Franchise marketing in today’s digital world can be challenging and complex. MORE
Where does Customer Experience (CX) ‘sit’ in an organisation? This is a question I am frequently asked. MORE
The World Cup is now behind us. In every corner of the world, the past month brought about joy, pain, sadness, but mostly lots of friendly fun and celebrations. MORE
Customers today are more powerful than ever! And they base the majority of their decision on where to spend their hard-earned dollars on the customer service experiences they encounter. MORE
Continuing our series of the best customer service posts on the web from May , I’m going to look at some standouts from last month that caught my eye. There is no specific theme here aside from a focus on improving the customer experience. MORE
Over the past two years, the CX leaders and CCOs that I’ve spoken with have shared great actionable advice and tactics to help you transform the culture of your organization to be customer-driven. MORE
In the age of Yelp and TripAdvisor, online reviews have the power to influence purchase decisions and shape consumer behavior. . According to a study by international market research firm YouGov, 78 percent of Americans check out reviews before making a purchase. MORE
In many cases, the current customer journey delivered at dealer service centers is not ready for the prime time. The present model at many stores has been in place too long and that’s because it’s always the way we’ve done it! While boomers might have settled a long time ago for just good enough, the. View Article. Automotive MORE
We discuss the key principle of scarcity with guest Professor Kelly Goldsmith, Ph.D., Professor of Marketing at Vanderbuilt University. Kelly is a behavioral scientist who examines consumers’ responses to uncertainty and scarcity, uncovering and explaining seemingly paradoxical effects. MORE
What is customer experience? Customer experience (CX) can be defined as the sum of the interactions between a customer and a business over the period of their relationship. A positive customer experience creates repeat and loyal customers. MORE
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. MORE
We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. Customer Service Blog MORE
I just sold my home in one city and moved my wife and two children into another home in a different city. The moving process involves a lot of work and a lot of decisions. Should I use a real estate agent, or should I sell my home “by owner”? When should we list? View Article. General MORE
130 With heavy regulation and compliance requirements, field service organizations in the medical device industry are often the early adopters and technology leaders to watch. Physicians, medical facilities, and patients are regularly calling upon medical device field service organizations to do more. MORE
As modern day consumers of digital media, you’ve probably already encountered numerous privacy policy updates through various alerts and newsletters. All of these updates are related to the General Data Protection Regulation (GDPR) that was passed in the European Union this May. MORE
Insurance companies face the dual challenge of competing in an extremely crowded marketplace, while being required to constantly up their game in order to meet ever-rising customer expectations for a shortened life cycle insurance claim. . MORE
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. MORE
Let's be honest with each other for a moment. We rarely take immediate action when we read blog posts. Most of the time, we read something, decide if we like the idea or not, and then move on. The most many of us do if we're really inspired is share the post with someone else. I hope this post is a little different. Here are seven simple customer service tips you can go use right now. Your challenge is to pick one and try it. Tip 1 Visualize Great Service. MORE
In the recent research report by MyCustomer in association with Quadient, Customer Journey Mapping Research Report 2018, results validate what we practitioners have known for years: leadership buy-in absolutely matters and it should never be a one-and-done effort. It is really great to see more and more companies realizing the benefits of customer journey mapping (CJM). Since I started mapping in 2000, clients have always seen immediate benefit from the exercise. MORE
unique report was recently released by Salesforce Research titled “ State of the Connected Customer , 2nd edition”. MORE
+ Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. MORE
It’s one thing to wow your current customer base with sales and marketing efforts, but brands can also expand their audiences by using targeted marketing strategies geared toward the exact audience they’re looking to gain. MORE
Many organizations have called to tell us that their Customer Experience initiatives are not performing like they did. The results that were once skyrocketing have plateaued. They are surprised by this turn of events, but we are not. MORE
What kinds of companies come to mind when you think of the world’s most respected brands? How do you suppose those companies became the most respected brands? If you answered “marketing” or “advertising” you’re only partly correct. MORE
