August, 2022

What Mixed Signals Do You Send Your Customers?

Shep Hyken

Then I read Jan Carlzon’s book, Moments of Truth, many years ago. It was one of the most powerful customer service and experience books at the time, and the content aligned perfectly with my idea of creating Moments of Magic for our customers. Carlzon’s definition of the Moment of Truth was: .

4 Voice of the Customer (VoC) methodologies to gain valuable insights


VoC insight is crucial for organizations to increase growth rates and achieve business milestones. Read on to learn four methodologies for measuring omnichannel customer experiences


Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

Your Contact Center Employees Aren’t Happy. That’s Why They’re Leaving.

Myra Golden Media

Many of the Chicago Midway airport newsstands were closed when I traveled through last week. It was 3 pm. I settled on a glass of wine at Reilly’s Daughter in the A Concourse. Typically, they serve food, but the kitchen was closed that afternoon.

Customer Service Recovery – You’re doing it wrong

Shaun Belding

We know that it is the critical opportunity to reinforce to customers that they made a good decision in doing business with us. Why on earth would we want to create barriers to those outcomes? Shaun Belding |

The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

Five Best Customer Retention Software Solutions for Customer Success


Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn.

More Trending

Nearly half of CMOs are not ready for a cookieless future

Adrian Swinscoe

On July 27th, Google announced via a blog that it was delaying the removal of third-party cookies in Chrome through into the latter part of 2024. […]. The post Nearly half of CMOs are not ready for a cookieless future first appeared on Adrian Swinscoe


101 statistics on patient experience, satisfaction, billing and more


In the modern healthcare industry, quality patient experiences are more important than ever. Continue reading to discover 101 statistics on patient experience, satisfaction, billing, and more

How a Service Code Empowers Employees to Deliver Exceptional Experiences

Experience Investigators

The frustrated leader looks to the heavens, shaking their fists toward the sky. “It seems so obvious,” they shout. All around, trees empty themselves of scattering birds.

Three Simple Ways to Get Customers to Trust You

Shep Hyken

Think of the brands or companies you enjoy doing business with the most. What is it that makes you want to come back? Here are a few possible reasons: . The product does what it is supposed to do. . They have great customer service. . They provide a great overall customer experience. .

CCO + CMO: A Winning Partnership for Accelerated CX Growth

Find out how collaboration between a CMO and CCO can enhance the customer experience and drive business growth in this new ebook.

B2B Customer Journey Touchpoints CS Teams Need To Plan For


B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams.

Does my team need its own mission statement?

Inside Customer Service

Several of my clients have wrestled with this issue. Some feel the overarching organizational mission doesn't clearly address the team's role. A department-specific mission might give employees more clarity. Others worry that creating yet another statement adds confusion.

Customer neglect is real and needs to be managed, as do customer expectations

Adrian Swinscoe

Eng Tan and Daniel Rodriguez, the CEO and CMO of Simplr, respectively, have a theory. In their 2021 book: Experience is Everything, they say that customer neglect is on the […]. The post Customer neglect is real and needs to be managed, as do customer expectations first appeared on Adrian Swinscoe

Can technology help organisations meet the recent FCA Consumer Duty requirements?


With the introduction of the FCA's new Customer Duty requirements, brands must take an active stance toward assisting and protecting financially vulnerable customers

December CMI Placeholder

The Best Ted Lasso Clip / The Power of Insatiable Curiosity / How to Have a Good Conversation on Divisive Topics

The DiJulius Group

The Journey to Insatiable Curiosity About Controversial Issues When I was younger, I only wanted to spend time socially with people having the same common interests as I had, customer service and baseball. Not very broad. I wasn’t trying to avoid difficult topics, per se.

Seven Ways to Handle Abusive Customers (And One Way Not To)

Shep Hyken

No employee should be treated poorly by customers. . I feel bad for the people who work at the airport luggage office.

Brands that don’t Need to Steal Energy to Survive, Thrive

Conversation Agent

I was reading an article about a study by Minneapolis agency SuperHuman about marketing and women above 40. How brands get it wrong. It was 2017, I forgot where they published about it.


How to Build Client Relationships Digitally: 14 Pro Tips


Learn How to Build Client Relationships Digitally: 14 Proven Tactics. Knowing how to build client relationships digitally is critical for SaaS businesses.

Customer Preferences: How Community Can Deliver a Simplified Experience

Your customers want a simplified customer experience. Make sure you give it to them with community. Download the whitepaper to learn more!

An end to customer support frustrations? Meet NextivaONE

Adrian Swinscoe

“Can you please come up with a solution to the daily frustrations we have just trying to work together and serve customers?” ” This is a common […]. The post An end to customer support frustrations? Meet NextivaONE first appeared on Adrian Swinscoe


Components of a modern VoC program


Leveraging VoC is an essential step in boosting customer satisfaction. Read on for our outline of a modern VoC program and tips for putting customer insights to use

VOC 182

A Great CX Project Lead Has These 5 Characteristics

The DiJulius Group

After years of customer service consulting, i.e., partnering with clients to help improve their customer experience and internal culture, I have recognized that there are certain qualities one must possess to be a great CX project lead and reap the rewards.

CX 90

Amazing Business Radio: Zhecho Dobrev

Shep Hyken

The Value of Emotional Attachment in the Customer Experience. Don’t Overlook the Value of Emotions . Shep Hyken interviews Zhecho Dobrev, leading principal consultant at Beyond Philosophy and author of The Big Miss: How Organizations Overlook the Value of Emotions.

Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Mary Kane & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

How Disinformation Became Part of the Current Narrative

Conversation Agent

Genuine two-way communication is not just dissemination. Information doesn't equal indoctrination. There's a line between getting attention and agitprop. Providing proof or evidence is not the same as the truth. Truth is a conclusion the other person gets to make.


The Future Today! How to Build a Proactive Experience to Gain Growth and Save Costs!

Beyond Philosophy

On the Apple phone the other day, it suggested widgets to me of apps I might want to use. The phone notices that I want to use the apps at a particular time of day, so it pushes them to me proactively.

How insights transform operational decisions ensuring the success of the four-day week

Adrian Swinscoe

This is a guest post from the folks over at ActiveOps. June 2022 saw the launch of the four-day working week pilot in the UK, in which 3,000 […]. The post How insights transform operational decisions ensuring the success of the four-day week first appeared on Adrian Swinscoe


Three best practices for effective call management


Effective call management is an essential step in boosting contact center efficiency. Read on for three best practices to optimize your call management strategy

A Strategic Guide to Community Gamification

Does creating engaged customers and impacting CS objectives sound interesting? Learn more about how gamification can help your customer success team in our free eBook.