Callminer

APRIL 4, 2017

Good surveys produce good data, and good data reflects experiences your customers actually have with the company. Good data shows where you need to improve.

Customer Satisfaction 182

Customer Satisfaction 182

Uniphore

APRIL 6, 2017

There's no denying the fact that customer service is critical to any business. As customers have more alternatives than ever, the businesses that win the battle of customer service gain a clear competitive advantage. That's why it's so important to understand how new technologies can help your company keep that competitive edge in order to best serve your customers and ultimately improve the efficiency of your business Here are four of the hottest technology trends ready to significantly improve

Technology 164

Technology Technology Customer Experience Customer Service 164

Beyond Philosophy

APRIL 5, 2017

Of course, we all make mistakes. Some of us make mistakes multiple times a day. Businesses need to be mindful of mistakes they make that impact their employees and customers. Company Apology Guidelines. A Company needs to have clear guidelines for handling a mishap and how to deliver an apology message. Also, someone in a Senior role needs to sound remorseful and express truthfulness when something wrong has occurred.

Customer Experience 134

Customer Experience CX 134

Win the Customer

APRIL 6, 2017

Customer relationship management software has become an essential sales tool for businesses. The global CRM market grew 12.3 percent from 2014 to 2015, from $23.4 billion to $26.3 billion , Gartner reported. By 2020, the market is expected to be worth $48.4 billion. As CRM use has grown more widespread, the number of CRM options available to businesses has proliferated.

CRM 108

CRM Customer Experience Social Media Sales 108

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

PeopleMetrics

APRIL 4, 2017

Hey, we get it – nobody wants to fail. But the hard truth is that failure is a fact of life. We try, get knocked down, and pick ourselves up to try again. We hold the ‘dust yourself off and get back on the horse’ ethos as admirable. We teach it to our children, and encourage them to learn from their mistakes. And we try to do this ourselves, as well.

Gaming 94

Gaming Voice of the Customer Innovation Customer-Centric Organization 94

Uniphore

APRIL 5, 2017

In today’s omnichannel world, the customer journey is no longer a straight line from A to B, but rather a meandering path, encompassing multiple touchpoints. Read More.

Omnichannel 138

Omnichannel Touchpoint 138

Heart of the Customer

APRIL 6, 2017

I’m a huge pizza fan. It’s a major character flaw, and hasn’t helped me in my goal to lose a little of this middle-aged weight. I normally get the expensive pizza from a local chain. But when the kids are home, I’m more likely to look for a less-expensive alternative. And Domino’s fits the bill. […]. The post Let Domino’s (Yes, Domino’s) Inspire Your Customer Experience appeared first on Heart of the Customer.

Customer Experience 84

Customer Experience 84

Customer Bliss

APRIL 6, 2017

eConsultancy just put out a guide around customer experience best practices , some of which are detailed in this blog post. Two stats jumped out at me right away — and those two stats are indicative of problems that some CX teams are having. Good news, though: they are also indicative of opportunities for growth and revenue within your organization.

Touchpoint 92

Touchpoint CX Customer Experience 92

Uniphore

APRIL 4, 2017

When implementing a new contact center, or transforming to a next generation one, the most critical piece of the puzzle is not the technologies implemented, but the vendor that does the implementing. Read More.

Contact Center 100

Contact Center Technology Technology 100

DMG Consulting

APRIL 4, 2017

Thank you for your interest in DMG Consulting’s publications. Please complete the registration form below. First Name * Last Name Email Address *. Monthly DMG Newsletter. I would like to receive the monthly DMG Newsletter. Comments This field is for validation purposes and should be left unchanged. Close. Cloud Solutions Are Rising in the Contact Center. 2/27/2017.

Contact Center 59

Contact Center Technology Technology Innovation 59

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Confirmit

APRIL 5, 2017

Have you ever wondered what means to look at Market Research through the eyes of an anthropologist? If I try to think as an anthropologist I can understand the consumer behavior more deeply and with greater immersion. As a Market Researcher I always try to understand the consumer and what is the best way to meet the consumer’s needs - in other words, what is the ESSENCE of the consumer?

63

63

Customer Bliss

APRIL 4, 2017

Episode Overview. Southwest Airlines has an industry-standard approach to promoting people from within. Sonya LaCore actually began as a flight attendant, rose through many levels of service leadership with in-flight crews, and today is the leader of all in-flight operations. This conversation is about that journey, her calling to serve, and more. About Sonya.

Hospitality 81

Hospitality Hospitality Touchpoint Engineering 81

Uniphore

APRIL 3, 2017

Intruder alert! While it is crucial to find out exactly how your customer feels, in order to deliver better service, intrusive methods like surveys and callbacks can easily end up shooting your efforts in the foot. Read More.

Customer Experience 100

Customer Experience 100

DMG Consulting

APRIL 4, 2017

Omni-Channel Contact Centers are Required in the Digital Era (whitepaper). 3/31/2017. By Donna Fluss. Introduction. The new generation of contact center infrastructure is designed to support customers in their channel of choice and to provide a seamless experience and track customers and their activities as they transition between channels. To continue reading, download the PDF by registering below: DOWNLOAD.

Contact Center 54

Contact Center Technology Technology CX 54

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

CX Journey

APRIL 5, 2017

Image courtesy of Castles, Capes & Clones I originally wrote today's post for Clicktools. It was published on their blog on June 7, 2016. I've made slight modifications. Are you following the 10 Commandments of Customer Experiences? Or is it time for a confession? In May 2016, I spoke at CallidusCloud Connections (C3); if you've never been to this event, be sure to check it out this year!

