CX Accelerator

DECEMBER 12, 2017

How Carvana is leveraging customer experience principles to revolutionize the process of buying a car. Last night began in standard fashion…I consumed a spicy chicken sandwich from Chick-fil-A and wandered around the kitchen for a bit. Things took a turn for the crazy, however, when we headed out to buy a new car out of a giant vending machine. Yes, I’m speaking of Carvana, “The New Way to Buy a Car” as their tagline says.

CX 182

CX Finance Contact Center Sales 182

Heart of the Customer

DECEMBER 4, 2017

Journey mapping isn’t easy. That’s why almost 2/3 of journey maps fail to drive change. A failed journey mapping project is a huge waste – not just because of the dollars and energy that went into it, but also because one failed journey mapping project makes it less likely that your company will try again. So here are four […]. The post Four Common Journey Mapping Mistakes appeared first on Heart of the Customer.

Customer Journey Map 159

Customer Journey Map Customer Experience 159

Beyond Philosophy

DECEMBER 20, 2017

Consumer confidence is a funny thing. It is little more than a feeling, and yet it drives millions of dollars in business—especially around this time of year. A recent JLL Retail survey revealed that consumer confidence is high, making the outlook for the holiday season holly jolly. Now, to be fair, Consumer Confidence is the aggregate for 5,000 U.S. households’ feelings.

Outlook 153

Outlook Retail Start-ups CX 153

Uniphore

DECEMBER 8, 2017

Today, there’s a growing consensus that the age of robotic process automation (RPA) has arrived, capable of significantly increasing operational efficiency, thus offering clear-cut cost, performance and scalability benefits. It seems it’s only a matter of time before RPA will eventually be leveraged in just about every industry, automating business processes with cognitive systems.

133

133

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Myra Golden Media

DECEMBER 15, 2017

Today I delivered a customer service workshop in Chicago. When we broke for lunch, three of the attendees invited me to a vegan bistro. Of course, I was thrilled to join them! Over lunch, one of the ladies told me, “I almost never take my vacation time. I prefer just to cash out and get a lump sum payment.” The mother in me couldn’t keep quiet.

Customer Service 119

Customer Service 119

Comm100

DECEMBER 19, 2017

Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Nowadays, having competitive prices and bombarding customers with advertisements and offers is not enough. Customers are smarter than before, and most of them already know your products and services intimately, based on online research or referrals, before making a purchase.

Customer Experience 115

Customer Experience CX Customer Retention Social Media 115

Customer Bliss

DECEMBER 15, 2017

Last month, Forrester released a new report, “ Predictions 2018: The Crisis Of Trust And How Smart Brands Will Shape CX In Response, ” and it was a great read – it confirmed many of the things that myself and other CX experts alike have been touting for years. There’s an increased focus on customer experience these days, and many companies are just beginning to implement a customer experience process.

Customer Experience 114

Customer Experience CX 114

Beyond Philosophy

DECEMBER 19, 2017

Every time I go back to the UK I feel like I took a step back in time. The Customer Experiences I have in the UK are not as good as I have in the USA, now there is evidence to back this up. Per the 8th annual “ Customer Experience Excellence Study” published by KPMG Nunwood, shows that Customer Experience in the UK is lagging. Ten-thousand respondents ranked brands’ Customer Experience based on six categories.

CX 153

CX Start-ups Education Customer Experience 153

Lumoa

DECEMBER 14, 2017

Wow! Have you seen the new update? We are happy to announce the product update that our team has been working on for the last months. The update touches all your favorite features and turns them into even more a productive toolset, so you can dive deeper into your customer feedback analysis and execute accurate actions based on that. Watch the video below if you want to know how to get actionable insights with the help of the new and updated features.

NPS 120

NPS Actionable Insights Customer Feedback 120

ClearAction

DECEMBER 30, 2017

How to Solve Customer Experience Silos Lynn Hunsaker. Customer experience silos are kryptonite, weakening your super-friendly staff, touch-points and designs. Smooth customer experiences require silo-solving across the customer journey. If your company wants to become a customer experience super-power, standing out in your industry and reaping those financial advantages, silo-solving must be predominant in your customer experience strategy.

Customer Experience 118

Customer Experience CXM Customer Experience Management Voice of the Customer 118

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

Comm100

DECEMBER 14, 2017

In this day and age, all companies who want to get an edge over the competition must embrace customer experience continuous improvement as a strategy to ensure their customers receive great customer experiences. Why? Well, the customer experience is a key ingredient to getting new business and maintaining customer loyalty. But delivering excellent customer experiences isn’t something that you can measure one time and not look to improve.

