Callminer

APRIL 7, 2016

In the call center, it is critical to make the most of your agents’ time. Read more about call center adherence best practices from industry experts.

182

182

Beyond Philosophy

APRIL 4, 2016

According to recent social science research, powerful people and leaders can fail as they will not collaborate. NPR had a recent broadcast on this concept. Researcher Angus Hildreth and Professor Cameron Anderson from UC Berkeley’s Haas School of Business, concluded that often when these powerful people get together they have to decide who is in charge.

CEM 113

CEM Start-ups CX Customer Experience 113

Win the Customer

APRIL 4, 2016

Smart companies engage in a variety of feedback methods to get at the heart of how their business is performing. As feedback comes in, these businesses begin to gain a clearer sense of what they are doing right and what they are doing wrong. Without feedback, a company is left guessing as to how their performance is progressing. This is a major problem for a lot of companies in the area of customer satisfaction.

Customer Satisfaction 98

Customer Satisfaction Manufacturing Retail Customer Feedback 98

Return Customer

APRIL 6, 2016

Your customer has a question, but wait – the customer service guy had to leave early today. The whole team has a summer outing. It’s after hours, they’re all asleep. But the customer’s inquiry is urgent. The customer is waiting. What do you do? Your company may have a designated customer service team tasked with responding to customer inquiries and solving customer-related complaints.

Social Media 84

Social Media Outlook Innovation Customer Service 84

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Callminer

APRIL 8, 2016

New data shows that 45 million hours a year are wasted on inadequate customer service. The fact of the matter is this: Companies simply can’t afford to waste time or money when brand and budgets on the line. But the question is: How can you ensure your contact center is best utilizing the scarce time […]. The post How Do You Define Call Center Adherence Best Practices?

Contact Center 174

Contact Center Customer Service 174

Beyond Philosophy

APRIL 7, 2016

I appreciate this is a controversial title – but let me explain! Last year, I questioned whether Customer Experience had delivered the goods. This year, I question whether Customer Experience is the problem. This year, I think Customer Experience isn’t failing us; we are failing Customer Experience. This whole line of thinking started last June with the American Customer Satisfaction Index (ACSI) score.

Net Promoter Score 113

Net Promoter Score CX CEM Customer Satisfaction 113

Heart of the Customer

APRIL 6, 2016

A few months ago I wrote an article for Quirk’s Magazine, about how journey mapping can help you get closer to you customers. Download the PDF below to read it (it starts on page 30), or read it here online! October 2015 Quirks Magazine. The post Walking in their Footsteps appeared first on Heart of the Customer.

Customer Experience 60

Customer Experience 60

CX Journey

APRIL 7, 2016

Image courtesy of lpk90901 Today I'm pleased to share a guest post authored by Jochen Wirtz and Ron Kaufman. Ron and I have been working on this topic for many years and are happy to report that the April issue of Harvard Business Review picked up our ideas and published a short piece in the Idea Watch section in the April 2016 issue. In this post, we summarize this article and add insights for service leaders and practitioners who would like to know more.

Mystery Shopper 56

Mystery Shopper Net Promoter Score Education B2C 56

Beyond Philosophy

APRIL 6, 2016

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Marketers are always looking to optimize their perceived customer value proposition, and to improve the elements of transactional and relationship experiences needed to deliver that value. What competitors are doing always comes into the dialogue, and companies must be aware of how the value offered and the communication tools used by competitors in the marketplace impacts their own performance.

Retail 94

Retail Gaming CX Customer Experience 94

Customer Bliss

APRIL 7, 2016

Tim Calkins, a marketing professor at Northwestern’s Kellogg School of Management, wrote an article in early 2016 entitled “Nobody Asked For Uber.” I’m actually not a huge fan of Uber from a customer standpoint, and I’ll be blogging about that in the next week or so — but it is hard to argue with their unicorn status or growth model, even if you think it might not necessarily last because of some issues they’re having on the customer front.

