Callminer

APRIL 23, 2015

What are some strategies call centers can take to curb agent “avoidance” behavior and reduce absenteeism? Take a look at a few different approaches.

182

182

Beyond Philosophy

APRIL 23, 2015

Two billion people now use smart phones, and in America, for at least two hours a day. Many Customers only Customer Experience with you might be a Mobile Experience. How will they feel about yours? What does your app say about you? The Economist’s recent article, “ Planet of the phones ” describes the smartphone as the defining technology of the 21st Century.

Customer Experience 107

Customer Experience Technology Technology 107

PeopleMetrics

APRIL 24, 2015

In working with CultureMetrics clients, we’ve found the common painpoint for many companies is the “How We Work Together” dimension. It’s not hard to understand why. Inside the walls, cubicle to cubicle, department to department—there are an awful lot of internal interactions to get right. But if we want to improve how we move customers through our businesses, then we need to focus on how we work together.

Net Promoter Score 110

Net Promoter Score Customer Experience Sales B2B 110

Heart of the Customer

APRIL 23, 2015

Transactional surveys are risky. With so much riding on them, there’s too much temptation to game the system – not just by front-line employees, but by managers as well. But healthcare brings it to a whole new level. As a part of the Affordable Care Act, hospitals are judged on standardized patient experience scores (called […]. The post What really matters in patient experience?

Hospitality 94

Hospitality Hospitality Healthcare Gaming 94

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Customer Bliss

APRIL 23, 2015

'In challenging times, beloved companies make decisions grounded in humility and grace, offering resolutions that honor customers, and show an intention to mend the relationship. Five decisions contribute to the delivery of a meaningful apology. That’s why deciding to “say sorry” is the final decision in my book, “I Love You More Than My Dog.”. 1.

Customer Relationship 86

Customer Relationship Customer Experience 86

Beyond Philosophy

APRIL 21, 2015

How you feel at any given moment has a big effect on what you do. When someone is feeling happy, they may react to a situation much differently than they would when they feel stress. This is why in my new ebook Unlocking the Hidden Customer Experience: Short stories to ensure remarkable success we discuss the design of emotions into a Customer Experience.

Customer Experience 102

Customer Experience 102

InteractionMetrics

APRIL 24, 2015

We’ve written a lot about customer satisfaction survey errors, but, time and again, we see the same mistakes crop up. There are a lot of errors surveys make, but these are 5 of the worst. Check out our latest Slideshare about this topic and read on, because these are the kinds of errors that alienate customers, waste time, and lead to misguided business decisions.

Unstructured Data 45

Unstructured Data Customer Feedback Start-ups Customer Satisfaction 45

Waypoint Group

APRIL 21, 2015

In just a few weeks, San Francisco will be flooded with customer success professionals as Gainsight’s Pulse conference kicks off May 12. This year will be even grander and doubled in attendance from last year’s 900-person event, in true SF fashion! Pier 48 will be converted into a Customer Success Village and accompanied by gourmet food trucks in what we can only imagine will add up to an event rivaling Dreamforce.

VOC 45

VOC Innovation Customer Feedback 45

The DiJulius Group

APRIL 21, 2015

Take my building, my equipment, all my money, my land, but leave me my people and in one year I will be back on top again. -Andrew Carnegie Last but most important to being a world-class CX organization – The final commandment to providing a world-class Customer experience […].

CX 45

CX Customer Experience Customer Service 45

CX Journey

APRIL 24, 2015

Image courtesy of Peanut1371 How's your customer experience transformation coming along? I'm sure you've heard (or recall) Hans Christian Andersen's story, The Ugly Duckling. If not, here's a quick refresher: It's the story of a baby swan who suffers abuse from his barnyard companions because of how he looks, i.e., he's assumed to be a baby duckling, and an "ugly" one at that; until one day, to everyone's (including his) surprise, he matures into a swan, deemed to be the most beautiful bird of a

CX 69

CX CX Transformation Education Start-ups 69

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

APRIL 22, 2015

'In today''s hypercompetitive market, emotional branding has become an important part of a brand''s ability to win loyal customers. Technology advances and saturated markets have made many products and services interchangeable. And competing solely on price is an unreliable strategy. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Experience 50

Customer Experience Customer Loyalty Technology Technology 50

ProProfs

APRIL 20, 2015

'Want to create beautiful surveys that get you more responses? Or maybe a survey that matches with your overall brand identity? With ProProfs, you can do both by creating custom survey themes, which show off your brand colors and logos. You can also customize background images, fonts and colors, so that the survey looks and feels like a part of your website.

Customer Survey 40

Customer Survey 40

ClearAction

APRIL 18, 2015

How Human Resources Can Add Value to Customer Experience Excellence. Customer experience (CX) is all about people getting what they need in their lives. People in your company are central to designing and delivering great customer experiences. So Human Resources (HR) departments can make a big difference is helping companies achieve CX goals, as we discussed in Part 1 of this article: Seeing HR’s work within the bigger picture of external customers’ needs.

Customer Experience 96

Customer Experience Social Media Scorecard CX 96

Customer Bliss

APRIL 21, 2015

'What conditions must always be met before you say “yes”? IKEA designs the price tag first. They know that even people on a limited budget want a beautiful home, a comfortable home, a place that feels like, well, home. Their purpose is to “create a better everyday life for many people.” IKEA wants to produce democratic design: products with flair at a price most people can afford.

Customer Experience 67

Customer Experience 67

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

1 to 1

APRIL 21, 2015

'In case you hadn''t heard, Google is introducing big changes to its algorithmic formula beginning today that will place increased weight on the mobile friendliness of a company''s website. If a company''s website isn''t deemed mobile friendly by Google (you can take the test here to find out), this will adversely affect the website''s ranking by Google and, as a result, the volume of traffic headed to the website along with the potential leads being generated.

Customer Loyalty 41

Customer Loyalty Customer Service Customer Experience 41

1 to 1

APRIL 24, 2015

One week ago today, we Bostonians enjoyed a picture-perfect opening day at Fenway Park. The sun was shining, temps finally warmed up after an abysmal winter, opening ceremonies paid tribute to local heroes like the Richard and Frates families,* and our beloved Red Sox beat the Washington Nationals 9 to 4.

Gaming 40

Gaming Customer Experience Customer Loyalty CX 40

1 to 1

APRIL 21, 2015

'For today''s data-driven marketer, more advanced omnichannel campaigns have become standard. But, as companies begin to crave more data in an effort to gain deeper understanding of their customers, many are beginning to recognize that Big Data isn''t about volume--it''s about what''s actionable. SMBs, however, are uniquely positioned to use data to develop closer customer relationships and obtain insights that bigger brands can''t, as the explosion of cloud-based technologies has put these comp

Omnichannel 39

Omnichannel Customer Relationship Technology Technology 39

1 to 1

APRIL 20, 2015

'The banker John Pierpont Morgan, founder of JP Morgan, once said that no one at the top of a company should earn more than 20 times of those at the bottom. Among FTSE-100 companie s last year, only two chief executives met Morgan''s proclamation.

Customer Experience 35

Customer Experience 35

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