Customer Experience 90

Customer Experience Net Promoter Score NPS Close the Loop 90

Win the Customer

DECEMBER 28, 2017

US $8.95 a month for a 20,000-prim region on the hypergrid-enabled Virtuality Grid. Other region sizes also available: 2×2 VAR region with 60,000 prims: $18.95. 3×32 VAR region with 80,000 prims: $28.95. 4×4 VAR region with 100,000 prims: $38.95. Full region purchase details here.

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95

Fonolo

DECEMBER 6, 2017

At the end of every year, we analyze data collected by onholdwith.com to expose the worst hold time offenders for the year, and today, we’re ready to reveal the results compiled from 2017. The list is determined by the number of tweets, with the phrase “on hold with”, directed to a brand’s account. Last year, we reported that Apple was the worst company to call, which captured the attention of consumer reporters across the nation (Read Stuck on Hold?

Contact Center 0

Contact Center Social Media Customer Satisfaction Retail 0

Beyond Philosophy

DECEMBER 14, 2017

Do you believe it is the Customer Experience you provide that makes customers loyal? If you do, I am sorry to be the one to inform you that you are wrong. I have been a global Customer Experience consultant for fifteen years, since before Customer Experience was even a thing. As a result, I thought I knew everything there was to know about Customer Experiences.

Customer Loyalty 151

Customer Loyalty Sports Start-ups Customer Experience 151

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

Lumoa

DECEMBER 18, 2017

The topic of customer experience has been trending throughout this year. More and more companies put a customer at the centre of their business operations. At Lumoa, we believe that it’s only the beginning. Customer experience and engagement are already changing the way businesses work covering larger and larger industries. To stay ahead of the time and to be successful, it is crucial to follow the newest trends in CX.

Text Analytics 109

Text Analytics Customer Experience Net Promoter Score Customer Journey Map 109

Heart of the Customer

DECEMBER 13, 2017

Anybody who has read any of Chip and Dan Heath’s books know that they’re compelling and well-researched. I was lucky enough to receive a pre-release of their latest book, The Power of Moments (now available), and I highly recommend it to anybody looking to create great employee or customer experiences. Even better, I was able to score […].

Customer Experience 84

Customer Experience Customer Journey Map 84

ClearAction

DECEMBER 16, 2017

What is Customer Experience Collaboration? Lynn Hunsaker. Imagine your company as a sports team, such as volleyball, soccer, hockey or football: do you truly pull together, have one another’s backs, share opportunities and show your opponents and fans you’re a well-oiled machine? Collaboration like this across your entire company is what’s needed to win customer experience championships.

Customer Experience 89

Customer Experience Sports Non-Profits Gaming 89

Win the Customer

DECEMBER 23, 2017

When you think about attracting and retaining new customers to your business, you might focus on the importance of having a team of friendly and capable employees devoted to making them feel welcome and appreciated. Having great products and services doesn’t hurt, either. But while these are definitely smart goals to have as a business owner, there’s yet another key way to improve customers’ overall brand experience: cybersecurity.

Customer Experience 93

Customer Experience Customer Expectations Technology Technology 93

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

ProProfs

DECEMBER 4, 2017

Knowledge is powerful. The organizations that are able to tap into it and share it with stakeholders are able to outshine the competition. Having said that, companies that are making efforts to empower the affiliates (and look beyond its employee base) have better chances to succeed. With businesses investing time, money and resources to boost their corporate training initiatives, “extended enterprise learning” as a concept is assuming center stage and gaining prominence.

Non-Profits 89

Non-Profits Compliance Sales Start-ups 89

Beyond Philosophy

DECEMBER 6, 2017

Small changes, or nudges, having a big impact on people’s behavior is one that everyone in the behavioral economic community supports and heralds as the latest great idea. However, this great idea isn’t working for everyone. In particular, nudges don’t seem to be making much headway in medication compliance. When a patient doesn’t take their medicine properly, doctors call it “noncompliance.

