How Does Contact Analytics Improve Agent Performance?
Callminer
MAY 25, 2016
When was the last time you had an exceptional experience as a customer?
Sat.May 21, 2016 - Fri.May 27, 2016
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How Not To Engage Employees: Telecoms Lead The Way Again
Beyond Philosophy
MAY 25, 2016
Nearly 40,000 employees from two unions contracting with Verizon have been on strike for a little over a month. Now, Verizon is learning firsthand the cost of not having a strong culture of employee engagement—in actual dollars and sense. Unable to reach a compromise for the outsourcing and transfer of their jobs , employees from all parts of the organization walked off the job last month.
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How can you meet customers’ expectations if you don’t know what they are?
Heart of the Customer
MAY 23, 2016
What does “good” look like? It’s something that, as CX leaders, we’re always thinking of. I frequently get asked questions like, “How fast does our response rate need to be?” The easy answer is, “As quick as you can make it.” But that’s lazy! And, even worse, that lazy answer can actually harm your brand. […].
Why Your Brand Should be a Haven for Your Customers
Win the Customer
MAY 24, 2016
Whether you’re an Italian restaurant, a vendor of smartphones, an organic grocery store, or a women’s fashion outlet, something about your brand needs to gain the long-term favour of its consumer base in order to be successful. Sure, it’s important to provide a service where customers ultimately find what they’re looking for. But they will – whether it’s from your brand or not.
Reimagine Your Communications With A Unified Platform
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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.
Understanding Business-to-Business Customers’ Purchase Decisions
ClearAction
MAY 24, 2016
Understanding Business-to-Business Customers’ Purchase Decisions. What is it like to be a customer when both you and your suppliers are manufacturers? More than meets the eye. And a large percentage of the world’s gross domestic product comes from these customers. You’ll find them in industries such as these: aviation, chemicals, defense, computer hardware, construction, energy, industrial automation, machinery, medical devices, and packaging, just to name a few.
Putting Lipstick On A Pig: Time Warner Merger Goes Ahead
Beyond Philosophy
MAY 23, 2016
It’s official. After two years of working on the deal between Charter and Time Warner Cable, Inc., Charter officially owns the most hated brand in cable provider brands, for $55.1 billion. Charter will phase out the Time Warner Cable brand, as well as Bright House Networks LLC, over time. Here’s the thing: Changing the name doesn’t change the service.
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Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
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A Guide For Protecting Your Customers’ Information
Win the Customer
MAY 26, 2016
In 2015, the average cost of a data breach was $154 per person affected, a IBM and Ponemon Institute study found. Large-scale data breaches could cost a company millions or, using the average numbers, maybe billions in revenue and compensation. This pales to the impact it can have on brand trust and the perception of consumer safety. For companies that need to collect customer data, keeping it safe is critically important to the business.
The Rise Of Customer Experience – Webinar June 2
Customer Bliss
MAY 26, 2016
Note: On June 2, I’ll be presenting at a Vision Critical webinar on the rise of the chief customer officer. The following is a preview of the content you can expect from this exclusive, live webinar. Customer Experience is not a new idea. In 1984, as I lead the customer experience strategy at Lands’ End, I helped map the company’s customer journey and identify 267 touchpoints, narrowing that list down to the key 15 that were most critical to our customers.
You Don’t Have To Be Famous, Just Motivated: Anyone Can Influence Brand Behavior
Beyond Philosophy
MAY 24, 2016
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. My friends at Keller Fay Group (Ed Keller and Brad Fay) have conducted research which once again demonstrates that everyday people, i.e. consumers, customers, suppliers and employees, can have a significant on the product and service vendor decisions individuals make in the marketplace.
How to Build a World-Class Customer Service Team (Part 2)
Provide Support
MAY 25, 2016
How to Build a World-Class Customer Service Team. Every business owner knows that in today’s highly competitive marketplace excellent customer service is more than a preference – it is a prerequisite for sustainable growth and business success. The most successful companies also realize that great customer service is more than just sales support.In fact, it is a brilliant way to build brand awareness and promote a product or service.
How Retailers Are Transforming Customer Experiences with Data & AI
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.
You’re getting screwed…and not the fun way.
