Callminer
OCTOBER 31, 2016
In today’s customer landscape, the “customer experience” has evolved from a buzzword to a top priority for any organization regularly interfacing with customers. And for good reason: Research shows customer satisfaction has the power to create happy and loyal customers, in addition to directly impacting the bottom line. Forrester, in fact, reports that the revenue […].
Beyond Philosophy
NOVEMBER 2, 2016
Have you ever spent a night at a hotel, on business, and been charged a “resort fee” even though you never had time to take advantage of the pool, the spa or any of the other “amenities?”. I have, and I wasn’t happy about it. Nor was I pleased when I was charged to park in a sprawling suburban parking lot, or when I saw the $5 price tag on the bottled water in my room.
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Customers That Stick
OCTOBER 31, 2016
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Heart of the Customer
OCTOBER 31, 2016
At CXPA events I often run across new attendees with a familiar story. They’re obsessed with customers, and they want to transform their companies to be more customer-focused. They desperately want to change their companies! But they’re not in a customer experience (CX) role. How, they ask, can they change their company if their company […]. The post Creating Radical CX Change, the Quiet Way appeared first on Heart of the Customer.
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.
Provide Support
NOVEMBER 2, 2016
7 Tips for Maintaining A Positive Attitude in Customer Service. There’s no surprise that customer service is among occupations that commonly involve quite a high number of stressful experiences. This might gradually influence our reactions and behaviors, and invisibly cause the outcomes that are not really in our best interests. Exhaustion, anxiety, lack of motivation, uncertainty and frustration are reported as most common issues resulting in overall burnout and occupational hazard in customer
Beyond Philosophy
OCTOBER 31, 2016
Like millions of Wells Fargo customers, Lorraine and I have checked to see if we had any accounts opened with the bank without our consent. Like millions of Wells Fargo customers, we don’t trust them because they lied. In today’s context, their Code of Ethics sounds absurd: Wells Fargo’s reputation as ‘one of the world’s great companies for integrity and principled performance’ sounds laughable in light of the scandal where employees opened millions of fraudulent customer accounts to hit product
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Customer Bliss
NOVEMBER 3, 2016
Customer analysis is no doubt an important topic in CX. We’re up into the 20s on episode count for my podcast , but back in Episode 3 I interviewed Scott Dille of Northern Trust. We talked a lot about creating a customer room — they call it a CPX studio — which can be a really valuable tool for customer analysis. I’ve written about this idea of a customer room many times, from this post in November 2015 entitled “Build A Customer Room And Engage The Company”
The DiJulius Group
NOVEMBER 2, 2016
The Real Problem With Customer ServiceThe real problem with customer service is the mindset most leaders have of what it takes to deliver good customer service: “Hiring good people with common sense and soft skills.” That is totally wrong! It is so much more than that. The first part is the term “common sense” which […].
Comm100
NOVEMBER 3, 2016
“Opportunities are like sunrises. If you wait too long, you miss them.” – William Arthur Ward. You’ve probably noticed that customers hate waiting, whether it’s in person, online or on the phone. This frustration can actually do real damage to your bottom line: according to a study conducted in the U.K. , 41% of shoppers have abandoned a purchase due to long wait times, and 86% avoid shops if they perceive the queue to be too long.
Kate Nasser
NOVEMBER 2, 2016
JOIN Kate Nasser, The People Skills Coach™ and global community in #PeopleSkills Twitter chat SUN. Nov. 6th 10amEST/3pmGMT to explore integrating and balancing emotional intelligence & IQ. The post Balancing Emotional Intelligence & IQ: JOIN People Skills Chat Nov. 6 appeared first on KateNasser.com.
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Customer Bliss
NOVEMBER 1, 2016
Episode Overview. Brenda Wensil is the Chief Customer Officer at the Department of Education Federal Student Aid Office. In her role, she is constantly striving to help the 40 million students paying their student loans — as well as the 22 million students who are applying. . Funding your education is obviously a very important aspect of many people’s lives (it’s central to the idea of “The American Dream,” for example), so Brenda’s work has a near-constant
InteractionMetrics
OCTOBER 31, 2016
It seems that we’re asked to take a customer satisfaction survey with nearly every purchase. But do you ever wonder…do they really care what I have to say? Our 2016 Customer Listening Study, the first of its kind, evaluated the customer satisfaction surveys of 51 top US retailers.
CX Journey
NOVEMBER 2, 2016
Image courtesy of cheryl1906 For today’s post, it was my pleasure to collaborate with Ben Motteram to compile some ideas you may not have considered with regards to ways you can measure how well you're delivering your customer experience - without hiring a consultant to do the work with or for you. For over 20 years, Ben has been developing customer acquisition and retention strategies for a variety of industries; he is currently a customer experience consultant in Australia.
InteractionMetrics
OCTOBER 31, 2016
It seems that we’re asked to take a customer satisfaction survey with nearly every purchase. But do you ever wonder…do they really care what I have to say? Our 2016 Customer Listening Study, the first of its kind, evaluated the customer satisfaction surveys of 51 top US retailers. The main finding: retailers like Lowe’s and […]. The post Retailers Waste Time with Critically Flawed Surveys appeared first on Interaction Metrics.
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.
InteractionMetrics
OCTOBER 31, 2016
It seems that we’re asked to take a customer satisfaction survey with nearly every purchase. But do you ever wonder…do they really care what I have to say? Our 2016 Customer Listening Study, the first of its kind, evaluated the customer satisfaction surveys of 51 top US retailers. The main finding: retailers like Lowe’s and […]. The post Retailers Waste Time with Critically Flawed Surveys appeared first on Interaction Metrics.
InteractionMetrics
OCTOBER 31, 2016
It seems that we’re asked to take a customer satisfaction survey with nearly every purchase. But do you ever wonder…do they really care what I have to say? Our 2016 Customer Listening Study, the first of its kind, evaluated the customer satisfaction surveys of 51 top US retailers.
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