2018

Improve Customer Experience with the Help of These 4 Teams

Kayako

When we talk about customer experience, many of us think about support. We think about the touchpoints between customer and business when the customer needs help buying or using a product. These interactions make up part of the customer experience, but not all of it.

You’ve Got Data? Well Don’t Start There!

C3Centricity

Did the title about data make you curious? Great! Of course, in today’s data-rich environment I’m not really suggesting that you actually ignore it!

Data 322

How to Create the Perfect Customer Satisfaction Survey: Questions, Tips & Templates

Comm100

Running a successful business requires more than just a great product — it also means that you need to please your customers and ensure their satisfaction. However, knowing whether or not you are delivering service that meets their expectations can be difficult if you don’t reach out to them.

Uncovering the “why” delivers higher research ROI for CX leaders

Vision Critical

Note: This article is part of our ROI Matters series , which explores the value of research ROI to C-suite executives and leaders in product innovation , customer experience, marketing and customer insight. . It’s not enough to treat the symptoms of an illness—you need to understand the cause.

ROI 271

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.

More Trending

What's in Your #CX Budget?

CX Journey

Image courtesy of Pixabay What's in your customer experience strategy budget? Traditionally, customer experience professionals have no budget.

Are Moments of Truth Really Worth All The Fuss?

Steve DiGioia

how a single interaction can ruin the entire customer experience This original article was written by Steve DiGioia.

Poor Customer Experiences Cost You Money - Transforming the Customer Experience

Kristina Evey

Service After the Sale Matters. How many customers did you lose today? It may be a hard question to answer. The answer may lie in the question – How many poor experiences did your customers encounter today while working with your company?

The importance of customer culture – an interview with Chris Brown

ijgolding

This year, Ian Golding (that’s me), will officially become the author of a book. A lifetimes ambition, I am beyond excited!! However, I would never have got to the point of being on the brink of achieving my ambition without the support of many people.

Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences

Kayako

At Kayako, we do our best to understand not just our customers’ needs, but their customers’ needs, as well.

Trends 230

Is it Time to Do Away with Market Research Departments?

C3Centricity

What’s your gut response to the title question about eliminating Market Research Departments? It depends? I am probably in the third camp. No, if it is a department that integrates and analyses information from multiple sources, and then delivers actionable insights and recommendations.

Complaining Customers Are Your Best Customers. But Why?

Comm100

Introduction. If you work in customer service, chances are you know the signs of a complaining customer. You might recognize them by their pointed tones, their defensive, often raised voices (over email or live chat, this may present itself as all caps writing), and their creative use of insults.

For CMOs who want to keep their jobs, customer experience is job one: Report

Vision Critical

Chief marketing officers take note: If there’s one thing you want to excel at in your next annual performance review, it’s customer experience. .

Report 193

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

What Is Voice Of The Customer (VoC) And How To Capture It

inContact

Voice of the Customer (VOC) is the entirety of a customer’s expectations, experiences, and feedback from on-boarding through to successful implementation and beyond.

How To 235

Bad Feedback Is the Best Feedback. Are You Listening For It?

360Connext

As an employer, you need to provide oodles of feedback to employees to ensure they know what they’re doing, what they’re supposed to be doing, what they’re doing well and what they could be doing better.

Take These 3 Actions to Prevent Customer Experience Implosion

Customer Bliss

Customer Experience implementation within an organization is a major undertaking. It often involves multiple departments, and of course, the organization’s leaders and C-Suite.

Get The Ball Rolling – Motivating Staff After The Holidays

BlueOcean

It was the most wonderful time of the year and although some staff members are ready to get back into action straight away for the new year, some staff members need a little nudge.

Customer Experience Transformation in Telecoms

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

Do You Have H.E.A.R.T. and Do You Use It Every Day?

Steve DiGioia

This original article was written by Steve DiGioia. Those of us in the customer service industry have much to deal with. Payroll, purchases, inventory, market share, etc. take a lion’s share of our daily tasks. But, there’s one thing I left out: the customers.

Customer Experience Is All That Matters

Solvvy

The post Customer Experience Is All That Matters appeared first on Solvvy

Are You a Customer Forensics Specialist?

Wired and Dangerous

DNA had been a star in recent years. TV shows make it the centerpiece of crime solving programs; the news media throw the label around like they might WMD’s or TSA. DNA is a nucleic acid that contains the genetic instructions used in the development and functioning of all known living organisms.

Building an Onboarding and Training Program in Customer Support

Kayako

There are so many different ways to onboard new employees with a training program. It can be hard to know which way to start, especially if it’s your first time.

The Ten Commandments of Customer Service

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

What a Customer First Strategy Is (And what it’s not!)

C3Centricity

Everyone is talking about customer first strategies and why they are important. However walking the talk is a different matter! An interesting article on NewMR by Ray Poynter prompted this post.

It’s All About The $$$ – How Much Money Can Chatbots Actually Save You?

Comm100

Source: Alex Knight. It’s hard to remember a time when Chatbots weren’t a hot (albeit, polarizing) topic in the customer service and tech industries.

ROI 173

How BuzzFeed, Stanley Black & Decker and Group Nine Media are creating insight-driven businesses

Vision Critical

It was the second annual CX and the City event in New York City from Vision Critical , and I spent most of the day holding my breath hoping that the storm would pass. But despite the dark-and-gloomy weather, the evening was a success.

Groups 170

Reduce Repetition with an Omnichannel Customer Experience

inContact

Watch first-hand how the customer experience differs for customers using a traditional, multi-channel routing customer service solution, compared to a true omnichannel customer experience in this video.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

A Dozen Crazy Customer Touchpoints Translated

360Connext

No matter what language they speak, there’s typically a barrier between the language brands use internally and the language customers use while trying to get something done. Yet it really isn’t what they hear, but how it makes them feel and what it makes them want to do next.

The Importance of Simplicity in Customer Experience

Customer Bliss

This is a guest post written by Ricardo Saltz Gulko. Ricardo is on the international advisory committee of the Customer Experience Professionals Association and a thought leader in the CXUniversity. I don’t think anyone would argue that being a CCO is a hard job.

B2B 238

Is Your Social Customer Service Already Stellar?

BlueOcean

If you answered the headline with a yes – give yourself a major pat on the back. You are out there setting the standard for others to follow (And please, get in touch so we can get you signed on for a guest blog spot).

How to Tell if Your Favorite Brand Monitors Social Media

Steve DiGioia

This original article was written by Steve DiGioia. Do you reach out on social media to the businesses you purchase from? If not, why not? Your Facebook or Twitter account provides an opportunity to let them know how happy you are with their product – or not!

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.