Emotional Customer Experience

By Eldon Phukuile | Eldon Phukuile's Customer Experience Magazine

5 ways in which Social Listening can help shape Customer Experience

The social landscape was, unsurprisingly, seen as a marketing platform for years. This was until the evolution of customer experience from just a …

Customer Experience

In government #CX, we have generations of bureaucratic idleness to overcome. So true @GregoryDerwart. #CXPA networking event. https://t.co/hSHKHTiWsf

Why a strong customer experience is so important for retail banks

Retail banking is a complex industry, subject to an array of outside factors that have a significant impact on account holders and their experiences …

Customer Experience

NPS WTF? A (very) quick intro.

Struggling to get your head around NPS and how to use it to really grow your business? Have you heard others raving about it and wonder what all the …

Customer Experience

A ustomer experience definition

While some companies struggle with agreeing on a customer experience definition, it’s actually pretty simple. Actually delivering a great one? That’s …

Customer Experience

Why Customer Experience Matters to Your Business

By Johanna Rivard<p>In Marketing Strategy<p>0<p>Recent developments in technology are empowering consumers like never before. This digital revolution is …

Customer Experience

NRF Takeaways—AI to Rescue the Customer Experience

From Jan 15-17 in New York City, over 30,000 attendees, analysts, journalists, and other thought-leaders gathered to attend NRF’s Big Show 2017, the …

Customer Experience

A customer experience definition

While some companies struggle with agreeing on a customer experience definition, it’s actually pretty simple. Actually delivering a great one? That’s …

Customer Experience

Whatever Happened to Customer Support?

Whatever Happened to Customer Support?<p>The cost of providing tech support is high; some companies don't even bother. But I have had surprisingly good …

Customer Service: Turn Sudden Relationships into Bonds | #custserv #cx

BlueOcean<p>Are you exploring outsourcing for the first time? Or perhaps you’re looking for a better alternative to your current contact center vendor? …

Customer Service

Customer Service Phrases to Avoid

Every brand makes mistakes sometimes, leading to negative experiences for customers. Interactions can be tricky for the Customer Service Team when …

Customer Service

Handrail Helps You Create Meaningful Experiences

Design and development is a team sport.<br>Collaborate and stay in sync with Handrail.<p>With Handrail's Team Edition, everyone can get involved in the …

Complimentary Should Mean Free

My buddy went to dinner with his wife to celebrate their anniversary. The server overheard them talking about how many years they had been married …

Customer Service

How to Bring a Customer Focus Competency to Life

Delivering a reliable and then innovative customer experience requires adding a customer focus competency to the core competencies of your business …

Customer Experience

Want Absolute Customer Loyalty? This Restaurateur Has 3 Words For You

Wildly successful chef/restaurateur David Falk has redefined customer and employee hospitality--which is saying something for the hospitality industry. See how and reapply.<p>Chef and restaurant mogul David Falk's leadership/culture philosophy can be highlighted by 3 words, words that have attracted …

Restaurants

How to Create Successful Customer Feedback Surveys

Picture this scene: your manager stops by your desk and begins to speak. You wait for a chance to break in and contribute to the conversation. In …

Customer Service

Why It’s Hard to “Manage” the Customer Experience

Senior business leaders now recognize that providing outstanding customer experiences is a powerful driver of revenue growth and a critical component …

How Stakeholder-Centric and Value Delivery-Focused Is Your Company?

In a theme that was articulated in the 2007 book, Firms of Endearment. authors Jagdish Sheth, Raj Sisodia and David Wolfe called stakeholder-centric …

S&P 500

Dan Bieler's Blog

With Fred Giron<p>Like many organizations, Telefónica is going through a digital transformation. Our new case study “Telefónica Digitizes Its Operations …

Digital Transformation

Why Employee Experience Matters

Organizations must create a place where people want, not need to show up to work<p>I've spent the past few years working on exploring and studying employee experience. I put everything I found into a new book called The Employee Experience Advantage where I analyzed 252 companies around the world to …

Robots

The 2017 Customer Experience Index: How does your brand rank?

The IBM 2017 Customer Experience Index (CEI) study finds that brands need to work harder to meet consumer expectations.<p>To avoid being marginalised to …

Customer Experience

“Fine” is the F-Bomb of Customer Service

Not long ago I was interviewing Kevin Berk, founder and CEO of ServiceGuru, on Amazing Business Radio. We were talking about the word <i>fine</i>. He …

Customer Service

Why This Coffee Shop's 'Clever' Sign Isn't So Clever At All

Making fun of your customers is bad business.<p>A coffee shop in Roanoke, Va., put a "clever" sign outside that said:<p>"Small coffee" - $5<br>"Small coffee, please" - $3<br>"Hello, one small coffee please" - $1.75<p>The sign went viral. News stations reported on it. Redditors rejoiced. Bloggers and tweeters gushed.<p>…

Coffee

Bizcast :: Colin Shaw - The Intuitive Customer - C-Suite Radio

Kevin Craine has Dave Kurlan, the author of “Baseline Selling” on #Bizcast....<p>Kevin Craine has Erika Andersen on Bizcast to talk about her …

3 Ways to Keep Lipstick from Ruining Customer Service

<b>Good looking customer service provides no value to customers unless it is backed up by substance.</b> Sadly, either through ignorance, lack of vision, or …

Customer Service

Customer Experience Vision Dictates Value

Does your vision for customer experience match your customers’ vision? If yes, then you’re on your way to customer-centricity, and the growth touted …

Customer Experience

Headcount: How CCOs earn it (and own it)

Headcount is a tricky issue in a lot of organizations. Here’s why (usually). Because many companies are quarter-to-quarter, what typically matters is</i> …

Startups

Preventing Customer Experience Process Silo: 4 Prerequisites

What does a ballet (or Broadway musical number) and a business have in common? All the players have integral parts choreographed to deliver a …

Customer Experience

Top Selling Customer Experience Books | CX Management Consultants

In <b>The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level,</b> authors Shaw and Hamilton explore the reasons …