Customer Service Trends 2017: An Effortless Customer Experience is Vital for Loyalty
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.
Customer Journey Management – it’s not just about the mapping!
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!
How 6 marketing leaders plan to improve customer experience
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 Experience Labs: Your Strategic Weapon
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.
How to Build Great Customer Journeys
Make Each Touchpoint a Meaningful Experience
Customer-to-Employee Recognition: A Revolutionary Approach to Engagement
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.
Handling a Social Media Customer Service Crisis
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?
Can You Train Contact Center Agents in Empathy?
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.
How U.S. Bank Successfully Keeps Track of Reviews
FEBRUARY 23, 2017
5 Things You Can Do to Make Your Customer Experience Stickier
Tactics for Boosting Engagement and Brand Affinity.
Increasing the Efficiency of Digital Customer Service
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.
14 Articles to Help You Deliver Flawless Customer Experiences in 2017
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!
The Human Experience (HX) – the result of all other experiences
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.
Customer Relationships and Moments That Matter
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.
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.
More on the positive ties between good CX and revenue
FEBRUARY 9, 2017
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.
3 Powerful No-Sweat Customer Experience Quick Fixes
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.
2017: The Year Of The Journey
JANUARY 23, 2017
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.
Could Employees Be Your Most Important Customer Segment?
FEBRUARY 27, 2017
We hear a lot about treating employees as you would your best customers. There is a wealth of research pointing out the benefits of a happy and engaged workforce in creating a great client experience and leading to improved business results.
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.
Innovative Service Requires Character!
Wired and Dangerous
JANUARY 10, 2017
“Would your work practices change if your son or daughter was watching you in order to learn life lessons?” my business partner, John Patterson asked a group of senior leaders.
Is the Customer Really Always Right?
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.
The Top Trends in Technology at SXSW
MARCH 17, 2017
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.
Digital Engagement on the Voice Channel
MARCH 17, 2017
Jacada is dramatically improving the experience of customer service at contact centers around the world. By providing the option to pivot an inbound call to a digital session, customers are able to bypass long hold times and effectively self-service their inquiry.
5 Customer Satisfaction Templates You Can Use Right Away
Begin or improve your customer satisfaction program with these 5 ready to use templates.
Building a Culture of Customer Care Isn’t Easy
APRIL 11, 2017
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.
The Role of Digital in Customer Experience, by Sandeep Kuvvarapu
MARCH 22, 2017
The customer has always been at the heart of every business, be it a street vendor selling hot dogs or a multi-national firm selling a wide range of products.
The social media dilemma: how to get the most dangerous customer service channel right
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.
What Makes Customers Unhappy? Avoid These 3 Pitfalls
JANUARY 18, 2017
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.
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?
How to Make Customer Experience Magic with Co-Creation Sessions (part 1)
JANUARY 11, 2017
Are you looking for ideas to help improve the experience you’re delivering to customers? Customers are often full of great ideas, but they’re waiting for you to ask! We often focus on the negative feedback we get from customers.
Creating the ultimate fan experience in a $1.5 billion stadium: Tips from the Atlanta Falcons and Atlanta United FC
JANUARY 26, 2017
Photo credit: Streeter Lecka / Getty Images. It’s shaping up to be a big year for the Atlanta Falcons. After beating the Green Bay Packers in the NFC championship, the team is set to face off with the New England Patriots in Super Bowl 51 in Houston on February 5. .
2017 MaritzCX Auto Summit – Las Vegas
APRIL 21, 2017
This year’s MaritzCX Auto Summit participants went full throttle at the Las Vegas Motor Speedway. CX leaders from the industry’s top automotive manufacturers went lightning fast down the straight-away’s and tightly hugged corners in some of the fastest, most exciting cars in the world.