiday season, and sometimes it doesn’t happen. MORE
As the nature of customer service is quickly evolving, new channels of communications i.e. web, mobile and social, have raised the bar of customer expectations, and delivering an exceptional experience has become critical to business success. MORE
I was shopping for a graduation card the other day, and all of them seemed to say something like this: “Dream big and reach for the stars, your goals are within reach and you are on your way to an amazing future.”. If I was just getting out of school I would find this rather terrifying. MORE
One of the definitions for the word Inventory is: “detailed, often descriptive, list of articles, giving the code number, quantity, and value of each catalog.” ” What does that have to do with SuiteCX? MORE
please use the correct words This original article was written by Steve DiGioia. Respect. We all want it, need it and deserve it. But when we use words that have “no meaning” we carelessly speak with disrespect to our customers. Why do we continually refer to “everyone” as a guy? MORE
Like many households in America, I make a weekly run to the grocery store. Until recently, my grocery store, like many other retailers, provided a web address at the bottom of the receipt and asked customers to go home, log on to the store’s website, enter in their receipt code, and provide feedback. MORE
This is a snippet of an article originally published on CustomerThink. You can read the full article here. Most things in life need ALL their ingredients to function as intended. MORE
Episode Overview. Mark Slatin is the Director of Client Experience for Sandy Spring Bank. They won CX Innovation Awards in both 2015 and 2016, so he seemed like a great person to bring on and discuss what he’s doing with his team — and how/why. About Mark. MORE
Interesting post recently by Jason Fried, the founder of Basecamp and 37 Signals, over on Medium. Here it is. MORE
Image courtesy of Pixabay Why is it so difficult to understand what employee engagement is all about? MORE
Over the last five years, a small number of organisations have featured multiple times in my writing. In the vast majority of cases, I have used these businesses as a way of bringing to life global best practice in the field of Customer Experience Management. MORE
Image courtesy of Pixabay Customer focus. at what cost? Are you kidding me? I recently attended a webinar about how to develop a customer-centric culture. MORE
Former “Ombudsman” loses the right to use respected title. Reblogged from [link]. The Retail Ombudsman (TRO) is no more. The private company, set up in 2015 to. provide dispute resolution for consumers, has lost the right to use the respected. title of “Ombudsman” TRO has resigned from the Ombudsman Association (OA), its trade body, for reasons. that remain unclear. The resignation means that it is no longer allowed to use the. “Ombudsman” title. MORE
According to Gartner’s research, nearly nine out of ten executives expect customer experience to be a key differentiator with today’s demanding customers. Yet a critical link — engaged employees — is often overlooked. MORE
Customer Bliss
JULY 6, 2017
Let’s talk about silos for a second. The concept of silos is so pervasive in business that I don’t even need to define what they are for you — there’s nearly a 100 percent chance you already know. And, to be honest, they’ve been around for years.
Kerry Bodine
JULY 11, 2017
Half an hour after the first round of introductions and ice breakers, our customer journey mapping workshop was in full swing.
ReviewTrackers
JULY 14, 2017
Imagine a work environment with leaders who support and encourage professional and personal growth and creativity. This is the type of work environment where trying new things is encouraged and expected. ReviewTrackers is this place.
Steve DiGioia
JULY 17, 2017
please use the correct words This original article was written by Steve DiGioia. Respect. We all want it, need it and deserve it. But when we use words that have “no meaning” we carelessly speak with disrespect to our customers. Why do we continually refer to “everyone” as a guy?
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New ways of discovering and applying customer insights
Kerry Bodine
JULY 10, 2017
Whenever we conduct one of our open enrollment journey mapping workshops , we start by asking attendees to list three words that describe their current feelings toward journey mapping. As you can see above, the top two responses are curious and excited. But overwhelmed is a close third.
ReviewTrackers
JULY 17, 2017
These days, it’s hard to imagine how we ever got along without smartphones. Calculators, road maps, databases, photo albums, and even credit cards can all live in a single space the size of our hand.
Steve DiGioia
JULY 3, 2017
or, does allowing a little "customer pain" actually help? This original article was written by Steve DiGioia.
ijgolding
JULY 14, 2017
“Focus on the whole journey, not just the transaction” In the world of Customer Experience (CX) you will hear this phrase frequently. But what does it mean? It’s the difference between a task and a purpose.
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Customer support is the most important job in your company, so it pays to hire right
Wired and Dangerous
JULY 10, 2017
DNA had been a star in recent years. TV shows make it the centerpiece of crime solving programs; the news media throw the label around like they might WMD’s or TSA. DNA is a nucleic acid that contains the genetic instructions used in the development and functioning of all known living organisms.