Finance 74

Finance Start-ups Innovation Sales 74

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

Heart of the Customer

APRIL 6, 2016

Check out this interview I did with ReachForce! The post CX Interview appeared first on Heart of the Customer.

CX 60

CX Customer Experience 60

C3Centricity

APRIL 2, 2016

I’ve just returned from a trip to California, USA. If you are a fellow marketer who follows me on Twitter, Facebook or LinkedIn, you will have seen some photos of the various places I visited, from San Jose in Silicon Valley near San Francisco, to the huge sprawling metropolis that is Los Angeles. I was [.]. The post How Marketers Like You Are fully Benefiting From This Awesomely Changing World that is Marketing appeared first on C3Centricity.

Customer Service 48

Customer Service 48

Beyond Philosophy

APRIL 3, 2016

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. After recently reviewing the Forbes customer value/customer loyalty interview of TD Bank’s CMO, Vinoo Vijay, one of his areas of emphasis (in addition to frequent customer surveys and generating insights from employees) was the resolution of problems. This is extremely important, because it speaks to how more progressive companies endeavor to make experiences less painful, if not more fulfilling and memorable.

Customer Satisfaction 92

Customer Satisfaction B2C B2B Pharmaceutical 92

ProProfs

APRIL 5, 2016

You can use ProProfs Flashcards to easily create online quizzes. Flashcards are ideal for memorizing new concepts, but with ProProfs you can also use them to test your knowledge – by instantly turning a flashcard into a quiz. You can create personalized study sets with notes, images and audio files or use a ready-made set from our library of over 100,000+ flashcards. .

Social Media 49

Social Media 49

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

Kate Nasser

APRIL 3, 2016

Customer service leaders, are you unknowingly killing employee morale? Checklist from The People Skills Coach™ & remove these morale killers. | Leadership. The post Customer Service Leaders: Remove These Morale Killers | #Leadership appeared first on KateNasser.com.

Customer Service 49

Customer Service Contact Center 49

CX Journey

APRIL 5, 2016

How well do you know and understand your customers' expectations? And why are they important? Merriam-Webster defines an expectation as a belief that something will happen or is likely to happen. But where do those beliefs, those expectations come from? There are a variety of ways that customer expectations are formed: brand promise marketing and advertising stated outright, e.g., we do X previous experience word of mouth or reviews and feedback from other customers from within ourselves, our ow

Customer Expectations 51

Customer Expectations Customer Experience Management Customer Experience 51

Beyond Philosophy

APRIL 3, 2016

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. After recently reviewing the Forbes customer value/customer loyalty interview of TD Bank’s CMO, Vinoo Vijay, one of his areas of emphasis (in addition to frequent customer surveys and generating insights from employees) was the resolution of problems. This is extremely important, because it speaks to how more progressive companies endeavor to make experiences less painful, if not more fulfilling and memorable.

Customer Satisfaction 92

Customer Satisfaction B2C B2B Pharmaceutical 92

Comm100

APRIL 8, 2016

Even with 244 million unique customers , Jeff Bezos knows better than to see his customers as a series of transactions. But with so many different customer relationships to maintain, what’s the wisdom that keeps this enterprise running? Surprisingly, Amazon’s success isn’t rooted in multi-million dollar advertising campaigns or shortening product life cycles, but rather, the desire to be the “Earth’s Most Customer-Centric Company” In the mind of Bezos, the success o

Customer Service 42

Customer Service Social Media Innovation Customer Satisfaction 42

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

Kate Nasser

APRIL 6, 2016

Even w/ so much online, face to face & phone etiquette matters & builds relationships. JOIN The People Skills Coach™ - #PeopleSkills global Twitter chat to discuss. The post Face to Face & Phone Etiquette: JOIN #PeopleSkills Chat April 10th appeared first on KateNasser.com.

