SaleMove

FEBRUARY 1, 2021

But for an increasing percentage of customers, it’s a question that can set a service interaction off on a negative high-effort note from the first word: “How may I help you?”. It’s the question that initiates virtually every live customer interaction, and it has for years. It served us well for decades. Not anymore.

Definition 98

Definition Interaction Blog Customer Service 98

Experience Investigators by 360Connext

MARCH 16, 2015

Our Chief Customer Experience Investigator™ Jeannie Walters is in Austin gathering evidence from South By Southwest Interactive. Our Chief Customer Experience Investigator™ Jeannie Walters is in Austin gathering evidence from South By Southwest Interactive. Join us Thursday and Jeannie will share her secrets.

Events 223

Events Customer Experience Webinar Telecommunications 223

Gainsight

NOVEMBER 20, 2019

Let us introduce you to the mantra, “Stay thirsty my friends.” To you this may sound like the tagline of a famous beer commercial , but to us, it’s a core value that we live by every day. To you this may sound like the tagline of a famous beer commercial , but to us, it’s a core value that we live by every day.

Books 80

Books Blog Management Leadership 80

Experience Investigators by 360Connext

OCTOBER 17, 2018

We ask ourselves if our “culture” is really living up to a customer-centric experience but we don’t do anything more about it. It means internalizing what promises were made to customers and then living up to those promises. “…culture is where innovation and imagination around the customer experience live.”

Leadership 227

Leadership Culture Customer Centricity 2019 227

CloudCherry

NOVEMBER 11, 2019

Janet is all about personal connections, and- according to her nominator, Sandy Michaels, has a “passion for service excellence” that “displays in her every interaction.” Her nominator, Yual Selik tells us, “She doesn’t give up…never. Too much of a good thing? And we ain’t mad about it! Brava, Janet! You go, girl.

2019 170

2019 2020 Leadership Consulting 170

BirdEye

NOVEMBER 10, 2023

Our recent webinar, aptly titled, ‘Efficiency Unleashed: Streamlining customer communications using AI,’ for Birdeye VIEW 2023, unveils a real-life success story that demonstrates the incredible impact of AI. The blog post explores how Genesis Counseling Center harnessed the capabilities of Birdeye. Welcome, Steven!

Communication 58

Communication 2023 Customers Insurance 58

Experience Investigators by 360Connext

AUGUST 23, 2018

And while most of us agree it’s vital to have and show empathy with customers, many rarely go beyond that in really capturing the touchpoints to understand emotions. But, customers interact in big ways and small with your brand. Step into their shoes in their real lives. Step into their shoes in their real lives.

Touchpoint 151

Touchpoint Loyalty Programs Customer Journey Mapping Contact Center 151

Beyond Philosophy

OCTOBER 12, 2016

We live in the data age. Personalized marketing, aka one-to-one marketing, uses the data in these databases of seemingly insignificant details about your personal behavior to present a unique product offering built just for you. Or join us for the FREE Book Launch on Tuesday, October 18th at 11 am Eastern time.

2002 167

2002 2016 Books Consulting 167

SaleMove

FEBRUARY 1, 2021

But for an increasing percentage of customers, it’s a question that can set a service interaction off on a negative high-effort note from the first word: “How may I help you?”. It’s the question that initiates virtually every live customer interaction, and it has for years. It served us well for decades. Not anymore.

Definition 52

Definition Interaction Blog Customer Service 52

Experience Investigators by 360Connext

AUGUST 23, 2018

And while most of us agree it’s vital to have and show empathy with customers, many rarely go beyond that in really capturing the touchpoints to understand emotions. But, customers interact in big ways and small with your brand. Step into their shoes in their real lives. Step into their shoes in their real lives.

Touchpoint 110

Touchpoint Loyalty Programs Customer Journey Mapping Contact Center 110

Customer Bliss

NOVEMBER 6, 2018

Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Now, like you, they were using a lot of survey feedback and survey information, which is pretty typical. The following is a lightly edited transcript of the video below.

Hospitality 190

Hospitality Chief Customer Officer Feedback Customers 190

Comm100

JANUARY 21, 2021

There are many digital customer service tools for small businesses to choose from, but there’s only one that stands out with real-time, accessible, and cost-effective support – and that’s live chat. How many channels offer as many benefits as live chat does for both the customer and business? What is live chat? . Cut down costs.

