Tag: customer experience
The Ball Is in Your Court
I have had this idiom tossed my way any number of times by my parents, my children, my husband, my bosses and my colleagues....
Would You Do That to Your Mother?
A Q&A with author and customer experience pioneer Jeanne Bliss. In her latest book, Would You Do That to Your Mother? The “Make Mom Proud”...
How Changing Customer Attitudes Should Shape 2019 Contact Center Priorities
Digital technology has completely transformed the relationship between brands and customers. Interactions now extend beyond the point of purchase, taking place over a variety...
Inside View: Nate Brown, UL EHS Sustainability
Some people know from a young age exactly what they want to do. They pursue a vocation with dedication and never waver from their...
CX Satisfaction Starts with Your Brand Advocates
Customer Experience is top of mind with contact center professionals, as the industry dives deeper into digital transformation. It’s a great time for organizations...
QA in an Omnichannel World
Customers expect choices when they need to reach out for service or support. They want to interact with brands via their preferred channel, be...
Letting Customers Depart Gracefully
“Ride our bike for 50 days; if you don’t like it, return it, no questions asked.” “Cancel your subscription for those razor blades—it’s OK, we...
Take Action on the Customer Journey for Enhanced CX Satisfaction and Loyalty
Mapping the customer journey is not a new concept. In fact, within the contact center world, it’s quickly become a critical part of delivering...
Top 5 Posts in July
Our most-read posts in July included something for everyone—including insightful suggestions for improving employee engagement by top industry leaders; a two-step process to help...
How Customer Experience Can Drive Topline and Bottomline Growth
For decades, the quality of products and services reigned king as the primary driver of customer loyalty and business growth. In today’s digitally driven...
Inside View: Travelzoo
There are few things in life that inspire as much passion as travel. It has the power to change perspectives and transform lives. That’s...
Reaching Millennials Through Authentic Omnichannel Experiences
As the first generation raised on the internet, millennials’ experience with technology has rewritten the playbook on how to create unique and exceptional customer...
The Secret Sauce for Increasing Customer Happiness
If you run a call center, change is familiar. The functionality and technology are more advanced than ever before. Beyond that, the expectations of...
Delivering a Personalized, Effortless, Connected CX
People today may choose to communicate with organizations across various channels including phone, email, chat, SMS, social and walk-ins. When they do reach out,...
Lost in the Labyrinth… Customers Want Out!
This is my own personal idiom… and it will be the basis of my Idiom Insights columns for 2018. The contact center industry is...
