Beyond Philosophy

MAY 14, 2015

People like the convenience of self-service. More and more of your Customers believe access to self-service options is essential to their relationship with your business. Knowing this, it is critical that you plan your self-service options well. Parature is a research and advisory firm specializing in communicating service-centric best practices. Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of

Customer Experience 160

Customer Experience Customer Relationship Customer Service Social Media 160

Customers That Stick

MAY 22, 2015

We wish that changing a customer service culture could be like turning a Jet Ski®. We slam the steering handles hard to the side, the Jet Ski® turns around almost on a dime, and within moments, we are speeding the other way at full speed. Sure, the turn is tough, and the sudden motion jerks both body and watercraft hard, but for a short, intense effort we are rewarded with a quick and complete turnaround.

Customer Service 156

Customer Service Customer Experience 156

Bill Quiseng

MAY 18, 2015

This week’s guest post is from Rhonda Basler , director of Customer Engagement at Hallmark Business Connections. I have been a longtime fan of her blog so I’m honored that she is sharing her customer experience insight here. I am convinced that if you commit to following consistently these five essentials, you will Deliver the World’s Best Customer Experience. .

Customer Loyalty 156

Customer Loyalty Social Media Customer Satisfaction Customer Retention 156

Win the Customer

MAY 3, 2015

Is the customer always right? Does that ultimately really matter? Every business owner or company manager needs to properly understand the needs of the customer because future business depends on it. Isn’t meeting customer needs really the main factor when it comes to the success of the business? If you can’t give what customers want, why […].

Customer Service 145

Customer Service Customer Experience 145

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.

Customer Loyalty

Fonolo

MAY 7, 2015

UPDATED FEBRUARY 2020: The call center is an extremely stressful work environment. Simply knowing how to run a call center isn’t enough for success. Not for the weak at heart, only some call center managers have the grace, tenacity, and skills to handle the extreme pressures of the contact center manager’s job. Those with this special ability often create an experience that pleases customers and agents, without exceeding their budgets; a truly remarkable feat.

Contact Center 126

Contact Center Technology Technology Start-ups 126

PeopleMetrics

MAY 30, 2015

The mechanisms of business can be overwhelming. Even the simplest problems can splinter into energy-sapping challenges—rife with internal hurdles like politics, communication problems, or lack of support. In customer experience management , those challenges can threaten how we relate to customers as people. In our embrace of data points—armed with our head-down, hurdle-jumping mindset—we can turn our noble cause into an awful lot of work.

Customer Experience 120

Customer Experience Net Promoter Score Customer Journey Map Customer Feedback 120

Customers That Stick

MAY 13, 2015

In the Temkin Group’s 2015 Experience Ratings Industry Snapshots, Internet Service Providers were ranked last out of 20 different industries. It’s no surprise; few people love their cable or phone provider, and among the least beloved is Comcast. Comcast announced recently that it will be putting a massive effort behind changing its customer service.

Customer Service 146

Customer Service Non-Profits Technology Technology 146

Heart of the Customer

MAY 20, 2015

Who, exactly, is your customer? That might sound like a dumb question. We’re in customer experience. We’d better know the answer to that question! But for some, it’s not so easy to answer. B2B2C companies in particular often struggle with this. When your service is delivered through agents it’s easy to get confused. Is the agent my customer, […].

Customer Experience 104

Customer Experience 104

Win the Customer

MAY 4, 2015

We’re all heard the saying ‘The customer is always right’, but is that true? Well, it can’t be true because in fact the customer can often be wrong. However, what IS true is that ‘The customer is always the customer’; and regardless of the fact that he might be blatantly wrong, he is still your […].

Customer Service 145

Customer Service Customer Experience 145

Provide Support

MAY 12, 2015

Today’s customer service involves more than a conversation face-to-face or on the phone. Email, live chat and social media have become important channels for consumers to engage with brands and seek for customer support. No matter how customer service is given to consumers, soft skills are essential for a successful customer service interaction. In fact, soft skills are even more significant than technical skills as at the end of the day what your customers will remember is how they felt about y

Customer Service 108

Customer Service Social Media Customer Satisfaction 108

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PeopleMetrics

MAY 12, 2015

Customer experience darling Zappos recently reported 210 of its employees have resigned. That’s about 14% of their workforce. The exodus stems from an ultimatum issued by CEO Tony Hsieh early this past April. That number might seem shocking at first glance, but in terms of employee engagement strategy , it’s not so bad. A Call to Arms. Let’s back up a bit, and talk a little more about that ultimatum.

Engineering 107

Engineering Voice of the Employee Customer Experience Customer Service 107

Beyond Philosophy

MAY 21, 2015

Chipotle just announced they removed all the ingredients from their menu items that contain genetically modified organisms (GMOs). In a two-year process prompted by consumers’ growing concerns about the safety of long-term consumption of GMOs, Chipotle’s leadership feels this is about transparency and trust as much as health. Two years ago, the fast-casual chain revealed that GMOs permeated their menu, advising diners wishing to avoid them to order the pork carnitas, sour cream, and guacamole.

Innovation 156

Innovation Customer Experience 156

Customers That Stick

MAY 26, 2015

Customer service in the real world sometimes comes down to a negotiation. When you have an issue to resolve, often you and your organization are trying to find a way to make the customer happy without giving away the store and the customer (usually) is trying to get what she feels is fair. While I don’t think negotiation is the best framework for viewing these situations , the underlying dynamic can be remarkably similar.

Customer Service 143

Customer Service Gaming Start-ups 143

Heart of the Customer

MAY 27, 2015

Michael Jordan had Phil Jackson. Walter Payton had Mike Ditka. Look at any great athlete, and you probably see a great coach. But it’s not just athletes. Former CEO Brad Anderson used multiple coaches as he drove Best Buy to new heights. According to a 2013 study by the Center for Leadership Development and Research […]. The post Why Agent Coaching is the Key to Customer Loyalty appeared first on Heart of the Customer.

Customer Loyalty 79

Customer Loyalty Customer Experience 79

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

Win the Customer

MAY 5, 2015

Anticipating needs, learning about the customer and listening to your employees are all keys to customer service success. Are you ready to take your customer service from reactive to proactive? Providing exceptional customer service goes beyond reducing call center wait times or diffusing conflicts with angry customers. If you’re ready to improve your customer service, […].

Customer Service 141

Customer Service Technology Technology Customer Experience 141

Provide Support

MAY 18, 2015

Multitasking in customer service. It’s no secret that for many customer service jobs multitasking is an essential requirement. A common example of multitasking at work is a representative juggling numerous tasks at once like talking on the telephone, taking notes and checking emails at the same time. You might even wonder what’s so special about it – nowadays with the hectic pace of our daily lives, many of us get used to something like this.

Customer Service 94

Customer Service Start-ups 94

PeopleMetrics

MAY 15, 2015

One of the interesting things about customer opinion is you’ll never hear all of it. Even with the best customer feedback management in place, you’ll only hear from the customers who choose to provide feedback. But rest assured, customers are forming opinions about your business in every interaction. And when they share those opinions, whether or not they share them with you, you’ll feel the impact.

Net Promoter Score 104

Net Promoter Score Customer Experience Touchpoint Customer Feedback 104

Beyond Philosophy

MAY 19, 2015

Having a great Customer Experience is no accident. Companies that excel in providing a great Customer Experience engaged in lots of deliberate designs to make their experience what it is today. Most importantly, those that are most successful have a special focus on the hidden experience, the emotional and subconscious parts of the experience that affect the behavior of their Customers.

CX 148

CX Predictive Analytics Touchpoint Customer Experience 148

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

Customer Bliss

MAY 14, 2015

A successful Chief Customer Officer/Customer Leader can: Bring folks together who don’t normally work together. Establish clarity out of the complexity that surrounds who does what on projects for “customers.”. Break the work into manageable chunks so that it doesn’t get abandoned. Develop “ownership” of the work by the operating areas. Consider their success as enabling the operating areas to focus and change.

CX 86

CX Customer Experience 86

Kate Nasser

MAY 24, 2015

You would think that holacracy (flat orgs.) would be every employee's dream. Not so. Here's why. Kate Nasser, The People Skills Coach™ reveals why emps. like hierarchy. The post Holacracy: Why Employees Like Hierarchy | #leadership #peopleskills appeared first on KateNasser.com.

84

84

Win the Customer

MAY 11, 2015

Whether it’s on social media, website content, or on a forum, make sure that anything that comes from your brand is expressive, personable and consistent with your established beliefs. From love to business, trust and gaining one’s loyalty matters. Although there’s no magic formula to building a trusting relationship online, there are a couple of […].

Social Media 141

Social Media Technology Technology Customer Experience 141

Provide Support

MAY 25, 2015

8 Tips to increase customer support staff productivity. The question of employee productivity has always been a major concern for any company that is trying to evolve and grow. And indeed, productivity is closely tied with the income rate. Perhaps, every business at some point of their existence has questioned how to increase the productivity of their customer service staff without wearing people out and increasing their stress.

Customer Service 89

Customer Service Customer Satisfaction 89

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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

PeopleMetrics

MAY 7, 2015

When I was a kid, sometimes at parties or other events, we’d line up for an egg toss. If you’ve never seen one, partners stand a few feet apart and then toss an egg to each other. Partners with intact eggs then take a step back and throw again. George. Why are you writing about egg toss? Well, because I was thinking: If your customer were an egg, what are the odds they’d make it through your customer experience intact?

Net Promoter Score 94

Net Promoter Score Customer Experience B2B Sales 94

Beyond Philosophy

MAY 22, 2015

Last week the UK elected a new government. All the polls leading up to the election said it would be a Hung Parliament, i.e. no one political party would be the outright winner/have a majority. On election night the Conservatives won a majority—a great shock to everybody! So why did people say they were going to vote one way and then change their mind?

Government 145

Government Customer Experience 145

Heart of the Customer

MAY 14, 2015

I was interested in seeing Erin Wallace’s presentation at last week’s CXPA Insights Exchange, but I had no idea just how cool it would be. Her presentation was titled “Easier Said than Done: Move the Needle with Your Customer Experience Strategy,” and showed a very comprehensive approach towards customer experience that we can all learn from. […].

Customer Experience 74

Customer Experience Voice of the Customer 74

Customer Bliss

MAY 28, 2015

Beloved companies aren’t afraid to be themselves. They give employees permission to drop the “corporate veneer.”. They encourage employees to take the best version of themselves to work and into their relationships with customers. Beloved companies work hard to eliminate the feeling of “big company” and “little customer.”. The Container Store, urges their people to act so flexible that they give a “Gumby” award, to WestJet’s self-effacing title of “Big Shot” for their executives, the people insi

CX 83

CX Customer Experience 83

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

Win the Customer

MAY 26, 2015

Strong research on the impact of customer experience on the bottom line from SAP, Forrester, Deloitte, Accenture, Gartner, and Harvard Business Review can be a great starting step towards winning buy-in from leaders and executive on the need to invest in customer service. It doesn’t matter that you have read all the blog posts and thought pieces and […].

Customer Experience 140

Customer Experience Customer Service 140

Kate Nasser

MAY 31, 2015

Do your questions give you a great people skills image? Or do they make you seem argumentative & always contrary? Checklist fr The People Skills Coach™. The post People Skills Image: Are You Open-Minded or Contrary? #peopleskills appeared first on KateNasser.com.

Sales 81

Sales 81

CX Journey

MAY 7, 2015

I'm blogging again today (note: I wrote this yesterday but didn't get a chance to publish it) from the Customer Experience Professionals Insight Exchange in beautiful San Diego, CA. The event takes place at the Hotel del Coronado , and if you've never been, it's a wonderful venue. Before you arrive at the hotel, you'll fall in love with the amazing view as you cross the bridge to get onto Coronado Island!

Customer Experience 73

Customer Experience Start-ups Business Operations Customer Expectations 73

Beyond Philosophy

MAY 26, 2015

In this series, professionals share what they’d do differently — and keep the same. Follow the stories here and write your own (please use #IfIWere22 in your post). George Bernard Shaw (no relation) said… Youth is wasted on the young.”. As it becomes more and more of a stretch for me to claim youth, I must admit I see the wisdom in Shaw’s words.

CEM 142

CEM Customer Experience Management Customer Experience 142

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