2021 98

2021 Social Media 2020 Loyalty 98

Comm100

MARCH 2, 2022

Credit unions are not-for-profit and are owned by the people who use its services – their members – rather than shareholders or investors like banks typically are. Many consumers choose to join a credit union based on this principle, and so expect to receive the very best member engagement that reflects this priority.

Engagement 52

Engagement Omnichannel Banking E-support 52

SurveySensum

NOVEMBER 22, 2023

Do you know that 88% of online customers don’t return to a website after a poor user experience? That’s a huge chunk of potential business loss, right? That’s why offering a seamless experience is crucial to keeping visitors engaged and returning for more. Website feedback is like having a direct conversation with your customers.

Feedback 52

Feedback Customer Insights Insights E Commerce 52

Comm100

MARCH 6, 2022

If credit unions want to keep up, it’s crucial they join them on this path towards digital transformation. We’ve looked at how live chat can help credit unions improve member engagement , but to take this to the next level, chatbots are essential. They really enjoy the convenience of live chat overall.”

E-support 61

E-support Banking Engagement 2018 61

BirdEye

MARCH 15, 2023

In this blog post, we’ll dive into the latest social media demographics, including the average age of social media users for each platform and what these insights mean for your brand’s social media presence. In 2005, only 7% of American adults were using social media , while in 2021, around 70% use social media to connect.

Social Media 52

Social Media 2023 Entertainment E Commerce 52

Lithium

NOVEMBER 1, 2022

Some blog areas are limited to Khoros customers only. Get to the bottom of the best ways to use and prove the ROI of Khoros Care with Khoros product marketing expert Josh Snider. NEW Coaching Video: NPS/CSAT Enable users to privately share their feedback with your brand after a customer service interaction. Are you there ROI?

2022 52

2022 Roadmap ROI Social Media 52

Beyond Philosophy

AUGUST 21, 2017

Every business is driven by human interactions – between management and employees, employees and customers, customers and their friends and followers. These interactions are by nature ambiguous, irrational and based on emotions. Our saying at Beyond Philosophy is that “None of us are as clever as all of us.”

Healthcare 141

Healthcare Consulting Measurement Webinar 141

Bold360

JUNE 26, 2019

In this day and age, consumers expect nothing short of a world-class customer experience — whenever and however they interact with a business. Bold360 has won a Top Rated award for both live chat software and social media customer service software,” said Megan Headley, VP of Research at TrustRadius. scoring criteria. .

Social Media 61

Social Media 2019 Customer Service B2B 61

Beyond Philosophy

APRIL 9, 2021

Learning about the way people process social information can potentially lead to more efficient interactions within organizations. There are limits that are challenging for us to overcome. The part of our brain designed to manage social interactions has some biological caps on it. Yep, you guessed right, not much.

Management 157

Management Social Media Call Center Connections 157

NICE inContact

SEPTEMBER 26, 2019

Our latest CX global benchmark study showed a 63% increase in the number of customers interacting with companies through voice and digital channels, like chat and social media, which is driving up the volume of interactions. Register for the Best Practices Panel: Seamless Customer Experience – Combining AI, VA with Live Agents.

Contact Center 54

Contact Center Call Center Social Media Interaction 54

Kustomer

NOVEMBER 1, 2021

In this episode of Customer Service Secrets, Gabe Larsen is joined by Paolo Fabrizio, author, speaker, and customer service expert, to discuss digital customer service. Paolo emphasizes the importance of leveraging conversations via social media, live chat and instant messaging apps for various industries, to build customer relationships.

Customer Service 97

Customer Service Social Media Customers Customer Satisfaction 97

Bold360

APRIL 23, 2020

As the COVID-19 crisis continues, many of us have grown newly accustomed to remote living. Even the most technically-challenged are now using video-chat, grocery delivery and online banking. We were joined recently by Marie Ruzzo , Product Marketing Director here at LogMeIn , to explain how.

Engagement 52

Engagement Call Center Insurance Download 52

Kustomer

JANUARY 20, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Jon Picoult , Founder of Watermark Consulting, to learn what it takes to not only impress your customers but to make them obsessed with your brand. Jon, thanks for joining. Give us a double click. How are you?

ROI 143

ROI Books Customers Definition 143

Kustomer

JANUARY 19, 2023

In this episode of the Customer Service Secrets podcast , Gabe Larsen is joined by Steven Maskell , Vice President of Customer Experience at Zones , to discuss how to use customer experience data analytics to create a personalized, data-driven customer experience. Data can also be used as a helpful tool when advertising to consumers.

