February, 2018

Resourcing up the silos – Beth Richardson investigates the world of customer experience job vacancies!


The words customer-centric and silos do not sit happily in the same sentence. Silos harm culture and damage customer experiences. And they hold businesses back. In the last month alone, 1000s of words have been published on this very subject by the likes of LinkedIn, HBR and Forbes.

Software Solutions for Touchpoint Management


Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. As a customer-centric business, decisions should always be made based on customer benefit.

Choosing My Solution: A Customer Engagement Software Checklist


Choosing a customer engagement software solution can be daunting. But you’re not alone — we’ve compiled this checklist of things to consider when evaluating different providers to help you stay on track.

4 Amazing Examples of User-Generated Content in Marketing


Today’s top brands are finding ways to harness user-generated content (UGC) to boost the effectiveness of their campaigns.

Customer Experience Transformation in Telecoms

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

More Trending

What We Learn From ‘One-Click’ CX & Its Pitfalls


I sat there in my chair chuckling to myself as my 16-year-old daughter sighed, grumbled, and rolled her eyes continually. She had now been on hold for two whole minutes with the company that she had bought her newest shoes from. One minute later, she FINALLY gets to talk to someone. They resolve her issues. View Article. Government

CRM, Social Media, Marketing and More — Everything You Need to Know About Customer Engagement Software


Customer engagement software is a modern invention that takes care of a modern problem. After all, it wasn’t until the rise of the internet that media became democratized , and the one-way communication model between companies and customers was shattered.

Inside Customer Success: Uber Eats


Co-founded by Canadian entrepreneur Garrett Camp in 2009, Uber is evolving the way the world moves.

Driving Toward Smarter CX with Mack Trucks

Smarter CX

When was the last time your job didn’t feel like “work”? A day that was so fun that your company wouldn’t have had to pay you to do it? I just had two of those days at Mack Trucks, Inc.’s ’s Mack Customer Center in Allentown, PA.

The Ten Commandments of Customer Service

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

Why Learning CX Will Make You Happy and Successful


Research on everyone from millennials to senior citizens shows how learning is tied to happiness. So those who prioritize picking up new skills (shout out to those learning CX right now!) or just enjoy learning in general, tend to be happier, more satisfied people.

Introducing the CCXP Exam Simulator


If you have ever met me, or indeed read anything I have written, it is extremely likely you will know that I am rather passionate about the Customer Experience (CX) Profession. In fact, anyone who comes in to contact with me via any means will almost certainly fail to avoid that fact!

Is Customer Experience Exempt from “One Size Does Not Fit All?” Not Really!


I’ve written about this experience before, and amazingly, my experience hasn’t improved in the past couple years. It’s the coffeehouse slow and inefficient service that I’m talking about. On Saturday mornings, I frequently go with my son to grab a quick breakfast before we get to his early-morning music lesson. He always orders the same. View Article. Retail

Guest Blog: Customer Service Training Ideas to Help Build Brand Advocacy


This week we feature an article by Kristin Erikson writes shares great customer service training tips and ideas that will help your company build brand advocacy. Remember customer service training is not something you di, it’s something you do. – Shep Hyken.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

What is Corporate Reputation Management?


Corporate reputation management is a combination of strategies that are used to shape consumer perception of your brand. Today, consumers rely on current customers to tell them whether or not a business is worth their time and money.

When It Comes to Data Personalization: With Great Data Comes Great Responsibility

Smarter CX

Artificial intelligence is no longer about bots taking over the world. It’s one of the most important and viable trends in customer experience, according to Paul Greenberg , and will only continue to be leveraged in more sophisticated ways as brands seek to get closer to the customer.

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Pioneering Customer Experience in Healthcare at Cleveland Clinic

Customer Bliss

Being empathetic and engaged are core parts of the patient and caregiver experience at Cleveland Clinic.

Contact Center Resolution Number 2 – Improve AHT and Agent Engagement with Screen Pops


“Hello Lauren, thank you for contacting customer service, what can I help you with today?” Doesn’t that start your customer experience off right? In order to customize your communication, companies use agent screen pops to aid in the journey.

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.

A third of consumers would rather clean a toilet than talk to customer service


This week we’ve been focused on customer service in the wake of new experiences in the way we shop, interact and provide feedback. In our last post, we argued that innovative experiences such as Amazon Go, makes it difficult to gain rich insight in the form of a real conversation. An interesting study conducted by Aspect in 2017 revealed that amongst the 1,000 American consumers surveyed, nearly a third would rather clean a toilet than talk to customer service.

5 Metrics that Prove On-Site Unique Visits are Required to Drive Conversion


Understanding ‘Who’s in My Store’ Unique Visits in a physical space is a nascent concept for most marketing organizations. Leaders are recognizing that insights found in this detailed data are what drive conversion and ultimately revenue.

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Escaping the deserted island of strategy. A Customer Experience perspective from Manuela Pifani


As many of my followers are aware, one of the highlights of my year is having the honour of participating as a judge at the UK Customer Experience Awards. Three years ago, when Manuela Pifani entered the judging room, I expected to be impressed, but was not expecting to be overwhelmed.

Don’t Be a Good Salesperson, Be a Good Person

Smarter CX

Smile and dial, focus on interactions, list build, stay organized, always have a reason to call. These timeless sales principles have been preached in countless sales trainings, team meetings, and one-on-one sessions, decade after decade.

5 Customer Satisfaction Templates You Can Use Right Away

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

Amazon Will Own Your Customer And What To Do About It

Forrester's Customer Insights

From twenty years of trying, I know this about covering Amazon: It’s tricky. Our report process can take months during which we comb through our extensive Technographics data to find patterns or we interview executives. Not to mention the time it takes to write, edit, and produce our reports. During which time, the moving target […

5 Tips to Improve Franchise SEO


Franchises today are working on improving their SEO strategy to be found in local searches. Let’s say you own a franchise with 50 locations. You provide high-quality burgers at each location. You also make sure amazing service is provided at each location.

Social Proof: A Powerful, but Underutilized, CX Tool

Heart of the Customer

A common concern I see among CX pros is a concern over customers who are making “bad” choices. Customers who aren’t making the best use of the company’s products or services. This problem exists across industries, both B2B and B2C.

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My Rock, My Story: Building a Customer Journey Map from Scratch at the Smithsonian

Customer Bliss

The following post is an excerpt from my book: Chief Customer Officer 2.0. Below, I share a “My Rock, My Story” snippet – which is one of many featured throughout the book.

Customer Experience Strategy: How to Measure the Immeasurable

Take a second to reflect on the brands you love. How do you go about creating an awesome customer experience strategy that works for your own customers?

Are You Creating Passion?


The post Are You Creating Passion? appeared first on Strativity. Blogs & Articles culturebydesign Customer Experience cxstrategy CXUPDATE emotional connections Loyalty LOYALTY360 Purpose

60% of Customer Success Teams Are Unaware of Critical Client Issues

CSM Magazine

Bolstra has announced the results of a recent survey, “2018 Customer Success Team Maturity”. The survey includes findings from a sample of customer success teams across industries about their current states.

The Experience Margin: Only CX can save retail brands

Currency Alliance

Retail brands can be saved; but not by conventional retail strategy. In an economy where it’s no longer possible to profit off physical goods, the most successful businesses today are migrating their profit centers on to services and experiences.

Amazon’s Latest Experiment – Will It Work?

Beyond Philosophy

The new cashierless Amazon Go store is open for business in Seattle , and it could revolutionize the way we shop. At least that’s what some people think. Personally, I’m not so sure.

7 Steps to Elevate Your Customers' Experience

Learn how to walk through your customer's journey in order to improve their satisfaction and engagement