Callminer

AUGUST 1, 2017

Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Coping with unanticipated upticks in demand, staff turnover, and other common call center challenges only further complicate matters for managers working to create an efficient, productive, and effective team.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Beyond Philosophy

JULY 31, 2017

Over the past few months, I’ve noticed that “storytelling” has become a hot marketing buzzword. Branding agencies and consultants are embracing the notion that storytelling creates an authentic connection with your customers. There’s a growing crop of programs that teach you to tell stories in your own business. As a customer experience consultant, I think this is good.

Entertainment 125

Entertainment Gaming Start-ups Customer Experience 125

Uniphore

AUGUST 3, 2017

Chatbots, more Human than Humans? Chatbots have come a long way in a short space of time, and it looks like it’s only a matter of time before they are more human than human beings themselves. Read More.

100

100

DMG Consulting

AUGUST 2, 2017

Thank you for your interest in DMG Consulting’s publications. Please complete the registration form below. First Name * Last Name Email Address *. Monthly DMG Newsletter. I would like to receive the monthly DMG Newsletter. Name This field is for validation purposes and should be left unchanged. Close. The Omni-Channel Agent Experience. 7/27/2017.

Contact Center 96

Contact Center Social Media CRM Customer Relationship Management 96

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

Kerry Bodine

JULY 30, 2017

Journey maps have become one of the most popular tools for understanding and improving customer experiences. (Case in point: more than 1,000 people have downloaded our free journey mapping template since the beginning of this year.) But why are journey maps so popular? And why should you invest in developing them? Let’s start with the reasons that the underlying framework of the journey is so important.

Touchpoint 97

Touchpoint Start-ups Customer Experience CX 97

Beyond Philosophy

AUGUST 2, 2017

If your employees are satisfied with their jobs, you might be in trouble. I realize that sounds wrong. It seems as if employee satisfaction would be one key performance indicators for your organization. But in today’s competitive job market and customer experience landscape, employee satisfaction just isn’t enough. What you need to hold on to your team and have them deliver on the brand promise you made to your customers are engaged employees.

Customer Loyalty 121

Customer Loyalty Innovation Customer Experience 121

Fonolo

AUGUST 3, 2017

We’ve all had our share of amazing customer service experiences, and we can attest that when a company goes above and beyond the call of duty we not only share those experiences, we also become loyal customers. Sometimes these stories don’t get the attention they deserve. In fact, it’s more common that the stories we do hear about are the ones where customers are unhappy because of a bad experience.

Customer Experience 83

Customer Experience Hospitality Hospitality Contact Center 83

Myra Golden Media

AUGUST 1, 2017

Four minutes into the call and I could see I was heading for trouble. The customer was a storyteller and a rambler. Plus, she was mad. She’d already spoken to an employee in the field and to one of my employees at the corporate office. Now the call had come to me. I got the call literally just as I was picking up my book to head to the park to enjoy a quick lunch and hopefully a couple of chapters of my novel.

Customer Experience 83

Customer Experience 83

Kerry Bodine

JULY 31, 2017

Back in May 2014, I wrote a post titled The Connection Between Customer Satisfaction & Stock Price. The American Customer Satisfaction Index (ACSI) had recently made headlines, along with a 13-year financial analysis of the publicly traded companies in the index. Here’s the gist of my post: The ACSI had created a stock portfolio comprising companies with the highest customer satisfaction scores in its yearly study.

Customer Experience 72

Customer Experience Customer Satisfaction CX 72

Customer Bliss

AUGUST 1, 2017

Episode Overview. Tom is the Principle, Head of Member Experience at Aon Hewitt. While he’s been in customer-facing roles for about 25 years, he’s only been at Aon Hewitt since mid-2016. (Immediately prior, he was a Senior Customer Experience Analyst for Forrester.) Because he’s been in his role about 12 months, most of this conversation is focused on what he set out to accomplish in the first year — and what he thinks the next 6-12 months will look like.

Customer Experience 0

Customer Experience B2C Retail Government 0

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ProProfs

AUGUST 4, 2017

You feel relaxed after launching the big online training initiative and suddenly these questions start to haunt you: “How do I know if my learners understood the material or not? Was the training effective? Is the survey which I had shared with the attendees to get feedback was really enough or do I need something more?”. Every year, organizations globally spend millions of dollars on training.

Start-ups 65

Start-ups Sales Technology Technology 65

Fonolo

AUGUST 1, 2017

Customer satisfaction, otherwise known as CSat (when referring to the contact center), indicates overall customer happiness. If your business is experiencing low customer satisfaction scores you might be left scratching your head and asking “Why?” In fact, a recent report by Indiana University’s Kelley School of Business revealed that a wide cross-section of industries often overestimate their customers’ satisfaction.

