The 12 Principles of Customer Relationships

Brad Cleveland

The principles behind building strong customer relationships are as important as ever in today’s hyper-connected economy. Evolving customer expectations, social communities, new channels and other developments have not changed the fundamentals.

Everyone Has A Story


Everyone has a story to tell. Everyone you meet knows something you don’t. We invite CCNG members to share their experiences, stories, and expertise in Contact Center Operations, Customer Engagement, and Customer Service.

CCNG 141

How to start using Social Media for Customer Service

Bill Quiseng

This week’s post is written by Ravi Shukle. In my posts, I provide advice to improve face to face customer interactions. But today’s customers are expecting service on-line and on the social media channels that they use.

at the hollows – Customer Experience Review


I was inspired to create my own methodology for writing Customer Experience Reviews by reading and watching the plethora of infamous restaurant critics who are regularly in the public eye.

Best Practice Webinar: Conquering Attrition in the Contact Center

3 Imperatives to Engage and Retain Employees. Your frontline employees make or break your customer experience. Yet, attrition can mean delivering customer service with fewer and less-tenured employees, directly affecting your quality of service and forcing you to rethink your customer experience strategy. Join industry expert Lori Bocklund and Genesys experts to examine the root causes of contact center turnover. Learn how to conquer attrition with a hyper-focus on these key areas: Increase focus on coaching and development. Become more strategic in hiring and training. Discover new ways to engage your employees. Presented by. Lori Bocklund, President, Strategic Contact Inc. Cameron Smith, Global Director of Solution Strategy, Genesys. Steve Kosiba, Product Marketing Manager, Decisions & WFO, Genesys. March 21st, 2018 11 AM PST, 2 PM EST, 7 PM GMT. This webinar will be presented LIVE in North America! Not sure you have time to join the live session? Register anyway and we'll send you the recording afterward!

More Trending

Why Bad Customer Service Experiences Happen [Infographic]

Win the Customer

It’s inevitable that customer service experiences will sometimes fail. No organization is immune from bad customer service happening at point in time. Fact of the matter is that customer service is an intensely human experience subject to humanity’s faults and shortcomings.

Faces of Customer Experience: Nicole Miller

Customers That Stick

Meet Nicole Miller! My name is Nicole Miller and I graduated in 1990 at Marymount University where I received a bachelors degree in business and fashion merchandising. Since graduation, I have always been in the retail industry and am currently the district manager for the Once Upon A Child stores.

The Ultimate List of Net Promoter® Best Practice Tips


Automate your process. Net Promoter was launched in 2003 and since then many, many organisations have used the methodology to drive change in their business. With so much time invested, lots of lessons have been learned.

Get your customer service ready for the digital-first generation

Ian Jacobs

This is a guest post by Danielle Geoffroy, Research Associate on the AD&D team who helps with our customer service and unified communications research. Do you hear that swooshing sound of a tweet being sent in the middle of a Google Hangout? It's faint, but strong, and it means they're coming.

Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

Measure to manage customer experience


Are you measuring customer experience? In many areas of management it is clear what to measure and what action to take when things go wrong. For example, if a product comes out of a manufacturing process too cold you need to increase the temperature.

Providing a Poor Customer Experience Is Costly

Brad Cleveland

When customers go through what they consider to be major customer service failures, the company providing the poor experience pays a heavy price.

Effective Communication Is Difficult


Many people think effective communication is simply lining up the three primary parts of communication – body language, tone, and the actual words we speak.

Key Steps to Successful Agent Coaching


Many agents and supervisors cringe when it is time for coaching. From an agent perspective, the coaching experience has historically been associated with a supervisor controlling a conversation; speaking to what the agent has done wrong on a call.

Call Center Outsourcing RFP Template

Are you considering outsourcing your call center? This FREE Call Center RFP Template download will guide you through critical questions to ask and provide tips to narrow down the key areas to consider when selecting the best outsource call center vendor.

Authenticity – the key to unlocking the greatest Customer Experiences? Featuring case studies from Weleda and Old Mutual Zimbabwe


Over the last few years I have become a bit of a ‘closet geek’ when it comes to dictionary definitions!

A Great Customer Experience Isn't Enough

CX Journey

Today I'm pleased to share a guest post by Denise Lee Yohn. To excel in customer experience, you can't just rely on good design and solid execution. Your customer experience shouldn't just be great -- it should also be differentiated. Customer experience has evolved just as product and service did.

