Callminer

DECEMBER 27, 2016

Predictive analytics, in combination with speech analytics, can help your organization provide an improved customer experience. Read more.

Predictive Analytics 182

Predictive Analytics CEM Customer Experience 182

Beyond Philosophy

DECEMBER 7, 2016

Your employees have the power to make or break your Customer Experience this holiday season with the customer service they provide. However, when employees aren’t happy, customer service often suffers. It’s clear that keeping a positive work environment is crucial this holiday season—and all year long. Here are three proven ways you can stay off your employee’s Naughty list when it comes to their employee experience.

Retail 167

Retail Customer Experience Customer Service CX 167

Heart of the Customer

DECEMBER 2, 2016

I recently participated in a round table sponsored by Barclaycard Business discussing the importance to e-commerce businesses to plan and understand their customer journeys. You can read more about the round table here. We discussed numerous topics. But one we agreed upon was the need to simplify the experience. Customers aren’t willing to figure out […].

E-commerce 104

E-commerce Customer Journey Map Customer Experience 104

Win the Customer

DECEMBER 27, 2016

Social Media has become not just a prominent platform for marketing and advertising but also an accessible tool for forming and improving customer relationships. Becoming a major part of online activity, customers are jumping on the web and demanding communication with brands, with an expectation of quick and suitable responses. In fact, JD Power conducted a survey and found that 67 percent of respondents admitted to having contacted a company for support via social media.

Social Media 100

Social Media Customer Relationship 100

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Customer Bliss

DECEMBER 20, 2016

Episode Overview. Amy Downs is the Chief Customer Success & Happiness Officer at Lifesize, a company enabling communication and collaboration among many mediums (their slogan is “connecting people to make their workplace great” ), was quite interesting. Her path to this role started as a software engineer. Like many Chief Customer Officers, Amy kept getting pulled in the direction of the customer, but needed to find her path to a formal role.

Net Promoter Score 0

Net Promoter Score Engineering NPS Education 0

ClearAction

DECEMBER 31, 2016

2017 Customer Experience Resolutions Lynn Hunsaker. What’s new in 2017 customer experience management? Like most resolutions, what’s new is less about shiny objects and more about mastery of down-to-earth principles. It’s all about keeping your eye on the prize with a sensible plan. Tech gizmos may add excitement or ease, and trends or predictions may be meaningful in your unique situation or not.

Customer Experience 81

Customer Experience Customer Journey Map VOC Voice of the Customer 81

Beyond Philosophy

DECEMBER 12, 2016

There are three critical elements every online holiday shopper expects this year. If you don’t meet them, they likely won’t buy with you, not now in the holiday season, or in the new year either. Chances are if you are shopping for the holidays, you are buying at least in part online. Per USA Today , this year’s Cyber Monday booked $3.45 billion in sales, representing 12% growth for Cyber Monday sales in 2015.

Retail 157

Retail Sales Customer Feedback Customer Experience 157

Heart of the Customer

DECEMBER 12, 2016

Bob Thomas is the chief experience officer for the YMCA of the Greater Twin Cities, a leading nonprofit dedicated to strengthening communities through youth development, healthy living, and social responsibility. He is responsible for engaging community members to help them meet their personal goals while ensuring a great Y experience through integrated marketing, membership sales, […].

Sales 74

Sales 74

PeopleMetrics

DECEMBER 2, 2016

Studying the Customer Experience feedback for companies that utilize a field service delivery model reveals some interesting insights. The most interesting of which is the importance of the field engineer. The impact of their performance comes not only from their technical ability to perform the install or repair task, but also their ability to interact with clients.

Net Promoter Score 76

Net Promoter Score Customer Experience Engineering NPS 76

Customer Bliss

DECEMBER 13, 2016

Episode Overview. Dayton Semerjian was a Chief Marketing Officer four times. Because his ultimate goal was moving towards a CEO role, he shifted a bit — and ran a $600 million P&L and then a $2.5 billion P&L for CA Technologies. Then took on his current roleL General Manager, Global Customer Success and Support at CA Technologies. In our discussion we explored his very deliberate path toward taking on these new roles — and how his operational experience prepared him to be su

Customer Experience 0

Customer Experience B2C Government NPS 0

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

Win the Customer

DECEMBER 29, 2016

Everyone dreams of starting their own business and being in control of their own future. But a successful business requires careful planning and constant attention to management. The fact is, 90% of startup companies fail. Here are four common mistakes you should avoid. Self-Doubt. Starting a business includes a number of daunting challenges, such as managing people, materials, finances, marketing, and looking for advantages over the competition.

Social Media 71

Social Media Finance Start-ups 71

ClearAction

DECEMBER 11, 2016

An out-of-tune piano or violin may be one of your most vibrant memories of a poor user experience. Every one of the strings and keys must be in-sync, no exceptions. And so it is with every one of the groups in your company that is managing part of the end-to-end customer experience. CRM, VoC, UX, FCR, NPS, DX, and so on — it’s more than alphabet soup. 1 They’re all parts of a whole.

Net Promoter Score 73

Net Promoter Score Customer Experience Close the Loop Customer Experience Management 73

Beyond Philosophy

DECEMBER 14, 2016

Having been with the Customer Experience movement since the beginning, I have seen companies embrace the idea of putting Customers at the center of everything they do and reap the rewards in increasing Net Promoter Scores (NPS) and revenues. Now, some of these companies are experiencing a plateau in their NPS score. They no longer see it climb the way it once did.

Net Promoter Score 144

Net Promoter Score NPS Start-ups Customer Experience 144

Heart of the Customer

DECEMBER 21, 2016

As a B2B company, you have a great opportunity to see the big picture that is hidden from your clients. By serving multiple clients, you can see something they can’t – and that they most definitely need to know. Your clients use your products and services in a vacuum. They probably have a good idea […]. The post Help your B2B clients, help yourself appeared first on Heart of the Customer.

B2B 68

B2B Customer Experience 68

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

Kate Nasser

DECEMBER 11, 2016

Leaders preserve bias in these unconscious ways. Here's how to change it & stop discriminating. By Kate Nasser, The People Skills Coach™ on Leadership. The post How Leaders Preserve Bias & How to Stop | #Leadership appeared first on KateNasser.com.

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Customer Bliss

DECEMBER 29, 2016

I launched a podcast, The Chief Customer Officer Human Duct Tape Show , in 2016. We’ll be back with new episodes in early 2017. So far, we’ve published 32 episodes. At the end of all 32, I asked the guest — typically a Chief Customer Officer or someone who owns customer experience at their organization — what I call my “pay it forward” question.

Customer Experience 0

Customer Experience Social Media Start-ups AI 0

PeopleMetrics

DECEMBER 9, 2016

You’re probably familiar with the classic customer satisfaction survey. In fact, it’s become the new normal for companies to bombard us with their requests for feedback. So, here at Interaction Metrics, we asked ourselves: sure companies ask their customers to share, but do companies really care about what their customers have to say? To get an answer, we did a study.

Retail 64

Retail Customer Satisfaction Customer Feedback CX 64

Provide Support

DECEMBER 13, 2016

Stay Connected with your Customers. According to a Walker study , by the year 2020 customer experience will overtake price and product as the key brand differentiator. That is why it is important to stay connected with your customers and keep them informed about your company innovations and events. You may attract new customers with help of great content.

B2C 67

B2C B2B Innovation Customer Experience 67

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

Beyond Philosophy

DECEMBER 19, 2016

On Black Friday, American retailers kicked off the holiday shopping season by opening their doors in the middle of the night, offering steep discounts, and giving away 100 percent of the money they took in. Wait – what was that last one? This year, outdoor clothing retailer Patagonia announced that it would give 100 percent of its Black Friday retail and online sales to grassroots environmental organizations.

Sales 141

Sales Retail Customer Loyalty Education 141

ClearAction

DECEMBER 28, 2016

How to Drive Voice of Customer Insights Company-wide: 3 Steps Lynn Hunsaker. Who needs to hear customer feedback? Just your customer-facing staff? Only a few managers of the biggest problem areas? The correct answer is: everyone company-wide. Why: satisfied customers make payroll possible — and everyone’s decisions, attitudes, and handoffs have a ripple effect on customer experience excellence.

Customer Feedback 59

Customer Feedback VOC Voice of the Customer Customer Experience 59

Kate Nasser

DECEMBER 6, 2016

Leaders, before you use a rabid emotionally charged leadership style, think about the disastrous lasting effects. By Kate Nasser, The People Skills Coach™. The post Lasting Effects of Rabid Emotionally Charged Leadership appeared first on KateNasser.com.

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Customer Bliss

DECEMBER 1, 2016

It’s been a busy 2016. Here we are, finally, at the last month of the year. I know most of you have already started 2017 strategy planning (or finished it), but I wanted to put together a bunch of customer experience improvement program assets in one place. You can clip and save this post to review during the holidays and get ready for 2017. It’s a series of competencies I’ve worked on over my career and within the past year.

Customer Experience 73

Customer Experience Business Growth Start-ups B2B 73

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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

DECEMBER 7, 2016

Today I'm pleased to share a guest post by John Zilch with Dun & Bradstreet. A few years back, I was working at a mid-sized software company and was part of a project team looking to overhaul our pricing and packaging. The initial stages of the project involved speaking with customers, researching the competition, and performing the math necessary to hone in on the correct pricing.

Artificial Intelligence 64

Artificial Intelligence Start-ups Sales Customer Experience 64

Provide Support

DECEMBER 20, 2016

How to Become an Expert in Customer Service. As a customer service manager or representative, you know first hand just how important it is to provide quality, effective customer service – especially in today’s world where social media dominates. Though these media platforms have undoubtedly played a monumental role in the changing landscape of customer service communication, customer’s wants and needs remain relatively unchanged.

Customer Service 63

Customer Service Social Media Customer Experience 63

Beyond Philosophy

DECEMBER 22, 2016

What happens when you take the people out of an experience that was traditionally a human-based interaction? Does it make it better or worse? And what does this mean to the future of Customer Experience? Amazon and Uber might soon have answers for us on these questions. Amazon and Uber have been making headlines by eliminating the humans from areas of the Customer Experience where a person is usually involved.

Legal 128

Legal Transportation Retail Customer Experience 128

PeopleMetrics

DECEMBER 2, 2016

Studying the Customer Experience feedback for companies that utilize a field service delivery model reveals some interesting insights. The most interesting of which is the importance of the field engineer. The impact of their performance comes not only from their technical ability to perform the install or repair task, but also their ability to interact with clients.

Net Promoter Score 54

Net Promoter Score Customer Experience Engineering NPS 54

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

Kate Nasser

DECEMBER 7, 2016

JOIN People Skills global Twitter chat (#PeopleSkills) to discuss giving & receiving feedback. A critical skill in life and work. Dec. 11th 10amET/3pmGMT with Kate Nasser, The People Skills Coach™ & global community. The post Giving & Receiving Feedback: JOIN #PeopleSkills Chat Dec. 11 appeared first on KateNasser.com.

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Customer Bliss

DECEMBER 22, 2016

This post originally appeared on the CCO 2017 website. In today’s dynamic business environment, the one thing that should be of constant importance is the value of the customer as the lifeline of any organisation. Although many executives and business leaders are likely to agree with this notion, very few have successfully harnessed this belief and elevated the strategic importance of the customer’s needs to great effect.

Social Media 0

Social Media Engineering Customer Experience Business Growth 0

CX Journey

DECEMBER 14, 2016

Image courtesy of Noel Dela Cena I originally wrote today's post for the CXPA blog and have modified it slightly since then. Simon Sinek said: A community is a group of people who agree to grow together. I think that describes the customer experience profession, and especially the Customer Experience Professionals Association (CXPA), quite well. There’s a lot of value in connecting with other customer experience professionals, whether those connections are made through the CXPA or not.

CX 63

CX Education Customer Experience 63

Provide Support

DECEMBER 6, 2016

Best Articles for Managing Your Live Chat Support. Holidays are approaching and we, the Provide Support team, started thinking what treat we could give to you, our blog readers. In our sincere appreciation of your readership, we would like to offer you a selection of our best articles for managing your live chat support. Over the last few years we have covered a wide range of topics related to live support, from hiring the most talented agents, training them, selecting the best tools and maximiz

Customer Service 63

Customer Service 63

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Churn starts within the first 30 days of customers purchasing a product. A lot of it comes down to the first impression customers get through the onboarding process. A poor experience can result in losing current and future customers, and unnecessary overhead. It’s important to know what a poor onboarding experience looks like, the associated hidden costs, and how to build a top-tier onboarding experience for your customers so you can avoid losing hard-earned revenue.