Callminer
NOVEMBER 30, 2017
For all of the benefits of using marketing analytics, many companies and senior marketing executives continue to struggle with implementing marketing analytics and using analytics tools effectively.
Fonolo
NOVEMBER 30, 2017
Since the inception of the voice channel, businesses have faced and overcome many obstacles to improve the experience for customers. Yet, this channel continues to be the bane of many customers’ existence. Are businesses not sick of hearing the same complaints over and over again? Are consumers not tired of complaining about the same things? If your call center still makes customers cringe when they dial into support, it’s time to take action.
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Myra Golden Media
NOVEMBER 27, 2017
Questions are a double-edged sword for customer service professionals. You have to ask questions to get to the root of the problem, log issues, and in general, to help customers. But, often a series of questions can sound like an interview. If we aren’t careful, back to back questions can come across as an interrogation. Years ago, when I managed a small call center, I realized that my team had to ask our customers seven questions.
Beyond Philosophy
NOVEMBER 27, 2017
Many companies seeking to improve their Customer Experience (CX) understand the importance of putting the customer at the center of everything they do. Doing it, however, flummoxes them. Not all companies have this problem though. Those that have excellent experiences, the kind that makes their brand name a household one, demonstrate actual customer-centricity in their CX.
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Comm100
NOVEMBER 27, 2017
rawpixel.com. From Papa John’s NFL apology to Louis C.K.’s apology (or non-apology ) for sexual assault; brands in every industry are learning that the apology letter is an extremely difficult art form to master. Whether it’s due to not wanting to admit fault, fear of losing fans or investors, or simply not knowing how, corporations and public figures often fall short of what people want and expect out of a public apology.
Customer Service Life
NOVEMBER 29, 2017
Yay for episode #39. In this one we welcome Debi Mongan , Founder of The Mindful Call Center. This one is an absolute treat because Debi is a total expert when it comes to mindfulness and emotional intelligence. These concepts and skills can make a huge difference in contact centers and in the lives of agents. Tune in and be inspired. Here are the questions for the episode: Icebreaker Question: How do you incorporate mindfulness into your daily life, especially around the crazy holiday season?
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Kerry Bodine
NOVEMBER 29, 2017
I got a great question this morning from some colleagues who attended of one of our recent journey mapping workshops together: “Our marketing team would like to map the prospect journey from awareness up to purchase, but there are so many entry points and no linear process. Prospects could see an ad, then read one of our whitepapers, then come to our website, and then attend a think tank—or learn about us in any other number of ways.
Beyond Philosophy
NOVEMBER 28, 2017
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Until about a decade ago, most CX and value delivery metrics were built around tangible and quality-related elements of value – price, consistency, speed, completeness, accuracy, durability, and the like. However, it was understood that value is not just rational. Perception consists of the rational and the emotional, and even those elements which are tangible and functional have emotional underpinnings.
Customer Service Life
NOVEMBER 30, 2017
It’s always a privilege to be able to contribute to articles on various blogs and there have been a number of such contributions lately. Here’s a quick rundown of some recent articles you might want to check out. 37 Tips To Improve Call Quality Monitoring In Your Call Center. This is a terrific collection of ways to improve quality for any customer service team.
Heart of the Customer
NOVEMBER 28, 2017
Join me for a live webinar that I get to be a part of on December 13th at 11am PST/2pm EST. I will be speaking with Nicole Geosits, Manager of Customer Happiness at Acuity Scheduling, and Kaan Ersun, SVP of Marketing at Solvvy, for a Solvvy webinar sharing how you and your company can win more business […]. The post CX Live Webinar appeared first on Heart of the Customer.
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.
Customer Bliss
NOVEMBER 28, 2017
Overview. How do you transform the culture and operations of your company to benefit the lives of your customers? In this episode, I chat with Sami Nuwar , the vice president of customer experience transformation at American Bath Group , about how his newly established role at ABG allowed him to create processes and operations that switched the company focus from being product-driven to being customer-driven.
ClearAction
NOVEMBER 26, 2017
52 Reasons to Embrace Marketing Operations Gary Katz. What is a Marketing Operations mindset? I made a commitment to share 50 reasons, over Twitter, to embrace Marketing Operations; one tweet per day over the next 50 days. This shaped my thinking for what I now call Marketing Operations 2.0, and led to the development of the course I now teach for UC Extension and my own company.
UJET
DECEMBER 1, 2017
As organizations strengthen their customer support with new policies and technologies, they must also ensure they are building security and privacy into their overall support program. Businesses today are collecting an increasing amount of data. While this information can provide an enhanced experience for the end user, it also poses a major security risk.
PeopleMetrics
NOVEMBER 29, 2017
Let me begin by saying that I am one of the biggest pomegranate promoters there is, but this article is not about the innumerous health benefits and my love for the superfood. This is about customer experience. Me with a huge bowl of pomegranate seeds. Om nom nom. I recently stopped by Target to buy a couple of frisbee golf discs and naturally found myself distracted by the bounty of pomegranates in the produce section.
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.
DMG Consulting
NOVEMBER 29, 2017
DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report. 11/30/2017. Poised for rapid growth and success, untapped revenue potential in the tens of billions. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 – 2018 Cloud-Based Contact Center Infrastructure Market Report.
