Heart of the Customer

JANUARY 7, 2020

I heard Lee Becker, Chief of Staff of the Veterans Experience Office (VEO) of the VA speak at a recent Medallia conference and was blown away by his remarks. I reached out for an interview because I wanted to share with a broader audience his thoughts on what it’s like to drive change within a […]. The post Creating a Customer-Centric Agency at the Department of Veterans Affairs (VA) appeared first on Heart of the Customer.

CX 139

CX Customer Experience 139

Lumoa

JANUARY 9, 2020

We share a simple checklist you can use to quickly start measuring your customer experience. Even if you’re already measuring customer experience, the checklist will make sure you’re hitting all the right points along the way.

Customer Experience 132

Customer Experience 132

Beyond Philosophy

JANUARY 10, 2020

If I asked you for $100, what would you say? My guess is no. You probably have a rule against giving people money just because they asked you. But what if I asked you for $1? Most of us would probably be okay with that. Sure, it’s still giving money, but it’s only $1, and that isn’t the same thing. However, by saying yes to giving me $1, you broke your rule about giving people money just because they asked you.

Customer Loyalty 124

Customer Loyalty Customer Experience 124

Fonolo

JANUARY 8, 2020

There’s an interesting and high-stakes battle taking place right now in the world of customer service: What will be the dominant text-based channel for B2C communications? SMS remains the most ubiquitous channel, but least flexible. Competing against it are the big corporate-owned messaging platforms: Messenger and WhatsApp (both from Facebook), Apple’s Business Chat, and Google’s offering called (for now) Google My Business Chat.

Scorecard 101

Scorecard B2C Contact Center Omnichannel 101

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

Heart of the Customer

JANUARY 9, 2020

If you’re reading this, you probably already know that customer experience (CX) is important. But even the staunchest CX advocates might not realize that CX done right can save lives. Earlier this week in this space you met Lee Becker, Chief of Staff of the Veterans Experience Office (VEO) of the Department of Veterans Affairs […]. The post When CX Is a Matter of Life or Death appeared first on Heart of the Customer.

CX 103

CX Customer Experience 103

Customers That Stick

JANUARY 7, 2020

Here it is! Our first official blog post of the 2020s. What better way to start off the new year and new decade — a decade that I hope will be marked by incredible improvements in customer experience design, thinking, and execution — than by taking a look at one of the most essential ingredients of customer experience: leadership. The Culture/Experience Connection.

Gaming 88

Gaming Customer Experience Customer Service 88

Totango

JANUARY 7, 2020

Onboarding is an opportunity to set your customer up for success. It is the first glimpse they get of your product and your team, and your first chance to demonstrate how you can help them meet their business goals. Your customer onboarding workflow should guide you through the process of helping your customer integrate the product into their daily business activities so they can start achieving their goals.

Start-ups 72

Start-ups Sales Customer Relationship Customer Experience 72

Kerry Bodine

JANUARY 10, 2020

I was talking recently with the head of marketing at large consumer products company. Several years ago, a major digital agency she was working with presented her team with customer journey maps. The agency had put the maps together — based solely on their own desk research, not by actually going out to talk with any of their client’s customers — and just handed them over.

Sports 71

Sports Customer Journey Map Finance 71

Customers That Stick

JANUARY 9, 2020

In this One Win Book Review, we take a look at Younger Next Year by Chris Crowley and Henry S. Lodge, M.D. We are starting off the year with a bit of a departure from our normal business books. But since this is the start of a new year, we found inspiration from being healthier (both physically and in business). . Check out the video below to hear Adam’s one win that you can take away from Younger Next Year to improve your organization’s customer experience and customer service.

Customer Service 78

Customer Service Customer Experience 78

Myra Golden Media

JANUARY 8, 2020

We took my son’s phone in for repair. After looking at the phone, the employee said. “Liquid has come in contact with this phone. Your warranty doesn’t cover this, but we have a couple of options. We can repair the unit, or we can sell you a refurbished model.”. While I wasn’t happy to learn that we’d have to pay for repair or a new phone, I did appreciate the way the employee delivered the news.

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71

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

Fonolo

JANUARY 10, 2020

Ever since the retail industry has gotten a digital facelift, only a handful of brands have experienced unbeatable growth. Today, Amazon is a top-of-mind digital company that consumers are browsing all day long – and has quickly become THE retail giant. Consumer behavior in the retail industry has changed entirely within the past decade. Most customers choose to make purchases from the within the safe walls of their homes via online retailers such as Amazon.

