Callminer
DECEMBER 3, 2015
Interaction analytics unlocks valuable information hidden in interactions between contact centers and customers. Learn more in CallMiner’s latest resource guide.
Heart of the Customer
DECEMBER 2, 2015
Journey mapping is a great way to visualize and truly understand your customer’s journey as they interact with your organization. But when you start a journey mapping project, how do you know where to start? Where do you investigate? It begins with a hypothesis. A frequent practice is to end a journey mapping process with […]. The post Journey Mapping to Hypothesis Mapping: Creating Better CX appeared first on Heart of the Customer.
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Beyond Philosophy
DECEMBER 3, 2015
Wouldn’t it be great if you could truly predict Customer’s behavior. Well you can! Welcome to the world of behavioral economics. I have recently been included in Brand Quarterly’s ‘Top 50 Marketing Thought Leaders over 50’ and they asked me an interesting question: “What do I think the next industry trends would be for the year?” I thought I would expand on my thoughts here and give a better explanation.
Customers That Stick
DECEMBER 1, 2015
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Fonolo
DECEMBER 2, 2015
Updated June 2020. In 2013 , CCMC and NOVA1 Contact Centers conducted a “Customer Rage Study” which found that customer problem rates have increased by five percentage points over 2011 (50% vs. 45%). And unfortunately, that trend has continued over the last few years. The 2017 Customer Rage Study found that 56% of respondents had a serious problem with a product or service in the last year — a 6% increase from 2013.
Kate Nasser
NOVEMBER 30, 2015
Working with rude angry customers doesn't have to wear you down. It can actually be one of the best people skills learning experiences of your life. Think these 5 things for best results and to increase emotional intelligence. Great EQ EI tips fr The People SKills Coach™, The post Rude Angry Customers: 5 Ways to Stay Calm & Caring | #Custserv #Peopleskills appeared first on KateNasser.com.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
CX Journey
DECEMBER 1, 2015
Image courtesy of Vidar Ringstad Are you asking your customers the right questions? We all know the Henry Ford quote that goes like this: If I had asked people what they wanted, they would have said faster horses. (It's fair to note that some don't believe he actually said this, but let's go with it.) It's cited often when naysayers try to tell us that customers don't know what they want, i.e., customers can't help us innovate because they just want "faster horses.
Customer Bliss
DECEMBER 3, 2015
The question is simple: In this stage of your customer journey, is the experience you deliver consistent and reliable? Start the assessment by having employees walk in your customer’s shoes. This activity is a combination of watching videos or having them ‘be a customer prior to the session’ by signing up for your services or trying to get a trial, etc.
Kate Nasser
DECEMBER 2, 2015
Leaders & managers, do you have culture of celebrating small wins? JOIN The People Skills Coach™ & community in #Peopleskills global Twitter chat Dec. 6th 10amET/3pm GMT to explore. The post Celebrating Small Wins w/ Others: Join #Peopleskills Chat Dec. 6th 10amET appeared first on KateNasser.com.
Provide Support
DECEMBER 1, 2015
Customer Service Team Workspace Security. In our modern digital world security is the highest priority for organizations, both big and small. Not only data but also personal space of employees should be protected. Your company may have its own set of security rules and guidelines. But here are some general tips that can help to create and promote a safer work environment of your customer service team.
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.
Waypoint Group
DECEMBER 3, 2015
New research by Accenture Strategy has recently come out about B2B firms and how they perform from a CX perspective. As published in DestinationCRM , the article begins morbidly with, “Less than a quarter (23 percent) of business-to-business (B2B) firms have implemented customer experience (CX) programs that lead to substantial annual revenue growth.”.
The DiJulius Group
DECEMBER 2, 2015
No holiday Spirit Airlines – Spirit Airlines, the lowest-rated Customer satisfaction airline in the US, is at it again. For the second year in a row, Spirit Airlines is playing scrooge by adding an extra fee to its baggage fee for checked luggage on flights departing during the holidays. Frontier Airlines-the Denver-based carrier that’s been […].
CX Journey
DECEMBER 4, 2015
Image courtesy of bentremblay I originally wrote today's post for Intradiem. It was published on their blog on June 18, 2015. Are your employees working hard, working smart, or both? I've previously written about employee effort and employee empowerment. In this post, I'll tackle employee efficiency. How is that different from the other two? Let's start by defining efficiency or being efficient, and then I'll come back to that question.
1 to 1
DECEMBER 1, 2015
As job functions continue to evolve, employees have come to expect more from the training programs designed to advance their skills. While these programs provide employees with the knowledge necessary to fulfill their roles, employees also crave engaging lessons that empower them to grow and develop along their personal career path. By establishing programs that sustain individual improvement, leaders demonstrate their investment in both the business and their employees, for they understand that
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.
Waypoint Group
DECEMBER 3, 2015
B2B customers are rarely ever 1 person. This simple statement actually explains a world of customer experience complexities and implications for how a B2B company should measure their CX. And because we ourselves are consumers first, it’s easier to fall into the trap of using B2C techniques and methodologies to do B2B CX work. It’s familiar and easy find a free website that will tally up the responses and pop out an NPS.
Qualtrics
DECEMBER 4, 2015
By now, you’ve likely seen at least a few of this year’s nightmarish Black Friday videos featuring storefront doors pushed to their breaking point by crowd force, or clutter-strewn aisles packed with brawling holiday shoppers. Maybe you watched with empathy as dreary-eyed employees were surrounded and overwhelmed like T-cells battling a particularly virulent flu.
1 to 1
NOVEMBER 29, 2015
Sales reports from Black Friday weekend and forecasts for today indicate a shift in consumers' holiday shopping preferences. Black Friday weekend sales fell to $10.4 billion, down from $11.6 billion this time last year, while online sales are expected to jump more than 11.7 percent. The National Retail Federation reported that 103 people shopped online over the weekend and it expects another 121 million people to shop online today.
1 to 1
DECEMBER 2, 2015
Few of my friends own a car in New York City. Parking is expensive and you're navigating streets clogged with pedestrians staring at their phones. Self-driving cars are a potential solution. However, I doubt many of my fellow New Yorkers would buy a driverless car--there simply isn't enough room. Other major cities face a similar situation when it comes to cars.
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?
1 to 1
DECEMBER 1, 2015
Every day there's more information available to marketers about consumers, including their transaction histories, social media comments, mobile and website behaviors, etc. But there's far less data available about B2B buyers, including information about their preferences and interests, making it challenging for B2B sales and marketing teams to understand their clients' interests and needs in what is typically a more complex and extended sales cycle.
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