Callminer

JANUARY 26, 2016

As recent research shows, the U.S. call center industry is alive and well. According to the data, the industry saw a total of 22,265 new positions added in Q3 2015, minus 5,678 jobs that were cut due to force reductions and closures. What this means is there’s an imperative for call centers to drive operational performance excellence […]. The post 11 Call Center Best Practices You Need to Be Doing Right Now appeared first on CallMiner.

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Uniphore

JANUARY 4, 2016

The emergence of liberalisation, privatisation & globalisation coupled with thriving population, climbing GDP growth, rising disposable income & increasing consumer expenditure across different economies of the world have fueled the growth in global retail industry & created numerous opportunities for all kinds of players in retail segment.

Retail 178

Retail 178

Beyond Philosophy

JANUARY 18, 2016

Ever blown it with a Customer? Sure. We all have. Mistakes are part of being human, after all. But hopefully, you learned from it, made your sincere apology, and carried on. Here are 8 big mistakes with Customer Experience that we hope brands learned from: “It’s not the pants, it’s your body type” excuse from Lululemon. Remember when the CEO of Lululemon Chip Wilson said the reason that their pants weren’t wearing well was because the pants weren’t made for all women’s bodies—particularly those

Entertainment 109

Entertainment Social Media Start-ups Customer Experience 109

Bill Quiseng

JANUARY 10, 2016

This week’s guest post is from leadership consultant and keynote speaker Bill Hogg. I have been an avid reader of his blog where he writes about “the critical relationship between leadership, employee engagement and delivering an exceptional customer experience as a competitive advantage.” So I’m honored that he has offered to share his customer service insight here.

Customer Service 97

Customer Service Sales Customer Experience 97

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Customers That Stick

JANUARY 14, 2016

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.

Customer Service 98

Customer Service 98

Win the Customer

JANUARY 15, 2016

Meeting customer expectations is incredibly important for any business that wants to be successful today. It takes careful management and a number of strategies to keep customers satisfied. Unsatisfied customers could potentially harm your business by giving bad reviews or simply stop making purchases. Here are six tips to make sure you are meeting your customers’ expectations.

Customer Expectations 98

Customer Expectations Customer Satisfaction Sales Customer Feedback 98

Return Customer

JANUARY 6, 2016

In the last decade, there has been an influx of customer experience platforms that all offer the ability to capture data and give actionable insights to deliver exceptional customer service. Without a doubt, these platforms provide metrics that produce valuable guidance when it comes to customer retention, average handle time, first call resolution , service levels, response times, and even customer churn.

Customer Service 89

Customer Service CRM Contact Center Actionable Insights 89

Beyond Philosophy

JANUARY 25, 2016

In this series, professionals describe the skills they’re building this year. Read the stories here , then write your own (use #SkillsGap in the body of your post). There is a major skill most organizations lack: Customer centricity. But if you want to remain competitive in today’s economic climate, putting the focus on Customers is imperative to your bottom line.

Customer-Centric Organization 109

Customer-Centric Organization Non-Profits Customer Loyalty Customer Experience 109

PeopleMetrics

JANUARY 28, 2016

For all its promise, and all its hype, big data has always had one inherent problem. You see, big data is. well, big. And when you're facing something big, you may find it overwhelming. And when you find something overwhelming, you may find yourself in the fetal position. But let’s get you off that cold linoleum floor and discuss how to best use customer feedback.

Customer Feedback 83

Customer Feedback Actionable Insights Start-ups Voice of the Customer 83

Customers That Stick

JANUARY 7, 2016

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.

Customer Service 97

Customer Service 97

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

Win the Customer

JANUARY 20, 2016

Want to turn customers into brand ambassadors? Focus on building customer loyalty. There’s a reason why people tend to trust brand ambassadors more than the brand itself: product or service reviews sound more like testimonials rather than direct advertisements. Thus, to surround their brand with influential representatives, many organizations hire endorsers, who would talk about them in a positive light.

