Callminer

DECEMBER 17, 2015

What is wrap up time in the call center – and why is it important for driving efficiency and improving the customer experience? Take a look in CallMiner’s latest blog post.

Customer Experience 182

Customer Experience 182

Bill Quiseng

DECEMBER 14, 2015

This week’s post is written by Ravi Shukle. In my posts, I provide advice to improve face to face customer interactions. But today’s customers are expecting service on-line and on the social media channels that they use. One of the great benefits of social media is connecting with people who we would otherwise not meet. Since I certainly am not an expert on how to use social media for customer service, I reached out halfway around the world to someone who is, Ravi.

Social Media 151

Social Media Customer Service Customer Loyalty Start-ups 151

Win the Customer

DECEMBER 17, 2015

Research from Forrester has found that 80% of companies want to use customer service to differentiate themselves from the competition. So if every organization wants their customer service to be the best it can be, how do those who really stand out from the competition actually do it? Rather than just rehashing the same old suggestions that anyone can find online, we turned to the customer service experts to help answer that most critical question: What’s the #1 way to really improve custo

Customer Service 114

Customer Service Customer Satisfaction Customer Experience 114

Beyond Philosophy

DECEMBER 17, 2015

Do you have loyal Customers or do your Customers buy from habit? Mistaking Customers’ habit for loyalty is a common mistake to make. Many organizations think their Customers are loyal only to find out later they are not, typically after they lose them to a competitor. Customers have habits, and habits can be broken. True loyalty, on the other hand, is much tougher to break.

Retail 79

Retail Social Media Customer Loyalty Sales 79

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Heart of the Customer

DECEMBER 16, 2015

As more and more people are learning about journey mapping, it’s becoming clear to them just how useful it can be. And that’s great! But sometimes journey mapping can be misunderstood—or rather, only used at a fraction of its potential. While many people conceive of journey mapping as a research activity, in truth it can […]. The post Journey Mapping: Not Just a Research Project appeared first on Heart of the Customer.

Customer Experience 60

Customer Experience 60

PeopleMetrics

DECEMBER 18, 2015

Legend has it that in a damp, craggy cave, an ancient hunter-gatherer created the first list-based Web article. In keeping with millennia of human tradition, let’s look back at our top ten blog posts from 2015. I sincerely hope you've enjoyed following along as much as we've enjoyed writing for you. Keep an eye out for new posts in the new year! Without further ado, here's number 10: Starting off this list is a post for those who are confused about how to measure customer experience improvement.

Customer Experience 61

Customer Experience Voice of the Customer Customer Experience Management Customer Feedback 61

Beyond Philosophy

DECEMBER 14, 2015

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. During a recent series of stakeholder behavior instructional workshops conducted for our clients, one of the strongest areas of interest among workshop participants was how to gain senior management support and sponsorship for various customer-related and employee-related initiatives.

Engineering 79

Engineering Education CX Customer Experience 79

Customer Bliss

DECEMBER 15, 2015

After you’ve completed rating reliability of your customer experience , rate the reliability of support that employees receive across the customer journey. Ask the group to go stage by stage of your customer journey and determine how reliable the employee support is in delivering a one-company customer experience. Is the support for employees: Always reliable – support is managed across the channels, countries, and silos.

Touchpoint 63

Touchpoint Innovation Customer Experience 63

Kate Nasser

DECEMBER 13, 2015

Intuitive Leadership: Ways non-intuitive leaders can lead and benefit from intuitive employees. Latest insight fr The People Skills Coach™. | Employee Engagement. The post Intuitive Leadership: How Non-Intuitive Leaders Lead Intuitive Employees appeared first on KateNasser.com.

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Win the Customer

DECEMBER 14, 2015

The key to customer experience success is in utilizing technology that ensures CX levels are high, while meeting strategic operational goals. Customer experience is increasingly being spoken of as a cross-company initiative. But each department in an organization has their own KPI’s to consider. While Sales need numbers, Finance are looking at the bottom line and Legal are over protective about regulations, customer experience is often not at the top of the agenda beyond the Marketing departmen

Customer Experience 88

Customer Experience Legal Finance CX 88

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

1 to 1

DECEMBER 15, 2015

One of the undisputed thought leaders in the customer experience space is Bruce Temkin, customer experience transformist and managing partner at Temkin Group as well as co-founder and initial chairman of the Customer Experience Professionals Association (CXPA). In a blog post which lists the most important customer experience trends to watch out for next year, Temkin cites "the year of emotion" as the most important trend for customer experience professionals to track in 2016.

