Callminer

JANUARY 7, 2016

TCPA compliance has increased in importance due to last year’s FCC Declaratory Ruling. Read how TCPA safe harbor and speech analytics can help.

Compliance 182

Compliance 182

Uniphore

JANUARY 4, 2016

The emergence of liberalisation, privatisation & globalisation coupled with thriving population, climbing GDP growth, rising disposable income & increasing consumer expenditure across different economies of the world have fueled the growth in global retail industry & created numerous opportunities for all kinds of players in retail segment.

Retail 178

Retail 178

Customers That Stick

JANUARY 7, 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 97

Customer Service 97

Win the Customer

JANUARY 4, 2016

According to human psychology, the human brain cannot think in words or alphabets, it thinks in images or pictures. As customer experience leaders we need to be more proactive in creative a vision for experience rather than just empty affirmations of service. When Microsoft decided to eliminate its controversial stack ranking system for employees, the decision was widely discussed by Wall Street and business professionals around the world.

Customer Experience 93

Customer Experience Customer Relationship Management Customer Relationship Innovation 93

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.

Beyond Philosophy

JANUARY 7, 2016

We have had a significant increase in the number of organizations contacting us for help with their Customer Experience program. Their program has plateaued and now they don’t know what to do. In many cases the initial focus on Customer Experience and new customer measures, like Net Promoter, delivered some improvements but they have been short-lived.

Predictive Analytics 74

Predictive Analytics Education Customer Experience CX 74

Heart of the Customer

JANUARY 6, 2016

Sometimes, your customers just want to feel heard. A number of years ago, I was travelling for a job interview and booked a night at a Hampton Inn. I awoke and looked to take a shower when I discovered a problem. My room had no hot water. I dressed and went to the front desk […]. The post Your Frontline Workforce Shouldn’t Leave Your Customers Feeling Cold appeared first on Heart of the Customer.

Customer Experience 60

Customer Experience 60

Win the Customer

JANUARY 6, 2016

Using Framing techniques for customer experience, we can focus the attention of people in our organizations and win the critical buy-in needed with leadership to create a culture of customer focus. Framing is an effective technique for focusing the attention of people within a specific concept. Amos Tversky and Daniel Kahneman are often seen as the founders of Framing theory in management and the term was initially used by Fairhurst and Sarr.

Customer Experience 72

Customer Experience CX Customer Experience Management Customer Service 72

Beyond Philosophy

JANUARY 7, 2016

We have had a significant increase in the number of organizations contacting us for help with their Customer Experience program. Their program has plateaued and now they don’t know what to do. In many cases the initial focus on Customer Experience and new customer measures, like Net Promoter, delivered some improvements but they have been short-lived.

Predictive Analytics 60

Predictive Analytics Education Customer Experience CX 60

Kate Nasser

JANUARY 2, 2016

Differing views can fuel success; workplace personality conflicts stifle it. How well are your teams doing? Leadership people skills checklist from The People Skills Coach™. The post Workplace Personality Conflicts: Seek Results Not Revenge | #leadership appeared first on KateNasser.com.

56

56

Customer Bliss

JANUARY 7, 2016

Using survey scores alone to quantify and drive action puts CX work (and your role) in the “leap of faith” category. The connection between improved scores and improved customer growth is not always clear. That means ‘Customer Focus’ is a top agenda item of the organization, but it’s not easily quantified. How to Earn Customer Growth. Embracing customers as assets shifts the attitude of leaders and ultimately the organization.

Social Media 56

Social Media CX Technology Technology 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

Win the Customer

JANUARY 8, 2016

In order to succeed in any business, it’s critical to map out needs and wants of customers and prospects in order develop a business focused on meeting the customer experience expectations of its audience. The biggest problem with starting a new business is that, by definition, it is new. An entrepreneur venturing into a new industry cannot know what is around every dark corner, especially if these shadows have never been explored.

CX 69

CX Business Administration Start-ups Sales 69

PeopleMetrics

JANUARY 6, 2016

It’s a new year, a time when many start to consider future goals. Time to lose weight. Ditch cable TV. Meditate. But more often than not, these champagne-tinged resolutions tend to fizzle out. So how do your business resolutions stand a chance? How can you keep pressure on your goals for customer experience improvement ? I have a suggestion: measure something.

Customer Experience 48

Customer Experience Start-ups 48

Provide Support

JANUARY 5, 2016

Live chat console tricks for support operators. Probably it’s true for most of us that even within applications that we use for years on regular basis we sometimes discover some hidden features or a different way of handling the application which we would never come to know about unless an accident happened. Why wait for an accident! Today I would like to share with you a few tips and tricks which I personally find very helpful in making the work of the live chat support operator easier an

46

46

Customer Bliss

JANUARY 7, 2016

Using survey scores alone to quantify and drive action puts CX work (and your role) in the “leap of faith” category. The connection between improved scores and improved customer growth is not always clear. That means ‘Customer Focus’ is a top agenda item of the organization, but it’s not easily quantified. How to Earn Customer Growth. Embracing customers as assets shifts the attitude of leaders and ultimately the organization.

