Thu.Apr 27, 2017

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Measuring Customer Loyalty Shouldn’t Be Difficult


Which survey will measure customer loyalty and show us who our best customers are and those at risk of churn? Customer surveys that measure advocacy, satisfaction, and effort don’t give us the insights we need.

Will omnichannel someday die out because of Big Data?

Customer Bliss

After a few days and posts covering the United Airlines incident, I want to briefly turn attention to omnichannel. You probably know what omnichannel means, but a quick definition is always helpful. It refers to the various touch points by which a business/organization can reach a customer.

ResponseTek CEO Syed Hasan moderates Vancouver Entrepreneur Forum’s Panel on Customer Experience


It was a night of energetic discussion on the merits and importance of customer experience in Vancouver on Tuesday night. Hosted by the Vancouver Entrepreneur Forum and moderated by Syed Hasan, CEO of Responsetek, the panel consisted of local business leaders and CX practitioners: James Thomas – CMO, Allocadia. Matt Dion – CEO, Shevy Levy – CEO, Lambda Learning Solutions Maura Rodgers – Serial Entrepreneur.


Customer Engagement Strategies and Networking


Earlier this week Verint took part in the. Customer Contact East: Frost & Sullivan Executive MindXchange. in Fort Lauderdale, Florida. Primary themes during the conference included: Digital Transformation Is Ushering in an Era of Unprecedented Change.

How to Build Great Customer Journeys

Make Each Touchpoint a Meaningful Experience

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Learn from Wells Fargo


Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience.

The Value of Human Touch in a World of Automation


The age of automation is going to be the age of do it yourself.” — Marshall McLuhan, 1964 I recently had the pleasure of delivering the closing keynote at CXFusion 2017. I spoke to conference attendees about the importance of human touch in an automated world.

4 ways to keep your contact center agents engaged


To the outside observer, advancements in modern technology have diminished the importance of contact agents. The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people.

The Benefits of Proactive Customer Service


When most people think about customer service, it usually means that someone had a problem, contacted your support team, and then you acted to resolve the issue. While this approach is still the most common, the truth is this reactive listening is overrated. Read More. Jacada Blog

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

Podcast: A Little Praise Goes a Long Way, Says Shawn Achor


Employees who are sincerely happy almost always provide a better customer experience. But what can companies do to make a meaningful difference in how employees feel about their work?


5 Ways To Create A Powerful Cohesive Team

CSM Magazine

Bill Hogg looks at the specific thought processes that a leader uses to transform a team from average to awesome—into one cohesive, highly motivated team who are willing to go the extra mile to meet objectives. Tell Them Why.

The Starting Point for Improvement

Waypoint Group

(I’m proud to publish this week’s Customer Engagement insights from Mike Roberts, President of Xaasegy and leader in helping B2B companies drive growth from customer success strategies.) Ever had one of those ‘Interstellar’ moments when you seem to be looking in from a parallel universe?

B2B 1

Lose the Customer’s Confidence and You Lose the Customer

CSM Magazine

Following a poor customer service experience with his bank, Shep Hyken discusses the importance of customer confidence. My wife and I were on the phone with our bank.

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.

How Important is Customer Service in Travel and Tourism?


As the winter slips away and the days start getting longer and warmer, your customers start thinking about summer. Whether their ideal destination involves discovering the back streets of a new city, or sipping a cocktail by the pool, ‘Are you going away this year?’ is the first question on everyone’s lips this time of year.

What’s Your NPS? A Quick Guide to the Net Promoter Score

CSM Magazine

Analysis shows companies that achieve long-term profitable growth have Net Promoter Scores two times higher than the average company. Learn more about the NPS system in this quick guide.

Peter Lavers Featured on “Next Level” Branding Podcast

Peter Lavers

Peter met Nat Schooler at the recent IBM Amplify conference, which has led to him being interviewed for this series of podcasts, which covers the subject of how to “Accelerate Your Marketing, Branding and Career Success”. Please click here to read a summary and listen in to the first part of the interview, or go to: [link]. The post Peter Lavers Featured on “Next Level” Branding Podcast appeared first on Think CX. Latest Thinking Leadership Marketing brand branding marketing success