Ritualizing the Customer Experience


Guest Post: How to Effectively Monitor Customer Experience


H e shares different strategies to help your business monitor and measure customer satisfaction. Customer experience is crucial for businesses looking to retain existing customers and attract new ones. Measure Customer Satisfaction Using Quantitative Metrics.


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Guest Post: How to Build Your Customer Experience Roadmap


This week we feature an article from Liliana Petrova , founder of The Petrova Experience. She writes about preparing a productive and successful customer experience strategy and why it’s important to have one. Wrong Customer Experience.

Guest Post: How to Enhance Customer Experience Through Change


He shares 5 habits of companies that went through dramatic transformation and still managed to improve the customer experience. 5 Habits of Companies that Improve Customer Experience Through Change. Prioritize human needs (customers, partners and employees).

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

Guest Blog: How To Improve the Customer Experience Starting Today


She provides multiple strategies to improve the customer experience in order to gain and retain repeat customers. It’s been said that customer service is dead. But, that does not mean that you cannot improve your customersexperiences with your business.


McDonald’s Hot Coffee Case and the Customer Experience

Steve DiGioia

And how does this affect the customer experience? The McDonald’s Hot Coffee Case and the Customer Experience. “In McDonald’s admitted it did not warn customers of the nature and extent of this risk and could offer no explanation as to why it did not.”.

Guest Post: Customer Experience – Can It Work With Email Marketing?


He shares some digital marketing strategies that can help to create a more meaningful customer experience. The problem is that most of them don’t focus on the customer experience , which is a vital element to stand out. Send Customer Satisfaction Surveys.

Customer Experience Strategy Updates for 2021

CX Global Media

Customer Experience Strategy Updates for 2021 – CX Quick Tips on CX Global Media TV with James Dodkins While you might have thought your customer experience strategy updates were over for 2020, James helps you to ring in the new year with different perspectives on common CX discussions.

5 Customer Experience Lessons for 2021 [VIDEO]

CX Global Media

5 Customer Experience Lessons for 2021 – CX Quick Tips on CX Global Media TV with Roy Atkinson Customer Experience lessons were abundant in 2020. The post 5 Customer Experience Lessons for 2021 [VIDEO] appeared first on CX Global Media.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.


Guest Post: Customer Experience – Can It Work With Email Marketing?


He shares some digital marketing strategies that can help to create a more meaningful customer experience. The problem is that most of them don’t focus on the customer experience , which is a vital element to stand out. Send Customer Satisfaction Surveys.

How to Transform the Customer Experience


Want to engage and connect with your customers more effectively? I had a chance to interview Matt for my Be Amazing or Go Home TV show, and he shared specific insights on how to improve the customer experience. Personalization is a hot topic, and “on-demand” is about giving the customer what they want when they want it. If you’ve been following my work, then you know I’m a huge fan of the frictionless experience.

Who Owns the Customer Experience?

Contact Center Pipeline

Consider this scenario: “Lisa” has landed a new role leading a customer experience (CX) program. As a first-time CX practitioner, Lisa decides that her first order of business should be to identify the quick wins, so she begins to tackle customer problems already well known within the organization. Customer Experience call center CCO chief customer officer contact center corporate governance customer experience strategy CX accountability CX governance operating model

Guest Blog: Ways to Improve Your Customer Experience Online


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. If we were to inquire as to the last time you had an exceptional experience as a customer it wouldn’t likely take you long to describe the lasting impression made upon you by a brand and how pleased you were with the outcome. What is the customer experience? Use customer feedback constructively.

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

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

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. Customer Experience brand vision call center contact center customer experience strategy employee experience mission alignment mission reinforcement personalized service

How Customer Service Vision Affects Great Customer Experience

CX Global Media

Great Customer Service Vision begins with defining what your customers need. The post How Customer Service Vision Affects Great Customer Experience appeared first on CX Global Media. What problems are they facing and how are you addressing them?

Guest Post: Stronger Through Adversity | Leadership Lessons on Convenience, Customer Experience, and Legacy


H e talks about how the COVID-19 pandemic changed the customer experience and how business leaders responded. As I rang in the new year, I imagined I would spend a lot of time helping my clients drive customer loyalty and referrals. This week we feature an article from Joseph A.

