Callminer

FEBRUARY 16, 2016

It’s helpful to review speech analytics definitions to determine the right solution for your business’ individual needs. Here’s what the experts have to say.

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Heart of the Customer

FEBRUARY 17, 2016

Guest post by Brooke Cade. The way we communicate with each other has changed. Digital marketing and social media has transformed our world, the way we gather information and how we engage with each other. Because of this, businesses have had to reevaluate the way they communicate and market to their customers. Millennials are a […]. The post How To Build Stronger Customer Relationships & Why It Matters appeared first on Heart of the Customer.

Customer Relationship 112

Customer Relationship Social Media Customer Experience 112

Beyond Philosophy

FEBRUARY 15, 2016

Everyone wants your Customers’ attention. These bids for attention surround us, in the form of advertisements to street signs to the clothes people wear or, in some cases, don’t wear! These ubiquitous pleas for attention can be overwhelming and crowd out your bid for your Customers’ attention. So it’s up to you to cut through the clutter and reach them.

Customer Experience 112

Customer Experience CX 112

Bill Quiseng

FEBRUARY 15, 2016

Recently in a LinkedIn group, one of the members asked the following question: “The global economy is slowing down, but you’ve been asked to do the impossible: Control costs AND improve customer service experience. How can you do it?” While I commented within the group, LinkedIn limited the space allowed for the response so I wanted to elaborate here.

Customer Service 104

Customer Service Legal Customer Satisfaction Customer Feedback 104

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Callminer

FEBRUARY 15, 2016

When utilized effectively, call center analytics can have a big impact on a company’s bottom line.

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Win the Customer

FEBRUARY 13, 2016

To innovate and get ahead of competitors and market trends, it’s critical for customer experience leaders to continually evaluate their vision of customer experience and perceive potential technologies that could accelerate the ability to deliver exceptional service experiences. At a recent Opticon conference, Mary Hamilton, Managing Director of Accenture Technology Labs , described the near future where our offerings could be enhanced by sensors, supported by data, and automated to deliv

Technology 93

Technology Technology Customer Experience Social Media 93

PeopleMetrics

FEBRUARY 15, 2016

Improvement is a relative concept. To improve, a thing must be measurably better than it once was. For example, this morning, I felt fatigued. And a coffee (or seven) improved my energy level so much I can now bench press a Honda Odyssey. It's nice to experience such clarity in cause and effect: my taking an action (i.e., drinking coffee) led to an improvement (i.e., a minivan-chucking amount of energy).

Close the Loop 88

Close the Loop Customer Experience Customer Feedback Actionable Insights 88

Customer Bliss

FEBRUARY 18, 2016

How does your organization utilize the journey map? As the framework to consistently drive company focus that lines up your customer listening, improvement, and planning efforts? Or are the silos still promoting their internal processes as a “journey”? Lesley Mottla was part of the management team that developed Zipcar’s award-winning customer experience and technologies.

Touchpoint 74

Touchpoint Start-ups CX Customer Experience 74

Win the Customer

FEBRUARY 18, 2016

While self-awareness is vital for customer experience, it is only by knowing where your limits are that you can build the strongest customer service teams. In just about any profession, at virtually all levels, a healthy amount of self-reflection is necessary, especially if it leads to self-improvement. Certainly, in many cases, it is sensible for a person to assess where their particular strengths and weaknesses lie, and work to improve upon those weak points.

Sales 59

Sales Customer Service Customer Experience 59

Provide Support

FEBRUARY 16, 2016

In today’s blog I would like to speak about efficiency in customer service, to look at this subject from personal experience. I think this is the question that naturally rises within when you understand your full responsibility for your work, for how you and your customers are going to experience it and what results you are going to produce. When you start noticing your inefficiencies and honestly acknowledge them, at the same time you begin to ask yourself, how do I make myself more efficient?

Customer Service 47

Customer Service 47

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

CX Journey

FEBRUARY 16, 2016

Image courtesy of claustral I originally wrote today's post for Intradiem. It was published on their blog on September 17, 2015. Are you following the herd or defining your own path to success? In business and in life, there's this crazy notion of the herd mentality. What is it? According to Wikipedia : herd mentality, or mob mentality, describes how people are influenced by their peers to adopt certain behaviors, follow trends, and/or purchase items.

