Callminer

JUNE 10, 2016

Think, for a moment, about the last time you had an exceptional experience as a customer. What stood out to you? What do you remember the most?

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182

Uniphore

JUNE 1, 2016

The Robots are coming for our jobs! There’s been a lot of recent alarmist press about robots and automation that feeds into the dystopian point of view so prevalent in popular culture these days. Rather than zombies and killer viruses we’re looking at the era of smart machines, drones, autonomous cars, and even self-service kiosks at McDonald’s now dispensing all you can eat fries in some markets – now that’s something to worry about!

Customer Experience 100

Customer Experience 100

Beyond Philosophy

JUNE 20, 2016

There are 2 killers of corporate life – speed and politics. Let me give you some background. Before setting up Beyond Philosophy I spent most of my career working in large corporate companies, climbing the ladder of success. I reached the exalted heights of SVP leading a team of 3,500 people globally before I left to start Beyond Philosophy, a customer experience consultancy, back in 2002.

Start-ups 113

Start-ups Customer Experience 113

PeopleMetrics

JUNE 16, 2016

As a customer experience company, we field a lot of questions from prospects about customer feedback. In fact, it’s common for prospects to have a system for collecting feedback—from rudimentary snail-mail surveys to online survey platforms. But it’s uncommon for them to have a system for acting on that feedback. Here's the thing: If you’re not acting on customer feedback, then there’s not much reason in collecting it.

Close the Loop 118

Close the Loop Customer Experience VOC Voice of the Customer 118

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Win the Customer

JUNE 23, 2016

One of the big challenges for brands using social media for customer service —and also making an effort to proactively reach out to customers with live chat and chatbots on their website—is striking a balance between customer service automation and real human connections. If you’ve ever taken a science class, you’ve probably heard of the triple-beam balance.

Social Media 94

Social Media Customer Service Contact Center Innovation 94

Return Customer

JUNE 1, 2016

As Internet speeds increase and technology becomes more sophisticated, customer expectations of companies’ online performances have also risen. In 2015, 47 percent of U.S. corporate executives said their customers’ service expectations were higher than three years ago, while 35 percent said they were much higher. Nearly two-thirds of these companies said it was somewhat or very difficult to please customers, while 77 percent agreed the Internet and consumer apps were raising the bar

Customer Expectations 93

Customer Expectations Social Media Retail Contact Center 93

MyCustomer Experience

JUNE 6, 2016

Why do some customer insight teams have a better internal reputation than others? Did some insight leaders just get lucky, with a great. 30th Sep 2022 Building your insight team's internal reputation. By Paul Laughlin Managing Director.

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Beyond Philosophy

JUNE 15, 2016

Over the past few months, some retailers have been experimenting with virtual reality. With sales lagging, they‘re hoping that in-store virtual reality experiences will be the magic ingredient that lures shoppers back. Now, though, eBay has announced that it is launching the world’s first virtual reality department store. eBay’s new venture is being rolled out in Australia in partnership with Australian retailer Myer, and it requires nothing more than a free smartphone app and a pair of cardboar

Entertainment 113

Entertainment Retail Customer Loyalty Customer Experience 113

Customer Bliss

JUNE 23, 2016

I talk often about customer experience , but recently I’ve heard from some followers that they’d like a bit more on customer retention. The first thing to understand about customer retention is that obviously it comes straight from customer experience. In short, if the customer experience is good, the customer retention is there. Also there: referral.

Customer Retention 69

Customer Retention Customer Acquisition Sales Customer Experience 69

Win the Customer

JUNE 1, 2016

Today, brands can use social media to strengthen brand awareness, create customer loyalty, and build lasting relationships with customers. Customer loyalty is becoming more and more elusive, especially in our contemporary world. Before online transactions and exchanges became the norm, retailers were able to foster physical, and, at times, emotional interactions and connections with consumers.

Customer Relationship 92

Customer Relationship Social Media Retail Customer Loyalty 92

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

Return Customer

JUNE 15, 2016

Social media customers have increasingly demanding expectations. About 95 percent of millennials expect brands to have a Facebook presence, and over 80 percent expect brands to be on Twitter, HubSpot research found. According to Edison Research, 42 percent of customers expect service requests made through social media to be handled within 60 minutes, while 32 percent expect a response within 30 minutes.

Social Media 75

Social Media Customer Service Start-ups Customer Expectations 75

Heart of the Customer

JUNE 13, 2016

I was presenting at a healthcare conference on the importance of managing your in-clinic experience. In the Q&A session an attendee asked, “How important is hiring versus training? If you have a front-office person who isn’t that friendly, how can you teach her to be nicer?” It’s a great question, and one that isn’t asked […].

Healthcare 68

Healthcare 68

Kate Nasser

JUNE 5, 2016

Use people skills smarts and communicate. It prevents voids & vacuums of trouble. Latest business leadership tips fr Kate Nasser, The People Skills Coach™. The post #PeopleSkills Smarts: Communicate or Become Irrelevant appeared first on KateNasser.com.

Customer Service 64

Customer Service 64

Beyond Philosophy

JUNE 13, 2016

We’ve all encountered these people in the workplace. The guy who wanders around joking with everyone but never seems to do any actual work. The woman who files her nails when she should be typing a report. The slacker who…well…nobody actually knows where the slacker is or what he’s doing! Co-workers label these folks ‘lazy’ and resent them for not doing their share.

Start-ups 113

Start-ups Retail Sales Customer Experience 113

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

Customer Bliss

JUNE 9, 2016

“Proactive experience reliability and innovation” — which is another way of discussing design for reliability — is one of my five customer experience competencies , which I’ve developed over 30+ years of doing this customer-driven work with companies of all sizes. In Episode 3 of my new podcast , I talk a good deal about design for reliability with Scott Dille, a Senior Vice President at Northern Trust.

Customer Experience 67

Customer Experience Touchpoint Innovation Start-ups 67

Win the Customer

JUNE 7, 2016

From automated purchasing and shipping to simple returns and mobile-friendliness, these are the modern conveniences your online customers expect from your business. Today’s customer expects a lot. Online shoppers expect even more. And their expectations should not be ignored. In the United States alone there are more than 191 million online shoppers.

Customer Expectations 90

Customer Expectations Social Media Engineering Sales 90

ClearAction

JUNE 18, 2016

Understanding Business-to-Business Purchase Decisions for Customer Experience Management Lynn Hunsaker. Does your business-to-business (B2B) customer survey portfolio monitor expectations of everyone who impacts buying decisions? If not, representative samples at the account level may not be representative at all when it comes to what really drives decisions to buy and re-buy from you.

Customer Experience Management 54

Customer Experience Management VOC B2B Customer Experience 54

Heart of the Customer

JUNE 7, 2016

I visited Antelope Canyon a few weeks ago. It’s a terrific trip, and I highly recommend it. As a part of the trip we visited the Glen Canyon Dam. Upriver of the Hoover Dam, it creates Lake Powell, the second largest man-made lake. The tour guide shared the three priorities for the dam: Water management […]. The post CX Vision lessons from the Glen Canyon Dam (and Isaac Asimov) appeared first on Heart of the Customer.

CX 60

CX Customer Experience 60

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

Comm100

JUNE 30, 2016

Time and time again, we see evidence that great customer service experiences are critical in maintaining customer loyalty and satisfaction. According to research conducted in 2015 by Aspect Cloud Solutions , 76% of respondents see “customer service as a ‘true test’ of how much a company values them.” And customer service training is vital to maintaining excellent customer relations.

Customer Service 56

Customer Service Education Innovation Compliance 56

Beyond Philosophy

JUNE 8, 2016

I’m happy to report that more and more companies realize that emotions are significant to the Customer Experience. It’s an excellent first step. But it isn’t enough. Thinking that emotions are important in Customer Experience, or even that positive emotions are important to our Customer Experience isn’t enough. In general, business needs to get specific about the emotions in their Customer Experience.

