Callminer

SEPTEMBER 25, 2016

A well-run call center is one where agents create meaningful relationships with customers. Take a look at CallMiner’s list of 7 call center best practices.

Contact Center 182

Contact Center 182

Beyond Philosophy

SEPTEMBER 28, 2016

How we feel affects how we behave. Understanding the connection between our feelings and our decisions is an essential foundation for creating customer loyalty and retention. If you aren’t sure this is true, then ask yourself: would I open a Yahoo email account today? Yahoo is in the news all over the world. No longer because of their appointment of an up and coming CEO (that just happened to be female).

Customer Loyalty 167

Customer Loyalty Sales Customer Experience CX 167

Customers That Stick

SEPTEMBER 26, 2016

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Customer Service 164

Customer Service 164

Win the Customer

SEPTEMBER 28, 2016

Customer feedback and consumer reviews are very important aspects of any business activity. Traditionally, small retail businesses that keep a brick-and-mortar presence have been able to gather customer feedback immediately and on the spot. These days, however, large companies have many tools that can help them collect and analyze consumer reviews and feedback.

E-commerce 120

E-commerce Customer Feedback Retail Customer Service 120

Advertisement

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Callminer

SEPTEMBER 26, 2016

There is no denying that an efficient call center is one where agents address customer concerns in a prompt and thorough manner, creating meaningful relationships with customers at each and every point of interaction. But, the question is: What does it take to establish a well-organized and efficient call center? Earlier this year, we brought […].

Contact Center 140

Contact Center 140

Beyond Philosophy

SEPTEMBER 26, 2016

We all have habits. Some of them are good, and some, well, aren’t. But for good or ill, habits drive our behavior every day, and even more so when we are customers. In my latest book, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level , Professor Ryan Hamilton of Emory University and I explore habits and their influence on how customers behave.

Customer Experience 167

Customer Experience 167

Heart of the Customer

SEPTEMBER 27, 2016

Have you created journey maps? The Customer Experience Professionals Association and Heart of the Customer want to learn more about your experience! The survey is closing soon, so make sure to get your response in before it does! Whether you created the journey map for your own company or another, we’d love it if you […]. The post The CXPA and Heart of the Customer want your feedback (Last Chance!

Customer Experience 92

Customer Experience 92

Customer Bliss

SEPTEMBER 29, 2016

Customer complaints are everywhere, and happen all the time. The word “complaints” is a bad word, yes — on the surface. But there’s power in customer complaints, just as there’s power in any feedback. Quickly, before we get to the action items on this post: think of your favorite brands. Consider brands that you love. You buy from them all the time.

Social Media 95

Social Media Customer Feedback CX Sales 95

Kate Nasser

SEPTEMBER 25, 2016

Have you ever worked with/for people who crave change? 5 keys to understanding & succeeding with them from Kate Nasser, The People Skills Coach™ |Leadership Teamwork Employee Engagement. The post Leadership: 5 Keys to Succeeding With Leaders Who Crave Change appeared first on KateNasser.com.

90

90

ClearAction

SEPTEMBER 29, 2016

Advancing Customer Experience Expertise in CX Month optimizecx. Customers are the lifeblood of everyone’s food on the table. No matter what your income source is, it’s fueled by customers. That’s why October is one of my favorite months. It’s a time when customer experience professionals take extraordinary care to thank customers — and employees who make a difference in customer experience (CX).

CXM 66

CXM CX Customer Experience B2C 66

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

CX Journey

SEPTEMBER 27, 2016

Image courtesy of jronaldlee How do you recognize the weak signals in your business? Have you heard the story about the boiling frog? As told in Wikipedia , it goes like this: If you drop a frog in a pot of boiling water, it will of course frantically try to clamber out. But if you place it gently in a pot of tepid water and turn the heat on low, it will float there quite placidly.

Social Media 66

Social Media Innovation Government Technology 66

Comm100

SEPTEMBER 28, 2016

Is your customer churn rate burning a hole in your retention plan? If so, you’re not alone. When it comes down to it, most companies are losing far too many customers. According to this article by Frederick F. Reichheld in the Harvard Business Review, the average company loses about half its customers in a fiver-year period. Half. Can you imagine how much revenue you lose when 50% of your customers walk out the door?

