7 Tips for Providing Exceptional Customer Experiences
Callminer
OCTOBER 13, 2016
How can you provide exceptional customer experiences? Seamless customer service, customer experience analytics, and technology are a few ways. Read more.
Callminer
OCTOBER 13, 2016
How can you provide exceptional customer experiences? Seamless customer service, customer experience analytics, and technology are a few ways. Read more.
Beyond Philosophy
OCTOBER 12, 2016
We live in the data age. Data is collected about our personal behavior everywhere. From the searches we instigate online to the products we order (and when) to the movies we choose in our Netflix Queue, sometimes it seems as if every move we make ends up in a database somewhere. So why this sudden interest in whether we watched all 14 seasons of ER or returned the Samsung Galaxy S5 Phone Case?
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Win the Customer
OCTOBER 10, 2016
Non-profit organizations are a great way to give back to a community, help those in need, and/or support a worthwhile cause. Unfortunately, even with the well-placed intentions of helping others, aspiring non-profit business owners must go through a lot of red tape beforehand. Here are things you need to know to get started in the industry. Conduct Key Research.
Heart of the Customer
OCTOBER 10, 2016
In preparation for a series of classes on journey mapping I helped lead through the CXPA, they interviewed a few of us on best practices in journey mapping. The other participants included a few of our partners: Stacy Bolger, Senior Strategic Consulting Director, MaritzCX, VP: Valerie Peck, President / CEO, East Bay Services Group, SuiteCX, […].
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.
Callminer
OCTOBER 14, 2016
If your company isn’t taking the customer experience seriously, you should be. Research shows, by 2020, the customer will manage 85% of his or her experience with an enterprise without interacting with a human. Add to that statistic the fact that, within just a few years, the majority (89%) of companies will compete mainly on […]. The post 7 Tips for Providing Exceptional Customer Experiences appeared first on CallMiner.
Beyond Philosophy
OCTOBER 10, 2016
When striving for the next level of Customer Experience, it is critical to understand how your customers make decisions. However, it’s probably not happening the way you think it is. As Customer Experience Consultants, we see our clients presume that customer evaluations of an experience occur at the product level. This presumption is only partway true.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
CX Journey
OCTOBER 12, 2016
Image courtesy of dushy4 I originally wrote today's post for ICSA as part of their blog carnival and celebration of National Customer Service Week. It appeared on their blog on September 5, 2016. It is a modified version of a post that I wrote for CX Journey back in 2012. National Customer Service Week is just a month away; it's awesome to set aside time to recognize and to celebrate those employees who work hard every day of the year to support customers.
Kate Nasser
OCTOBER 9, 2016
Leadership unfairness: Great leaders know that leadership is unfair to them in these ways & here's why they don't mind! Insight fr The People Skills Coach™. The post Leadership Unfairness: Reasons Leadership is Unfair to Leaders appeared first on KateNasser.com.
Kerry Bodine
OCTOBER 13, 2016
In a recent post, I talked about the trade-offs between quantitative and qualitative research. Here’s a quick summary: Neither is better than the other. Rather, they each have their relative strengths and weaknesses. But in order to get the most out of each research method, you need to properly sequence quantitative and qualitative research activities during your customer research efforts.
Provide Support
OCTOBER 12, 2016
Words to Avoid in Live Chat Communication. While communicating with customers over live chat there is always a risk to spoil the impression of the conversation by writing something inappropriate. However, not all customer service representatives realize this risk and understand that there are phrases and words to avoid in live chat communication. The words you use to communicate can convey a lot of meaning.
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.
Customer Bliss
OCTOBER 13, 2016
Every leader I’ve ever worked with is concerned about, and wants to prevent, customer defection. As we all know, though, customer defection does happen — and often it happens because of unclear issues around that same leadership. For as much as the modern business world is beginning to talk about “culture,” many people miss the point.
Kate Nasser
OCTOBER 11, 2016
JOIN People Skills global Twitter chat -- online rally to end bullying! Host: Kate Nasser, The People Skills Coach™. Use hashtag #PeopleSkills Oct. 16, 2016 at 10amET/2pmGMT. The post People Skills Chat to End Bullying: JOIN Oct. 16th 10amET | #PeopleSkills appeared first on KateNasser.com.
Comm100
OCTOBER 8, 2016
Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. But 68% of consumers will not go back to a provider once they’ve left, and 80% of them believe the company could have done more to retain their business in the first place. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty.
Kerry Bodine
OCTOBER 13, 2016
In a recent post, I talked about the trade-offs between quantitative and qualitative research. Here’s a quick summary: Neither is better than the other. Rather, they each have their relative strengths and weaknesses. But in order to get the most out of each research method, you need to properly sequence quantitative and qualitative research activities during your customer research efforts.
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?
InteractionMetrics
OCTOBER 14, 2016
At conferences, I’m often asked about mystery shopping, and it got me thinking: there are a lot of misunderstandings about what mystery shopping can and can’t do. Some see mystery shopping as a simple check-in; others see it as too artificial for an accurate customer service evaluation. Many executives assume they get the same insights […].
The DiJulius Group
OCTOBER 12, 2016
ROI on Advertising vs. Customer Service? Now is the time to shatter the myth that advertising delivers a higher ROI than customer service. This is the time of year every department in every company is fighting for an increase in their budget. Determining what they are allowed to spend for 2017, especially the budgets of […].
Kerry Bodine
OCTOBER 12, 2016
This post originally appeared in my regular column in Touchpoint Journal , published by the Service Design Network. Join me at the Service Design Global Conference October 27 & 28 in Amsterdam! For decades, designers have lamented that the business world didn’t understand or respect design. We howled didn’t have “a seat at the table.” We wondered when—or if—the tide would turn.
Kerry Bodine
OCTOBER 12, 2016
For decades, designers have lamented that the business world didn’t understand or respect design. We howled didn’t have “a seat at the table.” We wondered when—or if—the tide would turn. We needn’t wonder any longer. Business-focused media outlets like Business Week , Forbes , Harvard Business Review , and even The Wall Street Journal regularly publish articles about design thinking.
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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
Kerry Bodine
OCTOBER 14, 2016
Of the four types of customer journey maps , the current-state map is the most ubiquitous. That’s not surprising, given how many organizations are trying to understand their customers’ current pain points and improve the customer experience. Wondering how you can get started mapping your own organization’s current-state journey map? Follow these 10 steps: 1.
Kerry Bodine
OCTOBER 14, 2016
Of the four types of customer journey maps , the current-state map is the most ubiquitous. That’s not surprising, given how many organizations are trying to understand their customers’ current pain points and improve the customer experience. Wondering how you can get started mapping your own organization’s current-state journey map? Follow these 10 steps: 1.
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