Tricia Morris

DECEMBER 18, 2015

The insights collected from the individuals above for 2016 are an interesting mix with a fantastic focus on people. In a series of future blog posts, we’ll be featuring guest post commentary from all of the contributors above. Jeanne Bliss: Chief Customer Officer Author and CXPA Co-founder.

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2016 Chief Customer Officer Customer Service 2015 72

ShepHyken

NOVEMBER 25, 2016

This week on our Friends on Friday guest blog post my colleague, Ricky Nowak, shares a customer experience she had recently with a hotel that didn’t exactly go well. Read Shep’s latest Forbes Article: 2016 Black Friday, Cyber Monday Holiday Insights And Predictions. Shep Hyken .

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Blog Hotels Workshop 2016 111

Think Customers

JANUARY 11, 2016

It's the time of the year again when savvy customer experience leaders are planning their strategies for 2016. As leaders analyze their objectives for 2016, here are five key customer experience trends to focus on. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

2016 73

2016 Customer Experience Blog Customers 73

Beyond Philosophy

MARCH 21, 2016

However, in the job market we find ourselves in 2016, the two activities are critically important and intrinsically linked. If you enjoyed this post, you might be interested in the following blogs: Training Employees on Nonverbal Clues. Hiring people is one thing. The job market conditions are changing.

2016 113

2016 Social Media CEM Employee Experience 113

Beyond Philosophy

JANUARY 7, 2016

In 2016, some organizations will focus on the superficial emotional side and will fall further behind more advanced organizations examining the deeper subconscious and psychological emotional influences in Customer Experience. Predictive analytics are key to improving Customer Experience in 2016. My Prediction . My Prediction.

2016 74

2016 2002 Insurance Books 74

Beyond Philosophy

JANUARY 12, 2016

As 2015 fades into history and 2016 starts, why not take a minute to peruse some of the most popular posts on career advice that can prepare you for a fabulous 2016, in reverse order… My Top 10 Most Popular Posts from 2015. #10: May 2016 be an excellent year for you! 10: The First 90 Days. don’t miss this one!

2015 107

2015 Blog 2016 Culture 107

NICE inContact

MARCH 22, 2016

Last month, IDC released the IDC MarketScape for Worldwide Hosted and Cloud Contact Center 2016 Vendor Assessment (doc #US40732515, February 2016 ). The IDC MarketScape also found a few key challenges facing contact centers in 2016 and beyond. To learn more, download a complimentary excerpt of the report today !

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Contact Center 2016 Download Measurement 86

Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback. Find out what they are in this blog post. Published on: January 12, 2017.

2016 59

2016 Customer Service 2017 Contact Center 59

ShepHyken

OCTOBER 17, 2016

Salesforce Australia & NZ Blog) The field of customer service is undergoing a major change, and it’s one for the better. The post 5 Top Customer Service Articles For the Week of October 17, 2016 appeared first on Shep Hyken. 7 Customer Service Tips to Build Stronger Relationships by Salesforce. Follow on Twitter: @Hyken.

2016 131

2016 Article Customer Service 2017 131

Beyond Philosophy

JANUARY 7, 2016

In 2016, some organizations will focus on the superficial emotional side and will fall further behind more advanced organizations examining the deeper subconscious and psychological emotional influences in Customer Experience. Predictive analytics are key to improving Customer Experience in 2016. My Prediction . My Prediction.

2016 60

2016 2002 Insurance Books 60

Tricia Morris

APRIL 1, 2016

This infographic presents a snapshot view of the current state of knowledge, with new information from Microsoft’s 2016 Knowledge Management in Customer Service Report. Get the 2016 Knowledge. The post INFOGRAPHIC: 2016 State of Knowledge for Customer Service appeared first on Parature. Management in Customer Service Report.

2016 69

2016 Customer Service Presentation Metrics 69

OpinionLab

NOVEMBER 1, 2016

And, to drive CX transformation, don’t map a future state; design a future state (you can read more about that on a previous CX LabNotes blog ). The post 3 key takeaways from Forrester CXSF 2016 for CX professionals appeared first on OpinionLab. Their advice: bring creativity and design thinking into the process.

2016 98

2016 Innovation Return on Investment Airlines 98

Talkdesk

MAY 17, 2016

Opentalk 2016 is upon us. Happily, we’re diligently reporting on all the happenings and learnings at Opentalk 2016. This blog post will serve as a hub of our Opentalk content. This blog post will serve as a hub of our Opentalk content. Live and Post-Event Blog Coverage. Pre-Event Blog Coverage. Opentalk2016.