E-commerce 67

E-commerce Retail Contact Center Customer Satisfaction 67

Totango

JANUARY 9, 2020

Every business needs to grow. However, in today’s customer-centered economy, simply seeking out new customers is not enough. Companies today are instead looking to implement a customer expansion strategy. Customer expansion isn’t about pushing current customers to spend more; rather, it’s about creating extra value that customers will benefit from. Customers are willing to pay for this new value, which helps you increase your company’s revenue.

Start-ups 65

Start-ups 65

Kerry Bodine

JANUARY 10, 2020

I was talking recently with the head of marketing at large consumer products company. Several years ago, a major digital agency she was working with presented her team with customer journey maps. The agency had put the maps together — based solely on their own desk research, not by actually going out to talk with any of their client’s customers — and just handed them over.

Sports 62

Sports Customer Journey Map Finance 62

ClientSuccess

JANUARY 10, 2020

When it comes to dealing with customers, there are some situations that can be a little overwhelming for both a customer success manager and the customer in question. For many, onboarding is one of those situations. From the customer side, onboarding typically involves hours or even days of training, meeting new team members, and trying to figure out why a leadership team even invested in a new solution to begin with. .

Customer Relationship Management 65

Customer Relationship Management Customer Relationship Customer Retention Customer Loyalty 65

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Fonolo

JANUARY 8, 2020

There’s an interesting and high-stakes battle taking place right now in the world of customer service: What will be the dominant text-based channel for B2C communications? SMS remains the most ubiquitous channel, but least flexible. Competing against it are the big corporate-owned messaging platforms: Messenger and WhatsApp (both from Facebook), Apple’s Business Chat, and Google’s offering called (for now) Google My Business Chat.

Scorecard 67

Scorecard B2C Contact Center Omnichannel 67

Totango

JANUARY 7, 2020

Product update Jan 7, 2020 . Happy New year! I hope you all had a great time celebrating the new year with friends and family. . At Totango, we’re also celebrating our first release of the year. We are excited to continue bringing value to our customers and efficiency to your team. . In the next few weeks we will hold our quarterly webinar in which we will share the plan for the quarter and the high level themes for the year.

65

65

Kerry Bodine

JANUARY 10, 2020

I was talking recently with the head of marketing at large consumer products company. Several years ago, a major digital agency she was working with presented her team with customer journey maps. The agency had put the maps together — based solely on their own desk research, not by actually going out to talk with any of their client’s customers — and just handed them over.

Sports 62

Sports Customer Journey Map Finance 62

ClientSuccess

JANUARY 10, 2020

When it comes to dealing with customers, there are some situations that can be a little overwhelming for both a customer success manager and the customer in question. For many, onboarding is one of those situations. From the customer side, onboarding typically involves hours or even days of training, meeting new team members, and trying to figure out why a leadership team even invested in a new solution to begin with. .

Customer Relationship Management 64

Customer Relationship Management Customer Relationship Customer Retention Customer Loyalty 64

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

Confirmit

JANUARY 9, 2020

On the face of it the business case for a Voice of the Customer (VoC) program comes down to a simple equation: happier customers = increased profits. Numerous studies support the validity of this statement, which has by now been proven time and time again in various industries. For example Forrester Research found that from 2011 to 2015 a group of CX leaders’ revenue outgrew the revenue from their CX laggard competitors by more than 5 to 1.

VOC 59

VOC Customer Experience Voice of the Customer CX 59

Comm100

JANUARY 7, 2020

Organizations know that providing great customer experiences (CX) is no longer optional in today’s competitive business landscape. Four years ago, Gartner predicted that by 2019 more than 50% of organizations would invest more money into their CX strategy than ever. While they were right about the trend, today’s numbers signal that even more organizations have made CX a priority.

