Customer Experience… Mystery, Myth, Mission or Magic?

Contact Center Pipeline

But what is the customer experience really? Considering the fact that we are bombarded by customer experience rhetoric, one might imagine that there is tremendous clarity around exactly what it is. Everyone is talking about it—promising it, claiming it and marketing it.

Guest Blog: Ways to Improve Your Customer Experience Online

ShepHyken

This week we feature an article by Abdul Babar who explains why your customer experience strategy must be a priority for any customer-facing organization. Same goes for a poor experience and how badly it turned you off from that company, brand or product.

How to provide an effortless customer experience

TechSee

You hunt for the customer service number in the user guide to see if they can help, wait on hold for 22 minutes and then have the Tier-1 support agent walk you through a series of steps that you’ve just finished trying yourself based on the troubleshooting instructions.

Guest Blog: The Customer Experience’s Impact on Customer Churn

ShepHyken

This week we feature an article by Nick Glimsdahl who writes about how customer retention should be a priority and how to avoid losing customers. To compound the cost, new customers are not nearly as likely to try new products or spend as much. So, customer churn is expensive.

How to Leverage Quality Management to Transform the Customer Experience

Who Owns the Customer Experience?

Contact Center Pipeline

Consider this scenario: “Lisa” has landed a new role leading a customer experience (CX) program. Customer Experience call center CCO chief customer officer contact center corporate governance customer experience strategy CX accountability CX governance operating model

Guest Blog: Digitizing the Customer Experience Without Losing the Customer

ShepHyken

who argues that digital transformation is bringing customer experience to an entirely different level. Communities were smaller, shopping was local, and technology wasn’t there to either help or confuse the customer. This week we feature an article by John Boccuzzi Jr.

Is Your Customer Experience Infected?

Beyond Philosophy

But when it comes to Customer Experience, Cooties are a real thing and they are affecting the decisions that your Customer’s make. So how are cooties affecting your customer experience? The Power of Our Mind to Shape Our Customer Experiences.

Guest Blog: How to Make Effective Customer Experience Strategies for a Software Development Company?

ShepHyken

This week we feature an article by Charles Richard who shares an article about how important it is for software development companies to have a successful customer experience strategy. Let’s Get Acquainted With the Term Customer Experience.

How to Make Your Customer Experience Convenient

Beyond Philosophy

Convenience has a significant influence on the outcome of your Customer Experience. It is crucial you ensure you are making it as easy as possible for your customers to do business with you. Your Customers Like Their Version of Convenience, Too. Blogs Customer Experience

Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Is Your Customer Experience Accidental?

Beyond Philosophy

Most Customer Experiences are accidents—and unfortunately, they are not always happy ones. Unless a company designs a deliberate experience that puts the Customer first and considers the Customer’s perspective, the message you send to the subconscious is rarely what you intend.

The Customer Experience Is Your Best Marketing

ShepHyken

Marketing is the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large. Both are part of the customer experience (CX). What is marketing?

8 Key Stats to Prove Customer Experience Delivers ROI

Beyond Philosophy

I decided that for people working in Customer Experience, we needed a way to stay on message, too. So, I am going to share with you some vital statistics about Customer Experience and how they deliver ROI because let’s face it, it’s about the ROI, Stupid.

Guest Blog: Shock and Awe – A Guide to Creating a Customer Experience They’ll Talk About for Life

ShepHyken

This week we feature an article by Jessica Wise who shares a story to illustrate how you can develop a lifelong relationship with your customers by creating a customer experience they will never forget. Your customer’s dilemma is your opportunity to be a CX superhero.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

Guest Blog: 5 Ways To Leverage Technology For A Better Customer Experience

ShepHyken

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. This Maya Angelou quote fits perfectly when talking about the factors responsible for positive brand customer service.

Customer Experience for Millennials

Ansafone

Millennials as Customers – large and in charge. The millennial generation is entirely different than any other generation, having grown up with … Customer Experience for Millennials Read More » The post Customer Experience for Millennials appeared first on Ansafone Contact Centers.

Guest Blog: Building a Human Powered, Technology-aided 21st Century Customer Experience

ShepHyken

This week we feature an article by Joseph Michelli who has written a new book about how Airbnb has used convenience and personalization to deliver an amazing experience. This type of effort likely has placed you on a challenging yet rewarding journey toward customer experience excellence.

Guest Blog: 7 Ways to Enhance Your Customer Experience with Live Chat

ShepHyken

This week we feature an article by Hamzah Tariq who shares seven ways to improve the overall live chat experience for your customers. Businesses constantly try to improve the customer experience they deliver through new approaches, tools and strategies. .

