November, 2014

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5 Ways to Deliver Constructive (and Motivating) Feedback to Your Sales Team

Callminer

Take a look at 5 ways to deliver constructive (and motivating) feedback to your sales teams, improving agent performance and the customer experience.

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4 Actions to Exceed Customer Expectations

Beyond Philosophy

'I meet many organizations that say they want to exceed Customer expectations at every moment of contact. I tell them they are mad! No organization can afford to do this. “The first step in exceeding your customer’s expectations is to know those expectations.”. - Roy H. Williams, Author of the Wizard of Ads. For most organizations, just meeting their Customer’s expectations would provide a good experience.

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Trending Sources

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A 3-Point Checklist for Reducing Customer Hassle

Customers That Stick

'“First, do the customer no harm.”. The Hero-Class TM Oath. One of the interesting things about writing a book are the things you leave out. I am wrapping up the final edits on my upcoming customer service book with the publisher this week, and one of the few areas I made last minute changes to were on the topic of delight, amazement, and Hero-Class TM customer service.

Start-ups 161
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10 Simple Tips to Improve Customer Care In Just 1 Day

Win the Customer

'Customer care is one of the most important aspects of growing a successful business. Here are 10 tips and tools you should utilise to improve customer care. Taking for granted that each and every customer matters is the quick way to ruining your reputation and damaging your ability to be successful in making and keeping […].

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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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It’s time to get journey maps right

Heart of the Customer

'This is a journey map rant. It’s time we stopped calling employee workshops, Post-It Notes charts and PowerPoint and Visio documents customer journey maps. And we need to realize that design matters. I recently read an article on journey mapping. It had some good points, but ugly maps. Then I hit a sentence that stopped me altogether: Focus less on how pretty it is, and more on how valuable it is.

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The Mechanics of Customer Experience (and Three Lessons)

PeopleMetrics

'Without getting overly dramatic, taking my car to a mechanic is THE WORST THING ALWAYS FOREVER. My apologies, to both you and my shift key. I know. It’s not that bad. But let’s agree that taking a car to a mechanic is an extremely vulnerable and anxious situation for the average customer. First, Three Things to Consider. For the sake of understanding, I’d like to start with three facts about me: I bought a car within the last year.

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Do You Harness the Power of Habit in Your Marketing Yet?

Beyond Philosophy

'“ Most of the time, what we do, is what we do most of the time”. This is former F1 champion Lewis Hamilton stopping in the wrong team’s garage to change tires. He had recently joined the team of Mercedes who were waiting for him but his decade long habit of seeing the McLaren (his former team) mechanics outfit (cue) and stopping in for a change of tyres (routine) kicked in.

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Documentation and a Tale of Four Phone Calls

Customers That Stick

'The following is a post from Tricia Keels, Content Marketing Manager here at CTS. What I like most about Tricia’s story is that it demonstrates how great systems and training can make a high effort experience as effortless as possible. While the product design could be more customer friendly (wait until the screwdriver part), the call center handled the situation like champs from beginning to end.

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What We Can Learn From Top Customer Service Companies

Win the Customer

'There’s much to be learned from companies that place a value on customer service. For the small business person, there’s practical lessons, such as how to increase revenue by developing a relationship with existing customers. For larger corporations, there’s lessons to be learned about company philosophy and brand development, and how taking a customer-first approach […].

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Microsoft: Customer Experience (finally) wins over “strategy”

Heart of the Customer

'Do you trap your customers? Do you try to force customers who use one product to use another? Microsoft certainly has a reputation for entrapment. Get you in and trap you in our system. And it looked like this was going to be another of those stories. I recently installed Office 365 on my iPad. I loaded it up, but couldn’t figure out how to access my Dropbox files.

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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 Geology Can Teach Us About Customer Experience Strategy

PeopleMetrics

'In a world beholden to entropy, crafting a smooth, effortless customer experience is easier said than done. Seamless experiences are gaining momentum in customer experience strategy, with some research even suggesting they can accelerate levels of brand commitment. Even if you have an idea of the issues, how do you utilize your customer feedback to identify areas of friction and prioritize where to take action?

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How to Provide Multi-Channel Customer Support in Today’s Digital Era [Resource Guide]

Callminer

CallMiner resource guide on how to provide multi-channel customer support in today’s digital era.

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5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

'For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. At times (more in the “old days” but every now and then it happens in present times) we’ve literally have been accused of “having religion;” i.e., believing in Customer Experience (CX) without proof and asked to show the value of CX.

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Monthly Mash and The Omnipresent Customer

Customers That Stick

'Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. VOLUME 36: October 2014. Thoughts on the Customer: The Omnipresent Customer. If you are involved with customer experience at any level, you have likely heard the word “omnichannel” so many times in the last few years that you are seriously considering naming your next pet Omni.

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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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Handle a Business Crisis with Solid Social Media Management

Win the Customer

'As a brand, social media can be your best friend or your worst enemy. Through it you can communicate and attract potential customers, but it can also easily tarnish your image if not maintained properly. Know how to perpetuate your uniquely developed brand voice through crisis. Maintain your cool with these worst-case scenario social situations […].

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The future of surveys? Maybe no surveys at all

Heart of the Customer

'Ending the tale of being rear-ended, I found another great lesson. Geico took care of my car, having ABRA Auto Body put on a brand-new bumper. As I checked out, ABRA gave me a document to “help” me fill out my survey. Yes, they told me exactly how I should fill out my questions! Perhaps this shouldn’t surprise me. We’ve all heard of car salespeople, retail employees and restaurant staff who game the system.