Waypoint Group
MAY 26, 2016
Dear VP Customer Success: I am writing to you as a friend. I am in the B2B business myself. After decades of working alongside business-to-business (B2B) companies to help them understand customer needs and prioritize action, I started my own company. So I understand the need for software-as-a-service (SaaS) Customer Success and the complications associated with having a pulse on everything that’s going on in your organization.
Work with Your Partners for Customer Experience Success
CX Journey
MAY 26, 2016
Image courtesy of geralt/pixabay I originally wrote today's post for Intradiem. It was published on their blog on December 17, 2015. How do you ensure that your partners are successful? Continuing on my April post about partners and their importance to your ecosystem. you need to make sure you help your partners be successful. When you think about the multichannel and the omnichannel customer experience where partners are involved (they aren't always), it's even more critical to ensure partners
You want Customer loyalty? Be brilliant at the basics
The DiJulius Group
MAY 25, 2016
Customer Bill of Rights – Burden of the brand World-class service companies have what I like to call a “Customer bill of rights” that every person in that organization clearly knows and follows 100 percent of the time. Would you ever expect to see a Disney cast member, in full uniform on break, chewing tobacco […].
Beyond Paycheck: Why Employees Work Part II | #Leadership
Kate Nasser
MAY 22, 2016
Beyond paycheck & benefits, employees work for these reasons! Capture this info for employee engagement & great leadership. From The People Skills Coach™. The post Beyond Paycheck: Why Employees Work Part II | #Leadership appeared first on KateNasser.com.
Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity
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.
Ten-Hut, Advocate Army Fall In
Waypoint Group
MAY 25, 2016
Pat Benatar once said that, “ Love is a battlefield.” And while this may be true, had Benetar worked in Marketing she might have said, “Word-Of-Mouth is a battlefield.” Your account teams are the battle-hardened commanders of the company’s customer management. They go into the fray every day, dealing in contract skirmishes, friendly-fire from oversold expectations, and do their best to win the hearts and minds of their customers.
#CX Improvements and The Streetlight Effect
CX Journey
MAY 24, 2016
Image courtesy of _Dadita_ Do your customer experience improvement efforts suffer from the Streetlight Effect? Have you heard the story about the drunk who is asked why he's looking for his lost wallet under the streetlight, rather than where he thinks he dropped it? It goes something like this, according to Wikipedia : A policeman sees a drunk man searching for something under a streetlight and asks what the drunk has lost.
Study: What CEOs Really Think About Customer Experience
1 to 1
MAY 24, 2016
As the leader of the company, the CEO often sees himself or herself as the person who is ultimately responsible for the customer experience. While some past studies have revealed a disconnect between the quality of the customer experiences the CEO believes a company delivers to its customers and what customers' actual perceptions are, a recent survey of CEOs finds that many chief executives view customer experience as the most effective opportunity for obtaining a competitive advantage.
Modernizing the Library Experience, With Alison Circle – CB006
Customer Bliss
MAY 24, 2016
Episode Overview. Episode 6 of The Human Duct Tape Show Podcast is with Alison Circle, who is the Chief Customer Experience Officer in another unexpected industry: the library System. The work that Alison and the leadership team at Columbus (OH) Metropolitan Library has in fact been heralded around the world in their innovative approaches in this industry many might think is moving toward retirement.
Software Composition Analysis: The New Armor for Your Cybersecurity
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?
Say Goodbye to Marketing & Brand Building, Say Hello to Consumer Centricity
C3Centricity
MAY 22, 2016
Marketing is an old profession. It’s been around for hundreds of years in one form or another. If you’d like to see more about its complete history, then I highly recommend this Hubspot infographic. With the advent of digital marketing in the early 80’s, many companies began to take a serious look at their marketing. They realised […].
Finding Customer Engagement's Healthy Balance
1 to 1
MAY 27, 2016
Albert Einstein once said that "It has become appallingly obvious that our technology has exceeded our humanity.". There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Macy's Backstage: Too Little, Too Late
1 to 1
MAY 25, 2016
Macy's Backstage is more of the same, which is a problem as new competitors enter the retail space. Introduced earlier this year, the Backstage discount stores were described as a way for Macy's to bring in more customers. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
5 Lessons Learned from TIAA's Data Journey
1 to 1
MAY 22, 2016
For some organizations, building a data-driven culture requires a leader who drives the changes throughout the organization. For others, becoming data centric takes a village. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus
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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
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