Image courtesy of Pixabay A fish rots from the head down - and so does your culture. What does "a fish rots from the head down" mean? It means that the problem starts at the top, that the problems, failures, issues , toxicity , etc. MORE
The first CX and the City meetup in Toronto took place yesterday on a hot, sunny day, but we escaped the heat a bit at the cool Kasa Moto restaurant. More than 50 research, CX, product and marketing professionals were in attendance to network and enjoy food and refreshments. MORE
The only constant in the customer care world is change, and if you don’t keep up, you’ll be left behind. That’s why we’ve compiled these must-read articles to keep you updated and give you some food for thought as you think about the future of your outsourced customer care. MORE
Failing to delegate decisions to your team will kill you, kill your team, or kill your business. All these outcomes are really bad! To make sure none of these outcomes occur, we need to discuss your trust and self-confidence. Lets take trust first. Trust You may not trust (empower) your team to make decisions […]. The post Make Sure You Delegate Enough appeared first on Middlesex Consulting. Customer Experience employee engagement trust MORE
In last week’s blog , I talked about how customer journey mapping has gained widespread acceptance and how to get maximum value out of efforts to depict perceptions of customers across interactions with your brand. MORE
You’ve probably heard of employer branding. You may have even read about it on our blog, and followed the steps to building a strong employer brand. If you think of “employee branding” as how your company is perceived by current and potential employees — well, that’s a pretty good starting point. MORE
Devin Anuzis is Corporate Manager, Customer Experience at Benchmark, the leading provider of senior living services in the Northeast. MORE
ShepHyken
JULY 16, 2018
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.
ReviewTrackers
JULY 12, 2018
You’ve probably heard of employer branding. You may have even read about it on our blog, and followed the steps to building a strong employer brand. If you think of “employee branding” as how your company is perceived by current and potential employees — well, that’s a pretty good starting point.
BlueOcean
JULY 12, 2018
The only constant in the customer care world is change, and if you don’t keep up, you’ll be left behind. That’s why we’ve compiled these must-read articles to keep you updated and give you some food for thought as you think about the future of your outsourced customer care.
Comm100
JULY 12, 2018
Continuing our series of the best customer service posts on the web from May , I’m going to look at some standouts from last month that caught my eye. There is no specific theme here aside from a focus on improving the customer experience.
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Organizations are continuously improving their CX systems in an effort to keep up with customer demands. Automation increases quality and accelerates innovation. Learn how adopting Agile/DevOps will accelerate innovation and exceed customer expectations.
Customer Bliss
JULY 13, 2018
Over the past two years, the CX leaders and CCOs that I’ve spoken with have shared great actionable advice and tactics to help you transform the culture of your organization to be customer-driven.
Michelli Experience
JULY 11, 2018
+ Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies.
Wired and Dangerous
JULY 9, 2018
Customers today are more powerful than ever! And they base the majority of their decision on where to spend their hard-earned dollars on the customer service experiences they encounter.
ReviewTrackers
JULY 11, 2018
Franchise marketing in today’s digital world can be challenging and complex.
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The combined forces of digital transformation, customer experience and cloud-based contact center products herald a new day for mid-market contact centers by meeting the unique needs and preferences of their business, including: security, control, functionality and speed.
Customer Bliss
JULY 12, 2018
As modern day consumers of digital media, you’ve probably already encountered numerous privacy policy updates through various alerts and newsletters. All of these updates are related to the General Data Protection Regulation (GDPR) that was passed in the European Union this May.
Michelli Experience
JULY 10, 2018
In last week’s blog , I talked about how customer journey mapping has gained widespread acceptance and how to get maximum value out of efforts to depict perceptions of customers across interactions with your brand.
ijgolding
JULY 9, 2018
Where does Customer Experience (CX) ‘sit’ in an organisation? This is a question I am frequently asked.
TechSee
JULY 10, 2018
Insurance companies face the dual challenge of competing in an extremely crowded marketplace, while being required to constantly up their game in order to meet ever-rising customer expectations for a shortened life cycle insurance claim. .
