Customer Bliss

SEPTEMBER 2, 2014

'Managing customers as assets is about simple customer math: Incoming Customers minus Outgoing Customers = Net Growth or Loss. It’s the first step to “customer experience reliability,” so how well does your company do it? Rather than talking about customer retention, begin talking about these numbers: Incoming customers. Outgoing customers. Net growth (or loss) of customer asset in the selected period (Incoming Customers minus Outgoing Customers = Net Growth or Loss).

Definition 166

Definition Metrics Customer Retention Customers 166

Michel Falcon Experience

SEPTEMBER 3, 2014

'Customer experience is what powers your word of mouth marketing campaign. Remember, your customers enthusiastically talk about their experience with your service or product not your logo or fancy business card. I’ve seen some businesses spend more time designing their business cards than they do growing their company organically through referrals and repeat business.

Marketing 121

Marketing Download Retail Brands 121

Heart of the Customer

SEPTEMBER 5, 2014

'One impact of being in a new capability is trying to describe it. My wife doesn’t really know what I do, so how can I effectively communicate customer experience to somebody who’s never heard of it? This is a common topic among my CX friends. How do we explain what we do to others? If they don’t give me a blank look, most folks hear customer experience and ask, “So, you work in a call center?

Call Center 118

Call Center Customer Base Customer Experience Loyalty 118

ijgolding

SEPTEMBER 1, 2014

'Smiling – we all do it. Some of us do it more than others, but it is very likely that we will all smile at some point today. There are actually some very interesting facts about the facial expression we take for granted: Forcing yourself to smile can improve your mood. Smiling boosts your immune system. Smiling is contagious. Smiling relieves stress.

Travel 108

Travel Touchpoint Definition Customer Journey 108

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Maz Iqbal

SEPTEMBER 2, 2014

'What Is The Weak Point Of Many Organisations? In a few days I had grasped the main principles on which the hotel was run …… What keeps a hotel going is the fact that the employees take a genuine pride in their work, beastly and silly though it is. If a man idles, the others soon find him out, and conspire against him to get him sacked…… everyone in the hotel had his sense of honour, and when the press of work came we were all ready for a grand concerted effort to get thr

Customer Centricity 107

Customer Centricity Hotels Insights Customer Service 107

Kristina Evey

SEPTEMBER 3, 2014

'Improving customer service requires the fine art of working with frustrated and upset customers. We’ve all had them. We all know the principle that if you can successfully turn around an upset customer, they’ll be more loyal to your company than if they never had an issue at all. . . But in the heat of the moment, what is the best way to connect with them to calm them down so that you can help them?

Customer Service 111

Customer Service Customer Success Customers Connections 111

Customer Enthusiast

SEPTEMBER 2, 2014

'Voltaire, the 18th-century French philosopher, said, “The best is the enemy of the good.” I love this quote because, to me, it highlights the distinction between extraordinary and ordinary, excellence and mediocrity, and exceptional and average customer service. Earlier this year, I attended a conference at the InterContinental Hotel in the Buckhead district of Atlanta.

Hotels 70

Hotels Sales Reference Retail 70

CX Journey

SEPTEMBER 4, 2014

'I originally wrote today''s post for InsideCXM , where it was published on April 2, 2014. I have modified the post slightly since then. Do your employees have a clear line of sight to your customers? First, what does "line of sight" mean? In a nutshell, it''s the straight line between you and your target. In this case, the target is the customer and the customer experience.

Customer Journey Mapping 64

Customer Journey Mapping Culture Touchpoint 2014 64

Beyond Philosophy

SEPTEMBER 5, 2014

'Managing your relationships with your employees is a challenging task. As a career manager myself, at one time as a manager of 1000s of employees for British Telecom, I have learnt a thing or two over the years. Including, as it were, what NOT to do. I read that the secret to relationships of any kind is to be truthful and keep your commitments. I like the simplicity of this.

Net Promoter Score 60

Net Promoter Score Books Social Media Loyalty 60

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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

Comm100

SEPTEMBER 5, 2014

The advent of social media has had a huge impact on the customer service industry. Not only can people go directly to companies and get quick feedback on their questions and problems, but they can also call out businesses in a public forum, making it all the more important for their questions to be answered quickly and efficiently. Here are nine tips on how to offer the most effective customer service on social media.

Social Media 45

Social Media Customer Service Webinar Customer Service Representative 45

Customer Enthusiast

SEPTEMBER 5, 2014

'With the start of the 2014 NFL football season, I got to thinking about how customer service is like football. Two nights ago, my 11-year-old son and I analyzed game film from his season opener last weekend. Our observations weren’t terribly surprising or original: Block until the whistle sounds on offense and, on defense, wrap up when tackling, contain the outside corners, and keep the receiver in front of you.

Customer Service 67

Customer Service 2014 Retail Books 67

CX Journey

SEPTEMBER 2, 2014

'Image courtesy of Unsplash | André Spieker When you listen to customers or to employees, do you really listen? Or are you already anticipating your response or your reaction before they''re finished talking? Stephen R. Covey said: Most people do not listen with the intent to understand; they listen with the intent to reply. Unfortunately, this is so true.

