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
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
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
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
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
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
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
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
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
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
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
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
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
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
please use the correct words This original article was written by Steve DiGioia. Respect. We all want it, need it and deserve it. But when we use words that have “no meaning” we carelessly speak with disrespect to our customers. Why do we continually refer to “everyone” as a guy? 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
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
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.
Kerry Bodine
JULY 11, 2017
Half an hour after the first round of introductions and ice breakers, our customer journey mapping workshop was in full swing.
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New ways of discovering and applying customer insights
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.
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.
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?
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Customer support is the most important job in your company, so it pays to hire right
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!
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.
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.
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.
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This cheat sheet covers ten fundamentals of customer service to help your business excel.
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.
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.
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!
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
Learn how to build, maintain, and sustain an effective results-driven VoC program.
Steve DiGioia
JULY 17, 2017
please use the correct words This original article was written by Steve DiGioia. Respect. We all want it, need it and deserve it. But when we use words that have “no meaning” we carelessly speak with disrespect to our customers. Why do we continually refer to “everyone” as a guy?
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.
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
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.
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.
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?
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
Tactics for Boosting Engagement and Brand Affinity.
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.
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.
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.
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.
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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.
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