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More and more organizations understand the value of delivering a high-quality customer experience and investing in improving their CX assurance processes. Automating testing and monitoring, top the list of ways to improve their CX assurance efforts.
ShepHyken
JULY 9, 2018
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.
Customer Guru
JULY 10, 2018
What is customer experience? Customer experience (CX) can be defined as the sum of the interactions between a customer and a business over the period of their relationship. A positive customer experience creates repeat and loyal customers.
Beyond Philosophy
JULY 13, 2018
We discuss the key principle of scarcity with guest Professor Kelly Goldsmith, Ph.D., Professor of Marketing at Vanderbuilt University. Kelly is a behavioral scientist who examines consumers’ responses to uncertainty and scarcity, uncovering and explaining seemingly paradoxical effects.
MaritzCX
JULY 10, 2018
I just sold my home in one city and moved my wife and two children into another home in a different city. The moving process involves a lot of work and a lot of decisions. Should I use a real estate agent, or should I sell my home “by owner”? When should we list? View Article. General
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Learn 5 actions your organization can take right now to improve the customer experience.
Heart of the Customer
JULY 10, 2018
Devin Anuzis is Corporate Manager, Customer Experience at Benchmark, the leading provider of senior living services in the Northeast.
Middlesex Consulting
JULY 16, 2018
Failing to delegate decisions to your team will kill you, kill your team, or kill your business. All these outcomes are really bad! To make sure none of these outcomes occur, we need to discuss your trust and self-confidence. Lets take trust first. Trust You may not trust (empower) your team to make decisions […]. The post Make Sure You Delegate Enough appeared first on Middlesex Consulting. Customer Experience employee engagement trust
CX Journey
JULY 12, 2018
Image courtesy of Pixabay A fish rots from the head down - and so does your culture. What does "a fish rots from the head down" mean? It means that the problem starts at the top, that the problems, failures, issues , toxicity , etc.
Beyond Philosophy
JULY 12, 2018
Many organizations have called to tell us that their Customer Experience initiatives are not performing like they did. The results that were once skyrocketing have plateaued. They are surprised by this turn of events, but we are not.
Advertisement
Transforming CX: Critical success factors mobile operators are looking for.
Customers That Stick
JULY 13, 2018
We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. Customer Service Blog
Smarter CX
JULY 16, 2018
It’s one thing to wow your current customer base with sales and marketing efforts, but brands can also expand their audiences by using targeted marketing strategies geared toward the exact audience they’re looking to gain.
ReviewTrackers
JULY 13, 2018
In the age of Yelp and TripAdvisor, online reviews have the power to influence purchase decisions and shape consumer behavior. . According to a study by international market research firm YouGov, 78 percent of Americans check out reviews before making a purchase.
Amity
JULY 13, 2018
The World Cup is now behind us. In every corner of the world, the past month brought about joy, pain, sadness, but mostly lots of friendly fun and celebrations.
Advertisement
This cheat sheet covers ten fundamentals of customer service to help your business excel.
SuiteCX
JULY 9, 2018
In the recent research report by MyCustomer in association with Quadient, Customer Journey Mapping Research Report 2018, results validate what we practitioners have known for years: leadership buy-in absolutely matters and it should never be a one-and-done effort. It is really great to see more and more companies realizing the benefits of customer journey mapping (CJM). Since I started mapping in 2000, clients have always seen immediate benefit from the exercise.
Astea
JULY 12, 2018
With heavy regulation and compliance requirements, field service organizations in the medical device industry are often the early adopters and technology leaders to watch. Physicians, medical facilities, and patients are regularly calling upon medical device field service organizations to do more.
Smarter CX
JULY 9, 2018
What kinds of companies come to mind when you think of the world’s most respected brands? How do you suppose those companies became the most respected brands? If you answered “marketing” or “advertising” you’re only partly correct.
Up Your Service
JULY 16, 2018
unique report was recently released by Salesforce Research titled “ State of the Connected Customer , 2nd edition”.
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Tactics for Boosting Engagement and Brand Affinity.
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