Callminer

JULY 5, 2017

In today’s customer-focused business world, that means you need to view customers as the boss. At the very least, focus on their concerns and satisfaction.

Customer Satisfaction 182

Customer Satisfaction 182

Beyond Philosophy

JULY 3, 2017

For many organizations, the initial improvements in Customer Experience have long since passed. The early gains in Net Promoter Score (NPS) have faded into legend and the NPS now languishes in a plateau, quarter after quarter. Many organizations are scratching their heads wondering, “What now? However, they would be better off asking, “What’s next?”.

NPS 117

NPS Net Promoter Score Customer Loyalty Customer Experience 117

Win the Customer

JULY 3, 2017

Even though it doesn’t it may seem like every day, a new mass crime takes place in a public area. The frequency and severity of these events has made many people feel scared about routine activities, such as going shopping. As the manager of a store, you can use these four tips to create a safe shopping experience for your customers. Install Video Monitoring and Metal Detection Systems.

Education 103

Education Business Management 103

Customer Bliss

JULY 6, 2017

Let’s talk about silos for a second. The concept of silos is so pervasive in business that I don’t even need to define what they are for you — there’s nearly a 100 percent chance you already know. And, to be honest, they’ve been around for years. Machiavelli was actually writing about them in 1513. There’s an argument among some future of work thought leaders that silos don’t even need to exist anymore.

CX 97

CX Customer Experience 97

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Callminer

JULY 5, 2017

We’ve put together this list of 50 top marketing and analytics podcasts to make the search a bit less painful for you.

Entertainment 182

Entertainment 182

Heart of the Customer

JULY 6, 2017

And neither should you. In CX, we love to talk about our survey results. We report the latest Net Promoter Scores, or show how we did in satisfaction last quarter. Yet, as I talk with CX practitioners, I hear about how it’s often hard to get the business to care. And, really, why should they? […]. The post Your business doesn’t really care if your customers are likely to recommend you appeared first on Heart of the Customer.

Net Promoter Score 92

Net Promoter Score CX Customer Experience 92

Provide Support

JULY 6, 2017

Customer engagement is the future of e-commerce. – Brennan Loh, head of business development of Shopify. Now that global consumers are able to purchase nearly anything they wish on whatever device they want and wherever they happen to be, the eCommerce customer experience has dramatically changed. And while competition has grown and will continue to grow (according to Big Commerce, eCommerce is growing 23% year-over-year ), businesses of all sizes ultimately must learn to separate themselv

E-commerce 59

E-commerce B2C B2B Customer Experience 59

Customer Bliss

JULY 4, 2017

Episode Overview. Mark Slatin is the Director of Client Experience for Sandy Spring Bank. They won CX Innovation Awards in both 2015 and 2016, so he seemed like a great person to bring on and discuss what he’s doing with his team — and how/why. About Mark. Mark leads the client experience efforts at Sandy Spring Bank, the oldest and largest independent Maryland-based bank.

CX 57

CX Net Promoter Score Real Estate Manufacturing 57

CX Journey

JULY 5, 2017

Image courtesy of Pixabay Customer focus. at what cost? Are you kidding me? I recently attended a webinar about how to develop a customer-centric culture. One of the questions during the Q&A at the end of the webinar was something along the lines of, "Doesn't more customer focus means less focus on products, etc.?" I happened to have just taken a sip of my coffee, and I think it came out of my nose.

CX 55

CX Customer Experience 55

Confirmit

JULY 5, 2017

This year was my third year as an ACE Awards judge, and having enjoyed the category for Insight through an MR Agency last year, I grabbed that one again. This is the award for Market Research businesses who are running Voice of the Customer programs for their clients. It’s a growing area for many forward-thinking research businesses who are able to use their technological and methodological skills to ensure companies are able to drive business change from customer feedback.

Close the Loop 45

Close the Loop Voice of the Customer Actionable Insights CX 45

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

Customer Service Training

JULY 3, 2017

Thomson Travel Agents Customer Service Training video; relevant to any role; it shows the difference we can all make.

Customer Service 52

Customer Service 52

ClientSuccess

JULY 5, 2017

As any SaaS professional knows, even the best laid plans sometimes hit roadblocks. For customer success leaders, these roadblocks or pitfalls can be the tipping point between customer satisfaction and customer churn. 5 Common Success Post-Sales Pitfalls. In order to make sure your CSMs are prepared, take a look at these common post-sales pitfalls, strategies for success, and best practices at every point of the post-sales customer lifecycle to ensure critical issues don’t slip through the cracks

Sales 40

Sales Customer Satisfaction Customer Relationship NPS 40

Beyond Philosophy

JULY 5, 2017

I was shopping for a graduation card the other day, and all of them seemed to say something like this: “Dream big and reach for the stars, your goals are within reach and you are on your way to an amazing future.”. If I was just getting out of school I would find this rather terrifying. I think I’d much prefer a hearty “Congratulations – well done!” instead of a bunch of vaguely inspirational words reminding me how far I had yet to go.

Start-ups 130

Start-ups Customer Experience Sales 130

Confirmit

JULY 7, 2017

For business to consumer (B2C) organizations the customer experience can make or break your brand. Consistently superior brand experiences give you a significant edge over the competition, while disappointing ones lead straight to lost revenue. Success therefore depends upon understanding where you are delighting – or failing – your customers, and making decisions to improve results.

VOC 40

VOC B2C Actionable Insights Voice of the Customer 40

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

Customer Service Training

JULY 3, 2017

25 Skills for Excellent Customer Service; customer service is changing - do you have what it takes?

Customer Service 52

Customer Service 52

Confirmit

JULY 7, 2017

Running a contact center is a costly and complex business, and often it's value to the organization is overlooked or misunderstood. This causes management to focus primarily on efficiency metrics to measure success while failing to realize the potential of the contact center to serve as a driver of long term profitable customer relationships, and a source of competitive differentiation.

Contact Center 40

Contact Center VOC Voice of the Customer Customer Relationship 40

Confirmit

JULY 7, 2017

For business to consumer (B2C) organizations the customer experience can make or break your brand. Consistently superior brand experiences give you a significant edge over the competition, while disappointing ones lead straight to lost revenue. Success therefore depends upon understanding where you are delighting – or failing – your customers, and making decisions to improve results.

VOC 40

VOC B2C Actionable Insights Touchpoint 40

Confirmit

JULY 7, 2017

Financial Services consumers increasingly rate the customer experience, along with the financial stability of their institution, as the most important factor in determining their degree of trust in and loyalty to their provider. When FS customers call the contact center they now expect a higher level of expertise and personalization, and they expect their prior digital interactions – on the corporate website, mobile applications etc, etc – to be tracked.

Contact Center 40

Contact Center Social Media Touchpoint Voice of the Customer 40

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

Confirmit

JULY 6, 2017

The stakes in delivering a high quality experience at the moment of customer engagement are especially high since insurers usually only engage policyholders at the time of sale, renewal, or when a claim is filed. At the same time, insurers have been doubling their compliance efforts in an age of increased regulatory demands. Ensuring customer expectations are met while adhering to legal guidelines challenges insurers to continuously retool and retrain the contact center workforce on both technic

Contact Center 40

Contact Center Legal Compliance Voice of the Customer 40