Callminer

SEPTEMBER 17, 2015

Speech analytics plays a pivotal role in driving call center compliance. Take a look at how.

Compliance 182

Compliance 182

Beyond Philosophy

SEPTEMBER 15, 2015

Did you know Netflix’s Net Promoter Score (NPS) is higher than the cable companies? It is, and it is one of the reasons we see growth in Netflix and continued dissatisfaction with cable companies. I love Netflix. It is simple. You can start and stop it when you want. My recent experiences with my cable company have been the complete opposite. This poor Customer Experience is one reason I now use Netflix more than my cable company.

Net Promoter Score 153

Net Promoter Score NPS Retail CX 153

Customers That Stick

SEPTEMBER 14, 2015

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 153

Customer Service 153

PeopleMetrics

SEPTEMBER 17, 2015

In a past job, my superiors were excited about what they called the “elephant-and-rider metaphor.” It comes from psychologist Jonathan Haidt’s 2006 book, The Happiness Hypothesis , and it compares your emotional, automatic mental processes to an elephant—lumbering, inflexible, and massive. And your rational mind? That’s a tiny human riding atop the elephant—well-intentioned, nimble, holding the reins and the illusion of control.

Customer Experience 120

Customer Experience Construction Start-ups Voice of the Employee 120

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.

Comm100

SEPTEMBER 14, 2015

If you work in customer service, then you know that words are incredibly powerful. According to psychologists Mark Waldman and Andrew Newberg, words are so powerful, in fact, that even just the sight of a negative word like “no” can release dozens of stress-producing hormones in your brain. But the right words also have the power to create happy, life-long customers.

Customer Service 93

Customer Service 93

Beyond Philosophy

SEPTEMBER 17, 2015

When was the last time you got an email from your CEO suggesting that you need to be concerned about how your Customer feels? For the vast majority of you, my guess is your answer is never, unless of course you work at Starbucks. Starbucks CEO Howard Schultz sent a memo to his 190,000 retail employees and I think it’s brilliant—and a window into why Starbucks does such an excellent job with their experience.

Retail 142

Retail Customer Experience CX Customer Satisfaction 142

Customer Bliss

SEPTEMBER 15, 2015

When you take on journey mapping, make your first action gaining agreement on the names of the stages of your customer journey. This is very important. It’s the beginning of shifting from thinking silos to thinking about what customers are trying to achieve as a result of their interaction with you. It’s helpful to think about every stage as a complete experience.

82

82

Kate Nasser

SEPTEMBER 15, 2015

Are you tapping the business creativity in all employees? Recreate the image they have of creativity & awaken their contributions. The People Skills Coach™. The post Business Creativity: Recreate the Image to Include Everyone appeared first on KateNasser.com.

Innovation 81

Innovation 81

Provide Support

SEPTEMBER 14, 2015

5 Tips to Making Great Sales Presentation in Live Chat. If you are offering live chat support on your website, you probably know that sometimes your support agents have to answer sales questions. You may even have a separate sales department if you are a larger business. Contrary to the common belief that live chat is mostly good for support, many companies are successfully utilizing it for sales also.

Sales 77

Sales Start-ups 77

The DiJulius Group

SEPTEMBER 15, 2015

Customer satisfaction rates are overrated – I believe the most important Customer service metric a company can have is not their Customer satisfaction rates, but rather their Customer retention rates. Are you getting them to return and do business with you again? That is it, stop right there. They can give you a high mark […].

Customer Retention 85

Customer Retention Customer Satisfaction Customer Service 85

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

Customer Bliss

SEPTEMBER 17, 2015

There are many approaches to doing touchpoint mapping. My recommendation is always to keep it simple. One client told me they had “Visio blindness” from the hundreds of hours spent mapping every customer process. That’s not going to get you traction and prove the work. This is what will get you traction: Map the stages and get to the set of initial priority touchoints along the customer journey.

Touchpoint 81

Touchpoint Innovation Start-ups Customer Experience 81

Kate Nasser

SEPTEMBER 13, 2015

Is your leadership bias against diversity leaking out in your words & deeds? Check yourself with this action list from The People Skills Coach™. The post Leadership Bias: Are You Unknowingly Showing Discomfort w/ Diversity? appeared first on KateNasser.com.

80

80

CX Journey

SEPTEMBER 15, 2015

Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on April 1, 2015. As part of your journey mapping efforts, you’ll likely (well, need to) create two types of maps: (1) current state maps (2) future state maps Current state maps show the steps that customers take today to complete some task, while future state maps show the steps they will be taking to complete the task after the process has been redesigned.

Touchpoint 65

Touchpoint Innovation Customer Experience 65

1 to 1

SEPTEMBER 15, 2015

October may be mere weeks away, but Major League Baseball (MLB) fans still have one riveting post-season ahead of them. Thus, it's not surprising that audiences are taking to social media to express loyalty to their favorite team. For marketers, however, amplified data may also serve as an opportunity to knock their engagement strategies out of the park.

Social Media 50

Social Media Customer Loyalty 50

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

SEPTEMBER 15, 2015

People skills global Twitter chat w/ The People Skills Coach™ will explore peace making vs. peace breaking. JOIN us Sunday Sept. 20th 10amET as we question assumptions & go deeper into this universal and important topic. The post Peace Making vs. Peace Breaking: JOIN #Peopleskills Chat Sept. 20th 10amET appeared first on KateNasser.com.

80

80

1 to 1

SEPTEMBER 15, 2015

In April, I posted a blog about the difficulties that sales, marketing, and customer care leaders face in obtaining a truly comprehensive view of customers. This view includes the full stream of transactions that a customer has had with a company, the most recent touchpoints she used to interact with the company, feedback she shared about her experiences in social media or in the contact center, etc.

Sales 42

Sales Social Media Contact Center Touchpoint 42

1 to 1

SEPTEMBER 16, 2015

Uber founder and CEO Travis Kalanick shared his vision of the ride-hailing service's future and it doesn't include human drivers. After disrupting the taxi industry, Uber is gearing up for greater changes, including automated vehicles. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Experience 42

Customer Experience 42

1 to 1

SEPTEMBER 17, 2015

As a tightly-knit family of editors, marketers, and tech junkies, we absolutely love what we do. Every day, we find new ways to explore and share relevant news about good customer strategies. We can only hope that what we write about helps our readers get smarter about the customer experience, work more efficiently, and foster more engaging interactions with customers.

Customer Experience 41

Customer Experience Customer Loyalty Customer Service 41

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