Callminer

JANUARY 16, 2017

Mini-Miranda is a legal warning debt collectors are required to use at the beginning of communications with consumers, both written and oral.

Legal 182

Legal 182

Beyond Philosophy

JANUARY 16, 2017

Let’s face it; the holiday season is well over and becoming difficult to even remember. It’s time to get cracking. With a little effort, we should be back on track in no time. If only it were that easy! The truth is the hot mess we return to makes us want to pack up and head right back on holiday. Unfortunately, for the majority of us, this solution isn’t an option.

Customer Experience 141

Customer Experience 141

Uniphore

JANUARY 20, 2017

So one of the things that we hear and see frequently is that many organizations tend to have two groups within, both kind of oriented toward "How can we engage customers and get them to self-serve?" There's the digital side that's responsible for the web and mobile app, and then there's the voice side that's responsible for the IVR and the natural language.

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100

Bill Quiseng

JANUARY 16, 2017

This week’s guest post is from Teri Yanovitch , author of Unleashing Excellence – The Complete Guide to Ultimate Customer Service. You can learn more about Teri and her book at the end of her post. I am a big fan of Marriott International. With the recent acquisition of Starwood, Marriott is the world’s largest hotel company with over 5700 properties worldwide.

Entertainment 100

Entertainment Customer Service Customer Experience 100

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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.

Return Customer

JANUARY 19, 2017

Company Culture Trickles Down From the Top. The most successful businesses and brands typically follow the same path when it comes to leadership. If your employees and company culture are a priority to you, your customers and their experiences will be a priority to your employees. Leading by example is critical to the success of your company and is the beginning of what is known as the “waterfall effect.

Sales 88

Sales Customer Experience Customer Service 88

Beyond Philosophy

JANUARY 18, 2017

The Wall Street Journal has released its annual scorecard of U.S. airlines, sizing them up according to factors that matter to travelers, including delays, on-time arrivals and lost baggage. Overall, the newspaper reported, airlines did a better job on some measures in 2016 than in 2015, with 7 percent fewer late arrivals. Alaska Airlines earned top rank for the second year in a row, but as a customer experience consultant, I was just as interested in the airlines at the bottom.

Scorecard 122

Scorecard Customer Satisfaction Customer Loyalty Customer Experience 122

Comm100

JANUARY 19, 2017

According to Ruby Newell-Legner’s book, Understanding Customers, “It takes 12 positive experiences to make up for one unresolved negative experience”. As much as we may try and prevent them, negative experiences are a part of life. When our customers are unsatisfied with an interaction with or a purchase from our company, the best thing that we can do is apologize to them.

Customer Service 86

Customer Service Management Consulting Customer Retention Customer Satisfaction 86

Customer Bliss

JANUARY 17, 2017

Episode Overview. Jason Bradshaw is the senior leader for customer experience — same role as a CCO, essentially — for the Volkswagen Group Australia. He’s been there since October 2015. Previously he held similar executive customer-facing roles with Target Australia, Fairfax Media, and Singtel Optus. There are a lot of interesting aspects to my discussion with Jason, but one of the bigger ones is his hiring process, which was quite thorough.

Customer Experience 0

Customer Experience Government Engineering Education 0

Heart of the Customer

JANUARY 17, 2017

Dawn Mergenthaler has been leading CRM marketing teams for healthcare, retail, and Software-as-a-Service companies for over a decade. She works closely with customer experience (CX) professionals to understand the insights gained that can be leveraged for CRM. She’s well-known for partnering cross-functionally to improve the customer’s communication experience across an organization, ultimately working to improve […].

Customer Relationship Management 60

Customer Relationship Management Customer Relationship Healthcare CRM 60

Confirmit

JANUARY 16, 2017

Let’s face it, we’re in business to make a profit, right? In today’s competitive marketplace you need to be sure that every investment, be it in time or money, has a positive return. But, sometimes it seems that this is all easier said than done. For example, where can a Market Research firm hope to ‘find’ Return on Investment?

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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

Comm100

JANUARY 19, 2017

According to Ruby Newell-Legner’s book, Understanding Customers, “It takes 12 positive experiences to make up for one unresolved negative experience”. As much as we may try and prevent them, negative experiences are a part of life. When our customers are unsatisfied with an interaction with or a purchase from our company, the best thing that we can do is apologize to them.

Customer Service 79

Customer Service Management Consulting Customer Retention Customer Satisfaction 79

Customer Bliss

JANUARY 19, 2017

Many companies talk about having a customer-centric strategy. Not all actually do. There are some great companies at this out in different industries — this article profiles a few of them, for example. But if you attempted to apply a customer-centric strategy in 2016 (or even have it on the radar for this year), how do you know if it’s working?

Engineering 72

Engineering Voice of the Customer Business Growth Customer Experience 72

Heart of the Customer

JANUARY 16, 2017

Something different. I was recently interviewed by Netscout as part of their Expert Interview Series for CIO Brief. A copy is below. Enjoy! Jim Tincher is the Mapper-In-Chief of HEART OF THE CUSTOMER, where he helps brands understand how hard it is to be their customer. We recently asked for his insight on how businesses can better […]. The post Heart of the Customer in Expert Interview Series appeared first on Heart of the Customer.

Customer Experience 60

Customer Experience 60

CX Journey

JANUARY 19, 2017

Image courtesy of vigdor Do you know what it takes to stay ahead of the competition? Is that one of your business goals? I recently did an interview with someone for an article she was writing, and one of the questions was about competition and how to best research the competition. Other questions on the topic revolved around how businesses can stay relevant and how they can set themselves apart in over-saturated industries.

CEM 46

CEM Innovation VOC Customer Feedback 46

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

Provide Support

JANUARY 19, 2017

7 Tips for More Effective Communication with Customers And Coworkers. Strong communication skills have always been critical for career success. In customer service, an ability to communicate clearly and effectively with customers is more than just a nice skill that is desired to have. In fact, it’s an essential that ultimately defines the whole team productivity and customer satisfaction.

Customer Satisfaction 40

Customer Satisfaction Start-ups Customer Service Technology 40

Confirmit

JANUARY 18, 2017

Customer feedback. Call center records. Social media postings. CRM data. Financial and operational information. One thing that many Voice of the Customer programs don’t need is more data. In fact, most organizations are in danger of becoming ever more tangled up in the data they already have, as they struggle to understand the meaning of it all in order to drive business change and success.

VOC 40

VOC Social Media Voice of the Customer CRM 40

The DiJulius Group

JANUARY 18, 2017

Do you have a solid Customer Experience strategy for 2017? The experts of The DiJulius Group share some of their insights for what they believe will be key for this coming year. The following is by Dave Murray, Senior Customer Experience Consultant for The DiJulius Group. How To Prepare Millennials To Be Our Next Generation […].

CX 40

CX Customer Experience Customer Service 40

Kerry Bodine

JANUARY 17, 2017

I’m thrilled to announce the publication of our latest FREE eBook: The 2017 Customer Experience Outlook. My friends at Doberman and I recently reached out to our favorite customer experience authors, designers, and industry leaders shares to see what they’ve been thinking about at the beginning of 2017. And largely, it was our need to connect with each other: To build bridges across our organizations.

Outlook 38

Outlook Customer Experience 38

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

Qualtrics

JANUARY 19, 2017

Customer experience management is only for the determined: 70% of all customer experience transformations fail, according to research by McKinsey and Co. And of those failures, 72% can be attributed to employee resistance and unsupportive leadership behaviors. Ron Ritter and Will Enger from McKinsey & Company outline three steps to align front-line behaviors with the overall customer experience vision, increasing the chance for your program to succeed.

CX 25

CX Customer Experience Customer Experience Management Customer Satisfaction 25

Confirmit

JANUARY 17, 2017

With Confirmit Survey Designer, you can create surveys leveraging a huge range of features to increase response rates, including dozens of innovative question types, multimedia clips, and a powerful array of feedback methods, all designed to engage your audiences and capture the insights you need. Leveraging this powerful, yet easy-to-use working environment, you have the ability to author a survey once, then deploy it across multiple channels – including email, web, CAPI, telephone, mobil

Voice of the Employee 40

Voice of the Employee Voice of the Customer Innovation 40

1 to 1

JANUARY 19, 2017

The sense that retailers are under more pressure than ever was a major theme at the National Retail Federation’s annual Big Show in New York this week. Several large retail brands kicked off 2017 with announcements that they were laying off employees or closing altogether. Squeezed by online competitors and evolving customer tastes, Macy’s, Sears, The Limited, and American Apparel have said they will be closing some or all of their stores.

Retail 24

Retail 24

Customer Bliss

JANUARY 18, 2017

Guest Post by Michael Becker, content strategist at Sharpen. Better customer experiences equal happier customers. And happier customers are what carries business forward. They buy more, buy more often, and share their experiences with others. Though keeping customers happy is important, it isn’t always an easy task. More often than not, customers are already upset before they contact your customer service team.

Contact Center 84

Contact Center Customer Service Customer Experience 84

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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

Confirmit

JANUARY 16, 2017

Cognita is a worldwide group of more than 65 private schools in Europe, Latin America and South- East Asia. Part of the company’s mission is to respect the individuality of each school to ensure they retain their own unique ethos, with curricula and programs tailored to the needs of the parents and children it serves. To this end, Cognita commissioned a Global Customer Experience initiative to support organizational success through a deeper understanding of their customers: the pupils̵

Voice of the Customer 40

Voice of the Customer Touchpoint Customer Experience 40

Confirmit

JANUARY 16, 2017

QRS Market Research is the longest established independent data collection provider in the UK. The company undertakes many surveys that address sensitive or potentially contentious issues, and have an experienced, high-caliber team to gain respondents’ trust, enabling them to conduct meaningful interviews and gather true insight. QRS is a long-time user of Confirmit Horizons and this case study highlights how the company has made innovative use of the platform in its CATI (Computer Assiste

Innovation 40

Innovation 40