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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.

Customer Surveys Are as Important as Ever!

CX Journey

Image courtesy of m kasahara I originally wrote today's post for Clicktools. It was published on their blog on July 6, 2016. I've made slight modifications. Some pundits would have you believe that surveys are dead, that they are no longer important for customer listening and understanding.

What Makes a Successful Customer Experience Leader?


I’ve been so fortunate to work with some really great people. Many of these were clients who were charged with leading customer experience change within large companies. There are so many challenges in these positions.

2017 MaritzCX Auto Summit – Las Vegas


This year’s MaritzCX Auto Summit participants went full throttle at the Las Vegas Motor Speedway. CX leaders from the industry’s top automotive manufacturers went lightning fast down the straight-away’s and tightly hugged corners in some of the fastest, most exciting cars in the world.

How to Build Great Customer Journeys

Make Each Touchpoint a Meaningful Experience

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Building a Strategic CX Roadmap, Part 1: The Bad News


I’m still on a high from the 2017 CXFusion Conference in Las Vegas. I taught a workshop on strategic roadmapping using our free CX Assessment to a group of eager CX professionals.

How to Track Customer Effort for Every Transaction


This is a guest post by our friends over at Nicereply. Viktor Magic will walk you through how to run a customer effort questionnaire and why it’s important to track CES after every transaction. Dealing with your business shouldn’t be hard work.

Inside Customer Success: Loopio


Since 2014, Loopio has been helping hundreds of companies win more business by supercharging their response process for RFPs, RFIs, and Security Questionnaires.

Do you have Service Experts Available to Your Customers?

Wired and Dangerous

A quick trip to any museum not only provides an interesting picture of yesteryear, it reveals an instructive barometer on the ways we have changed. What would go in a Service Museum and what would it tell us about the ways customers have changed?

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

How to make NPS and Customer Experience Surveys More Useful


There are many ways to measure the effect of your customer experience efforts. Both Net Promoter Score® (NPS) and customer experience surveys are useful ways to understand how your customers feel about you. But is there a way to get even more value out of these surveys?

One is Not Always the Loneliest Number


Whenever I’m around my parents and mention accomplishing some task on my own, my mother will typically smirk and remind me of something I (apparently) used to constantly say as a child—“Dougie do it! Dougie do it!” Yes, apparently I yearned for my freedom and autonomy from a very young age.


Lack of Common Sense: Continuing to Destroy Customer Experiences Around the World!


In April 2014, I wrote an article entitled, ‘Common Sense – The Not So Magic Customer Experience Ingredient’ – If you did not, or do not want to read it, I told two quite ridiculous tales of the lack of application of common sense.

The Anatomy of a Remarkable Customer Success Playbook


When it comes to managing relationships with your customers, the old axiom holds true: “Change is the only constant.”

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.

Announcing Talkdesk AppConnect – The First Enterprise App Store


As we kick off our second Opentalk Summit today, Talkdesk has a lot to celebrate. Not only are we welcoming more than 1,000 customer heroes to San Francisco, we’ve also recently hosted our 100 millionth phone call.

Customer Experience in action through Artificial Intelligence


Date: Wednesday, April 26, 2017 Customer Experience in action through Artificial Intelligence. Published on: April 26, 2017. Author: Olivier Njamfa Winning and retaining customer loyalty is vital for every business.

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.

5 Top Customer Service Articles For the Week of April 24, 2017


Each week I read a number of customer service articles from various online 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.

Are Your Technology Decisions Killing Your Customer Experience?

Read this eBook to learn how your database technology decisions can affect your ability to deliver either a transformational customer experience or a lackluster, dissatisfying encounter that benefits your competitors, not your bottom line.

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.


How To Lie Effectively!

Beyond Philosophy

Lying is a rotten thing to do. However, the more you do it, the less rotten it seems. Or at least that’s what a recent study about lying revealed.

Study 17

Welcome Millennials To Your Organization Through Employee Journey Mapping


It is no secret that the workforce is changing; as more Millennials move into managerial roles, advancing in their careers, fueled by a need to succeed and to make a difference in this world. They crave for the opportunity to make the world or their community a better place to live. That desire to enhance the world around them may stem from social injustice or the need for more technological advancements or other driving forces.

ROI 23

Report: The Four Customer Experience Core Competencies (Free)

Experience Matters

If you are only going to read only one thing about customer experience, then this report is it. It’s the blueprint for building a customer-centric organization… and it’s free. We just published a Temkin Group report, The Four CX Core Competencies. This blueprint to building a customer-centric organization is an update to our groundbreaking research that was […].

5 Customer Satisfaction Templates You Can Use Right Away

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

It’s a Little Thing… But It Makes a Difference


Every week I stay at different hotels around the world as I travel for my speaking engagements. And, every morning I get up in these hotels and take a shower. I reach in to turn the knob for the water, which is usually a few feet below the showerhead.

2 Reasons to Analyze What Customers Say—Not Just What They Do


In my last post , I said listening to customers and capturing feedback across all channels is a crucial step to delivering great customer experiences in today’s omnichannel world.

Best Practices for Live Chat Support (Infographic)

Provide Support

There’s no question that live chat is getting huge as more and more businesses are adopting the tool to stay competitive in the industry.

How to Reduce Churn: Real-Time Insight


The most effective way to address and reduce churn is to focus and improve customer experience. To do this, there are three core pillars that comprise a winning customer experience strategy: Real-Time insight. Frontline transformation. Closed loop feedback. We will be looking closely at each of these three pillars in order to better explain how you can leverage these tools to reduce churn and improve your overall customer experience. Part 1 will focus on real-time insight. Real-Time Insight.

Customer Experience Strategy: How to Measure the Immeasurable

Take a second to reflect on the brands you love. How do you go about creating an awesome customer experience strategy that works for your own customers?

HPE Software On How To Close The Loop & Drive Revenue Growth [Interview]

CustomerGauge is very excited to welcome back Dr. James Borderick, Head of Customer Experience Analytics at HPE Software, for the second part of our interview series with HPE Software. Last time, James sat down with us to discuss some NPS ® 101 – why HPE Software started using NPS, the challenges it faced, frequency of […]. The post HPE Software On How To Close The Loop & Drive Revenue Growth [Interview] appeared first on CustomerGauge.

Guest Blog: How to Handle a Know-It-All


This week on our Friends on Friday guest blog post my colleague, Dianna Booher, shares ideas for handling tough personalities while offering great customer service. Solving customer problems is expected.

The Case for Customer Experience Management


The pendulum is rapidly shifting from what used to be known as customer service to the more proactive model of customer engagement. Engaged customers share the following traits: Advocate for the brand: They share positive views with friends, family and online communities.