Callminer
OCTOBER 22, 2015
Customer engagement analytics is critical to understanding the complete customer journey and improving the customer experience overall. Read how in CallMiner’s latest blog post.
Uniphore
OCTOBER 19, 2015
The hottest trend in business today is what your call center is all about: extraordinary customer service. The writing is on the wall: By 2020, see fast resolution as their #1 need. Customer experience will make you or break you, but what exactly do you need to do to keep your customers satisfied? Read More.
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Beyond Philosophy
OCTOBER 22, 2015
Science has begun to predict the intensity of emotions in others with accuracy. This fact is important because when you can predict emotions, you can also plan for them in your Customer Experience. Why do we need to plan for emotions? Simply put, because then we can manage them in others when necessary. Over 50% of any Customer Experience behavior is driven by emotions.
Win the Customer
OCTOBER 23, 2015
Steve Jobs once said, “It is not the customer’s job to know what they want.” He’s completely right. It’s not their job, it’s yours! In order to deliver a positive customer experience, you need to have more than a pleasant support team and a solid product. You need to know both what customers need as […].
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Customers That Stick
OCTOBER 22, 2015
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PeopleMetrics
OCTOBER 22, 2015
In our last post, we covered the difference between customer satisfaction and customer effort score. Both of those metrics are good for examining transactional elements of the customer experience. As we discussed, the best customer experience metric for your business is a matter of finding the best fit for your business. In this post, we’ll take a look at two more advanced fits: Net Promoter Score and customer engagement.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Win the Customer
OCTOBER 19, 2015
Focus your efforts in maximizing the ability to give customers the option of solving their own issue to save everyone time and money. Between the stack, the cloud and the help desk, common IT solutions for small businesses can get pretty confusing if you let them. But with all the options out there, it’s important […].
Provide Support
OCTOBER 21, 2015
How to Prevent Customer Service Agent Burnout. I wish I knew it before, when I just started my career as a customer service representative. It would save me many restless moments and probably let enjoy my job more at some points of my life. But I also believe that any knowledge comes exactly when you really need it. And now when I am conscious of the burnout challenge and have some experience under my belt, I am happy to share my tips on how to prevent or avoid occupational burnout in customer s
PeopleMetrics
OCTOBER 19, 2015
When we work with future clients, we often get a lot of questions about customer experience metrics. But sometimes buyers get stuck on the golden metric. The world champ. The metric to rule them all. The one number that everyone and every business should focus on. Let me be straightforward: there isn't one. We don't have a universal measurement that every company can use to improve customer experience.
Comm100
OCTOBER 23, 2015
We’ve all been there: a customer wants you to ship a product in a color that you’ve never even heard of before, or demands a refund for a subscription they’ve been enjoying for seven months already. While you want to help them to the best of your ability, you also know that fulfilling their demands could run your business into the ground. It’s a difficult situation, because common wisdom dictates that, “the customer is always right.”.
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.
ClearAction
OCTOBER 20, 2015
Customer Experience for the Future: Context is King. Every job exists thanks to customer funding. As Peter Drucker said, “The customer is the foundation of a business, and keeps it in existence.” And as Dr. Deming said, “What everyone in a company does can be reduced to one of two functions: to serve the customer or serve someone who does.” But how many employees in your organization see their job this way?
Kate Nasser
OCTOBER 18, 2015
Experienced leaders don't have to become jaded. Add to this long list of what you can still discover! Leadership development from Kate Nasser, The People Skills Coach™. The post Experienced Leaders: What Can You Still Discover? | #leadership #peopleskills appeared first on KateNasser.com.
Heart of the Customer
OCTOBER 21, 2015
by Shawn Phillips As a self-professed retail geek, I’m always noticing prices and deals that retailers offer. More than that, though, I notice what these prices really mean. What are you saying to a customer when you set the price of a product? It’s a good question, because you end up saying a lot. Price […]. The post Guest Post: Shawn Phillips appeared first on Heart of the Customer.
CX Journey
OCTOBER 22, 2015
If you ever wanted to know a little more about me - and my leadership style and challenges - here's your chance. I was honored and thrilled when Jim Rembach invited me to join him for a chat on his FastLeader Show. I've known Jim for a few years; he's a great guy, and he knows his stuff. And he knows how to host a fun podcast. It was an energetic conversation from the moment we started!
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.
ClearAction
OCTOBER 20, 2015
Customer Experience for the Future — Key #1: Context is King Lynn Hunsaker. Every job exists thanks to customer funding. As Peter Drucker said, “The customer is the foundation of a business, and keeps it in existence.” And as Dr. Deming said, “What everyone in a company does can be reduced to one of two functions: to serve the customer or serve someone who does.
