Lumoa
JANUARY 3, 2018
My first full year as an entrepreneur has come to an end. Our company, Lumoa, has now been there for a bit more than one year. In fact, we celebrated our one-year anniversary on 14th of November. What have I learned? First of all, it has been a great year. I’ve enjoyed it tremendously. It actually surprises me, how fun it has been. We started Lumoa with Carlos and Suvi after leaving Microsoft in August 2016.
ClearAction
DECEMBER 30, 2017
How to Solve Customer Experience Silos Lynn Hunsaker. Customer experience silos are kryptonite, weakening your super-friendly staff, touch-points and designs. Smooth customer experiences require silo-solving across the customer journey. If your company wants to become a customer experience super-power, standing out in your industry and reaping those financial advantages, silo-solving must be predominant in your customer experience strategy.
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Beyond Philosophy
JANUARY 2, 2018
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. This past July 23rd, Southwest Airlines passenger Stacy Hurt called the airline’s customer service desk at the Pittsburgh International Airport. Her luggage, containing medication for helping with the side effects of the colon cancer chemo therapy, had failed to arrive on a flight from Nashville.
Fonolo
JANUARY 3, 2018
As a customer service leader, you know that not every interaction is going to go smoothly. It comes with the territory – having thick skin is essential for a CSR. Sometimes it’s easy to maintain your composure while dealing with a customer complaint, other times it’s more difficult. Whether the customer is entitled to their anger is not worth debating, the only thing you can do is try not to escalate the situation any further.
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.
UJET
JANUARY 4, 2018
A shift is occurring in the customer support industry. After years of looking at support as just a cost center, companies are waking up to the fact that delivering great customer support is directly correlated to the success of the enterprise. Empowered consumers have real-time mediums to share their experiences across large social graphs and those experiences can have an immediate and significant impact on brand sentiment, customer loyalty, and the bottom line.
ClearAction
DECEMBER 31, 2017
What is Customer Experience Strategy? Lynn Hunsaker. Is “customer experience strategy” like the Wheel of Fortune spinner? The diversity of what it is in practice among companies today kind of feels that way. Ask 10 companies what their customer experience strategy is and you’ll likely get 10 very different combinations of alphabet soup*: CJM, CRM, VoC, UX, FCR, NPS, AI, self-service, digital marketing, word-of-mouth, customer success, retention programs, loyalty programs, and so forth.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Taylor Reach Group
JANUARY 5, 2018
By: Peg Ayers , MBA, CCXP. Outsourcing your Contact Center can be a scary proposition. You feel like you’re losing control. Whether you’ve been providing great service in-house or you’re making outsourcing part of your initial business plan, you can’t afford to let service slip. You’re trusting somebody else with your customers? What are you thinking?
Myra Golden Media
JANUARY 4, 2018
I spent this afternoon in my Strategic Block. My Strategic Block, the best idea I took from the book, 12 Week Year by Brian P. Morgan and Michael Lennington, is for me to spend three hours every week “on” my business. It’s three uninterrupted hours of me doing something to improve my business. Today that three-hour block was spent listening to a business audiobook on my Alexa Echo.
ClearAction
DECEMBER 30, 2017
How to Solve Customer Experience Silos Lynn Hunsaker. Customer experience silos are kryptonite, weakening your super-friendly staff, touch-points and designs. Smooth customer experiences require silo-solving across the customer journey. If your company wants to become a customer experience super-power, standing out in your industry and reaping those financial advantages, silo-solving must be predominant in your customer experience strategy.
Beyond Philosophy
JANUARY 3, 2018
Colin and Ryan discuss why customers complain. What psychology drives this behavior? Most importantly, what can you do about it? The discussion is grounded in real world business situations and bolstered by techniques and approaches you can do today that will make a difference. Hosts Colin Shaw and Ryan Hamilton. Brought to you by BeyondPhilosophy.com.
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Taylor Reach Group
JANUARY 3, 2018
By: Peg Ayers and Turaj Seyrafiaan. Definition of Average Handle Time: The average time spent handling a contact with a customer, which may be a call, email, chat or any kind of request. The total handle time includes not only the time that an agent spends directly communicating with the customer but also time spend after the contact completing customer’s request – ACW – After Call Work (ACW) or Post Call Processing (PCP).
Fonolo
JANUARY 4, 2018
Every year we read about what promises to be the hottest contact center trends. This list can, all too often, be endless. As important as it is to try new things, especially in an industry that relies so heavily on the customer experience, it’s just as important to prioritize those strategies. The call center landscape is more complex than ever, and wasting time on trends that don’t benefit you will only lead to failure.
ClearAction
DECEMBER 31, 2017
What is Customer Experience Value Creation? Lynn Hunsaker. Customer experience value is seldom quantified from the customer’s viewpoint. We explore it through customer journey mapping, customer advisory boards, surveys, user experience testing, and so forth. Even so, we still may not be sizing it up from their perspective. Customer experience value creation occurs when you empower customers to achieve their goals with greater satisfaction in a win-win approach.
Beyond Philosophy
JANUARY 3, 2018
Colin Shaw and Professor Ryan Hamilton discuss the fact that we all think that we make logical decisions but the reality is we don;t. We are irrational,m Customers are irrational. What should we do about this? Brought to you by BeyondPhilosophy.com. IC2(IC5). The post Why Are Customers Irrational? appeared first on.
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.
