Callminer

FEBRUARY 4, 2021

More customers are vulnerable today than ever before, in part due to the COVID-19 pandemic that has led to increase in health and financial crises. While customer vulnerability isn’t new, it’s time companies take action to identify vulnerable customers and implement solutions to better equip company representatives and customer service agents to interact with customers experiencing vulnerability.

Contact Center 345

Contact Center Artificial Intelligence Finance Engineering 345

Inside Customer Service

FEBRUARY 18, 2021

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. Tell me if this sounds familiar. The CEO announces a service culture initiative. Anxious to comply with the CEO's mandate, the executive team launches into a flurry of activity.

Customer Satisfaction 283

Customer Satisfaction Start-ups Customer Service Customer Experience 283

Intercom, Inc.

FEBRUARY 16, 2021

Originality is the holy grail of creativity. But does true originality exist in design or is it always influenced by what came before? Let’s be honest: creativity is a nebulous landscape. With the evolution of digital technologies, we’re now exposed to other people’s opinions, ideas, and work on an almost minute-by-minute basis. So whether its originality of thought or artistic brilliance, the sheer scale of visual and conceptual input we experience on a daily basis can blur the lines betw

Start-ups 283

Start-ups Transportation Innovation Technology 283

Futurelab

FEBRUARY 22, 2021

In 2019, I wrote about this marketing phenomenon that I kept hearing about, that customers are in control, that they have all the power. I never felt like that was right. In that post, I wrote: Tags: Annette Franz (Gleneicki) co-creation customer experience design thinking innovation Facebook Like. Linkedin Share Button. Tweet Widget.

Innovation 246

Innovation Customer Experience 246

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Beyond Philosophy

FEBRUARY 6, 2021

In job descriptions and resumes, there are new required skills for candidate’s resumes in Behavioral Science. These jobs might be the most important new jobs in business today. But why? Behavioral science and the scientists that use it will tell you that understanding the “why” of what customers do has become table stakes in some industries today.

Social Media 193

Social Media Finance Management Consulting Customer Experience 193

eglobalis

FEBRUARY 20, 2021

Customer Experience Five fundamentals to re design AI transformative experience as competitive advantage. The post Five fundamentals to re design AI transformative experience as competitive advantage appeared first on Eglobalis.

AI 167

AI Customer Experience Customer Relationship Innovation 167

Inside Customer Service

FEBRUARY 25, 2021

Ugly babies are my customer service kryptonite. No, not actual human babies. An "ugly baby" is a metaphor for an idea, project, product, or anything else that someone is really proud of, but isn't terrific. For example, a lot of people send me the customer experience vision statements their companies create. It's an honor because vision statements are my thing.

Construction 162

Construction Start-ups Customer Service Customer Experience Management 162

Intercom, Inc.

FEBRUARY 9, 2021

It’s no secret that when it comes to support, customer expectations are higher than ever before – but how are support leaders and teams adapting to these increased demands? Our recent report showed that while 73% of support leaders say customer expectations are increasing, only 42% of them believe that they’re actually meeting those expectations. That’s a significant gap between expectations and reality – and one that it’s all too easy for your support team to fall into.

Customer Expectations 222

Customer Expectations Touchpoint Start-ups Customer Satisfaction 222

Futurelab

FEBRUARY 22, 2021

I’ve written about inside out thinking and behavior a few times, but today’s focus on inside out is a little different. Tags: Annette Franz (Gleneicki) customer experience culture employee experience customer-centric culture leadership Facebook Like. Linkedin Share Button. Tweet Widget.

Customer Experience 246

Customer Experience 246

Beyond Philosophy

FEBRUARY 13, 2021

A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. Customers buy habitually, and that’s great when their habit is to buy from you. The problem is sometimes they aren’t buying habitually from you, but instead from your competition.