ClearAction
NOVEMBER 25, 2017
Do Customer Experience Policies Empower Growth? Lynn Hunsaker. If you love someone, set them free. Do your policies set free your customers and your employees? Policies are designed to protect, but sometimes they disintegrate — rather than protect — customer relationships. And customers’ mistrust of companies propels regulations, protests and negative word-of-mouth.
Kerry Bodine
NOVEMBER 26, 2017
We hope you’ll join us in one of these fun locations next year for our signature two-day customer journey mapping workshop: February 27 & 28 in San Francisco. May 16 & 17 in Chicago. September 12 & 13 in Boston. Register early and save! With our Early Bird discount, you’ll save $100 on our regular registration rates. TODAY ONLY, save more!
Provide Support
NOVEMBER 28, 2017
B2B Customer Experience – How to get it Right? As per an Accenture report , – only 23% of B2B companies achieve impressive returns on their customer experience investments. In addition to that, only 20% generate low or no return, indicating that an alarming 57% are not exactly benefitting from the CX strategies. This brings us to a very pertinent question- Does CX really matter in a B2B segment?
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?
CX Journey
NOVEMBER 29, 2017
Image courtesy of Pixabay Are your employees suffering from change fatigue? Not familiar with the term "change fatigue?" I suppose that's probably a good thing! Maybe it's happening, but you're just not aware of it? What is change fatigure ? According to Wikipedia : Organizational change fatigue is a general sense of apathy or passive resignation towards organizational changes by individuals or teams.
ClearAction
NOVEMBER 26, 2017
Marketing Operations for SMBs: 4 Keys to Success Gary Katz. In the world of marketing operations (MO), words like “enterprise” and “scale” are common, but we rarely hear the phrase “small business” enter the conversation. Ironically, small and midsize businesses (SMBs) need MO the most if they are to grow into the company they want to be.
Confirmit
NOVEMBER 29, 2017
Do you know what customers want most when they contact you to complain? According to the 2017 Customer Rage study, a typical customer wants this from your support center: Treat me with dignity. Give me assurance that the problem won’t happen again. Repair or fix the issue at hand. And support me using everyday conversational language - enough with the scripted responses.
Customer Bliss
DECEMBER 1, 2017
After wildfires ravished many Northern California neighborhoods this past October, Pacific Gas and Electric Company (PG&E) took action to support its customers affected by the devastation. I was delighted to see how PG&E showcased its character and values through positive actions that support its community. The company recently announced that it will offer no cost installation and removal of temporary electric service to eligible customers who’ve been affected by the natural disaster.
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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
Kate Nasser
NOVEMBER 25, 2017
Indulgent Customer Experience: Indulge your customers & enjoy the joy you awaken in them. How & why fr Kate Nasser The People Skills Coach™. | #Carnival #CX. The post Indulgent Customer Experience: Are You Ready to Frolic? | #CX appeared first on KateNasser.com.
ClearAction
NOVEMBER 26, 2017
Business-to-Business Customer Experience Strategy Lynn Hunsaker. Before you get carried away with patterning your business-to-business customer experience strategy on the latest shiny objects, here’s a way to help you invest wisely. It’s simple: Step 1 is to sketch out the phases of “What are our customers’ processes for selecting, getting, and using the type of solution that we sell?
Confirmit
NOVEMBER 28, 2017
This report, based on a survey of over 250 Customer Experience professionals, identifies what the most successful companies are doing, what we can learn from them, and what you need to do to deliver similar results. We focus on four key themes, and provide insight into what will drive the future of Customer Experience in the years to come. This report, based on a survey of over 250 Customer Experience professionals, identifies what the most successful companies are doing, what we can learn from
Comm100
DECEMBER 1, 2017
2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. But deciding on annual goals and specific yearly focuses for a call center isn’t always easy.
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
ClientSuccess
NOVEMBER 29, 2017
Webinar Details. ClientSuccess hosted Greg Daines, CEO of Client Velocity, for this month’s customer success webinar series. This webinar will become one of your top 10 resources for running effective customer success efforts. The webinar was originally held on Wednesday, December 13th, 2017 at 11:00 am Mountain Time on the topic: 3 Surprising Ideas, 3 Deadly Fallacies, 3 Essential Insights for customer success results.
Waypoint Group
NOVEMBER 28, 2017
I recently had lunch with my friend and colleague Roderick Jefferson. Roderick is a nationally recognized educational and motivational speaker and is also an acknowledged thought leader in the sales enablement space. When Roderick shared his tag line “Hope is Not a Strategy,” something clicked for me. Talking with Roderick validated trends I’m seeing with customer onboarding and enablement.
Confirmit
NOVEMBER 28, 2017
This Forrester Research report outlines the role that CX professionals can play in developing exceptional employee experiences in the context of their in-flight CX programs and how to raise it as a priority. Organizations are increasingly aware of the need to improve the employee experience (EX) as a means of creating an exceptional customer experience (CX).
Comm100
NOVEMBER 30, 2017
So you’ve decided to move your customer service team into the 21st century, getting them ready to chat for the first time. Congratulations! Luckily, implementing a live chat system on your website is often pretty simple. But what do you need to do to prepare your agents to use the system? You could simply give technical training on the new system, then let your agents loose.
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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