December, 2015

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FCR – One call, that’s all

Callminer

Industry experts have long estimated that 25 cents of every dollar spent by a call center goes toward fixing issues that weren’t properly addressed during the customer’s initial call.

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How to start using Social Media for Customer Service

Bill Quiseng

This week’s post is written by Ravi Shukle. In my posts, I provide advice to improve face to face customer interactions. But today’s customers are expecting service on-line and on the social media channels that they use. One of the great benefits of social media is connecting with people who we would otherwise not meet. Since I certainly am not an expert on how to use social media for customer service, I reached out halfway around the world to someone who is, Ravi.

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Trending Sources

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4 Questions You’re Afraid to Ask About Omnichannel (& Research-Based Answers to Help You Make Decisions)

Uniphore

Omnichannel - the phrase everyone throws around, the business model few know how to implement. Confused? We’ve got your back. Here are 4 answers to questions too many executives are afraid to ask out loud. Read More.

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What’s the #1 Way to Improve Customer Service? #INFOGRAPHIC

Win the Customer

Research from Forrester has found that 80% of companies want to use customer service to differentiate themselves from the competition. So if every organization wants their customer service to be the best it can be, how do those who really stand out from the competition actually do it? Rather than just rehashing the same old suggestions that anyone can find online, we turned to the customer service experts to help answer that most critical question: What’s the #1 way to really improve custo

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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.

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Why the Customer Experience Doesn’t Create Loyalty

Beyond Philosophy

People don’t choose your product or service because of the experience they had; they choose it because of the experience they remember—and these two are not the same thing! Creating a great memory of your experience in your Customer’s mind is critical to creating Customer Loyalty. Consider this quote from Professor Daniel Kahneman, the Nobel Prize Winning Economist: “There is a big difference between an experience and the memory of an experience.”.

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Journey Mapping to Hypothesis Mapping: Creating Better CX

Heart of the Customer

Journey mapping is a great way to visualize and truly understand your customer’s journey as they interact with your organization. But when you start a journey mapping project, how do you know where to start? Where do you investigate? It begins with a hypothesis. A frequent practice is to end a journey mapping process with […]. The post Journey Mapping to Hypothesis Mapping: Creating Better CX appeared first on Heart of the Customer.

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Our Customer Service Podcast: One Year In

Customers That Stick

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

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10 Tips for Preventing Customer Complaints this Year

Fonolo

Updated June 2020. In 2013 , CCMC and NOVA1 Contact Centers conducted a “Customer Rage Study” which found that customer problem rates have increased by five percentage points over 2011 (50% vs. 45%). And unfortunately, that trend has continued over the last few years. The 2017 Customer Rage Study found that 56% of respondents had a serious problem with a product or service in the last year — a 6% increase from 2013.

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3 Key Soft Skills Every Call Center Agent Must Have

Win the Customer

Metrics and statistics can’t measure the personality of employees, their ability to relate with callers, or the value they bring to an interaction. Concrete customer feedback metrics, KPIs and CRM systems can be considered as the ‘science’ behind call centers, but the soft skills of call center agents are considered as the art. Metrics and statistics can’t measure the personality of employees, their ability to relate with callers, or the value they bring to an interaction.

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5 Points: What it Takes to Write a Book

Beyond Philosophy

Creativity is essential to business today, particularly when the things that differentiate all of us from our competition decrease each year. A creative approach to business, to art, and to life will serve any individual well moving forward. I have written five books to date and will soon deliver number six. It occurred to me that I have learned a few things writing these books.

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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.

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Customer Experience Best Practices: How to Retrain Your Customers

PeopleMetrics

If you work in a company that takes its longevity seriously, there’s a high likelihood you’ll find yourself face-to-face with the notion of retraining your customers. The notion usually arrives at an interesting transition point. Future business goals are clear, the business is thinking tactically about how to achieve them, and the business wants to keep its current customer base.

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What Are the Benefits of Interaction Analytics in the Contact Center? [Resource Guide]

Callminer

Interaction analytics unlocks valuable information hidden in interactions between contact centers and customers. Learn more in CallMiner’s latest resource guide.

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Don’t Let Conformity Stifle Ideas

Customers That Stick

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

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The Future of CX

Heart of the Customer

The CXPA’s CX Experts all collaborated to predict what CX will be like next year, and the article they came up with is a great read to get us all excited about the future of CX in 2016. Attached is a PDF of the article—check it out! Read the PDF here. The post The Future of CX appeared first on Heart of the Customer.

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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?

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5 Steps for Hiring Exceptional Customer Service Agents

Win the Customer

There’s an immense difference between aspiring to deliver exceptional customer service and actually delivering winning customer service. The right team can make the biggest difference in exceptional service experiences. Every time I review customer submitted feedback, I always look for key terms that establish patters for successful customer service interactions or potential negative trends in customers’ experience.

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The Meteoric Rise Of Content As A Driver of Buyer Behavior, Especially Rich Video: What Does It Mean For Marketers?

Beyond Philosophy

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. As they are gathering information to help in day-to-day brand decision-making, consumers want, crave, desire, seek, and value content from marketers – as long as it is reasonably altruistic, informative and objective, and minimizes the ‘look of sponsorship’ and the three most readily identifiable sales ‘P’s’: push, pitch, and puff.

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Highlights of Customer Experience Strategy Advice

ClearAction

Highlights of Customer Experience Strategy Advice. Over the past year, I’ve written quite a bit about customer experience management strategy, including a six-part series about keys to success in the future. Shared vision, strategic planning, and governance are rarely discussed in customer experience literature. Collaboration, teamwork, and involvement of multiple functional areas in taking action on customer insights must be well-thought-out and institutionalized across your company for l

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What’s the Best Way to Manage and Empower Call Center Agents?

Callminer

Drive performance improvements with speech analytics, personalized coaching, and agent scorecards in the call center. Read more.

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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

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Our Top Ten Customer Experience Blogs of 2015

PeopleMetrics

Legend has it that in a damp, craggy cave, an ancient hunter-gatherer created the first list-based Web article. In keeping with millennia of human tradition, let’s look back at our top ten blog posts from 2015. I sincerely hope you've enjoyed following along as much as we've enjoyed writing for you. Keep an eye out for new posts in the new year! Without further ado, here's number 10: Starting off this list is a post for those who are confused about how to measure customer experience improvement.

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Journey Mapping: Not Just a Research Project

Heart of the Customer

As more and more people are learning about journey mapping, it’s becoming clear to them just how useful it can be. And that’s great! But sometimes journey mapping can be misunderstood—or rather, only used at a fraction of its potential. While many people conceive of journey mapping as a research activity, in truth it can […]. The post Journey Mapping: Not Just a Research Project appeared first on Heart of the Customer.

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How to Make Customer Experience a Cross-Organizational Initiative

Win the Customer

The key to customer experience success is in utilizing technology that ensures CX levels are high, while meeting strategic operational goals. Customer experience is increasingly being spoken of as a cross-company initiative. But each department in an organization has their own KPI’s to consider. While Sales need numbers, Finance are looking at the bottom line and Legal are over protective about regulations, customer experience is often not at the top of the agenda beyond the Marketing departmen

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‘Top 50 Marketing Thought Leader’ Reveals Latest Trend

Beyond Philosophy

Wouldn’t it be great if you could truly predict Customer’s behavior. Well you can! Welcome to the world of behavioral economics. I have recently been included in Brand Quarterly’s ‘Top 50 Marketing Thought Leaders over 50’ and they asked me an interesting question: “What do I think the next industry trends would be for the year?” I thought I would expand on my thoughts here and give a better explanation.

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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.

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Rate the Reliability of Employee Support

Customer Bliss

After you’ve completed rating reliability of your customer experience , rate the reliability of support that employees receive across the customer journey. Ask the group to go stage by stage of your customer journey and determine how reliable the employee support is in delivering a one-company customer experience. Is the support for employees: Always reliable – support is managed across the channels, countries, and silos.

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A Cold Night, Hot Soup…and Great Customer Service!

InteractionMetrics

Not too long ago, while checking into a hotel on a damp San Francisco night, the front desk clerk noticed my sniffling and asked if I wanted chicken soup. “That’d be great,” I replied, assuming it was just a sympathetic comment and not an actual offer. I was therefore quite surprised when, only a few minutes later, there was a knock on my door and a server brought in a steaming bowl of soup.

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Business-to-Business Customer Experience Advice Highlights

ClearAction

Business-to-Business Customer Experience Advice Highlights. Business-to-business customer experience management has certain complexities and advantages that need to be well understood by practitioners and vendors alike. All too often, it is assumed that B2B needs to be doing the same thing that B2C companies are doing, or that B2B companies are way behind B2C.

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Exemplary Customer Service: It’s All About the Journey

Heart of the Customer

“The purpose of a business is to create and keep a customer” – Peter Drucker Sometimes, it seems that companies focus exclusively on the first half of this equation. Sales to new customers are exciting, and resources are appropriately targeted to land new customers. Look at the continual offers coming from TV service and internet […]. The post Exemplary Customer Service: It’s All About the Journey appeared first on Heart of the Customer.

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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.

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Why Should You Automate Your Customer Relationship Process

Win the Customer

An effective CRM system can help a business maximize the value of their customers through improving every aspect of the customer relationship. Many businesses wonder if they should invest more into customer relationship development and the systems and tools that enable greater automation of relationship management in the contact center. While too much automation can lead to lack of personalization, the right balance between effective software tools and careful consideration from real customer ag

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The Vital Disruption Technique You Can’t Forget

Beyond Philosophy

Do you have loyal Customers or do your Customers buy from habit? Mistaking Customers’ habit for loyalty is a common mistake to make. Many organizations think their Customers are loyal only to find out later they are not, typically after they lose them to a competitor. Customers have habits, and habits can be broken. True loyalty, on the other hand, is much tougher to break.

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Do You Need a Chief Customer Officer?

Customer Bliss

A Chief Customer Officer is successful when he or she can simplify how the organization works together to achieve customer-driven growth, engage the leadership team and connect the work to a return on investment. Sustainable transformation will only occur when this work goes beyond project plans and status updates, and is grounded in caring about customers’ lives.

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Intuitive Leadership: How Non-Intuitive Leaders Lead Intuitive Employees

Kate Nasser

Intuitive Leadership: Ways non-intuitive leaders can lead and benefit from intuitive employees. Latest insight fr The People Skills Coach™. | Employee Engagement. The post Intuitive Leadership: How Non-Intuitive Leaders Lead Intuitive Employees appeared first on KateNasser.com.

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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