Callminer

NOVEMBER 21, 2016

To understand the customer journey, companies must leverage the wealth of customer data at their disposal. Read how MDM & speech analytics can help.

182

182

Beyond Philosophy

NOVEMBER 23, 2016

How much time did you spend on your mobile today? Are you reading this article on it right now? When you misplace it or forget it at home, be honest: Do you feel naked without your phone? Smartphone users love their phones. I know I do (my answers are 2.5 hours; no, but if it weren’t mine I would be; and yes.) Over two billion people use them two hours a day.

Customer Experience 167

Customer Experience CX 167

Uniphore

NOVEMBER 27, 2016

by Karnail Jita Recent research found that banking through mobile apps is the number one way to bank. Another fact is that apps are by no means the only way customers get in touch with an organization when they have a query. Customers are now more connected and knowledgeable than ever before, using a number of channels to get answers. Indeed, technology-savvy customers, coupled with greater awareness of digital options are shaping up to be defining features of the Know Your Customer era.

Technology 127

Technology Technology 127

Customers That Stick

NOVEMBER 21, 2016

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Customer Service 151

Customer Service 151

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.

Customer Experience

Win the Customer

NOVEMBER 14, 2016

Whether it’s Snapchat’s GeoFilters or Facebook’s 360 Photos, more businesses are finding that social media is one of the most powerful tools available today. Whatever industry you’re in, you simply must have a social media presence these days. For one, it offers an easier way to connect with customers and keep abreast of what’s happening in your marketplace.

Social Media 145

Social Media Customer Service Social Listening Start-ups 145

Heart of the Customer

NOVEMBER 17, 2016

Culture is the biggest determinant of effective customer experience. While that’s especially evident in the service space, it’s also true for every other type of company. When your culture focuses more on its own viewpoint than your customers’, you end up with convoluted processes, terrible return policies, and overly-complicated products. That’s why I was happy […].

Customer Experience 108

Customer Experience 108

Beyond Philosophy

NOVEMBER 30, 2016

Whenever I rent a car, I dread the moment when the agent asks if I want collision damage waiver insurance. I don’t want it, but the way the question is asked always makes me second guess myself for a moment. And then there is the confusing array of refueling options, and the half dozen clauses I have to initial on the application. By the time I’ve got the keys, I’m never entirely certain what I’ve signed up for.

Customer Loyalty 167

Customer Loyalty Start-ups Customer Experience CX 167

Uniphore

NOVEMBER 27, 2016

by Karnail Jita Recent research found that banking through mobile apps is the number one way to bank. Another fact is that apps are by no means the only way customers get in touch with an organization when they have a query. Customers are now more connected and knowledgeable than ever before, using a number of channels to get answers. Indeed, technology-savvy customers, coupled with greater awareness of digital options are shaping up to be defining features of the Know Your Customer era.

Technology 100

Technology Technology 100

Customers That Stick

NOVEMBER 7, 2016

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Customer Experience 106

Customer Experience Customer Service 106

Win the Customer

NOVEMBER 9, 2016

Great customer support has one goal; to make it easy for customers to get their problem solved painlessly and quickly. Out of all of the customer service methods available, email, phone or chat, live chat is by far the simplest, fastest and least obtrusive. It’s no surprise that almost one third of all consumers are now expecting live chat to be available on any business website.

Customer Service 127

Customer Service Social Media Customer Satisfaction Customer Feedback 127

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.

Customer Loyalty

Heart of the Customer

NOVEMBER 8, 2016

Steve Eagon is the Director of In-Clinic success at Unitron. In his role, he works directly with clinics to directly help them improve their patient experience. Steve and Jim have co-presented at multiple conferences, so we asked him to explain his approach towards building an improved patient experience. As someone who is very patient-focused in […].

Voice of the Customer 84

Voice of the Customer 84

Customer Bliss

NOVEMBER 30, 2016

Guest Post by Thomas A. Stewart and Patricia O’Connell, authors of Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight. SURPRISE AND DELIGHT. “Surprise and delight” has become a mantra for customer experience. We say forget about surprising customers – just delight them. We know that’s counterintuitive. Indeed, Wikipedia’s definition of customer delight is “surprising a customer by exceeding his or her expectations and thus creating a positive emotional reaction.

