Fonolo

MAY 11, 2022

Customer experience is no longer just a buzzword. Brands that go the extra mile to make life easier for their customers have seen the immense payoff in the form of long-term customer loyalty. Creating a Customer Service Strategy That Drives Business Growth. Meet our 2022 CX Award Winners.

CX 67

CX Non-Profits Education Contact Center 67

Inside Customer Service

APRIL 29, 2021

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. Several years ago, I had a long-term consulting project in Portland, Oregon. I did this every week for several months.

Start-ups 144

Start-ups Customer Service Customer Experience 144

Kerry Bodine

JUNE 20, 2015

I’m often asked about customer experience conferences: What’s out there? I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals.

CEM 97

CEM CX Contact Center Customer Loyalty 97

Win the Customer

SEPTEMBER 12, 2023

In this blog post, we’ll explore strategies that traditional businesses can adopt to innovate in customer experience. Seamless Omnichannel Experience As pointed out by the experts at Salesforce, an omnichannel approach is pivotal in modern customer experience. Cultivating a Customer-Centric Culture 1.

Innovation 59

Innovation Customer Experience Omnichannel Social Media 59

Customer Service Life

MARCH 6, 2019

I’ve completely caught the fly fishing bug — an unavoidable consequence given the abundance of fishable water here in Oregon. I finally placed the call a couple days later and was connected with a customer service representative. Improve the customer experience long before the customer calls. It’s official.

Contact Center 94

Contact Center Sports Customer Service Start-ups 94

Chip Bell

MARCH 3, 2020

I was driving from Portland to Corvallis, Oregon, to deliver a keynote. As I continued on my journey, I reflected on the symbolism of how this scene could relate to customer service. We want customers to “cut to the chase” if their stories are taking too long to tell. It was early morning with light snow.

Start-ups 70

Start-ups Customer Service Innovation CX 70

Zendesk

JUNE 29, 2023

Looking to start a new venture, the brothers—grandsons of Dutch immigrants—started serving espresso from a pushcart by the railroad tracks in downtown Grants Pass, Oregon. With a focus on providing great coffee (with a side of rock music) and exceptionally friendly service, the company grew throughout the Northwest.

Customer Service 52

Customer Service CX Start-ups Voice of the Customer 52

InteractionMetrics

JUNE 10, 2021

Fed up with disappointing customer service and inane customer feedback surveys, Martha Brooke founded Interaction Metrics in 2004. The goal continues to be to help clients understand the customer experience deeply so they can grow customer loyalty. Representative samples are in. Objectivity is the standard.

Education 52

Education Customer Survey Customer Feedback Customer Loyalty 52

InteractionMetrics

JUNE 6, 2023

Qualtrics XM Institute [i] has declared 2023 the Year of Empathy, and Forbes Magazine calls empathy the “most important leadership skill” [ii] Because of this, customer service staff are receiving customer empathy training in droves. To be good at their jobs, doctors mute their empathy.

Customer Service 52

Customer Service Sports Customer Experience Innovation 52