2014

As the Economy Gets Better, Customer Service Gets Worse

Beyond Philosophy

This time of year always has me thinking about the next one. It could be because I am already scheduling into January, February and so on, making next year feel even closer than it already is.

5 Customer Service Language Hacks

Customers That Stick

Language is important not just to how we communicate with our customers but to how we communicate with ourselves. The right words can put an irritated customer at ease and help you approach difficult situations with greater ease.

James Clifton: Five Ways to Improve Customer Service

Bill Quiseng

This guest post is written by James Clifton , Social Media Manager at GetApp.com. This blog is all about Delivering the World’s Best Customer Experience. In my posts, I provide advice to improve face to face customer interactions.

5 Reasons Why Customer Feedback Matters More Than Ever

Win the Customer

So you’ve done everything possible to satisfy your customers. You’ve exerted all efforts to better your products and customer service. You treat customers like kings and queens, and provide everything to match their wants and needs all the time. Now how do you know if your strategies are working?

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica whitepaper to learn how important conversational AI is to your CX strategy.

25 Influential Call Center Twitter Profiles to Follow

Callminer

Due to today’s rapidly evolving digital environment, the traditional contact center model is changing, because both the business behind it and the customers in front of it are changing. Indeed, predictions for the future of the call center include increased focus on the customer experience, omnichannel contact, mobile customer care, migration to the cloud, and […]. The post 25 Influential Call Center Twitter Profiles to Follow appeared first on CallMiner. Call Center Best Practices

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Customer Service – Which Comes First – the Customer or Your Staff?

Kristina Evey

Which Comes First – The Customer or Your Staff? Customer service is an obvious and crucial focus for any company looking for sustainable financial success. You MUST focus on customers. You MUST value and appreciate the business, revenue, and referrals they bring you.

Learn from the Best: Tips on Being Customer Centric

PeopleMetrics

In an effort to discover the experts within our clients’ companies that truly understand customer experience, we used customer feedback to identify those individuals who consistently deliver an exceptional customer experience.

Shared Vision is Essential for Customer Experience Strategy

ClearAction

Shared Vision is Essential for Customer Experience Strategy.

Large Company Customer Experience Battles

Andrew Mcfarland

Managing the customer experience in a large company requires a different set of core skills than in a small company. Large companies, focused on growth and Wall Street expectations on EPS, move all their investment into new products, cutting costs and acquiring new customers.

The Changing Role of CX Testing in Digital Transformation

Speaker: Diego Lo Giudice and Chad Hendren

With new competition emerging every day, businesses are transforming themselves, and using software as a means to drive differentiation. Digital transformation has become a key initiative for businesses across the globe, and CX is ground zero. Register now for this webinar and hear from Cyara and their guest speaker, Diego Lo Giudice of Forrester, how testing and QA practices are changing to enable and accelerate digital transformation.

For Greater Customer Satisfaction, Should Marketers Answer Their Needs or Desires?

C3Centricity

In 1943 Maslow proposed his theory about people’s needs in a paper entitled “A theory of human motivation” He used the terms Physiological, Safety, Belongingness and Love, Esteem, Self-Actualization and Self-Transcendence to describe the pattern of needs that motivate people.

Do You Harness the Power of Habit in Your Marketing Yet?

Beyond Philosophy

“ Most of the time, what we do, is what we do most of the time”. This is former F1 champion Lewis Hamilton stopping in the wrong team’s garage to change tires.

Faces of Customer Experience: Becky Lollar

Customers That Stick

Meet Becky Lollar ! I grew up in Bartlett, TN and attended Union University in nearby Jackson where I earned degrees in elementary education. I taught Kindergarten for three years then chose to stay at home with my two daughters. After our first family trip to Walt Disney World, I was hooked!

Nick Goss: How the Customer’s Experience is impacted by ‘good intentions’

Bill Quiseng

This week’s guest post is offered by customer service expert Nicholas Goss. We both share a commitment to help small business owners Deliver the World’s Best Customer Experience. I connected with Nicholas first on Twitter and quickly began a fan of his customer service blog.

Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

Using Social Media to Drive an Exceptional Customer Experience

Win the Customer

An American Express study showed customers on social media are willing to pay a 21% premium for an exceptional customer experience on social channels. Customer Experience Customer Service Social

How to Build Customer Loyalty by Being Authentic

customer sure

Imagine if you had a giant fan-base of loyal customers – growing at an accelerating rate. What could you achieve? Here’s how one small online retailer inspires astonishing customer loyalty simply by being authentic.

Who will be the next ‘United Breaks Guitars’? Don’t let it be you!

ijgolding

In 2008, Dave Carroll’s guitar was broken by United Airlines.

Improving Customer Service: How to Handle Upset Customers Successfully

Kristina Evey

Improving customer service requires the fine art of working with frustrated and upset customers. We’ve all had them. We all know the principle that if you can successfully turn around an upset customer, they’ll be more loyal to your company than if they never had an issue at all. . .

The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

Why Great Customer Service Isn’t Enough to Be Customer-Centric

PeopleMetrics

I recently sent out a pitch on HARO (Help A Reporter Out). If you haven’t gotten on the HARO bandwagon, you’re missing out. It is a fantastic network of news sources with journalists and expert opinions. And everyone’s technically an expert in something.

Is your value proposition this strong?

Joe Rawlinson

Every company, including your company, needs a strong value proposition. At the core, the value proposition is why a customer should do business with you and not somebody else. If you don’t have this differentiation, your business is doomed to struggle or die.

2014 Holiday Shopping Trends: The Early Returns Are In

ForeSee

In late October we started surveying Americans shopping online, via mobile apps, and in retail chain stores as part of our research for the Answers™ Experience Index (AXI): 2014 U.S. Retail Report , a multichannel, customer experience study that will be published in mid-December.

Five Essentials of Customer Service Excellence

C3Centricity

Recently, I took a very early flight with British Airways (BA) out of Geneva airport and once again, BA staff demonstrated their excellent customer service.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

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.

A 3-Point Checklist for Reducing Customer Hassle

Customers That Stick

“First, do the customer no harm.”. The Hero-Class TM Oath. One of the interesting things about writing a book are the things you leave out.

Ben Puzzuoli: Improving Front Line Customer Service

Bill Quiseng

This week’s guest post is written by Ben Puzzuoli, Chairman of the Board at Cayzu Help Desk ( www.cayzu.com ). The real benefit of social media is in meeting people who share like interests. My very first management position was with Marriott Hotels. Back then, there were less than 35 hotels worldwide. Recently Marriott opened the J.W. Marriott Hotel in Washington, D.C., its 4000th. I believe the growth and strength of Marriott’s success was based on J.W.

6 Ways to Make Customers Fall In Love With You Over and Over Again [INFOGRAPHIC]

Win the Customer

When you fall in love you gladly go the extra mile for that special someone every time. Everything you do, are, and want to be is what will make that special person truly happy. Culture Customer Service Infographic

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Want to build trust with your customers? Recommend a competitor.

Genroe

by kevin dooley . Amy Scott sent me through her Christmas article and I liked it so much I asked her if I could publish it on the blog. Luckily her answer was yes so everyone can benefit. Over to you Amy… Want to build trust with your customers? Recommend a competitor.

What is wrong with Virgin Media? a story of pain, frustration and dreadful Customer Experience

ijgolding

If you are a regular reader of my blog, you will be aware that I am regularly referred to stories of both great and not so great Customer Experiences.

Never Under Estimate the Power of a Thank You Note to Boost Customer Loyalty

Kristina Evey

Thank You Notes Show You Care About Your Customers. Remember Thank You notes? The things that we encouraged to write as kids every birthday or holiday when we received gifts from relatives or friends? My own personal experience is that I didn’t enjoy writing them at all.