Improve Customer Experience with the Help of These 4 Teams


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.

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


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.

The importance of customer culture – an interview with Chris Brown


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.

Speed is Leading Indicator of Great Customer Experiences, No Matter the Channel


When it comes to delivering exceptional customer experiences, true omnichannel service and quick resolution go hand-in-hand.

Best Practice Webinar: Conquering Attrition in the Contact Center

3 Imperatives to Engage and Retain Employees. Your frontline employees make or break your customer experience. Yet, attrition can mean delivering customer service with fewer and less-tenured employees, directly affecting your quality of service and forcing you to rethink your customer experience strategy. Join industry expert Lori Bocklund and Genesys experts to examine the root causes of contact center turnover. Learn how to conquer attrition with a hyper-focus on these key areas: Increase focus on coaching and development. Become more strategic in hiring and training. Discover new ways to engage your employees. Presented by. Lori Bocklund, President, Strategic Contact Inc. Cameron Smith, Global Director of Solution Strategy, Genesys. Steve Kosiba, Product Marketing Manager, Decisions & WFO, Genesys. March 21st, 2018 11 AM PST, 2 PM EST, 7 PM GMT. This webinar will be presented LIVE in North America! Not sure you have time to join the live session? Register anyway and we'll send you the recording afterward!

More Trending

Bite back at Apple

Helen Dewdney

iPhone maker caught slowing older devices – how to get redress. Apple caught slowing older iPhones. Apple has been caught slowing down older iPhones.

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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!

What is CRM? | Infographic {Guest Post}

Michelli Experience

5 things we learned developing customer personas

Vision Critical

Better customer experiences drive repeat business—but how do you deliver a great experience without knowing your customers first? For many companies, the first step to providing a more seamless and personalized experience at scale is to create customer personas. Vision Critical is no exception.

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


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

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CX Journey™ Musings: Culture is More Than Hiring the Right People

CX Journey

Image courtesy of Pixabay Don't believe everything you read or hear on the Internet. Yea, I know. Your mom probably warned you about that, but I'm just going to reiterate. It's a fact.

4 Ways to Improve Customer Experience in 2018 – guest post from CCW NOLA


In our modern business landscape, especially with the ever-growing presence of social media in our daily lives, providing consistent positive customer experiences has become critical to maintaining a favourable brand reputation.

2018: New Ways Cloud Will Enhance Customer Care


So many companies are enjoying the benefits of having moved their contact centers to the cloud over the past few years. Often companies started with a small deployment in one department and gradually grew that implementation to encompass all the contact center applications in the business.

Customer Experience Transformation in Telecoms

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

A Dozen Crazy Customer Touchpoints Translated


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.

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Study: Greater Responsiveness to Reviews = Higher Ratings


In today’s age of customer reviews and online word-of-mouth, brand reputation is shaped not only by what a business says about itself, but also (and probably mostly) by what its customers are saying online about the business.

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


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.

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The Ten Commandments of Customer Service

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

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.

11 Examples of Exceptional Customer Service From Companies That Walk the Walk


At one point or another, most of us have had an experience with a company that we would classify as exceptional customer service. Maybe it was a pizza restaurant that threw in an extra order of breadsticks to show you that they appreciate your repeat business.

Upgrade Your Customer Support Rep to a Customer Support Professional


The other day I was talking with a gentleman who was as passionate about customer service and experience as I am. He had worked with support centers and we were discussing how important the team in a customer support center is to an organization.

Building an Onboarding and Training Program in Customer Support


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.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

Silos Are For Farmers!

CX Journey

Image courtesy of Pixabay I originally wrote today's post for CallidusCloudCX; it was published on their blog on July 26, 2017. In last July's webinar with CallidusCloudCX, I talked about nine behaviors of CX Losers. There are more than nine, without a doubt!)

Customer unhappiness and how to create it. A masterclass by Emirates


Before I even start this article, I must make it clear that Emirates are not the only airline to make customers unhappy. In fact, they are far from being alone in any industry around the world at creating masterclasses in customer dissatisfaction.

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Reduce Repetition with an Omnichannel Customer Experience


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.

Why Learning CX Will Make You Happy and Successful


Research on everyone from millennials to senior citizens shows how learning is tied to happiness. So those who prioritize picking up new skills (shout out to those learning CX right now!) or just enjoy learning in general, tend to be happier, more satisfied people.

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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.

Whats the Key to a Strong CX Foundation? Be Obsessed with Your Customers

Customer Bliss

Is your company customer obsessed? If not, it should be! Tamar Cohen , Head of US Customer Experience for Zoetis , a leader in animal health services, shares how she led the leadership team in building the company’s CX platform and organization from the grounds up.

16 Popular Review Websites Businesses Should Track


It’s 2018. In all honesty, will you make dinner reservations at a restaurant without checking Yelp or Facebook? Will you book a luxury suite at a hotel without first consulting TripAdvisor?

SalesForce, Hubspot, Zendesk and More — Which Customer Engagement Software is Right for Me?


Out of all the customer engagement software tools that are out there, which one is right for your company? The question is a loaded one. Different companies have different needs, and a very diverse number of customer engagement tools are waiting to fill those needs.

Is Your Social Customer Service Already Stellar?


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).

5 Customer Satisfaction Templates You Can Use Right Away

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