Sat.Jun 20, 2015 - Fri.Jun 26, 2015

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How Speech Analytics Software Can Benefit Business Areas Across the Enterprise

Callminer

Speech analytics shouldn’t be a function of the contact center alone. Take a look at the importance and impact of speech analytics across the enterprise.

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Virgin Shows Links Between Employee Experience and Customer Experience

Beyond Philosophy

Richard Branson, Founder of Virgin Group, led the charge for better parental leave benefits this week for his employees. The new policy at Virgin allows new parents one year of fully paid leave following the birth or adoption of a child. With Virgin’s announcement on Monday, they are one of only a few companies that offer this kind of benefit for its employees.

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Are Your Customer Service Reps Eating the Marshmallow?

Customers That Stick

In yesterday’s Monday Motivation, a Monday email sent to subscribers to our eNewsletter The Customer Conversation , we spoke about Walter Mischel’s famous experiment on self control and delayed gratification in children. Here is part of the email: Researcher Walter Mischel at Stanford devised an ingenious experience back in the Sixties to test self control and the ability to delay gratification in children.

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Self-Service is the Answer to Scale Customer Service Experiences

Win the Customer

With growing online customer numbers and demands, self-service is an untapped option, because hiring additional customer support agents isn’t scalable or financially viable to providing customer success. Summer has barely started and retailers are already beginning to anticipate the back to school season – but are customer support teams ready to scale?

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From Data to Decisions: Maximizing Retail Potential with 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.

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4 Customer Centricity Lessons From My Visit to Costco

PeopleMetrics

It’s been an eventful couple of months on the personal front. My wife and I bought a house. ( Gasp! ) We moved into that house. ( Double gasp! ) We have mortgage payments. ( Triple gasp! ). We even signed up as new Costco members. ( Hyperventilation! ). Wait. That last one wasn’t stressful at all. Costco managed that lack of stress handily, and the experience offers four lessons, each of which can benefit your own business’s trek to customer centricity. 1.

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When ‘Push’ Marketing Goes Too Far

Beyond Philosophy

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. A couple of years ago, our local newspaper, The Philadelphia Inquirer, ran a disturbing story about how a mortgage loan company in Phoenix had sent spam advertising messages which appeared on the screens of thousands of wireless phone customers. Not only were the messages not requested, but these customers had to pay to retrieve them.

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Mobile Technology and Gaming Create Better Customer Experiences

Win the Customer

In the work environment, gamification may be employed as a training tool or employee morale initiative and in turn, improve customer service experiences. The idea behind gamification is quite simple: by applying game mechanics to tasks or functions that typically have no entertainment value, you provide people with motivation to partake in these tasks.

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6 Simple, Powerful Tools for B2B Sales Management

PeopleMetrics

Overwhelmed by the sheer amount of options and tools meant to "help" you sell more effectively? Yeah, me too. If you're anything like me, you're always looking for options that are easy to use, that integrate easily into your sales cycle, and that provide the most value to the prospect you're talking to. So to help your search, here are six tools that have become must-haves in my sales process. 1.

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6 Tips to Build Stronger Customer Trust with Live Chat Support

Provide Support

How live chat can help you build stronger customer trust. Many online companies add live chat support to their websites as a means to offer quick and efficient customer service and increase customer engagement. Not many though recognize the value of live chat in creating customer trust. Perhaps only few website owners question themselves, how adding live chat support can help them build greater trust with clients.

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How to Improve Customer Experience Quickly |#cx #custserv

Kate Nasser

Want to improve the customer experience quickly? Here are 5 ways from Kate Nasser, The People Skills Coach™, guru of irresistible customer experience. The post How to Improve Customer Experience Quickly |#cx #custserv appeared first on KateNasser.com.

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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.

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How Service Experience Failure Leads to Customer Success

Win the Customer

Although we generally avoid failure in our efforts, not all failures are necessarily bad. Some failures are quite useful and provide a path for positive growth and customer experience development. As service leaders, we need to create environments where failure is an option for our people. The startup culture mantra “fail fast, fail often” opens opportunities for […].

