3 Reasons Why It’s Important to See Results from Speech Analytics – and Fast
Callminer
OCTOBER 22, 2014
Take a look at 3 reasons why it’s important to see fast results from speech analytics. Read more on CallMiner's blog!
October, 2014
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5 Customer Service Language Hacks
Customers That Stick
OCTOBER 9, 2014
'Language is important not just to how we communicate with our customers but to how we communicate with ourselves. The right words can put an irritated customer at ease and help you approach difficult situations with greater ease. Effective customer service language can take a long time to master, so I thought I would share a few quick language tips you can incorporate into your service communication immediately.
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James Clifton: Five Ways to Improve Customer Service
Bill Quiseng
OCTOBER 27, 2014
This guest post is written by James Clifton , Social Media Manager at GetApp.com. This blog is all about Delivering the World’s Best Customer Experience. In my posts, I provide advice to improve face to face customer interactions. James and GetApp are focused on offering the best customer service technology solutions. As you read his post, you will see that whether it is in person or via social media, his five ways to improve customer service work for both.
Why Most Customer Experience Programs Fail
Beyond Philosophy
OCTOBER 6, 2014
'We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. Most organizations attack the symptom not the cause. The symptom is a poor experience; the cause is their lack of Customer centricity.
Reimagine Your Communications With A Unified Platform
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5 Reasons Why Customer Feedback Matters More Than Ever
Win the Customer
OCTOBER 10, 2014
'So you’ve done everything possible to satisfy your customers. You’ve exerted all efforts to better your products and customer service. You treat customers like kings and queens, and provide everything to match their wants and needs all the time. Now how do you know if your strategies are working? How do you know if your […].
“It’s up to you” – Choices can ruin your customer experience
Heart of the Customer
OCTOBER 23, 2014
'Choices make or break your customer experience. Design them well and they make life easier on your customers. But leave them to chance and they can drag down your customer experience. I’m teaching a series customer experience workshops for an insurance company. We were looking for an example to bring it all together. So, being a good partner, I went out and got rear-ended.
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Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
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The State of Customer Experience (Infographic)
Customers That Stick
OCTOBER 20, 2014
'In honor of Customer Experience Day , Temkin Group released its “ The State of Customer Experience” infographic. The report is drawn from a number of Temkin’s research reports, including its experience ratings which evaluates more than 268 organizations across 19 industries based on feedback from 10,000 U.S. consumers. A number of the findings are exciting for those working in the CX trenches.
Believe Your Customers
Customer Bliss
OCTOBER 16, 2014
'Very little shreds of respect remain, if any, after we’ve put a customer through the third degree that many customers experience when they encounter a glitch, and actually need to return a product, put in a claim or use the warranty service. As tempting as it is to debate customers to uphold a policy to the letter of the law, suspend the cynicism and work to believe your customers.
3 Steps to Becoming #1 on Trip Advisor
Beyond Philosophy
OCTOBER 3, 2014
'The Royal Yacht Britannia is the number one attraction on TripAdvisor in the UK. I have been fortunate enough to know and work with their Chief Executive Bob Downie for a number of years, and Bob will tell you that receiving this accolade wasn’t their goal. In a recent conversation with me, Bob explained “It wasn’t an objective to become number one on TripAdvisor.
2 Essential Elements to Building a Sustainable Brand Service Experience and Customer Loyalty
Win the Customer
OCTOBER 1, 2014
'Building a brand is all about creating a brand image and continually serving customers in a way that creates a positive perception of a business, its products and services. Effective branding means staying relevant in the minds of people via associating positive, action motivating, and emotionally engaging feelings in the hearts and minds of the customer.
How Retailers Are Transforming Customer Experiences with Data & 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.
What do you do when your CEO doesn’t believe in CX?
Heart of the Customer
OCTOBER 16, 2014
'Last year I interviewed a customer experience leader for my blog. During the interview this person had a basic assumption that the CEO was completely bought into the CX program. So I finally stopped and asked, “What do you do when your CEO isn’t on board? How do you get him or her to believe in the business case?” This question caught my interviewee by surprise, as they obviously hadn’t spent any time thinking about this question.
Is Zappos really that good at Customer service? Manager fired for responses to online reviewers
The DiJulius Group
OCTOBER 14, 2014
' Manager fired for poor responses to negative reviews – A manager at the budget Georgian House Hotel, reacted unprofessionally to Customers who complained about his hotel on TripAdvisor. Instead of reaching out to see how he could make it right, he took the total opposite approach! The goal should be to have Zero Risk […].
An Interview with Kate Nasser: Better #PeopleSkills
Customers That Stick
OCTOBER 2, 2014
'Kate Nasser, The People Skills Coach™ , is a smart, energizing, experienced speaker, coach, and workshop leader. Her work in customer experience, employee engagement, leadership, teamwork, transforms how people think, act, and interact. With 25 years in business and a Masters in Organizational Psychology, Kate has guided tens of thousands to engage in uplifting productive interactions.
Three Actions to Drive Customer Profitability
Customer Bliss
OCTOBER 23, 2014
'Driving the customer agenda and customer profitability must always be at the top of the agenda. 1. Keep customers top of mind and take ownership for making customers a priority of the business. If proposals are lacking in customer perspective or customer considerations, send everyone back to the drawing board. 2. Make the leap to change the way people think about the business.
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.
What Does The Scottish Independence Vote Have to Do with Customer Experience?
Beyond Philosophy
OCTOBER 31, 2014
'Well, there you have it! After so much campaigning, so many questions, debates, and emotions that moved currencies and markets, the Scottish said, “No!” to independence. I won’t go into deep macro-economical, sociological, PESTAL analysis, etc. I won’t even get into why they Scottish chose not to go. For me, it comes down to two words: Loss Aversion.