Engineering 88

Engineering Start-ups Innovation Customer Experience 88

Beyond Philosophy

NOVEMBER 16, 2016

Toblerone fans got a nasty surprise when they bought their favorite treat recently. The chocolate bar got a makeover, losing volume and a noticeable gap between the triangles. Customers noticed the change, but not in a good way. Toblerone, a chocolate bar known for its triangular shape and unique packaging, reduced the size of their 170-gram (Almost 6 oz.) candy bar to 150 (5.291).

Social Media 167

Social Media Customer Loyalty Customer Experience CX 167

Provide Support

NOVEMBER 2, 2016

7 Tips for Maintaining A Positive Attitude in Customer Service. There’s no surprise that customer service is among occupations that commonly involve quite a high number of stressful experiences. This might gradually influence our reactions and behaviors, and invisibly cause the outcomes that are not really in our best interests. Exhaustion, anxiety, lack of motivation, uncertainty and frustration are reported as most common issues resulting in overall burnout and occupational hazard in customer

Customer Service 75

Customer Service 75

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CX Journey

NOVEMBER 17, 2016

Today I'm pleased to share a guest post by Martha Brooke of Interaction Metrics. Are you achieving your goals for the customer experience? If not, you’re probably not measuring in the right way. Learn what that way is. Goals: Companies want to give and get value through the customer experience - what are your goals? Some companies seek to deliver proactive customer service.

Net Promoter Score 77

Net Promoter Score Customer Experience Customer Loyalty CX 77

Win the Customer

NOVEMBER 7, 2016

It is a lot easier to make money as a business if you give your customers what they want. However, that can be a lot easier said than done. Managing customer needs and maintaining a profitable company at the same time are things business owners have to learn to balance. What can you do to include your customers in your marketing campaigns to ensure that you say what they need to hear in order to make a confident purchase?

Customer Survey 114

Customer Survey Customer Experience 114

Kate Nasser

NOVEMBER 27, 2016

Leadership humility myths and fears don't have to stop you from leading well. Replace them with these truths. By Kate Nasser, The People Skills Coach™. The post Leadership Humility Myths Fears & Truths appeared first on KateNasser.com.

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Customer Bliss

NOVEMBER 29, 2016

Episode Overview. Donna Peeples was the Chief Customer Officer at AIG — obviously a large company. Now she holds the same role at Pypestream , an enterprise mobile messaging platform. Pypestream is a much smaller company than AIG, currently existing in startup mode. But according to Donna, her role — and the steps she progresses through — are/were the same in both contexts.

Manufacturing 86

Manufacturing Government Innovation Customer Experience 86

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.

Voice of the Customer

Beyond Philosophy

NOVEMBER 2, 2016

Have you ever spent a night at a hotel, on business, and been charged a “resort fee” even though you never had time to take advantage of the pool, the spa or any of the other “amenities?”. I have, and I wasn’t happy about it. Nor was I pleased when I was charged to park in a sprawling suburban parking lot, or when I saw the $5 price tag on the bottled water in my room.

Hospitality 167

Hospitality Hospitality Social Media Customer Expectations 167

Provide Support

NOVEMBER 8, 2016

4 Tactics to Keep Customer Satisfaction High in the Busy Holiday Season. With big holiday season just around the corner, many online retailers are busy preparing their customer service teams for the holiday rush. According to NRF’s survey conducted by Prosper Insights, American consumers plan to spend an average $935.58 during the holiday shopping season this year.

Customer Satisfaction 73

Customer Satisfaction Retail Customer Service 73

CX Journey

NOVEMBER 23, 2016

Image courtesy of _D.s.G._ How do you thank your customers? On this Thanksgiving week here in the United States, it's a great time to pause and give thanks for all of the good things in our lives. It's also a great reminder to say "thank you" to your customers, as well, now and throughout the year. Without customers , you wouldn't be in business. Saying "thank you" is an essential part not only of your relationship with your customers but also of the overall customer experience.