40

40

ProProfs

APRIL 7, 2016

Tin Can Api is a new eLearning standard that is changing how organizations create and conduct their training programs. If your company is using a Learning Management System (LMS) or is planning to use one, then knowing how Tin Can API works will help you create and manage your trainings better. What is Tin Can API? Tin Can API is basically a set of procedures that allow different learning management systems to communicate with each other.

40

40

Beyond Philosophy

APRIL 7, 2016

I appreciate this is a controversial title – but let me explain! Last year, I questioned whether Customer Experience had delivered the goods. This year, I question whether Customer Experience is the problem. This year, I think Customer Experience isn’t failing us; we are failing Customer Experience. This whole line of thinking started last June with the American Customer Satisfaction Index (ACSI) score.

Net Promoter Score 60

Net Promoter Score CX CEM Customer Satisfaction 60

InteractionMetrics

APRIL 7, 2016

Most customer satisfaction surveys suffer from uneven customer representation, which leads to inaccurate data. As the saying goes, “garbage in, garbage out.” And let’s face it, garbage should never be the basis of your business decisions. You deserve facts, not fiction. So here are a few ways to improve your customer survey sampling methods to achieve balanced customer representation and high quality data.

Customer Survey 40

Customer Survey Non-Profits Customer Satisfaction Start-ups 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

The DiJulius Group

APRIL 6, 2016

Growing up, I was a wiz in spelling but throughout medical school and residency (eight years of intensive studying and rare sleep) my focus was entirely on medicine. There wasn’t time for pleasure reading and my brain couldn’t fit another fact into it. Subsequently, my ability to spell significantly dropped off and I found […].

Customer Service 40

Customer Service 40

Waypoint Group

APRIL 5, 2016

The post Why Advocate Marketing and Customer Success Should be Besties appeared first on Waypoint Group.

40

40

Beyond Philosophy

APRIL 6, 2016

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Marketers are always looking to optimize their perceived customer value proposition, and to improve the elements of transactional and relationship experiences needed to deliver that value. What competitors are doing always comes into the dialogue, and companies must be aware of how the value offered and the communication tools used by competitors in the marketplace impacts their own performance.

Retail 60

Retail Gaming CX Customer Experience 60

1 to 1

APRIL 4, 2016

The customer journey today follows a winding path across devices, channels, and between the physical and digital realms, making the job of customer experience leaders tough. Following a customer's path is one thing. Predicting it is yet another. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Journey Map 37

Customer Journey Map Customer Experience Customer Loyalty 37

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

Provide Support

APRIL 5, 2016

Great customer service quotes from business leaders is one of the best ways to motivate and inspire your team. They demonstrate not only rich experience but also show how important is to move forward and find a better way to do your job. In addition to being a great source of inspiration these quotes help to keep your company’s customer focused culture alive.

Customer Service 61

Customer Service 61

Beyond Philosophy

APRIL 4, 2016

According to recent social science research, powerful people and leaders can fail as they will not collaborate. NPR had a recent broadcast on this concept. Researcher Angus Hildreth and Professor Cameron Anderson from UC Berkeley’s Haas School of Business, concluded that often when these powerful people get together they have to decide who is in charge.

CEM 60

CEM Start-ups CX Customer Experience 60

1 to 1

APRIL 8, 2016

Engaging with customers today has never been so convoluted. With multiple paths to purchase across myriad channels and devices, understanding the 'when,' 'how,' and 'why' of moving customers from point A to point B has become ever so critical. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Journey Map 33

Customer Journey Map Customer Service Customer Experience 33

1 to 1

APRIL 5, 2016

More flights are arriving on time while airlines are losing fewer bags and fewer passengers are getting bumped from flights. Yet customer complaints are at their highest levels since 2001, according to the 2016 Airline Quality Rating report. The report, released on April 4, found that while the percentage of flights that arrived on time in 2015 rose from 76.2 percent in 2014 to 79.9 percent last year, customers were most frustrated with problem flights, including cancellations and delays.

Voice of the Customer 28

Voice of the Customer Customer Loyalty Customer Service Customer Experience 28

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

CX