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Customer Experience is Here to Stay

I spent the past few weeks on the road, enjoying a bit of vacation and visiting clients. Getting away from my usual round of activities is refreshing for me. I discover new things. I hear comments in face-to-face discussions that I do not understand in a phone conversation or read in an email. I read from different and learn different and new things.

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Three Important Questions to Answer (and Keep Answering) for a Successful CX Program

When we first started our work in customer experience the focus, appropriately, was getting a new process accepted by employees, managers, and customers. It took some convincing. One of the things we urged clients to do was to think about the actual benefits to critical stakeholders when service improves.

What are the individual benefits for improving CX for your three major stakeholders?
1. The company
2. The employees?
3. The customers?
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Kudos for Communication in B2B

Courteousness and competency are significant factors in the customer service experience. However, excellent communication skills complete the trifecta of excellence.  

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8 Communication Tips for B2B Service Organizations

Over the last several years, I’ve seen an increasing number of B2B service organizations buy into the idea that communication, a soft skill, is an essential ingredient in delivering exceptional customer experiences and in turn, hard business results such as repeat business and word of mouth referrals.

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Poor Customer Experiences Carry a High Cost

Poor customer service really carries a high cost in many ways.  One way is through customers that defect.  In an article by Kana Software that appeared in Loyalty Magazine, I was struck by some numbers he quoted.  Let me share them.

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The 5 Emotions of Customer Surveys

Customer surveys can help companies measure customer loyalty and identify opportunities for operational improvement and innovation.  Done right, they leave customers feeling valued and your organization better equipped to serve them.

To give your business the best chance of running an effective survey, besides applying technical best practices it helps to know how the process may feel to members of your organization along the way.

Below are five common emotions we see our clients experience in the course of performing a customer survey, along with tips on how to manage them:

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Customer Anger is a Gift: Here’s How to Unwrap It

Getting a call or email from an angry customer is a valuable opportunity for your business, though it may not feel that way at first.

The key to getting the most out of the gift of customer anger is learning how to unwrap it properly.

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How to Keep a Customer Service Program Alive

I have spoken with several clients over the past few weeks about how to “keep their customer service improvement process” moving forward and alive.  They have been at it for several years and performance has plateaued.  What were my ideas on getting new life into the program? 

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Keeping the Experience Alive and Vital

Many companies have had a formal customer experience program in place for many years. They have accumulated thousands, and in some cases, hundreds of thousands of interviews. Employees have completed training, and new technologies have been implemented to improve the customer experience. Among our long-time clients, all have a customer experience that is superior to what it was in the past. As I work with these clients, I have had several discussions about how to keep their program both fresh and effective. I want to outline some suggestions that can help keep the feedback component of your program alive and well:

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Rethinking Risk in Customer Experience Improvement

Over the past few years, we undertook rewriting a major part of our customer portal software to make it easier to use. 

It took a lot of time, money, nights and weekends, and we ran into our fair share of bugs and headaches along the way.

After we had launched the update, I thought “rewrites aren’t for the risk averse!”

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