Callminer

JUNE 10, 2016

Think, for a moment, about the last time you had an exceptional experience as a customer. What stood out to you? What do you remember the most?

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Beyond Philosophy

JUNE 8, 2016

I’m happy to report that more and more companies realize that emotions are significant to the Customer Experience. It’s an excellent first step. But it isn’t enough. Thinking that emotions are important in Customer Experience, or even that positive emotions are important to our Customer Experience isn’t enough. In general, business needs to get specific about the emotions in their Customer Experience.

Customer Experience 113

Customer Experience 113

Win the Customer

JUNE 7, 2016

From automated purchasing and shipping to simple returns and mobile-friendliness, these are the modern conveniences your online customers expect from your business. Today’s customer expects a lot. Online shoppers expect even more. And their expectations should not be ignored. In the United States alone there are more than 191 million online shoppers.

Customer Expectations 90

Customer Expectations Social Media Engineering Sales 90

MyCustomer Experience

JUNE 6, 2016

Why do some customer insight teams have a better internal reputation than others? Did some insight leaders just get lucky, with a great. 30th Sep 2022 Building your insight team's internal reputation. By Paul Laughlin Managing Director.

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Heart of the Customer

JUNE 7, 2016

I visited Antelope Canyon a few weeks ago. It’s a terrific trip, and I highly recommend it. As a part of the trip we visited the Glen Canyon Dam. Upriver of the Hoover Dam, it creates Lake Powell, the second largest man-made lake. The tour guide shared the three priorities for the dam: Water management […]. The post CX Vision lessons from the Glen Canyon Dam (and Isaac Asimov) appeared first on Heart of the Customer.

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CX Customer Experience 60

Beyond Philosophy

JUNE 6, 2016

I love Uber and one of the reasons is their seamless approach to payment, that included the tip, which meant I didn’t need to think about it? How much, do I have the right money, do I have any cash? However, cash tipping is now coming to Uber. The hired ride company is backing off of its previous “no tipping” policy, thanks to a proposed class action settlement in which drivers claimed the company have violated labor laws by discouraging tipping.

Customer Experience 111

Customer Experience Sales 111

Kate Nasser

JUNE 5, 2016

Use people skills smarts and communicate. It prevents voids & vacuums of trouble. Latest business leadership tips fr Kate Nasser, The People Skills Coach™. The post #PeopleSkills Smarts: Communicate or Become Irrelevant appeared first on KateNasser.com.

Customer Service 64

Customer Service 64

C3Centricity

JUNE 5, 2016

Things have been pretty hectic for me these past few weeks. As you read this, I am in New York presenting at the CASRO Technology and Innovation Event, 6th to 7th June. If you’re attending the event, please stop me and say “HI”; it would be awesome to meet some of my Amercian readers! I [.]. The post New Thinking, New Ideas, New Successes!

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Innovation Technology Technology Actionable Insights 48

Beyond Philosophy

JUNE 7, 2016

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. This week, Bob Thompson’s informative, timely blog on strategies companies can use to make customer experience a competitive advantage – and how most neither measure experience nor compete on it – puts me in mind of a line of discussion around customer experience lagniappe.

Customer Experience 74

Customer Experience B2C Touchpoint B2B 74

Provide Support

JUNE 7, 2016

Somewhere along the line, the customer service industry envisioned that it would be a great idea to start scripting everything. On the surface, it seems as though a script allows little room for error. Everyone is representing the company’s stance through crafted statements, and that should leave little room for error. The only problem is that without room for error, there’s also no room for growth.

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Customer Service Education Innovation Start-ups 43

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

Comm100

JUNE 7, 2016

If you read our last post, How to Prevent Difficult Customers in Retail: Online , you know we believe that when it comes to difficult customers, prevention is key. Your brick and mortar store is just as important as your online presence. According to the ICSC (The International Council of Shopping Centers), 78% of consumers still prefer shopping at a physical store.

