Beyond Philosophy

DECEMBER 7, 2016

Your employees have the power to make or break your Customer Experience this holiday season with the customer service they provide. However, when employees aren’t happy, customer service often suffers. It’s clear that keeping a positive work environment is crucial this holiday season—and all year long. Here are three proven ways you can stay off your employee’s Naughty list when it comes to their employee experience.

Retail 167

Retail Customer Experience Customer Service CX 167

Kate Nasser

DECEMBER 6, 2016

Leaders, before you use a rabid emotionally charged leadership style, think about the disastrous lasting effects. By Kate Nasser, The People Skills Coach™. The post Lasting Effects of Rabid Emotionally Charged Leadership appeared first on KateNasser.com.

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PeopleMetrics

DECEMBER 9, 2016

You’re probably familiar with the classic customer satisfaction survey. In fact, it’s become the new normal for companies to bombard us with their requests for feedback. So, here at Interaction Metrics, we asked ourselves: sure companies ask their customers to share, but do companies really care about what their customers have to say? To get an answer, we did a study.

Retail 64

Retail Customer Satisfaction Customer Feedback CX 64

Provide Support

DECEMBER 6, 2016

Best Articles for Managing Your Live Chat Support. Holidays are approaching and we, the Provide Support team, started thinking what treat we could give to you, our blog readers. In our sincere appreciation of your readership, we would like to offer you a selection of our best articles for managing your live chat support. Over the last few years we have covered a wide range of topics related to live support, from hiring the most talented agents, training them, selecting the best tools and maximiz

Customer Service 63

Customer Service 63

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

Beyond Philosophy

DECEMBER 5, 2016

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. All of the changes in customer decision-making dynamics, and influences on corporate and brand perception over the past decade or two, have brought business-to-business and business-to-consumer marketplaces to a new frontier. There is an increasingly critical connection between brand promise, corporate trustability and reputation, the customer experience as created by people and processes, and downstream customer beh

Non-Profits 99

Non-Profits Social Media Healthcare Customer Experience 99

Kate Nasser

DECEMBER 7, 2016

JOIN People Skills global Twitter chat (#PeopleSkills) to discuss giving & receiving feedback. A critical skill in life and work. Dec. 11th 10amET/3pmGMT with Kate Nasser, The People Skills Coach™ & global community. The post Giving & Receiving Feedback: JOIN #PeopleSkills Chat Dec. 11 appeared first on KateNasser.com.

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Customer Bliss

DECEMBER 8, 2016

I’ve seen it a few places that the most popular time for an office holiday party is tonight (12/8), tomorrow (12/9), and this weekend. That makes sense. I know some companies and divisions that had an office holiday party last week/weekend, although early December does feel a little bit early. (Thanksgiving just ended!) Next week (12/16-12/18) is getting closer and closer to Christmas, and I’d bet a lot of people are taking part of that 12/19 week off anyway.

CX 54

CX Gaming Innovation Start-ups 54

The DiJulius Group

DECEMBER 7, 2016

57,000% Sales Growth in Three Years Ever snacked on a Quest Bar? I love Quest Bars. Now I love them even more after learning about entrepreneur Tom Bilyeu, and how this incredible visionary grew his company Quest Nutrition 57,000% in just three years and his team of employees from six to over 1,400. Bilyeu’s company […].

Sales 45

Sales Customer Experience Management Customer Service Customer Experience 45

Comm100

DECEMBER 8, 2016

Whether you’re a management professional or a frontline representative, it’s essential to manage customer expectations to the best of your ability. Though we’ve reviewed ways to manage customer expectations in the past, this time around we want to specifically explore how language shapes your customers’ expectations. Just a few words, whether in person or via live chat, can make a world of difference when it comes to customer expectations.

Customer Expectations 41

Customer Expectations Invoicing Customer Service Technology 41

Confirmit

DECEMBER 7, 2016

“More insight.” “Less time.” “Give me answers now.” Demands from Market Research clients become tougher every year. 2016 has been no different and there’s no sign that 2017 will be easier. To accommodate this, Market Researchers need to build agile research programs which automate as much of the process as possible.

Innovation 40

Innovation 40

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Customer Bliss

DECEMBER 6, 2016

Episode Overview. Camille Harrison is the Group Vice President and Chief Customer Officer for Florida Blue. She has been in the role now for almost 40 months. Starting many years ago as a customer service rep, Camille has been in the “service” lane her entire career. In our conversation we discussed her successive roles, and why in particular the Chief of Staff role prepared Camille for the Chief Customer Officer role.

Hospitality 48

Hospitality Hospitality Customer Experience Start-ups 48

Qualtrics

DECEMBER 7, 2016

Instantaneous reactions are becoming the norm. Think tweets, likes, and the ever-expanding emoji screen. Certainly, customers expect us to reply as quickly as they can type on their smartphones. If they are sharing their thoughts on social media or in an email to you, these customers want an answer immediately. Sometimes sooner. You no longer have the luxury of surveying customers once a year for their opinions.

Close the Loop 30

Close the Loop Social Media Touchpoint Customer Feedback 30

Customer Bliss

DECEMBER 6, 2016

Episode Overview. Camille Harrison is the Group Vice President and Chief Customer Officer for Florida Blue. She has been in the role now for almost 40 months. Starting many years ago as a customer service rep, Camille has been in the “service” lane her entire career. In our conversation we discussed her successive roles, and why in particular the Chief of Staff role prepared Camille for the Chief Customer Officer role.

Hospitality 47

Hospitality Hospitality Customer Experience Start-ups 47

Qualtrics

DECEMBER 8, 2016

Whether you’re a first-year analyst or a world-renowned scientist, the Qualtrics Insight Summit has a stage for you. Last year more than 2,300 attendees made Summit the one-stop event for insight leaders at every stage of sophistication. 2017 will be even bigger with three tracks, world-famous thought leaders on the main stage, and more than 60 breakout sessions.

Innovation 20

Innovation Sales Customer Experience 20

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