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Joe writes and speaks on empathetic customer engagements. Find out more at JoeLoveless.com

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It's Not About Just the Experience, It's the Journey -- With Analytics
Entrepreneur - Peter Daisyme
Thanks to dramatic new algorithms, you're about to learn a whole lot more about your customer's actions and preferences. Opinions expressed by Entrepreneur contributors are their own. Today's businesses
Don't Wait. Here's Why You Should Get in the Chatbot War Now.
Entrepreneur - Andrew Medal
Chatbots are the new face of 24/7 customer service, and many of your competitors are already using them. Opinions expressed by Entrepreneur contributors are their own. While there is no way of knowing
The Future of Customer Loyalty Programs – Now and for the Holidays
business2community.com - Timi Garai
Last week, as I was sitting at my messy desk and drinking my coffee (in reality, it was more like a mug of milk with a splash of coffee…), someone …
7 Ways SaaS Companies Can Increase Conversion Rate
business2community.com - Shane Barker
Conversion rate optimization (CRO) for SaaS companies can be both more forgiving and more challenging when compared to CRO for a single landing page, …
Follow These 9 Steps to Copy Zappos' Exceptional Customer Service Strategy
Entrepreneur - Christa Foley
How Zappos creates a customer-obsessed culture -- and you can, too. Opinions expressed by Entrepreneur contributors are their own. Today more than ever, customer service really matters. Technology is to
When B2B buyers want to go digital--and when they don’t
mckinsey.com
New research indicates where to focus digital investments so that they will reap rewards in online and face-to-face channels. It was long held that …
7 Technologies that are Transforming the Customer Experience Landscape
iamwire.com - Chans Weber
This column is authored by Chans Weber, CEO of Leap ClixxThe post 7 Technologies that are Transforming the Customer Experience Landscape appeared …
Customer Service
Elon Musk Just Spent the Weekend Making Changes to Tesla's Cars (by Listening to Customers on Twitter)
Inc Magazine - By Chris Matyszczyk
Absurdly Driven looks at the world of business with a skeptical eye and a firmly rooted tongue in cheek. Elon Musk has become something of a deity for certain people. Here is this marginally eccentric,
Customer Service
How Tehran's Answer To Uber Is Changing The Way People Travel And Live
psfk.com - Guardian
In Tehran’s chaotic metropolis, sharing taxis is the norm. But darbast, meaning literally “door-closed”, is the word to shout if you want one …
Customer Journey Mapping to Improve Your Customer’s Experience
business2community.com - Lisa Masiello
cocoparisienne / PixabayIt wasn’t that long ago that marketers could easily plot the journey a buyer took from initial contact to purchase. The …
How to Make the Most of Your Contact Center Data
cmswire.com - Susan Ganeshan
Your company’s contact center is more than just a hotline for fielding customer questions or complaints. And if you're still viewing it that way, …
3 ways the evolving customer journey will impact CIOs
cio.com - Chris Stone has more than 30 years of experience in software development and pioneering open source solutions for the enterprise. As the Chief Products Officer at Acquia, Chris is responsible for engineering, DevOps, and product management of the Acquia Platform, helping lead the expansion of the company’s suite of SaaS solutions for building and managing integrated digital experiences.
From Facebook’s personalized newsfeed to Uber’s frictionless ride ordering service, supporting a modern customer experience means rethinking how …
Customer Experience
Here's Why Field Service Technicians Are Your New Brand Ambassadors
cmswire.com - Alain Manoukian
Remember when our idea of customer service was one touch point, a call center which allowed for limited customer interactions? Fast forward to today, …
How to Use Predictive Analytics to Engage Customers Throughout Their Journey
marketingprofs.com
As consumers become more digitally connected, their buying journeys are becoming increasingly complex: The path to purchase is no longer a linear …
Your Mighty New Mindful Habit: Learn to Respond, Not React
apartmenttherapy.com
Whether you're talking with friends, family, romantic partners or even coworkers or employees, how you communicate means a lot, especially when it …
Customer Experience
5 Fresh Examples of Customer Experience Innovation
Forbes - Blake Morgan
Serena Williams is a fiercely competitive tennis champion. Her record is 39 Grand Slam titles. She shows an ability to serve aces at critical moments — a tennis serve the opponent doesn’t touch. She’s
Customers
The Chief Customer Officer
spencerstuart.com
December 2015 A New Leader for a New CPG Landscape Customers today are armed with unprecedented information, choices and purchasing channels, spurring …
Chatbots
10 Examples of How Brands Are Using Chatbots to Delight Customers
Inc Magazine - By Larry Kim
Businesses and brands are using chatbots in lots of exciting ways. You can order food, schedule flights, and get recommendations for pretty much anything you can think of. We're still in the early days,
Entrepreneurship
Apple's New Customer Service Tools...And Other Small Business Tech News This Week
Forbes - Gene Marks
Here are five things in technology that happened this past week and how they affect your business. Did you miss them? 1 — Apple has a new way for you to better serve your customers. It’s called “Business
5 New Rules To Winning The Customer Loyalty Game In The Digital Age
Forbes - Shama Hyder
As a keynote speaker who travels internationally, educating audiences on how to do business and win hearts and minds in the digital age, one of the things I regularly encounter is confusion over how to
Travel Industry
Mapping the online customer journey for travel organisations
digitaldoughnut.com - Netherlands
In this blog we will examine the online customer journey within the travel industry – touching on key factors such as customer personas, the …
Customer Experience
Putting customer experience at the heart of next-generation operating models
mckinsey.com
The benefits of improved customer experience can be fleeting unless changes to supporting back-end operations are made, as well. Digital is reshaping …
Customer Service
What 1-800 Flowers has learned from its Watson-powered concierge
Digiday - Grace Caffyn
IBM Watson is having a moment with brands. The North Face, Macy’s and 1-800 Flowers are some of the brands collaborating with the supercomputer to …
How to Create a Unified Customer Ecommerce Journey
cmswire.com - Harry Chemko
Just when marketers solve one problem, another rears its head. Multichannel commerce is presenting marketers with a whole new raft of …
Customer Experience
Customer Experience -- Why Now?
Forbes - Blake Morgan
Customer experience is not a new phrase. It has been around for many years. So what makes today any different? Today is different because we have big fish that visibly stand on the platform of customer
Where Customer Experience Is Going, We Don't Need Checkout Lines
cmswire.com - Scott Anderson
Think of the last time a shopping experience didn’t meet your expectations. Maybe you couldn’t access that gift card credit you loaded into your …
The Skills Required for Every Customer Service Job
The Balance - By Alison Doyle
Good customer service skills are essential for many different types of jobs. You may be face to face in a retail setting, communicating over the …
6 smart questions to get you the most useful customer feedback
TNW - Wilson Peng
Goal: When someone decided not to use your product, wouldn’t you want to find out why? You may discover that they found another product, your prices were too high, your product was poorly designed, or
Customers
Growing Trend Among Small Business Owners: Customer Advisory Board
Inc Magazine - By John Rampton
Customer Advisory Boards (CABs) have been around a long time, but it is only recently that large businesses have begun to understand how they can use these boards in a more effective way. Large business
How machine learning is ushering in a new age of customer service
TNW - Graham Cooke
While machine learning itself is nothing new, the speed at which data can now be processed, analyzed and actioned has completely changed the machine-learning game. Readily affordable computing power, quantity

