Callminer

JANUARY 14, 2016

Workforce optimization in the call center can lead to improved agent performance and better interactions with customers. Read more.

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Beyond Philosophy

JANUARY 14, 2016

Isn’t it a company’s first priority not to harm their Customers? I maybe old fashioned but surely ensuring your Customers’ safety is your BIGGEST responsibility as a brand. Apparently, someone should have reminded Fiat Chrysler. Fiat Chrysler was fined $70 Million by the National Highway Traffic Safety Administration (NHTSA). Why? Failing to report fatalities, injuries, and warranty repairs.

Transportation 101

Transportation Sports Engineering Sales 101

Bill Quiseng

JANUARY 10, 2016

This week’s guest post is from leadership consultant and keynote speaker Bill Hogg. I have been an avid reader of his blog where he writes about “the critical relationship between leadership, employee engagement and delivering an exceptional customer experience as a competitive advantage.” So I’m honored that he has offered to share his customer service insight here.

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Customer Service Sales Customer Experience 97

Customers That Stick

JANUARY 14, 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 98

Customer Service 98

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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.

Win the Customer

JANUARY 15, 2016

Meeting customer expectations is incredibly important for any business that wants to be successful today. It takes careful management and a number of strategies to keep customers satisfied. Unsatisfied customers could potentially harm your business by giving bad reviews or simply stop making purchases. Here are six tips to make sure you are meeting your customers’ expectations.

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Customer Expectations Customer Satisfaction Sales Customer Feedback 98

PeopleMetrics

JANUARY 13, 2016

The vast majority of my banking customer experiences happen outside of a bank. And if I think about it, I would find it rather disconcerting if I found myself in a bank. Why am I here? I would think. Is something wrong with my account? Why is it so quiet in here? Do you think the cashier will give me a lollipop? As it is wont to do, technology has spurred the evolution of personal banking into new and surprising forms.

Customer Experience 54

Customer Experience Start-ups Technology Technology 54

C3Centricity

JANUARY 15, 2016

Happy New Year to all C³Centricity Readers! First some exciting news for you. We are updating the Members area of our website, with a whole new look and feel. There will also be more content with a great new series of webinars to watch, and new templates, presentations, case studies and videos for you to review and [.]. The post Best Marketing Quotes of 2015 & their Implications for Your Business appeared first on C3Centricity.

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Win the Customer

JANUARY 11, 2016

Continuous improvement is a key characteristic of the most successful customer experience. Successful service organizations realize that no service initiative is perfect and have a framework in place to capture results and analyze them for potential improvement towards better customer experiences. Many of the quality management practices the Japanese manufacturing system is well-known for can be traced back to statisticians like W.

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Customer Experience Manufacturing Customer Service Customer Feedback 94

Kerry Bodine

JANUARY 13, 2016

I’m often asked about customer experience conferences: What’s out there? Where am I speaking ? Which conferences would I recommend? I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals.

CEM 48

CEM CX Contact Center Customer Loyalty 48

Customer Bliss

JANUARY 14, 2016

With a customer listening path in place, your leaders and the organization will become personally involved in understanding the lives of your customers. Your customer listening method will provide a constantly refreshing source of information organized by journey stage. Leaders will be able to understand customers’ lives with a connection to customer behavior and growth, as well as to the data.

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Scorecard Legal Finance Start-ups 56

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

JANUARY 15, 2016

Image courtesy of Leo Reynolds A lot of elements comprise the employee experience. Many, ironically, start with the letter E. Last year, I wrote about some of the employee lingo that gets bandied about, often interchangeably - and, sadly, incorrectly so. For whatever reason, as I started writing today's post, I was reminded of that post. Regardless, the lingo I'm writing about today is more specific to what makes up the employee experience.

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Start-ups Education Customer Experience 48

Win the Customer

JANUARY 13, 2016

According to the Forrester Research Group, almost two billion people worldwide owned a smartphone in 2014. That number is expected to more than double by 2019. In other words, mobile technology will become ever easier and more convenient to use. Businesses have had to move quickly to keep pace, making sure their websites are mobile-friendly, so they don’t lose out on the many customers who prefer to connect through a smartphone.

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Social Media Technology Technology Sales 85

Comm100

JANUARY 14, 2016

If there is one thing that’s certain, it’s that modern consumers are much more tech-savvy than those from past generations. As technology continues to open new avenues for innovation and business transformation, so too will the shopping and buying habits of consumers. Consequently, as newer technologies enable more ease in performing business transactions, consumers will have higher expectations when it comes to customer service and sales support.

Customer Service 0

Customer Service Social Media Non-Profits Sales 0

Customer Bliss

JANUARY 12, 2016

A customer listening path unites leaders and the organization in understanding experiences that impact customer growth or loss. When you focus on listening to your customer by using your “one-company” listening path method ( CX competency 3 ), you are able to utilize feedback and tell the story of how your customers experience your business.