Customer Experience 50

Customer Experience Innovation Touchpoint CX 50

Customer Bliss

FEBRUARY 15, 2016

I recently got back from speaking at a conference where I met with many CMOs of the worlds’ largest companies. Customer experience is a priority to all. The question we discussed was; could the discipline and competencies required to lead a company through a customer experience transformation be led from marketing, by the CMO? In other words, can the CMO also be the CCO?

Customer Experience 56

Customer Experience 56

Kate Nasser

FEBRUARY 13, 2016

Outstanding leadership, teamwork, and customer service require listening excellence. How does your attitude affect it? Insight fr The People Skills Coach™. The post Listening Excellence: Are You Historian, Eye Witness, Participant? appeared first on KateNasser.com.

Customer Service 45

Customer Service Sales 45

InteractionMetrics

FEBRUARY 17, 2016

NPS ® is a routine question used in customer feedback surveys. Nearly everyone has seen it: How likely is it that you would recommend us to a friend? This question assumes that customers think in terms of their likelihood to recommend companies—but all too often, it’s not realistic, and it’s not how people think. For instance, say a traveler rents a car.

NPS 40

NPS Customer Feedback Touchpoint Customer Survey 40

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

FEBRUARY 18, 2016

Image courtesy of Amazon Today I'm pleased to share a guest post by Paul Laughlin. Ten years ago, in 2005, a group of people working in the field of knowledge management across the UK and the USA coined the phrase " narrative leadership." So was born what might appear to be another fad in the field of leadership. Plenty of books were written and conferences attended.

Innovation 44

Innovation Customer Experience 44

The DiJulius Group

FEBRUARY 17, 2016

Uber Fast Response What is your company’s guideline when it comes to responding to customer e-mail inquiries? Most companies I have worked with or visited typically require a 24 turn around time. That has been the standard for quite some time – but does it still hold true? On a recent trip to visit a […].

Customer Service 40

Customer Service Customer Experience 40

Kate Nasser

FEBRUARY 17, 2016

Leading people requires constant learning & evolving people skills. JOIN The People Skills Coach™ & community for global Twitter chat Feb 21, 2016 at 10amET/3pmGMT. Hashtag: #Peopleskills. The post Leading People: JOIN People Skills Chat Feb. 21st 10amET appeared first on KateNasser.com.

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1 to 1

FEBRUARY 16, 2016

A few weeks ago, I posted a blog about how the European Union is taking a closer look at how big companies such as Google and Facebook are collecting customer data and whether these practices violate antitrust rules. The EU's Commissioner for Competition, Margrethe Vestager, has expressed concerns that if just a handful of companies control customer data, they could have the power to drive rivals out of the market.

Customer Loyalty 31

Customer Loyalty Customer Experience 31

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

1 to 1

FEBRUARY 15, 2016

Super Bowl's ad extravaganza is long over, but the content lives on. This year's commercials ran the gamut with many highlights and lowlights. Whether you favored Doritos' Ultrasound Baby or Mountain Dew's PuppyMonkeyBaby, which coincidentally was ranked the least favorite commercial, but the most-watched on YouTube, one thing is for sure: You can watch them over and over again if you choose.

Customer Experience 30

Customer Experience 30

1 to 1

FEBRUARY 17, 2016

Are targeted political ads creepy? Advertising agencies and political campaigns are equipped with an ever-growing trove of data that allows them to send voters highly targeted messages. As presidential candidates embrace data-driven digital marketing campaigns, the question of whether voters will respond to micro-targeting becomes more relevant than ever.

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1 to 1

FEBRUARY 17, 2016

Just as the Sony hack got people talking about the gender wage gap, the #OscarsSoWhite controversy has sparked conversation around diversity in mainstream media. Yet, while many were willing to overlook the wage gap scandal because Hollywood actors of any gender already earn outrageous paychecks regardless, no one can deny that this elite microcosm's rampant inequality underscores an unrelenting issue at the core of American society.

Voice of the Customer 24

Voice of the Customer Customer Experience 24