Callminer

JANUARY 26, 2016

As recent research shows, the U.S. call center industry is alive and well. According to the data, the industry saw a total of 22,265 new positions added in Q3 2015, minus 5,678 jobs that were cut due to force reductions and closures. What this means is there’s an imperative for call centers to drive operational performance excellence […]. The post 11 Call Center Best Practices You Need to Be Doing Right Now appeared first on CallMiner.

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Beyond Philosophy

JANUARY 25, 2016

In this series, professionals describe the skills they’re building this year. Read the stories here , then write your own (use #SkillsGap in the body of your post). There is a major skill most organizations lack: Customer centricity. But if you want to remain competitive in today’s economic climate, putting the focus on Customers is imperative to your bottom line.

Non-Profits 109

Non-Profits Customer-Centric Organization Customer Loyalty Customer Experience 109

PeopleMetrics

JANUARY 28, 2016

For all its promise, and all its hype, big data has always had one inherent problem. You see, big data is. well, big. And when you're facing something big, you may find it overwhelming. And when you find something overwhelming, you may find yourself in the fetal position. But let’s get you off that cold linoleum floor and discuss how to best use customer feedback.

Customer Feedback 83

Customer Feedback Actionable Insights Start-ups Voice of the Customer 83

Win the Customer

JANUARY 25, 2016

Mastering CX initiatives requires professionals who wear multiple hats as they consider the needs of their organization and the success factors of CX programs. The Six Thinking Hats technique of Edward de Bono is a model that can be used for exploring different perspectives towards a complex situation or challenge. Seeing things in various ways is often a good idea in strategy formation or complex decision-making processes.

CX 80

CX Construction Gaming Innovation 80

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Customer Bliss

JANUARY 26, 2016

Delivering a reliable and then innovative customer experience requires adding a customer focus competency to the core competencies of your business (as important as products, finance, marketing or sales). The customer-focused experience needs to be built and honed as a skill. This means: Establishing a discipline for how cross-functional teams explore and understand emerging issues and opportunities.

Innovation 75

Innovation Finance Touchpoint Customer Experience 75

Beyond Philosophy

JANUARY 27, 2016

More often these days we get calls at our headquarters with Customer Experience champions wondering what happened to the huge gains in their Customer Experience metrics they used to get. The problem is many of them have implemented Customer Experience measures, had great improvements to metrics like their Net Promoter Scores, and then watched the score plateau.

Net Promoter Score 94

Net Promoter Score CX Customer Experience 94

CX Journey

JANUARY 28, 2016

Image courtesy of Dell's Official Flickr Page I love talking about the customer experience; I could sit for days, answering questions and discussing the finer points of this topic. So, as you can imagine, I was honored when Paolo Fabrizio asked me to be a guest on his Social Antipasti podcast series to answer some of his questions about customer experience.

Customer Experience 57

Customer Experience 57

Customer Bliss

JANUARY 28, 2016

Customer asset measurement is about knowing what customers actually did to impact business growth versus what they say they might do via survey results. The role of the Chief Customer Officer is not to build and ‘pitch’ to the leadership team what these metrics are. It’s to bring them together to establish their version of customer asset metrics and customer growth behaviors that they will stand behind as a united leadership team.

Engineering 54

Engineering Construction Business Growth Innovation 54

Kate Nasser

JANUARY 26, 2016

Conquer listening barriers, esp, the hidden barrier of getting stuck on keywords. 3 steps fr The People Skills Coach™. | Leadership, Customer Service, Teamwork. The post Conquer Listening Barriers: Unstick from Keywords | #peopleskills appeared first on KateNasser.com.

Customer Service 53

Customer Service Contact Center Sales 53

Provide Support

JANUARY 27, 2016

Professional But Human Communication in Live Chat: How Not to Sound Like a Robot. The more we apply technology, the more we need human interaction. This great observation was made by our blog reader, Theresa, as she commented on the article 3 Factors Driving Customer Satisfaction the Most in Customer Service. Yes, indeed. In the age when technology rules, natural human communication still matters a lot.

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Touchpoint B2B Customer Satisfaction Technology 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

The DiJulius Group

JANUARY 27, 2016

You need to make 2016 the year you create an unfair competitive advantage from everyone else. Become the brand you Customers cannot live without and make price irrelevant. Follow these 8 Customer Experience strategies: 1. Executive Sponsorship – Customer service has to be as important as finance, sales, operations, and technology. It needs to be […].

Customer Experience 40

Customer Experience Finance Sales Technology 40

CX Journey

JANUARY 26, 2016

Image courtesy of micahb37 Is the customer and his experience ingrained in your organization's DNA? A while back, I wrote a post titled, What the Hell is Customer Experience? The basis for that post was a story about fish responding to the question, "How's the water?" - to which the fish responded, "What the hell is water?" Reason being, water is what they live in every day; it's part of their environment, just natural for them, to the point that they don't even think about it as being separate

Customer Experience 39

Customer Experience Education Government Customer Feedback 39

Kate Nasser

JANUARY 23, 2016

Be resourceful to thrive in change. It is agility in action & keeps you vital & relevant. Actionable steps to be resourceful fr The People Skills Coach™. The post Be Resourceful Not Lucky Part II appeared first on KateNasser.com.

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1 to 1

JANUARY 26, 2016

Life repeatedly teaches us to find the silver lining--to expose the good within the bad. For retailers, this means turning negative product reviews into positive learning opportunities. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Retail 33

Retail 33

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

TCFCR

JANUARY 25, 2016

[…] Richard R Shapiro […].

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Kate Nasser

JANUARY 27, 2016

JOIN people skills global Twitter chat SUN. Jan 31st 10amET on managing judgmental prejudiced attitudes. HOST: Kate Nasser, The People Skills Coach™. Co-host Mohini Puranik. | Emotional Intelligence, Leadership, Teamwork. The post Managing Judgmental Prejudiced Attitudes: JOIN #Peopleskills Chat Jan. 31 appeared first on KateNasser.com.

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1 to 1

JANUARY 25, 2016

The NRF's Big Show last week served as retail's playground for cutting-edge technology. From robot associates to wearable computers, technology will serve as a driving force in how retailers will deliver the customer experience. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Retail 28

Retail Technology Technology Customer Experience 28

1 to 1

JANUARY 27, 2016

A lot of digital ink is being spilled on the problems that are plaguing Twitter. There are concerns about Twitter's stalled user growth and whether the company can bring in more revenue. Similar concerns have been expressed about Nintendo, the iconic game maker. But what does a videogame maker have in common with a social network? The answer is plenty.

Gaming 26

Gaming Customer Experience 26

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

JANUARY 26, 2016

As one of the world's most iconic brands, McDonald's has fallen on some hard times in recent years. The world's largest restaurant company has suffered disappointing sales growth and declining margins. Certainly one of the big trends behind McDonald's business challenges is an American consumer base that's increasingly opting for healthier foods over fast and convenient foods.

Sales 26

Sales Customer Loyalty Customer Experience 26