Heart of the Customer

AUGUST 20, 2020

103

103

Beyond Philosophy

AUGUST 20, 2020

How we share information is affected by the medium that we use to communicate it. We can see this concept manifest in customer reviews and advertising response behavior. The technology through which customers write reviews and interact with your organization influences the content produced and information shared. . We discussed the findings of the interface of technology and human beings with Professor Shiri Melumad on a recent podcast.

Transportation 348

Transportation Information Technology Consulting 348

Customercount

AUGUST 20, 2020

View or download the presentation by Lisa Kobek from CustomerCount® on why resorts should be focusing on owner engagement with feedback tools at this difficult time for the hospitality sector. The post Engaging owners through feedback tools appeared first on CustomerCount.

Feedback 270

Feedback Engagement Hospitality Download 270

IntouchInsight

AUGUST 20, 2020

Highlights from a recent interview with Jeanne Bliss of Customer Bliss and Erin Fenn of Intouch Insight on listening to hear, humanity, and how to grow your customer experience practices to earn trust.

Insights 237

Insights Customer Experience Customers 237

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

BlueOcean

AUGUST 20, 2020

Over the years, we’ve written many articles singing the praises of on-site visits with potential customer care outsourcers. We firmly believe that shaking hands with leadership and frontline agents, seeing capabilities in action, and experiencing the corporate culture first-hand are the intangible, immeasurable, yet essential final steps in evaluating and comparing potential partners.

Reference 156

Reference Customer Care Culture Leadership 156

Gainsight

AUGUST 20, 2020

I’ll admit it. I’m kind of obsessed. In my brain, I’m always thinking about our clients. How are they doing? Are we delivering on our promise to them? Has their experience been positive? Do we have the right relationships? I guess since I am the CEO of THE Customer Success company, that focus makes sense. But knowing 1000s of CEOs, I know many of you are the same.

ROI 105

ROI Customer Success Engagement Connections 105

Storyminers

AUGUST 20, 2020

What makes a story stick around? Why do we enjoy hearing some stories again and again? More importantly, how do you turn your brand into a story? And how do you make your story tweetable, i.e., told in 140 characters or less? Let’s look at the ancient story of “David and Goliath.” It’s remarkably sticky. Having been around for more than 10,000 years, it continues to find its way into TV shows, movies, the news, and media ads.

2009 105

2009 2008 2006 Retail 105

MyCustomer

AUGUST 20, 2020

24th Aug 2020 Customer experience leaders are documented to have greater top- and bottom-line growth than those who haven’t made customer experience.14 CX lessons from digital transformation leaders. By Michael Hinshaw Managing Director.

Document 143

Document 2020 Customer Experience Management 143

SaleMove

AUGUST 20, 2020

A sports team works from a playbook that provides strategies to create or respond to different circumstances on the playing field, and guides each team member in how to perform their part. Similarly, contact centers have playbooks to address customer issues and opportunities. With the expansion of self-service and the introduction of AI, the scope of the playbook needs to expand.

Contact Center 90

Contact Center Virtual Agent Sports Insights 90

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

One Millimeter Mindset

AUGUST 20, 2020

Reset yourself professionally? What an idea! Yet… are you thinking the same thing? How is this pandemic redefining your professional trajectory? Because the skills you need to get to where you want to go have shifted. Changed. And the same professional tools and critical thinking skills that got you to where you are, today, may not “be enough” to move forward, tomorrow.

Innovation 86

Innovation Leadership Measurement Consulting 86

NICE inContact

AUGUST 20, 2020

Customer experience (CX) is the new tool for competitive differentiation and every company large and small is investing in creating better experiences for their customers. NICE inContact Global CX Benchmark study, 2019 shows that great service can build brand loyalty among 81% of customers and turn 87% of them into advocates. So, the case is built to show that there is true Customer Life Time Value (CLTV) in driving better CX.

Contact Center 78

Contact Center 2019 Loyalty Brands 78

Playvox

AUGUST 20, 2020

Any time a family member goes into the hospital for a medical condition it’s tough and concerning on the family to process all that is needed to take into account. Add to that, the one in the hospital develops complications like pneumonia and has to be placed on a respirator.

Document 82

Document Hospitality Insights Customer Service 82

Hello Customer

AUGUST 20, 2020

Empowered employees make you more money. That’s the starting point of the service-profit chain. The model, developed by James Heskett in 1994 links employee empowerment to customer satisfaction and, ultimately revenue growth. We have a whole e-book on it, which you can find here, but let’s get back to our point. Often when companies want to improve the customer experience they focus on external factors, namely the customer.