Net Promoter Score 59

Net Promoter Score Contact Center NPS Customer Satisfaction 59

Waypoint Group

AUGUST 2, 2017

Cool quote from Blynn Buckley at Cloudera, a dear client and incredible program manager: “I always think of non-responders like the part of an iceberg you can’t see — there can be dangerous unknowns lurking that put renewals and account health at risk.” The analogy needs little explanation: our research continues to find that silent accounts (those accounts that are […].

NPS 56

NPS B2B Customer Feedback 56

CX Journey

AUGUST 3, 2017

Image courtesy of Pixabay Expectation = frustration? I recently saw an article with an image that included a quote from Antonio Banderas: Expectation is the mother of all frustration. Honestly, this is true in life, in all relationships. Think about it for a second: Aren't relationships much easier and much more relaxed when you have no expectations of the other party?

Customer Expectations 56

Customer Expectations Customer Relationship Customer Experience 56

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

DMG Consulting

AUGUST 1, 2017

Thank you for your interest in DMG Consulting’s publications. Please complete the registration form below. First Name * Last Name Email Address *. Monthly DMG Newsletter. I would like to receive the monthly DMG Newsletter. Name This field is for validation purposes and should be left unchanged. Close. Are You Ready for Digital Transformation? 7/20/2017.

Contact Center 48

Contact Center Artificial Intelligence Social Media Technology 48

Kate Nasser

JULY 29, 2017

With so much automation, why is the human touch still so key for great customer service and customer experience? Insightful list of reasons fr Kate Nasser The People Skills Coach™. The post Human Touch: Reasons It’s Still Key to Customer Experience | #CX appeared first on KateNasser.com.

Customer Experience 41

Customer Experience CX Customer Service Sales 41

ClientSuccess

JULY 31, 2017

We’re excited to announce that we were awarded the SIIA 2017 CODiE Award for Best Customer Success Management Solution. “It’s an honor to be recognized by industry experts and software peers with a SIIA CODiE Award.” said Dave Blake, ClientSuccess Founder and CEO. “Today we celebrate our team and our customers. Our mission is to help businesses around the world build relationships that last.

Innovation 40

Innovation Technology Technology 40

CX Journey

AUGUST 1, 2017

Image courtesy of Pixabay I originally wrote today's post for Clicktools. It appeared on their blog on November 28, 2016. Do you train your employees to talk to customers in company language or in customer language? Did you realize that your company has a language? Or that your industry has a jargon? And that those often (most of the time) differ from your customers' language?

Customer Experience 52

Customer Experience Customer Service 52

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

UJET

AUGUST 3, 2017

We have some exciting and helpful updates to share!

Omnichannel 56

Omnichannel 56

Win the Customer

JULY 31, 2017

According to research by Forrester, 77 percent of consumers claim that “valuing their time is the most important thing a company can do to provide them with good service.”. Businesses that are both thriving and progressive only get to such a level by mastering the art of pleasing and retaining customers. But even so, the best businesses are still more than eager to find new ways to improve their customer service experience.

Start-ups 100

Start-ups Customer Relationship Management Technology Technology 100

Totango

AUGUST 2, 2017

Part II of this video series of interviews with Totango customers features two companies who maximized their investment in Totango to solve for specific, but not uncommon, business use cases. See how Totango has proven itself to be a cut above. Nate Richardson, Business Operations Director and Analytics Manager, xMatters. Nate sits at the intersection of multiple teams at xMatters who all have different use cases for customer data, including the customer success, sales, marketing, support, and p

Business Operations 48

Business Operations Sales Technology Technology 48

Provide Support

AUGUST 3, 2017

Millennials now make up the largest consumer demographic with more spending power than any other generation. According to Accenture , while Millennials are already a potent force (spending approximately $600 billion each year), they will truly come into their own by 2020, when their spending in the US is projected to hit $1.4 trillion annually and represent 30% of total retail sales.

Customer Service 49

Customer Service Retail Sales 49

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

Win the Customer

AUGUST 4, 2017

Before ecommerce became a thing, there was only one type of common consumer: shoppers who would go into brick-and-mortar stores to buy what they needed. With the popularity and proliferation of online stores, two new types of shoppers have emerged: webroomers and showroomers. In a nutshell, webroomers are known for doing their homework online by checking out the things they want on websites before buying them in a regular store.

Social Media 77

Social Media Retail Sales Customer Service 77