Sat.Jun 17, 2017 - Fri.Jun 23, 2017

Align CX to Drive Tangible Business Results


Depth of Insight + Breadth of Influence = Speed of Success Register Now – June 22, 2017 Based on the 2016 CXEvolution Survey by MaritzCX, only thirty-eight percent of customer service (CX) professionals say their programs are successful.

Hypothesis Journey Maps: Necessary AND Dangerous

Kerry Bodine

I recently received this question from a reader in the UK: Which is more effective, creating journey maps based on actual customer stories or creating journey maps based on stories created (imagined) by employees? That’s a great question.

Trending Sources

Customer experience innovation: A shift in how to think about it

Customer Bliss

I want to bring up an interesting example of customer experience innovation that has been discussed (but not directly) in recent weeks. It’s a little bit nuanced, so bear with me.

6 Steps to Help You Put Customers at the Center of the Organization, Part 1

CX Journey

Image courtesy of Pixabay I originally wrote today's post for Clicktools. It was published on their blog on September 28, 2016. In this first part of a two-part series, I'll outline some important ways to ensure that your company is putting the customer at the center of all it does.

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

More Trending

Is Your Customers’ Journey Sparkly or Just Service Eye Candy?

Wired and Dangerous

Eye candy! It is such a really cool label. It should be a phrase that has a terrific reputation. After all, who doesn’t like candy? And, “a sight for sore eyes” is a positive and encouraging statement. Most of us see too much plain vanilla and drab stuff. But, eye candy has a shady reputation.

How to Deal with Negative Customer Feedback When It Feels Personal


Sure, I was only serving coffee. But it was my first day and I felt like somebody had handed me the nuclear launch codes. I was nervous to start with – the good kind. You know, where colors seem brighter and you’re full of energy?

What Makes For a Great Customer Success Plan?


​A customer success plan is a blueprint by which both you and your customer can achieve mutual success. Are they really necessary? I mean, a lot of times, success is pretty obvious. If I have a Gmail account, isn’t success sending and receiving emails? How much more can it be?

ROI 31

6 Steps to Help You Put Customers at the Center of the Organization, Part 2

CX Journey

Image courtesy of Pixabay I originally wrote today's post for Clicktools. It was published on their blog on October 25, 2016. In this second part of a two-part series, I continue detailing some important ways to ensure that your company is putting the customer at the center of all it does.

The Ten Commandments of Customer Service

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

Cost-Cutting Airlines – Headed for Trouble!

Beyond Philosophy

I’ve been flying major airlines for a long time, and like everyone else, I’ve noticed the changes – and not in a good way. The checked baggage fees. The snacks we don’t get anymore. Exorbitant fees to change an itinerary and seats that are way too cramped.

Airlines, Listen up and Close the Loop with Customers


In light of a series of unfortunate events with many Airlines recently, complaints in April have spiked 70% prior to the year before. Now, some might argue that considering recent events, passengers are not only tired of feeling unheard, but empowered to do something (publicly) about it.

Complimentary Should Mean Free


My buddy went to dinner with his wife to celebrate their anniversary. The server overheard them talking about how many years they had been married and was flattered they chose to spend their special night at the restaurant. So, he brought them over complimentary champagne.

5 Fails to Avoid with Your VoC Program

CallidusCloud CX

by CallidusCloud CX Guest Blogger, Annette Franz, CCXP. ~~~. Not seeing the results or improvements you expected to see from your customer listening efforts? Why is that? What’s going on?

What Makes a Successful Voice of the Customer Program

Learn how to build, maintain, and sustain an effective results-driven VoC program.

Exposed: The Anatomy Lesson For Business!

Beyond Philosophy

It is critical to consider the “anatomy” of an interaction in a Customer Experience. The sheer number of things that occur in an interaction at the same time can seem astonishing.

The Age of Alt: Data Commercialization Brings Alternative Data To Market

Forrester's Customer Insights

We all want to know something others don't know. People have long sought "local knowledge," "the inside scoop" or "a heads up" - the restaurant not in the guidebook, the real version of the story, or some advanced warning.