Social Media 47

Social Media CX Technology Technology 47

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

The DiJulius Group

JANUARY 6, 2016

It is NOT the employees’ responsibility to have high Service Aptitude; it is the company’s job to teach it to them. WHO’S TO BLAME? If your employee disappoints your Customer, whose fault is that? Typically, the blame is placed on the employee for using poor judgment or being indifferent to the Customer. However, 99 percent […].

Gaming 40

Gaming Customer Service 40

Kate Nasser

JANUARY 7, 2016

Belonging needs & impact is our #PeopleSkills global Twitter chat topic Jan. 10th 10amET/3pmGMT. JOIN The People Skills Coach™ to explore its importance & impact in life. The post Belonging: JOIN #Peopleskills Chat Jan. 10th 10amET/3pmGMT appeared first on KateNasser.com.

41

41

InteractionMetrics

JANUARY 8, 2016

It’s a familiar scenario: you call a company’s customer service, get your problem solved…and then discover it wasn’t solved at all. It’s a frustrating experience—but a preventable one. Companies that solve all problems in one call offer the best customer experience and maximize their efficiency. Take, for example, a guest who called a resort after booking a vacation.

Customer Service 40

Customer Service Customer Experience 40

Customer Bliss

JANUARY 5, 2016

Desire is an emotion that will earn growth & prosperity for your business. Click To Tweet. Customers desire a reliable experience. That’s why I harp on the phrase “earn the right to grow.” Desire is an emotion that will earn growth and prosperity for your business. If you deliver a reliable experience, your customers and clients will desire to have it again.

Social Listening 40

Social Listening Outlook Social Media Innovation 40

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

CX Journey

JANUARY 5, 2016

Image courtesy of hayley.vallejo Can you use journey maps to develop a new product or service? A question similar to that was posed to me on Twitter several months ago after I published my post on The Most Import Rule of Journey Mapping. Specifically, the question Andreas Jonsson posed was: How about customer journeys that are still in the making and thus have no users/customers yet?

Customer Experience 40

Customer Experience 40

1 to 1

JANUARY 3, 2016

As we embark on a new year, we can't forget the dominant trends of 2015. From virtual reality to the rise of the digital world, the past year saw emerging technologies that will likely help to elevate the customer experience throughout 2016. 1to1 Media covered numerous trends that influenced the customer experience. Let's revisit our top 10 articles based on the number of page views.

Customer Experience 37

Customer Experience Technology Technology Customer Loyalty 37

Return Customer

JANUARY 6, 2016

In the last decade, there has been an influx of customer experience platforms that all offer the ability to capture data and give actionable insights to deliver exceptional customer service. Without a doubt, these platforms provide metrics that produce valuable guidance when it comes to customer retention, average handle time, first call resolution , service levels, response times, and even customer churn.

Customer Service 89

Customer Service CRM Contact Center Actionable Insights 89

Customer Bliss

JANUARY 5, 2016

Desire is an emotion that will earn growth & prosperity for your business. Click To Tweet. Customers desire a reliable experience. That’s why I harp on the phrase “earn the right to grow.” Desire is an emotion that will earn growth and prosperity for your business. If you deliver a reliable experience, your customers and clients will desire to have it again.

Social Listening 40

Social Listening Outlook Social Media Innovation 40

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

CX Journey

JANUARY 8, 2016

Image courtesy of Woods | Damien I originally wrote today's post for Intradiem. It appeared on their blog on July 16, 2015. Are you focusing on a benchmark that may not or may no longer be a valid mark to strive for? I recently came across the following Chinese parable, and as I often do, wondered how this story might apply to customer experience measurement and management initiatives.

NPS 37

NPS Gaming Voice of the Customer Customer Experience 37

1 to 1

JANUARY 5, 2016

Companies in the private sector continue to adopt customer experience metrics such as customer effort score and Net Promoter Score to get a better handle on how satisfied customers are and to help determine whether customer experience investments are paying off. As government agencies become more citizen-centric, the public sector is also beginning to apply greater focus to applying customer experience measurements.

Net Promoter Score 32

Net Promoter Score Customer Experience Government Voice of the Customer 32

1 to 1

JANUARY 5, 2016

From graphics to storytelling, video games have evolved significantly since the good ol' days of Pong. But, for Xbox One users, The Mall promises to revolutionize the at-home shopping experience, as well. With the help of Von Bismarck, a Dublin-based television e-commerce company and veteran of Microsoft Venture, users can try clothes on from the comfort of their living room using the console's Kinect motion-tracking camera.

E-commerce 31

E-commerce Gaming Customer Experience 31

1 to 1

JANUARY 6, 2016

For many people, the holidays have become synonymous with mobile apps and devices. It's not unusual to see people checking text messages during or after the family meal, playing games during a flight, or shopping for gifts on an app. But this behavior doesn't change the reality that mobile apps are hitting a plateau. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Sales 24

Sales Gaming 24

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