How to Build a CX Program from the Ground Up

How to Use Customer Journey Mapping for Impressive Customer Experience?

ShepHyken

This week we feature an article by Linda Taylor who writes about the importance of customer journey mapping in every organization in order to improve the customer experience. Such in-depth mapping allows enterprises to visualize the buyer’s experience.

Incentives and your Customer Experience

Taylor Reach Group

“Make your employees happy and they will make your customers happy.” It is your agents that interact with your customers, they are the ones who deliver service and have the greatest impact on your Customer Experience. By Colin Taylor.

Women Leadership & Customer Experience

Call Center Weekly

TO ENCOURAGE PEOPLE, ESPECIALLY WOMEN, TO BUILD THEIR SKILLS AND FOCUS ON A CAREER IN THE CUSTOMER EXPERIENCE FIELD. Voxpro interviewed five women leaders who talk about the need for females in high-level customer-focused roles. By Stacy Sherman (MBA, CX Certified) ?

Guest Post: Chatbot vs. Live Chat – Which delivers the best customer experience?

ShepHyken

Your customers are used to ordering a taxi, booking hotel rooms and getting their shirts dry-cleaned in a few taps of their phone screen or clicks of their mouse. Customers can get the service they want, when they want it, how they want it. Their customers are your customers.

Exceptional Experiences for Employees and Customers

Guest Blog: Do customer experience teams take cyber security risks?

ShepHyken

This week we feature an article by Chanice Henry who writes about the importance of cyber security in providing a trustworthy experience for your customers. – Shep Hyken. Customer loyalty is built on trust.

Contact Center Customer Experience Best Practices

Callminer

Customer experience (CX) is evolving. As a CX leader, you also need to know which technologies will help you achieve your core objectives in managing the customer experience. Adopt Technologies That Align with Your Customers’ Expectations.

Guest Blog: [Infographic] How Artificial Intelligence Can Help Your Brand Deliver a Better Customer Experience

ShepHyken

This week we feature a short article and infographic from Matteo Gasparello explaining why influential brands are using the combination of artificial intelligence and data to provide customers with the experiences they want. gives customers the experience they want.

Who Wins – Brand Or Customer Experience?

Beyond Philosophy

Six years later, the outcomes of this study hold true – customers’ emotional and subconscious responses to your brand account for a good half of the total Customer Experience. The Doritos Customer Experience becomes one of frivolity, of not taking things too seriously.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

2020 Customer Experience (CX) Trends

The Center for Client Retention

Our customers’ expectations are growing exponentially. Although technology helps companies facilitate CX strategy, without the human touch our customers and our employees are vulnerable to poaching. An Engaged Workforce Delivers Exceptional Customer Experiences.

Guest Blog: Three Surprising Ways You Can Improve the Customer Experience with Cloud IVR

ShepHyken

This week we feature an article by Nogol Tardugno who tells us how to get our contact center interactive voice response (IVR) to deliver the best customer experience. A cloud IVR can benefit your contact center and your customers from the second a call is placed.

Guest Blog: Persona-lizing the Customer Experience

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Mark Smith, writes about how crucial personalization can be to the customer experience. When you customize or personalize the experience, even during the sales process, you are delivering a better level of service.

7 Things You Have to Get Right with Your Telephone Customer Experience

Myra Golden Media

This is the 7-point call strategy I use when my work is to improve the telephone customer experience in a call center. Customer Care. Short video on how to acknowledge a customer’s emotion: 3. Yield to Callers (Don’t interrupt or over talk customers).

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience

Guest Blog: Which Road Is Your Customer Experience On?

ShepHyken

This week we feature an article by Ian Moyse who writes about how important it is to examine the customer journey you are providing. You must deliver a consistent, convenient and frictionless experience. – Shep Hyken. Find out now how your customer’s journey is?

Top 5 Mistakes in Customer Experience (CX)

Topdown

Customer experience (CX) is more than just icing on the cake—it is a complete recipe for business success. How customers perceive their interactions with a company translates into serious financial implications. Customer Experience

10 Customer Service Transformations That Can Overhaul Your Customer Experience

Micah Solomon

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Last week, I suggested quick wins that could improve your customer service and customer experience. Superior customer service depends on superior customer-facing employees; here’s an article of mine on how to get them. [Originally published in Forbes.com.

Why Most Customer Experience Programs Fail

Beyond Philosophy

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. Where does your experience stop?

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