2016 40

2016 Events Social Media Omnichannel 40

ShepHyken

NOVEMBER 7, 2016

jaco Blog) This golden list will motivate you and help you grow your business, engage with your customers and get accurate insights from your Customer Success efforts. The post 5 Top Customer Service Articles For the Week of November 7, 2016 appeared first on Shep Hyken. My Comment: Customer Success is a hot topic.

2016 125

2016 Article Customer Service Loyalty 125

Bold360

NOVEMBER 21, 2016

In 2016, the customer experience became the focal point of marketing, acquisition, onboarding, UX design, and many other core business functions. “I have learned in 2016 that our customers (aged 18-24 years old or the millennials) spend most of their time…” On their mobile devices. than by email or phone.

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2016 2017 Customer Experience Social Media 111

Kayako

JANUARY 7, 2016

We looked back with our best posts from the customer support community in 2015, now we’re looking forward with predictions for 2016. We’ll be covering these areas throughout 2016 so be sure to subscribe to our blog newsletter to stay at the top of your support game this year. 2016 is an exciting year for support.

2016 56

2016 Social Media 2015 Customers 56

InMoment XI

NOVEMBER 9, 2018

Editor’s note: This post originally appeared on the MyCustomer blog. According to the 2016 CXEvolution study by MaritzCX, “customer-centric companies are three times more successful at driving significant financial improvement and. You can read it here.

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Customer Experience Feedback 2016 Customer Centricity 200

ShepHyken

DECEMBER 2, 2016

This week on our Friends on Friday guest blog post my colleagues, Thomas A. Stewart and Patricia O’Connell are the authors of Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight , published on November 29, 2016 by HarperBusiness, an imprint of HarperCollins Publishers. Shep Hyken .

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Blog Management Hotels 2016 127

Beyond Philosophy

JANUARY 27, 2016

If you enjoyed this post, you might be interested in the following blogs: Are You Making Excuses for a Bad Experience? The post Big CX Idea for 2016: Not Despite but Because appeared first on Beyond Philosophy | CX Consultants | Customer Experience. Or get back on the road to move it to the next level after switching to because?

2016 94

2016 Net Promoter Score Metrics Consulting 94

ShepHyken

SEPTEMBER 12, 2016

The “Customer Success” tips (I’ve mentioned these in a past Top Five blog) are invaluable, and I’m sure you’ll find some other great tips from the other topics as well. The post 5 Top Customer Service Articles For the Week of September 12, 2016 appeared first on Shep Hyken. by Len Markidan. Follow on Twitter: @Hyken .

2016 114

2016 Article Customer Service Books 114

ShepHyken

SEPTEMBER 26, 2016

Joseph’s Blog) I’ve often said anyone can create a mouse. The post 5 Top Customer Service Articles For the Week of September 26, 2016 appeared first on Shep Hyken. This article includes some good ideas and a couple of great mini-case studies that emphasize the power of the customer journey map. Follow on Twitter: @Hyken .

2016 122

2016 Article Customer Journey Mapping Customer Service 122

ShepHyken

DECEMBER 23, 2016

This week on our Friends on Friday guest blog post my colleague, Dianna Booher, shares 10 lessons learned from a poor customer service experience. Read Shep’s latest Forbes Article: Top Ten Business Books Of 2016. . The post Guest Blog: Surviving Poor Customer Service: 10 Lessons Learned appeared first on Shep Hyken.

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Poor Customer Service Blog Customer Service Books 88

Amity

FEBRUARY 2, 2016

The Best Customer Success Resources of 2016. • Blog Posts. February 9-11 - SaaStr Annual 2016. Customer Success Summit 2016 promises 2 days of interactive sessions, practitioner best practices and networking to master the business of customer success. May 10-12 - Pulse 2016 Conference. The best part?

2016 80

2016 Customer Success Webinar Customers 80

NICE inContact

AUGUST 30, 2016

Here are five ways to get ready to transform customer experiences at ICUC 2016: 1. By attending ICUC 2016, you can explore new ways to transform customer experiences. The post Get Ready to Transform Customer Experiences at ICUC 2016 appeared first on inContact Blog. Technical Training. You won’t want to miss it!

2016 78

2016 Customer Experience Contact Center User Experience 78

Tricia Morris

JANUARY 11, 2016

We’ve all heard the saying “customer service is the new marketing,” but with 89% of companies expected to compete mostly on the basis of customer experience in 2016 (compared to just 36% in 2010)*, it’s not just marketing where customer service makes an impact. Beyond Knowledge: Insights.