DMG Consulting
JANUARY 2, 2018
Scouting Report: Speech Analytics Enters Its Next Act — Maturity. 12/21/2017. By Donna Fluss. View this document on the publisher’s website. The speech analytics market continues on its remarkable journey as it matures, enters middle age, and confronts a variety of new challenges. The primary issues are these: Speech analytics is not yet considered a “must-have” application; analytics-enabled quality assurance (AQA) has not caught on; real-time speech analytics has a limited number of use
Provide Support
JANUARY 2, 2018
How Good Content Lets Your Customers Know You Care. Whether you are a start-up company, regional SME or global corporation, chances are how you and your staff provide great service to your own customers is a process that has been carefully honed and refined. The customer care you provide should after all be your biggest USP as a brand, especially as super savvy consumers expect more from the companies they spend their hard earned cash with.
ClearAction
DECEMBER 30, 2017
Improve Customer Experience by Borrowing Ideas Lynn Hunsaker. Creativity is essential in our highly competitive business environment. As technology and options expand, customers’ expectations for higher value are always rising. Companies that use creativity to understand, anticipate, and exceed customer expectations are the companies that grow, keep jobs, and thrive.
Beyond Philosophy
JANUARY 3, 2018
Colin Shaw and Professor Ryan Hamilton discuss how customers use ‘shortcuts’ to make decisions. Learn how you can use this to improve your Customer Experience. They also discuss how customer decisions are affected by how many times they see things. Brought to you by BeyondPhilosophy.com. IC3. The post Why Customers Create ‘Shortcuts’ When Making a Decision appeared first on.
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?
Myra Golden Media
JANUARY 2, 2018
Note: This is a rare post that is not about customer service. Scroll on down if my book list doesn’t interest you. My ego won’t be bruised. . I read voraciously, on planes, in between conference calls, while onions saute and in the spring and summer, on my patio. I read hardbacks, love nestling up with my Kindle, and I also listen to a lot of Audible books.
Chip Bell
JANUARY 2, 2018
It started with a discussion over the duties of a particular committee chair at my church. After twenty minutes of esoteric ballyhoo ranging from “the chair provides order” (not a big worry in my conservative church), and “the chair brings leadership” (we are all leaders), the person who was voted into the role stopped the fluffy debate by finally saying, “We are here for service and the chair is the chief service provider.
ClearAction
DECEMBER 30, 2017
Who is the Right Customer: Decisions for Managing Customer Surveys Lynn Hunsaker. Collecting customer feedback can be trickier than it sounds, as you navigate through decisions for sample selection, timing, frequency, numeric rating and open-ended questions, and so forth. Among your decision criteria, a frequent request of your stakeholders may be: “please interview the ‘right’ customers”.
SugarCRM
JANUARY 2, 2018
Before focusing on today’s post, I’d like to wish a Happy New Year to all SugarCRM blog readers. We thank you for your support and hope you’ll regularly check back in with us as we are excited to bring you fresh, innovative and thought-provoking content in 2018. If you’re like me, today is about shaking off the rust, getting caught up and getting back in the flow to make 2018 a great and productive year.
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.
ClientSuccess
JANUARY 5, 2018
Yesterday, David Skok , General Partner of Matrix Partners , published a great customer success article called Top Two Reasons for Churn. In this article, Skok discusses how failure to onboard a customer successfully and how loss of the champion who drove the purchase are two of the major reasons for churn. Inspired by his first reason, driving successful onboarding.
Confirmit
JANUARY 4, 2018
In my role as part of Confirmit’s CX Consulting team, I spend a lot of time working closely with clients to build and evolve their Voice of the Customer programs. The majority of these companies have been able to advance from taking short-term tactical corrective actions to making longer-term strategic and visionary changes. But often, even with this progress, someone running a VoC program who does not understand why scores are flat will call on me.
ClearAction
DECEMBER 30, 2017
Customer-Centric Innovation Lynn Hunsaker. What defines a customer-centric organization, and why is taking a customer-centric approach increasingly seen as important? Clear Action’s Lynn Hunsaker and Patricia Seybold Group’s Matthew Lees argue the business case for a customer-centric organization. Lynn Hunsaker. When the customer’s well-being comes first in your decision-making, you’re customer-centric.
Waypoint Group
JANUARY 2, 2018
I am often asked, “What’s a good response rate for my B2B NPS/Customer survey?” Since we know that response rates can be a potent indicator of renewal and expansion, improving from the “typical” ~15% in B2B environments often leads to accelerated rates of corporate growth. A well-oiled program will see participation (i.e. response) upwards of 80%+ at the contact-level, and […].
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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
SugarCRM
JANUARY 3, 2018
2018 is the year of GDPR. There is no getting around it. This means businesses around the world will be looking toward the new year with interest, anticipation, and even a healthy amount of fear. What will the year bring? What new surprises will we see on the political and economic landscape? One thing for certain is that the impact of the new General Data Protection Regulation (GDPR) will be felt with full force.
1 to 1
JANUARY 2, 2018
As we say hello to 2018, certain business practices and trends are sure to follow us into the New Year. For instance, personalized experiences, meeting customer expectations, and protecting customer data continue to be important aspects of the customer experience. At the same time, a new year calls for a fresh start. And with that in mind, I have a list of ways businesses could begin transforming the ways they treat customers and their data.
ClearAction
DECEMBER 31, 2017
What is Customer Experience Improvement? Lynn Hunsaker. What more could you wish for than 288% higher lifetime value of your key accounts? That’s really the goal of customer experience management, whereas recommendations, high survey scores, repeat purchases, and so forth are all means to this end. It’s all about longer, more profitable relationships between your company and your customers.
CX Journey
JANUARY 3, 2018
Image courtesy of Pixabay I originally wrote today's post for CallidusCloudCX; it was published on their blog on July 26, 2017. In last July's webinar with CallidusCloudCX, I talked about nine behaviors of CX Losers. (There are more than nine, without a doubt!) One of the behaviors was failing to break down organizational silos. I grew up on a farm, so I'm quite familiar with silos.
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
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