Social Media 53

Social Media Start-ups Customer Satisfaction Omnichannel 53

Kerry Bodine

JANUARY 9, 2020

In today’s digital era, consumers are rapidly continuing to switch from offline to online — and the contact center may be the only time your customer interacts with your business. As a result, it is imperative to master the customer journey in order to gain insight into your customer’s pain points along each and every touchpoint across the journey. These insights will allow your enterprise to focus on contact center pitfalls that will have the most impact on your customer experiences and therefo

Contact Center 62

Contact Center Touchpoint Customer Loyalty AI 62

Steven Van Belleghem

JANUARY 10, 2020

The ‘cool’ futuristic stuff. Of course, I really enjoyed the obligatory futuristic examples like Uber Elevate’s and Hyundai’s electrically powered “personal air vehicles” (PAV) that will function as flying taxis for up to four passengers on trips of up to 60 miles at speeds reaching 180 mph. And let’s not forget Samsung’s BB-8-like (a rather cute droid character, for those who aren’t a fan of Star Wars) personal assistant ‘Ballie’ which may only look like a big tennis ball but has built-in

Artificial Intelligence 52

Artificial Intelligence Outlook Manufacturing Start-ups 52

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

Confirmit

JANUARY 8, 2020

A Voice of the Customer (VoC) program can have a measurable financial impact for organizations by enabling improvements in key metrics such as customer churn, customer spend, and cost of service. The Confirmit ROI calculator enables Customer Experience professionals to measure the potential benefits of implementing a VoC program in their organization.

VOC 52

VOC Finance Compliance Voice of the Customer 52

CSAT.AI

JANUARY 8, 2020

It was destined to happen. The Wild West of digital media, with its international reach, enticing freedoms and little regulation, could not last without standards of regulation. Applying such significant updates to entrenched systems is cumbersome and costly. Privacy compliance in contact centers poses unique challenges. However, protecting consumer data is an important and positive change toward building consumer trust.

Compliance 52

Compliance Contact Center Legal Sentiment Analysis 52

Kerry Bodine

JANUARY 9, 2020

In today’s digital era, consumers are rapidly continuing to switch from offline to online — and the contact center may be the only time your customer interacts with your business. As a result, it is imperative to master the customer journey in order to gain insight into your customer’s pain points along each and every touchpoint across the journey. These insights will allow your enterprise to focus on contact center pitfalls that will have the most impact on your customer experiences and therefo

Contact Center 62

Contact Center Touchpoint Customer Loyalty AI 62

Provide Support

JANUARY 6, 2020

In 2020 customers will become smarter as their expectations for service and customer experience are set by best brands. While interacting with a business, they compare their experience to the best one they received from anyone and anywhere. Thus the gap between expectations and reality may widen for some companies. As a result customers will walk away searching for better experience.

Customer Service 52

Customer Service Social Media Customer Loyalty Sales 52

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

Confirmit

JANUARY 8, 2020

Confirmit has a plethora of mobile apps to meet all your business needs. We have apps for everything from consumer surveys branded to suit your style to on-the-go reports and dashboards so you never miss a beat. Download. But with more than 2.7 billion smart phone users around the world, it’s no surprise that many brands today have their own apps to engage their customers!

Voice of the Employee 52

Voice of the Employee Voice of the Customer 52

ClearAction

JANUARY 4, 2020

CEO’s Guide to Growth through Customer Experience Engagement Lynn Hunsaker. Customer experience engagement is a growth strategy. It’s the aim of Net Promoter Score®, CRM, loyalty programs, experiential marketing and so forth — rallying customers toward purchase volume, referrals and long-term relationships. While some growth can be gained solely through these programs, diminishing returns are inevitable.

Customer Experience 48

Customer Experience Net Promoter Score Engineering Legal 48

Kerry Bodine

JANUARY 9, 2020

In today’s digital era, consumers are rapidly continuing to switch from offline to online — and the contact center may be the only time your customer interacts with your business. As a result, it is imperative to master the customer journey in order to gain insight into your customer’s pain points along each and every touchpoint across the journey. These insights will allow your enterprise to focus on contact center pitfalls that will have the most impact on your customer experiences and therefo

Contact Center 62

Contact Center Touchpoint Customer Loyalty AI 62

Chip Bell

JANUARY 7, 2020

I fired my pharmacy today. And, it was sad to me because I have been brand loyal for so long. I transferred all our family prescriptions to the grocery store pharmacy across the street. The front desk person at the grocery pharmacy laughed when I told her I was trying to help my pharmacy since they had too many customers. But, she then shook her head knowingly and commented, “We have had a lot of others helping them out that way.”.

Innovation 49

Innovation CX Customer Service Customer Experience 49

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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

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