Customer Experience 113

Customer Experience 113

Customer Bliss

JUNE 14, 2016

Episode Overview. In this episode, I have the pleasure of speaking with Parrish Arturi. Parrish is the SVP of Retail Service and Experience Delivery at Fidelity Investments. He’s no stranger to making the rounds on business journalism and customer experience shows — he previously appeared on the Fast Leader podcast and did a ‘Quick 6’ of questions with Customer Experience Matters.

Customer Experience 0

Customer Experience Voice of the Customer Retail Customer Service 0

Customer Service Training

JUNE 13, 2016

We hope you like the new look of Customer Service Training Helper. We're working on revamping the site, so come back soon and see the changes we're making.

Customer Service 52

Customer Service 52

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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

C3Centricity

JUNE 19, 2016

Marketing depends upon actionable insights to satisfy and delight their customers. How comfortable are you with your own process and the actionability of the results? Insights are the holy grail that all businesses seek but rarely find. Are you one of them? If so then I have some tips on how you can get better [.]. The post Marketing Solutions to More Actionable Insights appeared first on C3Centricity.

Actionable Insights 48

Actionable Insights 48

Heart of the Customer

JUNE 1, 2016

Heart of the Customer: Along with your other diagrams, journey and experience maps are often used to drive culture change. What are your tips for using these to engage leadership and change culture? Jim Kalbach: This first thing to keep in mind is that a diagram won’t provide any answers outright. It doesn’t magically bring change […]. The post Interview with Jim Kalbach appeared first on Heart of the Customer.

Customer Experience 60

Customer Experience 60

Provide Support

JUNE 29, 2016

Customer Loyalty. In any business existing customers leave and new customers arrive. However, there are customers who are the backbone of any business, they are the loyal customers. According to Accenture 28% of consumers are loyal to their providers and brands, which is why all effort should be taken to keep such customers and increase their number.

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Customer Loyalty Customer Service 48

Beyond Philosophy

JUNE 2, 2016

We all want to be happy. But how do you consistently make your customers happy? Experts from companies like Disney and SoulCycle offered good advice on this subject during a panel discussion on designing happiness at SXSW. As customer experience consultants, we know that happiness is one of the key emotions that drives short term purchases and longer term brand loyalty.

Retail 113

Retail Sales Customer Experience Customer Service 113

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

Customer Bliss

JUNE 30, 2016

I’ve been doing customer experience strategy and customer-facing, customers-as-growth-engines work for north of 30 years now. I’d never claim in reality that you can ‘hack’ the system in 17 seconds. The work is hard and demanding. I named my podcast The Chief Customer Officer Human Duct Tape Show for just that reason: in this work, you’re typically the ‘duct tape’ of your organization.

Customer Experience 61

Customer Experience Engineering Innovation Start-ups 61

Customer Service Training

JUNE 13, 2016

Telephone Skills is a Key Part of Customer Service Training for Call Center Agents. What Skills are Required for Good Call Handling?

Customer Service 52

Customer Service 52

C3Centricity

JUNE 5, 2016

Things have been pretty hectic for me these past few weeks. As you read this, I am in New York presenting at the CASRO Technology and Innovation Event, 6th to 7th June. If you’re attending the event, please stop me and say “HI”; it would be awesome to meet some of my Amercian readers! I [.]. The post New Thinking, New Ideas, New Successes!

Innovation 48

Innovation Technology Technology Actionable Insights 48

The DiJulius Group

JUNE 29, 2016

What if you posted all your Customer Reviews on your website? What if you had your Customers review all your Lawyers, Account Executives, or the products you sell and then you posted them on your website? I am not talking about raving fan testimonials. All of your Customer reviews, allowing Customers and potential Customers to […].

Customer Service 45

Customer Service 45

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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.