CX Accelerator

DECEMBER 12, 2017

How Carvana is leveraging customer experience principles to revolutionize the process of buying a car. Last night began in standard fashion…I consumed a spicy chicken sandwich from Chick-fil-A and wandered around the kitchen for a bit. Things took a turn for the crazy, however, when we headed out to buy a new car out of a giant vending machine. Yes, I’m speaking of Carvana, “The New Way to Buy a Car” as their tagline says.

CX 182

CX Finance Contact Center Sales 182

Beyond Philosophy

DECEMBER 14, 2017

Do you believe it is the Customer Experience you provide that makes customers loyal? If you do, I am sorry to be the one to inform you that you are wrong. I have been a global Customer Experience consultant for fifteen years, since before Customer Experience was even a thing. As a result, I thought I knew everything there was to know about Customer Experiences.

Customer Loyalty 151

Customer Loyalty Sports Start-ups Customer Experience 151

Myra Golden Media

DECEMBER 15, 2017

Today I delivered a customer service workshop in Chicago. When we broke for lunch, three of the attendees invited me to a vegan bistro. Of course, I was thrilled to join them! Over lunch, one of the ladies told me, “I almost never take my vacation time. I prefer just to cash out and get a lump sum payment.” The mother in me couldn’t keep quiet.

Customer Service 119

Customer Service 119

Customer Bliss

DECEMBER 15, 2017

Last month, Forrester released a new report, “ Predictions 2018: The Crisis Of Trust And How Smart Brands Will Shape CX In Response, ” and it was a great read – it confirmed many of the things that myself and other CX experts alike have been touting for years. There’s an increased focus on customer experience these days, and many companies are just beginning to implement a customer experience process.

Customer Experience 114

Customer Experience CX 114

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Customer Loyalty

CX Accelerator

DECEMBER 12, 2017

How Carvana is leveraging customer experience principles to revolutionize the process of buying a car. Last night began in standard fashion…I consumed a spicy chicken sandwich from Chick-fil-A and wandered around the kitchen for a bit. Things took a turn for the crazy, however, when we headed out to buy a new car out of a giant vending machine. Yes, I’m speaking of Carvana, “The New Way to Buy a Car” as their tagline says.

CX 140

CX Finance Innovation Customer Service 140

Lumoa

DECEMBER 14, 2017

Wow! Have you seen the new update? We are happy to announce the product update that our team has been working on for the last months. The update touches all your favorite features and turns them into even more a productive toolset, so you can dive deeper into your customer feedback analysis and execute accurate actions based on that. Watch the video below if you want to know how to get actionable insights with the help of the new and updated features.

NPS 120

NPS Actionable Insights Customer Feedback 120

Heart of the Customer

DECEMBER 13, 2017

Anybody who has read any of Chip and Dan Heath’s books know that they’re compelling and well-researched. I was lucky enough to receive a pre-release of their latest book, The Power of Moments (now available), and I highly recommend it to anybody looking to create great employee or customer experiences. Even better, I was able to score […].

Customer Experience 84

Customer Experience Customer Journey Map 84

PeopleMetrics

DECEMBER 12, 2017

“Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”. Not quite. While it may be true that at their core, both systems revolve around the key interactions a customer has with your brand, CRMs and CEMs serve distinctly different purposes and operate from two contrasting angles. CRMs tell you what is happening (prospect & customer contact information, what they bought, when they bought it, how much was spent, size of their company, etc.); while

CEM 84

CEM CRM Customer Relationship Management VOC 84

Taylor Reach Group

DECEMBER 12, 2017

By: Peg Ayers and Turaj Seyrafiaan. Definition of Service Level: The percentage of calls answered within a set threshold. Note: Service level applies to live contacts so the same definition can be used for other channels such as Chat or SMS. Other channels such as email, fax and even social media are measured based on elapsed response time. Calculation: (Calls Answered within x seconds)/Total Calls Answered X 100.

Customer Experience 84

Customer Experience Social Media Contact Center 84

Customer Service Life

DECEMBER 15, 2017

This article originally appeared on CustomerThink.com as part of my monthly Advisor column on November 10, 2017. Click here for the original. Pretty much every contact center on the planet has some sort of a quality assurance process — or so I learned when I contracted with an outsourcer a half dozen years ago. Since going to work for an outsourcer, I’ve been witness to dozens of quality processes and have observed many similarities and differences.