Government 179

Government Management Consulting Customer Experience CX 179

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

Heart of the Customer

FEBRUARY 5, 2021

One of the most critical findings from our 100+ interviews with CX pros over the course of 2020 was the importance of selecting one emotional outcome for your experience and using it as a design target. This is because emotions are the heart of your customer experience. But for some reason, few programs deliberately measure […]. The post Learn From West Elm’s Missed Opportunity appeared first on Heart of the Customer.

CX 159

CX Customer Experience B2C B2B 159

Callminer

FEBRUARY 3, 2021

Learn how call centers can more effectively identify, address and manage customer vulnerability.

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Fonolo

FEBRUARY 4, 2021

Many hands make light work, so the saying goes. However, it doesn’t always make for the desired outcome. This is especially true when it comes to contact center outsourcing. It may be tempting to hire an external team when faced with high call volumes, but in doing so, you risk lowering the quality of your customer experience. Luckily, there are many tools and technologies out there that can help you avoid the need for outsourcing.

Contact Center 154

Contact Center Technology Technology AI 154

Intercom, Inc.

FEBRUARY 25, 2021

Most businesses design customer experiences from the inside out, based on what is best for the company, when they should be doing the exact opposite. At least, that’s Annette Franz ‘ s two cents on the matter. Few people are as passionate about customer experience as Annette, the founder and CEO of consulting firm CX Journey Inc. With three decades of experience under her belt, she has learned a thing or two about helping companies build customer-centric businesses.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

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

Futurelab

FEBRUARY 1, 2021

Here’s an uncomfortable – yet indisputable – truth: you are in business to create and to nurture customers. Without customers – and especially without employees to create your products and to serve your customers – you have no business. Regardless of company size, region, industry, etc., you are in business for the customer, because of the customer.

Technology 246

Technology Technology Customer Experience 246

The DiJulius Group

FEBRUARY 24, 2021

5 Quick Tips to Help you Make Price Irrelevant 1) Customer Service Feature Story The Six Components of a Customer’s Experience In order to create brand loyalty and customer evangelists, you must 1) operate at a high level in six distinct areas of business and 2) constantly evaluate your company’s customer service across each category, Read Full Article.

Customer Service 138

Customer Service Customer Experience 138

Comm100

FEBRUARY 19, 2021

Buzzwords come and go in the customer experience world, but while we lose our patience with most, there are some that rightfully stick around. In 2013, Forrester Research landed on one such phrase – the ‘age of the customer’. Customers have more power than ever to get their voice heard and listened to. Brands are forever fearing that one viral tweet could severely damage or even destroy their carefully constructed brand image in a fleeting yet far-reaching flurry of complaints. .

Customer Experience 133

Customer Experience Age of the Customer Construction Social Media 133

Callminer

FEBRUARY 10, 2021

Read this blog to understand the value of measuring and analyzing voice of the customer (VoC).

Voice of the Customer 271

Voice of the Customer VOC 271

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

Fonolo

FEBRUARY 18, 2021

If you’re reading this, chances are you’ve decided up your contact center game. You’ve got the aspiration and the best intentions. But you’ll need more than that. Picking an effective contact center strategy is a process that requires thought, evaluation, and preparation. Unsure where to start? We’ve got eight essential tips so you can start improving your contact center today. 1.

Contact Center 148

Contact Center Social Media Start-ups Technology 148

Totango

FEBRUARY 2, 2021

Customer success plans provide you with a powerful tool to help clients achieve their goals. With your product, they feel more satisfied with your brand, positioning your own business for success as well. Follow our simple three-step strategy for developing winning customer success plans: Agree on mutual goals with your customer. Develop an action plan.

Customer Satisfaction 127

Customer Satisfaction Customer Service 127

Futurelab

FEBRUARY 22, 2021

Back in late 2015, I wrote an article titled Work Harder or Smarter? in which I offered up some ways to help employees work more efficiently – ultimately, to work smarter. The last item on the list was automation. Fast forward five plus years, and automation is likely at the top of the list now for a lot of companies! But for many, the term “automation” brings chills, with visions of job losses and customer frustration.

Customer Experience 130

Customer Experience 130

Intercom, Inc.

FEBRUARY 10, 2021

A lot has happened in the last 12 months. The world experienced exponential change and began navigating its way towards the “new normal,” and the way that companies support and engage their customers has rapidly evolved. Here at Intercom, we doubled down on building and shipping features across our conversational support and engagement solutions that would fundamentally shift how our customers communicate with their own.

Customer Satisfaction 104

Customer Satisfaction Customer Expectations Customer Experience 104

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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

Myra Golden Media

FEBRUARY 8, 2021

Guide customers to the next step, or bring down the temperature in interactions, and slash talk time by explaining three things: Here’s what we know Here’s what we’ve done Here’s what’s next. Was This Helpful? I’m asking you because my newsletter offers ideas like this all the time. If you’re not yet subscribed, sign up here.

Customer Experience 121

Customer Experience 121

Heart of the Customer

FEBRUARY 18, 2021

Once you find out what a living journey map can do, you won’t have any trouble understanding why it’s so important to the success of your CX initiatives. So what can it do? Unlike a static journey map, a living journey map doesn’t remain fixed in particular point in time. It changes and evolves as […]. The post What Is a Living Journey Map? appeared first on Heart of the Customer.

CX 107

CX Voice of the Customer Customer Journey Map Customer Experience 107

Fonolo

FEBRUARY 24, 2021

When you first start a business, everything is on you – from accounting to customer service to sales. However, as you grow your business, you can’t focus on everything internally. This is especially the case with customer service and customer care. Outsourcing customer service can potentially save your business money while allowing you to focus on other areas of the business.

Social Media 134

Social Media Customer Service Start-ups Innovation 134

PeopleMetrics

FEBRUARY 25, 2021

PeopleMetrics Experience Management Platform Roadmap Preview. Learn about the latest changes to PeopleMetrics and how they affect your team. This is a special look at what’s coming soon and what’s recently launched. We highlight: Features we added in 2020. The new features we're adding this year. New and soon-to-be-released features focused on alert notifications, dashboard reports and survey health.

CXM 108

CXM CEM Customer Experience Management Customer Feedback 108

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

Futurelab

FEBRUARY 1, 2021

Author and businessman Harvey Mackay once said : “You learn when you listen. You earn when you listen – not just money, but respect.”. Those words could not be truer when it comes to customer experience and to your business. Tags: Annette Franz (Gleneicki) customer experience customer feedback survey design Facebook Like. Linkedin Share Button. Tweet Widget.

Customer Feedback 130

Customer Feedback Customer Experience 130

Intercom, Inc.

FEBRUARY 2, 2021

This week on Inside Intercom, we’re focusing on customer satisfaction: how it’s evolving, why that matters, and what you need to do about it. If you’re in the business of supporting customers, one measurement probably looms large over everything else: the customer satisfaction, or CSAT, score. . CSAT has been the primary metric for gauging customer happiness for some time now, and is often used as the one all-encompassing number that translates whether your support team is performing or not into

Customer Satisfaction 99

Customer Satisfaction 99

Lumoa

FEBRUARY 15, 2021

Customer experience integrations help you to automate your customer experience. The logic of this type of integration is the same as any other type of integration you can do with other tools. For example, you probably have integrated your CRM with your helpdesk already to get a better view of your customers so you can be even more efficient when solving their issues.

Customer Experience 94

Customer Experience CRM Finance Close the Loop 94

Beyond Philosophy

FEBRUARY 18, 2021

I’ve changed many habits during the pandemic, from how I have business meetings to how I grocery shop. I am not the only one; people have changed so many routines. Today, we will talk about what we can learn from the pandemic and discuss the five rules for changing your customer habits. We discussed habits on a recent podcast. Many years ago, I read The Power of Habit by Charles Duhigg, and I have been fascinated by habits ever since.

Start-ups 97

Start-ups Customer Experience Management Customer Experience CX 97

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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.