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5 Top Customer Service Articles For the Week of September 26, 2016

ShepHyken

Contact Center Satisfaction Negatively Impacting the Customer Experience by Andrew Berger. Telecompetitor) Contact center satisfaction has worsened over the last two years despite investments in new customer engagement channels, according to new market research released by BoldChat. Here are my top five picks from last week.

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5 Top Customer Service Articles For the Week of October 17, 2016

ShepHyken

The ones that do reap the rewards of repeat and loyal customers. Five Ways to Caffeinate Your Customer Experience in 2017 by Scott Anderson. Here are five tips to delivering that caffeinated customer experience in 2017. My Comment: Great article about ramping up your customer experience.

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CX Experts Agree Customer Journey Maps Help Build Relationships

Avaya

I wanted to explore some of the observations from the conference—especially those about contact center operators leveraging customer journey maps for serving customers effectively via chat, SMS and other messaging communiques. Maintaining a View of the Customer Experience with Customer Journey Maps.

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Customer Journey Mapping: A brand's GPS to loyalty and advocacy

Quadient

Customer Journey Mapping: A brand's GPS to loyalty and advocacy. Sun, 04/24/2016 - 23:00. Don’t assume a customer journey is a linear path. Companies want interactions and communications with their clients to go as smoothly as possible to keep customers happy and loyal. Listen to your customers.

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Top 10 Customer Experience Trends for 2016

CSM Magazine

Temkin Group, a leading customer experience firm, has published its annual list of customer experience trends. As a part of these publications, Temkin is calling 2016 “The Year of Emotion.” ” Here are the 10 customer experience trends to watch in 2016: 1. Emotion Arising.

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When the Journey is the Destination, Quadient is a Leader

Quadient

As a Customer Experience focused company with rapidly expanding software businesses, the Quadient team spends a lot of time analyzing our clients' journeys with our products and services, as well as the journeys of their customers that our software supports. Validate, test, and drive action on journey insights.” .

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The Surprising Effect of Choice Architecture on Your CX

Beyond Philosophy

We discussed Choice Architecture on a recent podcast and how it could be affecting your Customer Experience. As you know, the voters in the UK said they should leave back in 2016. A couple of principles about Choice Architecture are essential to keep in mind when designing it into your Customer Experience strategy.