Contact Center 74

Contact Center NPS Customer Satisfaction Customer Service 74

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ClearAction

DECEMBER 14, 2017

7 Secrets of the Best Marketing Operations Teams Lynn Hunsaker. Value creation is the ultimate measure of success in business: value to customers, shareholders, alliances, employees, and the community at-large. In the quest to be best, follow the money, or better yet, be the one that enables value (money, capability, opportunity) to be created. Marketing Operations is a role that can facilitate the whole Marketing organization in value creation.

Government 78

Government Technology Technology Start-ups 78

Return Customer

DECEMBER 13, 2017

We live in an age of constant communication, perpetual availability, and an expectation of white-glove service. For small businesses, the level of customer service they are able to provide can make or break their success. So, how does a fledgling company offer the same level of attentive, personable, friendly client care as a multinational behemoth with massive call centers at their fingertips?

Customer Service 71

Customer Service Social Media Technology Technology 71

Beyond Philosophy

DECEMBER 12, 2017

Episode Zero – Colin Shaw discusses what you can expect from The Intuitive Customer podcast. Colin outlines in very understandable way, how behavioral economics and psychology fundamentally influences your customers experience and how you can use these to improve your customer loyalty and customer retention. The post 0: The Intuitive Customer Episode Zero appeared first on.

Customer Retention 60

Customer Retention Customer Loyalty Customer Experience 60

Myra Golden Media

DECEMBER 13, 2017

How did 2017 go for you? Employees still struggling with how to control calls with unreasonable customers? Your customer experience still not where you know it needs to be? Still trying to get your people to convey empathy? I know. The struggle is real. The real question is: how will you gear up to make 2018 better? Let me give your people the tactics, skills, and inspiration they need so they can deliver experiences that make you feel proud.

Start-ups 61

Start-ups Customer Service Customer Experience 61

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

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Lynn Hunsaker. Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? All of these terms are components of customer experience management (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any organization (for-profit, non-profit, or government).

CRM 66

CRM Non-Profits CEM Net Promoter Score 66

Provide Support

DECEMBER 12, 2017

5 Ways Big Data Will Improve Customer Service. In the abundance of more or less similar products, customer service has become by far the most influential brand differentiator these days. According to the recent study, almost 90% of buyers are ready to pay more for a better customer experience, which proves the importance of this aspect of the business.

Customer Service 62

Customer Service Customer Experience 62

DMG Consulting

DECEMBER 11, 2017

KPIs for Managing your Contact Center . Contact centers are highly complex operating environments with a lot of moving parts and activities. In an attempt to achieve full transparency and visibility, contact center leaders may receive dozens of metrics and key performance indicators (KPIs), some of which seem to contradict others. In other contact centers the data is stale by the time it is received, making it essentially ineffective for helping the manager control their own destiny and perform

Contact Center 54

Contact Center Social Media Scorecard Customer Satisfaction 54

Customer Bliss

DECEMBER 12, 2017

Overview. How do you drive transformation in the highly regulated financial industry? In my conversation with Isabella Lau , who has held the hybrid role of both CMO & CCO at Manulife Hong Kong for over 7 years, we discuss this emerging expanded role, how Isabella is driving both brand, operational, and cultural leadership – and why her unique background in both operations and marketing prepared her for success.

CX Transformation 0

CX Transformation Customer Experience Data Mining NPS 0

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

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Lynn Hunsaker. Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? All of these terms are components of customer experience management (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any organization (for-profit, non-profit, or government).

CRM 59

CRM Non-Profits CEM Net Promoter Score 59

Totango

DECEMBER 14, 2017

Your customers are your most important asset and their data is critical for your business. We’re launching today Totango Shield. Totango Shield provides comprehensive protection for all of your sensitive information and allows you to automatically comply with internal security policies and external regulations, including the new GDPR going into effect May 2018.

CX 49

CX 49

SugarCRM

DECEMBER 13, 2017

Think about the last time you decided to try a new restaurant. I mean the last time you actually made the decision – not your boss, colleagues, or spouse. Did you pick the place because of its sign on the window advertising “2 for 1 happy hour?” Or, because you drove by it everyday and curiosity got the best of you? Probably neither one. I bet you either had it recommended to you by a friend, or perhaps you read the customer reviews on a site like Yelp or OpenTable.

