Why the Customer Is Not Always Right! – Customer Experience Magazine

To create sustainable success and prosperity in 2016 we must focus on giving the best possible customer experience. However, there are many myths surrounding CX that can be counter-productive. The first myth I’d like to dismiss is the thinking that ‘the customer is always right’. The customer is not always right, but there is a […]

Source: Why the Customer Is Not Always Right! – Customer Experience Magazine

The Power of a Customer Advocate Programme as Part of Your Wider Strategy

Word of mouth and peer testimony are powerful business-to-business marketing tools, making advocacy a critical element of any successful customer strategy.

Source: The Power of a Customer Advocate Programme as Part of Your Wider Strategy

Experiential Propositions as a Differentiator for the Customer Experience

The Head of Customer Experience for Telefonica UK discusses the case for an experiential proposition as part of a wider customer experience strategy, highlighting the difference made with the O2 Gurus.

Source: Experiential Propositions as a Differentiator for the Customer Experience

Top 5 Customer Experience Takeaways from the CEM Telecoms Global Summit

Channel-consistency, customer-centricity, senior management buy-in, service as a competitive differentiator and dynamic personalisation were key discussion points at the CEM Global Summit.

Source: Top 5 Customer Experience Takeaways from the CEM Telecoms Global Summit

3 Questions to Consider to Improve Your Customer Experience Strategy by Zarina de Ruiter

3 Questions to Consider to Improve Your Customer Experience Strategy by Zarina de Ruiter – Interview with the Director Customer Experience, Launch Management and Investment Roadmap at EE about their customer experience strategy and key recommendations for fellow CX leaders. Max von

Source: 3 Questions to Consider to Improve Your Customer Experience Strategy by Zarina de Ruiter

How to Convert Employee Training Into a Better Delivery of Customer Experience

Whether it’s a customer experience, marketing or data & analytics conference, we always seem to end up talking about how to manage change in our organisation; how to encourage and inspire people to change the way they behave to deliver a better experience that drives sales revenue.

Source: How to Convert Employee Training Into a Better Delivery of Customer Experience

3 ways of successfully making customer service everyone’s job | Eptica – Multi Channel Customer Interaction Software. Email Management. Web Self-service. Live Chat and Agent Knowledgebase.

In today’s ultra-competitive markets, successful businesses understand that customer service is everyone’s job. Whether you are the CEO, staff the contact center, are a delivery driver or work in a store, you contribute to how consumers view your company. Brand reputation can be destroyed by factors as diverse as a security breach, poor public relations or even an ill-judged tweet by a senior manager.

Source: 3 ways of successfully making customer service everyone’s job | Eptica – Multi Channel Customer Interaction Software. Email Management. Web Self-service. Live Chat and Agent Knowledgebase.