Kate Nasser
OCTOBER 21, 2015
Social media has been popular for years. What have we learned about social media faux pas? Discuss and explore improvements in social media interaction during #Peopleskills Twitter chat w/ The People Skills Coach™. The post Social Media Faux Pas: JOIN People Skills Oct. 25th 10amET appeared first on KateNasser.com.
Customer Bliss
OCTOBER 22, 2015
When your experience is unreliable, the most powerful way to grow will suffer: positive word of mouth. With social media becoming a shiny object, along with a lot of Customer Experience tactics, the tendency is to go out and implement the “wow” moments. But reliability has to come first – otherwise money spent on the “wow” is wasted investment.
CX Journey
OCTOBER 20, 2015
Image courtesy of Joey Dunne I originally wrote today's post for Intradiem. It appeared on their blog on April 23, 2015. There's a lot of talk about how much effort a customer is required to put forth in order to complete some task with an organization, whether it's to buy a product, to get an issue resolved, or to do something else. There's even a away to measure this effort, using the customer effort score (CES).
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?
Comm100
OCTOBER 21, 2015
We all know the old adage, “you never get a second chance to make a first impression.” But did you ever stop to think that this concept also applies to your live chat service? It can be difficult to form the right greetings to gain a client’s trust. But a customer’s judgment dictates your ability to serve him or her. So let’s take a closer look at the importance of effective greetings and how you can harness the power of a good first impression—virtually.
The DiJulius Group
OCTOBER 21, 2015
CX Love – Customer Experience Officers are committed to a life of transforming how people are treated. Well then, what happens when two CXO’s meet, fall in love and eventually get married? Can you imagine what their wedding vows would be? Check it out CXLOVE. The best three-minute speech – While the 2015 Secret Service […].
1 to 1
OCTOBER 21, 2015
More and more companies recognize customer experience as a competitive differentiator as traditional markers like price and product features fade. Consumers are demanding better experiences, control, and choice across industries. In response, companies are investing in tools and technologies to give them insights into customer behavior and prioritizing customer experience initiatives in pursuit of their goals.
Qualtrics
OCTOBER 23, 2015
Have you ever been shopping in a store and gotten the impression that the people there didn’t really care about your business? Maybe you walked around the same aisle a few times, hoping that you’d get a salesperson’s attention, but they all seemed preoccupied with other customers or tasks. Did you leave the store totally frustrated? That store didn’t just lose your business; it lost an opportunity to learn anything from you—for example, why you came in, or how your experience could’ve been bette
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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
ProProfs
OCTOBER 23, 2015
Do you want to create surveys that have more than 90% completion rates? We help you build exactly such surveys with our custom welcome and thank you page feature. It not only improves the response rate of your surveys but also builds trust and encourages honest responses. This feature is especially useful when you are creating business surveys such as the Share Your ProProfs Experience survey we created.
1 to 1
OCTOBER 20, 2015
One of the best pieces of advice that's offered by customer experience professionals is that when it comes to designing a customer experience, be sure to approach it from the customer's point of view. This axiom is especially applicable when crafting mobile customer experiences. Think about what it's like to be a customer using a smartphone. The screen is small, so the font for a company's mobile app or mobile website should be easy to read.
1 to 1
OCTOBER 20, 2015
Happy Back to the Future Day, everyone! That's right. Today's the day Marty McFly and Doc Brown arrive from the past to change the course of history once again. Yet, while we probably won't see Doc's DeLorean (or any other car, for that matter) zipping through the air any time soon, fans across the Internet can't stop comparing fictional 2015 with the real thing.
1 to 1
OCTOBER 18, 2015
After nearly two years since their initial merger, American Airlines and US Airways officially became one airline on Saturday. And after a million hours of training and more than 9,000 tests of kiosks, the airline is facing the last remaining hurdle where mergers are concerned: going live with their combined reservations system. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney
Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib
Qualtrics
OCTOBER 20, 2015
The Baymard Institute has reported that 68 percent of online shoppers put products or services in their cart, and then leave them sitting there without checking out. That’s called cart abandonment, and if you’re a marketer who works for an ecommerce company, or a company with a significant online sales channel, it might not be a very surprising stat.
Qualtrics
OCTOBER 19, 2015
Yesterday at the gym I had an epiphany about customer experience programs. I had hopped on the stationary bike and after a few minutes of warming up, I increased the resistance by about five or six notches. After 15 minutes, my muscles were feeling pretty good and I hadn’t even broken a sweat—I was dominating my workout! So I decided to take things to the next level and add some more resistance.
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