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Are Your Customers Lost Between Silos?

Customer Bliss

'It’s not the fact that the silos exist that’s the problem. It’s their lack of coordination and conflicting metrics. Each faction of the company continues to establish their own plans, budgets and goals. The challenge of CX work is that it cuts across the entire organization and orchestrating a new behavior isn’t often factored in by the silos. In many strong siloed organizations, there’s an upstream swim to connect on the end-to-end hand-offs required for customer experience.

CX 91
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Two Ways to Measure and Leverage Data for Amazing Customer Experiences

PeopleMetrics

'Customer data leaving you frustrated? We often find ourselves with lots of numbers representing our customers’ feedback, but few actionable insights to create the ultimate customer experience. Knowing where to look to find these insights and how to communicate findings in a clear way will not only gain support internally, but will also place the customer at the center of your company’s culture.

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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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Employee Engagement & ROI: Are Your Employees Happy and Motivated?

Beyond Philosophy

'Keeping employees happy and motivated is an agenda item that is on everyone lips, but little action seems to be happening. As a result, Employee Engagement is slipping as well, which is a problem for Customer Experience. The New York Times ran an article, “ Why You Hate Work ” that explains that the way we are working isn’t working for today’s employees.

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Faces of Customer Experience: Sean Hawkins

Customers That Stick

'Meet Sean Hawkins! I am a Customer Experience and Contact Center Manager with over 15 years of contact center experience. My years in contact center leadership have provided me a solid understanding of the call center environment. I have a terrific pulse on incorporating innovation into the contact center having implemented social, outsourcing partners, new technology, and new products, while maintaining an award-winning contact center.

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5 Ways You Can Use Proactive Customer Service To Stop Problems Before They Start

Win the Customer

'How you view customer service determines how successful you will be with it. Do you merely see service as a way to address problems once your customers summon the energy to contact you? Or do you see it as ensuring a great experience from the moment they learn about your business? Far too many business […].

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Do We Care About Brands?

CX Journey

'Do customers really care about brands? A couple weeks ago, SDL shared a post of theirs that included 25 facts about customer experience, including a variation of this one: Most people worldwide would not care if more than 73% of brands disappeared tomorrow. -Source: Havas Media The question I ask is, "Why?" Is this even a thing? Should we be worried about people not caring if brands disappeared from their lives?

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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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Five Actions Worth Repeating – The Apology Peace Process

Customer Bliss

'Companies that are beloved don’t take apologizing as admitting defeat. It’s part of the journey toward becoming a better company. Apologizing well for operational gaffes, service blunders, and widespread missteps drives company prosperity because these apologies, when done well, strengthen the bond between customer and company. The apology defines the people inside the company, their values and who they are.

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How Your Culture Can Improve the Customer Experience

PeopleMetrics

'“You cannot unify everyone’s thoughts, but you can unify everyone through a common goal.” – Jack Ma. Culture defines who we are and what we value. It is what we base our decisions and viewpoints on, yet it is so hard to pinpoint and describe. Learning from the World’s Greatest Bazaar. Alibaba , now with more than double the sales than Amazon, knows a thing or two about the importance of setting clear values.

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Are You Deliberate with Your Customer Strategy or Just Taking a Chance?

Beyond Philosophy

'Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy. All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural.

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Marketing Operations Defined for Wikipedia, Part I

ClearAction

Marketing Operations Defined for Wikipedia, Part I Gary Katz. Marketing Operations definition as proposed updated content for Wikipedia, which would include the History of Marketing Operations and Marketing Operations Defined for Wikipedia, Part II. Please comment below to indicate your approval/suggestions. The marketing operations (MO) function has emerged due to the need for a more transparent, efficient, and accountable view of marketing.

Finance 62
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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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Gamification and Crowdsourcing Meet Customer Service

Win the Customer

'Customer service is the new battleground for business competition. Any organization that wants to remain relevant today will need to ensure that they’re ready and willing to listen, engage, and respond to customers through the customer’s preferred communication channels in real time. With customer service becoming such a hotly contested area of business differentiation, why […].

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What the Hell is Customer Experience?

CX Journey

'Image courtesy of terry.1953 How ingrained is the customer and his perspective in your company''s DNA? I recently came across an article/speech by the late David Foster Wallace; it starts with the following story. There are these two young fish swimming along, and they happen to meet an older fish swimming the other way, who nods at them and says, "Morning, boys.

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Tackle Your Top Ten CX Issues

Customer Bliss

'We have created a kind of hysterical customer feedback muscle in the marketplace by over-surveying our customers and asking (ever so thoughtfully) “How can we improve?”. Customers tell us what to do and we haven’t moved on the information. Customers read the lack of action as lack of caring and certainly lack of respect. We often over think what the customer effort should be.

CX 74
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How to Create a CX Moat: Lessons from the Spotify and Uber Partnership

PeopleMetrics

'Disruption and change is everywhere. A perfectly delightful product or service today can become old hat tomorrow, usurped by new entrants offering easier, different or more engaging experiences. Those at the top of the heap rarely spend time looking down– imagining themselves in the Wasteland of the Obsolete. Instead, they read their raving reviews, count their star ratings, fuel their buzz, watch their numbers grow.

CX 63
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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