Callminer
JULY 16, 2015
CallMiner speech analytics helps organizations across industries reduce costs & improve contact center efficiency. Read more about how with our case study examples.
Uniphore
JULY 29, 2015
Richard Snow, VP & Research Director of the Ventana Research's Customer and Contact Center Research practice, discusses the need to deliver a consistent, continuous and contextual customer experience both within and across multiple communication channels.
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Beyond Philosophy
JULY 30, 2015
Most Customer Experiences are accidents—and unfortunately, they are not always happy ones. Why? Unless a company designs a deliberate experience that puts the Customer first and considers the Customer’s perspective, the message you send to the subconscious is rarely what you intend. The message you send will communicate how you are as an organization.
Heart of the Customer
JULY 16, 2015
At Heart of the Customer we focus almost exclusively on journey mapping. So when a new customer calls, it often surprises them when we ask them whether they really want a journey map. Because sometimes an experience map is a better fit. It takes us a surprisingly long time to work through what we should […]. The post Do you really want a journey map?
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.
Win the Customer
JULY 11, 2015
To design and deploy services, it’s crucial to have both customer experience journey maps for vision and customer service blueprints for process development. In a recent post, the team at Cooper dove into the differences between customer experience journey maps and customer service blueprints. Customer experience and customer service often are used interchangeably, but the […].
Return Customer
JULY 8, 2015
Millennials are estimated to have a combined purchasing power of $2.45 trillion globally this year. It is only fair that they expect retailers to try and understand what they want. Millennials spend a great part of their time on the internet, not just to learn, communicate and organise their social lives but to shop too. And for retailers, this means understanding more about how to engage with this demographic and working out what they require from a shopping experience.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Uniphore
JULY 20, 2015
Mobile devices have had a huge impact on customer expectations. These days, customers call your company from anywhere, day or night. They demand more ways to connect to you, and they’re using more than one channel to do so.
Beyond Philosophy
JULY 23, 2015
You have all done it. I know I have. It’s natural these days to stop working on a project and check your feeds, see how your post is performing, or how many favorites your latest Tweet earned. Yes, we may all be doing it, but it’s killing our chance of reaching greater productivity and harming the quality of our work. Author Ed Batista addresses this in his post on Harvard Business Review’s blog.
Provide Support
JULY 6, 2015
In a huge variety of brands offering similar products or services, how do you separate yours from the competition? Since price becomes much less of a deciding factor when choosing between your brand and competitors, caring for your customers and nurturing relationships with them has never been more important in growing a successful business. Zig Ziglar once famously said, “People don’t buy things for logical reasons, they buy for emotional reasons” Statistically, 75% of buying
Win the Customer
JULY 13, 2015
We’ve all experienced bad customer service. Think of the feeling that was left in us (much like a bad first date). It’s not pleasant. And if you have too many, you’ll quickly develop a poor reputation with those you need the most, your customers. Have you ever been on a date in which you did […].
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.
Heart of the Customer
JULY 1, 2015
What do you do with an unhappy customer? Refunds are the easy way out. They don’t fix the problem. They just put a band-aid on the situation, without addressing the underlying problem that led your busy customer to take time to call you. But don’t take my word for it. A report from Beyond Philosophy […]. The post Reduce effort > Giving refunds appeared first on Heart of the Customer.
PeopleMetrics
JULY 11, 2015
When you bring new B2B buyers into your customer experience, do you try to show some of them the door? Here are three reasons why you should do just that. 1. You can avoid the distraction of fairy-tale contracts. High-performing sales professionals are great at recognizing costs and benefits of potential contracts early on. They’re skilled at knowing which prospects to nudge, and which aren’t worth the energy.
Uniphore
JULY 20, 2015
Customer experience is so important to consumers, that 75% of research participants told American Express 1 they’ve spent more with companies that have a history of positive customer experience.
Beyond Philosophy
JULY 14, 2015
Sometimes we have a relationship we think is good, but it really isn’t. It’s true in friendships, marriages, and yes, even business relationships. There are some signs that your Customer relationship is all about you, or one-sided, and they are easier to spot than you think. Many of the things that make personal relationships fail make your relationship with Customers one-sided.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Kate Nasser
JULY 26, 2015
Teamwork persona: As you develop your career, ask yourself: Will others want to work with me? Work persona checklist from The People Skills Coach™. The post Teamwork Persona: Are You Someone Others Want to Work With? appeared first on KateNasser.com.
Win the Customer
JULY 12, 2015
How we can inspire and empower ourselves to go above and beyond when it comes to our customer service experience duty? Anyone can do the bare minimum. Anyone can do enough to satisfy. Everyone does just enough and that’s the problem of customer service experience today. Too many are content with just enough and lack the […].
