2017

Customer Service Trends 2017: An Effortless Customer Experience is Vital for Loyalty

Kayako

“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.

Trends 139

How 6 marketing leaders plan to improve customer experience

Vision Critical

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.

Trending Sources

Customer Experience Labs: Your Strategic Weapon

Customer Bliss

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.

Customer-to-Employee Recognition: A Revolutionary Approach to Engagement

MaritzCX

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.

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

Increasing the Efficiency of Digital Customer Service

Jacada

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.

Can You Train Contact Center Agents in Empathy?

BlueOcean

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.

Handling a Social Media Customer Service Crisis

Who's Your Gladys?

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?

How U.S. Bank Successfully Keeps Track of Reviews

ReviewTrackers

The Ten Commandments of Customer Service

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

14 Articles to Help You Deliver Flawless Customer Experiences in 2017

Kayako

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!

Customer Journey Management – it’s not just about the mapping!

ijgolding

Customer Experience is now recognised as a profession – as I am sure many are bored with hearing me repeat over and over again!

What Makes Customers Unhappy? Avoid These 3 Pitfalls

Customer Bliss

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.

How Voice Interaction and the Internet of Things are Changing User Experience

MaritzCX

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.

What Makes a Successful Voice of the Customer Program

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

What Makes a Successful Customer Experience Leader?

360Connext

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.

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.

The Value Of Experience Design Improvement Is On The Rise

Storyminers

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.

What’s on Your Service Menu?

Wired and Dangerous

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.”.

How to Build Great Customer Journeys

Make Each Touchpoint a Meaningful Experience

Customer Relationships and Moments That Matter

CX Journey

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.

Is the Customer Really Always Right?

BlueOcean

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.

The Top Trends in Technology at SXSW

ReviewTrackers

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.

Is Emotional Intelligence Key To Outstanding Customer Service?

Kayako

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.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

The Human Experience (HX) – the result of all other experiences

ijgolding

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 on the positive ties between good CX and revenue

Customer Bliss

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.

Report 108

5 Methodologies to Kick-Start Your CX Program

MaritzCX

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.

eBook 93

3 Powerful No-Sweat Customer Experience Quick Fixes

360Connext

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.

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.

2017: The Year Of The Journey

Kerry Bodine

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.

Top 5 Customer Service Expectations in 2017

Jacada

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.

The social media dilemma: how to get the most dangerous customer service channel right

NewVoiceMedia

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.

How to Engage Employees in Your Customer Experience Strategy

CX Journey

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!

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.