Intercom, Inc.

FEBRUARY 13, 2018

There are two truths about sales and product. One, salespeople hate when deals stall because their product is missing a vital feature. Two, product people hate building features no one uses. A strong sales and product feedback loop avoids both scenarios. As your sales team scales and plays a larger role in representing the voice of your customers, an open line of communication aligns your product strategy with your addressable market.

Sales 192

Sales Customer Feedback Start-ups Gaming 192

CX Accelerator

FEBRUARY 12, 2018

We now live in the age of the customer, where customers expect consistent, high-value experiences. If customers don’t get immediate value, they will likely leave and go to a company who will deliver an experience that meets their expectations. To be able to know and understand what customers want, companies must listen to their customers. That’s why companies are implementing some type of voice of the customer (VoC) program.

Voice of the Customer 140

Voice of the Customer VOC Close the Loop Unstructured Data 140

Beyond Philosophy

FEBRUARY 15, 2018

The Consumer Financial Protection Bureau (CFPB) meted out a $185 million fine that included a $100 million penalty to Wells Fargo in 2016 for their violation and abuse of consumer trust. The San Francisco-based bank, whose employees opened many fraudulent and unauthorized accounts in their customers’ name, now enjoys the dubious honor of shouldering the most substantial penalty the agency has issued since its formation in 2011.

Sales 141

Sales Start-ups Customer Experience 141

Lumoa

FEBRUARY 13, 2018

There's a company X that collects customer feedback. Company X prefers the Net Promoter Score® ( what is NPS? ), yet it could be any other metric. They ask the very familiar NPS question: " How likely is it that you would recommend [brand] to a friend or colleague? (on a scale from 0 to 10) " after each customer purchase or interaction. But guess what?

Customer Feedback 118

Customer Feedback Net Promoter Score NPS VOC 118

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Intercom, Inc.

FEBRUARY 12, 2018

There’s one thing all wilderness survivors have in common: they didn’t get eaten by a bear. The only way to make sure your customers see your message is to understand their behaviors and mindset. There’s a strong parallel between surviving in the wild and starting a business. You’ll either find customers and get them to pay you, or your business will fail and your idea will die.

Artificial Intelligence 185

Artificial Intelligence Customer Acquisition Start-ups Manufacturing 185

Customer Service Life

FEBRUARY 13, 2018

The #FreeToHelp movement focuses on how free your customer service agents are to help customers. This is an important component to the overarching customer experience. The idea is – the happier your agents, the happier your customers. The #FreeToHelp movement, founded by Leslie O’Flahavan and myself, surveys teams to understand pain points and areas to improve.

Social Media 100

Social Media Customer Service Contact Center Customer Experience 100

Customer Bliss

FEBRUARY 16, 2018

Customer Experience implementation within an organization is a major undertaking. It often involves multiple departments, and of course, the organization’s leaders and C-Suite. I always stress to my clients that CX work has to be done in bite-sized pieces, because it’s an initiative that becomes a part of the company’s long term strategy; therefore, you can’t try to tackle it all at once.

Customer Experience 94

Customer Experience Engineering CX Start-ups 94

Intercom, Inc.

FEBRUARY 16, 2018

The offer email I received from Intercom ended with the line “Join us to do the best job of your career” My first thought was that it’s quite a bold statement, which creates a lot of expectations. I was curious to see how the company ensures that every new engineer has the opportunity to do the best job of their career, and how that would translate to my personal growth and everyday life in Intercom.

Engineering 177

Engineering Technology Technology Education 177

Fonolo

FEBRUARY 13, 2018

Chat-based customer service is growing quickly. But there’s one central question that I think is not being addressed as critically as it should: Is chat acting as a substitute for phone calls? This is a harder question to answer than you might think. First, to be clear, I’m not talking about chat- bots , i.e. automated self-service, I’m talking about a conversation with a human agent via some form of text-based channel.

Customer Service 84

Customer Service Contact Center NPS Social Media 84

UJET

FEBRUARY 15, 2018

In 2017, we saw some of today's biggest companies face major customer support challenges, most of which could have been avoided had they implemented the right technologies and processes. Not only does poor customer service lose organizations a massive amount of money (nearly $62 billion per year), it damages reputations, hurts customer retention, and affects the bottom line.