Customer Journey 98

Customer Journey Customer Experience Customer Service Advertising 98

Beyond Philosophy

AUGUST 15, 2019

With 11 books on marketing and Customer Experience, our guest Don Peppers , bestselling author, blogger, business strategist, and acclaimed keynote speaker, joins us to share his wisdom on the subject. Is it to reward people who interact with customers? We discussed measuring Customer Experience correctly in a recent podcast.

Measurement 125

Measurement Net Promoter Score NPS Metrics 125

Bold360

JUNE 2, 2020

We held our annual CXNext event – this year 100% virtually – as we all continue to WFH and live through this pandemic. Great speakers shared their perspectives on changing the way we work, changing the way we live our lives and changing the way we service our customers. Two of our winners joined me on CXNext Live.

Transportation 52

Transportation Reference Insurance Events 52

Beyond Philosophy

APRIL 14, 2022

I was very pleased to have Chief Technology Officer of Zendesk Adrian McDermott ( @amcdermo ) join us and explain what these numbers mean and what organizations should do with their experiences to take this concept beyond lip service and do something with it. . I highly recommend reading the entirety of the CX Trends Report.

Customer Satisfaction 78

Customer Satisfaction Contact Center Definition Customers 78

2020 Research

OCTOBER 25, 2022

In this blog, discover the pros and cons of both digital and in-person qualitative research. Use In-person qualitative for observational research, such as monitoring facial and emotional responses when opening or testing products. Most businesses get stuck on how they should use these methods, and for good reason.

Travel 52

Travel Banking Presentation Consumers 52

Customer Bliss

JULY 26, 2016

In our conversation, Renee outlined her clear path in embedding customer experience, including engaging with a data scientist to tell the story of customers’ lives and compel the organization to care about the “why” behind customer experience, emotions and business growth. Right now, they have a four-hour time window.

Customer Journey Mapping 146

Customer Journey Mapping Customer Experience Chief Customer Officer Culture 146

PeopleMetrics

FEBRUARY 21, 2018

Customer Experience often lives within Marketing, but that doesn't necessarily mean that the two are always aligned. There is even more room for disparity when CX lives in departments other than Marketing. Thanks for joining us for another edition of CX Secrets , a video series capturing bonus material from my book Listen or Die!

Marketing 67

Marketing CEM 2001 Advertising 67

CSM Magazine

MAY 26, 2020

After introducing myself and asking about their meal, I apologized and let them know how sorry I was that we didn’t live up to their expectations. I asked them if they have ever dined with us during one of our big holiday buffets offered by our fine Banquet Department (which I just happened to manage). Here’s what I did.

Hospitality 59

Hospitality Events Hotels Customers 59

Calabrio

SEPTEMBER 9, 2020

You can read the full post on the Waterfield blog, and register for an upcoming webinar featuring Calabrio’s Dave Hoekstra on September 15th. We have talked about the technology side of working from home – a million webinars on how to migrate to the cloud or how adding new technology can reduce the load of inbound customer interactions.

Blog 96

Blog Webinar Contact Center Customer Satisfaction 96

Beyond Philosophy

OCTOBER 21, 2021

One of my leadership and career philosophies is “None of us are as clever as all of us.” We have much to learn from people that disagree with us. Without dispute, we live our lives in an echo chamber. My sympathy faded, and disappointment replaced it. He was good at empathizing with customers and calming them down.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

Beyond Philosophy

FEBRUARY 5, 2018

But I have issues with any approach that takes humans out of the interaction altogether. If Amazon Go really is well-staffed by smiling, helpful employees, this could lead to more positive interactions between employees and shoppers and therefore a better customer experience than if there were traditional cashiers.

Consulting 100

Consulting Banking Webinar Technology 100

Avaya

NOVEMBER 2, 2017

When you walk into that stadium, you see a lot of Avaya technology—technology that interacts with all those mobile devices in fans’ hands. Digital transformation continues to inform and change how we all connect and interact. Self-service is now quite common, but until it is perfected, live agents add significant value.

Customer Experience 57

Customer Experience Contact Center Sports Social Media 57

ClientSuccess

JULY 29, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.

Insurance 59

Insurance Books Culture Customer Success 59