Voice of Customer 67

Voice of Customer Customer Voice Communication Connections 67

Help.com

SEPTEMBER 3, 2014

Welcome to the second edition of the Help.com customer service awards! We are rethinking customer service, and part of that is by making sure that we acknowledge the best customer service we encounter. Without further ado, here are the winners from the second half of August: All American Liquors (Brazos Street). This is a new store in Austin that everyone should support.

Customer Service 40

Customer Service Customer Centricity Customers Events 40

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

Daniel Group

SEPTEMBER 4, 2014

'I recently purchased a new cell phone. After several years of use and abuse, the Android had to be replaced. My wife suggested I try an iPhone so I thought “why not!?” Besides, Verizon was running a special. I contacted our account representative and placed the order. Since I was heading out for a trip I asked that the phone be shipped to a location along the way as I was not certain how much longer the existing phone would last.

Travel 45

Travel Sales Customer Service Management 45

InMoment XI

SEPTEMBER 4, 2014

Although it’s not featured all that much in the UK press, it looks as though the country is about to get some far-reaching (and, some would argue), long-overdue revisions to its consumer laws. Click here for full details (and a good night’s sleep, it has to be said). The UK has always been a bit cautious about putting. View Article.

Article 200

Article Consumers Automotive 200

Strativity

SEPTEMBER 3, 2014

Some people get caught in the details without seeing the bigger picture – some only see the forest, not individual trees. They say that when you’re a smaller business, it’s easier to see the details because, well, there are less of them to keep track of. Corporations tend to think big because they are big. Even for those organizations that start small, when they make it corporate-size, the focus shifts to the big picture.

Culture 40

Culture Blog Customer Relationships Customer Experience 40

Customer Bliss

SEPTEMBER 4, 2014

'Many companies try to copy the actions that result from beloved companies’ decisions. The fact of the matter is decisions that earn customer love are not easily reached. To achieve the same impact, what enabled the decision must exist. You must get beyond the decision itself and possess the intention and motivation what lies beneath it. It’s the intent (the “what”) and the motivation (the “why”) behind decisions that bond people with companies.

Connections 214

Connections Culture Customers 214

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

Storyminers

SEPTEMBER 4, 2014

'Innovation keeps brands fresh and fun. Practicality keeps brands from pursuing every idea the comes along. It is important to have the right mix of both. Using Experience Design twice is the way to achieve the right balance.

Innovation 71

Innovation Blog Brands 71

InMoment XI

SEPTEMBER 4, 2014

Although it’s not featured all that much in the UK press, it looks as though the country is about to get some far-reaching (and, some would argue), long-overdue revisions to its consumer laws. Click here for full details (and a good night’s sleep, it has to be said). The UK has always been a bit cautious about putting.

Article 200

Article Consumers 200

Customer Interactions

SEPTEMBER 4, 2014

'Every year, 911 operators receive 240 million calls, many of which save lives. But it’s not always possible or safe to call. A new ruling by the FCC offers citizens more ways to contact 911 by mandating that all wireless carriers and some message services support Text-to-911 by the end of the year. In life or death situations, this option can be invaluable.

Wireless 34

Wireless Call Center Telecommunications Communication 34

Experience Matters

SEPTEMBER 2, 2014

'Last year Temkin Group had a great time celebrating CX Day. This year, CX Day will be held on October 7th and we’re planning an even bigger celebration. Here are some of our plans for CX Day 2014: Research discount. We’ll provide a discount code via twitter that will give a 15% discount on any research purchased during CX Day (8:00 AM ET to 8:00 PM ET).

2014 102

2014 Webinar Download Events 102

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Measurement

Storyminers

SEPTEMBER 4, 2014

Innovation keeps brands fresh and fun. Practicality keeps brands from pursuing every idea the comes along. It is important to have the right mix of both. Using Experience Design twice is the way to achieve the right balance. This video offers a little more on Experience Design and how new technology is actually helping brands connect […]. The post Use Experience Design Two Times for Best Outcome appeared first on Mike Wittenstein.

Innovation 40

Innovation Connections Brands Technology 40

InMoment XI

SEPTEMBER 4, 2014

Although it’s not featured all that much in the UK press, it looks as though the country is about to get some far-reaching (and, some would argue), long-overdue revisions to its consumer laws. Click here for full details (and a good night’s sleep, it has to be said). The UK has always been a bit cautious about putting.

Article 200

Article Consumers 200

InMoment XI

SEPTEMBER 2, 2014

Not everyone chooses to jump on a plane in search of a beach in some far off place. Instead some families enjoy quality time, closer to home with a staycation and days out. But what makes for a great experience for young and old at a price that won’t break the bank? What makes one.

Banking 200

Banking Article 200

InMoment XI

SEPTEMBER 2, 2014

Not everyone chooses to jump on a plane in search of a beach in some far off place. Instead some families enjoy quality time, closer to home with a staycation and days out. But what makes for a great experience for young and old at a price that won’t break the bank? What makes one.

Banking 200

Banking Article 200

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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