Customer Retention 77

Customer Retention Technology Technology Customer Service 77

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

Beyond Philosophy

FEBRUARY 16, 2018

Colin Shaw and Professor Ryan Hamilton discuss why Customers need ‘Reference Points’ This is part one of a fundamental behavioral economics theory called Prospect Theory ? It looks at how human decision making is effected by a reference point that a Customer uses to evaluate a Customer Experience and what you should do about it. The post How do Customers decide if their experience is good or bad?

Customer Experience 68

Customer Experience 68

Heart of the Customer

FEBRUARY 15, 2018

A couple of years ago I had a layover in Philadelphia. Try as I might, I couldn’t find a good electrical outlet – the ones I could I find required sitting on the floor. Annoying. This led me to wonder: While it’s clearly a bad experience to be stuck for a few hours without a […]. The post Do airports care about CX? Should they? appeared first on Heart of the Customer.

CX 68

CX Customer Experience 68

Fonolo

FEBRUARY 15, 2018

The relationship between contact centers and their customers can be a volatile one. Sometimes the experience is just not up to par, other times customers are ranting and raving about how happy they are. I’m sure your contact center can relate to both sides of the spectrum. Just keep in mind, there are always things you can do to increase the amount of positive outcomes you receive.

Contact Center 75

Contact Center Social Media Gaming Customer Relationship 75

Myra Golden Media

FEBRUARY 16, 2018

Your interactions with customers who have experienced a problem need to be structured in such a way that you restore the customer’s confidence in your company, and you regain their goodwill. You can do this in just three steps, whether you’re talking to your customer over email, chat, text or social media. 1. Acknowledge Concern. The first thing you have to do, to restore confidence, is acknowledge customer concern in the first sentence of your interaction.

Social Media 73

Social Media Customer Experience 73

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

PeopleMetrics

FEBRUARY 13, 2018

At PeopleMetrics, we often talk about creating an easy, or “frictionless” experience. The reason is that a great customer experience is usually about solving a problem with as little customer effort as possible. On a recent fight on American Airlines, however, I experienced the opposite of an easy experience - it indeed had quite a bit of friction and effort.

CEM 66

CEM Business Administration Machine Learning CX 66

DMG Consulting

FEBRUARY 15, 2018

IVAs Can Remake the Self-Service Landscape. 2/9/2018. By Donna Fluss. View this document on the publisher’s website. A remarkable thing is happening in the realm of customer service: After years of rejecting self-service, customers are changing their tune. Consumers of all ages are showing a preference for self-service solutions over talking to agents or using chat boxes, provided they do their jobs well.

Artificial Intelligence 54

Artificial Intelligence Machine Learning Text Analytics Predictive Analytics 54

Customer Bliss

FEBRUARY 13, 2018

“Brands need to do things that build trust and reliance, just like you would in interpersonal relationships,” says Josh Ives , the VP of Customer Experience Management and Strategy at Samsung Electronics America. Josh has always been interested in the relationship between marketing and services. Josh’s passion for understanding what brands mean to people steered him into a career where he was able to impact how customer service and customer experience affects the relationship w

Customer Service 56

Customer Service Retail CX Start-ups 56

Myra Golden Media

FEBRUARY 12, 2018

When people feel pushed into a corner, they push back. If a customer senses you are defensive, rude, or unhelpful, it is natural for them to push back. They push back with their words, tone, or by asking to talk to a supervisor. In a live De-escalation workshop recently, I had my audience divide up into pairs. And I had them identify as partner “A” or partner “B.”.

Customer Service 66

Customer Service Customer Experience 66

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

PeopleMetrics

FEBRUARY 12, 2018

Today's CX Secret revolves around the notion of a "Customer Experience (CX) Mindset." High-end hospitality companies have owned the CX space for years because they maintain this mindset that every touch point they have with a customer has to be excellent. They want customers to leave their hotel or restaurant feeling like “wow - that was an amazing thing that I just experienced.”.

CX 64

CX Hospitality Hospitality CEM 64

Provide Support

FEBRUARY 15, 2018

Critical Thinking For Customer Service. Customer service jobs require a composite mix of soft and hard skills for success. To positively interact with customers and team members we need social and emotional intellegence, and self-regulation skills. We also need lots of technical expertise, general industry and product knowledge to handle everyday customer requests effectively.