Hospitality 143

Hospitality Hospitality Healthcare Compliance 143

PeopleMetrics

DECEMBER 12, 2017

“Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”. Not quite. While it may be true that at their core, both systems revolve around the key interactions a customer has with your brand, CRMs and CEMs serve distinctly different purposes and operate from two contrasting angles. CRMs tell you what is happening (prospect & customer contact information, what they bought, when they bought it, how much was spent, size of their company, etc.); while

CEM 84

CEM CRM Customer Relationship Management VOC 84

Heart of the Customer

DECEMBER 6, 2017

Customer experience pays. There’s no shortage of research on the impact of an improved customer experience, including improved revenue, profit, and, as a result, stock price. But how do you improve your CX? By focusing on Effectiveness, Ease, and Emotion. Improving on these three factors will ensure you are improving your customers’ outcomes, as well as your own.

Gaming 79

Gaming CX Customer Experience 79

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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

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Taylor Reach Group

DECEMBER 12, 2017

By: Peg Ayers and Turaj Seyrafiaan. Definition of Service Level: The percentage of calls answered within a set threshold. Note: Service level applies to live contacts so the same definition can be used for other channels such as Chat or SMS. Other channels such as email, fax and even social media are measured based on elapsed response time. Calculation: (Calls Answered within x seconds)/Total Calls Answered X 100.

Customer Experience 84

Customer Experience Social Media Contact Center 84

Customer Service Life

DECEMBER 15, 2017

This article originally appeared on CustomerThink.com as part of my monthly Advisor column on November 10, 2017. Click here for the original. Pretty much every contact center on the planet has some sort of a quality assurance process — or so I learned when I contracted with an outsourcer a half dozen years ago. Since going to work for an outsourcer, I’ve been witness to dozens of quality processes and have observed many similarities and differences.

Contact Center 74

Contact Center NPS Customer Satisfaction Customer Service 74

ProProfs

DECEMBER 6, 2017

I was of the opinion that a good salesperson is the one who is a smooth talker and quick to answer questions even before you have them. Someone who will convince you to buy a product that you probably don’t even need. But the bubble burst for me when I got an opportunity to interact with some of the tech industry’s top sales professional. I came to realize that the best salespeople aren’t always the slickest talkers, rather they’re actually the most effective listeners.

Sales 85

Sales Gaming Start-ups Technology 85

Beyond Philosophy

DECEMBER 25, 2017

I always say that Customer Experience is a journey, not a destination. After all, once you arrive, it is already time to refine your experience more. So, celebrate your successes for 2017 but prepare for new challenges in 2018. To get you ready for what is next in Customer Experience, let us review what we have learned so far. As the hustle and bustle of 2017 come to a close, here is a list of our top ten Customer Experience concepts to get your new year off to an emotionally engaging start.

Net Promoter Score 119

Net Promoter Score NPS Entertainment Social Media 119

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

ClearAction

DECEMBER 31, 2017

What is Customer Experience Strategy? Lynn Hunsaker. Is “customer experience strategy” like the Wheel of Fortune spinner? The diversity of what it is in practice among companies today kind of feels that way. Ask 10 companies what their customer experience strategy is and you’ll likely get 10 very different combinations of alphabet soup*: CJM, CRM, VoC, UX, FCR, NPS, AI, self-service, digital marketing, word-of-mouth, customer success, retention programs, loyalty programs, and so forth.

Customer Experience 79

Customer Experience Net Promoter Score Customer Journey Map VOC 79

Heart of the Customer

DECEMBER 18, 2017

Read the full article at Lumoa.me. The topic of customer experience has been trending throughout this year. More and more companies put a customer at the centre of their business operations. At Lumoa, we believe that it’s only the beginning. Customer experience and engagement are already changing the way businesses work covering larger and larger […].

Business Operations 74

Business Operations Customer Experience 74

Fonolo

DECEMBER 5, 2017

Last week, Fonolo hosted an insightful live discussion on how to handle customer service in a crisis. This expert panel discussed what brands can do to ensure that customer service is not compromised during times of stress in the contact center. They touched on social media for crisis management, reducing customer frustration, and so much more! To save you some time, we’ve extracted video snippets showcasing highlights from the discussion.

Social Media 75

Social Media Customer Service Contact Center Customer Loyalty 75

Customer Bliss

DECEMBER 8, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. Below, I share a “My Rock, My Story” snippet – which is one of many featured throughout the book. These stories come from CCOs who have faced numerous challenges, yet persevered in pushing their metaphorical “rock up the hill” by uniting their leadership teams, working through challenges, and ultimately achieving success in doing so.

Net Promoter Score 81

Net Promoter Score NPS Start-ups Gaming 81

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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.