2016 67

2016 Customer Service Chief Customer Officer Contact Center 67

ShepHyken

OCTOBER 10, 2016

How well they do is the topic for another blog post. The post 5 Top Customer Service Articles For the Week of October 10, 2016 appeared first on Shep Hyken. People could now use Twitter to tweet your business and complain. Most businesses now have a Twitter presence and most will answer / deal with your issues via Twitter.

2016 127

2016 Article Customer Service Airlines 127

OpinionLab

JULY 15, 2016

The post Two key takeaways from Forrester CXNYC 2016 appeared first on OpinionLab. OpinionLab helps companies simplify their CX and build customer centric cultures. Find out how by downloading our overview fact sheet or requesting a demo.

2016 79

2016 Customer Centricity Culture Demo 79

ShepHyken

JUNE 17, 2016

This week on our Friends on Friday guest blog post my colleague, Ian Landsman writes about the importance of training and preparing customer service representatives to interact with customers. He writes a regular blog about the fundamentals of excellent customer service, titled The Delightenment Blog. Shep Hyken.

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Blog Customer Service Customer Service Representative Customer Service Training 83

OpinionLab

JUNE 24, 2016

The post The three key learnings from CXFS 2016 appeared first on OpinionLab. By using OpinionLab across your various customer engagement posts, you also build a comprehensive overview of customer journeys to make the break through changes talked about at length in New Orleans.

2016 79

2016 Competitive Advantage Financial Insurance 79

Tricia Morris

JUNE 8, 2016

Below is a sneak peek of just a few of the survey responses from United States consumers polled as part of Microsoft’s 2016 State of Global Customer Service Report, which also includes responses from 4,000 additional consumers across Brazil, Germany, Japan and the United Kingdom. The post INFOGRAPHIC: 2016 U.S. Click here to register.

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2016 Customer Service Consumers Customers 44

ShepHyken

FEBRUARY 17, 2017

This week on our Friends on Friday guest blog post my colleague, Ben Roberts, writes about the link between customer service and online reviews. The post Guest Blog: 4 Clear Links Between Customer Service and Online Reviews appeared first on Shep Hyken. A negative review, like any complaint, is an opportunity to show how good you are.

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Blog Customer Service Sports 2016 92

Chadwick Martin Bailey

DECEMBER 30, 2015

We run this blog a little differently than other corporate blogs. Before we blast into 2016, we wanted to reflect on our blog this past year by taking a second look at some of our favorite posts: This year, we launched a market research advice column— Dear Dr. Jay. Heidi Hitchen did just that in her blog post this year.

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Blog 2015 2016 Consumers 52

transcosmos Information Systems

MARCH 16, 2016

The age of information has ushered in blogging, a content phenomenon that has given voices from all over the world a medium to express ideas and ultimately, build an audience. Different blogs offer a wide range of content for different kinds of audiences. Cisco Blog- Small Biz. The Citrix Blog. The Windows Blog.

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Blog 2016 Government Technology 69

Tricia Morris

MARCH 4, 2016

At Microsoft, and most absolutely with our customer service technology, we take these words to heart as we continue our consistent growth and progress among a steady stream of early 2016 award wins which now includes the 2016 CRM Magazine Service Leader Awards. ———-. . ———-.

Magazine 51

Magazine 2016 Innovation Technology 51

OpinionLab

AUGUST 23, 2016

It may seem a little tactical in the context of the other trends highlighted in this blog but you should be relentless in your desire to update, enhance and improve these key parts of your website. The post Four key themes from eTail East 2016 appeared first on OpinionLab. Your product pages are where your customers buy from.

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2016 Customer Journey Mapping Apparel Omnichannel 60

Tricia Morris

JULY 18, 2016

The post INFOGRAPHIC: 2016 State of Global Customer Service appeared first on Parature. View Microsoft’s on-demand webinar discussing this year’s fascinating results. With the on-demand webinar, you’ll receive a copy of the full 23-page report.

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2016 Customer Service Webinar Customers 42

PeopleMetrics

DECEMBER 18, 2015

In keeping with millennia of human tradition, let’s look back at our top ten blog posts from 2015. If you haven't already, we invite you to subscribe to our blog ! We're getting ready for another great year in 2016, and we're looking forward to writing more for you to enjoy. Keep an eye out for new posts in the new year!

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2015 Blog Customer Experience 2016 61