INDUSTRY INSIGHTS YOUR PEERS ARE READING
It’s your customers. In fact, customers are far more than just assets; your relationship with them forms the very foundation of your company. Every interaction a customer has with your brand and product—from the first ad they see to the moment they implement your software—matters. MORE
Customer Experience Contact Centre MORE
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. MORE
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? MORE
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. MORE
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. MORE
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? MORE
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. MORE
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. MORE
Consumers have the power, everyone is an influencer and consistently delivering exceptional customer experience is critical to event success. And as the B2B vs B2C playing field has leveled, buyers expect consumer centric experiences across the board. MORE
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. MORE
Customers are tired of being treated like numbers. They’re aware of how much of their information and feedback is being collected, and now consumers want the companies they do business with to use that data to provide a more personalized experience. MORE
Customer service and customer experience (CX) have become as hot of topics as any in business. It’s become a customer expectation. Don’t deliver on the CX and the customer will find someone – or some company – that does. So, the new question isn’t about customers. MORE
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. MORE
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. MORE
If you have ever started a personal fitness program, you know exactly what it is like to encourage a company to begin a customer experience transformation. Here are 4 steps to transform your customer experience fitness. MORE
Customer Experience as an industry is at a crossroads. In our recent podcast, we had a guest Bob Thompson, CEO of Customer Think Corp., Both firms agreed that the Customer Experience Industry as a whole was not showing any significant increases or ROI. MORE
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) ? MORE
When it comes to Customer Experience (CX) work, it takes a very special type of person to be successful. a global community of Customer Experience professionals, where do we tend to excel, and where do we have critical gaps? MORE
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 MORE
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. MORE
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. MORE
Long lumped in with Customer Service, the entire Customer Experience concept is finally being acknowledged as a weighty differential in the quest to build customer loyalty and increase sales. Now, these same questions need to be asked of your staff and your customers. MORE
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. MORE
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. MORE
I recently read two pieces of research about Customer Experience that worried me. The first was from Nunwood , a UK-based research company with a Customer Experience index, and it showed that improvements in Customer Experience were not happening. MORE
This week we feature an article by Irina Kirnos who writes about how chatbots are customer experience tools that are changing the way that companies interact with their customers. From Customer Service to Customer Experience. MORE
Uncertainty influences a lot of our customer behavior. We discussed some of the psychological theories behind our need to placate uncertainty as customers in a recent podcast. One of the most worthwhile for us to talk about is Prospect Theory and its implications for customer behavior. MORE
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 MORE
When I work with customer service and marketing teams to improve customer interactions, I always ask some form of these questions: “It’s six months from today. What does our customer experience feel/look/sound like?” MORE
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. MORE
Companies frequently designate customer experience (CX) as the most exciting opportunity for their business, according to the Digital Marketing Trends Report. Indeed, American Express research shows that a better experience is worth a higher cost for 60% of customers. MORE
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. MORE
What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. MORE
Customer Experience Related Topics TechSee
JULY 18, 2019
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.
ShepHyken
JUNE 14, 2019
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.
ShepHyken
MAY 31, 2019
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.
Call Center Weekly
APRIL 15, 2019
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) ?
Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.
ShepHyken
JULY 26, 2019
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.
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ShepHyken
APRIL 5, 2019
This week we feature an article by Irina Kirnos who writes about how chatbots are customer experience tools that are changing the way that companies interact with their customers. From Customer Service to Customer Experience.
Call Center Weekly
OCTOBER 18, 2018
Long lumped in with Customer Service, the entire Customer Experience concept is finally being acknowledged as a weighty differential in the quest to build customer loyalty and increase sales. Now, these same questions need to be asked of your staff and your customers.
Beyond Philosophy
DECEMBER 22, 2014
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.
Call Center Weekly
SEPTEMBER 11, 2018
Consumers have the power, everyone is an influencer and consistently delivering exceptional customer experience is critical to event success. And as the B2B vs B2C playing field has leveled, buyers expect consumer centric experiences across the board.
Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum
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ShepHyken
MARCH 22, 2019
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.
Beyond Philosophy
DECEMBER 6, 2018
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.
Beyond Philosophy
JULY 30, 2015
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.
ShepHyken
NOVEMBER 16, 2016
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?
Advertisement
1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the. center, showing that brands are willing to do—and spend—what it takes to create loyal customers.
Callminer
APRIL 20, 2018
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.
ShepHyken
JUNE 21, 2019
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.
Beyond Philosophy
JUNE 13, 2019
What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail.
Topdown
SEPTEMBER 18, 2018
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
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Learn 5 actions your organization can take right now to improve the customer experience
ShepHyken
JULY 19, 2019
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.
Micah Solomon
OCTOBER 11, 2018
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.
Totango
JULY 9, 2019
It’s your customers. In fact, customers are far more than just assets; your relationship with them forms the very foundation of your company. Every interaction a customer has with your brand and product—from the first ad they see to the moment they implement your software—matters.
Beyond Philosophy
MAY 8, 2017
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.
Advertisement
1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the. center, showing that brands are willing to do—and spend—what it takes to create loyal customers.
CX Accelerator
MARCH 14, 2019
When it comes to Customer Experience (CX) work, it takes a very special type of person to be successful. a global community of Customer Experience professionals, where do we tend to excel, and where do we have critical gaps?
Beyond Philosophy
MAY 31, 2019
Uncertainty influences a lot of our customer behavior. We discussed some of the psychological theories behind our need to placate uncertainty as customers in a recent podcast. One of the most worthwhile for us to talk about is Prospect Theory and its implications for customer behavior.
Contact Center Pipeline
JUNE 13, 2019
Customers are tired of being treated like numbers. They’re aware of how much of their information and feedback is being collected, and now consumers want the companies they do business with to use that data to provide a more personalized experience.
Myra Golden Media
AUGUST 5, 2019
When I work with customer service and marketing teams to improve customer interactions, I always ask some form of these questions: “It’s six months from today. What does our customer experience feel/look/sound like?”
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topic in C-suites, AI for customer engagement is white hot. As a pioneer in AI for contact center customer service and customer. companies to transform—not just improve—customer service and. center customer service. Intelligence in the Customer Engagement.
Beyond Philosophy
FEBRUARY 6, 2019
Customer Experience as an industry is at a crossroads. In our recent podcast, we had a guest Bob Thompson, CEO of Customer Think Corp., Both firms agreed that the Customer Experience Industry as a whole was not showing any significant increases or ROI.
GetFeedback
FEBRUARY 15, 2019
Companies frequently designate customer experience (CX) as the most exciting opportunity for their business, according to the Digital Marketing Trends Report. Indeed, American Express research shows that a better experience is worth a higher cost for 60% of customers.
ShepHyken
JULY 25, 2018
Customer service and customer experience (CX) have become as hot of topics as any in business. It’s become a customer expectation. Don’t deliver on the CX and the customer will find someone – or some company – that does. So, the new question isn’t about customers.
Beyond Philosophy
OCTOBER 6, 2014
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?
Advertisement
Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones
Andrew Mcfarland
JUNE 24, 2019
If you have ever started a personal fitness program, you know exactly what it is like to encourage a company to begin a customer experience transformation. Here are 4 steps to transform your customer experience fitness.
Connect Managed
AUGUST 20, 2019
Customer Experience Contact Centre
Beyond Philosophy
JANUARY 2, 2019
I recently read two pieces of research about Customer Experience that worried me. The first was from Nunwood , a UK-based research company with a Customer Experience index, and it showed that improvements in Customer Experience were not happening.
ShepHyken
DECEMBER 14, 2018
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.
Speaker: Vicki Brackett, Author and COO of Sinousia
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