Sat.Apr 29, 2023 - Fri.May 05, 2023

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Of CEOs, Mice & Men: Great Leadership Leads To A Great Customer Experience

The DiJulius Group

Every so often I like to discuss several related topics under one umbrella. The underlying theme here is the power each member of every organization has to offer its customers either a true secret service company experience, where the customer journey has an almost magical flow or one that causes the customer to ultimately jump. Read Full Article The post Of CEOs, Mice & Men: Great Leadership Leads To A Great Customer Experience appeared first on The DiJulius Group.

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6 Ticket Handling Problems to Avoid for Better CX


Today we’re following up on our improper ticket closing blog. What happens to a ticket before it reaches the closing stage (if it ever does) impacts metrics and CX too. These are six ticket handling problems to avoid. 1) Assembly Line Service When the customer’s issue is assigned a number sometimes the customer themselves is left behind. Shuffling a ticket around in order to tick the boxes of a workflow without considering the customer is an example of poor ticket management.

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Be Magnificently Boring to CARE!

Bill Quiseng

Business leaders are happy because customers were satisfied with their product or service. But that’s not good enough. Satisfied customers feel that their experience was good, not better, just average. Nobody raves about average. And satisfied customers will not return as soon as they find an experience that is better or a price that is less expensive.

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CallMiner Product Innovation Series: May 2023


Bruce McMahon, VP of Product Management, shares key updates from CallMiner's 2023.05 release, including the rebrand of CallMiner Alert to CallMiner RealTime. Read this blog for more.

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Customer Experience Management: Optimizing Your Strategy for Financial Success

Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts

In the world of business, connecting the dots from experience to financial impact is an essential skill. Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.

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The promise of generative AI in customer care and the challenges ahead – Interview with Ryan McDonald, Chief Scientist at ASAPP

Adrian Swinscoe

Today’s interview is with Ryan McDonald, Chief Scientist at ASAPP. Ryan joins me today to talk about his experience over the last 20 years in the […] The post The promise of generative AI in customer care and the challenges ahead – Interview with Ryan McDonald, Chief Scientist at ASAPP first appeared on Adrian Swinscoe.

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The Power of Personalization: Strengthening Customer Loyalty

Customer Think

The recent pullback in headcount and spending at technology companies has put a big dent in marketing team budgets. We’re seeing this impact spread beyond the tech sector, squeezing marketing spend across industries. At the same time, consumers are demanding more personalized experiences, which requires investment in better marketing approaches.

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Reasons to get excited about Relate ‘23—here’s what you need to know


Zendesk Relate is happening in just a few days. I’m attending in person on May 10 in San Francisco, and I’m excited to learn more about where the customer experience is heading. The great news is that you don’t have to be in San Francisco to join me—the opening keynote will be broadcast across five different time zones, so you can register for the one that works best for you.

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The Little Known Disadvantages of a Customer-first Strategy


The business world has significantly shifted in recent years, and I, for one, am excited to see so many companies adopting a customer-first strategy. However, like any strategy, a customer-first approach has pros and cons. Therefore I thought it would be helpful to consider both the advantages and disadvantages of a customer-first plan. Advantages of a Customer-First Strategy If you regularly read my posts, you will know that I’m passionate about companies adopting and improving their cust

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Going Green: How Mobile Applications are Helping the Environment

Customer Think

Technology is getting more incorporated into our daily lives in today’s environment. With this comes the ability to not only make our lives easier but also to make a beneficial impact on the environment.

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Prioritizing Mental Health: A Guide for Businesses During Mental Health Awareness Month

Execs In The Know

May is Mental Health Awareness Month, a time to educate people about mental health conditions and reduce the stigma around mental illness. In recent years, stress and anxiety levels have skyrocketed, a strong reminder that prioritizing mental health is just as important as physical health. Businesses play a crucial role in creating a supportive environment for their employees, and in this blog post, we’ll discuss why mental health awareness is essential for businesses, how National Allianc

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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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What’s the secret? 10 rules for creating a incredibly successful consultancy

Beyond Philosophy

Several readers and listeners of the podcast have reached out to me recently, asking for advice on how to start a consultancy. After over two decades with my global Customer Experience consultancy, it occurred to me that I have a lot of advice on the topic, which I boiled down into the 10 rules for building a successful consultancy. So, let’s look at the rules first and then dive deeper into what I mean by them. 10 Rules for Building a Successful Consultancy Be brave and be committed.

