Sat.Nov 18, 2017 - Fri.Nov 24, 2017

Customer Experience Lessons from a Crew Regatta -

Kristina Evey

Crew Takes Teamwork – Just Like CEX. Customer Experience Requires Teamwork. Teamwork was the focus of my weekend recently. Two of my kids just finished their last crew regatta of the fall season. We were up in the Leelanau Peninsula in Michigan and the scenery couldn’t have been better.

Registration for CXFusion 2018 is Now Open


Every year, MaritzCX hosts the premier customer experience event, CXFusion, in Las Vegas. This event provides workshops, certifications and top-of-the-line thought leaderships from the most influential people in the field.

Trending Sources

Which Industries are Already Benefiting the Most from Robotic Process Automation


What Is Agent Self Evaluation and How to Introduce It into Your Organization


Technical support and customer service is not a picnic. It’s a difficult, sometimes grueling job with little recognition or reward, where agents often feel the brunt of unhappy consumers. Consumers can be: Unhappy with the product – “it doesn’t do what I thought it did.”.

eBook 48

7 Secrets of Voice of the Customer Success Whitepaper

In the whitepaper, 7 Secrets of Voice of the Customer Success, we provide 7 steps to help you build a successful VoC program. Built into a clear model for your Voice of the Customer program, these will set you on the path to VoC enlightenment.

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How To Get More Customers To Take Your Surveys


There is a place I get my car worked on. They do a great job. The repair center’s employees are friendly and knowledgeable. The car always comes back cleaner than when it goes in for service. This is the way business should be done.

Customer V Owner – Who wins? You decide! (in other words, is the customer always right?!)


I am very lucky to live in a beautiful city in the North West of England. Yes… I am not actually there as often as I would like, but when I am, I do not take for granted that my children are being raised in a lovely environment.

3 Most Popular Episodes From My Podcast: The Chief Customer Officer Human Duct Tape Show

Customer Bliss

I hope you’re all taking some time to enjoy being with loved ones, eating, and relaxing. But I know many of you are busy professionals and you may even be using some of your time off to catch up on industry news or your own work.

Is Disruption Good for Your Customer Experience?


As far back as 1986, author Dick Foster released the book "Innovation: The Attacker's Advantage", building on the work of Peter Druker, describing the impact of "technological discontinuities", or times when the leading technology in a market suddenly shifts. Today, we refer to that concept as disruption. Disruption is everywhere, impacting every industry, and has formed some of the world's largest companies, generating billions in market capitalization over the past decade.

Customer Experience Transformation in Telecoms

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

5 Quick Ways to Support the Busy Customer


There is a little irony that those of us in the customer service space have been observing since customer support first went online: Customers have become more impatient. Initially, customers wanted to be able to resolve their issues over email. Then they began to expect a response within 24 hours.

Online Communities: Help Your Customers Help Each Other

CX Journey

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud CX; it appeared on their blog on May 23, 2017.

Another serious player entering the Data Governance 2.0 market

Forrester's Customer Insights

erwin, the very well known data modeling vendor separated from CA in 2016, is announcing a data governance module in addition to their existing suite of Data modeling, Enterprise Architecture and Business Process modeling The first release of the data governance is benefiting of the strong metadata repository acquired from Corso and is delivering business […]. business process modeling data quality & data governance enterprise architecture metadata management data governance

Make It Happen! Keep Your Holiday Shoppers Coming Back

Beyond Philosophy

It’s mid-November, and that means retailers’ annual holiday promotions are reaching a fever pitch. Discount department store Kohl’s will kick off Black Friday at 5 p.m. on Thanksgiving day.

5 Tips for Hiring a Great Customer Support Team

Customer support is the most important job in your company, so it pays to hire right

5 Top Customer Service Articles For the Week of November 20, 2017


Each week I read a number of customer service articles from various online 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. Is CX tied to revenue gains? A case study by Idaho Central Union by Avinash Bhaisa .

8 Customer Experience Metric Silos Mask Momentum


8 Customer Experience Metric Silos Mask Momentum Lynn Hunsaker. Metrics selection can be the most pivotal decision you make in your customer experience management strategy. That’s because what gets measured gets managed. There’s a science to it.

Do Companies Like Net Promoter Score?

Experience Matters

Whenever we discuss Net Promoter® Score, we get a bifurcated set of reactions. Some people love NPS® and others hate it. So we decided to more quantitatively gauge the sentiment. In a recent study, Temkin Group asked more than 300 CX professionals to share their thoughts about NPS. As you can see below: Most aren’t impressed. Over half of respondents say that NPS is either just like or worse than other metrics. Many are avid fans.