Customer Service 50

Customer Service 50

Confirmit

FEBRUARY 16, 2018

In this short video, Market Research experts from Confirmit and the industry discuss some of the new approaches, methodologies and technologies being used to drive the market forward. You’ll hear about new ways of engaging respondents through multi-media questions types, such as audio and video, the role of social media in MR, and the importance of using a “mobile first” approach to creating surveys to ensure high-quality insights.

Social Media 45

Social Media Technology Technology 45

CX Journey

FEBRUARY 14, 2018

Image courtesy of Pixabay Do you feel like you're not making the progress in your customer experience transformation efforts that you thought/hoped you would by now? You started years (not months - it's a journey - it takes time!) ago, but you don't think your organization has evolved. What's the reason for that? I've seen several posts lately about CX being all talk and no action - that it's a lot of effort to pull off a customer experience transformation (and no doubt, it is!

CX Transformation 46

CX Transformation CX Voice of the Customer Customer Experience 46

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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

SugarCRM

FEBRUARY 14, 2018

The entire piece of GDPR legislation is more than 250 pages long and is probably most appropriate of your legal team. However, even shortened and “dumbed-down” GDPR guides contain many terms that you need to understand to implement a compliance strategy. So, we’ve created glossary of key terms to know to help you decide which of the obligations of GDPR apply to your organization.

Compliance 45

Compliance Legal 45

Intercom, Inc.

FEBRUARY 15, 2018

When it comes to designing digital systems, there is always a risk of forgetting there will be humans involved and, as a result, making things more robotic than realistic. With so many moving parts in the creation process, from visual design to content or front-end development, what’s the one universal model all of these can apply to ensure the interaction in the end is more human and humane than machine-like?

Start-ups 198

Start-ups Net Promoter Score Education Pharmaceutical 198

Confirmit

FEBRUARY 16, 2018

In this Confirmit customer testimonial, Paula McKillen of RS Components talked about her experience of working with Confirmit to deliver the company's Customer Experience program. She highlights not only the technology involved, but the support and partnership that Confirmit's Voice of the Customer consulting team provide to help drive success.

Voice of the Customer 40

Voice of the Customer Technology Technology Customer Experience 40

Comm100

FEBRUARY 13, 2018

Does customer delight lead to customer loyalty? Many managers would say yes – the concept of delighting customers to cement loyalty has been ingrained into many people’s thinking, and has become such a commonly held belief that many organizations do not even question it. But for many businesses, this can be a poor return on investment, with many resources being spent on a never-ending quest to go above and beyond.

Social Media 41

Social Media Customer Loyalty Customer Expectations Customer Service 41

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

Retail

Confirmit

FEBRUARY 16, 2018

In this short video interview, Zancesca Spagnoletti, AVP Customer Experience at Philadelphia Insurance Companies provides tips on getting starting with a Voice of the Customer program, talks about highlights of the Customer Experience activities at Philadelphia Insurance Companies, and describes her experience of working with Confirmit. Zancesca highlights the importance of getting not only executive buy-in for a CX program, but also how to ensure that stakeholder around the company become natur

Customer Experience 40

Customer Experience Voice of the Customer CX 40

Confirmit

FEBRUARY 16, 2018

The insurance industry is a competitive business, and the Customer Experience is key to competitive differentiation. Not only customer expectations higher than ever, but agents dealing with people at challenging times during the claims process. In this short video, Jim Katzman, Senior Director, Customer Experience at Asurion talks about the Voice of the Customer program at Asurion, offers advice to CX professionals just getting up and running with a program, and describes his experience of worki

Voice of the Customer 40

Voice of the Customer Customer Expectations CX Customer Experience 40

Confirmit

FEBRUARY 16, 2018

In this video, Szymon Duniec, MD of Orima Research talks about getting started with Confirmit Horizons, and how Confirmit worked with Orima's team help them succeed. Szymon explains how Confirmit CAPI solution was able to support Orima's field researchers in extreme conditions, ensuring a sensitive government research program was completed successfully.

Government 40

Government 40

Confirmit

FEBRUARY 16, 2018

In this short video interview, Abel Rhyne, Vice President, First Notice of Loss, Customer Service at Erie Insurance talks about the impact of their Voice of the Customer program on the organization, and his experience of working with Confirmit. Find out how Erie Insurance shares the Voice of the Customer across the business, and hear the guidance Abel has to offer to businesses just getting started on their Customer Experience journey.

Voice of the Customer 40

Voice of the Customer Customer Service Customer Experience 40

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

CX