Win the Customer
AUGUST 10, 2016
We’ve all heard the all saying that “the customer is always right”, but is the customer really always right? Of course! Here are four reasons why: The Customers Make the Business. One reason that many businesses still go by the “customer is always right” standard is that they know how important their customers are. A business without customers is just a group of people pitching a product to deaf ears.
Beyond Philosophy
AUGUST 10, 2016
There is a shift in power for Telecoms in the Asia Pacific region toward the consumer. It parallels a shift in the overall mindset of consumers in this area, one of a more commanding and capricious customer. In other words, the Customer Experience matters here more than it did even a couple of years ago. Are you ready? A new global survey released by Amdocs last month reported a trend in the region where consumers demanded more control and personalization in their Customer Experiences with the
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Customers That Stick
AUGUST 8, 2016
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PeopleMetrics
AUGUST 10, 2016
We work with a number of banks and credit unions, all of which are committed to using customer feedback to deliver a great customer experience. We recently aggregated data from across all of our clients to see what we could learn about overarching trends in banking customer experience. Here are five highlights from the study, which you can download in full here. #1: Customers are reporting positive experiences. 54% of all customers that give feedback on their experience also recognize an employe
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Win the Customer
AUGUST 9, 2016
This year, the number of people using a third-party, touch-based system to make payments on their smart devices will increase 150 percent, according to Deloitte Global. That figure indicates a reach to some 50 million regular users. It seems consumers are quickly adapting to mobile payment systems in droves, but many companies have neglected to keep pace.
Beyond Philosophy
AUGUST 8, 2016
Right now, people from all over the world are leaving their schedules, their responsibilities, and their diets at home and getting away for much-needed rest. If they show up at your registration desk/exit row/car counter/hostess stand, how are you going to be deliberate about creating a great moment in their Customer Experience? Or will you be too busy to anticipate their needs?
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Customer Bliss
AUGUST 11, 2016
Personally, I mostly tend to respect MBAs when they enter a business. There are dangerous elements to what we teach MBAs , yes — it’s possible to create a culture where everyone is trying to “make the quarter,” and that’s not necessarily the best recipe for long-term growth — but in general, MBAs are smart, capable people.
CX Journey
AUGUST 11, 2016
Today I'm pleased to share a guest post by Ben Motteram , aka CXpert. His post includes an interview with Olivia McMillan of REA Group. CX Journey delved into the concept of lean management a few weeks ago. At its core, lean management is about maximising customer value while minimising waste. It originated as a manufacturing process in Toyota after the Second World War and has since been adapted beyond manufacturing to software development, logistics and distribution, retail, healthcare, constr
Beyond Philosophy
AUGUST 9, 2016
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Over the past few years, we have seen the growth of b2b and b2c market research online communities, or MROCs. Companies can, for example, conduct qualitative research, such as juries and panels to evaluate alternative communication concepts and executions. They can do straight customer loyalty and customer value research by recruiting panels of forum participants.
Provide Support
AUGUST 11, 2016
What It Takes to Have a Best Performing Customer Service Team. There are many reasons why you should care to build a great customer service team. One is, customer service is as important to a business as any other department, such as sales or marketing for example. It takes at least as much time and effort as other aspects of a business in order to move forward and succeed.
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.
Comm100
AUGUST 11, 2016
There are so many different customer service support channels these days that it can be hard to know where to focus your efforts. Luckily, an operator with the right skills can handle multiple channels like a champion. The following list will provide you with 20 skills that customer service operators need to strengthen support across channels. While many of the following skills are considered “soft skills”, like optimism and honesty, they are still skills we believe all operators can
Kate Nasser
AUGUST 8, 2016
Customer Service Outburst: What brings customer service reps to lose it w/ customers? A park ranger story about Lake Nockamixon. From The People Skills Coach™. The post Customer Service Outburst: 5 Needs That Ruin Customer Experience appeared first on KateNasser.com.