Social Media 95

Social Media Customer Loyalty Customer Relationship Customer Service 95

Callminer

JANUARY 14, 2016

Workforce optimization in the call center can lead to improved agent performance and better interactions with customers. Read more.

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Customer Bliss

JANUARY 26, 2016

Delivering a reliable and then innovative customer experience requires adding a customer focus competency to the core competencies of your business (as important as products, finance, marketing or sales). The customer-focused experience needs to be built and honed as a skill. This means: Establishing a discipline for how cross-functional teams explore and understand emerging issues and opportunities.

Innovation 75

Innovation Finance Touchpoint Customer Experience 75

Beyond Philosophy

JANUARY 12, 2016

As 2015 fades into history and 2016 starts, why not take a minute to peruse some of the most popular posts on career advice that can prepare you for a fabulous 2016, in reverse order… My Top 10 Most Popular Posts from 2015. #10: The First 90 Days. You never get a second chance to make a first impression, or to relive your first 90 days at your organization.

CX 107

CX Customer Experience 107

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

Heart of the Customer

JANUARY 20, 2016

In just the last year we have seen a dramatic increase in journey mapping’s popularity, as more and more organizations realize what an effective tool it can be. But as more and more journey maps are getting made by more and more people, two critical questions arise—who and what to map. These are the first […]. The post So You Want to Make a Journey Map appeared first on Heart of the Customer.

Customer Experience 68

Customer Experience 68

Provide Support

JANUARY 18, 2016

The 10 Commandments of customer service. Today, when customer service is becoming a major differentiator for businesses, it is probably not a blasphemy to call it a new religion – religion for business. If we take on this term, the next step is to adopt some kind of a scripture, a code to live by. Few weeks after Christmas, I was sitting in my chair and thinking that it would be good to remind myself what is really important.

Customer Service 59

Customer Service 59

Win the Customer

JANUARY 11, 2016

Continuous improvement is a key characteristic of the most successful customer experience. Successful service organizations realize that no service initiative is perfect and have a framework in place to capture results and analyze them for potential improvement towards better customer experiences. Many of the quality management practices the Japanese manufacturing system is well-known for can be traced back to statisticians like W.

Customer Experience 94

Customer Experience Manufacturing Customer Service Customer Feedback 94

PeopleMetrics

JANUARY 13, 2016

The vast majority of my banking customer experiences happen outside of a bank. And if I think about it, I would find it rather disconcerting if I found myself in a bank. Why am I here? I would think. Is something wrong with my account? Why is it so quiet in here? Do you think the cashier will give me a lollipop? As it is wont to do, technology has spurred the evolution of personal banking into new and surprising forms.

Customer Experience 54

Customer Experience Start-ups Technology Technology 54

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

Customer Bliss

JANUARY 14, 2016

With a customer listening path in place, your leaders and the organization will become personally involved in understanding the lives of your customers. Your customer listening method will provide a constantly refreshing source of information organized by journey stage. Leaders will be able to understand customers’ lives with a connection to customer behavior and growth, as well as to the data.

Scorecard 58

Scorecard Legal Finance Start-ups 58

Beyond Philosophy

JANUARY 14, 2016

Isn’t it a company’s first priority not to harm their Customers? I maybe old fashioned but surely ensuring your Customers’ safety is your BIGGEST responsibility as a brand. Apparently, someone should have reminded Fiat Chrysler. Fiat Chrysler was fined $70 Million by the National Highway Traffic Safety Administration (NHTSA). Why? Failing to report fatalities, injuries, and warranty repairs.

Transportation 101

Transportation Sports Engineering Sales 101

Heart of the Customer

JANUARY 28, 2016

In my last blog post I talked about what journeys you should map when you set out to create journey maps of your customers. But I also mentioned another equally important decision to make when you’re creating your journey maps—not just what to map, but who to map. If you were wondering how to make […]. The post So You Want To Make A Journey Map, Part 2: Who Do You Map?

