INDUSTRY INSIGHTS YOUR PEERS ARE READING
Imagine you took a poll at your company across all departments and proposed the question, “Which is more important: customer success or customer satisfaction?” You’re likely thinking that customer success and customer satisfaction are one in the same, or at least very closely related. MORE
Software-as-a-service (SaaS) has offered the software development community new ways to create quality products—but have we missed a potential disaster in the euphoria of iterative and agile development methods? MORE
As ever-greater numbers of organizations embrace the age of the smart customer, you might expect Customer Experience Management, or CXM, to be a well-understood term. After all, like ‘customer experience,’ it’s used a lot. However — also like customer experience — it describes many things. MORE
When customers receive a survey by email, what’s the first thing they notice? The survey question? The response options? The branding? MORE
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. MORE
As an increasing number of contact centers migrate to the cloud, another corresponding change is occurring. More and more enterprises have deployed dedicated developers to support their customer experience initiatives. MORE
Customer communications management (CCM) has been—and continues to be—heavily influenced by technology at a pace that shows no signs of slowing down any time soon. While technology has made many aspects of CCM easier, tech has made CCM harder at times, too. MORE
Contact centers of today are not just customer service centers. They are the epicenters of lasting customer experiences (CX) that help brands differentiate and compete better. MORE
How many times have you heard that sentence while trying to pay a bill, change a service plan, update the address on one of your accounts, or get through to a customer service agent? The answer for most of us? Too many. MORE
When you create storytelling experiences your clients crave, your professional relationships move beyond transacting business. Instead, your relationships become transformational for you both. How do you get from where you are now, with your storytelling experiences, to where you need to go? MORE
I’m all for getting customer feedback. There are different ways to go about it. Ask customers on the way out of a store, call them on a phone or send follow-up surveys via email. I wrote about surveys a few years ago. MORE
Acquisition Addiction’s Impact on Customer Experience ROI Lynn Hunsaker. Addiction to acquisition of customers is taking a toll on customer experience ROI. Did you know that 1.8 MORE
Have you heard of the Grace Hopper Celebration , also known as GHC ? It’s the world’s largest gathering of women in tech! This year, 25,000 women met in Orlando, Florida. And it was epic! I was honored to speak on a panel titled “So you want to be a CEO?” MORE
Stop, just stop it. You’re not perfect and neither are the people you have working for you. And don’t even get me started about how “perfect” your business is. So, you must realize that your customer service will never be perfect either. Agreed? Good, now we can move on and try to fix it. MORE
Intrinsic motivation comes from a combination of purpose, autonomy, and mastery. If employees lack purpose, their engagement diminishes. Many companies address this gap through corporate philanthropy – should they? PRO/FOR Earlier this year I joined several hundred other strangers and. MORE
Do you have storytelling confidence? You know, telling stories consistently, time after time. And, telling the stories in which you are professionally invested. When you take those actions, you move away from describing someone else’s stories, as a third-party narrative. Think about it. MORE
Artificial intelligence (AI) was once the stuff of science fiction. But today, AI in service management is making service delivery smarter and more efficient. Over the last four years, enterprise AI implementation grew 270%, according to Gartner’s 2019 CIO Survey. MORE
*The following is an excerpt from my newest book The Relationship Economy, Building Stronger Customer Connections In The Digital Age. Which just hit #1 on Amazon! MORE
Customer experience, in all is complexity, really is about one thing to your customers: Expectations. Think about your own journeys as a customer. Have you ever been disappointed? Most likely, your story starts with a “They promised me.” and ends with a “They just refused!”. MORE
Customer churn is a growing problem across many industries and managing it has become critically important to the maintaining profitability. MORE
The phrase Customer Experience (CX) didn’t become en vogue until 2008 when it surpassed Customer Satisfaction as the primary customer-focused keyword. . Rather than just satisfaction , customer experience refers to the whole ecosystem of the customer journey. MORE
Social media has changed the world we operate in across the board. No clearer is this than when something goes ‘viral’ for the wrong reasons. MORE
Customer Centricity Metrics & Methodology MORE
GetFeedback
OCTOBER 14, 2019
The phrase Customer Experience (CX) didn’t become en vogue until 2008 when it surpassed Customer Satisfaction as the primary customer-focused keyword. . Rather than just satisfaction , customer experience refers to the whole ecosystem of the customer journey.
NICE inContact
OCTOBER 16, 2019
Contact centers of today are not just customer service centers. They are the epicenters of lasting customer experiences (CX) that help brands differentiate and compete better.