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Get the Most Out of Your Small CX Team

MyCustomer Experience

4 Strategies to Get the Most Out of Your Small CX Team Forrester predicts that in the next year, one in five customer experience (CX).

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What ChatGPT and Generative AI Mean for Digital Transformation

Customer Think

An arms race is raging in the AI industry — every organization is frantically investing in or investigating how the large language models (LLMs) that powers Generative AI can be applied to the enterprise. Generative AI will be on every organization’s digital transformation roadmap.

AI 95
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Manager’s Guide to Abandonment Rates in the Contact Center 


Lowering call abandonment rates in contact centers is one of the most powerful performance levers available to call center managers. It’s also what Fonolo Call-Backs do best. Reducing abandonment rates is a primary benefit of our call-back software and we’ve helped dozens of companies improve their KPIs by solving their abandonment rate problems.

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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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Considering a career change? Here are 10 rules for building a successful consultancy

Beyond Philosophy

If you have been listening to us for a while now, you probably know about our “I’m in a Pickle” podcasts and the “5 Rules” series. If so, and you’re a fan, today is your lucky day because this podcast is a mash-up of both series. Not only that, but we also added in 5 more bonus rules for 100% more rules. It seems that quite a few people in our audience have a pickle.

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Ticket Deflection: The Key To Increasing Customer Support Efficiency


Ensuring that customers have a superior experience using a product or service is a top priority for most companies. Customers expect to have access to fast and easy customer support when and where they need it. As a matter of fact, research shows that 40% of customers stopped doing business with a company due to poor service. However the current economic climate is forcing more companies to make tough decisions regarding where to focus their resources.

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Remember Amara’s Law When Thinking About Generative AI

Customer Think

The outpouring of enthusiasm for ChatGPT, and the flurry of recent AI-related product announcements from tech companies indicate that generative artificial intelligence will soon play a much larger role in marketing. But the specific path forward for.

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The A-Z of creating modern customer personas

CX Network

Jeannie Walters explains how CX leaders can use AI and sentiment analysis to develop more accurate personas and personalized journeys

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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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Will ChatGPT Destroy Martech?

Customer Experience Matrix

Like everyone else, I’ve been pondering what generative AI means for martech, marketing, and the world in general. My crystal ball is no clearer than yours but I’ll share my thoughts anyway. Let’s start by looking how past technology changes have played out. My template is the transition from steam to electric power in factories. This happened in stages: first, the new technology was used in exactly the same way as the old technology (in factories, this meant powering the shafts and belts that p

AI 59
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How to Drive Employee Engagement Using Online Quizzes


Did you know that almost two-thirds of U.S. employees are disengaged ? This is according to the 2021 Gallup survey for employee engagement , which also revealed that as many as 14% of the employees actually go out of their way to hurt their organization. Is your company also facing the woes of employee disengagement? If yes, we have great news for you.

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6 Best Practices Of Costco’s Best-Kept Secret: What’s Next?

Customer Think

Forget 30-roll packages of toilet paper. For two days in mid-April, members of Costco Wholesale could buy a beautiful she shed (or he shed) at a discount of $7,000, and then have it shipped directly to them. Which raises the question: Wow, Costco, what’s Next?