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Engaged Employees Drive Business Growth

CX Journey

Image courtesy of mdennes I originally wrote today's post for Intradiem. It appeared on their blog on January 22, 2015. Fact: The employee experience drives the customer experience. I know I'm stating the obvious - but, shockingly, to many, it is not that obvious. So many companies still fail to recognize that important connection, to the ultimate detriment of the business.

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Journey Mapping Q&A: Customer Journey Mapping Workshops

Kerry Bodine

Back in May, I presented a webinar called “ 10 Ways To Use Customer Journey Maps ” as a part of Qualtrics ’ CX Week. (You can download the slides here. Or watch the webinar —just register for free at CXWeek.com and look for my webinar on the Wednesday agenda.). In this three-part blog series, I’m answering all of the great audience questions from the webinar.

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Leadership Success: Think Balance Beam Not Mountain Top | #peopleskills

Kate Nasser

Leadership success is about balance -- not just climbing to the summit. Balance is the real challenge! Balance tips fr Kate Nasser, The People Skills Coach™. The post Leadership Success: Think Balance Beam Not Mountain Top | #peopleskills appeared first on KateNasser.com.

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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?

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The Best Tech for Remote Workers to Increase Their Productivity

Win the Customer

The barriers to how, when, and where work gets done have never been lower. Remote workers in customer service can be efficient and productive from virtually any location with the right set of tools. The future of employment is shaping up to be composed of a telecommuting staff and remote employees working from home or […].

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Welcome, HelpIQ!

ProProfs

The ProProfs family is growing, and how! Our latest acquisition is HelpIQ , a leading knowledge base software and online help documentation tool that makes it easy to create help centers, knowledge bases, user manuals, FAQ’s and much more. Reputed companies such as Adobe, Spirit Airlines, Accenture and Nissan trust HelpIQ for their online documentation needs.

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A New Name, A New Logo—And A Lot More To Come!

Kerry Bodine

We think a lot about brand and how it can be expressed, both visually and experientially. So you can imagine that we’re kind of obsessed about the development of our new brand identity for Kerry Bodine & Co. We’ve had the joy of working with Mel Lim Design to evolve the visual elements of our brand over the past several months. It’s been fun to explore different logos, color palettes, photo styles, and page layouts to figure out the best external expression of our internal culture.

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Random Acts of Kindness: JOIN #Peopleskills Chat 6/28 10amEDT

Kate Nasser

JOIN The People Skills Coach™ & community for #Peopleskills global Twitter chat June 28th 10amEDT on Random Acts of Kindness. The post Random Acts of Kindness: JOIN #Peopleskills Chat 6/28 10amEDT appeared first on KateNasser.com.

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7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

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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Believe in the Power of Positive Service Experiences

Win the Customer

One day you will begin to believe in the power of positive service experiences. That day everything will change. The cynics denounce the power of experience without justification. Too many point at the failures of thinkers who have never actually done, or doers who don’t really think. The truth about positive customer experiences is based […].

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Your People Are Killing Your Pipeline… Do They Know It?

Waypoint Group

I work with many different “titles” within Waypoint’s clients, from the executive team to individual contributors at both the front-line and “back office.” The goals typically remain the same: – Companies want to use feedback processes to measure overall customer sentiment. – Most also understand the power of using a closed-loop feedback process to drive the right actions with customers by following up on what they are hearing, both with individual accounts (“one-to-one”) and also a

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Engage the Ranks of Your Company to Hear Your Customers’ Words

Customer Bliss

Often when a company talks about “listening” to customers, that notion is immediately collapsed into a “voice of the customer” (VOC) program. That’s not the action I am referring to. Customer listening is a critical competency of customer experience reliability. Customer listening requires this: Taking customers off the spread sheets and survey results.

