Uniphore
AUGUST 30, 2015
More than a third of consumers would gladly live without electricity for a week if the alternative was to live without their smartphones, found a Cisco study. It’s understandable. As WDS points out, every mobile device is an “omni channel platform with voice, email, web chat, video chat, SMS and social media capabilities”. Read More.
Customers That Stick
SEPTEMBER 3, 2015
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Beyond Philosophy
SEPTEMBER 4, 2015
Customer Experience (CX) is a journey, not a destination. The status quo for what makes a great CX is always changing, and soon the bar is raised, forcing everyone to take it to the next level. Depending where you are on your CX journey, you might be left behind if you aren’t constantly examining your results and don’t keep pushing for the next level.
Heart of the Customer
SEPTEMBER 2, 2015
I was talking with a call center manager who made a startling comment: “We have some problems with our website. But we deliberately don’t fix them. That way, our customers call us and we can fix their problems and delight them.” Wow. This was one of those situations where I wasn’t really sure how to […]. The post Put an End to Customer Frustration and Build Real Loyalty appeared first on Heart of the Customer.
Speaker: Jason Cottrell
Brands used to look for a vendor who could do everything. Over time, one vendor was no longer enough to meet a brand’s needs, and they added, added and added. Now they need all their vendors to work well together. That’s composable, and only some will make the cut. As customers — and your board — expect you to be in new channels and to rapidly adapt to shifts in the market, the need for true composability is more crucial than ever before.
ClearAction
AUGUST 29, 2015
3 Types of Customer Experience Action Essential to ROI. Most things in life need ALL their ingredients to function as intended. Miss the eggs in a cake recipe, forget earbuds for your iPod nano, omit the submit button on a form, arrive at an airport without your luggage, get no sleep in a 24-hour period — you get the picture. If your recipe for customer experience ROI does not call for 3 types of action, it will probably flop.
PeopleMetrics
SEPTEMBER 1, 2015
In case you missed it, The New York Times recently published a tell-all exposé about Amazon’s corporate culture. The short of it: Amazon is a competitive, punishing, often-cruel workplace. People cry at their desks, sometimes past midnight. And worse things happen too. Jeff Bezos sent a message to staff , asking them to read the Times article, saying he didn’t “recognize this Amazon,” and he hoped they didn’t either.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Kate Nasser
SEPTEMBER 1, 2015
Leadership Emotion Radar: Leaders especially analytic & technical ones must remember to honor these employee emotional needs. Fr The People Skills Coach™. The post Leadership Emotion Radar: 12 Employee Emotional Needs to Honor appeared first on KateNasser.com.
CX Journey
SEPTEMBER 1, 2015
Image courtesy of interestedbystandr I originally wrote today's post for Intradiem. It appeared on their blog on March 19, 2015. "Treat employees better than customers." What? Isn't that sacrilegious? There's a huge debate in life: what came first, the chicken or the egg? In business, the debate is: who comes first, the customer or the employee? The answer is more obvious than it might seem: it must be the employee, even if it's just slightly more first than customers.
Customer Bliss
SEPTEMBER 3, 2015
The lens for making decisions varies by leader. Each has a different definition of how well the company is growing. They measure it by their own internal deliverables and metrics. This creates confusion for employees and that confusion results in the random and inconsistent treatment customers receive. Without a conversation that unites leaders in what I call their operational ‘code of conduct’ for how the company will and will not grow, employees don’t have a clear road map for how to steer the
The DiJulius Group
SEPTEMBER 3, 2015
Having a job we hate may be worse than not having a job at all – According to the Deloitte Shift Index, 80 percent of people are dissatisfied with their jobs. In his book, Leaders Eat Last, Simon Sinek points out, “Great leaders truly care about those they are privileged to lead and understand that […].
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.
Kate Nasser
AUGUST 30, 2015
Don't just focus on angry customers. Reverse customer experience strategy & make sure you retain calm customers too. Video fr The People Skills Coach™. The post Reverse Customer Experience: Are You Driving Calm Customers Away? appeared first on KateNasser.com.
Fonolo
SEPTEMBER 2, 2015
We LOVE working with credit unions. This industry truly grasps what customer experience is all about, and we’re always happy to help them provide a great service to their communities. That’s why we’re excited to share with you our most recent success story, featuring Stanford Federal Credit Union. Stanford FCU is a $1.7 billion full-service financial institution, owned and operated by over 50,000 members of the Stanford Community.
1 to 1
SEPTEMBER 1, 2015
The calendar might read September 1, but retailers are already busy planning for the holidays. As 1to1 Media Senior Writer Judith Aquino points out in this week's feature, "How to Overhaul Your Holiday Retail Strategy," although holiday spending is projected to jump by as much as 5.7 percent this year thanks to lower gas prices and declining unemployment rates, retailers will continue to remain under pressure to distinguish themselves from competitors and to find creative ways to engage with sho
Qualtrics
SEPTEMBER 1, 2015
Popeyes Louisiana Chicken was in trouble. Stock prices were way down, sales were dropping and customer service had dropped to the bottom of their priority list. What ultimately saved the fast food chain from the death spiral? Overhauling their culture to focus on customer obsession. Customer experience (CX) is an integral part of every industry. I was reading a recent CEI report and found it interesting that 86 percent of buyers were willing to pay more for a better customer experience, but only
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Provide Support
SEPTEMBER 1, 2015
Customer Experience Mistakes to Avoid On E-commerce Sites. There are many talks today around how to create a winning customer experience. It goes without saying that nowadays with increasing choice, high availability, and more standardized pricing of products, the competition has evolved into the challenge of making customers feeling positive and happy about their experience with your brand.
Waypoint Group
SEPTEMBER 2, 2015
Are you doing it wrong? The last couple of weeks, my posts on LinkedIn have focused on renewals , NPS and feedback in a business-to-business setting. This week I want to shift to another popular B2C oriented CX practice that needs to be augmented a bit for true impact in B2B. Customer Journey Mapping has become a popular tool in the CX space and it’s a great starting point for understanding how your customers flow through the different touchpoints of your company.
1 to 1
SEPTEMBER 3, 2015
Giving consumers recommendations or directions to a restaurant is no longer enough--personalized recommendations have become the new standard. Tech companies from startups to huge enterprises are rolling out personalized recommendations tools in the race to deliver the most relevant content to consumers. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
1 to 1
SEPTEMBER 1, 2015
Now that schools are back in session, students are frantically trying to collect their assigned course materials for the present semester. Undergraduates, in particular, always struggle to find the right books at the cheapest price because college campus bookstores fail to empathize with their wallet woes. Thrift Books, however, taps into this need by offering high-quality used books at affordable prices that anyone can enjoy.
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.
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