Trending Articles

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


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.

Embrace Tenure Diversity in Your Contact Center


Contact centers should be comprised of new agents as well as agents with experience in the role. Embracing tenure diversity in the contact center provides new opportunities on all fronts, for new agents as well as those hitting anniversary milestones. Benefits of long-tenured employees.

Reflecting on the Starbucks Situation: Check Your Bias at the Door

Customer Bliss

In light of the recent Starbucks incident that occurred in Philadelphia, when a store manager called the police on two black men for trespassing , I thought it relevant and important to talk about unconscious bias, and its impact on customer and employee experiences.

7 Great Examples of Help Centers We Love


The online services that we use today are generally very reliable. When you want to watch something on Netflix or YouTube, you can be sure that 99% of the time, the service will be accessible. However, it is inevitable that something will go wrong at some point.

Getting to Iconic – How leading brands balance technology and human talent to deliver exceptional CX

The world’s most influential and customer-centric firms lead with technology, but do not let technology lead their customer relationships. Iconic firms – as such firms are labelled – recognize that providing exceptional customer experience is a key driver of increased revenue and brand loyalty. Register now to learn what strategies differentiate an iconic firm from other businesses

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How To Keep Your Customer Workshops On Track

Kerry Bodine

A face-to-face workshop with your employees and your customers can be an organization-changing experience. But getting in a room with customers isn’t all roses. Leaders who are new to the customer workshop approach are usually apprehensive about three things: “No one will want to come!”

Drive High-Value Customer Experience Programs


Combine CX Technology and Services that Invest in Four Key Areas Organizations that run enterprise CX programs have a critical need to drive high value and high return, meaning your CX team must translate every response, dashboard, and case into lifetime value and customer loyalty.

How To Capitalize On Customer Feedback


One often overlooked aspect of customer service is sourcing customer feedback. What many managers don’t understand is that customers are often willing to give feedback to brands they have done business with and some, in fact, are eager to do so!

The Starbucks Experience | Challenges and Opportunities in Philadelphia

Michelli Experience

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.

8 irrefutable reasons why customer experience is important for growth

Customer Guru

With the competition in the markets intensifying, it has become increasingly tough for a brand to differentiate itself from its competitors. However, there is a solution to this conundrum too.

5 service expectations that brands aren't meeting


Today’s consumer has become more demanding. They not only want high-quality products, but they also expect high-quality customer service. However, new research has revealed that under-investment in contact centre infastructure is harming customer service. NewVoiceMedia recently partnered with the market research firm Opinion Matters to analyse survey responses from 1,000 contact centre professionals who use customer relationship management (CRM) systems.

Dishonest Design Comparisons: Giving Enterprise Designers a Fair Shake


Reading Time: 3 minutes The most dishonest meme in all of design is the “Your Companies App” labeling a clunky digital interface with tons of buttons and that of Google with just a search bar and Apple with just a button.

The Opportunity Cost of Delivering an Average Customer Experience


The post The Opportunity Cost of Delivering an Average Customer Experience appeared first on Solvvy

Get the Stats- Don’t Become a Tragic Customer Experience Statistic

The results are in: only 2% of customers prefer chatbots. Yet 66% of businesses plan to use a chatbot this year, with the intention to improve customer satisfaction. Are you surprised? If so, you’re not alone. Understanding customer expectations is key to your CX strategy. But technology and consumer preferences change so fast. How well do you really know what your customers want?

AI Helps Marketers Target The Right Customers, Across The Right Channels And Content At Scale


There’s a sense of urgency in Asia to capitalize on AI, not only to compete but to lead globally. Appier, established six years ago in Taiwan, is one of these firms.

B2B Journey Mapping Best Practice: Follow Up

Heart of the Customer

B2B journeys are different from those of consumers. Consumer relationships are often anonymous – how many Coke customers have ever met somebody from the company? As ironic as it sounds, business relationships are much more personal. I’ve never met anybody from most of my consumer relationships.

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CX Journey™ Musings: A Trojan Mouse and Your #CX Strategy

CX Journey

Image courtesy of Pixabay Are you challenged in your efforts to implement organization-wide changes to improve your culture, the employee experience, and the customer experience. Have you considered how a Trojan Mouse might help you gain traction in these efforts? Trojan Mouse. What is it?

Best Practices To Share Your Product Roadmap With Customers


Deciding how much of your product roadmap - if any - to show your customers can be an area of uncertainty. Your product roadmap is your company’s high-level and strategic goals documented, along with an execution strategy that communicates how you plan on getting there.

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.

Tips and Tools for Conducting Competitor Analysis on Facebook


If you’re looking to improve your business performance on social media, it’s important to know how your competitors are doing and how you’re measuring up against them. Conducting competitor analysis doesn’t have to be hard.

Do Loyalty Programs Really Create Loyalty?


Lately, I’ve been asked about loyalty programs. Any company can create a loyalty program. But, there is some confusion around what exactly a loyalty program is.

Totango’s Adding a “Spark” to Customer Health and Executive Dashboards


We understand your need to get results faster. That’s why we’ve launched Spark – the only goal-oriented customer success platform that accelerates the results of your CS initiatives.

Why Am I Getting So Many Customer Complaints?

Beyond Philosophy

Why are you getting so many complaints? What are the hidden reasons customers complain? How can you identify what the hidden reasons are and reduce the number of complaints you receive? The post Why Am I Getting So Many Customer Complaints? appeared first on. Podcast

How to Create an Exceptional Customer Experience

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

Find Out If Your Support Team Is Outdated


I’ve been thinking a lot lately about Customer Support and its place within an organization, and have come to a conclusion, Customer Support, as it is traditionally seen, is obsolete.

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How to Create a Social Media Marketing Plan


Customers tell stories on social media. Customers tell stories about their experiences with businesses – whether it’s about a restaurant or a bank, customers are going to write how they feel interacting with your brand.

Amazing Business Radio: Patrick Reynolds


Ushering in the Next Evolution of Brand Loyalty and Customer Experience. What does the future of brand loyalty look like?

Why empathy is a key to employee engagement

Provide Support

Did you know that 51 percent of U.S. employees are looking for a new job? Aren’t they satisfied with their salary? Don’t they like their old laptops? Can’t they bear long traveling to and from office? Or maybe their chief isn’t empathetic enough?

Customer Experience Transformation in Telecoms

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

Brilliant People with Brilliant Ideas from Modern Customer Experience

Smarter CX

Brilliant Idea #1: Software to recreate customer advocacy. Would you believe me if I told you the person that broke the world record for longest taxi ride was also a customer experience software genius?

Facebook mistakes: What can we learn?

Beyond Philosophy

Facebook is a glimpse into the future for most businesses. Colin Shaw and Professor Ryan Hamilton discuss the recent controversy and the implications. What can we learn from the Facebook scandal? What are they doing with data? What action should we be taking?

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Are Online Reviews Fundamentally Biased?


Last month, Harvard Business Reviews published a report exploring the true quality of online reviews on websites like Yelp, TripAdvisor, Facebook, Google, and Glassdoor.

Guest Blog: Is Your Contact Center Using the Right Customer Feedback Tool?


This week we feature an article by Jaime Bailey who explains why your company is best served by considering every possible source of insight about customer behavior, goals, and expectations, and implementing the tools that most effectively serve your needs. – Shep Hyken.

The Ten Commandments of Customer Service

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