Callminer

JANUARY 3, 2017

In a world of uncertainty, being able to make informed decisions in response to changes will be vital to success.

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Customers That Stick

JANUARY 2, 2017

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Customer Experience 92

Customer Experience Customer Service 92

Customer Bliss

JANUARY 5, 2017

Over the holidays, I read two interesting articles about customer experience. The first one, from Forbes , is called “Five Bold Expert Predictions For 2017.” (I am not among these experts, no.) The second article is from Harvard Business Review and called “The Most Common Reasons Customer Experience Programs Fail.” These are admittedly just two articles — there are dozens, if not hundreds, of articles published every day about CX — but if you find the int

CX 94

CX Omnichannel Retail AI 94

Heart of the Customer

JANUARY 4, 2017

A customer room is a fantastic way to communicate just what it’s like to be your customer. Jason Kapel of Prudential discussed their customer room at a CXPA meeting, and I asked him to share his experience with our readers. How did you come up with the idea of a customer room? I wanted to […]. The post Building a customer room at Prudential – an interview with Jason Kapel appeared first on Heart of the Customer.

CX 79

CX Customer Experience 79

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Customer Loyalty

Beyond Philosophy

JANUARY 3, 2017

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. First, a little dictionary diving is required. The word ‘chronos’ may be familiar to some. In ancient Greek, it means “time” or “order”, like chronology or sequence. Kairos is probably less well-known. It means, essentially, doing something at the right instance, in other words a moment of truth or when something of significance happens.

CX 76

CX Customer Loyalty Contact Center Start-ups 76

ClearAction

DECEMBER 31, 2016

2017 Customer Experience Resolutions Lynn Hunsaker. What’s new in 2017 customer experience management? Like most resolutions, what’s new is less about shiny objects and more about mastery of down-to-earth principles. It’s all about keeping your eye on the prize with a sensible plan. Tech gizmos may add excitement or ease, and trends or predictions may be meaningful in your unique situation or not.

Customer Experience 81

Customer Experience Customer Journey Map VOC Voice of the Customer 81

Kerry Bodine

JANUARY 4, 2017

I’m often asked about customer experience conferences: What’s out there? Where am I speaking ? Which conferences would I recommend? I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals.

CEM 48

CEM CX Contact Center Retail 48

Provide Support

JANUARY 3, 2017

5 Considerations When Building Multichannel Customer Support. The number of channels and choices for customer support are growing and businesses who enable customers to reach them on the channel of their choice experience high levels of customer satisfaction. Of course, the more traditional methods of email and phone calls are channels that many consumers still prefer.

Social Media 50

Social Media Customer Satisfaction Customer Service 50

CX Journey

JANUARY 4, 2017

Image courtesy of GMC Software How do you know you're achieving customer experience excellence? Back in November, I wrote a post about a whitepaper I penned for GMC Software on how the worlds of customer communications management (CCM) and customer experience collide, without question. Parts of that whitepaper and another I had written for GMC Software were incorporated into their first ebook, The Authoritative Guide to Achieving CX Excellence: Unlocking the Power of Customer Communications Mana

CX 50

CX Customer Experience 50

The DiJulius Group

JANUARY 4, 2017

In case you missed them, the 10 most popular eServices of 2016 were the following. I suggest printing them out, reading and sharing them with your management team. 10. Things You Don’t Want To Shop To The Lowest Bidder There are certain things in life that you don’t want to price shop, look for discounts […].

Customer Service 45

Customer Service 45

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Comm100

JANUARY 5, 2017

Knowing when to say no to customers is a crucial part of knowing how to say no to customers. Here are some scenarios that will help you create guidelines for your business on when it is appropriate, or even to your advantage, to tell customers no. Saying No to a Refund. Having a sound refund policy helps keep employees and customers on the same page, and can provide your company protection against theft and loss.

Social Media 42

Social Media Customer Service 42

Kate Nasser

JANUARY 2, 2017

Is unconscious implicit bias ruining your otherwise stellar customer experience & service? Examples and insight from Kate Nasser, The People Skills Coach™. The post Stellar Customer Experience: Is Unconscious Bias Ruining Service? appeared first on KateNasser.com.

Customer Experience 41

Customer Experience Contact Center Retail Customer Service 41

Confirmit

JANUARY 4, 2017

The market research industry is changing rapidly, and it is more important than ever that we truly understand what the implications are for our business and profession. The Q3-Q4 2016 edition of the GRIT Report was created to help insights professionals like you better understand where the industry is heading so you can make the right decisions for your organization.

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