Customer Experience 60

Customer Experience 60

ClearAction

JANUARY 16, 2016

New Wisdom for Voice of the Customer. Voice-of-the-Customer is central to most customer experience strategies. Find out what the customer thinks and increase the number of voices in favor of your brand. The excitement of hearing from the customer is usually high, at least the first couple of rounds. Then trends are established and one of three things usually happens: (a) the trend is in the “safe” zone, so everyone breathes a sigh of relief and goes about their business as usual, (b) the trend i

Voice of the Customer 54

Voice of the Customer VOC Customer Experience Management Customer Feedback 54

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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

Win the Customer

JANUARY 4, 2016

According to human psychology, the human brain cannot think in words or alphabets, it thinks in images or pictures. As customer experience leaders we need to be more proactive in creative a vision for experience rather than just empty affirmations of service. When Microsoft decided to eliminate its controversial stack ranking system for employees, the decision was widely discussed by Wall Street and business professionals around the world.

Customer Experience 93

Customer Experience Customer Relationship Management Customer Relationship Innovation 93

Provide Support

JANUARY 13, 2016

Millennials , also known as Generation Y, are among us and before you even know it, they will make up most of your customer base. Besides being the largest demographic in the marketplace, Millennials have greatly redefined the customer experience and continue to challenge businesses to keep up to their ever-changing expectations. Accenture predicts that in the US by 2020 their retail spending is expected to hit $1.4 trillion per year , which is a huge share of the global spend.

Customer Experience 57

Customer Experience Retail Customer Service 57

Customer Bliss

JANUARY 5, 2016

Desire is an emotion that will earn growth & prosperity for your business. Click To Tweet. Customers desire a reliable experience. That’s why I harp on the phrase “earn the right to grow.” Desire is an emotion that will earn growth and prosperity for your business. If you deliver a reliable experience, your customers and clients will desire to have it again.

Social Listening 53

Social Listening Outlook Social Media Innovation 53

Beyond Philosophy

JANUARY 20, 2016

Customer Loyalty is a gold standard for most businesses. There are numerous ways that you earn (and lose) Customer Loyalty. But one way that anyone can do is one of the most effective ways to create a Customer Experience that keeps them coming back for more. Pivoting is a technique well-known by the Public Relations industry. It means changing the direction of the conversation to get back to your core message.

Customer Loyalty 100

Customer Loyalty Start-ups Customer Experience CX 100

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

Heart of the Customer

JANUARY 6, 2016

Sometimes, your customers just want to feel heard. A number of years ago, I was travelling for a job interview and booked a night at a Hampton Inn. I awoke and looked to take a shower when I discovered a problem. My room had no hot water. I dressed and went to the front desk […]. The post Your Frontline Workforce Shouldn’t Leave Your Customers Feeling Cold appeared first on Heart of the Customer.

Customer Experience 60

Customer Experience 60

CX Journey

JANUARY 28, 2016

Image courtesy of Dell's Official Flickr Page I love talking about the customer experience; I could sit for days, answering questions and discussing the finer points of this topic. So, as you can imagine, I was honored when Paolo Fabrizio asked me to be a guest on his Social Antipasti podcast series to answer some of his questions about customer experience.

Customer Experience 57

Customer Experience 57

Win the Customer

JANUARY 18, 2016

Developing our creative potential will strengthen our ability to cope with the daily change that is required for customer experience excellence. Almost any organization can create exceptional customer service experiences. One of the greatest challenges of developing winning customer experiences isn’t always getting results, but taking the initial step of breaking out of the current rut that has created sub-optimal service interactions for customers.

Customer Experience 89

Customer Experience Construction Innovation Customer Relationship Management 89

Kate Nasser

JANUARY 2, 2016

Differing views can fuel success; workplace personality conflicts stifle it. How well are your teams doing? Leadership people skills checklist from The People Skills Coach™. The post Workplace Personality Conflicts: Seek Results Not Revenge | #leadership appeared first on KateNasser.com.

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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.