Customer Retention 62

Customer Retention Start-ups Customer Acquisition Customer Satisfaction 62

Kate Nasser

SEPTEMBER 29, 2016

JOIN us in People Skills global Twitter chat to explore deep reasons to serve others in work & life. Host: Kate Nasser, The People Skills Coach™ & community 10amET Oct. 2nd. | Leadership, Teamwork, Customer Service. The post Deep Reasons to Serve: JOIN People Skills Chat Oct. 2nd | #PeopleSkills appeared first on KateNasser.com.

Customer Service 68

Customer Service 68

Customer Bliss

SEPTEMBER 27, 2016

I can’t believe we’re at 21 episodes of The Chief Customer Officer Human Duct Tape Show. At about one per week (plus admittedly I think I missed a week or two), that means we’ve been talking to guests for about six months now. It’s been awesome! Even though I’ve been doing this type of work since 1983, I’m consistently learning new aspects of the craft and re-energizing my own customer focus for my clients by talking to these guests.

Healthcare 56

Healthcare Engineering Hospitality Hospitality 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

Kerry Bodine

SEPTEMBER 26, 2016

Join us for a hands-on customer journey mapping workshop in the heart of San Francisco! I’m thrilled to announce our next open enrollment workshop: November 2, 9:00 – 5:00 & networking cocktails. November 3, 9:00 – 4:30. Whether you’re just getting started with customer journey mapping or looking for a methodology refresh, our two-day interactive workshop will help you develop the skills and know-how you need to effectively employ journey mapping within your organization.

Customer Journey Map 48

Customer Journey Map Customer Experience 48

The DiJulius Group

SEPTEMBER 28, 2016

This is one of my favorite new phrases. Think about it. Nearly everything can be copied: the products or services that you sell, your décor, website functionality, menu, and prices. Can you really out-work your competition? Can you out-think them? The one area you can get a distinct competitive advantage is by out-loving the businesses […].

Customer Service 45

Customer Service 45

InteractionMetrics

SEPTEMBER 27, 2016

Our company recently began working with a website optimization service. As the introductory phone call drew to a close, our new account manager asked me to take a customer satisfaction survey—and told me, “That’s how I get paid.” This was useless, awkward, and inappropriate. It showed that what I had to say didn’t really matter. […].

Customer Satisfaction 45

Customer Satisfaction Net Promoter Score NPS Customer Survey 45

Customer Service Training

SEPTEMBER 29, 2016

Customer Service Charades; another game with purpose for you to use in your customer service training

Customer Service 52

Customer Service Gaming 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

Kerry Bodine

SEPTEMBER 26, 2016

Join us for a hands-on customer journey mapping workshop in the heart of San Francisco! I’m thrilled to announce our next open enrollment workshop: November 2, 9:00 – 5:00 & networking cocktails. November 3, 9:00 – 4:30. Whether you’re just getting started with customer journey mapping or looking for a methodology refresh, our two-day interactive workshop will help you develop the skills and know-how you need to effectively employ journey mapping within your organization.

Customer Journey Map 48

Customer Journey Map Customer Experience 48

Waypoint Group

SEPTEMBER 28, 2016

Readers of this blog know that you don’t get to root-cause from surveys: Just like a doctor can’t provide a proper cure without a full examination, you’ll learn symptoms from your questionnaires, but there are far too many variables to be able to understand customer expectations, including how and where those expectations are set and managed.

Customer Expectations 40

Customer Expectations VOC 40

1 to 1

SEPTEMBER 29, 2016

Yesterday at Advertising Week in New York City, MLB, NBA, and NFL executives shared their thoughts on the evolution of customer engagement in major league sports and why they’re experimenting with new technologies from live video to virtual reality. “Kids learn about sports differently today,” commented Dawn Hudson, CMO of the NFL. “They’re always on a screen, in fact we call Generation Z the 5-screen generation.

Sports 47

Sports Innovation Technology Technology 47

Provide Support

SEPTEMBER 27, 2016

The key to any business success is building trust and establishing strong relationships with customers as those are the main factors that contribute to customer loyalty and generate more sales. Very often though, we unknowingly create barriers that discourage customers from doing business with us, sometimes simply because we don’t realize they exist.

Customer Loyalty 89

Customer Loyalty Sales Customer Service Customer Experience 89

Advertisement

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

1 to 1

SEPTEMBER 29, 2016

It's expected in life that most relationships will eventually end. Whether it's through a change in career, the breakoff of a relationship, or an impending move, farewells are as much a part of life as hellos. Today I say farewell to 1to1 Media. It’s been a wonderful journey, one that I’m proud to have taken part in. It started with the concept of CRM and continued onward through many advancements to the customer experience.

Omnichannel 40

Omnichannel CRM Customer Experience 40