There are certain things in life that are indisputable. Money does not grow on trees, is just one example. The earth is round, is another. Additionally, it cannot be denied that we – that is you and I – in fact all people on the planet – are human beings. MORE
Customer Experience is now recognised as a profession – as I am sure many are bored with hearing me repeat over and over again! MORE
Voice input and connected devices are changing how people interact with software and each other, altering our notions of UX Design. If you grew up watching Star Trek you saw Captain Kirk speaking directly to his ship. Not only did he give the ship commands, but the ship would speak back. MORE
Over the last decade, journey maps have transformed from obscure design artifacts to common customer experience tools. And they’re not just for CX professionals anymore. MORE
South by Southwest (SXSW), the annual conglomerate of film, interactive media, and music festivals in Austin, Texas, continues to amaze its attendees. This year, the ReviewTrackers team once again conquered SXSW. MORE
Narrowing down to a handful of posts to round up a year is tough. It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! MORE
In the last decade, many brands have used customer experience processes and perspectives to complete corporate turnarounds and experience make-overs. Some have seen their fortunes rise. Some have even stayed at elevated levels. They all use the six customer experience pillars. MORE
Have you ever had to deal with a customer who was really angry? While most days aren’t perfect, if generally takes a lot for us to get red-in-the-face angry. Of course there are exceptions to this rule, and some people are just plain nasty. MORE
Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Using analysis techniques for CX programs allows data to be transformed into information and knowledge. MORE
In a recent post, I tackled the common question of which journey(s) an organization should map. But equally important is the question of which persona should be associated with that map. Before I go any further, let me make this point clear: EVERY JOURNEY MAP NEEDS AN ASSOCIATED PERSONA. Why is this? MORE
Image courtesy of Corporate Traveller Are you challenged at developing lasting relationships with your customers? I was recently sent a copy of KPMG Nunwood's report titled B2B Customer Experience: Winning the Moments That Matter. MORE
When I work with clients, I always set up a “customer room,” which is another way of thinking about customer experience labs. I’ve written about this idea a few times , including in Chief Customer Officer 2.0. MORE
“In the old world, you devoted 30% of your time to building a great service and 70% of your time to shouting about it. In the new world, that inverts.” ” – Jeff Bezos CEO of Amazon. Customers expect top-notch service, with no patience or loyalty for companies that don’t provide it. MORE
Menus can tell you a lot about a restaurant. Some menus have limited choices; some have way too many. Some have language like “no substitutions,” “salad bar extra,” or “breakfast only served until 10:30 a.m.”. MORE
Guest Post by Michael Becker, content strategist at Sharpen. Better customer experiences equal happier customers. And happier customers are what carries business forward. They buy more, buy more often, and share their experiences with others. MORE
I’ve been so fortunate to work with some really great people. Many of these were clients who were charged with leading customer experience change within large companies. There are so many challenges in these positions. MORE
It may seem outrageous to those in the customer service business, but the answer is most definitely “no.” Nowhere in the call center industry is this more evident than in insurance claims support scenarios. MORE
Like customers, customer service experts come from a wide range of backgrounds, each with their own unique perspective and take on the industry. MORE
Could a social media customer service crisis happen to your company? Here are some tips for managing one. The post Handling a Social Media Customer Service Crisis appeared first on Who's Your Gladys? MORE
Customer centricity is the idea that organizations should not only serve their customers, but also get “close to them” — understand what they value, deliver exceptional experiences and memories, and work to build relationships. MORE
Two-thirds of CMOs are now on the hook for improving customer experience (CX). Despite all the recent buzz about CX becoming a bigger part of the marketing function, however, CMOs have yet to really step up to the plate. MORE
Today, digital innovations have sparked a transformation in the rules of customer engagement, a new age of customer service being driven by the customers, themselves. MORE
I wrote a few weeks ago about how good CX is tied to revenue gains. I firmly believe that and preach it to all my clients and anyone I ever work with. MORE
We already know most people hate calling tech support and even in basic customer service scenarios, consumers prefer to use self-serve options over contacting a customer service agent directly. MORE
Social media: a platform that allows consumers to say anything they like about a brand – and broadcast that message to the world. When you think about it, it’s not surprising that many businesses consider social media to be one of the dangerous communication channels. 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
I originally wrote today's post for Clicktools. It appeared on their blog on August 29, 2016. Quite simply: without employees, you have no customer experience. The linkage between employee engagement and experience and the customer experience has been proven. It's real, and your employees matter! MORE
Working in customer support can leave you feeling like an unrecognized or unsung hero. Praise is often in short supply and there is a lack of awareness about areas of responsibility and how much work the support team does. MORE
Customer service trends are today driven by the need to meet consumer expectations. However, the evolution of technological innovation together with the shift in the demographics of consumers has led to quickly changing expectations. MORE
Working day after day on the same set of projects and goals can make us a little complacent about what customers really need from us. Too often, we convince ourselves that what happens within our walls doesn’t have a direct impact on the experiences we deliver. MORE
Kayako
JANUARY 5, 2017
“In the old world, you devoted 30% of your time to building a great service and 70% of your time to shouting about it. In the new world, that inverts.” ” – Jeff Bezos CEO of Amazon. Customers expect top-notch service, with no patience or loyalty for companies that don’t provide it.
Vision Critical
JANUARY 13, 2017
Two-thirds of CMOs are now on the hook for improving customer experience (CX). Despite all the recent buzz about CX becoming a bigger part of the marketing function, however, CMOs have yet to really step up to the plate.