Heart of the Customer
JULY 29, 2015
When I was a kid, my rural Iowa hometown got a new radio station. It wanted to be a radio station for everybody, so it would play one song from the eighties, then one from the seventies, the sixties, and so on. The theory was clear: if you play something for everyone, everyone will be […]. The post A bad customer experience is like an Iowa radio station appeared first on Heart of the Customer.
PeopleMetrics
JULY 14, 2015
PeopleMetrics is proud to recognize its fifth-annual Brand Ambassador Award Winners. These individuals received the most customer recognition through PeopleMetrics customer experience software in 2014, proving their consistency in going above and beyond to deliver for customers. Winners of the 2015 Award are: Jen Beier of 1st National Bank. Brian Hecker, Partner at Crowe Horwath LLP.
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.
Uniphore
JULY 21, 2015
Store, voice, IVR, social, chat, web, mobile, SMS… customers are everywhere and 95% of them use more than one customer service communication channel, says a study by CFI Group and eBay Enterprise 1. They want to get service where they’re most comfortable, yet companies struggle with providing omni-channel customer service.
Beyond Philosophy
JULY 16, 2015
When you hear a person (read Customer) sigh, what do you think they are communicating? Is it sadness? Frustration? Exhaustion? All three? Chances are, it’s a subconscious communication of many things, including all of the above. It’s important to identify what nonverbal clues like a sigh communicates—whether you are the one that heard it or the one that is doing it.
Kerry Bodine
JULY 20, 2015
Happiness gurus say the key to contentment is low expectations. This is great news for the pessimists whose strategy is to expect the worst and then enjoy a pleasant surprise when the apocalypse doesn’t happen. But in the customer experience world, this doesn’t fly. You cannot sandbag your customers’ expectations by promising them a miserable experience and then hitting just above the low water mark.
Win the Customer
JULY 8, 2015
When service energy is low, that’s when organizations become plagued with constant problems, consistent customer complaints, and the service experience continues to fall short of customer expectations. Organization that lack vitality in their service experience will always face the persistent topics of how to improve service in their conversations.
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?
Kate Nasser
JULY 12, 2015
Key ways to respond to disrespect and be treated respectfully. Simple effective responses fr The People Skills Coach™. | Teamwork Career. The post Be Treated Respectfully: How to Set Limits w/ Pushy People #peopleskills appeared first on KateNasser.com.
PeopleMetrics
JULY 17, 2015
On July 15, Amazon held its first “Prime Day,” which featured a variety of on-site sales exclusive to members of its Prime service. And a few things went wrong. So, for a limited time only (i.e., as long as our Web servers last), at a sizeable discount (i.e., free), and without further ado (i.e., unless you’re busy), let’s go over a few customer centricity best practices we can glean from the event.
Uniphore
JULY 20, 2015
As organizations expand the number of channels by which customers can reach them, an enduring facet the world over is that these channels are not connected. So when customers channel hop, the contact center agent is frequently blind-sided as they see only those interactions for one or two channels at most. This leads to a bad customer experience because the customer has to start over and repeat themselves to bring the contact center agent up to speed.
Beyond Philosophy
JULY 28, 2015
Brands are a fluid concept that can be destroyed in an instant. Brands make promises that should be kept by the people that deliver the experience. When the brand experience falls short of the promise, Customers feel disappointed, frustrated, and frankly, hacked off! For example, I recently purchased my new car. Having seen the adverts, undertaking the research online, and comparing various reviews, I narrowed my choices between a GMC Yukon or a Lincoln Navigator.
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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
Provide Support
JULY 28, 2015
Transforming customer service at a small business. Limitations offer the biggest challenges to us, but at the same time they are the best boosters of creativity and inspiration. We all know that a distinguishing feature of almost every small business is their limited resources. There are not enough people, not enough budget to implement great ideas and purchase professional customer service tools.
Win the Customer
JULY 1, 2015
Before we achieve successful customer experiences, we must evolve how we think about failure. Failure in customer experience is inevitable. You will make the wrong decision, you will do the wrong thing for your customers, and you will fail to foresee the unexpected in your customer interactions. But the costly failures is an option. It’s up to […].
Kate Nasser
JULY 19, 2015
Leadership people skills steps to create a creativity culture where people feel safe to engage & innovate. Latest fr The People Skills Coach™. The post Creativity Culture: 7 Keys to Creating Safe Place to Engage | #peopleskills appeared first on KateNasser.com.
CX Journey
JULY 21, 2015
Image courtesy of BeachBumBlu I originally wrote today's post for Intradiem. It appeared on their blog on February 19, 2015. Is this the secret to employee engagement? I recently came across a TED Talk by Yves Morieux of Boston Consulting Group (BCG) and wondered if within it lies not only the answer to employee disengagement but perhaps the solution to helping companies do their part in the engagement equation.
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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