Customer Experience 57

Customer Experience Innovation Customer-Centric Organization CX 57

Provide Support

APRIL 4, 2017

How to close a conversation tips. “Kind words can be short and easy to speak, but their echoes are truly endless.” – Mother Theresa. The way you respond to your customers shows how you respect them and their business. In one of my earlier blog posts I offered useful recommendations for greeting your customers. Today I decided to talk about a proper conversation closing.

Customer Service 43

Customer Service 43

ClientSuccess

APRIL 7, 2017

Any customer success team looking to thrive and grow must review and evaluate processes and procedures at the end of each and every quarter. Quarterly reviews aren’t just for sales teams—these built-in review periods are a great way to step back and determine what is working and what needs to be re-tooled. Here are 5 ways customer success strategies to complete to prepare for a new quarter. 1.

Sales 41

Sales Customer Satisfaction Start-ups Innovation 41

DMG Consulting

APRIL 5, 2017

Thank you for your interest in DMG Consulting’s publications. Please complete the registration form below. First Name * Last Name Email Address *. Monthly DMG Newsletter. I would like to receive the monthly DMG Newsletter. Phone This field is for validation purposes and should be left unchanged. Close. Scouting Report: Real-Time Adaptive Scheduling—WFM’s Next Evolutionary Step. 3/21/2017.

Contact Center 48

Contact Center Engineering Gaming CRM 48

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

Confirmit

APRIL 5, 2017

Established in 1998, B2B International is the world’s leading B2B Market Research specialist. Its tailored business-to-business research projects help companies to drive tactical and strategic action by delivering insights in a commercial context. This case study demonstrates how B2B International has worked with Wolseley UK to seek the views of over 15,000 customers about the service and support provided by every Plumb, Parts and Drain Center branch or training facility.

B2B 40

B2B Touchpoint Voice of the Customer Customer Experience 40

The DiJulius Group

APRIL 5, 2017

Perspective If you are going to help make your organization a World-Class Customer service organization, you must have a consistently great outlook. You must see opportunities where most do not. You must believe in the present and future. You must have charitable assumption of your Customers and confidence in your existing and future generation of […].

Outlook 40

Outlook Customer Service 40

ProProfs

APRIL 5, 2017

If you’re like most teachers, you love what you, but at the same time, life would be better if you didn’t have to grade so many tests. At least when you’re grading reports, you can provide custom-tailored feedback to your students and it keeps life interesting. But grading a stack of multiple choice tests is like playing an endless (and lonely) game of tic-tac-toe.

Engineering 58

Engineering Gaming 58

DMG Consulting

APRIL 4, 2017

What End-Users Want from Their Cloud-Based Contact Center Infrastructure Vendor (whitepaper). 3/31/2017. By Donna Fluss. Introduction. Key end-user requirements are ease of doing business, highly reliable system performance, contact center expertise, on-going innovation, disaster recovery/business continuity, and a partner committed to their success.

Contact Center 48

Contact Center Innovation Technology Technology 48

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

Confirmit

APRIL 5, 2017

Public sector research specialist Orima Research has assessed and reported on some of the most high-profile and important government projects of the past decade. Evaluating the effects of a government program in remote Australia has its own unique challenges for even the most experienced field researchers. The company was commissioned to undertake a project with the aim of collecting information about the experiences of participants in a high-profile government trial aimed at finding an effectiv

Government 40

Government 40

ClientSuccess

APRIL 4, 2017

Mitch Mcfarlane, SVP of Product and Customer Experience at Instructure , recently spoke alongside several other customer success executives and leaders at the CS100 Summit 2016 in Park City, Utah. At Instructure, Mitch succeeded in scaling customer experience from 3 to over 300 employees in just 5 years. He also helped the team hit 100% net revenue retention during this time and kept NPS scores consistently above 50.

NPS 40

NPS Start-ups Sales Education 40

Confirmit

APRIL 5, 2017

Confirmit Compass is a methodology that defines the maturity of a VoC program as part of a larger customer experience (CX) strategy, enabling businesses to map their activities according to five key elements; Vision, Design, Engagement, Action and Value. Confirmit Compass is the industry’s only independently scientifically validated Customer Experience (CX) Program Maturity Assessment Model.

VOC 40

VOC Voice of the Customer CX Customer Experience 40

Confirmit

APRIL 5, 2017

Confirmit Compass CX Assessment services help you cut through the noise and drive your CX program toward success. Our comprehensive, yet standardized CX Program Assessment accurately measures the maturity of your company’s Voice of the Customer program and identifies key areas for improvements to help you impact key business goals and objectives.

CX 40

CX Voice of the Customer 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

DMG Consulting

APRIL 4, 2017

Contact Center 54

Contact Center CRM 54

DMG Consulting

APRIL 4, 2017

Customer Service 48

Customer Service 48

ClientSuccess

APRIL 7, 2017

Once a deal is signed, the ink is dry, and the kick off meeting is scheduled, it’s time for your customer success managers (CSMs) to drive a proactive approach to an awesome customer experience. The Hand Off of People’s Goals and Needs. Often this means looking back at the SOW (Statement of Work) to see what was sold and then working with the implementation team to get those goals off the ground first.

Customer-Centric Organization 40

Customer-Centric Organization Start-ups Customer Relationship Sales 40