Callminer
OCTOBER 22, 2015
Customer engagement analytics is critical to understanding the complete customer journey and improving the customer experience overall. Read how in CallMiner’s latest blog post.
Uniphore
OCTOBER 19, 2015
The hottest trend in business today is what your call center is all about: extraordinary customer service. The writing is on the wall: By 2020, see fast resolution as their #1 need. Customer experience will make you or break you, but what exactly do you need to do to keep your customers satisfied? Read More.
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Beyond Philosophy
OCTOBER 9, 2015
Big data is the gigantic data sets whose analysis could reveal predictions of human behavior. Big data is big news. If we can predict what people will do in a given situation, we can create situations that get them to do what we want. But Big data is only showing us a part of the big picture. The biggest part, WHY people do what they do is, as of yet, missing from Big Data.
Customers That Stick
OCTOBER 1, 2015
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Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Win the Customer
OCTOBER 23, 2015
Steve Jobs once said, “It is not the customer’s job to know what they want.” He’s completely right. It’s not their job, it’s yours! In order to deliver a positive customer experience, you need to have more than a pleasant support team and a solid product. You need to know both what customers need as […].
ClearAction
OCTOBER 4, 2015
How to Make Customer Experience Strategy Integral to Corporate Strategy. Is customer experience management in your company (a) a subset of corporate strategy, (b) unrelated to corporate strategy, or (c) a determinant of corporate strategy? This question was asked in the ClearAction Annual Business-to-Business Customer Experience Management Best Practices Study.
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PeopleMetrics
OCTOBER 22, 2015
In our last post, we covered the difference between customer satisfaction and customer effort score. Both of those metrics are good for examining transactional elements of the customer experience. As we discussed, the best customer experience metric for your business is a matter of finding the best fit for your business. In this post, we’ll take a look at two more advanced fits: Net Promoter Score and customer engagement.
Beyond Philosophy
OCTOBER 1, 2015
If you had the choice of doing something the easy way or the hard way, and you didn’t have to do anything morally, ethically, or legally wrong to do it the easy way, which would you choose? My guess is the majority of you would say take the easy way. I certainly would. When it comes to brands and their related experience, it’s critical that you KISS it.
Customers That Stick
OCTOBER 7, 2015
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Win the Customer
OCTOBER 25, 2015
The right person will build upon what you’ve created, but the wrong person can bring it all down very quickly – and culture can take an awfully long time to rebuild, “Ensuring that someone else can eventually run the business that you’re building depends on one key thing,” according to Richard Branson, “whether or not you find […].
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Comm100
OCTOBER 30, 2015
If your business sells goods or services online, then you know that nothing beats having a new customer visit your website and then make a purchase. But, the sale is just the beginning of the journey with your new customer. Once the customer makes a purchase, you must ensure that he/she is satisfied with it. Many people confuse satisfied customers with loyal customers, and while they do share similar traits there are a few differences.
Callminer
OCTOBER 13, 2015
Companies need to be prioritizing the customer experience in order to compete in today’s increasingly consumer-driven marketplace. Here’s how to do it.
PeopleMetrics
OCTOBER 19, 2015
When we work with future clients, we often get a lot of questions about customer experience metrics. But sometimes buyers get stuck on the golden metric. The world champ. The metric to rule them all. The one number that everyone and every business should focus on. Let me be straightforward: there isn't one. We don't have a universal measurement that every company can use to improve customer experience.
Beyond Philosophy
OCTOBER 6, 2015
I find it beyond belief how large organizations can cheat and lie to their Customers. Maybe it’s because I’m becoming old or maybe it’s just because it is happening more. Skechers lied to us that if we wore their (weird-looking) Shape-up shoes that we could get in shape without setting foot in a gym. BP lied about their compliance with safety regulations for their off shore Oil operations; a lie that resulted in 70 million gallons of oil spilled into the Gulf of Mexico.
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.
Customers That Stick
OCTOBER 27, 2015
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Win the Customer
OCTOBER 27, 2015
Getting people motivated to serve customers and consistently deliver exceptional customer experiences can be one of the most daunting challenges for any CX leader or service agent. In this infographic, we take a look at 75 customer service quotes and ideas that are uniquely designed to motivate and inspire you and your organization to focus […].
Kerry Bodine
OCTOBER 5, 2015
Happy CX Day! On this important day, I want to discuss an important topic: strategy. In a recent post , I lamented how many companies today focus on business strategy first and customer experience strategy second. They decide what they’re going to do—and, as an afterthought, make decisions about how they’ll deliver their products and services. Everyone loves to talk about how Zappos.com delivers a great customer experience.