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Retail Sales Customer Service 41

Kate Nasser

JUNE 7, 2016

The very best customer service reps exhibit these outstanding people skills. Checklist from Kate Nasser, The People Skills Coach™. The post 19 Outstanding People Skills of Best Customer Service Reps appeared first on KateNasser.com.

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Customer Service Contact Center 40

The DiJulius Group

JUNE 8, 2016

Are part-time employees hurting the Customer Experience your company delivers? Since the recession and Health Care Reform we have seen a huge trend of companies shifting workers to part-time to lower payroll and avoid paying for employee health insurance. However, there is one company, Sheetz, headquartered in Altoona, PA, that is bucking that trend and […].

Customer Service 40

Customer Service Customer Experience 40

CX Journey

JUNE 9, 2016

Image courtesy of CountyLemonade Still not convinced you need to map customer journeys? Earlier this week, I wrote about how eye opening journey maps and journey mapping workshops are. If you aren't mapping yet and still need to be convinced, I'll do my best to provide you some more reasons to map customer journeys. More? Yup. A couple years ago, I wrote a popular post titled 18 Reasons to Map Customer Journeys.

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VOC Customer Experience 42

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

Customer Service Training

JUNE 10, 2016

Telephone Manners and the Importance of Telephone Etiquette in Contact Centres

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Kate Nasser

JUNE 8, 2016

What does it take for leaders & managers to excel at employee engagement communication? JOIN #PeopleSkills Twitter chat June 12 10amEDT/2pmGMT w/ The People Skills Coach™ to explore this topic. The post Employee Engagement Communication: JOIN #PeopleSkills Chat 6/12 appeared first on KateNasser.com.

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1 to 1

JUNE 6, 2016

He's been called the creator of direct marketing and a pioneer in many modern marketing innovations. His storied career includes the creation of the toll-free 800-number, the magazine subscription card, and the loyalty rewards program. Advertising legend Lester Wunderman will receive a lifetime achievement award this week from the Marketing EDGE for his many accomplishments. .

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Direct Marketing Innovation 37

Customer Bliss

JUNE 7, 2016

Episode Overview. For our 8th episode, I talked with Aisling Hassell, who is the global head of CX at Airbnb. This is a particularly challenging role in the customer experience world — although in a way, they all are — because Airbnb currently offers properties in 191 countries and 34,000+ cities. Making sure the customer experience is complete across such a wide array of contexts is one of Aisling’s challenges.

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Customer Experience CX 37

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

Customer Service Training

JUNE 10, 2016

customer service training games to energise or break the ice during your customer service training

Gaming 40

Gaming Customer Service 40

CX Journey

JUNE 7, 2016

How are your journey mapping efforts coming along? You are mapping, aren't you? (If not, I can give you a few reasons to get started now. Well, after you finish reading this post, of course.) And you're following all of the key principles of mapping while you're doing it, right? Your maps tell the customer story accurately? And they're actionable? Good.

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Touchpoint Start-ups Customer Experience 38

1 to 1

JUNE 7, 2016

The Internet of Things is generating a mix of both excitement and apprehension around opportunities for transmitting data between connected devices and new services that can be delivered to customers along with fears about the security of the transmitted data. One of the industries where these emerging capabilities are offering tremendous promise is in healthcare, particularly as industry players are identifying ways to equip patients with personal medical devices that can be used to provide phy

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Healthcare Customer Experience 33

1 to 1

JUNE 9, 2016

When it comes to designing, delivering, and optimizing the customer experience, it's amazing how many mistakes companies make. Recently, experts in the space have been busy writing about how to avoid making such blunders. . There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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Customer Experience 30

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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

1 to 1

JUNE 8, 2016

Investing in new products without alienating your current customer base can be a complicated process. Interactive Intelligence, a call center solutions provider, is tackling this issue head-on as it promotes its PureCloud platform among customers who have embraced its on-premise solution. Earlier this week, at a press conference during Interactive Intelligence's annual Interactions user conference, attendees peppered CEO Don Brown with questions about the company's plans for its on-premise solut

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