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Social Media Gaming Customer Survey CX 48

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

Kate Nasser

JANUARY 10, 2016

A very telling teamwork case study of a leadership dilemma with a self-serving team member. Lessons learned from Kate Nasser, The People Skills Coach™. The post Leadership Dilemma: Self-Serving High Performing Team Member appeared first on KateNasser.com.

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InteractionMetrics

JANUARY 15, 2016

Your company’s brand: it represents the qualities and values of your products and services. So shouldn’t your customer service showcase your brand? Branded customer service gives your brand substance and depth. While your competitors are busy showing their brand simply through advertising, you’ll be cementing your brand through the lived customer experience.

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Customer Service Touchpoint Customer Experience 40

The DiJulius Group

JANUARY 13, 2016

I came up with this idea while running and introduced at last year’s #secretservicesummit. As an avid runner, one of my favorite things to do whenever I get to a new city is to explore it on a run. When I do this, I always take note of how the local runners greet one another. […].

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Customer Service 40

Customer Bliss

JANUARY 12, 2016

A customer listening path unites leaders and the organization in understanding experiences that impact customer growth or loss. When you focus on listening to your customer by using your “one-company” listening path method ( CX competency 3 ), you are able to utilize feedback and tell the story of how your customers experience your business.

Social Media 44

Social Media Gaming Customer Survey CX 44

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

Kate Nasser

JANUARY 13, 2016

One path to resilience is resourceful creative thinking. JOIN The People Skills Coach™ in people skills global Twitter chat Jan. 17th 10amET/3pmGMT on how to do it better. The post Resourceful Creative Thinking: JOIN #Peopleskills Chat Jan. 17th appeared first on KateNasser.com.

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ProProfs

JANUARY 9, 2016

Sometimes it’s important to get information from students about how they are learning. You might need to find information on how people learn, what they are interested in learning about and why they are looking to learn things. You can use this information to tailor your plans for interacting with students through all of your assignments. If done right, you will have an easier time getting to know your students and helping them learn more.

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CX Journey

JANUARY 12, 2016

By now you can probably tell that this is a favorite topic of mine! I was honored to be asked to join MindTouch CEO Aaron Fulkerson for an AskMeAnything podcast on journey mapping; I could talk about that all day! Journey maps are such important tools to have in your CX toolbox. The reasons and the benefits are endless. The main reason to journey map?

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Customer Journey Map NPS Sales CX 39

1 to 1

JANUARY 11, 2016

It's the time of the year again when savvy customer experience leaders are planning their strategies for 2016. Separating their organizations from their competition is no longer about price and features; instead it's about providing quality customer experiences. As leaders analyze their objectives for 2016, here are five key customer experience trends to focus on.

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Customer Experience Social Media Customer Loyalty Sales 36

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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

Beyond Philosophy

JANUARY 12, 2016

As 2015 fades into history and 2016 starts, why not take a minute to peruse some of the most popular posts on career advice that can prepare you for a fabulous 2016, in reverse order… My Top 10 Most Popular Posts from 2015. #10: The First 90 Days. You never get a second chance to make a first impression, or to relive your first 90 days at your organization.

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CX Customer Experience 107

Provide Support

JANUARY 13, 2016

Millennials , also known as Generation Y, are among us and before you even know it, they will make up most of your customer base. Besides being the largest demographic in the marketplace, Millennials have greatly redefined the customer experience and continue to challenge businesses to keep up to their ever-changing expectations. Accenture predicts that in the US by 2020 their retail spending is expected to hit $1.4 trillion per year , which is a huge share of the global spend.

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Customer Experience Retail Customer Service 57

1 to 1

JANUARY 13, 2016

Auto companies are at the beginning of a major transition as they peer into a future where people may not want or need to own vehicles. In an increasingly on-demand and subscription-based economy, manufacturers are exploring a wider range of ownership models and rides-as-a-service programs to keep pace with changing customer behaviors and expectations.

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Manufacturing 30

1 to 1

JANUARY 12, 2016

The Federal Trade Commission (FTC) has issued an extensive report summarizing a number of areas that businesses need to consider when making use of Big Data to ensure that outcomes with consumers aren't discriminatory. The report, entitled Big Data: A Tool for Inclusion or Exclusion? Understanding the Issues, takes a careful look at how Big Data is used after it has been collected and analyzed.

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Customer Experience 29

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

Retail

1 to 1

JANUARY 12, 2016

Christmas trees have begun to collect on the curb outside our window--including one of the pre-lit, artificial variety, oddly enough--indicating that the holiday season has officially come to an end. Yet, while stockings may no longer hang by the chimney with care, brands can still use the lessons learned over the last few months to develop new strategies for the year ahead.

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Customer Loyalty Customer Experience 28