Guest Post: 5 Inevitable Tips That Can Ensure a Superb Customer Experience


He writes about the importance of ensuring a positive customer experience, especially during a world crisis. The customer experience (also referred to as CX) seems like a simple concept. It’s not just about interaction with sales or customer service.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

Customer Experience Indexes: Modern Thinking


Customer Experience Indexes: Modern Thinking Lynn Hunsaker. Why are customer experience indexes powerful? An index is like an executive summary of your voice of the customer research. Each index conveys value as seen by your company or by your customers.

How to provide an effortless customer experience


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. You call the customer service number printed clearly on the DVD cover, and your IVR-directed call is picked up by Tier 1 support in less than two minutes. Customer effort matters.

Guest Post: What Will Customer Experience Post COVID-19 Look Like in Grocery Retail?


She writes about changes in the customer experience for grocery shoppers during the COVID-19 pandemic. And how can grocery retailers craft a customer experience that fits the new normal? What does that mean for the customers?

Guest Post: Ditching NPS for Real Feedback–Which is Better For Your Customer Experience?


He writes about what specifically makes feedback effective in helping you improve your customer service. So, before we delve into the main topic, first let’s have a look at what makes feedback effective and how it ties into a solid customer experience strategy.

Exceptional Experiences for Employees and Customers

One of the top trends driving a new communication experience is how companies are competing on the customer experience. Organizations that combine contact center and business communications see 3x higher customer satisfaction and 2.4x revenue growth.

What Is Customer Experience?


What is customer experience (CX)? In short, the customer experience encompasses every interaction a brand has with its customers. Delivering a great customer experience paves the way for business success. What is customer experience exactly?

Mitchell: Excellence in the B2B Customer Experience

NICE inContact

Customer ExperienceAs anyone knows who’s ever filed an insurance claim or been hurt in an accident or at work, it can be a long and frustrating process, with a lot steps and back-and-forth. Or it used to be.

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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. Having a convenient experience is critical, and it is complicated, too. People have different ideas of what makes something convenient in a Customer Experience. Convenience is defined by your customer.

Guest Blog: The Rise of Chatbots in Customer Experience


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. These virtual customer experience tools are transforming the way that companies interact with their customers in the contact center environment. When used correctly, chatbots have the power to enhance marketing, sales, customer retention and more.

How to Create an Exceptional Customer Experience

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

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. So while it might seem I am picking on them, the truth is I just have a lot of experience dealing with hotels and the “little things” that make an experience what it is there.

Guest Blog: Digitizing the Customer Experience Without Losing the Customer


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. However, I would argue that digital transformation is bringing customer experience to an entirely different level. All this progress requires businesses to provide an “always on, always available” customer experience.

Guest Post: Post COVID-19 Retail–How Contactless Payments Will Impact Customer Experience in the Future


From sanitizing stores daily to limiting the number of consumers at a moment and creating visual markers to ensure social distancing, retailers are taking all necessary measures to ensure the safety of their staff and customers against the virus. Improved Customer Loyalty.

The Customer Experience Is Your Best Marketing


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). So, which customer experience would you rather create? If it was good, it might prompt a customer to pick up the phone or email an inquiry. Customers can post comments and interact. What is marketing?

Community: Executives, Take Note!

Speaker: Carrie Melissa Jones, Erica Kuhl and Holly Firestone

While organizations have been using communities for many years, it is only in the last few that executives have started to see the value that a community can offer. But now, in 2021, many executives have finally started to view community structures as a new governance model for the entire organization rather than a stand-alone initiative. Join us on January 27 at 12 PM ET for a webinar exploring Chapter 2 of our 2021 Community Predictions eBook.

21 Tips for 2021 Customer Experience Excellence


21 Tips for 2021 Customer Experience Excellence Lynn Hunsaker. Customer experience excellence is certainly defined a bit differently now, compared to years past. How can leaders wrap their heads around these overwhelming mandates for customer experience excellence?

On Customer Experience and Correspondence


Correspondence INFORM Customer Experience Customer CommunicationsHuman communication has been a vital aspect of society since the beginning of time.

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.

Customer Experience: 5 Startling Predictions for 2020

Beyond Philosophy

With that in mind, I have some predictions for the trends in Customer Experience for 2020 and beyond. . I also shared the research I undertook in the last quarter of 2019 to position my global Customer Experience consultancy in the marketplace. . Customer Experience has matured. In 2002, when I started Beyond Philosophy, Customer Experience was an area that was only forming. Customer Experience was not showing the expected returns.

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