MaritzCX
JULY 13, 2017
Like many households in America, I make a weekly run to the grocery store. Until recently, my grocery store, like many other retailers, provided a web address at the bottom of the receipt and asked customers to go home, log on to the store’s website, enter in their receipt code, and provide feedback.
Customer Bliss
JULY 13, 2017
Interesting post recently by Jason Fried, the founder of Basecamp and 37 Signals, over on Medium. Here it is.
Storyminers
JULY 10, 2017
This GUEST CORNER feature is by Richard R Shapiro. Image by Jonathan Kim. We are witnessing a convergence of forces that are moving customer loyalty to the edge of extinction. As consumers, we are empowered by increasing control over the retail process.
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This cheat sheet covers ten fundamentals of customer service to help your business excel.
SuiteCX
JULY 10, 2017
One of the definitions for the word Inventory is: “detailed, often descriptive, list of articles, giving the code number, quantity, and value of each catalog.” ” What does that have to do with SuiteCX?
CX Journey
JULY 13, 2017
Image courtesy of Pixabay Why is it so difficult to understand what employee engagement is all about?
ReviewTrackers
JULY 20, 2017
For businesses of every size across every industry, online brand reputation has become one of the most powerful drivers of revenue and growth.
Calabrio
JULY 18, 2017
No one ever said working in retail was easy. There are long hours, narrow margins, heavy competition and the threat of loss at every turn. You spend most of the year in the red, hoping for a big holiday season, and sometimes it doesn’t happen.
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Learn how to build, maintain, and sustain an effective results-driven VoC program.
Amity
JULY 10, 2017
You may have read some inspirational quotes on faded landscape backgrounds saying things like " there's no success without failure ", and while this may be true in most cases, you'll want to forget about it and focus on doing things right when it comes to QBRs.
Beyond Philosophy
JULY 5, 2017
I was shopping for a graduation card the other day, and all of them seemed to say something like this: “Dream big and reach for the stars, your goals are within reach and you are on your way to an amazing future.”. If I was just getting out of school I would find this rather terrifying.
Customer Bliss
JULY 4, 2017
Episode Overview. Mark Slatin is the Director of Client Experience for Sandy Spring Bank. They won CX Innovation Awards in both 2015 and 2016, so he seemed like a great person to bring on and discuss what he’s doing with his team — and how/why. About Mark.
CX Journey
JULY 5, 2017
Image courtesy of Pixabay Customer focus. at what cost? Are you kidding me? I recently attended a webinar about how to develop a customer-centric culture.
Helen Dewdney
JULY 6, 2017
Former “Ombudsman” loses the right to use respected title. Reblogged from [link]. The Retail Ombudsman (TRO) is no more. The private company, set up in 2015 to. provide dispute resolution for consumers, has lost the right to use the respected. title of “Ombudsman” TRO has resigned from the Ombudsman Association (OA), its trade body, for reasons. that remain unclear. The resignation means that it is no longer allowed to use the. “Ombudsman” title.
ijgolding
JULY 4, 2017
Over the last five years, a small number of organisations have featured multiple times in my writing. In the vast majority of cases, I have used these businesses as a way of bringing to life global best practice in the field of Customer Experience Management.
Peter Lavers
JULY 17, 2017
This blog coincides with the 10 th anniversary of the first signs of the Credit Crunch, which has impacted and continues to affect all our lives.
Wired and Dangerous
JULY 17, 2017
jameschipper / 123RF Stock Photo " alt="Does Your Customer Journey include Happy Processes? post image" />. What is a service process? A service process can be defined from two perspectives. From the inside looking out, it is a collection of procedures and practices that govern a complete operation.
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Tactics for Boosting Engagement and Brand Affinity.
Beyond Philosophy
JULY 12, 2017
If you haven’t read Jeff Bezos’ latest letter to his shareholders, put it on your to-do list pronto. There are many takeaways from his letter, but one that stands out to me most is this: “ Obsess over customers, not competitors.”. Most companies are obsessed with their competitors.
CX Journey
JULY 11, 2017
Image courtesy of Pixabay Do you know the difference? There's a bit of an alphabet soup going on when we talk about some of the statements that an organization must have in place to get all employees marching to the same beat.
MaritzCX
JULY 17, 2017
According to Gartner’s research, nearly nine out of ten executives expect customer experience to be a key differentiator with today’s demanding customers. Yet a critical link — engaged employees — is often overlooked.
Bain
JULY 13, 2017
What if a company wants to adopt the Net Promoter System, but lacks the resources and time to fully implement each aspect of the framework? Is it better to do something rather than nothing?
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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.
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