2017

Are You Ready For The Digital Transformation?

MaritzCX

What is Digital Transformation? Where do your organization’s digital efforts stand? Are you doing all you can to differentiate yourself from your competitors? Are you truly positioned to innovate within your industry?

The Best CX Leaders ROCK at These 3 Things

360Connext

For those of us who’ve studied CX for decades, seeing it featured as a “new topic” is a little jarring. It seems every business article now mentions the customer’s journey as if that’s a new revelation. The journey is just as important as the product!” Who knew!?)

How To 150

Trending Sources

Customer Effort: How to Make Things Difficult for Customers, by Premier Inn

ijgolding

This is the not the first article I have written about the subject of Customer Effort. In 2014, I wrote a story that still makes me break out in a cold sweat today. On that occasion, Vauxhall provided the case study to bring Customer Experience ‘theory’ to life. You can read the story here….

Hotels 143

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.

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The New Standard: Why Employee Obsession Matters

We often hear about putting the customer first, or the famous saying: the customer’s always right. But at TaskUs, we put the employee before our customers and before our shareholders. Read our eBook to learn more about why we focus on the employee experience.

More Trending

The Do’s and Don’ts of Customer Experience Management

Jacada

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

CEM 108

Improving the Respondent Experience

CX Journey

Image courtesy of Pixabay I originally wrote today's post for CallidusCloudCX. It appeared on their blog on March 24, 2017. There's a lot of talk about improving the customer experience.

How Mobile is Transforming the Customer Experience

ReviewTrackers

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.

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.

Customer Experience Transformation in Telecoms

Transforming CX: Critical success factors mobile operators are looking for.

A Moment of Truth in 47b

MaritzCX

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.

3 Ways to Win Big When Customers Are Furious

360Connext

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.

NetCNS: a crucial new metric to maximise your competitive edge, by Stephen Hewett

ijgolding

The whole idea of the Net Promoter Score (NPS) is based around asking customers the question ‘How likely is it that you would recommend our company/product/service to a friend or colleague?’ and proposing to them a variety of response options based on a zero to ten scale.

How to Be 2 Steps Ahead in Anticipating Your Customer Needs

Kayako

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.

How To 114

The Ten Commandments of Customer Service

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

How Cadillac drives customer centricity in the luxury market

Vision Critical

Cadillac is a brand that needs no introduction. It is an iconic company—a larger-than-life brand that people associate with luxury. But Cadillac’s legacy is also its biggest challenge. When consumers think of the future, they don’t necessarily think of Cadillac.

Yes, good CX is tied to revenue gains

Customer Bliss

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.

Top 20 Customer Service Experts to Follow on Twitter Right Now

Comm100

Like customers, customer service experts come from a wide range of backgrounds, each with their own unique perspective and take on the industry.

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.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

7 Pillars of a Strong Culture

CX Journey

Image courtesy of Pixabay Culture is best defined as "values plus behavior" and is often described as "how employees act when no one is looking." Culture is such an important part of your business. It's really the foundation of the organization.

Why Businesses Need Social Media

ReviewTrackers

This article was written by Kristen Herhold. Kristen is a content writer and marketer at Clutch , a B2B research firm in the heart of Washington, D.C. Connect with her on LinkedIn , or reach out with any questions, comments, or concerns at kristen@clutch.co or 202-840-6690.

Do All Your Touch Points Need to be Perfect?

Steve DiGioia

or, does allowing a little "customer pain" actually help? This original article was written by Steve DiGioia.

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.

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.

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.

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!

Building a Culture of Customer Care Isn’t Easy

Kayako

This is a guest post by Mary Grace. She will guide you through why customer care is so important and how teams can feel empowered to help their customers. You love doing everything that you can for your customers.

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?

5 Customer Satisfaction Templates You Can Use Right Away

Begin or improve your customer satisfaction program with these 5 ready to use templates.

Candidate experience is also customer experience

Customer Bliss

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.

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.

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.

Breaking down silos in the multichannel contact center

Calabrio

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.

Customer Experience Strategy: How to Measure the Immeasurable

Take a second to reflect on the brands you love. How do you go about creating an awesome customer experience strategy that works for your own customers?