Mon.Dec 09, 2019

The Happiness Advantage by Shawn Achor (a One Win Book Review)

Customers That Stick

In this One Win Book Review, we take a look at The Happiness Advantage by Shawn Achor. Check out the video below to hear Adam’s one win that you can take away from The Happiness Advantage to improve your organization’s customer experience and customer service.

5 Top Customer Service Articles for the Week of December 9, 2019


Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

Mobile App for eCommerce Store — Even More Customers, Sales, and Profits

CSM Magazine

In 2019, it is important for your eCommerce store to have a mobile app for iOS and Android. If you don’t, you’ll lose to your competitors.


7 Things You Have to Get Right with Your Telephone Customer Experience

Myra Golden

This is the 7-point call strategy I use when my work is to improve the telephone customer experience in a call center. The lead-in , step 1, gets calls started on a positive note. Steps 2-6 are how to handle the body of the call in a friendly and warm way.


How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

Why Storytelling Confidence grows Your Professional Credibility

One Millimeter Mindset

Developing storytelling confidence moves you one millimeter forward, beyond remaining professionally comfortable. Embracing not only the risk, but also the opportunity, of connecting your stories to other people’s stories.


More Trending

Exploring the World of Customer Service – An Interview with John Dijulius


Don’t make excuses about why your customer service isn’t world-class. Today Survey Sparrow had the opportunity to chat with John Dijulius, a US customer service expert who is redefining the rules of the game.

Budget or Bougie? Examining Airline Industry Trends For 2020

Brandwatch CX

Consumer Trends 2020 Uncategorized

Did science and soft skills save CX from stagnation in 2019?


Loyalty Did science & soft skills save CX from stagnation

5 CX Optimization Tips for the Instant Gratification Age

Smarter CX

This is a preview of the ebook “3 Customer Experience Essentials for Today’s Shoppers – And How to Thrive in the Experience Economy” For retailers wondering how to achieve CX optimization for the Q4 holidays and beyond, a few words come to mind: transparent , convenient , and custom. We’re in an era of shopping where technology and access to information has shifted power to consumers in an unprecedented way.


How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

Landing – and Expanding – Qualtrics in Singapore: Karn’s Story of an Enterprise Sales Career at Qualtrics


At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Karn’s “Why Qualtrics” story. I have to say my life at Qualtrics has been anything but dull.


The One-Sentence Business Case For Customer Experience

Forrester's Customer Insights

Recently I wrote a post arguing that $ is the one CX metric that matters to executives. The obvious conclusion: You need to design your CX measurement program to track and report $. If you haven’t done that already you should jump on it today.