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. MORE
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. MORE
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. MORE
What is marketing? A quick Google search on the word marketing reveals this from the American Marketing Association (And, they should know!): MORE
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. MORE
Episode overview. Jackie McAtee, Vice President of Marketing and Customer Experience for Mayfair Medical Imaging, and I discuss her path from hospitality and marketing to her hybrid role of both marketing and customer experience. MORE
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. MORE
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. MORE
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 MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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? MORE
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. MORE
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. MORE
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. MORE
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. MORE
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? MORE
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. MORE
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. MORE
A few years ago, one of my best friends bought me a poster. It arrived in a large envelope, folded up into quarters. As I pulled it out, I could see that one side was blank white and, as my fingertips soon discovered, the other side was covered in a thick carbon film. MORE
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. MORE
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. MORE
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. MORE
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. MORE
Whether you’ve worked in support for a month, or a decade, you will have run into an angry customer. Maybe they’re angry because of something you did or something out of your control. But why they are angry doesn’t matter; it’s up to you to fix it. MORE
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. MORE
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? MORE
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. MORE
MaritzCX
JUNE 20, 2017
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.
Kerry Bodine
JUNE 18, 2017
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.
Customer Bliss
JUNE 22, 2017
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.
CX Journey
JUNE 20, 2017
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.
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Customer support is the most important job in your company, so it pays to hire right
Wired and Dangerous
JUNE 19, 2017
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.
Kayako
JUNE 20, 2017
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?
Amity
JUNE 21, 2017
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?
CX Journey
JUNE 22, 2017
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.
Advertisement
This cheat sheet covers ten fundamentals of customer service to help your business excel.
Beyond Philosophy
JUNE 19, 2017
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.
Clarabridge
JUNE 19, 2017
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.
ShepHyken
JUNE 21, 2017
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.
CallidusCloud CX
JUNE 21, 2017
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?
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Learn how to build, maintain, and sustain an effective results-driven VoC program.
Beyond Philosophy
JUNE 22, 2017
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.
Forrester's Customer Insights
JUNE 22, 2017
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.
MaritzCX
JUNE 19, 2017
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.
BlueOcean
JUNE 21, 2017
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.
Merlin
JUNE 22, 2017
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.
ShepHyken
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.
ResponseTek
JUNE 18, 2017
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.
Bill Quiseng
JUNE 19, 2017
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.
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Tactics for Boosting Engagement and Brand Affinity.
Michel Falcon Experience
JUNE 19, 2017
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.
inContact
JUNE 21, 2017
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.
CustomerGauge
JUNE 21, 2017
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.
Eptica
JUNE 21, 2017
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.
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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.
Amity
JUNE 21, 2017
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.
NewVoiceMedia
JUNE 23, 2017
What is marketing? A quick Google search on the word marketing reveals this from the American Marketing Association (And, they should know!):
Andrew Mcfarland
JUNE 22, 2017
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
Kerry Bodine
JUNE 20, 2017
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.
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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.
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