Callminer
MARCH 16, 2016
In order to drive a better customer experience, call centers must have the proper KPIs in place. CallMiner has outlined some of the best metrics to help guide your organization. Learn more.
Bill Quiseng
MARCH 28, 2016
This week’s blog post is contributed by a very special guest, actually more like a guest star, Nancy Friedman , better known as “The Telephone Doctor.” The author of the recently published book, Customer Service (finally) Defined – Ideas, Tips, techniques & Skills You Can Use Now and Forever , and eight other books, Nancy is simply one of the best keynote speakers on customer service.
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Uniphore
MARCH 28, 2016
In December, I had 100+ interactions with 2 different airlines as I tried to track 5 pieces of family luggage that had gone missing during an international trip. As I told my story, over and over again, oh how I wished that the airlines and agents involved had a sense of my customer journey and were able to pick up from the last call and not start all over.
Beyond Philosophy
MARCH 23, 2016
In this series, professionals debate the state – and future – of their industry. Read more here , then write your own #MyIndustry post). It’s not as lonely at the top as it once was. Where the standard C-Suite many years ago was a triumvirate of power shared between the CEO, the COO, and the CFO, today there are CIOs and CMOs, too. Now, I propose they make a little more room for the latest addition to the leadership: The Chief Customer Officer (CCO).
Speaker: Jason Cottrell and Brian Walker
Brands used to look for a commerce platform that could do everything. But over time, one vendor was no longer enough to meet a brand’s needs, so they added, and added, and added— and now it's essential that these vendors work well together. That’s composable, and it’s important to get it right. Customers and your board expect you to be in new channels and to adapt quickly to market change.
Heart of the Customer
MARCH 9, 2016
While all customer experience strategies are important, healthcare brings it to a whole new level. Patient experience, and the potential for harm, amps up the significance of customer experience principles, creating literally life-changing outcomes. That’s why I really enjoyed working with Chrisie Scott, VP Marketing at Meridian Health, a leading and still growing integrated health […].
Customers That Stick
MARCH 20, 2016
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Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Bill Quiseng
MARCH 7, 2016
In 2011, An American Express survey found that Americans tell an average of 9 people about good experiences and 16 people about poor experiences. Today, just five years later, people may still tell an average of 9 people about good experiences, but if they have a bad experience, they can now tell the entire world via social media. We have all seen the word “viral” tagged to a personal story about bad customer service more often than a good one.
Win the Customer
MARCH 14, 2016
The rapid migration from the web and PCs to mobile devices in the last decade surprised everyone. As smartphones rapidly became more advanced, users were soon realizing that their phones could be their primary window to the online world. People can now be in touch and up to date through their phone, receiving news, keeping up with social media and even watching their favorite shows.
Beyond Philosophy
MARCH 29, 2016
It’s an old adage but it’s true: people like to do business with those they know, like and trust. Businesses spend a lot of money and energy chasing that trust through marketing campaigns and slogans. Insurer State Farm advertises that it’s “like a good neighbor,” while one of my local car dealerships runs newspaper ads that say “doing business with integrity for over 59 years!”.
ProProfs
MARCH 31, 2016
In the last couple of years, the Tin Can API has emerged as a buzzword in the arena of authoring tools, learning management systems, and content development. Also known by the name of Experience API, or xAPI, Tin Can is a special program interface with the ability to deliver and truly measure learning experiences beyond what was previously possible.
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Customers That Stick
MARCH 3, 2016
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Callminer
MARCH 9, 2016
To uncover some of the best ways to drive call center efficiency, CallMiner compiled a list of call center best practices from industry experts. Read more.
PeopleMetrics
MARCH 14, 2016
The other night, I tried to explain to my wife how the turbochargers in my car work. About two minutes in, her eyes were glazed over so much it looked like she had cataracts. Which brings me to my point: Some things can seem complicated. Perhaps unsurprisingly, customer experience comes to mind as an example. Many business elements can affect the overall experience a company provides.
Win the Customer
MARCH 3, 2016
As a consumer, it is a priority for you to have as much information at your disposal before you make a purchase. Buying online has limitations, as you can’t physically see and feel the product you’re browsing. Online shopping never gets old. It’s a great distraction, and no matter what you need (or want), you can find it online. Ebay, Amazon, ASOS, Ali Express – they all exemplify websites that we have grown to depend upon.
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Beyond Philosophy
MARCH 9, 2016
There is an old saying that goes, “It’s not personal; it’s just business.” This statement is complete rubbish. I think business is personal, especially when you are trying to build a relationship with your customers. Zig Ziglar, author and renowned speaker, said, “If people like you they’ll listen to you, but if they trust you they’ll do business with you.