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Top Revenue Growth Opportunities That Don’t Involve New Customer Acquisition


Sales or new customer acquisition is the most fundamental and obvious contributor to revenue growth. When we set a higher revenue target for a new financial year, we establish new benchmarks for sales efforts that highlight how many new customers we should aim to acquire that year. However, at the same time, there are several less-tapped growth opportunities that can boost the overall customer revenue by supporting your sales goals and reducing the cost of acquisition—and these opportunities do

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How to Create Unique Customer Journeys to Optimize Business Outcomes

Speaker: Shawn Phillips, CCXP, Head of Growth and Innovation

A one-size-fits-all approach is a great approach – if it’s 2010. With the growth of AI, customers expect – and often demand – a customer journey based on their unique needs and history with your brand. Advanced platforms enable you to move beyond simple personalization or mass customization to create truly unique customer journeys that optimize outcomes for both your customers and your brand.

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Building a Customer Experience Strategy: The Complete Guide

Zonka Feedback

"Customer experience" describes the overall impression customers have with a company, from the initial contact through all points of interaction. Throughout all stages of the buyer's journey, customer experience plays a significant role in driving loyalty, retention, and repeat business.

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Personal Touch in Digital Banking: How Live Chat Humanizes the Customer Experience


Digital banking provides a host of benefits for the end user, from convenience and 24/7 availability to lower costs. However, there is one factor that can be lost within digital banking which many customers still long for. Personal, human interactions. This is where live chat comes in. Live chat allows banks and other financial institutions to bring the personal touch back into virtual interactions.

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For “Rational” CX, Focus on How Your Customers FEEL

Customer Think

My first brush with what was then called customer satisfaction was with a mega B2B firm in financial services. Both the CEO and President were Harvard-trained economists, not exactly lightweights.

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Driving Exponential Growth: The Art of Selling to Existing Customers


In the rapidly evolving business world, the focus is often skewed towards acquiring new customers. However, the real magic happens when we tap into the potential of our existing customer base. Welcome to the realm of ‘Selling to Existing Customers,’ an arena that has the power to catapult your business towards exponential growth, if maneuvered […] The post Driving Exponential Growth: The Art of Selling to Existing Customers appeared first on Customer-centric Growth by Lincoln M

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New 2023 State of CX Survey Uncovers Work From Home Misalignment

JUST RELEASED! The Northridge Group’s State of CX 2023 Part II research report reveals that nearly 50% of consumers surveyed had knowingly spoken to a customer service associate working from home—and almost 75% of those respondents felt the associate's location did not impact the service or experience. So why do more than ⅓ of business leaders want contact center associates back in the office?

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8 Unique Uses of Chatbots that Enhance the Customer Experience


A company’s success hinges on maintaining happy customers in today’s competitive business environment. Using chatbots is one approach to guarantee happy consumers all the time. The post 8 Unique Uses of Chatbots that Enhance the Customer Experience appeared first on CXService360.

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Overcoming cultural barriers to delivering consistent customer experience


Overcoming cultural barriers to delivering consistent customer experiences [link] Culture is recognised as a significant barrier to delivering a consistent customer experience. Various companies we have worked with describe their frustrations with different departments working in silos and customer experience being a front-line problem only. Every company has silos, whether organisational, hierarchical or channel.

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Five Benefits of Journey Orchestration

Customer Think

I originally wrote today’s post for Concentrix. It recently appeared on their site. The customer experience never sits still. Just as customer tastes and preferences change, CX is always evolving. According to Adobe’s 2023 Digital Trends Experience.

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How to create a disaster recovery plan


Businesses of all sizes should have a disaster recovery plan in place, even if it’s only very basic. Planning for worse-case scenarios has become even more important than ever following the COVID-19 pandemic. This unprecedented global crisis had a major impact across multiple industries, forcing many companies to pivot operations almost overnight. In this guide, we’ll run through how to effectively plan for disaster recovery.

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Ramping-up Your Digital CX Strategy: Adaptation of Omni Channel and Conversational Support

Speaker: Michael McMillan - Customer Experience Expert, TEDx Speaker, and Author

Are you looking to elevate your CX support strategy? Customers who have a seamless buying experience, from speaking with sales and purchasing the product to easily finding support, are more likely to return to your organization and recommend it to others. With the numerous changes in the market, it is critical that your CX strategy can evolve and better support your customers regardless of where they are in their journey.