February, 2016

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5 Things You Didn’t Know About Voice Analytics Technology

Callminer

Voice analytics technology may offer considerable business benefits, but many organizations simply don’t know much about it. Here’s a look 5 unknown facts about speech analytics.

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Smart Desktops Enhance Agent and Customer Experiences

Uniphore

Ventana Research shows that organizations now support up to 17 channels of interaction with their customers! Get this complimentary Q&A with Richard Snow of Ventana Research as he discusses the challenges organizations are facing with omnichannel engagement and how to overcome them. Read More.

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Don’t Confuse Customer Services with Customer Service

Bill Quiseng

This was originally published as a guest post on Shep Hyken’s customer service blog. . There are only two ways to make a profit in business. One way is to increase sales. The other is to reduce costs. Companies have relied on technology to reeduce one of the most expensive costs in any business – human labor. Banks have replaced tellers with ATM’s, direct deposit and internet banking.

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3 Critical Change Management Steps

Beyond Philosophy

Changing your culture is never an easy task. Your culture is the way it is because of the way the organization is. So if you are trying to change it, you are going to have challenges—especially if you forget these three essential steps. Incenting the behavior you want to see. Considering the Employee Experience. Remembering your people need your support.

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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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How To Build Stronger Customer Relationships & Why It Matters

Heart of the Customer

Guest post by Brooke Cade. The way we communicate with each other has changed. Digital marketing and social media has transformed our world, the way we gather information and how we engage with each other. Because of this, businesses have had to reevaluate the way they communicate and market to their customers. Millennials are a […]. The post How To Build Stronger Customer Relationships & Why It Matters appeared first on Heart of the Customer.

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5 Ways to Handle Unreasonable Customers

Customers That Stick

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5 Ways to Make Marketing More Strategic

ClearAction

5 Ways to Make Marketing More Strategic Lynn Hunsaker. As Marketing departments take a bigger role in customer experience management, a more holistic perspective allows your company rise to the top of the field. Supporting the entire customer lifecycle, for example, is a goal that most Marketing organizations still grapple with. Everyone acknowledges that customer retention is more cost-effective than acquisition, yet Marketing tends to put the majority of its resources in awareness-building and

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Three Low Cost Ways to Improve Customer Service

Bill Quiseng

Recently in a LinkedIn group, one of the members asked the following question: “The global economy is slowing down, but you’ve been asked to do the impossible: Control costs AND improve customer service experience. How can you do it?” While I commented within the group, LinkedIn limited the space allowed for the response so I wanted to elaborate here.

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Command Customer’s Attention: The Secrets Uncovered!

Beyond Philosophy

Everyone wants your Customers’ attention. These bids for attention surround us, in the form of advertisements to street signs to the clothes people wear or, in some cases, don’t wear! These ubiquitous pleas for attention can be overwhelming and crowd out your bid for your Customers’ attention. So it’s up to you to cut through the clutter and reach them.

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How Does Technology Impact the Customer Experience?

Win the Customer

To innovate and get ahead of competitors and market trends, it’s critical for customer experience leaders to continually evaluate their vision of customer experience and perceive potential technologies that could accelerate the ability to deliver exceptional service experiences. At a recent Opticon conference, Mary Hamilton, Managing Director of Accenture Technology Labs , described the near future where our offerings could be enhanced by sensors, supported by data, and automated to deliv

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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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What the Gainesville Police Officer Teaches Us About Customer Service

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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Ask the Experts: What Is Your Speech Analytics Definition?

Callminer

It’s helpful to review speech analytics definitions to determine the right solution for your business’ individual needs. Here’s what the experts have to say.

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How To Become The Head Of Customer Experience

Customer Bliss

There has been much talk in recent years about a C-Suite role for head of customer experience, or CCO — Chief Customer Officer. Even B2B brands, which traditionally focuses on sales rather than organic customer growth, are starting to adopt this head of customer experience role in droves. But how does someone become a head of customer experience?

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How to Improve the Customer Experience: Closing the Loop on Feedback

PeopleMetrics

Improvement is a relative concept. To improve, a thing must be measurably better than it once was. For example, this morning, I felt fatigued. And a coffee (or seven) improved my energy level so much I can now bench press a Honda Odyssey. It's nice to experience such clarity in cause and effect: my taking an action (i.e., drinking coffee) led to an improvement (i.e., a minivan-chucking amount of energy).

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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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Changing Customer Behavior with a Little Nudge

Beyond Philosophy

Do you nudge your customers? Most businesses do, whether they know it or not. A nudge propels a customer toward the behavior you want – whether it’s purchasing a product, signing up for a subscription or making a repeat visit to a retailer. The theory behind a nudge is that positive reinforcement and indirect suggestions can change people’s behavior at least as effectively as rules and instructions.

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How to Implement 24/7 Social Media Customer Service

Win the Customer

Gartner reports that failure to respond to customer service requests on social media may result in a 15% churn rate, which can mean millions lost. If your customers come to you via social media seeking support, not responding in a timely manner can greatly impact your bottom line. The hard part is that social media never sleeps. When customer service phone lines aren’t operating, consumers with problems may message brands on networks such as Facebook or Twitter in hopes of reaching a repre

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10 Do’s and Don’ts of Excellent Customer Service

Provide Support

10 Do’s and Don’ts of Excellent Customer Service. These days, the phrases “go above and beyond for the best customer service experience”, “the customer is always right” and “the customer is king” have become one of the most cliched and repeated in marketing. Business owners, marketing directors and managers across-the-board keep on being focused on delivering over-the-top customer service experience.

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Using call center analytics to generate revenue

Callminer

When utilized effectively, call center analytics can have a big impact on a company’s bottom line.

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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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There Are No Secrets to Zipcar’s Journey Map Success

Customer Bliss

How does your organization utilize the journey map? As the framework to consistently drive company focus that lines up your customer listening, improvement, and planning efforts? Or are the silos still promoting their internal processes as a “journey”? Lesley Mottla was part of the management team that developed Zipcar’s award-winning customer experience and technologies.

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Memorable Customer Experience: Far Deeper Than a Smile | #CX

Kate Nasser

Truly memorable customer experience is not transaction; it is great interaction. The People Skills Coach™ shares memorable exp at Delta Calgary South Hotel and tips to all hotel leaders & reps on doing the same thing! The post Memorable Customer Experience: Far Deeper Than a Smile | #CX appeared first on KateNasser.com.

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Industry Secrets Leaked – Predicting Customer Behavior!

Beyond Philosophy

Imagine the power of being able to predict your Customers’ behavior. It would mean that you can design an experience that plays into this behavior and creates an excellent Customer Experience that drives $$$ for you. However, reliably predicting your Customers’ behavior is going to be difficult even under the best of circumstances. Often, organizations stymie themselves by making bad assumptions about what is motivating their Customers preferences and choices.

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Top Challenges for Customer Support in 2016 #INFOGRAPHIC

Win the Customer

Did you know that that delivering customer happiness is one of the easiest parts of working in support? And that the greatest challenge for customer support professionals is tackling burnout? Kayako have recently surveyed a cross-section of customer support professionals to discover what motivates, excites and challenges them about their jobs and what challenges they face in 2016.

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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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Why You Should Care About Journey Map Design

Heart of the Customer

Who cares about journey map design? After all, it’s your data that should be taking center stage in your maps. Who cares if it’s glitzy, as long as it shows your findings? I’ve actually seen posts that make this argument. As if facts and data are all the really matter. But you’ve probably seen what […]. The post Why You Should Care About Journey Map Design appeared first on Heart of the Customer.

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CallMiner CTO, Jeff Gallino, Shares Insights on Achieving ROI with Interaction Analytics

Callminer

At a recent event in London, CallMiner CTO, Jeff Gallino, shared advice on how best to achieve ROI from Interaction Analytics. He also shared his insights in an interview with CallCentreHelper. Gallino cited three areas to focus on to realize ROI from Interaction Analytics. Compliance – Mitigating risk by analyzing every interaction. This will allow […].

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5 Decision-Making Styles Of Customer-Focused CEOs

Customer Bliss

We’ve talked before on this blog about the need to be a customer-focused CEO. But since CEOs are often the major decision-maker within an organization, it’s important to understand the decision-making styles of customer-focused CEOs. Because the C-Suite as a whole tends to make dozens (if not hundreds) of decisions in a given week, having an understanding on what specific decision-making styles make for leaders with a stronger customer focus is going to be helpful as you grow your ow

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5 Ways to Make Marketing More Strategic

ClearAction

5 Ways to Make Marketing More Strategic. As Marketing departments are taking a bigger role in customer experience management, a more holistic perspective will allow your company rise to the top of the field. Supporting the entire customer lifecycle, for example, is a goal that most Marketing organizations are still grappling with. Everyone acknowledges that customer retention is more cost-effective than acquisition, yet Marketing tends to put the majority of its resources in awareness-building a

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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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Secrets Revealed: Pricing that Makes Customers Buy

Beyond Philosophy

Conventional wisdom says that a product priced at $99.99 will seem less expensive than a product priced at $100. Researchers have also found that a precise price, like $99.37, is more believable and appears to offer a greater value than a round price like $100. Based on this, you might conclude that round prices – the ones that end in zeros – are always a bad idea.

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How Brand Transparency Permeates Every Aspect of a Company

Win the Customer

Though it may have risen from some horrible business dealings, the Sarbanes-Oxley Act (SOX) did create transparency regulations that have become part of the corporate culture. As a result, business transparency has taken root, spreading its canopy to cover more than just financial reporting. Its newest seed, brand transparency, is linked to revenue, loyalty and company longevity.

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Customers Aren’t Rational — So Why Are We Designing Like They Are?

Heart of the Customer

In my years as a CX professional, I’ve run into plenty of organizations with CX programs that worked wonderfully, and plenty that didn’t—and plenty that seemed like they should work, but didn’t. These can often be the hardest to change, because everything about them seems to make sense—so why does the journey break down? As […].

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How B2B Companies Become Customer Experience Leaders

CX Journey

Image courtesy of Thomson Data LLC Are you a B2B company struggling with customer experience challenges? When I go to customer experience conferences, B2B companies are under-represented, both in attendees and speakers. When clients look for benchmark data, B2B reports are few and far between. Those are just a few examples of why I wanted to revisit a question I posed in a post I wrote two years ago: If you work for a B2B company, is customer experience still an important focus?

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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