Beyond Philosophy

JANUARY 15, 2018

Prospect Theory is the name of the concept developed by Nobel-prize winning professor Daniel Kahneman and Amos Tversky, who were the “Godfathers of modern decision science.” It describes the hidden influences that exist that drive our behavior—and they aren’t what you think. Before Kahneman and Tversky’s paper on Prospect Theory, most economists felt like what drove decision-making was wealth, as in, the more wealth you had, the more options were available to you.

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Customer Loyalty Customer Experience Sales 145

Customers That Stick

JANUARY 15, 2018

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Customer Service 145

Customer Service 145

ProProfs

JANUARY 19, 2018

The e-learning industry is growing at a staggering pace and is set to surpass $275 billion by 2023. Sounds crazy, isn’t it? Imagine your courses competing with hundreds and thousands of similar courses screaming for attention. To claim a fair share of the pie, you need to work smart. But until you know what areas bother learners the most, your courses won’t lead you anywhere.

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PeopleMetrics

JANUARY 19, 2018

The master rule to customer-centricity is this: solve your customers’ problems. Every change, every action, every improvement your company makes should have the end goal of solving a customer problem. So how does this apply to the healthcare and pharmaceutical industries? In The Beginning. Healthcare and pharmaceutical companies of yesterday served what seemed to be a fairly straightforward purpose: provide their customers (physicians) with access to and information surrounding newer and better

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Pharmaceutical Healthcare Customer Experience Entertainment 93

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.

Beyond Philosophy

JANUARY 17, 2018

Imagine that you bought a ticket to see a play for $20. But when it’s time to go to the theatre you have lost the ticket. Would you buy another ticket for the show for $20? The reason I ask is that it is a significant economic decision and not everyone places the same value on their $20. This leads me to the concept of fungibility. Unless you are an economist, you have probably never heard the word fungibility.

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Entertainment Customer Experience Sales 126

Fonolo

JANUARY 18, 2018

Three years ago Gartner reported that by 2018, more than 50% of organizations would implement significant changes in their efforts to improve the customer experience. In other words, the battle for delivering the best experience was predicted to become even fiercer. My thoughts? Gartner was bang on: We see more and more companies trying to improve their customer experience efforts ( just look at the awards we gave out last year ), and doing so will only become more critical.

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Customer Experience Social Media Contact Center Customer Feedback 0

UJET

JANUARY 18, 2018

Artificial intelligence (AI) is deemed by many as the next big thing in customer support. The concept of intelligent data or pattern-driven automation is exciting and we are seeing organizations welcome it with open arms. In fact, a recent study by Oracle titled, “Can Virtual Experiences Replace Reality?” found that nearly 80 percent of business leaders plan to or have already implemented AI into their customer support solution by 2020.

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Artificial Intelligence AI 69

Beyond Philosophy

JANUARY 16, 2018

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” The article’s author, though, quoted a study his company had conducted, saying that fewer than half of the CX professionals included felt that their colleagues shared this belief.

Government 83

Government CX Customer Experience 83

Fonolo

JANUARY 16, 2018

Last week I wrote about the cloud-based call center gang. This week, let’s look at the “legacy” gang. Yes, the term “legacy” is used in a negative way these days, but I don’t mean it that way. I just want to group together companies that have been selling call centers for many years, compared to the relative new-comers. (If there’s a nicer term, someone please let me know in the comments.).

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Contact Center Social Media Start-ups Innovation 67

Myra Golden Media

JANUARY 13, 2018

If you find it difficult to get your customer to stop telling you the story of just how inconvenienced they were, or are, and to stop rambling on about the problem, it’s likely because the customer is stuck in the past. You’re going to have to reframe the issue in the customer’s mind. That is, you must strategically move your customer out of a past problem to a focus on the present so that you can offer a solution.

Customer Service 59

Customer Service 59

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Taylor Reach Group

JANUARY 18, 2018

By: Peg Ayers . Peg’s Page. You know how time moves faster when holidays are coming up, and you have a huge to-do list? It was that time for me about 15 years ago when I realized I hadn’t figured out the holiday parade theme for my Contact Center. In our small city in the hills of West Virginia, we were the largest private employer. Our participation in the parade, which took place around Thanksgiving, was nearly mandatory.

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Contact Center Customer Experience 54

Beyond Philosophy

JANUARY 13, 2018

Colin Shaw and Professor Ryan Hamilton discuss how customers evaluate your organization. They do so buy looking at the interactions they have, but this is also affected by the ‘Halo’ that you project. What does this mean for your organization? How can you use this to improve your Customer Experience? Evaluate the people they are dealing with?

Customer Experience 79

Customer Experience 79

Customer Bliss

JANUARY 19, 2018

My mission throughout my career has been to highlight companies that choose to grow by honoring the lives of customers and employees. It’s been the basis behind my book, “ I Love You More Than My Dog, ” in which I highlight companies that base their culture on decision making that shows their humanity, and in turn, drives extreme customer loyalty in both the good times and the bad.

Retail 54

Retail Customer Loyalty 54

Confirmit

JANUARY 15, 2018

Market Research clients are demanding research faster than ever before as they struggle to keep up with consumer and market changes. To meet this demand, Market Researchers are constantly seeking new opportunities to be agile and automate as many processes as possible. New innovations and evolving technology are now available to help researchers turnaround projects faster and respond to client demands in an agile way.