Callminer
OCTOBER 1, 2015
Customer experience isn’t just important in 2015 – it’s critical. CallMiner’s latest blog highlights 5 must-read research reports on CX this year.
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?
Heart of the Customer
OCTOBER 29, 2015
There’s been a ton of talk about “big data.” And rightly so. Big data has the potential to completely change how you treat customers based on a better understanding of their behaviors. It’s a great capability, and you should definitely look into it. But this blog isn’t about contact center big data. Instead, it’s about […]. The post Turning “Little Data” into Big Productivity Gains appeared first on Heart of the Customer.
Beyond Philosophy
OCTOBER 22, 2015
Science has begun to predict the intensity of emotions in others with accuracy. This fact is important because when you can predict emotions, you can also plan for them in your Customer Experience. Why do we need to plan for emotions? Simply put, because then we can manage them in others when necessary. Over 50% of any Customer Experience behavior is driven by emotions.
Customers That Stick
OCTOBER 22, 2015
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Win the Customer
OCTOBER 19, 2015
Focus your efforts in maximizing the ability to give customers the option of solving their own issue to save everyone time and money. Between the stack, the cloud and the help desk, common IT solutions for small businesses can get pretty confusing if you let them. But with all the options out there, it’s important […].
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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
Kate Nasser
OCTOBER 9, 2015
Leaders & organizations that salute talent who don't want to move up the ladder, attract & retain the best. Celebrate these 25 and have your team add far more to this list! Great team building activity that delivers organizational success. The post Career: 25 Incredibly Valuable Things to Be Instead of Leader appeared first on KateNasser.com.
Provide Support
OCTOBER 21, 2015
How to Prevent Customer Service Agent Burnout. I wish I knew it before, when I just started my career as a customer service representative. It would save me many restless moments and probably let enjoy my job more at some points of my life. But I also believe that any knowledge comes exactly when you really need it. And now when I am conscious of the burnout challenge and have some experience under my belt, I am happy to share my tips on how to prevent or avoid occupational burnout in customer s
PeopleMetrics
OCTOBER 14, 2015
The other day, I was reading the Internet (as I'm wont to do). So speeding into autumn, full tilt toward the winter—it happened that I found an interesting research study about ants. Do you recall Aesop’s fable “The Ant and the Grasshopper?” Remember the industrious ant preparing for the winter, while the lazy grasshopper frolics away the days? As it turns out, if Aesop had the research to work from, his ant would probably be just as lazy at his grasshopper.
Beyond Philosophy
OCTOBER 20, 2015
There are a lot of elements that must come together brilliantly for an experience to be perfect. One essential element often neglected, but essential is the training of your Customer-facing teams. In my view, there is a great lack of training on soft skills with Customers and when there is training available it is too basic and not frequent enough. There are, however, three major things your training must address to be successful.
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 Bliss
OCTOBER 6, 2015
In Competency Three (Customer Listening Path), you follow the customer journey stages to create a unified listening path that consolidates aided and unaided listening. 1. Build a blend of quantitative and qualitative information to tell the story of customers’ lives. Collect feedback from multiple sources. Don’t rely on survey data alone. Unite ‘aided’ feedback; when a customer is invited or prompted to give feedback or respond to a survey, with ‘unaided’ feedback which customers volunteer daily
Win the Customer
OCTOBER 28, 2015
For every business, large or small, the kiss of death is ineffective execution of projects. There’s a bullet coming your way! Actually, it’s a cannonball and if you don’t stop it, it will destroy you and could also destroy what your organization has worked so hard to achieve. For every business, large or small, the […].
ClearAction
OCTOBER 25, 2015
Customer Experience Planning: Do This, Not That. The annual planning cycle is an opportunity to review pluses and minuses in what’s currently in play, take a look at what’s new, and request resources to take your customer experience performance to the next level in the new year. And it’s more than that: it’s the time when you should step back and assess alignment.
Comm100
OCTOBER 23, 2015
We’ve all been there: a customer wants you to ship a product in a color that you’ve never even heard of before, or demands a refund for a subscription they’ve been enjoying for seven months already. While you want to help them to the best of your ability, you also know that fulfilling their demands could run your business into the ground. It’s a difficult situation, because common wisdom dictates that, “the customer is always right.”.
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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