Callminer

FEBRUARY 28, 2017

Top Call Center Conferences 2017: 49 Must-Attend Events to Learn the Latest Trends and Technologies for Boosting Call Center Performance Call centers remain the most important customer channel companies have; indeed, Forrester claims that 73% of consumers opt to call when they need service, and a study by Arizona State University finds that customers are 11 […].

Technology 265

Technology Technology 265

Customers That Stick

FEBRUARY 27, 2017

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Customer Service 141

Customer Service 141

Beyond Philosophy

FEBRUARY 27, 2017

Hotel giant Hilton recently dropped the H from its rewards program , replacing the linguistically puzzling Hilton HHonors with an easier to pronounce version, Hilton Honors. The change is more than cosmetic. The new rewards program will be the first in the industry to allow members to combine points and money for a hotel visit. Members can also combine points with friends or family members for free, or use points to buy things on Amazon.com.

Customer Loyalty 133

Customer Loyalty Start-ups Innovation Customer Experience 133

PeopleMetrics

MARCH 1, 2017

If you’ve been keeping up with this series, you're familiar with the idea of gathering continuous customer feedback. But it's important to note the changing environment for how that feedback is handled. Traditionally, customer satisfaction surveys have focused on collecting aggregate data. In the world of market research, this approach makes sense. It’s statistically accurate, high-level, and shows trending data—all great things for market researchers.

Customer Feedback 99

Customer Feedback Close the Loop Voice of the Customer Case Management 99

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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.

Return Customer

MARCH 1, 2017

Have you ever been treated to an unexpected gift from a company? It may have been money off your next purchase or a complimentary upgrade. Whatever the case, think about how that made you feel. Pretty happy right? A simple gesture can go a long way when it comes to keeping your customers loyal. Here are 5 practical ways that you can surprise and delight your customers. 1.

B2B 78

B2B Retail Customer Experience Customer Service 78

ClearAction

FEBRUARY 27, 2017

Why Only 15% of Voice of Customer Programs are “Very Successful” Lynn Hunsaker. Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. What’s broken? Just 34% say their VoC program is “good” or “very good” at making changes to the business based on VoC insights.

VOC 71

VOC CXM Customer Experience Maturity Model Start-ups 71

PeopleMetrics

MARCH 1, 2017

Over the last couple of years, our own Kate Feather has had the privilege of speaking at a number of banking and credit union events centered on customer experience. She likes to share a particular data point, as it never fails to stun the audience. It comes from our independent research, which found: 78% of banking executives said that their customer experience had improved in the preceding 12 months. 28% of consumers agreed.

Net Promoter Score 72

Net Promoter Score Customer Feedback Start-ups Customer Survey 72

Heart of the Customer

MARCH 1, 2017

Marketing is a critical ally in your effort to build an improved customer experience. They regularly communicate with your customers. If you don’t effectively engage marketing, you’re fighting an uphill battle. They also tend to have influence in the C-Suite, making it even more critical. This may explain why many CX organizations report through marketing. […].

Customer Experience 60

Customer Experience CX 60

Customer Bliss

FEBRUARY 28, 2017

About This Episode. I was really enamored in speaking with Mary. Lyft is a company founded on a specific mission ( more here ), and her role is designed to reflect both customer experience and trust. Some companies you’ll see claim to have an awesome customer experience program, but what they mean is “we generate a bunch of revenue from customers.” That’s not actually customer experience.

Customer Experience 59

Customer Experience Transportation Start-ups Business Operations 59

Beyond Philosophy

MARCH 1, 2017

Even if you didn’t watch the Super Bowl, you probably checked out this year’s commercials. I certainly did. I laughed out loud at Melissa McCarthy pratfalling her way through environmental causes in an ad for Kia’s Niro hybrid. And no matter what you thought of the controversial 84 Lumber commercial , it was hard not to be touched by the hopeful face of the little girl setting off on a long journey.

Social Media 115

Social Media Start-ups Retail Customer Loyalty 115

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

PeopleMetrics

MARCH 1, 2017

The final discipline of growth banking is all about listening and acting on feedback from your customers. This discipline requires an understanding of measure and metrics. It requires a commitment to closed-loop feedback. And it starts with the decision to either build or buy a Voice of the Customer solution for your own organization. But it's important to note: having customer data and following up with individual customer and employee feedback is not enough to move your overall Net Promoter or

Net Promoter Score 70

Net Promoter Score Innovation Customer Loyalty Voice of the Customer 70

Heart of the Customer

MARCH 1, 2017

Marketing is a critical ally in your effort to build an improved customer experience. They regularly communicate with your customers. If you don’t effectively engage marketing, you’re fighting an uphill battle. They also tend to have influence in the C-Suite, making it even more critical. This may explain why many CX organizations report through marketing. […].

Customer Experience 60

Customer Experience CX 60

ClearAction

FEBRUARY 27, 2017

Why Only 15% of Voice of Customer Programs are “Very Successful” Lynn Hunsaker. Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. What’s broken? Just 34% say their VoC program is “good” or “very good” at making changes to the business based on VoC insights.

VOC 54

VOC CXM Customer Experience Maturity Model Start-ups 54

Provide Support

FEBRUARY 28, 2017

Customer Service Quality. Almost all businesses strive to offer superior customers service. However, not all of them succeed in this. There are certain factors that negatively affect customer service quality and do not allow companies to reward their customers with exceptional customer service. Before I start talking about these factors I’d like to ask, do you know what customer service means?

Customer Service 46

Customer Service 46

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

PeopleMetrics

MARCH 1, 2017

It's clear that listening and taking action on customer feedback is a growth tactic for your bank. But how do you get started with a customer feedback management program? As with most organizational initiatives, you have two options: build or buy. Depending on your needs, building your own customer feedback system may be a real possibility. We've worked with organizations that have successfully built and managed their own programs for years.

