The State of Customer Experience (Infographic)

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In honor of Customer Experience Day, Temkin Group released its “The State of Customer Experience” infographic. The report is drawn from a number of Temkin’s research reports, including its experience ratings which evaluates more than 268 organizations across 19 industries based on feedback from 10,000 U.S. consumers.

A number of the findings are exciting for those working in the CX trenches. They reveal, among other things, that customer experience continues to gain more focus and that experience ratings have improved across most industries. In sum, more companies are starting to get it.

Here are three excellent reminders from the infographic:
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Faces of Customer Experience: Melissa Kovacevic


Meet Melissa Kovacevic! Melissa opened her consulting practice in 1983 after a post-college customer-service near-death-experience as toy demonstrator at Sears during Christmas. She recovered later having agent and management roles in contact centers. Melissa enjoys “on the job” coaching with front-line center leaders responsible for improving agents’ service and sales skills. 90% of her training and […]

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Monthly Mash and Fewer Choices, More Happiness

Paradox of Choice

Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. VOLUME 35: September 2014 Thoughts on the Customer: Fewer Choices, More Happiness In keeping with the theme of today’s Monday Motivation (subscribe here) — simplify — let’s review the key findings of Barry […]

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5 Customer Service Language Hacks


Language is important not just to how we communicate with our customers but to how we communicate with ourselves. The right words can put an irritated customer at ease and help you approach difficult situations with greater ease. Effective customer service language can take a long time to master, so I thought I would share […]

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Are You Celebrating #CXDay Tomorrow?

CXDay Logo

Are you familiar with CX Day? CX Day is dedicated to celebrating customer experience and professionals who work in the customer experience field. CX Day is held on the first Tuesday of October, so this year it is being celebrated tomorrow, October 7, 2014. CX Day is created by the Customer Experience Professional’s Association (CXPA), […]

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An Interview with Kate Nasser: Better #PeopleSkills

Kate Nasser

Kate Nasser, The People Skills Coach™, is a smart, energizing, experienced speaker, coach, and workshop leader. Her work in customer experience, employee engagement, leadership, teamwork, transforms how people think, act, and interact. With 25 years in business and a Masters in Organizational Psychology, Kate has guided tens of thousands to engage in uplifting productive interactions. […]

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Is Training Hopeless for Some Reps?

Are some reps beyond training | Blue tissue box

One of the (usually) fun things about being in the customer service/customer experience space is that friends, family members, and colleagues like to tell you about their newest customer service adventures — positive or negative. The following happened to a colleague of mine a few weeks ago. The setting has been altered slightly to protect […]

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