Callminer
AUGUST 9, 2017
With energy prices rising, the UK government recently announced an independent review into the total cost of electricity and factors that could be driving up the cost.
Heart of the Customer
AUGUST 7, 2017
I met Beth Berg—a customer experience researcher—at a journey mapping round table at this year’s CXPA Insight Exchange, and really enjoyed her approach. So, I invited her to get together and discuss her approach, and she agreed. First, tell us a little bit about yourself and your work. My area of expertise is bringing the […]. The post Bringing the Voice of the Customer into CX Design – and Interview with Beth Berg appeared first on Heart of the Customer.
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Beyond Philosophy
AUGUST 9, 2017
A Canadian food chain Iq Food Co. is like most of the others. It has an assortment of food choices ranging from snacks to meals and even coffee and tea. But if you want to buy anything at their soon-to-be eleven locations, your money is no good there—quite literally. Iq Food Co. does not take cash. The restaurant’s founder Alan Bekerman said it was one less thing to think about when he made the decision back in February 2016.
Win the Customer
AUGUST 7, 2017
In today’s world, more and more small business owners are realizing that they need to develop substantive, savvy online marketing strategies. In addition to optimizing conversion rates, taking this course of action can make the brand more influential and cutting edge. Below you’ll find just five of many strategies you can implement to make your web-based efforts sophisticated and successful: Pay-Per-Click Advertising.
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.
Fonolo
AUGUST 10, 2017
Whether you’re a customer service director, manager, or representative, reading a few good words of wisdom always seems to help inspire your next course of action. Especially when those words are from veteran leaders, who have said some amazing things about how to interact with your customers, and how to motivate you and your team to succeed. Let’s take a moment to read through our picks of the 5 most useful quotes for customer service professionals: 1.
Customers That Stick
AUGUST 7, 2017
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Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Taylor Reach Group
AUGUST 10, 2017
By: Sarah Hill – Stapley. The Taylor Reach Group’s (TRG) CEO and Chief Chaos Officer, Mr. Colin Taylor, announced today the addition of Peg Ayers to the Contact Center, Call Center and Customer Experience consulting firm. “Peg Ayers brings substantial Contact Center and Customer Service experience to Taylor Reach”, said Taylor. “Leading large Customer Service Centers for more than 25 years, Peg is undeniably one of the leading Contact Center experts in North America today.
Fonolo
AUGUST 8, 2017
As with any relationship, there are always ups and downs; good days and bad days. Sometimes you do things that can be forgiven (we all make mistakes right?), and some people are more forgiving than others. But we all have a breaking point, and sometimes, like with human relationships, businesses can also take loyal customers for granted, making mistakes so bad that they lose them forever.
Uniphore
AUGUST 7, 2017
Why Do Customers Keep Calling their Bank Call Center? Who is more likely to contact their bank's call center - Baby Boomers or Millennials? The answer may not be what you would expect. Read More.
Confirmit
AUGUST 9, 2017
Voice of the Customer dashboards are an excellent tool for sharing customer feedback and driving organizational improvements. Effectively designed dashboards help everyone in your organization understand and navigate CX data. Unfortunately, it can be challenging to decide what to include, what not to include, and how to organize it all effectively. In this webinar, Phil Durand, Confirmit’s Director of Customer Experience Management, shared best practices in dashboard design and showed you
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Customer Bliss
AUGUST 10, 2017
I have a friend who works in marketing. Even though the normal way we think about marketing involves everything being branded and polished, she says — and I mostly agree — that some of the best marketing “leans into the skid.” What does that mean? Well, your brand probably isn’t perfect. It has flaws and it makes mistakes.
Myra Golden Media
AUGUST 8, 2017
Look at the magic Christina worked with me today! This week, I’m filming video training for a client in Southern California. Each morning before we shoot, I get treated to makeup art by Christina, a talented, gorgeous and charismatic makeup artist. The first day I worked with Christina, she asked me about what I teach in my videos and training classes.
CX Journey
AUGUST 8, 2017
Image courtesy of Pixabay I originally wrote today's post for Clicktools. It appeared on their blog on December 30, 2016. How well have you thought out your candidate experience? Is it designed to attract or to frustrate? Do your candidates sing your praises, or do they regret the day their resumes crossed into your inbox? Do they feel like they've thrown their resumes into a sea of other candidates, waiting patiently for a response from your recruiter or the hiring manager, only for that respon
Totango
AUGUST 8, 2017
Part III of this video series of interviews with Totango customers features two companies who used Totango to frictionlessly scale their customer success operations and teams. If your company is at a similar stage, these videos can provide ideas about how you can achieve similarly impressive results. Anthony Enrico, Director of Customer Success, Emailage.
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.
Customer Bliss
AUGUST 8, 2017
Episode Overview. Stephen has held senior executive roles in marketing, customer growth, distribution, or product with Barclays, AMP, Frizzell, Berkeley Berry Birch, and Standard Life. The latter is the UK’s largest pensions and investment company. Stephen was there for about nine years total (4 in a CX-type senior role) but recently left — and we do cover that in the podcast.
Waypoint Group
AUGUST 9, 2017
Want to see a quick comparison of “insightful” analysis vs. merely showing data? I saw this poll presented the other night: Now imagine if the same poll were presented the way many companies show their Customer Satisfaction results: The first image shows the percentage of the population that feels a certain way, while the bottom chart shows (a fictionalized version […].
InteractionMetrics
AUGUST 10, 2017
Whenever I run a webinar on how to drive ROI from customer experience, I get an unusually high number of registrants. This leads me to believe that while there are more customer experience (cx) roles than ever before, great customer service itself is not seen as an ROI generator. But thinking about customer experience as […]. The post Ready to Get ROI on Your Great Customer Service?
Confirmit
AUGUST 9, 2017
We talk about a lot of things in the crazy, mixed up world of Customer Experience. Satisfaction. Recommendation. Easiness. We also talk about trust , but I don’t see it as a metric as often as the others. When dealing with someone, we know if we trust them but it’s hard to quantify. It probably works best as a relative measure, if that one organization is perceived to be more or less trustworthy than another.
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?
ClientSuccess
AUGUST 8, 2017
This live webinar is over and is now available as a recorded version. You can watch the recorded version here. Webinar Details. Aaron Fulkerson, CEO of MindTouch, interviewed Dave Blake, CEO of ClientSuccess, about the major mistakes to avoid in the onboarding process. Register to watch the recorded webinar here: Customer Success Pitfalls to Avoid During the Post-Sale Process.
Beyond Philosophy
AUGUST 7, 2017
Disney has fired the latest salvo in the theme park Customer Experience wars, announcing a Star Wars themed resort where guests will become part of the world of Jedi, droids and the Galactic Empire. “It’s unlike anything that exists today,” said Bob Chapek , chairman of Walt Disney Parks and Resorts. “From the second you arrive, you will become a part of the Star Wars story!
InteractionMetrics
AUGUST 10, 2017
Whenever I run a webinar on how to drive ROI from customer experience, I get an unusually high number of registrants. This leads me to believe that while there are more customer experience (cx) roles than ever before, great customer service itself is not seen as an ROI generator. But thinking about customer experience as […]. The post Ready to Get ROI on Your Great Customer Service?
Confirmit
AUGUST 7, 2017
No one likes a tattle tale. But there are times when you see something so unsettling that you just have to speak up. So, here I am - tattling. Now, I won’t be so awful as to call out company or individual names. What I want to talk about today has been happening so often, that I think it’s becoming a trend – one you executives need to know about and address ASAP.
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.
ProProfs
AUGUST 10, 2017
“Your most unhappy customers are your greatest source of learning” – Bill Gates. Indeed. To be honest, an angry customer is a real pain in the neck. If forget about this fact, settle down and do a spot of thinking, it will be easy to figure out that a client is a real exploratory bonanza. As a matter of fact, entrepreneurs realized the whole potential of customer development only in the beginning of 1990s, thanks to Steve Blank who is one of Silicon Valley pioneers.
InteractionMetrics
AUGUST 10, 2017
Whenever I run a webinar on how to drive ROI from customer experience, I get an unusually high number of registrants. This leads me to believe that while there are more customer experience (cx) roles than ever before, great customer service itself is not seen as an ROI generator. But thinking about customer experience as […]. The post Ready to Get ROI on Your Great Customer Service?
InteractionMetrics
AUGUST 10, 2017
Whenever I run a webinar on how to drive ROI from customer experience, I get an unusually high number of registrants. This leads me to believe that while there are more customer experience (cx) roles than ever before, customer experience itself is not seen as an ROI generator. But thinking about customer experience as an […]. The post Ready to Get ROI on Your Great Customer Service?
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