Customer Experience 56

Customer Experience Voice of the Customer Customer Loyalty Customer Service 56

Customer Bliss

DECEMBER 17, 2015

The customer journey map offers a new starting point for the CX work of the organization. Instead of starting with the silos, you are starting with your customers’ lives. In its simplest form, when used with consistency, the customer journey map provides rigor to understand the priorities in customers’ lives. Companies that transform how they grow do so because they think about the customers at the end of their decisions.

Customer Journey Map 48

Customer Journey Map Touchpoint CX Customer Experience 48

The DiJulius Group

DECEMBER 16, 2015

The following is content taken from The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World (January 2015 Greenleaf Books) The two most important words when serving others – I think the two most powerful words employees need to have permeated throughout their consciousness are “compassion” and “empathy.” When you genuinely serve […].

Customer Service 45

Customer Service 45

Win the Customer

DECEMBER 18, 2015

An effective CRM system can help a business maximize the value of their customers through improving every aspect of the customer relationship. Many businesses wonder if they should invest more into customer relationship development and the systems and tools that enable greater automation of relationship management in the contact center. While too much automation can lead to lack of personalization, the right balance between effective software tools and careful consideration from real customer ag

Customer Relationship 86

Customer Relationship E-commerce Data Entry CRM 86

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

DECEMBER 17, 2015

At the holidays will you have stress or low stress holiday happiness? JOIN The People Skills Coach™ & global community in Twitter chat Dec. 20th 10am ET to share your insights on low stress holiday happiness. The post Low Stress Holiday Happiness: JOIN #Peopleskills Chat Dec. 20th appeared first on KateNasser.com.

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Customer Bliss

DECEMBER 17, 2015

The customer journey map offers a new starting point for the CX work of the organization. Instead of starting with the silos, you are starting with your customers’ lives. In its simplest form, when used with consistency, the customer journey map provides rigor to understand the priorities in customers’ lives. Companies that transform how they grow do so because they think about the customers at the end of their decisions.

Customer Journey Map 40

Customer Journey Map Touchpoint CX Customer Experience 40

Waypoint Group

DECEMBER 15, 2015

We love our customers and we love it even more when they are successful using the tools and knowledge we’ve given them! It’s with great pleasure that we share our latest case study, starring Humanity : global workforce management and beautifully simple scheduling software. Humanity’s VP of Client Services, Paul Piazza, reached out to Waypoint Group to leverage B2B customer feedback in a way that would help his team better understand what customers really want and need from thei

B2B 40

B2B Close the Loop Innovation Customer Feedback 40

Win the Customer

DECEMBER 14, 2015

Automation is great for customer service, from speeding up live chat interactions to auto replying to customer emails, but agents need to be personal. Pre-defined replies (canned responses) can arm any representatives with the answers they need even if they didn’t necessarily have the knowledge, your customer does not need to know about this little secret.

Customer Service 84

Customer Service Technology Technology 84

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

CX Journey

DECEMBER 17, 2015

Image courtesy of placenamehere What happens when we really understand our customers' desired outcomes or the jobs they are trying to do? Something pretty incredible happens! A few weeks ago, I wrote about Faster Horses. and Customer Outcomes and the importance of asking the right questions - to understand desired outcomes - in order to develop products your customers will want to use/buy.

Innovation 40

Innovation Technology Technology Customer Experience 40

Customer Bliss

DECEMBER 15, 2015

After you’ve completed rating reliability of your customer experience , rate the reliability of support that employees receive across the customer journey. Ask the group to go stage by stage of your customer journey and determine how reliable the employee support is in delivering a one-company customer experience. Employee Support Reliability Questions To Ask: Is the support for employees: Always reliable – support is managed across the channels, countries, and silos.

