Customer Experience is now recognised as a profession – as I am sure many are bored with hearing me repeat over and over again! MORE
So many companies are talking about customer experience (CX). They’re putting it at the top of the corporate agenda. They’re creating new positions within their organizations and hiring customer experience representatives. They’re making CX software part of their investment priority. MORE
I’m always curious about what makes leaders of customer experience and transformation projects invest in what’s new. Oracle , in its recent “ CX FACTOR PROGRAM ” has done much of that research for me (and for you). 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
A question I get sometimes: “Of course we want to value customers, but is doing so definitely tied to revenue?” ” The answer is unequivocally yes. I’ve been talking about this for years, as have many of my colleagues, professional acquaintances, and friends. MORE
I have said this over the years, and recently, several of my podcast guests have also discussed it: there is an ever-increasing need to think of employees as customers as well, i.e. internal customers. 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
The customer experience manager is key to delivering the kind of service offering that can truly differentiate an organization. Here are some of the most important things that a CEM should (and should not) do. Read More. Jacada Blog MORE
This is a guest post from our friends over at FieldBoom. Josh Brown will walk you through ways to analyze your customers and their needs. Consistently exceeding expectations is what any entrepreneur or startup should aim for to increase customer bookings and enjoy growth. MORE
These days, it’s hard to imagine how we ever got along without smartphones. Calculators, road maps, databases, photo albums, and even credit cards can all live in a single space the size of our hand. 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
“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
Half an hour after the first round of introductions and ice breakers, our customer journey mapping workshop was in full swing. MORE
Whenever we conduct one of our open enrollment journey mapping workshops , we start by asking attendees to list three words that describe their current feelings toward journey mapping. As you can see above, the top two responses are curious and excited. But overwhelmed is a close third. 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
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
or, does allowing a little "customer pain" actually help? This original article was written by Steve DiGioia. 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
Let’s talk about silos for a second. The concept of silos is so pervasive in business that I don’t even need to define what they are for you — there’s nearly a 100 percent chance you already know. And, to be honest, they’ve been around for years. 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
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
Recently, I was traveling from Frankfurt, Germany to Washington DC on a major airline. As I boarded the plane and took my seat (47B), the flight attendant was broadcasting a welcome message and bragging that this was a “new” state of the art passenger jet, the most advanced aircraft on the planet. 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
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
One of the most confounding challenges for modern contact center leaders is reporting on any performance metric that requires information from more than one system or application, each of which is a self-contained silo of data. 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
MaritzCX
AUGUST 24, 2017
Recently, I was traveling from Frankfurt, Germany to Washington DC on a major airline. As I boarded the plane and took my seat (47B), the flight attendant was broadcasting a welcome message and bragging that this was a “new” state of the art passenger jet, the most advanced aircraft on the planet.
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.
Storyminers
AUGUST 28, 2017
I’m always curious about what makes leaders of customer experience and transformation projects invest in what’s new. Oracle , in its recent “ CX FACTOR PROGRAM ” has done much of that research for me (and for you).
Advertisement
New ways of discovering and applying customer insights
Customer Bliss
JANUARY 31, 2017
A question I get sometimes: “Of course we want to value customers, but is doing so definitely tied to revenue?” ” The answer is unequivocally yes. I’ve been talking about this for years, as have many of my colleagues, professional acquaintances, and friends.
360Connext
APRIL 17, 2017
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.
ReviewTrackers
JULY 17, 2017
These days, it’s hard to imagine how we ever got along without smartphones. Calculators, road maps, databases, photo albums, and even credit cards can all live in a single space the size of our hand.
Comm100
MARCH 8, 2017
Like customers, customer service experts come from a wide range of backgrounds, each with their own unique perspective and take on the industry.
Advertisement
Customer support is the most important job in your company, so it pays to hire right
Calabrio
APRIL 25, 2017
One of the most confounding challenges for modern contact center leaders is reporting on any performance metric that requires information from more than one system or application, each of which is a self-contained silo of data.
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.
Kayako
MAY 11, 2017
This is a guest post from our friends over at FieldBoom. Josh Brown will walk you through ways to analyze your customers and their needs. Consistently exceeding expectations is what any entrepreneur or startup should aim for to increase customer bookings and enjoy growth.
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.
Advertisement
This cheat sheet covers ten fundamentals of customer service to help your business excel.
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?
Kerry Bodine
JULY 10, 2017
Whenever we conduct one of our open enrollment journey mapping workshops , we start by asking attendees to list three words that describe their current feelings toward journey mapping. As you can see above, the top two responses are curious and excited. But overwhelmed is a close third.
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.
Customer Bliss
JULY 6, 2017
Let’s talk about silos for a second. The concept of silos is so pervasive in business that I don’t even need to define what they are for you — there’s nearly a 100 percent chance you already know. And, to be honest, they’ve been around for years.
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.
ReviewTrackers
MARCH 20, 2017
So many companies are talking about customer experience (CX). They’re putting it at the top of the corporate agenda. They’re creating new positions within their organizations and hiring customer experience representatives. They’re making CX software part of their investment priority.
Steve DiGioia
JULY 3, 2017
or, does allowing a little "customer pain" actually help? This original article was written by Steve DiGioia.
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!
Advertisement
Tactics for Boosting Engagement and Brand Affinity.
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.
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!
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.
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.”.
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
JUNE 13, 2017
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?
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.
Customer Bliss
AUGUST 24, 2017
I have said this over the years, and recently, several of my podcast guests have also discussed it: there is an ever-increasing need to think of employees as customers as well, i.e. internal customers.
INDUSTRY INSIGHTS YOUR PEERS ARE READING
127 
Let's personalize your content