What is Customer Service Week?
Win the Customer
OCTOBER 6, 2014
'Did you know that every year, the first full week of October is recognized as Customer Service Week? Customer Service Week is a great opportunity for organizations that rely on customer service and customer support teams to celebrate the important role customer relations has in business success. In addition to fun traditions and parties that […].
#CXDay – A Tale of Two Company Celebrations
Heart of the Customer
OCTOBER 6, 2014
'Happy CX Day! If you haven’t already planned out your CX Day, head on over to www.CXDay.org to learn all that the CXPA has planned for this celebration of those driving customer loyalty through an improved customer experience. Two Minnesota companies that are making a splash today are Wolters Kluwer and ShopHQ. I asked their customer experience leaders about their plans, and am sharing them with you in hopes that it will give you some good ideas to use for next year. ——̵
9 things your Customers do not want to hear from you
The DiJulius Group
OCTOBER 29, 2014
'1. “No problem” – The biggest street-slang terms used in every business today are the responses “no problem” or “not a problem.” By saying “no problem” the message is that what the Customer is asking of you is not a problem for you. However, when we are serving others, it is not about our convenience; […].
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?
The Compete Through Service Symposium
Customers That Stick
OCTOBER 23, 2014
'I’d like to take a moment to tell Customers That Stick™ readers about the 25 th annual Compete Through Service Symposium ( online brochure ) put on by the Center for Services Leadership at Arizona State University’s W.P. Carey School of Business. The Center for Services Leadership is a leader in customer experience higher education and has one of the few programs at a major university dedicated to customer experience.
Three Actions to Make Customer Metrics a Success
Customer Bliss
OCTOBER 2, 2014
'The key to making customer metrics (also known as guerilla metrics) a success is to do three things right: 1. Introduce them the right way. Sell that customer metrics provide the clarity and revenue connection that’s been missing. Read More: Growing Customers as the Assets of Your Business. 2. Get a commitment for gathering the data and secure the resources to do it.
What Does The Scottish Independence Vote Have to Do with Customer Experience?
Beyond Philosophy
OCTOBER 29, 2014
'Well, there you have it! After so much campaigning, so many questions, debates, and emotions that moved currencies and markets, the Scottish said, “No!” to independence. I won’t go into deep macro-economical, sociological, PESTAL analysis, etc. I won’t even get into why they Scottish chose not to go. For me, it comes down to two words: Loss Aversion.
Join the Conversation: How to Engage With Your Customers Online
Win the Customer
OCTOBER 11, 2014
'Your customers are talking about you online, and there is nothing you can do to stop it. But, do you want to stop it when you can join the conversation? Online discussions and reviews give you a window into your customers’ minds, and, when handled correctly, that opportunity can persuade them to open up their […].
7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus
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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
It only takes 3 seconds to destroy your service experience
Heart of the Customer
OCTOBER 30, 2014
'The beginning of a service experience matters. A lot. Start successfully, and you can make it a great experience. Start wrong, and you can dig a hole you can’t get out of. I mentioned my car accident last week. Luckily, it wasn’t bad, but the agent didn’t know that. That’s why how she began our conversation. I told her that I was at the site of an accident.
A Christmas (Customer Experience) Story
PeopleMetrics
OCTOBER 29, 2014
'Seasonal Bliss. What’s that I smell… chestnuts roasting by an open fire?! The most wonderful time of the year is almost upon us. Okay, I know I am a little early but I can’t resist: I love Christmas! I may or may not be listening to Harry Connick Jr. sing “Silent Night” right now. (Stop Judging!). I think about customer experience all day at PeopleMetrics.
Faces of Customer Experience: Melissa Kovacevic
Customers That Stick
OCTOBER 16, 2014
'Meet Melissa Kovacevic! Melissa opened her consulting practice in 1983 after a post-college customer-service near-death-experience as toy demonstrator at Sears during Christmas. She recovered later having agent and management roles in contact centers. Melissa enjoys “on the job” coaching with front-line center leaders responsible for improving agents’ service and sales skills. 90% of her training and coaching is done virtually because she refuses to fly.
Why Do You Track Customers Referrals?
Customer Bliss
OCTOBER 9, 2014
'Consider the customer referral as the true money question; it’s the final frontier of loyalty. If your customers are willing to stick their neck out vouching for you, they have become your marketers. A customer referral means that you’re firing on two important cylinders. First, you’ve done enough things right that they meld together into an experience that’s more than the sum of the parts of your organization.
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.
How to Make or Break Your Customer Experience
Beyond Philosophy
OCTOBER 28, 2014
'All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. One little part that many organizations don’t consider in this process is the systems you use to do business.
Call Center Managers: Do You Need a Reality Check?
Win the Customer
OCTOBER 13, 2014
'Call center managers are the people responsible for orchestrating the entire workflow for their organization. They are lauded when the organization earns profits or applauses; the same people are criticized when the organization does not achieve its goals. This is why the contact center managers are always walking the tight rope. If your organization is […].
Celebrating #CXDay
Heart of the Customer
OCTOBER 8, 2014
'I hope you had a terrific CX Day! I really enjoyed the online content – if you didn’t get a chance to view it, I highly recommend going to www.CXDay.org for a chance to review them. Here in Minneapolis we had an amazing event, with over 80 participants learning about what to do when your customers are tired of talking to you (survey fatigue).
10 stories how “policy” destroys brand loyalty
The DiJulius Group
OCTOBER 21, 2014
'Policy can kill your brand – Policy is a bad word. Customers hate hearing the words, “Our policy is…” and even worse, employees love to use it as a crutch. One of the biggest contributors to the Customer service crisis is management’s paranoia that Customers are out to take advantage of them. This leads to […].
The Hidden Costs of Poor Customer Onboarding
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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.
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