September, 2016

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5 Epic Employee Engagement Issues You Never Noticed

Experience Investigators by 360Connext

Highly-engaged employees will deliver better experiences to your customers, leading to increased loyalty, more referrals, and more business overall. Yippee! However, employee engagement is emotional and often hinged on the very last experience an employee might have – with his or her manager, with co-workers, with an angry client, or even with you. These simple moments add […].

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The Authenticity challenge: 25 marketing, CX and innovation takeaways from the 2016 Customer Intelligence Summit

Alida

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands. Here’s a look at our favorite takeaways from this year’s Summit. 1.

2016 267
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Corporate Culture and the Customer Experience: A Delicate Balance

InMoment XI

Though the idea of culture has been around for centuries, it is only in recent decades that corporations have begun to speak of the notion of corporate culture. Probably the best way to define corporate culture is as the deepest thoughts and beliefs a company holds about itself. This includes what it considers to be.

Culture 332
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Digital storytelling: The unabashed power in CX

Customer Bliss

Digital storytelling is crucial in customer experience. Before we get deep into digital storytelling and how to maximize your processes around it, let’s briefly set up why storytelling as a whole — and especially digital storytelling — is important in the current business climate. The importance of digital storytelling. Here’s a Wharton interview with Carmine Gallo , the author of a book called The Storyteller’s Secret.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Shocking! Yahoo’s data breach

Beyond Philosophy

How we feel affects how we behave. Understanding the connection between our feelings and our decisions is an essential foundation for creating customer loyalty and retention. If you aren’t sure this is true, then ask yourself: would I open a Yahoo email account today? Yahoo is in the news all over the world. No longer because of their appointment of an up and coming CEO (that just happened to be female).

2014 167

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3 Ways You Are Ruining Your Customer’s Day

Experience Investigators by 360Connext

Your organization might be well-meaning but still ruining your customer’s day. The mission at 360Connext is simple, but we believe it’s important: We’re on a mission to create fewer ruined days for customers. I started using this as our mission when I created the company in 2009. And I believe it’s still an important goals […].

2009 223
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13 stunning stats on the ROI and growth of online communities

Alida

Every company today wants to be customer centric. From emerging upstarts to established conglomerates, brands of all sizes now recognize that getting closer to customers is key to long-term business success. In our customer-led world, the various types of online communities have become an indispensable tool to harness customer feedback and insight. In the last decade, online communities have taken the business world by storm.

ROI 254
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Guest Blog: How to Create Customer Loyalty in the Healthcare Space

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Brie Tascione, writes about the importance of improving the customer experience in the healthcare industry to improve loyalty and reduce frustration. Any service industry today must keep up with the technological advances when communicating with their customers. – Shep Hyken. Digitally native millennials are quickly becoming the largest base of healthcare consumers, yet they are consistently left frustrated and underwhelmed by disj

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The proactive approach to customer complaints

Customer Bliss

Customer complaints are everywhere, and happen all the time. The word “complaints” is a bad word, yes — on the surface. But there’s power in customer complaints, just as there’s power in any feedback. Quickly, before we get to the action items on this post: think of your favorite brands. Consider brands that you love. You buy from them all the time.

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The 2023 Verint Experience Index: Retail

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

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Unbelievable Violation By World Renowned Bank – Record Fines!

Beyond Philosophy

Q: What has two Million phony accounts, 5,300 fired employees, a fine of $185 million and a retiring leader enjoying $124 million in stock and options after retirement? A: Wells Fargo Bank, the latest bank to suffer the scrutiny of the truth and forced to answer for taking advantage of its customers’ trust. Carrie Tolstedt , unit leader of Wells Fargo’s community banking division, is set to retire at the end of this year after 27 years of service.

Banking 166
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Customer Emotions (Joy, Anger, Sadness, and Fear) Affect Contact Center Interactions

Experience Matters

As you may know, Temkin Group labeled 2016 “The Year of Emotion” in its annual listing of customer experience trends. Why? Because emotion drives loyalty. And yet, despite its significant impact on customer loyalty, organizations do not focus on emotion enough. So to help increase organizations’ awareness of this critical area of customer experience, we […].

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3 Ways Customers are Tracking Brands (and Judging YOURS!)

Experience Investigators by 360Connext

Customers are tracking brands and how they how they interact with customers. And they’re giving their friends all the dirt they find on your brand! They’re sharing information like who to contact to get things done, and when’s the best time to call and actually get an answer. They may not contact you directly about it, […]. The post 3 Ways Customers are Tracking Brands (and Judging YOURS!