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Progressive Insurance Masters Secret Service; Achieve Breakthrough Execution And Accelerate Growth

The DiJulius Group

What would you do if a homeless person offered you money? A man dressed up as a homeless person and tried to give people walking by him money. How they react and treat this gesture is shocking. Watch- What if a homeless person gave you money? Secret Service at Progressive Insurance – Having to bring […].

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Mapping Digital Transformation: Retail’s Strategic Shift

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

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How Growing Mobile Payments Impacts Customer Experience

Win the Customer

In the most recent study released by Juniper Research, it was revealed that payments made via mobile devices could potentially reach nearly $507 billion by the end of this year, which is nearly a 40 percent increase year-on-year adoption rate. The growth in mobile payments means that organizations will need to invest in developing their […].

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Beyond Surveys: Capturing the Real Customer Experience

InteractionMetrics

Customer feedback surveys are great because they can be objective and easy to implement. But they only capture the tiniest slice of the actual customer experience, especially when it comes to the experiences customers have with contact centers. According to CallMiner, companies may have 45 times more phone calls than survey responses per year. So companies have a lot more call data than customer feedback data—and these calls are the raw, unfiltered reality of customer experience.

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Gain Consensus on Your Moments of Truth and Inspire CX Creativity

Customer Bliss

Do you have consensus on how to define the experience you deliver to your customers? Do you have consensus on the stages of the experience? Have you mapped the touchpoints to know which are most critical to: driving revenue. forming a relationship/bond. rescuing customers at risk. retaining and growing share of wallet. Have you done the research and work to know what customers value most, what drives them emotionally so that you can build differentiated actions?

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Essential Strategies for Customer Acquisition Success

1 to 1

Drawing in new customers is more challenging than ever as companies compete to engage consumers who have a rapidly shrinking attention span and high expectations. WGBH and Total Gym Fitness, Silver and Bronze winners respectively in the Innovation in Customer Acquisition category of the 2015 Gartner and 1to1 Media Customer Experience Excellence Awards, demonstrate the power of using technology and customer engagement strategies to win new customers.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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The ONE question to Ask When Making Decisions

Beyond Philosophy

There are two keys to differentiating yourself from competitors. First, is to know in your bones that putting the Customer first is the right thing to do. The second key is to ask this ONE question every time you make a decision at the company: How will this affect the Customers? It’s so simple you would think everyone does this. The fact is, they don’t.

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Gain Consensus on Your Moments of Truth and Inspire CX Creativity

Customer Bliss

Do you have consensus on how to define the experience you deliver to your customers? Do you have consensus on the stages of the experience? Have you mapped the touchpoints to know which are most critical to: driving revenue. forming a relationship/bond. rescuing customers at risk. retaining and growing share of wallet. Have you done the research and work to know what customers value most, what drives them emotionally so that you can build differentiated actions?

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Engage the Ranks of Your Company to Hear Your Customers’ Words

Customer Bliss

Often when a company talks about “listening” to customers, that notion is immediately collapsed into a “voice of the customer” (VOC) program. That’s not the action I am referring to. Customer listening is a critical competency of customer experience reliability. Customer listening requires this: Taking customers off the spread sheets and survey results.

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Taking a Customer-First Approach to Service Excellence

1 to 1

Organizations that deliver exceptional customer support typically have at least a few things in common. They listen closely to what customers are asking for and not only act on customer feedback but they also communicate back to customers how and whether their requests were acted on. They align their customer service processes and practices with customer-centric goals and objectives.

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When Customers Win, You Win: How to Deliver Value That Transforms Your Customer Experience

Speaker: Donna Weber - Customer Onboarding Expert

Customer onboarding is so much more than going live with your product and driving adoption. The truth is, onboarding is the most important part of the customer journey. When you set positive first impressions, establish trusting relationships, and quickly deliver meaningful outcomes, you create customers for life. Invest an hour with Donna Weber to learn why your customer onboarding is critical to your success.