Joe LovelessFollow

Magazines

Customer Success

Art.Wires.Soul.

Flips

It's Not About Just the Experience, It's the Journey -- With Analytics

Don't Wait. Here's Why You Should Get in the Chatbot War Now.

The Future of Customer Loyalty Programs – Now and for the Holidays

7 Ways SaaS Companies Can Increase Conversion Rate

Follow These 9 Steps to Copy Zappos' Exceptional Customer Service Strategy

When B2B buyers want to go digital--and when they don’t

7 Technologies that are Transforming the Customer Experience Landscape

Elon Musk Just Spent the Weekend Making Changes to Tesla's Cars (by Listening to Customers on Twitter)

How Tehran's Answer To Uber Is Changing The Way People Travel And Live

Customer Journey Mapping to Improve Your Customer’s Experience

How to Make the Most of Your Contact Center Data

3 ways the evolving customer journey will impact CIOs

Here's Why Field Service Technicians Are Your New Brand Ambassadors

How to Use Predictive Analytics to Engage Customers Throughout Their Journey

Your Mighty New Mindful Habit: Learn to Respond, Not React

5 Fresh Examples of Customer Experience Innovation

The Chief Customer Officer

10 Examples of How Brands Are Using Chatbots to Delight Customers

Apple's New Customer Service Tools...And Other Small Business Tech News This Week

5 New Rules To Winning The Customer Loyalty Game In The Digital Age

Mapping the online customer journey for travel organisations

Putting customer experience at the heart of next-generation operating models

What 1-800 Flowers has learned from its Watson-powered concierge

How to Create a Unified Customer Ecommerce Journey

Customer Experience -- Why Now?

Where Customer Experience Is Going, We Don't Need Checkout Lines

The Skills Required for Every Customer Service Job

6 smart questions to get you the most useful customer feedback

Growing Trend Among Small Business Owners: Customer Advisory Board

How machine learning is ushering in a new age of customer service