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Customer Experience
735 results
of 67
Contributor: Brian Cantor
Posted: Fri, 12/15/2017
Businesses identify personalization as the defining quality of a customer-centric brand. Full Content »
Contributor: Jason Price
Posted: Fri, 12/01/2017
Jason Price
When things go wrong, what marks out a world class organisation from the rest of the crowd is what they do about it. Full Content »
Contributor: Akira Mitsumasu
Posted: Fri, 12/01/2017
Akira Mitsumasu
Akira Mitsumasu wants to ensure the experience his organization delivers is as meaningful as the one his brand promises. Full Content »
Contributor: Brian Cantor
Posted: Mon, 11/13/2017
"Never say no to customers"? "Culture is the key to a great experience"? "Unify all contact channels"? I think we can do a little bit better than this. Full Content »
Contributor: Andy Hanselman
Posted: Fri, 11/03/2017
To create a better customer experience in the future, consider revisiting your past. Full Content »
Contributor: Brian Cantor
Posted: Wed, 11/01/2017
VoC cover
Different customers demand different things. This report explores conventional and creative strategies for finding out what they
really want. Full Content »
Contributor: Brian Cantor
Posted: Mon, 10/30/2017
News recently emerged regarding Southwest Airlines featuring live concerts on some flights. Is this an admirable display of customer centricity or a way to ruin the flight experience for some customers? Full Content »
Contributor: Lisa Schulman
Posted: Mon, 10/23/2017
Lisa Schulman
Leaders from PetSmart, Rent The Runway, Hilton, Electronic Arts and more shared words of customer experience wisdom. Full Content »
Contributor: Lisa Schulman
Posted: Tue, 10/17/2017
Lisa Schulman
We're reporting live from CCW Fall in Texas. Check out exclusive video interviews with leaders from Redbubble, Reliant and more. Full Content »
Contributor: Peter Guber
Posted: Mon, 10/16/2017
Peter Guber
"You’re building a relationship with your audience, not a transaction," says the entertainment and sports mogul. Full Content »
Contributor: Seth Adler
Posted: Fri, 10/06/2017
seth adler
His journey from the military to a customer service role has emphasized the importance of empathy. Full Content »
735 results
of 67
Posted: Fri, 08/24/2012
Video: Zynga & TELUS Reveal the 7 Keys to a Customer-Centric Call Center

Video: Zynga & TELUS Reveal the 7 Steps to a Customer-Centric Call Center

You can have all the right technology and measure performance against all the right metrics, but if your customer support teams and partners are not completely committed to a culture of customer centricity, you can wave satisfaction goodbye.

Try as we might to approach the customer experience from a scientific perspective of metrics and "best practices," success ultimately comes down to a simple, essential, personal question: did you satisfy the customer?

Whether you manage your own customer support staff or rely on outsources, it takes a special culture for agents to appreciate the ramifications of that question and recognize that completing their most basic tasks does not inherently equate to customer delight. If your agents do not have that special appreciation—one that comes from the highest ranks of the organization and trickles through to every corner of the organization—your customer support function will not be successful.

At the 13thAnnual Call Center Week in Las Vegas, business partners Zynga and TELUS International shared how their partnership is predicated on the fundamental notion of delighting the customer…the way the customer wants to be delighted. In consistently achieving that goal, they rely on a set of seven practices for creating a culture of customer-centricity.

This video, the presentation in its entirety, sheds more light on those "Lucky 7" philosophies and offers a comprehensive glimpse at how these partners collaborate to satisfy customers.


Full Video »
Contributor: Tripp Babbitt
Posted: Fri, 04/29/2011
Tripp Babbitt
During his recent globetrotting, CMIQ columnist Tripp Babbitt struggled to get answers online and over the phone about a malfunctioning phone. He gives some thoughts on what to avoid in multi-channel, international customer service. Full Column »