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Innovation Technology Technology 53

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

Taylor Reach Group

JANUARY 16, 2018

CX and Contact Center Consulting firm working with major retailer to establish the most cost-effective, customer experience focused operational model for the Contact Center. TORONTO (PRWEB) January 16, 2018. The Taylor Reach Group, Inc. a globally recognized CX and Contact Center consulting firm, announced today that they are working with a major North American retailer to redesign their Contact Center operating model.

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Contact Center Retail CX Customer Experience 54

Beyond Philosophy

JANUARY 19, 2018

Colin Shaw and Professor Ryan Hamilton discuss how customers make intuitive and rational decisions. We learn that sometimes these can be in conflict with each other. It is important that you understand which system your customers are using. Brought to you by BeyondPhilosophy.com. IC5. The post How Do Customers Make Decisions Anyway? appeared first on.

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DMG Consulting

JANUARY 17, 2018

DMG Consulting Releases 2017 – 2018 Workforce Optimization Product and Market Report. 1/3/2018. New architectures and intelligent automation position WFO sector to suceed. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 – 2018 Workforce Optimization Product and Market Report.

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Contact Center Non-Profits Artificial Intelligence Text Analytics 48

Kerry Bodine

JANUARY 16, 2018

Journey mapping has become a regular practice both inside and outside of customer experience organizations. But are you getting the full mileage from your journey mapping efforts—or did your efforts stall upon delivery of the maps? Join me as I share the power of customer journeys to develop your self-service strategy. Following my presentation, Solvvy CEO Mahesh Ram will discuss how emerging advances in self-service technology compliments the journey mapping model and is paving the way to next

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Touchpoint Technology Technology Customer Experience 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

Customer Bliss

JANUARY 18, 2018

Overview. “I have a passion for customer service and customer care, and I know that I have high expectations.” says Kathy Tobiasen , VP of Customer Experience at The Nature’s Bounty Company. “When I give a company my money. I expect to be treated a certain way when I’m buying their products and services, and that’s my goal as I approach this work.” In this episode, Kathy talks to me about her path to the role of leader of customer experience.

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Customer Experience Business Administration B2C Manufacturing 51

CX Journey

JANUARY 17, 2018

Image courtesy of Pixabay Today I'm pleased to share a guest post by Paul Laughlin. This post was originally published on his blog on October 2, 2017. Do you have a stakeholder map? Is it up-to-date and do you use it? Those questions frequently come up when I’m working with clients. In either training or coaching, the need to "know your stakeholders" is a common one.

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Start-ups Gaming Sales Customer Experience 51

SugarCRM

JANUARY 17, 2018

Editor’s note: the following is a guest blog post in collaboration with Tracy Blanchard, an experienced freelance writer and business blogger, who focuses on providing advice for small businesses, customer service teams, and sales departments. Why should businesses be marketing to mobile-first customers? Mobile use has been on the rise for years, that’s no surprise.

Social Media 54

Social Media CRM Artificial Intelligence Sales 54

ClientSuccess

JANUARY 16, 2018

For innovative customer success leaders, preventing customer churn while increasing retention, revenue, and renewals is already top of mind. There are a myriad of ways to leverage your customer success team to decrease customer churn and help combat the negative costs associated with attrition. In our previous post “ The Trust Cost of Customer Churn: Part 1 ”, we discussed 3 major components of churn cost including the loss of recurring revenue, the loss of expansion opportunity revenue, and in

Customer Acquisition 40

Customer Acquisition Innovation Start-ups Sales 40

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

Confirmit

JANUARY 17, 2018

Why would you want to be in the middle? It’s OK for an hour or two, but long haul? No thanks. Yet the person in the middle can facilitate communication between the edges, share perspectives, join people together. Your organization’s middle managers are in the middle seat. How can you get the most out of their unique perspective and enable positive change across the business?

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Voice of the Customer Customer Experience Management Customer Experience 40

Heart of the Customer

JANUARY 16, 2018

My daughter was home from college this holiday break, and wanted to visit her brother in Ames, Iowa, about four hours away. As we’re a one-car family, she elected to take the bus. That started a series of inexcusable events that makes a CX enthusiast shudder in disbelief. It started when I went to buy her ticket. If the credit card doesn’t match […].

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CX Customer Experience 37

SugarCRM

JANUARY 16, 2018

As I’m sure you have heard by now, an emergency alert notification sent out over the weekend claiming a “ballistic missile threat inbound to Hawaii” was a false alarm. Pushing the “wrong button” was the explanation provided in an official timeline for that false warning. In truth, it’s a bit more complicated than simply pushing the wrong button.

Government 47

Government CRM Technology Technology 47

Fonolo

JANUARY 17, 2018

Chatbots have earned a number of pseudonyms over the last few years. Some are accurate representations of the technology; others are just downright wrong. I mean, you wouldn’t call your customer service agent by a different name other than the one they gave you, right? It’s important to understand that not everything that comes under the umbrella of artificial intelligence is considered a “chatbot”.

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Artificial Intelligence Contact Center Social Media Education 125

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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

Confirmit

JANUARY 16, 2018

The NPD Group, Inc. (NPD) is a Market Research company, operating in 20 countries, interviewing 12 million consumers a year, and monitoring consumer purchase data from over 165,000 stores. The NPD team is realistic – and proactive – about the challenges with getting consumers to complete surveys and to keep those that do engaged throughout the process.

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Provide Support

JANUARY 17, 2018

The value of keeping the right customers. Acquiring new customers is important, but retaining them is more profitable. In order for a business to survive, it needs money. To make money, you need customers. More specifically, you need happy and loyal customers. If your business focuses on customer satisfaction, it is more likely to keep these customers happy and returning.

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Customer Satisfaction Customer Retention Customer Loyalty 53