E-support 75

E-support Culture Feedback Books 75

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

Wootric

AUGUST 20, 2020

There’s so much buzz these days about growth hacking that it’s easy to forget a fundamental truth about marketing—winning a new customer costs a lot more than keeping an existing one (anywhere from 5 to 25 times more, according to the Harvard Business Review ). Existing customers that spend more, come back more often, stay longer, and tell their friends are all contributing to higher CLV.

Roadmap 88

Roadmap E-support NPS Feedback 88

SaleMove

AUGUST 20, 2020

Check out the previous installment of this series: The Times They Are a-Changing: Talent in the Contact Center Part 4: The Research Team. A sports team works from a playbook that provides strategies to create or respond to different circumstances on the playing field, and guides each team member in how to perform their part. […]. The post The Times They Are a-Changing: Talent in the Contact Center Part 5: Playbook Writers appeared first on Glia Blog | Digital Customer Service Explained.

Contact Center 52

Contact Center Sports Blog Customer Service 52

Kustomer

AUGUST 20, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe is joined by Aarde Cosseboom and Vikas Bhambri to discuss how to use AI in contact centers. Aarde is the Senior Director of Technology and Product for Global Member Services for an E-Commerce company called Textile. He’s spent the last decade working in this industry and is the author of the book Enable Better Service.

Contact Center 52

Contact Center Omnichannel Brands Customer Service 52

NetBase

AUGUST 20, 2020

Brands are rethinking ways to cross the threshold into sustainability, and savvy brands like Chipotle Goods are relying on consumer intelligence to drive a commitment to sustainability trends. Today it’s not enough to produce a great product. Consumers want emotional connection to brands and want to make a difference with their dollar. Brand extension into sustainability is vital and connecting with the emotional appeal of your audience through consumer and market intelligence has never been mor

Apparel 71

Apparel 2019 2021 2012 71

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

NICE inContact

AUGUST 20, 2020

Selecting contact center software is kind of like choosing a house to buy - you want to get it right because it's a big investment and you know you'll have to live with the decision for a while. Just like you don't want to move into your new house and be unpleasantly surprised, you don't want to implement your new software only to find it has some significant shortcomings.

Contact Center 62

Contact Center Omnichannel Insights Management 62

Forrester's Customer Insights

AUGUST 20, 2020

Online marketplaces have been around in one form or another for decades. Accelerating the trend is a myriad of factors including changing buying behaviors and demographics, companies shifting to subscription and consumption models, and the rising importance of ecosystems. Put simply, the future business buyer will look more and more like a consumer.

Consumers 71

Consumers Omnichannel B2B Sales 71

Hello Customer

AUGUST 20, 2020

Empowered employees make you more money. That’s the starting point of the service-profit chain. The model, developed by James Heskett in 1994 links employee empowerment to customer satisfaction and, ultimately revenue growth. We have a whole e-book on it, which you can find here, but let’s get back to our point. Often when companies want to improve the customer experience they focus on external factors, namely the customer.

E-support 40

E-support Culture Feedback Books 40

Innovative CX

AUGUST 20, 2020

1 Hour telephone hold rates. 45-minute wait for chats. 5-7 day delays in email responses. These are just a few examples of what I’ve been experiencing the last few weeks when trying to contact customer service at a variety of organizations. In some cases, I had cash in hand and was ready to buy, in others I had order issues that needed to be addressed.

Contact Center 52

Contact Center Online Experience Culture Customer Service 52

Advertisement

Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.

Information

XMplify

AUGUST 20, 2020

Following my recent appearance as a panellist on MyCustomer's live roundtable discussing empathy in customer service, this post is a precis of the article I published on MyCustomer.com - you can read the complete thing h.

Customer Service 52

Customer Service Article Customers 52

The DiJulius Group

AUGUST 20, 2020

In the most recent episode of The Customer Revolution Podcast, customer experience expert John DiJulius interviews the legendary Seth Godin – entrepreneur, author, speaker, leader, and visionary – and he shares these golden nuggets of insights about leadership. A leader is anyone who is creating and innovating. Leading doesn’t always mean having people underneath you.

Leadership 52

Leadership Innovation Article Insights 52

Brad Cleveland Blog

AUGUST 20, 2020

The cornerstone of an effective quality observation process is documenting specific, observable behaviors and tailoring coaching accordingly. An effective way to consider performance (quality) standards is to categorize them as either “foundation” or “finesse.” Foundation standards measure whether something was done, and can be assessed with a simple yes or no.

Document 32

Document Measurement Call Center Contact Center 32

SurveySparrow

AUGUST 20, 2020

Human Resource industry has already been on the frontlines of adopting AI, conversational technology, and chatbots in their day-to-day work. It’s an active ongoing process – so much so that Gartner even forecasts that 30% of all hiring activities will be fully performed by AI. It’s interesting how the field that literally features the word “human” in it is among the most suitable for automation.

Document 98

Document Connections Management Information 98

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