Customer Experience 72

Customer Experience 72

Comm100

NOVEMBER 23, 2016

We all know customer loyalty is the driving engine for a flourishing business. But what is customer loyalty, actually? Customer loyalty is having customers who are committed your company and your products , not just a price point that a competitor can easily emulate. But customer loyalty goes two ways, and first you have to prove your loyalty before expecting to receive any in return.

Customer Loyalty 59

Customer Loyalty Start-ups Social Media Sales 59

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?

Technology

Kate Nasser

NOVEMBER 6, 2016

Speak sooner to prevent needless conflict! Don't let innuendo, passive aggression, or bullying take hold. Leadership, career, and life insight fr The People Skills Coach™. The post People Skills: Speak Sooner to Prevent Needless Conflict appeared first on KateNasser.com.

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Customer Bliss

NOVEMBER 17, 2016

By this point in business (almost 2017!), I think most companies understand the value of their customer culture. In short? You want to make sure that customers are being heard and representing a revenue stream. There are, unfortunately, companies that still have no clue how to value customers. Why does customer culture fail? We’ve been talking about this “Era Of Customer Experience” for five-10 years now, so this surprises me.

Engineering 0

Engineering Start-ups Customer Experience 0

Beyond Philosophy

NOVEMBER 7, 2016

Dunkin’ Donuts, Honda, and McDonald’s are all gigantic brands with huge reputations. However, each of them has something else in common. They have each partnered with a sports franchise in a brilliant play to boost the emotional engagement with the team’s fans. Each program targets specific team fans and celebrates that connection with a reward. Dunkin’ Donuts gives DD Perks® rewards program members coffee for $.87 after every win during the season in honor of Tight End, Rob Gronkowski (#87) as

Sports 167

Sports Transportation Gaming Customer Loyalty 167

Provide Support

NOVEMBER 15, 2016

Holiday Shopping Rush. Holiday season is the perfect time to meet relatives and friends. It’s the time when all of us are up to our ears in holiday rush and non stop 24/7 shopping. For consumers it’s the best time to take advantage of discounts and holiday offers. For businesses the competition becomes fierce, as retailers and shop owners fight for customer attention amidst the holiday madness.

Retail 60

Retail Innovation Customer Service 60

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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

CX

CX Journey

NOVEMBER 15, 2016

Image courtesy of hkricharusf You know that your customer experience initiatives will die in the planning stages if you don't have executive commitment, right? I've written several times about the importance of having that executive buy-in and commitment for your customer experience transformation. Help! My Execs Don't Get It! Kicking the #CX Can Down the Road So You've Got Executive Commitment.

CX Transformation 71

CX Transformation CX Start-ups Customer Experience 71

Comm100

NOVEMBER 10, 2016

Every industry can expect a solid hike in sales during the holiday season, and this year is no exception: according to the National Retail Federation, sales this year are predicted to increase 3.6% to $655.8 billion, which is significantly higher than the 10-year average of 2.5%. To prepare for the flood of shoppers before the holiday season, many retailers take to seasonal hiring.

Legal 56

Legal Retail Healthcare Start-ups 56

Kate Nasser

NOVEMBER 20, 2016

Leadership Diversity: Leading diverse people isn't about high level strategy. Its root is an inescapable human truth. Kate Nasser, The People Skills Coach™. The post Leadership Diversity: The Powerful Want to Be Effect appeared first on KateNasser.com.

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Customer Bliss

NOVEMBER 3, 2016

Customer analysis is no doubt an important topic in CX. We’re up into the 20s on episode count for my podcast , but back in Episode 3 I interviewed Scott Dille of Northern Trust. We talked a lot about creating a customer room — they call it a CPX studio — which can be a really valuable tool for customer analysis. I’ve written about this idea of a customer room many times, from this post in November 2015 entitled “Build A Customer Room And Engage The Company”

Customer Journey Map 68

Customer Journey Map Touchpoint Engineering CX 68

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.

Customer Experience