360Connext
OCTOBER 15, 2019
Customer experience, in all is complexity, really is about one thing to your customers: Expectations. Think about your own journeys as a customer. Have you ever been disappointed? Most likely, your story starts with a “They promised me.” and ends with a “They just refused!”.
Jacada
OCTOBER 15, 2019
How many times have you heard that sentence while trying to pay a bill, change a service plan, update the address on one of your accounts, or get through to a customer service agent? The answer for most of us? Too many.
Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum
Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.
TechSee
OCTOBER 15, 2019
Customer churn is a growing problem across many industries and managing it has become critically important to the maintaining profitability.
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Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
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ShepHyken
OCTOBER 16, 2019
I’m all for getting customer feedback. There are different ways to go about it. Ask customers on the way out of a store, call them on a phone or send follow-up surveys via email. I wrote about surveys a few years ago.
Retently
OCTOBER 15, 2019
When customers receive a survey by email, what’s the first thing they notice? The survey question? The response options? The branding?
NetBase
OCTOBER 15, 2019
Social media has changed the world we operate in across the board. No clearer is this than when something goes ‘viral’ for the wrong reasons.
The DiJulius Group
OCTOBER 16, 2019
*The following is an excerpt from my newest book The Relationship Economy, Building Stronger Customer Connections In The Digital Age. Which just hit #1 on Amazon!
Advertisement
A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.
ShepHyken
OCTOBER 14, 2019
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.
One Millimeter Mindset
OCTOBER 14, 2019
Do you have storytelling confidence? You know, telling stories consistently, time after time. And, telling the stories in which you are professionally invested. When you take those actions, you move away from describing someone else’s stories, as a third-party narrative. Think about it.
Cyara
OCTOBER 15, 2019
As an increasing number of contact centers migrate to the cloud, another corresponding change is occurring. More and more enterprises have deployed dedicated developers to support their customer experience initiatives.
ClientSuccess
OCTOBER 14, 2019
Imagine you took a poll at your company across all departments and proposed the question, “Which is more important: customer success or customer satisfaction?” You’re likely thinking that customer success and customer satisfaction are one in the same, or at least very closely related.
Advertiser: Skilljar
Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.
ClearAction
OCTOBER 16, 2019
Acquisition Addiction’s Impact on Customer Experience ROI Lynn Hunsaker. Addiction to acquisition of customers is taking a toll on customer experience ROI. Did you know that 1.8
Astea
OCTOBER 15, 2019
Artificial intelligence (AI) was once the stuff of science fiction. But today, AI in service management is making service delivery smarter and more efficient. Over the last four years, enterprise AI implementation grew 270%, according to Gartner’s 2019 CIO Survey.
One Millimeter Mindset
OCTOBER 16, 2019
When you create storytelling experiences your clients crave, your professional relationships move beyond transacting business. Instead, your relationships become transformational for you both. How do you get from where you are now, with your storytelling experiences, to where you need to go?
Thematic
OCTOBER 13, 2019
Have you heard of the Grace Hopper Celebration , also known as GHC ? It’s the world’s largest gathering of women in tech! This year, 25,000 women met in Orlando, Florida. And it was epic! I was honored to speak on a panel titled “So you want to be a CEO?”
Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.
You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.
Topdown
OCTOBER 14, 2019
Customer communications management (CCM) has been—and continues to be—heavily influenced by technology at a pace that shows no signs of slowing down any time soon. While technology has made many aspects of CCM easier, tech has made CCM harder at times, too.
Andrew Mcfarland
OCTOBER 14, 2019
Intrinsic motivation comes from a combination of purpose, autonomy, and mastery. If employees lack purpose, their engagement diminishes. Many companies address this gap through corporate philanthropy – should they? PRO/FOR Earlier this year I joined several hundred other strangers and.
Talkdesk
OCTOBER 16, 2019
Advertisement
Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.
McorpCX
OCTOBER 15, 2019
As ever-greater numbers of organizations embrace the age of the smart customer, you might expect Customer Experience Management, or CXM, to be a well-understood term. After all, like ‘customer experience,’ it’s used a lot. However — also like customer experience — it describes many things.
Hello Customer
OCTOBER 14, 2019
Customer Centricity Metrics & Methodology
Brandwatch CX
OCTOBER 16, 2019
Perceptive
OCTOBER 16, 2019
Software-as-a-service (SaaS) has offered the software development community new ways to create quality products—but have we missed a potential disaster in the euphoria of iterative and agile development methods?
Advertiser: Skilljar
A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.
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