Brands 217
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How to get the most out of the Customer Intelligence Summit app

Alida

The countdown is on for the 2016 Customer Intelligence Summit in Chicago. If you’re heading to the Summit, getting the official free event app is a must. Here’s why. Note: Instructions on how to log-in to the app, including your username and password, are sent to you via email. If you need assistance, please send us a note at events@visioncritical.com.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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There’s Very Little Loyalty When You Compete On Price

ShepHyken

It doesn’t matter if you are in retail selling to consumers, or in a business that sells to other businesses, it is virtually impossible to create customer loyalty by being the lowest price provider. Consider this. Low price shoppers are loyal to their wallets and purses, not to the business. As soon as these price-conscious customers find a retailer or any other type of business or vendor with a lower price than the one they have been doing business with, they will move.

Loyalty 134
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How Customer Experience Metrics Help Create A Winning Strategy

Customer Bliss

Guest Post By Kathy Yoo. Kathy Yoo is a creative writer and currently writes content on behalf of KOVA Corporation. Whether the experience is positive or negative, any interaction with a customer is important. Many companies depend on customer experience metrics to determine ways of increasing customer engagement and satisfaction. Customer experience metrics use advanced technology to compile information on specific individuals across various channels, like telephone calls or the company’s

Metrics 157
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Secrets For Breaking Bad Habits!

Beyond Philosophy

We all have habits. Some of them are good, and some, well, aren’t. But for good or ill, habits drive our behavior every day, and even more so when we are customers. In my latest book, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level , Professor Ryan Hamilton of Emory University and I explore habits and their influence on how customers behave.

Books 167
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Four reasons collaboration on VoC improves CX

OpinionLab

Gartner asserted last year that CX has become the new competitive battlefield in a much-quoted report. Despite the attention-grabbing heading, there is a lot of truth in what they said: organizations are now falling over themselves to deliver better customer experiences across all channels and are becoming increasingly innovative in their approaches.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

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

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Are You Talking Yourself Out of Innovating?

Experience Investigators by 360Connext

Brands need to keep innovating. To stay ahead of the market, they need to offer the “what’s next” to stave off the competition. Innovation is about responding to the market, anticipating needs, and using a little magic to appeal to customers. I often wonder about the companies that don’t innovate. And then I remember some of […].

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Save Your Customer Service Team from Vampire Customers

Customers That Stick

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Amazing Business Radio: Dr. Michael LeBoeuf

ShepHyken

Dr. Michael LeBoeuf on. How to Win Customers and Keep Them for Life. Shep Hyken speaks with the author of one of his favorite customer service books, professor, speaker and world famous author Dr. Michael LeBoeuf. They discuss his timeless classic that was well ahead of its time titled, “How to Win Customers and Keep Them for Life.” Dr. LeBoeuf was a pioneer of his industry, who was discussing the customer experience well before it was a trend.

Books 125
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Voice of the customer: Your 4-point action plan

Customer Bliss

Customer experience work has been evolving for years, and it’s now on the radar of more execs than ever before. As such, you have a lot of thought leaders out there up-selling voice of the customer plans. Sometimes these voice of the customer approaches are great, but sometimes they’re put together by people who have never done boots on the ground CX work — and then they tend to be flawed.

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ABM Success Recipe: Mastering the Crawl, Walk, Run Approach

Shifting to an account-based marketing (ABM) strategy can be both exciting and challenging. Well-implemented ABM motions build engagement with high-value accounts and drive impactful campaigns that resonate with your audience. But where do you begin, and how do you progress from crawling to running? Watch now as Demand Gen experts delve into the essentials of each stage of the ABM process.

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Bewildered? What Do Your Customers REALLY Want?

Beyond Philosophy

When you ask a person why they bought something, they can always tell you straightaway. It might not be the reason, but it’s the reason they give. Is the person lying? Except for rare exceptions (politicians, criminals, celebrities learning too late that Twitter and Booze don’t mix), not at all. Many times people don’t know the real reason they did something.

Books 0
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10 Silos Impact Customer Experience

ClearAction

10 Silos Impact Customer Experience Lynn Hunsaker. Does your business have a silo detective? This might be the highest-ROI effort of your customer experience council, chief customer officer, chief operating officer — or better yet, every employee. Things that don’t make sense in the way business is done can almost always be traced to silo-ization. And the pain of business silos is well-known to everyone, whether employee or customer.

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How to Do It Right: Guide to Delivering Customer Service in Digital Age

transcosmos Information Systems

Let’s face it. Almost everyone has gone digital—from businesses, governments, and yes, your customers. Based on the Ericsson Mobility Report , there were 2.6 billion smartphone subscribers in 2015 around the world and researchers expect the rate to grow to about 6.1 billion by the year 2020. While your customers are probably online all the time, chances are, this connectivity offers a new challenge on how to deliver exceptional customer service support for people on the go in this digital age.

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3 Themes for National Customer Service Week 2016

Customers That Stick

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.

2016 145
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7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper