September, 2014

article thumbnail

Call Center Scripting Tips for Sounding Like a Real Person (Instead of a Robot)

Callminer

What can call center agents do to ensure they handle customer concerns efficiently? Sound like a real person (instead of a robot). Here’s how to do it.

182
182
article thumbnail

Discovering What Customers Don’t Know Themselves

Beyond Philosophy

'How many times have you undertaken Customer research to discover what a Customer wants you to do to improve their Customer Experience only to discover when you implement this, it has no effect? What is going wrong here? Quite simply, on many occasions Customers don’t know what they want and will say the first thing that comes to their head. Therefore to discover this ‘hidden’ aspect of a Customer Experience you need to undertake a different form of research.

CEM 161
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

A Quick Customer-Facing Communication Checklist

Customers That Stick

'At the core of all customer experience is communication. Communication helps direct a customer to the right department, helps make a customer feel valued, and helps give context to a product or service. Communication is among the most important of variables and, in many cases, the easiest to improve. Sometimes, the simplest things get lost in the sea of complexity that is modern business.

article thumbnail

5 Ways Amazon Has Changed How Everyone Thinks About Customer Experience

Win the Customer

'If you don’t like change, your going to like irrelevance even less. If you’re looking for an example of the customer experience revolution, Amazon has shown the way to innovate and dominate by putting the needs of customers first. Making experience the heart of business strategy, Amazon has shown that customer service and customer experience really do matter […].

article thumbnail

From Data to Decisions: Maximizing Retail Potential with AI

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.

article thumbnail

How does customer experience pay? Check out your portfolio

Heart of the Customer

'You would think that the return on customer experience is obvious. A better customer experience improves loyalty, and loyalty means you can spend more time serving customers than chasing new ones, resulting in cost savings. There are a number of studies that support this contention, including: Medalia reports that customers who report a great customer experience spend 140% more than those who report the worst experiences, and that a subscription-based customer are 72% more likely to remain a

article thumbnail

Decisions that Earn Customer Love

Customer Bliss

'Many companies try to copy the actions that result from beloved companies’ decisions. The fact of the matter is decisions that earn customer love are not easily reached. To achieve the same impact, what enabled the decision must exist. You must get beyond the decision itself and possess the intention and motivation what lies beneath it. It’s the intent (the “what”) and the motivation (the “why”) behind decisions that bond people with companies.

85

More Trending

article thumbnail

Employee Culture: Why Amazon is on Top and Bank of America Isn’t

Beyond Philosophy

'Each year, we do a Global Leader Survey of top executives in Customer Experience Management. Last year’s survey revealed that Amazon claimed the top spot and Bank of America…well, didn’t. While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. That is to say, Amazon has it—and Bank of America doesn’t.

CEM 138
article thumbnail

Faces of Customer Experience: Ali Banks

Customers That Stick

'Meet Ali Banks! Ali Banks’ began her career in architecture but left her real estate development job to pursue her love of food at Le Cordon Bleu, Paris. Her food adventure brought her back home to New York and now Chicago. Currently the Resident Chef for Sur La Table, Chicago, she teaches hands-on cooking classes to adults and children. Additionally, she is the recipe developer for Sitka Salmon Shares and enjoys experiencing the operation first hand by fishing in Alaska.

article thumbnail

Do You Know Exactly What Customers Want From Customer Service?

Win the Customer

'80% of companies say they deliver “superior” customer service, but only 8% of customers think these same companies actually deliver “superior” customer service. Though most brands believe that their customer service is adequate to keep their customers happy, it’s clear that most customers feel otherwise. When a person purchases products or services from a brand, the […].

article thumbnail

Thinking is bad

Heart of the Customer

'One impact of being in a new capability is trying to describe it. My wife doesn’t really know what I do, so how can I effectively communicate customer experience to somebody who’s never heard of it? This is a common topic among my CX friends. How do we explain what we do to others? If they don’t give me a blank look, most folks hear customer experience and ask, “So, you work in a call center?

CX 118
article thumbnail

Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

article thumbnail

Your Actions Tell the Story

Customer Bliss

'In a world where products and services are available in a hundred variations, beloved companies get a disproportionate piece of the pie because of how they treat their employees and customers. Beloved companies blend commerce with their humanity. They blend their personal lives with their business lives. They make decisions that are congruent with honoring the person on the other side of the transaction.

CX 84
article thumbnail

Listen with the Right Intent

CX Journey

'Image courtesy of Unsplash | André Spieker When you listen to customers or to employees, do you really listen? Or are you already anticipating your response or your reaction before they''re finished talking? Stephen R. Covey said: Most people do not listen with the intent to understand; they listen with the intent to reply. Unfortunately, this is so true.

Sales 67
article thumbnail

Right or Wrong? Protecting Yourself Against Other Passengers

Beyond Philosophy

'Two flights. Two grounded planes. Four angry passengers, one of them with a wet shirt. Two planes worth of delayed passengers. And one big question: Is it okay to recline your seat on a flight? I am referring to the two incidents a couple of weeks ago involving the issue of reclining a seat on a flight. The first event took place on a United Airlines flight and involved a Knee Defender , a device that a passenger can secure to the tray table to restrict the seat in front of them from reclining.

CEM 134
article thumbnail

Improve Millennials’ Experience with a Targeted Loyalty Program

Customers That Stick

'Guest Poster: Kristen Gramigna. Kristen Gramigna is Chief Marketing Officer for BluePay , a credit card processing firm, and also serves on its Board of Directors. She has more than 15 years experience in the bankcard industry in direct sales, sales management and marketing. Building a base of loyal customers can be one of the most effective ways to increase your profitability and optimize your customer acquisition costs, but what does it take to win the favor of Millennials (consumers who are

article thumbnail

Software Composition Analysis: The New Armor for Your Cybersecurity

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?

article thumbnail

4 Most Common Customer Service Complaints You Can Fix in One Day

Win the Customer

'Not only is it cheaper to keep a customer than to win a new customer, peeping customers happy is easier than fixing an angry customer. But let’s face it, no matter how much we try to keep disasters at bay, there will always be isolated cases where customers end up unhappy with the products and […].

article thumbnail

Case Study: Using Journey Mapping Workshops to Drive Change in City Government Customer Experience

Heart of the Customer

'Kelly Ohaver is the Client Experience Manager at the City of Centennial, as well as an active CXPA member. Her mission is to introduce customer experience principles to improve the city’s experience for its citizens and clients. She describes her job as “the most fascinating, challenging, and rewarding job ever” as she strives to bring an outside-in focus to the city.

article thumbnail

Track Revenue and Profitability by Customer Group

Customer Bliss

'Customer metrics propel the organization into understanding the customer end-game. They supply leaders with a platform to stand behind and reinforce. Getting to the classification of revenue and profitability by customer group is not a trivial project. The key is to come up with labels and categories for these groups that are simple yet meaningful.

Gaming 81
article thumbnail

Reputation Management or Customer Experience Management?

CX Journey

'Background image courtesy of Unsplash Which should you focus on: reputation management or customer experience management? Or both? With sites like Yelp, TravelAdvisor, Angie''s List, and more (not to mention Twitter, Facebook, blogs, etc.), companies have a myriad of options for listening to customers online and uncovering when and where good and bad experiences are taking place.

article thumbnail

7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

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

article thumbnail

How Sports Results Affect Our Decision Making

Beyond Philosophy

'Most of us think that people make decisions, especially big, consequential decisions, based on a rational assessment of the consequences of that decision. The stock market is a great example. Clearly it makes sense that who fares best in the stock market are those investors making logical, rational choices. Certainly with the types of investments that are made, the sophistication of the analytics that is undertaken and the vast sums of money involved you would want to think that that is the cas

Sports 130
article thumbnail

From the Archives: Losing a Customer Means…

Customers That Stick

'…we have failed. Failed to listen closely enough. Failed to communicate effectively enough. Failed to provide enough value. Not every customer lost is a failure. Customers’ needs change. Some customers move out of the market, some lose the ability to pay, and some simply no longer need our product or service. Yet, if we look at why most customers are lost, a great many represent a failure of customer experience or of customer service.

article thumbnail

How Outsourcing Can Actually Help Your Customer Service Experience

Win the Customer

'US-based companies spend more than $300 billion every year on outsourced contact center services. Outsourcing has come light years from what most people imagine and contact center services providers often are the key to helping small and mid-sized organizations compete in the global marketplace. Radical changes have been happening in how customers buy and what […].

article thumbnail

Getting “Buzzed” for CX Day

Heart of the Customer

'CX (Customer Experience) Day is only a few short weeks away. If you want to learn more about the day, visit www.CXDay.org for more details. A team of CXPA members has worked hard to create a “Buzz Kit” – everything you need to promote CX Day in one place. It includes tent cards you can promote at your company, suggested tweets, and even a social media badge.

CX 68
article thumbnail

When Customers Win, You Win: How to Deliver Value That Transforms Your Customer Experience

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.

article thumbnail

Taking the Reliable Experience to Differentiation

Customer Bliss

'The experience you gain by working through the customer experience competencies and holding people accountable to customer metrics and accountability forums will condition the organization to redevelop the customer experience for greatest marketplace differentiation. For many people, this is what they thought was going to happen right away. Managing the corporate patience to develop the required competencies to establish a reliable experience is not easy.

article thumbnail

Are Your Customers Persona Non Grata?

CX Journey

'I originally wrote today''s post for Intradiem. It was published on their blog on May 19, 2014. Have you thought about this question: "In your company, are customers persona non grata?" OK, a little Latin refresher to start off. What does "persona non grata" mean? According to Wikipedia, it means an unwelcome person. I like the definition from BusinessDictionary.com, which defines it as: A person who is rejected by those whose acceptance of him or her is required in a situation.

Sales 64
article thumbnail

Are you Prejudiced?

Beyond Philosophy

'Humans are by nature prejudiced. However, the word prejudice conjures up negative images in most of our minds. When you read my title, you probably wanted to answer no, because we have been taught that prejudice is inherently wrong, and clearly there are a number of prejudices that are abhorrent; race and religion, spring immediately to mind. Unfortunately prejudice is natural within people.

CEM 120
article thumbnail

Is Training Hopeless for Some Reps?

Customers That Stick

'One of the (usually) fun things about being in the customer service/customer experience space is that friends, family members, and colleagues like to tell you about their newest customer service adventures — positive or negative. The following happened to a colleague of mine a few weeks ago. The setting has been altered slightly to protect the guilty.

article thumbnail

The Hidden Costs of Poor Customer Onboarding

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.

article thumbnail

Don’t Run from Customer Service Reviews. Reviews Elevate Service to the Next Level.

Win the Customer

'In digital world, thoughts and opinions are processed at lightning speed, so with the very real possibility of a customer’s negative experience going viral, businesses are making exceptional (and proactive) customer service an operational necessity.

article thumbnail

When an Employee Just Isn’t Cutting It

Dennis Snow

One of the most challenging situations that faces any leader is having to deal with a wrong fit employee. Leaders should, of course, give the employee a chance to improve through coaching, additional training, etc. But when those remedies don’t work, we have to let the wrong fit employee go. I find that too many leaders avoid the […].

45
article thumbnail

Measure the Profitability of Customer Accounts, Not the Number

Customer Bliss

'Organic customer growth drives long-term profitability. So, why isn’t customer profitability as important to you as quarterly sales goals? This is where the customer commitment falls apart, because what’s actively asked for, measured and rewarded doesn’t always line up with what’s good for customers. The easily understood and well-defined quarterly sales goals win out and stay top-of-mind.

B2B 78
article thumbnail

How Are You Celebrating #CXDay?

CX Journey

'It''s that time of the year again! Time to celebrate CX Day ! As a member of CXPA (Customer Experience Professionals Association) and a team member of the CXPA SoCal Local Networking Events committee, I am actively involved in the organization and all it has to offer. If you''re a customer experience professional and not yet a member, you should check it out.

CX 64
article thumbnail

Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib