Callminer
MARCH 10, 2015
What can companies do to take actionable steps to improve the customer experience? Here are 3 ways sentiment analysis can uncover your company’s reputation and meet customer needs.
Beyond Philosophy
MARCH 12, 2015
'I love watching what people, and Customers do. We human’s think we are so clever and sophisticated and yet much of what we do is totally irrational. When I am reviewing an organization’s experience I am on the look out for this type of irrational behavior as this will give me many clues on how to make it much better. What do I mean by irrational behavior?
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Win the Customer
MARCH 28, 2015
'Too many organizations fall short in translating the desire for great customer experience into customer service actions that create them. If more than half of customers would be willing to pay more for a better customer experience, why don’t more organizations get more from customers? Frankly, I believe that most organizations want to deliver better […].
Customers That Stick
MARCH 17, 2015
'This morning we released CTS Service Solutions’ Ultimate Starter Guide to Employee Empowerment. This guide walks those new to the idea of strategically and consciously attempting to increase employee empowerment in their organizations through many of the basic ideas surrounding empowerment as well as nine tips for empowering employees effectively.
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Heart of the Customer
MARCH 18, 2015
'How do you create change when you’re the first customer experience (CX) leader at a highly successful business with a history of customer focus? That’s the challenge Mark Smith faced when he became GE Capital Fleet Services’ first Vice President of Customer Experience a year ago. His response? Focus on the culture, because that’s what […]. The post “Customer Experience is all about culture change” – an interview with Mark Smith, VP of CX at GE Capital Fleet Services appeared first o
PeopleMetrics
MARCH 13, 2015
'Are you on Slack ? If not, chances are you will be soon. According to an article in the New York Times this week, Slack is "one of the fastest-growing business applications in history." There are about half a million employees using Slack everyday, and that base is doubling every 3 months. If you aren''t one of the initiated (yet), Slack is an internal communications tool that is fast making email and instant messenger obsolete.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
MARCH 17, 2015
'How can you increase your sales by 47%? It’s all in the packaging. Gressingham Foods, a pre-packaged food company in the UK, wanted to change their brand image at the store. They were declining as a brand and wanted their image to project “premium but accessible.”. They hired Elmwood , a design firm that took a good look at their packaging and came up with a strategy to help them stand out.
Win the Customer
MARCH 16, 2015
'The customer customer is so important, why do you have a machine keep you busy while you sort things out with someone else? Putting customers on hold is about more than people being patient. Hold time shows a disconnect between the customers wanting to work with you and your willingness to want to take advantage of that immediate opportunity to […].
C3Centricity
MARCH 1, 2015
I got an email this week that was just so wrong I almost replied to it offering my help to the sender, as he clearly needed it. The email started, “Hello Deny, I will keep my introduction brief. I’m Scott XXX, CEO for YYY.” He was informing me about his company’s training offers, which he [.]. The post No Trust without Respect: 7 Rules to Winning Customers appeared first on C3Centricity.
Heart of the Customer
MARCH 25, 2015
'How’s your brand today? Defining your brand used to be so much easier. In the good old days (for me, the good old days were the 80s), your brand was whatever your advertising said it was. Social media changed all that. Now your brand is whatever your customers say it is. And so your brand […]. The post Remember, Call Center Agents = Your Brand appeared first on Heart of the Customer.
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.
PeopleMetrics
MARCH 10, 2015
'If you’ve decided to focus on improving customer experience, you’re going to need clearly defined goals and a strategy to get you there. Here are some tips to help you set a direction and improve adoption throughout your company. 1. Define goals clearly (and how you’ll measure success). How you convey your goals to the rest of your company is extremely important.
Callminer
MARCH 18, 2015
There’s no one-size-fits-all approach to delivering a positive customer experience, but asking these 4 questions can help you get started.
Beyond Philosophy
MARCH 3, 2015
'In this series, professionals share the words of wisdom that made all the difference in their lives. Follow the stories here and write your own (please include the hashtag #BestAdvice in the body of your post). What is the point of doing research is you are not going to do anything with it? Let me give you an example. It was the first few days after I had been promoted to the SVP, Customer Experience for British Telecom a number of years ago.
Win the Customer
MARCH 20, 2015
'Customer experience doesn’t happen by chance. It takes the right combination of insights and actions that result in the positive bottom-line impact that supports revenue positive growth in an organization. In a recent conference call is asked an organization if they had a report of their key performance metrics related to service and customer experience […].
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.
ClearAction
MARCH 23, 2015
Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. It's not as exciting and it's harder to wrap your mind around than customer engagement and VoC (voice-of-the-customer) and CX (customer experience) technologies. Just what is it, anyway? The Business Dictionary clarifies governance as "establishment of policies, and continuous monitoring of their proper implementation, by the membe
Heart of the Customer
MARCH 12, 2015
'Nobody likes surprises. Even positive ones can ruin your customer experience. Here’s a case in point. I was teaching at an insurance company when an employee told me a story. A customer filing a claim told him, “my agent said I don’t have rental coverage. Now I have to pay for the stupid rental car.” The employee informed him […].
PeopleMetrics
MARCH 2, 2015
'Employees. You’re going to have to face them sooner or later if you’re trying to build a customer-centric culture. How do you get them in line? How do you get them to deliver on your promise? How do you get them to care about company goals? Before you bang your head on your mahogany desk, maybe you should ask yourself another question: Why should your employees care?
Callminer
MARCH 30, 2015
Learn 5 reasons why your call center should be using cross-channel interaction analytics to improve the customer experience. Read more.
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?
Beyond Philosophy
MARCH 10, 2015
'Everyone makes mistakes. You charged for the wrong plan on a Customer’s mobile bill or sent an ‘Extra Small’ instead of a Medium on the Jacket a Customer ordered online. More serious mistakes could be that as a Doctor, you misdiagnosed a life threatening condition that results in serious consequences for your patient and his or her loved ones. We all make mistakes.
Win the Customer
MARCH 1, 2015
'Consistently setting realistic service goals is critical to the process of developing your core customer experience. Setting goals is not simply throwing out an easy number to achieve, nor is it asking your team to achieve the impossible. Consistently setting goals is part of the process of developing your team in the organization. Goals shouldn’t be […].
Customer Bliss
MARCH 31, 2015
'Repairing the emotional connection with your customers and reaping good results has conditions. Your apology must: Be genuine. Restore confidence in being associated with you. Honor those harmed. Explain and work to resolve the problem. Be delivered swiftly and with humility. Remember when you were a kid and your brother or sister punched you or pinched you?
Heart of the Customer
MARCH 5, 2015
'Tuesday I had a major issue with my host provider Inmotion Hosting. I discovered that my beautiful new site no longer looked so beautiful, instead offering searches for heart valves and similar terms. Obviously, they were no longer hosting my domain. I immediately called support, and my tech acknowledged their systems did not execute my domain […].
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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
PeopleMetrics
MARCH 25, 2015
'So you’re sitting on the fence. Twiddling your thumbs. Waffling on the investment in a formal customer experience management solution. How can you tell if your company’s ready? How can you make the argument to higher-ups? What are some of the symptoms of customer experience woes? Well, I’ll give you four. 1. No one knows if customer issues get resolved.
CX Journey
MARCH 17, 2015
'I originally wrote today''s post for Confirmit in November 2014. I''ve made some modifications. In November 2014, I participated in the Hooked On Customers Summit , a webinar series hosted by Bob Thompson of CustomerThink. I joined Bob, along with Jeanne Bliss, in the first webinar to discuss Creating Actionable Insight from a Customer Listening Engine.
Beyond Philosophy
MARCH 5, 2015
'There have been many great stories in the past couple of months about airlines doing what was right by their Customers. We can all learn a little about Customer centricity when we look at these examples from three major carriers in the US. Frontier Airlines Pilot Feeds His Passengers While Stranded on Runway. Frequent travelers have all been there…sitting on the runway, hungry, thirsty, and needing to go to the lavatory but strapped in their seat, sometimes for hours.
Win the Customer
MARCH 30, 2015
'Successful businesses have learned to master making customers successful. Throughout my career, I’ve watched customers set goals, and then watched as they either reached or fell short of them. When you work as closely with your customers as I have, you can’t help but feel these successes and failures as much as they do. The […].
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 Bliss
MARCH 3, 2015
'The information and experience you gain by working through the customer experience competencies and holding people accountable to customer metrics will condition the organization to redevelop the customer experience for greatest marketplace differentiation. Managing the corporate patience while developing the competencies required to establish a reliable experience is not easy.
Waypoint Group
MARCH 31, 2015
Focusing on Holistic Customer Success. San Francisco welcomed another stellar group of Customer Success pros last week, thanks to Totango’s CS Summit. While listening to the impressive list of speakers, it was great to hear about the different ways companies are embracing CS and sharing their best practices to help others do the same. Events like these are great for learning but sometimes it can become too easy to only focus on the shiny, new product or support experience, rather than crafting a
PeopleMetrics
MARCH 20, 2015
'Because I relish in writing about confusing things, I thought I’d jump back into the muddy relationship between brand and customer experience. So grab your boots. Let’s get started. Brand is the Promise. Imagine brand managers, sleepless in the twilight, worried about their work. Fixated on the emotional relationships between their products and customers.
CX Journey
MARCH 3, 2015
'Image courtesy of beetlecakes I have a few questions for you about your company: Are you focusing on acquisition or retention? Are you rebranding your image or are you reinventing the customer experience? What are your priorities? I recently wrote some posts about how companies have this misguided focus on anything but the customer experience. With one, I posed the question: Are you delivering a great customer experience - or are you just relying on advertising to create awareness and sell your
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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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