Customer Feedback 70

Customer Feedback Voice of the Customer Technology Technology 70

CX Journey

MARCH 1, 2017

How do you know if the work you're doing to transform your company's culture is effective and is making an impact? Customer experience professionals fight hard for the customer and are often challenged when it comes to making the case for improving the customer experience and transforming the company culture to be customer-centric versus other, more easily quantifiable company initiatives.

Mystery Shopping 50

Mystery Shopping Start-ups Customer Feedback Customer Experience 50

ClientSuccess

MARCH 3, 2017

For those just joining my blog series CSM from the Trenches , welcome. Here I discuss trends, best practices, and advice for frontline customer success managers (CSMs). Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Let’s move forward with this week’s blog post!

Gaming 45

Gaming Customer Satisfaction 45

Confirmit

MARCH 2, 2017

Market Research methods are constantly changing and needed to be ready to adapt to those changes at all times. Pacific Market Research needed a partner that could keep up with the evolving industry and ensure ongoing success. In this case study, you'll learn how Pacific was able to meet their clients' demands for multi-country, multi-language surveys by implementing Confirmit Horizons.

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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

PeopleMetrics

MARCH 1, 2017

Your staff knows about what motivates customers, what concerns them, how they like to interact with your company, and for what reasons. So why not ask your staff to weigh in on your customer persona work? Presenting your personas to a selection of employees will give you a valuable, insightful perspective. So rather than keep your work to yourself, let them in on your little secret.

Voice of the Customer 64

Voice of the Customer Sales Customer Experience Customer Retention 64

1 to 1

FEBRUARY 28, 2017

It’s not a secret that social media doesn’t stand still; the question is, how can brands keep up with those changes to effectively engage their target audiences? Social media experts at this year’s Social Media Week in New York City provided some hints by highlighting a number of trends and best practices that are emerging in the social space. Here are five key trends to keep an eye on: Facebook’s saturation challengeFacebook is still the top social network but it’s quickly reaching a.

Social Media 41

Social Media 41

Customer Bliss

MARCH 2, 2017

Choice overload is all tied to the “paradox of choice,” which helped Barry Schwartz become famous. The basic idea: freedom of choice is a central tenet of Western societies, and yes, it has made us freer. But has it also paralyzed us and increased dissatisfaction as opposed to increasing happiness? Think of this in terms of breakfast staples, i.e. milk or coffee.

Customer Experience 61

Customer Experience Agriculture Manufacturing Innovation 61

Confirmit

FEBRUARY 28, 2017

If you’re still pondering whether or not to enter the Confirmit ACE awards, it’s time to get off the fence! As well as the benefits we talked about in our last blog , winning an ACE award is something that our past winners have loved sharing! From social media posts, to articles in their target media publications, and webinars, the 2016 winners have been sharing their success with the world – and their customers.

Hospitality 40

Hospitality Hospitality Social Media Voice of the Employee 40

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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

PeopleMetrics

MARCH 1, 2017

Great customer experiences don’t just happen. They require deliberate decisions and supporting leadership behaviors. As we mentioned in an earlier section, our research found that adhering to a decision-making process that considers the impact on the customer is one of the practices that separate growth banks from non-growth banks. Let’s imagine that you have defined the experience you intend to deliver.

Contact Center 61

Contact Center Customer Experience Customer Feedback Voice of the Customer 61

PeopleMetrics

MARCH 1, 2017

If you want to grow your bank by acting on individual customer feedback, your success depends upon a fundamental principle—you have to engage and encourage customers to provide feedback. In this regard, we advise our clients to follow the five tenets listed below. Take note of each, because they'll help you maximize the quality and quantity of the feedback you collect.

Customer Feedback 61

Customer Feedback Voice of the Customer Text Analytics Customer Experience 61

PeopleMetrics

MARCH 1, 2017

Introduction. In directing banks toward continued relevance and future success, banking executives face some tough, complex questions like: How do we avoid commoditization? How do we differentiate in a low-growth, low-margin, competitive world? How do we offer our customers a seamless, easy banking experience? If those weren't challenging enough, the same executives are also tasked with changing regulations, evolving technology, new payment methodologies, and non-traditional competitors entering

Customer Feedback 54

Customer Feedback Customer Relationship Customer Experience Technology 54

PeopleMetrics

MARCH 1, 2017

Customer-centric businesses put customers at the core of the business, then make policy and process design decisions centered on the needs of those customers. That customer focus compels naysayers to label customer centricity as an ill-advised business strategy. What happens, those naysayers ask, when your heart pushes you to take action that interferes with a long and prosperous future?

Customer Experience 97

Customer Experience Voice of the Customer Customer Feedback 97

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

Retail

PeopleMetrics

MARCH 1, 2017

With insufficient planning and preparation, your customer feedback strategy may stumble, you may lose team members along the way, or find yourselves lost in a sea of information. Let's avoid such painful struggles by going over nine steps to maximize your chances of success. Step 1: Involve the field in the design of the program. Early on, our most successful banking clients took time to plan their programs with representatives from branch operations, contact centers, and digital channels.

Customer Feedback 76

Customer Feedback Close the Loop Voice of the Customer Start-ups 76

Confirmit

FEBRUARY 26, 2017

Unruly is an advertising technology company that gets videos watched, seen, shared and loved across the web. Unruly uses emotional audience data and user-friendly video formats to increase viewer engagement, brand performance and publisher revenues. To measure and report on the wealth of video content being watched and shared, Unruly combines a range of methodologies, including panel-based surveys, facial coding and audio tracking, alongside traditional advertising demographic and behavioral tar

Voice of the Customer 45

Voice of the Customer Technology Technology 45