Callminer

OCTOBER 13, 2016

How can you provide exceptional customer experiences? Seamless customer service, customer experience analytics, and technology are a few ways. Read more.

Customer Experience 182

Customer Experience Technology Technology Customer Service 182

Beyond Philosophy

OCTOBER 19, 2016

Did you know there was once a German belief that if you sleep with your mouth open, your soul will escape disguised as a white mouse ? Or that ancient doctors used to drill holes in their patients’ heads to cure migraines? Or that drinking the ground up testicles of a small mammal mixed with alcohol was considered a contraceptive in 16th century Canada?

Net Promoter Score 167

Net Promoter Score Pharmaceutical NPS Invoicing 167

Customers That Stick

OCTOBER 3, 2016

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Customer Service 164

Customer Service 164

Heart of the Customer

OCTOBER 20, 2016

Customer empathy is absolutely critical to a company-focused culture. Without empathy, employees focus on their own problems, rather than your customers’. They build overly-complex products based on what they want to buy, rather than starting with customer needs. And they certainly don’t understand the emotional context of your customers. Both Forrester and the Temkin Group […].

Customer Experience 144

Customer Experience 144

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Win the Customer

OCTOBER 5, 2016

It should be obvious that how you treat your customers is a vital factor in business success, yet many companies become so focused on implementing their policies and procedures that customer satisfaction can get overlooked. It’s absolutely essential to continued success to provide the best possible customer experience you can. Here are four mistakes that can ruin your business in the eyes of its customers.

Gambling 136

Gambling Data Entry Customer Experience Customer Satisfaction 136

Kerry Bodine

OCTOBER 20, 2016

This journey map for the Exploratorium , a science museum in San Francisco, is one of my favorites. That’s because the folks at the former design agency Adaptive Path (which was acquired by Capital One back in 2014) did a great job of highlighting two key things: 1) The entirety of the customer experience. It would be easy for Exploratorium management to focus exclusively on the museum experience—everything that happens within their physical walls, represented by the square box in the middle of

Customer Journey Map 129

Customer Journey Map Transportation Customer Experience 129

Beyond Philosophy

OCTOBER 26, 2016

When shopping malls began dotting the American landscape in the late 1960s and 1970s, they presented a new and exciting customer experience. Today, it shouldn’t be news to anyone that things have changed and malls in general are struggling. Discount retailers are partly to blame, but the real culprit is the internet. Why would you change out of your pajamas and scout for a parking place when you could buy the same stuff online, from the comfort of your couch?

Artificial Intelligence 167

Artificial Intelligence Retail Customer Expectations Customer Experience 167

Customers That Stick

OCTOBER 15, 2016

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Hospitality 164

Hospitality Hospitality Customer Service 164

Heart of the Customer

OCTOBER 3, 2016

There’s nothing more powerful than a trusted advisor. Each of us has our go-to people we call for advice. While a trusted advisor could be a mentor or a past or current co-worker, valued suppliers can also become trusted advisors. This relationship doesn’t come easy, often taking years to develop the trust needed to play […]. The post In B2B Relationships, Being a Trusted Advisor Matters appeared first on Heart of the Customer.

B2B 102

B2B Customer Experience 102

Win the Customer

OCTOBER 3, 2016

One of the best ways to keep up with the competition – and even edge out in front of them – is to be flexible when it comes to your business strategies. Are you feeling a push to move ahead of the competition? Whether you’re a brand new company or you’ve noticed sales have been dropping, it’s time to compete better and harder than before.

Social Media 133

Social Media Sales Customer Service Customer Experience 133

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

Customer Bliss

OCTOBER 27, 2016

We spend a lot of time in companies discussing “process mapping,” which is — theoretically, and sometimes in reality — a way to make our processes more effective. If you’ve had a number of enterprise-type jobs, you’ve probably seen the dreaded idea of “process for the sake of process,” whereby all these rules and processes are layered on top of each other before any action can be taken.

CX 84

CX Engineering Customer Experience 84

Callminer

OCTOBER 14, 2016

If your company isn’t taking the customer experience seriously, you should be. Research shows, by 2020, the customer will manage 85% of his or her experience with an enterprise without interacting with a human. Add to that statistic the fact that, within just a few years, the majority (89%) of companies will compete mainly on […]. The post 7 Tips for Providing Exceptional Customer Experiences appeared first on CallMiner.

Customer Experience 140

Customer Experience 140

Beyond Philosophy

OCTOBER 17, 2016

Customers are not loyal because of the Customer Experience you provide. They are loyal because of the Customer Experience they remember you provided. Furthermore, customers don’t remember the entire experience but only bits and pieces. It is important to get these memorable bits right, or your customer loyalty will certainly go to pieces. The human memory isn’t as reliable as we would like to think.

Customer Loyalty 167

Customer Loyalty Customer Experience 167

Customers That Stick

OCTOBER 17, 2016

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Customer Service 163

Customer Service 163

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

OCTOBER 31, 2016

At CXPA events I often run across new attendees with a familiar story. They’re obsessed with customers, and they want to transform their companies to be more customer-focused. They desperately want to change their companies! But they’re not in a customer experience (CX) role. How, they ask, can they change their company if their company […]. The post Creating Radical CX Change, the Quiet Way appeared first on Heart of the Customer.

CX 100

CX Customer Experience 100

Win the Customer

OCTOBER 10, 2016

Non-profit organizations are a great way to give back to a community, help those in need, and/or support a worthwhile cause. Unfortunately, even with the well-placed intentions of helping others, aspiring non-profit business owners must go through a lot of red tape beforehand. Here are things you need to know to get started in the industry. Conduct Key Research.

Non-Profits 109

Non-Profits Education Start-ups 109

Provide Support

OCTOBER 6, 2016

The Power of Positive Thinking in Customer Service. It’s no secret that customer service jobs are often associated with negativity. Dealing with customer complaints, negative feedback and frustration on a day-to-day basis can be a pretty stressful experience. You’ve probably heard that negativity tends to spread like wildfire. Once you let negative thoughts come into your mind, they attract more negative situations, triggering a vicious circle of bad feelings and outcomes.

Customer Service 83

Customer Service 83

Customer Bliss

OCTOBER 11, 2016

Episode Overview. Mark Weinstein is the Senior Vice President of Customer Engagement, Loyalty and Partnerships for Hilton Worldwide. Like many customer experience executives, he searched for a career path that matched his skills and passion for helping customers comprehensively across the business. Mark’s been with Hilton since 2010 — prior to that he was with MarketBridge and PwC — and one of the most interesting aspects of this episode is walking through his career path and

Hospitality 0

Hospitality Hospitality Finance Innovation 0

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

Beyond Philosophy

OCTOBER 24, 2016

Tesla announced that all of their cars will be self-driving cars. Wednesday’s announcement, delayed two days from the original announcement scheduled for Monday October 17th, stated that all of its cars will have the ability to drive themselves, referred to as level 5 autonomy. Before the announcement, many experts and industry commentators had little idea what it would be.

Customer Loyalty 167

Customer Loyalty Customer Experience Innovation Customer Satisfaction 167

Customers That Stick

OCTOBER 31, 2016

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Customer Experience 129

Customer Experience Customer Service 129

Heart of the Customer

OCTOBER 10, 2016

In preparation for a series of classes on journey mapping I helped lead through the CXPA, they interviewed a few of us on best practices in journey mapping. The other participants included a few of our partners: Stacy Bolger, Senior Strategic Consulting Director, MaritzCX, VP: Valerie Peck, President / CEO, East Bay Services Group, SuiteCX, […].

Customer Experience 74

Customer Experience 74

Kate Nasser

OCTOBER 4, 2016

Super customer experience is achieved when you think from the customer perspective not from yours. Involve them & win their loyalty. 4 ways to win big. The post Customer Experience: Loyalty Through Narcissism? appeared first on KateNasser.com.

Customer Experience 78

Customer Experience Contact Center Customer Loyalty Customer Service 78

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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

Provide Support

OCTOBER 25, 2016

In spite of all the tech advancements available for businesses today, many still operate under the presumption that their customers prefer the “good old days” of picking up the phone and relying on a human agent for all their customer support needs. While there will always be place for phone in customer service, in reality the majority of customers don’t really want to go back to the “good old days” and call you to get their questions answered.

Social Media 77

Social Media Customer Service 77

Customer Bliss

OCTOBER 25, 2016

The fifth of my customer experience competencies is one-company accountability, leadership, and culture. Ultimately, this refers to executive leadership. How are they approaching customer issues? Are they on the same page? Each week on my podcast , a different CCO-level leader talks about this one-company leadership culture. One of the biggest challenges of the first few months of this work (at a high level) is making sure the executive leadership is united towards customer-driven growth.

Age of the Customer 77

Age of the Customer Customer Experience 77

Beyond Philosophy

OCTOBER 12, 2016

We live in the data age. Data is collected about our personal behavior everywhere. From the searches we instigate online to the products we order (and when) to the movies we choose in our Netflix Queue, sometimes it seems as if every move we make ends up in a database somewhere. So why this sudden interest in whether we watched all 14 seasons of ER or returned the Samsung Galaxy S5 Phone Case?

Start-ups 167

Start-ups Innovation Customer Loyalty Technology 167

CX Journey

OCTOBER 12, 2016

Image courtesy of dushy4 I originally wrote today's post for ICSA as part of their blog carnival and celebration of National Customer Service Week. It appeared on their blog on September 5, 2016. It is a modified version of a post that I wrote for CX Journey back in 2012. National Customer Service Week is just a month away; it's awesome to set aside time to recognize and to celebrate those employees who work hard every day of the year to support customers.

Close the Loop 77

Close the Loop Customer Service Customer Experience CX 77

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

Kerry Bodine

OCTOBER 13, 2016

In a recent post, I talked about the trade-offs between quantitative and qualitative research. Here’s a quick summary: Neither is better than the other. Rather, they each have their relative strengths and weaknesses. But in order to get the most out of each research method, you need to properly sequence quantitative and qualitative research activities during your customer research efforts.

Customer Journey Map 66

Customer Journey Map NPS Customer Loyalty Customer Survey 66

Kate Nasser

OCTOBER 23, 2016

Do people see you as patronizing or helpful? Here are 5 tangible tips from The People Skills Coach™ to be helpful to others. Leadership, Teamwork, Service! The post 5 Ways to Sound Helpful Not Patronizing appeared first on KateNasser.com.

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75

Provide Support

OCTOBER 12, 2016

Words to Avoid in Live Chat Communication. While communicating with customers over live chat there is always a risk to spoil the impression of the conversation by writing something inappropriate. However, not all customer service representatives realize this risk and understand that there are phrases and words to avoid in live chat communication. The words you use to communicate can convey a lot of meaning.

Customer Service 66

Customer Service 66

Customer Bliss

OCTOBER 6, 2016

Customer churn is bad. You don’t want it, obviously. In a perfect utopia, all your customers would stay in the fold, retain, and refer you to other new customers. That’s the apex of a customer-driven growth engine, and it’s essentially the polar opposite of customer churn. But we all know the quote, often attributed to Warren Buffett.

Engineering 76

Engineering Innovation Sales Customer Experience 76

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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.