Connie Harrington

66 Added | 2 Magazines | 1 Follower | @CJ_Harrington | Content Strategist + Freelance Writer

Your Guide to 3 Trusted CX Metrics Approaches

Surveys are the most expedient ways to collect customer insight. But that expediency comes with a price.<p>Today’s customers are likely to receive a …

Customer Experience

4 Practices to Build and Sustain Customer Focus In Field Service

Many organizations have field service operations that have direct contact with customers—typically in customers’ own homes or businesses. This makes …

Customer Experience

3 Inspiring Stories of Visionary CX Leadership

Everyone recognizes exceptional customer experiences (CX) when those encounters happen. And most people can list brands that deliver great …

Leadership

Turn Your Unhappy Customers into Brand Loyalists

A poor experience with a brand is often a deal-breaker for customers. In fact, almost 90% of customers ceased doing business with a company after …

Customer Experience

Which SMS Survey Approach is Right for Your Company?

Texting has quickly become a dominant form of communication for adults. Each day, mobile phone users send more than 20 billion SMS messages, which …

Employee Engagement

How Customer-Obsessed Brands Engage Employees

The idea that engaged employees deliver better customer experiences (CX) isn’t a new one. In fact, a classic management concept—the Service-Profit …

Employee Engagement

How Mature Is Your CX Program? A Review of 3 CX Maturity Models

Business leaders know that establishing a solid customer experience (CX) foundation is essential. They may understand the core elements of a CX …

Customer Experience

4 Expert Insights on Customer Experience for Power & Utilities

For many power and utility companies, achieving operational excellence has long taken precedence over the customer experience (CX). This has been a …

Customer Experience

3 CX Metrics You Should Be Tracking

<b>“</b>You can’t manage it if you can’t measure it,” is an often-quoted business adage—and very applicable to customer experience (CX).<p>However, extracting …

Customer Experience

Natural Gas Utility Accelerates CX Feedback Gathering

Traditionally, most utilities have focused on collecting general customer satisfaction feedback—if they survey customers at all. In some markets, …

Customer Experience

Closing the Gap Between CX Aspiration and Reality

Do today’s companies truly deliver a quality customer experience (CX)? Or do they just think they do?<p>Research from Bain and Company shows a large gap …

Management

Why You Need a CX Relationship Survey

ind<p>Customer experience (CX) is evolving. And how companies gather customer feedback is evolving as well.<p>In the past, many businesses relied solely on …

Customer Experience

5 Strategies to Gain Executive Support for Your CX Initiative

Successful customer experience (CX) programs require strong executive commitment. And industry research reveals that today’s business leaders do cite …

Employee Engagement

5 Things to Know About Customers that Complain

It seems counterintuitive, but negative feedback from customers is a <i>good</i> thing for your business. A customer who cares enough about the relationship …

Customer Experience

5 Strategies to Gain Executive Support for Your CX Initaitive

Successful customer experience (CX) programs require strong executive commitment. And industry research reveals that today’s business leaders do cite …

Employee Engagement

How to Make the Most of Your SMS Surveys

Customer feedback is the lifeblood of CX programs. But as customers receive more frequent survey invitations, they may be less likely to respond to …

Customer Experience

How Silos Hurt Your CX Practice—and How to Eliminate Them

Customers have more power today than ever before. They expect consistent, personalized service at every touchpoint. If these expectations go unmet, …

Customer Experience

5 Expert Tips to Gain More Customer Insight

Customer insight is the heart of every customer experience (CX) program. But in today’s information-saturated world, customers may not always notice …

Customer Experience

Is Your Brand Safe from Social Media Crisis? [Infographic]

No doubt about it: social media has been one of the most transformative forces in business in recent years. And social media’s power keeps growing as …

Public Relations

How CX Leaders Motivate and Reward Employee Excellence

<i>Being part of a great team.</i><p><i>Offering a high-quality product or service.</i><p><i>Working for an inspirational visionary.</i><p>These and other qualities can motivate …

Employee Engagement

3 Reasons Why You Need to Adopt SMS Surveys

It’s no secret that CX programs thrive on data. And CX practitioners face the continual challenge of how to collect more feedback from customers—in …

Customer Experience

Donald Barthelme: Glass Mountain

1. I was trying to climb the glass mountain.<p>2. The glass mountain stands at the corner of Thirteenth Street and Eighth Avenue.<p>3. I had attained the …

Literature

Poinsettias - [PANK]

There were four empty tins of peppermint Altoids in the cup holders in Mandy’s 4-runner. On her center island in the kitchen, an empty tin of …

3 Trends to Watch in Dissatisfied Customer Management

2016 is shaping up to be a big year for corporate customer experience (CX) initiatives. In fact, a recent study by CX think tank the Temkin Group …

Customer Experience

3 Trends to Watch in Dissatisfied Customer Management

2016 is shaping up to be a big year for corporate customer experience (CX) initiatives. In fact, a recent study by CX think tank the Temkin Group …

Customer Experience

Why Companies Must Close the Loop with Unhappy Customers

It’s a well-known truth: social media has heightened customer expectations. In fact, a recent study revealed that 42% of customers who complain on …

Customer Experience

5 Best Practices To Tighten Field Service Appointment Windows

<i>By Mark Wilburn CTO, SkyCreek, www.skycreek.com</i><p><i>Today’s consumers expect more than ever before — here are some suggestions for how to keep up.</i><p>In a …