The Magic Intersection of Employee Engagement and Customer Satisfaction, and How Technology Can Support It


Editor’s note: This post is a snippet of an article originally published on Engagement Strategies Media. Read the full article. In a perfect world, actively engaged employees deliver your brand promise each and every day.

5 Top Procurement Tips for Seeking an Outsourced Contact Center


Looking for an outsourced contact center partner is one of the most complex undertakings for any strategic sourcing professional. It requires a thorough understanding of the contact center world as well as the inner workings of your organization’s processes, business objectives, and brand promises.

How to Build Great Customer Journeys

Make Each Touchpoint a Meaningful Experience

Why Data Analytics and Personalization are Key to a Successful Customer Experience


In this day and age, information gathering isn’t just limited to observations, surveys, or interviews. Customer data is just at the tips of your fingers.

5 Top Customer Service Articles For the Week of June 19, 2017


Each week I read a number of customer service and experience 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.

Why Awards Matter for Your CX Programme


This month we are announcing the winners of our annual C.A.R.E Awards, which recognise leading brands who have pushed their CX programmes towards exceptional gains over the past year. In light of the C.A.R.E. Awards, we wanted to highlight the importance of benchmarking and accolades for CX initiatives. Aside from giving brands the obvious bragging rights, awards offer several other crucial benefits, including the following: They show where your customer experience strengths lie.

Two Questions Every Customer Service Manager Should Be Asking Everyday

Bill Quiseng

Your most important assets are not your customers and your employees. It’s how your customers and your employees feel about your company. Your success as a customer service manager is directly proportional to your ability to drive simultaneously customer satisfaction and employee engagement.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

3 Ways to Collect Customer Data to Deliver a Better Customer Experience (Without Violating Privacy)

Michel Falcon Experience

Companies of all sizes collect information on their customers. Whether it’s contact information or tracking buying behaviours, we are constantly collecting data purposely or indirectly. Sometimes these intended motivations can be used harmfully to violate privacy.

Elevated Customer Experience Means Fast Action and Human Interaction


With the inclusion of so many technologies, and more coming, companies may be wondering what customers want? How can they, as an organization, provide the elevated customer experience? Give Customers What They Want: Fast Action and Human Interaction.

Why Amazon’s Acquisition of Whole Foods is a Big Deal for Customer Experience


Amazon is truly living up to its nickname these days. As recently reported, the “everything store”, is now looking to seriously expand into the grocery and food business with a $13.7b acquisition of Whole Foods.

Demonstrating the financial ROI of better customer experience


Date: Wednesday, June 21, 2017 Demonstrating the financial ROI of better customer experience. Published on: June 21, 2017. Author: Vincent Giraud All organizations understand the importance of customer experience to the bottom line.

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.

Why You Must Assess Your Customers' Maturity to Serve Them Well


In the first part of this blog post series, we introduced the concept of Customer Maturity Index (CMI). We suggested that some of the current methods of assessing a customer’s health in order to determine the best actions to take with them are ineffective.

The customer experience is your best marketing


What is marketing? A quick Google search on the word marketing reveals this from the American Marketing Association (And, they should know!):

Win Customers by Rewriting CX Rules

Andrew Mcfarland

Looking for ideas to improve business results by changing the customer experience? Many improvement opportunities are at your fingertips right now if you are willing to talk with your customers and break a few rules. Several years ago T-Mobile took. Customer Loyalty John Legere Market share Rules T-Mobile

Asking Customers For Their Ideas? Share What You’ll Do Next

Kerry Bodine

Clients who want to bring customers into a co-creation workshop frequently ask us about the logistics—like the right incentives to get people to participate and which customers should (and shouldn’t) be invited.

Are Your Technology Decisions Killing Your Customer Experience?

Read this eBook to learn how your database technology decisions can affect your ability to deliver either a transformational customer experience or a lackluster, dissatisfying encounter that benefits your competitors, not your bottom line.