7 Signs of Decline for the CX Movement in 2015

Beyond Philosophy

Customer Experience continued to be a dominant business issue throughout the world in 2014. We get many inquiries for our services globally. I worked with clients in more countries than ever before last year, including China, India, and Saudi Arabia to name a few.

The Customer Is NOT Always Right, But Is Always a Customer

Win the Customer

Is the customer always right? Does that ultimately really matter? Every business owner or company manager needs to properly understand the needs of the customer because future business depends on it.

Faces of Customer Experience: Renee Cloyd

Customers That Stick

Meet Renee Cloyd! Renee Cloyd is a wife and mother of three young boys ages 11, 9 and 6 who balances her busy home life with a full time job as a Center Director at Christ Lutheran Children’s Center. At CLCC, we strive to provide a quality early childhood program.

In customer service, your people are NOT your most important asset.

Bill Quiseng

In the book Good to Great, Jim Collins writes that “People are not your most important asset. The right people are.”. Customer service is all about building relationships – relationships with superiors, direct reports, vendors and customers.

From Theory to Practice – Ten Steps for making customer journey mapping happen

Peter Lavers

Customer Experience Management is a hot topic in many companies, who have realised that they are no longer ‘in control’ of all the channels, media or messages that their customers utilise to engage with their brand.

BLOG-SIKORSKI’S THINK ABOUTS: Interior Design of Your Call Center # 2

Sikorski's Think Abouts

Here is #2 of my Call Center design series. Interior Design Should. Accommodate Change. Encourage Growth. Give your staff the ability to control the use of their own environment. Design Should Incorporate. Traditional Offices. Building Functions. Center Functions.

Celebrating 30 Years of Contact Centers

Brad Cleveland

Call Center Contact Center Customer Experience Customer Service Videos Brad Cleveland customer experience ICMI

Speech Analytics: Magic, Mystery or Method?


Who doesn’t love a good whodunit? As an avid mystery reader, I enjoy the plot twists and turns and characters that flip-flop between villain and hero. The butler did it – no, that’s too obvious – okay, it has to be the shy and beautiful parlor maid; maybe.

New Research: Customer Effort Score Debunked, NPS® Vindicated


Is the new iPhone better than the latest Android phone? Ask 10 people and you’ll get 10 different answers — all of them based on opinion. incredibleguy. It’s similar with customer feedback metrics.

What makes the the worlds #1 Customer Experience brands?


As I quite literally travel the world talking, listening and working with individuals and organisations who have an interest in Customer Experience, I am regularly asked who the world’s ‘best’ Customer Experience brands are. ‘Who is good at CX?’ ’ is a pretty typical question. It is a good question to ask and one that I […].

Winning Customer Loyalty with Empathy

CX Journey

Image courtesy of InMoment Today I'm pleased to share a guest post by Brooke Cade of InMoment. With social media taking over, it is no surprise to see more companies turning toward these digital platforms to connect with customers.

Are you Irrational: 7 Questions to See If You Are Irrational?

Beyond Philosophy

I love watching what people, and Customers do. We human’s think we are so clever and sophisticated and yet much of what we do is totally irrational.

5 Tips to Turn Difficult Customers Into Brand Advocates

Win the Customer

We’re all heard the saying ‘The customer is always right’, but is that true? Well, it can’t be true because in fact the customer can often be wrong.

5 Principles for Great Restaurant Customer Service

Customers That Stick

Restaurants are one of the few truly universal industries because almost everyone has familiarity with them.

Columbia Sportswear Takes Customer Service to the Cloud


From its humble beginnings as a hat business founded by German nationals who fled Europe in 1938, to a global corporation with five brands, Columbia Sportswear is made up of real people who are passionate about the outdoors. That passion also extends to delivering outstanding customer service. As their customer support inquiries increased, Columbia Sportswear knew they needed a new contact center solution to support seasonal call volumes, e-commerce, and their unique brands.

Say Goodbye to Your Service Job


Our CEO would frequently refer to our company as a “family” every time he would speak. It always had a stench of b t to me, but today it stunk pretty bad. Like every family, a time comes when you have to make tough decisions when the going gets rough.