Guest Post: How to Enhance Customer Experience Through Change


This week we feature an article by Ricardo Saltz Gulko, managing director and co-founder of Eglobalis. He shares 5 habits of companies that went through dramatic transformation and still managed to improve the customer experience.

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.”.


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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.

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.

This is the One Thing to Improve Your Customer Experience in 2021

Beyond Philosophy

We recently spoke to Customer Experience experts who shared an interesting insight. They all say they wish people understood that there was no one thing to do, no silver-bullet-solution for Customer Experience. Key Ideas to Improve your Customer Experience.


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.

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.

Managing Customer Experience


There are many different ways to define “customer experience.” ” While some companies use the term synonymously with customer service, others define the customer experience based on a singular encounter with a customer or a general summary of how customers feel about their company and brand overall. The key is that customer experience is based on the customer’s perception of these interactions.

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?

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.


How to provide an effortless customer experience


There’s also a 126-page user guide that raises your blood pressure every time you turn a page, but you manage to set it up… after about an hour. 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. Customer effort matters.

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?

Customer Experience Management in 2019

Upstream Works

However, with a firm grasp of some of the advancements that 2018 has brought us, it’s logical to predict that these will continue to make an impact on Customer Experience Management in 2019. We’re seeing greater interest and adoption of Artificial Intelligence (AI) in our customers’ contact centers, including the use of bots to support the popularity of chat as a channel option and a surge in self-service. Dedicated Desktop and Customer Journey Management.

There’s Magic in Managing the Details


An example of this comes right out of my recently released book, the updated and revised version of The Cult of the Customer. On page 163, I wrote, “Our perceptions of the organizations with which we choose to work are inevitably shaped by a sequence of seemingly little experiences that can go either well or poorly.” The examples include demonstrated positive experiences by focusing on the “small stuff.”. I asked a manager about this and he gave me a great explanation.

Transforming Customer Care with AI

Speaker: Laura Bassett, Senior Director Product Marketing, NICE inContact

5 trends in B2B customer experience management


Find out what are 5 leading trends in B2B customer experience management in 2019. Drive your business-to-business operations to customer success and advocacy. Understand the influence of customer feedback on B2B operations. RSS generated with FetchRss

B2B 101

What Seven Years in Prison Taught Me About Managing and Respecting the Customer Experience

Contact Center Pipeline

My first taste of customer experience (or what we referred to at the time as customer service) was in a bar. Customer Experience BPO business process outsourcing call center career growth contact center customer experience empathy leadership personal journeyI was behind it, and I was really good. It takes a combination of personality, skill, savvy and charisma, and a strong knowledge of drinks, to be successful in this role.

Customer Experience Management for Salesforce


GetFeedback by SurveyMonkey offers the most flexible, easy-to-use CX technology with the fastest time-to-value in market. Product & News

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.

The Health of the Contact Center: Are You Ready for 2019?

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. front line Tweet this 3The number one priority for businesses today is delivering the right customer experience and it shows no signs of. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact. voice of the customer.

Managing The Customer Experience

Answer Dash

Dennis Snow, well-known customer service guru, showcases in his new video on the problems that occur when an organization abdicates responsibility for managing the customer's experience. Let's get to know the importance of managing customer experiences of your business in this video by Mr. Snow. As a customer service expert and keynote speaker, Dennis' focus is to help clients achieve "walk-through-fire" customer loyalty.

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. If you had walked into a bank, clothing store or small local grocer 50 years ago, you likely would have found the manager or even the owner greeting you at the door, and the clerks may have called you by name and asked after your spouse and children. Communities were smaller, shopping was local, and technology wasn’t there to either help or confuse the customer.