Customer Bliss
MARCH 30, 2016
In order to understand how customer-focused companies design processes for listening to customers, we need to start by thinking about the three types of listening: Unaided or volunteer listening. Aided listening. Experiential listening. You can learn about the different types of listening in virtually any of my books , but here’s a breakdown for those just coming into these concepts: Unaided or volunteer listening: This refers to companies who optimize feedback customers give as they inte
Customers That Stick
MARCH 24, 2016
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Callminer
MARCH 10, 2016
It goes without saying there is no one-size-fits-all solution for how to run an efficient call center. While solutions such as speech analytics technology, agent scorecards, and social monitoring can help to improve agent performance and provide for a better customer experience, the fact of the matter is that each individual call center will need […].
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
PeopleMetrics
MARCH 22, 2016
Joseph A. Michelli’s recent book, Driven to Delight , is centered on the customer-centric transformation and ongoing customer experience strategy at Mercedes-Benz USA. After reading the book, I had a few questions about some of the content and strategies Joseph covered. And here’s what resulted from the exchange. George Jacob: Joseph, what compelled you to write about the customer experience transformation at Mercedes-Benz USA?
Win the Customer
MARCH 7, 2016
Not so long ago, I was a complete rookie to the blogging world. When I started to benchmark hosting sites, I felt lost. You know the feeling when you have to choose between many options but you don’t have all the knowledge and understanding to make a sound decision? Horrible. But I had no choice. I needed to select a hosting site to start my blogging adventure.
Beyond Philosophy
MARCH 28, 2016
There is a hidden experience every Customer has with you. If you haven’t uncovered what it is, then you are probably making a huge mistake with your Customer Experience. Chances are, you are making more than one. Don’t feel bad. When it comes to having a great Customer Experience, all organizations have made mistakes. It’s normal for this to happen.
Heart of the Customer
MARCH 23, 2016
Guest Post by Scott Carlson On a recent trip to a local bookstore I was having trouble finding a particular title. Not seeing any nearby store associates, I walked to the centrally-located Help Desk hoping to find some assistance. Unfortunately the Help Desk was not staffed and there were already two customers queued up ahead […]. The post Creating a Culture of Empowerment: Letting Your Employees Help Your Customers appeared first on Heart of the Customer.
Speaker: Blackberry, OSS Consultants, & Revenera
Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?
CX Journey
MARCH 1, 2016
Image courtesy of AnitaBurke1 Is your customer experience legendary? Do companies even know what it means to deliver "legendary customer service?" I've been dealing with a provider for the last three and a half months that claims to deliver "legendary customer service." They tout this on their website, in their emails, and even on their voicemails. The problem is, their service is not legendary - at least not in the (positive) way I'm sure they want it to be.
Callminer
MARCH 30, 2016
Having the right call center performance metrics in place can improve agent performance and the overall customer experience. Learn how.
Customer Bliss
MARCH 24, 2016
Customer desire is an emotion, and emotions can bond you with your customer. Companies that understand the powerful emotional pull of customer desire obsess about getting to know their customers and learning their desires. (And sometimes those desires can be simple. Go back to listening to customers and learn how achievable customer desire may be.).
Win the Customer
MARCH 31, 2016
As the threat of being breached increases, it becomes more imperative for companies to take precautions to protect their customers and their business. Home Depot has agreed to pay $19.5 million as compensation for a 2014 consumer data breach that affected over 50 million cardholders, including $13 million in reimbursement and $6.5 million for identity protection services.
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JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper
Beyond Philosophy
MARCH 14, 2016
When Starbucks recently announced changes to its rewards program, Twitter users lashed out at the coffee giant. They complained that the new program, which will award points based on the amount of money spent (rather than on the number of visits to Starbucks) will penalize regular customers who buy only small items, like a brewed coffee. Some vowed to defect to Dunkin’ Donuts.
Heart of the Customer
MARCH 2, 2016
It’s hard to be in customer service. There are so many different – and conflicting – reports of what customers really want from you that it can be overwhelming to decide how to optimize your processes and allocate your resources. For instance, Teletech says that 28% of customers prefer to resolve issues via phone – […]. The post The Best Way to Serve Omnichannel Customers?
Kate Nasser
MARCH 19, 2016
When you must interact amid disrespect, how can you respond w/ dignity? 7 key insights fr The People Skills Coach™. | Leadership | Morale | Career. The post People Skills: Responding to Disrespect With Dignity | #PeopleSkills appeared first on KateNasser.com.
Callminer
MARCH 21, 2016
Compliance doesn’t just happen – call centers need to deploy the right tools and strategies.
Speaker: Donna Weber - Customer Onboarding Expert
Customer onboarding is so much more than going live with your product and driving adoption. The truth is, onboarding is the most important part of the customer journey. When you set positive first impressions, establish trusting relationships, and quickly deliver meaningful outcomes, you create customers for life. Invest an hour with Donna Weber to learn why your customer onboarding is critical to your success.
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