Social Media 52

Social Media Sales 52

CX Journey

DECEMBER 13, 2017

Image courtesy of Pixabay "Data is just data until you do something with it," right? That statement has plagued companies for a long time and for a variety of reasons - not the least of which is that they just don’t know what to do with the data: how to analyze it, how to use the outputs, what the outputs mean, etc. Today, on a webinar with Logi Analytics , I am sharing tips on moving beyond data for the sake of data (and dashboards for the sake of dashboards).

CX 45

CX Customer Experience 45

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

ClearAction

DECEMBER 14, 2017

Customer Centric Internal Branding Lynn Hunsaker. Customer centric internal branding revolves around customer well-being. Internal branding has various meanings, such as becoming employer of choice, communicating the company’s marketing programs to employees, emphasizing core values, engaging employees for high morale and productivity, or aligning internal behaviors with what’s promised to customers.

Customer Satisfaction 59

Customer Satisfaction Customer Experience Management Sales Customer Experience 59

Totango

DECEMBER 14, 2017

Your customers are your most important asset and their data is critical for your business. We’re launching Totango Shield today. Totango Shield provides comprehensive protection for all of your sensitive information in DNA-CX and allows you to automatically comply with internal security policies and external regulations, including the new GDPR going into effect May 2018.

CX 48

CX 48

ClientSuccess

DECEMBER 12, 2017

Churn, also known as attrition, is definitely not on any Customer Success Managers’ (CSM’s) most desired ‘Top Ten’ lists. It’s a difficult, albeit optional, stage of a customer lifecycle for both the customer and the solution provider. Obviously the best way to deal with customer churn is to avoid it altogether by putting proactive steps in place, but attrition is never 100% avoidable.

Customer Journey Map 40

Customer Journey Map Customer Relationship Sales 40

SugarCRM

DECEMBER 10, 2017

Beginning on May 25, 2018, the General Data Protection Regulation (GDPR) will come into force. GDPR, which was passed by the European Parliament back in 2016, harmonizes data privacy laws across Europe to protect EU residents’ data privacy. It’s meant to improve individual data protection rights by placing restrictions on how personal data can be used.

Compliance 50

Compliance CRM Customer Journey Map Customer Relationship 50

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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

CX

ClearAction

DECEMBER 13, 2017

Customer Centric Mission & Values Lynn Hunsaker. Customer-centricity is about priorities. The key is to clearly state your priorities to executives, employees and affiliates. Then reinforce these priorities in daily decision-making criteria and rituals such as annual operating plans, operations reviews, staff meeting agendas, recognition and incentives, performance reviews, etc.

Education 59

Education Innovation Customer Experience 59

Beyond Philosophy

DECEMBER 11, 2017

Are you the kind of person who hums along to “Jingle Bell Rock” in the supermarket? Does it make you want to fill your cart with cookies and egg nog? When you hear “Winter Wonderland” at the mall, do you think of sleigh rides and warm nights by the fire? Do you feel excited to start your holiday shopping? Or are you one of those who wish they’d just play something else – anything else?

Retail 151

Retail Start-ups Sales Customer Experience 151

ProProfs

DECEMBER 15, 2017

For several years SCORM, (Shareable Content Object Reference Model) has been the gold standard for any serious learning management system. It is a collection of technical standards for web-based learning. It’s the “stuff” that governs how online learning content and Learning Management Systems “talk” to each other. And then Tin Can happened. As the much-touted successor to the older SCORM standard (which some regard as clunky and rigid), Tin Can API, also known as the Experience API(xAPI), has i

Government 78

Government Technology Technology 78

Comm100

DECEMBER 11, 2017

According to CX Network’s 2017 Digital Marketing Trends Report , customer experience ranks first as the most exciting opportunity for businesses for the third year in a row. At 22%, it is ahead of content marketing (15%), mobile (13%), personalization (11%) and social marketing (7%). It is no surprise that customer experience ranks highly. Studies have shown that companies that follow through with customer experience strategies achieve increased revenue, higher customer satisfaction rates and fe

Customer Experience 46

Customer Experience Social Media CXM Contact Center 46

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

CX