Beyond Philosophy

MAY 22, 2017

With online shopping, transactions and communication as prevalent – and as easy – as it is today, it can often be tempting to focus most of your Customer Experience efforts on getting your virtual presence right. When many of your customers will engage with you solely on a virtual platform, it can make sense to favor it. However, neglecting your brick-and-mortar experience can lead to inconsistent CX and online backlash.

Social Media 144

Social Media Consulting Interaction Call Center 144

GetFeedback

MAY 23, 2017

Great customer service leads to happy customers, higher retention, and more revenue.

Omnichannel 186

Omnichannel Feedback Customer Service Customers 186

Customer Bliss

MAY 23, 2017

Episode Overview. Lynn LaRocca is the SVP and Chief Experience Officer of the New York Racing Association. While they hold numerous events throughout the year, their benchmark event is The Belmont Stakes. Under her leadership, they turned it into a three-day festival. In 2015, Sports Business Journal called The Belmont Stakes “The Sporting Event Of The Year.” To win that award, it beat out the Super Bowl (a pretty large event), the FIFA Women’s World Cup final, and more.

Sports 142

Sports Events 2014 2015 142

ShepHyken

MAY 24, 2017

Not long ago I was interviewing Kevin Berk, founder and CEO of ServiceGuru, on Amazing Business Radio. We were talking about the word fine. He commented that it is a four letter that begins with the letter F that you never want to hear from your customer. I then joked that fine is the “F-Bomb” of customer service. Ask someone how their experience with your company is.

Customer Service 121

Customer Service Customer Service Training Reference Customers 121

Advertisement

Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

Beyond Philosophy

MAY 24, 2017

The last time I went to an American baseball game, the food cost more than my ticket. And what food it was! A fish sandwich that tasted too fishy to eat. A massive yet strangely bland macaroni and cheese concoction. And a $12 light beer. No wonder I don’t go to the ball park very often. Apparently, I’m not alone, and it seems that major league baseball is paying attention.

Sports 138

Sports Hospitality Books Consulting 138

ReviewTrackers

MAY 22, 2017

“We care deeply about our customers.” Or: “We ❤️️ our customers.”. We’ve seen a number of companies use either of these taglines or some other similarly customer-focused phrase in order to profess their undying, indissoluble love for their customers. They pop it into their marketing materials, business cards, staff lapel pins, About Us pages, social media bios, e-mail signatures, what-have-you.

Customer Experience 89

Customer Experience Net Promoter Score Social Media Touchpoint 89

ShepHyken

MAY 26, 2017

This week we feature an article by Bikash Mohanty about how important customer experience metrics are to your business. Companies that track and measure their customer service have a competitive advantage. They know when they are doing a great job, and more importantly, they know when they aren’t. – Shep Hyken. As much as success is about dreaming big, the path towards it is all about setting precise targets to hit or even surpass.

Metrics 91

Metrics Net Promoter Score Blog Effort Score 91

Heart of the Customer

MAY 23, 2017

I’ve been traveling a lot, and recently had a few service interactions that show the power – and the peril – of using texts to engage customers. Perhaps you’ve seen that some higher-end hotels are sending welcome texts as a simpler way to engage customers and to show responsiveness. I first experienced this at the […]. The post Using SMS to improve – or detract from – the customer experience appeared first on Heart of the Customer.

Customer Experience 90

Customer Experience Hotels Travel Customers 90

Kayako

MAY 25, 2017

When you’ve worked in support for a while, especially for the same company, it can feel like Groundhog Day. You feel like you answer the same questions day in and day out. That’s because you probably are! But that doesn’t mean it has to be boring. Practice makes perfect and setting yourself the challenge to improve keeps you interested. There are always things you could be doing better in your conversations.

Document 112

Document Definition Customers Information 112

Advertisement

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Retail

ReviewTrackers

MAY 23, 2017

The customer journey is a series of steps a consumer takes when engaging with your company. This journey consists of, and begins and end with, different interactions and experiences that occur at different touchpoints: a call with a sales rep, an in-store visit, a conversation on social media or online review site, an inbound call, an advertisement, or a website visit.

Customer Journey 75

Customer Journey Customer Journey Mapping Social Media Advertising 75

ShepHyken

MAY 22, 2017

Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 5 Fun and Inexpensive Customer Appreciation Ideas by Aja McClanahan. (Fundera) Customer appreciation doesn’t have to be complicated or expensive.

2017 82

2017 Article Customer Service Airlines 82

Up Your Service

MAY 25, 2017

This blog continues from my earlier posts where I offered Step One and Step Two to engage Ambassadors and Supporters in your service culture change initiatives. Step Three: Grow your people to grow your culture. To achieve long-term culture change and service improvement goals, you must build a solid foundation of continuous service improvement. You can do this by growing your people through Service Education and creating a strong Service Improvement Process.