Concentrix Releases Cloud Platform for Digital Customer Experience Management


The Concentrix Experience Platform (XP) delivers a managed technology solution for omnichannel customer experience and work-at-home agents Cloud customer experience platform brings digital journeys to life at scale FREMONT, Calif.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

to meet customer expectations for digital service Social Media Voice of the. Customer. Digital Self Service Tweet this Customers want digital self- service options, such as chat and. customers to order their favorite. experience that helps customers. scrambling to offer new customer. strongest omnichannel customer. their customers, compared to 33. a quality experience. experience customers expect? to customers.

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?

5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. At times (more in the “old days” but every now and then it happens in present times) we’ve literally have been accused of “having religion;” i.e., believing in Customer Experience (CX) without proof and asked to show the value of CX. Customer Satisfaction results in a higher share price.

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. The symptom is a poor experience; the cause is their lack of Customer centricity. The reason your organization is delivering the experience it does today is because of the way your organization is.

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.

The Top 3 Ways to Forecast for Your Contact Center

metrics by which workforce management (WFM). that customers may decide to go elsewhere, to. savings and improves customer satisfaction. overstaffing, minimizes customer wait times. and optimizes the customer experience. forecasted customer. customer’s initial. Include in your modeling other non-phone based forms of customer interaction, such as chat and email. customer service and service level goals, while minimizing.

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. Measuring your results is vital to your success in Customer Experience. We discussed the best statistics to prove Customer Experience delivers ROI on our recent podcast.

What Do The Pioneers of Customer Experience See for The Future

Beyond Philosophy

What happens when you get three Customer Experience Pioneers together to discuss the past, present, and future of Customer Experience? This episode of The Intuitive Customer, for starters. The future of customer experience is infused with technology and data.

Customer Experience is Still a Mystery

The Petrova Experience

What customer experience is, and how well brands think they are executing customer experience, and how well they are actually doing it are often at odds. According to Bain, 80% of CEOs believe they deliver superior customer experience while, 8% of their customers agree.

Guest Post: How to Walk the Customer Experience Tightrope


He explains the importance of finding the right balance when providing the customer experience. Similarly, those individuals in charge of their business’ customer experiences (CX) could learn a lot from a tightrope walker. The same way noise can disrupt a tightrope walker, businesses must strike the right balance in communicating with their customers. Too much noise can alienate a customer for good, while too little can leave them feeling undervalued.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

Customers Tweet this The Customer Data Too Often Overlooked by the C-Suite Why Contact Center Analytics is Key to Identifying Opportunities for Growth 2 | Business Transformation and Analytics: Driving Change in a Customer-Centric World We read constantly about the need to adapt or die—and that “digital. INTRODUCTION Business Transformation and Analytics: Driving Change in a Customer-Centric World | 3. understand new sources of customer data and. want customer.

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


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. We all crave for “more”- entrepreneurs expect more from their employees whereas your coworkers as well customers may expect more from you. The following post sums up a little bit in the details of what and how when it comes to customer experience strategies.

Guest Post: Combine Customer Service and Customer Experience to Grow Your Business


She explains the difference between customer service and customer experience and shares how implementing both into your business creates success. According to a recent study, it was found that as much as 86% of buyers were willing to pay more for better customer experience.

The 10 Biggest Myths of Customer Experience (CX) – Busted!


Customer experience is gaining traction as the new battlefield. Customers who come back for a pleasant experience are loyalists who are important to any company. The economy we live in is experience dominates. However, only 8 percent of customers agree to that.

How Can Inventory Management Improve Customer Experience?

CSM Magazine

Inventory management has a pivotal role when it comes to good customer service management. A person with convenient access to data can match the right order to the right customer, meaning, they can provide customers with precise information about stock levels.

Research Report: The State of Community Management

Online communities provide a wealth of benefits for organizations; they impact a variety of customer activities, boost engagement, and provide a range of transformative business services. In short, a well-maintained community will provide immense brand value and elevate the customer experience. In collaboration with the Community Roundtable, we have provided you with a comprehensive summary of The State of Community Management 2020, including an assessment of three key findings. Grab your free copy today!