The DiJulius Group
AUGUST 11, 2016
The Answer’s Yes I hate the word “NO!” I can’t believe how many people from so many companies use it. It should be stricken from the English vocabulary. That may be a little severe, but it certainly should be stricken from any Customer interacting employee’s vocabulary. I was speaking at a prominent hotel in Las […].
InteractionMetrics
AUGUST 10, 2016
Benchmarking has a history of helping businesses compete in global markets. But these days, many companies are missing out on the opportunity to innovate due to an over-reliance on benchmarked metrics. The practice of benchmarking was born in the 1950’s with companies like GE and Toyota. Then, what was in vogue was a process called […].
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.
CX Journey
AUGUST 9, 2016
Question everything! Last week I wrote about catalytic questioning , a concept derived by Hal Gregersen, a wise man who focuses on innovation, disruption, and questioning the norm in order to wreak havoc on the status quo. I know. Some people say that "disrupt" is an over-used, cliche business term. I disagree. At any point in time, we are either disrupting or being disrupted.
Kate Nasser
AUGUST 10, 2016
In People Skills global Twitter chat SUN. Aug. 14 (#PeopleSkills), we will explore what impacts human behavior. JOIN The People Skills Coach™ & community. The post What Impacts Human Behavior? Join People Skills Chat Aug. 14th appeared first on KateNasser.com.
1 to 1
AUGUST 10, 2016
A few weeks ago I received a box full of clothes even though I hadn't purchased them. This wasn't a fortuitous accident (although that would have been great). The clothes were sent by the company Stitch Fix. How it works is shoppers create a profile about their clothing size and style preferences and a stylist with the aid of algorithms selects merchandise that may appeal to each customer.
Customer Bliss
AUGUST 9, 2016
Episode Overview. In this episode, we explored yet another unexpected place where customer experience is taking hold: the government. Stephanie Thum, Vice President of Customer Experience for the Export/Import Bank of the United States, explains how the mandate for service in government has led to wide spread action across many government agencies to address and rethink how they serve. .
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?
Kate Nasser
AUGUST 7, 2016
Leadership attack responses: 5 Smart effective options, besides attacking back, for leaders in responding to verbal attacks. Latest fr The People Skills Coach™. The post Leadership Attack Responses: Smart Effective Options appeared first on KateNasser.com.
1 to 1
AUGUST 10, 2016
Stitch Fix's secret sauce is its data. According to Forbes, Stitch Fix has a team of 80 data scientists who build algorithms that crunch mountains of data including a customer's occupation and zip code to find clothing that the customer is likely to keep. For the record I purchased 3 out of the 5 items that were sent to me. Data-driven businesses like Stitch Fix represent enormous opportunities to deliver more personalized products and services to customers.
1 to 1
AUGUST 8, 2016
The opening Olympic ceremonies in Rio de Janeiro got off to a disappointing start. According to Nielsen, the broadcast was down 35 percent from the 2012 London Opening ceremonies. The opening ceremonies this year drew 25.5 million viewers. However, a closer look at the overall viewership across devices and screens reveals what might wrap up as digital media's gold metal moment.
1 to 1
AUGUST 9, 2016
When company executives explore mergers and acquisitions (M&A), they typically focus their due diligence on key areas such as the strategic fit between the two companies, whether margins for the target company are growing or shrinking, liabilities held by the target company, whether there's an overlap between the respective customer bases, if there are any hidden dangers lurking with systems integration, etc.
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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
1 to 1
AUGUST 8, 2016
Earlier this year while attending Walker Information's B-to-B Customer Experience Summit in Denver, I met an attendee from a financial services company whose role includes evaluating the customer experiences of the company to be acquired. The purpose of these assessments, he explained to me, is to gauge whether the customers in question represent a good cultural fit for his company and to determine how satisfied the acquiree's customers are and whether there's a lot of work that w
1 to 1
AUGUST 7, 2016
Content is being consumed across a wider range of channels, devices, and even through virtual reality. Consequently, viewers watching this year's games from second-screen devices are expected to top out at 85 percent, according to Global Web Index, which also estimates users will spend an average of 41 minutes watching online video. Additionally, fans on Rio 2016's Facebook page are expected to exceed 1.4 billion.
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