How Emotions Drive Customer Loyalty (Infographic)

Provide Support

To connect with new customers don’t try to get inside their heads. Get inside their hearts. Create an emotional connection. Bill Quiseng. Some of the world’s most successful business leaders know that attracting customers and winning their loyalty isn’t merely about the product or service.

The Ten Commandments of Customer Service

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

Amazing Business Radio: Robert Weideman


AI Fuels Virtual Assistants in the Customer Service World. Shep Hyken Interviews Robert Weideman on the Merging of AI and Customer Service. How would you like to utilize innovative technology that makes your business more efficient in order to create better customer interactions?

10 Must-Read Growth Hacking Guides


Still haven’t cracked the code on growth hacking? Don’t worry, it’s probably every bit as mysterious to you as the next startup – so don’t get discouraged. While the term has been around for several years now (since 2010 to be exact), the concept has not yet fully been grasped by everyone.


Dataset: 2017 Temkin Loyalty Index, UK

Experience Matters

In our Q1 2017 UK consumer benchmark study, we asked 5,000 UK consumers to rate their loyalty with the companies that they had interacted with during the previous 90 days. The analysis examined four areas of loyalty: Likelihood to repurchase, likelihood to recommend, likelihood to forgive, and likelihood to trust. Then we combined those components to calculate the Temkin Loyalty Index for 157 companies across 16 industries.

Ready To Get Serious About Customer Obsession? Start By Benchmarking Against Peers

Forrester's Customer Insights

Firms everywhere are struggling to translate a ‘customer first’ vision into an actionable customer obsessed strategy. Local firms are no exception. As the marketing director for an Australian manufacturer told us: “Translating the rhetoric of ‘customer-first’ into meaningful action and overcoming legacy attitudes remains hugely challenging.” In a recent report, which Forrester clients can […

How to Build Great Customer Journeys

Make Each Touchpoint a Meaningful Experience

Time to Hit Refresh on Customer and Employee Experience Design Efforts?

Maz Iqbal

What Matters And Is Missing In Those Who Are Working On Improving The Customer/Employee Experience? I’ve worked with folks working on improving/transforming the Customer Experience. I’ve also worked with folks working on improving/transforming the Employee Experience.

Interactive Voice Response – What it is, What it does, Where it’s going


Interactive voice response (IVR) has been a staple of customer service for many years. While its requiem has been composed many times in the past, it is still around, alive and kicking. Together with its “big brother”, the voice portal, IVRs have been part of contact center solutions for decades, and there is no reason to believe that they will go away any time soon. In case you wondered: IVR and voice portal are similar, but not the same.

Guest Blog: How to Use Social Media to Provide Great Customer Service


This week we feature an article by Brooke Harper who writes about the importance of using social media to provide great customer service. If you’re not monitoring what customers are saying about you and your company on social media, what are you waiting for?! – Shep Hyken.

AI Will Change Organizations From Within

Forrester's Customer Insights

Over the past year I’ve spoken formally and informally with hundreds of companies about their AI initiatives. The biggest AH-HA moment comes when these companies realize the difference between implementing traditional technology and applying analytics with adopting AI. AI is a change from within. New rules for AI are emerging that seem counter intuitive to […].

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

Have A Thanksgiving Full Of Purpose & Meaning

Experience Matters

Many people who read this blog are celebrating Thanksgiving and will be exchanging “Happy Thanksgiving” greetings throughout the day. But I’m pretty sure that overdosing on turkey and stuffing is not the most expedient path to long-term happiness (although I don’t have any data to support my hypothesis). So what is a better path to happiness? Purpose and meaning. As you can see below, people who find purpose and meaning in their lives are much happier.

The 5 rules of Retail Christmas Customer Experience


Date: Wednesday, November 22, 2017 The 5 rules of Retail Christmas Customer Experience. Published on: November 22, 2017. Author: Pauline Ashenden As we approach Christmas, the festive shopping season is moving into top gear.

UK Customer Experience drops from last year


In their latest report, KPMG Nunwood revealed in the 2017 UK Customer Experience Excellence analysis that the overall score for Customer Experience in the UK has dropped, lagging significantly behind the USA. In fact, the gap between both is widening. KPMG Nunwood surveyed 10,000 UK consumers in July 2017 on various aspects relating to customer experience.

Private Cloud Platforms And Hosting Grow Faster Than Expected

Forrester's Customer Insights

In the past year, we’ve seen an interesting change in the private cloud space: Cloud platforms and private cloud hosting are gaining share at the expense of private cloud software suites. In Forrester’s latest private cloud forecast update, we have increased our growth rates for both private cloud platforms and hosted private cloud. ForecastView clients […]. private cloud Uncategorized ForecastView hosted private cloud private cloud platforms private cloud software

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.