Experience Investigators by 360Connext
JULY 6, 2016
Customer feedback is customer experience gold. That’s why there are transaction surveys, experience surveys, customer interviews, customer focus groups (although you know I’m not a fan) and many, many formal ways to gather feedback and use it to improve the experience. But many customers don’t want to answer your survey questions. They’d rather tweet about […].
Customer Bliss
JULY 7, 2016
My goal in coaching leaders and bringing them together is to create an engaged community that learns from one another. Fearlessly, with no holds barred. That has been my intention behind my books, blog, speaking and work as co-founder of the Customer Experience Professionals Association. That is also behind why I have launched a customer experience podcast series – so that we can hear each other’s’ voices and celebrate in our successes and learn from our challenges.
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ShepHyken
JULY 4, 2016
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. 3 Tips for Using Twitter as a Customer Service Tool b y Joe Wadlington. Hootsuite) Want to learn how to better engage with existing and potential customers on Twitter? Here are three tips to help you do just that.
Beyond Philosophy
JULY 6, 2016
As a Customer Experience consultancy, Beyond Philosophy , we have worked in China on a few occasions. We learned a few things about what to do and what not to do there, as it pertains to Customer Experience. Three Truths Every Marketer Should Know about CX in China. China is still in the early stages of Customer Experience discovery. China sees us as the thought leadership of Customer Experience. China has potential to leap-frog other markets as it is a massive opportunity.
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Kayako
JULY 7, 2016
When you call in to speak with the customer service team of a cable company to cancel your contract, you might expect some hiccups, but overall would expect it to be relatively easy. Perhaps the customer support agent might try to plead with you to not cancel your contract, but ultimately they should respect your request. But not for former Engadget editor-in-chief Ryan Block. Block called customer retentions to cancel his contract with Comcast.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
ShepHyken
JULY 6, 2016
Competitive Strategy. What is one of the most valuable commodities in the world? There is an old saying that goes something like this: “If you build a better mousetrap, the world will beat a path to your door.” This is often attributed to Ralph Waldo Emerson and the concept of a better mousetrap is a great metaphor for a reason to continuously innovate.
Beyond Philosophy
JULY 5, 2016
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. What makes this question so profound, and so pivotal, in customer experience optimization today is that every aspect of value delivery is at play. Further, it should be understood that all stakeholders are keenly aware of when humanity is being practiced by an organization and when there is an insufficiency or an absence of same.
ijgolding
JULY 4, 2016
I make no secret of the fact that I am a fan of ‘old fashioned values’ in the delivery of great Customer Experiences. Championed by the most customer centric brands in the world, such as the Ritz Carlton, the importance yet simplicity of ‘pleases’ and ‘thank yous’ cannot be underestimated in the effect they can have on customers and the way they are made to feel in their daily interactions with organisations and their people.
Michelli Experience
JULY 5, 2016
While I have many mentors when it comes to business success, branding, and customer experience delivery, seldom do I look to actors or actresses to give me wisdom in these areas. Recently, however, I was taken aback by the succinct and powerful branding perspective offered by Will Smith.
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Want to know where CX is heading in 2023? From the Metaverse and Web3 to how macroeconomic influences are impacting CX, this Trend Report will give you a taste of what is to come in the year ahead and beyond.
ShepHyken
JULY 5, 2016
Dan Gingiss on How to Leverage Social Media to Create a Better Customer Experience. Shep Hyken discusses social customer care with Dan Gingiss, head of digital marketing for a Fortune 100 healthcare company, expert on social media & social customer care, and co-host of the “Focus on Customer Service” podcast. Dan shares his thoughts on the impact that social media is having on customer service and provides tips on how to deliver a better customer experience by using social media.
Experience Matters
JULY 6, 2016
We just published a Temkin Group report, State of Employee Engagement Maturity, 2016. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: Engaged employees are critical assets for any customer experience effort. As engaged employees are critical assets, it’s not surprising our data shows that customer […].
Amity
JULY 8, 2016
The Customer Success cat is out of the bag. There can be no doubt about the direct correlation between Customer Success and the long-term success of SaaS companies. There are calculations and strategies , analyst research , reports and findings , and numerous compelling blog posts – enough supporting evidence to motivate even the most skeptical C-suite.
Middlesex Consulting
JULY 4, 2016
No one can say, “I am a Service Manager” without having read (and maybe saved) at least one article, blog post, or LinkedIn Pulse piece about employee engagement. (A A Tweet does not count.). The reason this topic is so important is because there is a well-established link between employee engagement and customer satisfaction.
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Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.
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ShepHyken
JULY 8, 2016
This week on our Friends on Friday guest blog post my colleague, Mike Schoultz shares a few customer experience stories that demonstrate how companies have handled customer experiences, some well and some not so well. It is so important for employees to feel that they can make good customer focused decisions in every situation. – Shep Hyken. The key is to set realistic customer expectations, and then not to just meet them, but to exceed them— preferably in unexpected and helpful ways.
LiveChat
JULY 4, 2016
Customer service agents need a very special set of customer service skills to professionally deal with customers. They have to be able to get to the bottom of things and find a solution quickly if they don’t want to risk bad customer service experience. We often hear that empathy is the skill to have in customer service situations. Well, it’s definitely a good start but the agents’ customer service skills set should go well beyond that.
Heart of the Customer
JULY 7, 2016
We often get calls from organizations who want to hold a journey mapping workshop, but have no time or budget for research. Our willingness varies depending on what the client is looking to accomplish. There are times when a workshop is absolutely the best journey mapping methodology – and times when it’s a train wreck. […]. The post The best (and worst) uses of journey mapping workshops appeared first on Heart of the Customer. Customer Experience
Kayako
JULY 4, 2016
When we built the first Kayako, we wanted to create a customer service tool that had the customer at its heart. Something that would help us speak the customer’s language, tick their boxes, and voila — ticket closed. Happy customers, happy support team, right? But times have changed.
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Experience Matters
JULY 8, 2016
I’m extremely proud to be a Certified Customer Experience Professional (CCXP). One of the reasons is that this certification encourages CX professionals to build and maintain their expertise at a high level, which will raise the overall quality of CX across organizations. So my hope is that more qualified CX professionals will join the ranks of CCXPs. If you’re thinking […]. Customer experience
Beyond Philosophy
JULY 4, 2016
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Discussion of the myriad and varied ramifications of Digital Transformation is, seemingly, everywhere (and unavoidable). I’m capitalizing the first letter of each word because the pervasiveness of digital transformation has all the feel of Big Data a few years ago and Reeingineering in the 1990’s.
Steve DiGioia
JULY 4, 2016
the almighty dollar was not the driving force for every transaction This original article was written by Steve DiGioia. I remember the local hardware store when I was a kid. It was owned by a wonderful man that would go out of his way to assist you with finding anything in the store as well as provide you with general fix-it knowledge. He understood how to build a business. Apparently he was also a jack-of-all-trades and was more than happy to offer his advice on how to fix almost anything.
Amity
JULY 7, 2016
These days, customers expect a lot from businesses. Simply offering a great product or service at a competitive price isn’t enough. You need to go beyond that to really stand out from your competitors and bag yourself a loyal customer. Great customer service is a start, but you need to make your clients feel like you are on the same team. You need to take them from being a mere customer and transform them into a “partner” of your business.
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Topdown
JULY 7, 2016
DOCUMENT Strategy Media has included Topdown in their "2016 HOT Companies in Customer Experience (CX)" list, published in the Summer '16 issue of DOCUMENT STRATEGY magazine. Topdown was one of only 19 companies in the huge customer experience solution marketplace to be profiled in the publication. Customer Experience Customer Communications
Maz Iqbal
JULY 2, 2016
If you want to attract customers then you must have something that pulls customers to you. If you happen to be in the business of selling fine chocolates then good service is necessary but insufficient. In the fine chocolate business the ‘product’ matters. By ‘product’ I mean both the quality (taste) of each chocolate and … Continue reading "Mary: What Kind of a Difference Does Generosity Make?".
Customer Enthusiast
JULY 8, 2016
A colleague recently asked for my opinion regarding the skills that customer service representatives (CSRs) need the most help with. I qualified my response by saying that it assumes CSRs already possess a positive attitude and a willingness to expend discretionary effort in the moment of choice.
Amity
JULY 7, 2016
These days, customers expect a lot from businesses. Simply offering a great product or service at a competitive price isn’t enough. You need to go beyond that to really stand out from your competitors and bag yourself a loyal customer. Great customer service is a start, but you need to make your clients feel like you are on the same team. You need to take them from being a mere customer and transform them into a “partner” of your business.
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