Culture 75

Culture White Paper Workshop Customer Satisfaction 75

Clicktools

MAY 23, 2017

By CallidusCloud CX Guest Blogger, Annette Franz, CCXP. ~~~. In this very social world, customers have a lot of options when it comes to getting support from companies about the products and services they buy: there’s phone, email, FAQs, knowledge bases, forums, chat, social media, and much more. Because expectations (including the need for speed and the need for more effortless service) have changed, many customers prefer a self-service route, seeking help through social media and online

Social Media 69

Social Media Call Center Brands Feedback 69

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.

Customer Insights

CustomerGauge

MAY 25, 2017

Last week on the 18th May, CustomerGauge’s Customer Success Managers (CSMs) held a Customer Success Meetup in our Amsterdam office. Twenty-five customer success professionals from all over the Netherlands, and in different industries, attended. What We Learned… Only a few CSMs had regular contact with their customers on an ongoing basis Around half used NPS […].

NPS 78

NPS Customer Success Customers Management 78

ShepHyken

MAY 23, 2017

Megan Singh on How to Create the Best Place to Work and the Best Place for Customers to Buy. What are some ways that you can show your customers, and your employees, that you are truly customer focused? Shep Hyken interviews Megan Singh, Project Management Director at Squaremouth, a four-time Gold Stevie Award winner for Customer Service Department of the Year, to get ideas that you can implement in your organization.

Insurance 85

Insurance Travel Culture Customer Focused 85

Experience Matters

MAY 24, 2017

Temkin Group has found that the only path to sustainable customer experience differentiation is to build a customer-centric culture. How? By mastering Four Customer Experience Core Competencies. This video provides an overview of one of those competencies, Employee Engagement, where the goal is to align employees with the goals of the organization. Here Are Five I’s of Employee Engagement: […].

Engagement 58

Engagement Customer Centricity Culture Customer Experience 58

Amity

MAY 26, 2017

For the most part, when we are talking customer success, we are dealing with the business-to-business (B2B) ecosystem where your CS team is in contact with the representatives of the customer companies. Of course, there are also business-to-consumer (B2C) companies whose customer success managers deal with individual customers, but the majority still do work with company representatives.

Government 80

Government Customer Success Definition B2C 80

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

Contact Center

CX Journey

MAY 24, 2017

I originally wrote today's post for Clicktools. It appeared on their blog on August 29, 2016. Quite simply: without employees, you have no customer experience. The linkage between employee engagement and experience and the customer experience has been proven. It's real, and your employees matter! If your employees aren't engaged with your improvement efforts - or engaged overall with the organization - it will be very difficult for them to delight your customers and deliver the experience they e

Engagement 61

Engagement Customer Experience Customer Journey Mapping 2016 61

Eptica

MAY 25, 2017

Date: Thursday, May 25, 2017 How autonomous customers are driving Asian customer experience. Published on: May 25, 2017. Author: Vincent Giraud The relationship between customers and brands has fundamentally changed. Consumer expectations are continually rising, and much more of the customer journey is now self-directed, across multiple different channels.

Social Media 49

Social Media Customer Experience 2017 Customer Journey 49

Up Your Service

MAY 25, 2017

What does good customer service mean to you? Is it a restaurant owner who ushers you to your favorite table with a warm welcome? When a company accepts a return and gives you a full refund with no questions asked? Or when someone takes the time to say a genuine thank you? Today we use sophisticated technologies to learn a great deal about our customers.

Customer Service 80

Customer Service Social Media Travel Customers 80

Michelli Experience

MAY 23, 2017

It seems like every week I read something like: “ UiPath , a robotic process automation ( RPA ) startup that’s setting out to help companies automate repetitive tasks, has raised $30 million in a Series A round of funding. UiPath <is>…bringing automation to the ‘intelligent enterprise.’ It specializes in building what it calls ‘intelligent software robots’ that help businesses complete laborious and repetitive processes through computer vision technology and rule-based processes.”.

2025 51

2025 Technology Interaction Presentation 51

Advertisement

Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Measurement

ReviewTrackers

MAY 25, 2017

Welcome to This Week In Reviews , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: Business insurance company Hiscox innovates the customer experience. Subscribe to receive these stories and more every week in your inbox. Email *. Email This field is for validation purposes and should be left unchanged.

Innovation 50

Innovation Customer Experience Insurance Healthcare 50

Uniphore

MAY 22, 2017

Today’s modern, tech-savvy customers are becoming increasingly demanding in their quest for a great customer experience. They expect to be able to shop anytime, anywhere and from any device easily, and if your brand is not fulfilling these expectations, you won’t survive. Therefore, one of the critical aspects of any customer service strategy today is to deploy an Omnichannel sales and customer service approach that provides customers with an integrated experience across all channels, including

Omnichannel 53

Omnichannel Social Media Customer Service Strategies Customers 53

Customers That Stick

MAY 22, 2017

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Culture 68

Culture Customer Service Customers 68

Experience Matters

MAY 24, 2017

Temkin Group has found that the only path to sustainable customer experience differentiation is to build a customer-centric culture. How? By mastering Four Customer Experience Core Competencies. This video provides an overview of one of those competencies, Employee Engagement, where the goal is to align employees with the goals of the organization.

Engagement 48

Engagement Customer Centricity Culture Customer Experience 48

Advertisement

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Customer Engagement