Customer Bliss
MARCH 30, 2017
When I work with clients, I always set up a “customer room,” which is another way of thinking about customer experience labs. I’ve written about this idea a few times , including in Chief Customer Officer 2.0.
MaritzCX
APRIL 12, 2017
Customer centricity is the idea that organizations should not only serve their customers, but also get “close to them” — understand what they value, deliver exceptional experiences and memories, and work to build relationships.
Advertisement
Customer support is the most important job in your company, so it pays to hire right
Jacada
MARCH 6, 2017
Today, digital innovations have sparked a transformation in the rules of customer engagement, a new age of customer service being driven by the customers, themselves.
BlueOcean
FEBRUARY 8, 2017
We already know most people hate calling tech support and even in basic customer service scenarios, consumers prefer to use self-serve options over contacting a customer service agent directly.
Who's Your Gladys?
APRIL 17, 2017
Could a social media customer service crisis happen to your company? Here are some tips for managing one. The post Handling a Social Media Customer Service Crisis appeared first on Who's Your Gladys?
Advertisement
This cheat sheet covers ten fundamentals of customer service to help your business excel.
Kayako
JANUARY 12, 2017
Narrowing down to a handful of posts to round up a year is tough. It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero!
ijgolding
FEBRUARY 6, 2017
Customer Experience is now recognised as a profession – as I am sure many are bored with hearing me repeat over and over again!
Customer Bliss
JANUARY 18, 2017
Guest Post by Michael Becker, content strategist at Sharpen. Better customer experiences equal happier customers. And happier customers are what carries business forward. They buy more, buy more often, and share their experiences with others.
MaritzCX
MAY 18, 2017
Voice input and connected devices are changing how people interact with software and each other, altering our notions of UX Design. If you grew up watching Star Trek you saw Captain Kirk speaking directly to his ship. Not only did he give the ship commands, but the ship would speak back.
Advertisement
Learn how to build, maintain, and sustain an effective results-driven VoC program.
360Connext
APRIL 24, 2017
I’ve been so fortunate to work with some really great people. Many of these were clients who were charged with leading customer experience change within large companies. There are so many challenges in these positions.
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.
Storyminers
MAY 8, 2017
In the last decade, many brands have used customer experience processes and perspectives to complete corporate turnarounds and experience make-overs. Some have seen their fortunes rise. Some have even stayed at elevated levels. They all use the six customer experience pillars.
Wired and Dangerous
MAY 2, 2017
Menus can tell you a lot about a restaurant. Some menus have limited choices; some have way too many. Some have language like “no substitutions,” “salad bar extra,” or “breakfast only served until 10:30 a.m.”.
CX Journey
FEBRUARY 22, 2017
Image courtesy of Corporate Traveller Are you challenged at developing lasting relationships with your customers? I was recently sent a copy of KPMG Nunwood's report titled B2B Customer Experience: Winning the Moments That Matter.
BlueOcean
JANUARY 10, 2017
It may seem outrageous to those in the customer service business, but the answer is most definitely “no.” Nowhere in the call center industry is this more evident than in insurance claims support scenarios.
ReviewTrackers
MARCH 17, 2017
South by Southwest (SXSW), the annual conglomerate of film, interactive media, and music festivals in Austin, Texas, continues to amaze its attendees. This year, the ReviewTrackers team once again conquered SXSW.
Kayako
FEBRUARY 2, 2017
Working in customer support can leave you feeling like an unrecognized or unsung hero. Praise is often in short supply and there is a lack of awareness about areas of responsibility and how much work the support team does.
Advertisement
Tactics for Boosting Engagement and Brand Affinity.
ijgolding
APRIL 4, 2017
There are certain things in life that are indisputable. Money does not grow on trees, is just one example. The earth is round, is another. Additionally, it cannot be denied that we – that is you and I – in fact all people on the planet – are human beings.
Customer Bliss
FEBRUARY 9, 2017
I wrote a few weeks ago about how good CX is tied to revenue gains. I firmly believe that and preach it to all my clients and anyone I ever work with.
MaritzCX
MAY 25, 2017
Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Using analysis techniques for CX programs allows data to be transformed into information and knowledge.
360Connext
JANUARY 5, 2017
Working day after day on the same set of projects and goals can make us a little complacent about what customers really need from us. Too often, we convince ourselves that what happens within our walls doesn’t have a direct impact on the experiences we deliver.
Advertisement
Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.
Kerry Bodine
JANUARY 23, 2017
Over the last decade, journey maps have transformed from obscure design artifacts to common customer experience tools. And they’re not just for CX professionals anymore.
Jacada
MARCH 28, 2017
Customer service trends are today driven by the need to meet consumer expectations. However, the evolution of technological innovation together with the shift in the demographics of consumers has led to quickly changing expectations.
NewVoiceMedia
JANUARY 3, 2017
Social media: a platform that allows consumers to say anything they like about a brand – and broadcast that message to the world. When you think about it, it’s not surprising that many businesses consider social media to be one of the dangerous communication channels.
CX Journey
MAY 24, 2017
I originally wrote today's post for Clicktools. It appeared on their blog on August 29, 2016. Quite simply: without employees, you have no customer experience. The linkage between employee engagement and experience and the customer experience has been proven. It's real, and your employees matter!
Advertisement
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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