Touchpoint 40

Touchpoint Innovation CX Customer Experience 40

1 to 1

DECEMBER 14, 2015

When the New York Times published an article in August shining a spotlight on Amazon's bizarre company culture, it triggered a barrage of comments and articles about the importance of culture in engendering engagement. Personal accounts of 1 a.m. conference calls, strongly encouraged 60-hour work weeks, and a culture that appears to throw people under the bus to advance in the organizational hierarchy are just a few of the strange experiences employees at Amazon reported and which also fly in th

Customer Loyalty 37

Customer Loyalty Customer Service Customer Experience 37

Win the Customer

DECEMBER 15, 2015

While it’s easy to emphasize the importance of good customer service, most organizations fail to re-emphasize its importance as a core strategy. The result? Low sales, lost and disgruntled customers and eventually, a failing organization. So the main question is, what can business owners do in order to improve their customer service? The answer to this is a two-step process listed as follows: Ensure that the entire team is trained in delivering excellent customer service.

Customer Service 80

Customer Service Customer Feedback Sales Customer Experience Management 80

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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

CX Journey

DECEMBER 15, 2015

Image courtesy of pedrosimoes7 What are some of the key questions that you might have about becoming a leader - or just about leadership, in general? Two weeks ago, I was honored to be featured alongside other leadership experts on Mashable's #BizChats Twitter chat about leadership and on how to become a strong leader. The conversation was inspiring and fast moving, as these chats often go.

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ClearAction

DECEMBER 15, 2015

Customer Experience for the Future — Key #5: Momentum Drives Company Growth. Growth requires fuel. New customers and returning customers are the fuel of company growth. You can invest in inorganic growth : programs and technologies that entice renewals and evangelism. Or you can invest in organic growth : processes, products and culture that make your company irresistible.

Customer Experience 63

Customer Experience Customer Experience Management CXM Construction 63

1 to 1

DECEMBER 17, 2015

Netflix has the perfect gift for the binge-watcher in your life: Socks that pause the show if you fall asleep. "Never again will you binge-watch yourself to sleep, only to wake up two seasons later wondering what happened," Netflix proclaims on its site. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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Win the Customer

DECEMBER 14, 2015

Something as simple as a phone conversation can make the difference in the life of a customer, if it’s done correctly. Direct agent-to-customer communication is one of the most powerful methods of problem solving available in the contact center today. Even in the age of email and social media, there’s real power and effectiveness found in old fashion human-to-human conversation.

Social Media 78

Social Media Contact Center Technology Technology 78

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

DECEMBER 16, 2015

Live Chat features your support reps will surely enjoy. A new era of technology is transforming the customer service landscape, and today’s small businesses are challenged to keep pace with the changing times. With more and more channels becoming available for customer communication, many small business owners naturally start questioning themselves which of these channels would be the best fit for their customer support needs.

Technology 44

Technology Technology Customer Service 44

Win the Customer

DECEMBER 15, 2015

According to research by Gartner, 89 percent of executives are betting on customer experience as their primary mode of competition before the end of 2016. However, over the last few decades, customer experience and service delivery veered away from personalized support and adopted a “call and wait” system while companies cut costs and installed voice-activated phone prompts.

Customer Experience 72

Customer Experience Social Media Customer Service Technology 72

Win the Customer

DECEMBER 12, 2015

A recent report from Software Advice found that 33% of consumers would rather chat to avoid waiting on hold, and 49% of all online shoppers prefer to ask their questions via live chat. Since 89% of companies plan to compete on the basis of customer experience next year and since live chat is so popular with consumers, it’s implementation and use could be the key for a company to take it’s CX to the next level.

Customer Experience 72

Customer Experience Customer Service CX Technology 72

Win the Customer

DECEMBER 17, 2015

eCommerce is nothing new, but mobile commerce is quickly emerging as a booming avenue for shopping and brands have had to adapt to this shift in consumer behavior. During the holiday shopping period over the last few years, you may or may not have noticed something a bit different about your shopping habits and experience. Instead of going out to the stores for the doorbuster sales on Black Friday, you instead, went straight on your phone after a large Thanksgiving meal and perused for hours on

Social Media 69

Social Media Customer Experience Retail Technology 69

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