Customer Bliss
APRIL 1, 2016
A seamless customer experience gets delivered when you answer the questions your customer is asking. It’s as simple as that. Getting there, however, takes a lot of work. Let’s focus on the role that customer journey maps play in a seamless customer experience. A journey framework, even in its simplest form, when used with consistency provides a structure to understand the priorities in customers’ lives.
InMoment XI
APRIL 1, 2016
Multi-Mode – this term used to bring up images of many different workflows that generally required a lot of work to aggregate and analyze…but not anymore! Today’s technologies free businesses to collect feedback from their customers in whatever way the customer wants to engage. It’s time to re-think Multi-Mode. One of the most common Multi-Mode.
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Bill Quiseng
MARCH 28, 2016
This week’s blog post is contributed by a very special guest, actually more like a guest star, Nancy Friedman , better known as “The Telephone Doctor.” The author of the recently published book, Customer Service (finally) Defined – Ideas, Tips, techniques & Skills You Can Use Now and Forever , and eight other books, Nancy is simply one of the best keynote speakers on customer service.
Experience Investigators by 360Connext
MARCH 30, 2016
Co-creation sessions, customer journey workshops and customer-focused innovation summits can sound so sexy and intriguing. We envision a group working cohesively, rolling up their collective sleeves to create an improved customer-centric culture and earn long-term loyalty from customers. Customer experience is the most fun when we find those important a-ha moments.
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
Customer Bliss
MARCH 30, 2016
In order to understand how customer-focused companies design processes for listening to customers, we need to start by thinking about the three types of listening: Unaided or volunteer listening. Aided listening. Experiential listening. You can learn about the different types of listening in virtually any of my books , but here’s a breakdown for those just coming into these concepts: Unaided or volunteer listening: This refers to companies who optimize feedback customers give as they inte
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
MARCH 29, 2016
It’s an old adage but it’s true: people like to do business with those they know, like and trust. Businesses spend a lot of money and energy chasing that trust through marketing campaigns and slogans. Insurer State Farm advertises that it’s “like a good neighbor,” while one of my local car dealerships runs newspaper ads that say “doing business with integrity for over 59 years!”.
Maz Iqbal
APRIL 1, 2016
The Story: How I Ended Up Moving On From My Favourite Cafe I walked in to my favourite cafe and greeted the fellow behind the counter by his first name. He was so happy to see me that he smiled a huge smile, welcomed me, and came around the counter to shake hands with me. … Continue reading "CX and the Art of Getting & Keeping Customers".
Customer Bliss
MARCH 29, 2016
Dear Mr. Friedman, As one of the architects of the customer experience for some great companies working to deliver customer service and delight, like you, I share your passion for getting it right for customers. This is the clearest path to customer-driven growth. However “right” means holding a mirror to your entire operation, including how leaders lead.
InMoment XI
APRIL 1, 2016
Multi-Mode – this term used to bring up images of many different workflows that generally required a lot of work to aggregate and analyze…but not anymore! Today’s technologies free businesses to collect feedback from their customers in whatever way the customer wants to engage. It’s time to re-think Multi-Mode. One of the most common Multi-Mode.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Beyond Philosophy
MARCH 28, 2016
There is a hidden experience every Customer has with you. If you haven’t uncovered what it is, then you are probably making a huge mistake with your Customer Experience. Chances are, you are making more than one. Don’t feel bad. When it comes to having a great Customer Experience, all organizations have made mistakes. It’s normal for this to happen.
Tricia Morris
APRIL 1, 2016
Customers’ expectations for brands and organizations delivering the right answer at the right time, whether through assisted or self-service, continue to grow. In Microsoft’s Global State of Customer Service Report, 90% of consumers surveyed now expect a company website to include a self-service application. In the most recent American Express Customer Service Barometer , 99% of consumers say that getting a satisfactory answer or being connected to someone knowledgeable are important prerequisi
Amity
MARCH 29, 2016
SaaS Tattler Issue 80 - The Rise of a Customer-Centric Mindset. When a customer-centric organization is taking shape, everyone should formulate a mindset to simply ask themselves – “ What is my contribution to my ‘customer’ today? ” In a recent survey, Econsultancy found that being customer-centric is the most important characteristic in order to establish a truly “digital-native” culture.
Win the Customer
MARCH 31, 2016
As the threat of being breached increases, it becomes more imperative for companies to take precautions to protect their customers and their business. Home Depot has agreed to pay $19.5 million as compensation for a 2014 consumer data breach that affected over 50 million cardholders, including $13 million in reimbursement and $6.5 million for identity protection services.
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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.
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Beyond Philosophy
MARCH 29, 2016
It’s an old adage but it’s true: people like to do business with those they know, like and trust. Businesses spend a lot of money and energy chasing that trust through marketing campaigns and slogans. Insurer State Farm advertises that it’s “like a good neighbor,” while one of my local car dealerships runs newspaper ads that say “doing business with integrity for over 59 years!”.
Forrester
MARCH 29, 2016
For those of you who have spent time in Japan - you might have noticed that interactions with service staff there play out in a carefully choreographed blend of ceremony and gratitude - regardless of whether you're buying a coffee at the corner shop or a bag at a local boutique. The paradox is that this delightful customer experience occurs despite most companies in Japan lacking the accountability, rigor, and coordination that characterize leading CX global organizations.
Amity
MARCH 29, 2016
Managers intuitively recognize new customer relationships should start on a positive note. Their instincts are well-founded. Creating a beneficial customer experience, especially at the very beginning, pays dividends. A study of customer satisfaction and churn in the cellular phone industry several years ago found: Negative experiences at the outset are a major factor in short-term customer exits.
Michel Falcon Experience
MARCH 28, 2016
Are you interested in keynote speaking, growing your business or learning methods to getting hired for large scale events and conferences? Maybe you’re a conference planner and you want to get a behind-the-scenes glimpse into how keynote speakers prepare for such events? If you answered yes to one of these scenarios – then this post is for you.
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.
OpinionLab
MARCH 30, 2016
In a previous blog, we talked about some of the biggest reasons why website redesigns fail. At the crux of the main issues identified was a failure to listen effectively to customers at each stage of the process. Here are five reasons why a customer-centric digital strategy is critical to ensuring your website delivers what you want it to deliver. Reason 1: Users become part of the process.
Think Customers
MARCH 29, 2016
When we talk about the customer experience, it's important to remember that it's an end-to-end experience for customers. It's not just about the pre-sales experiences a customer may have viewing products on a company's website or the interactions a customer may have with a salesperson before deciding on a purchase. The post-purchase support a customer receives is also a critical component of overall satisfaction and loyalty.
Help.com
MARCH 28, 2016
Slack. Ever heard of it? It’s hard to imagine anyone discovering the platform for the first time. CEO Stewart Butterfield took to Twitter last week to announce the app’s major growth. His tweet indicates that 460,000 of the 2.3 million daily active users are people who have just started using slack in the past two months. It’s one of the most popular apps out there right now, and it’s just getting started.
Customer Enthusiast
MARCH 30, 2016
My 12-year-old son, Cooper, has played competitive basketball since he was 6-year-old. In those six years, he’s played point guard on eight different teams playing year-round. He’s attended at least a dozen different basketball camps, has worked with a private shooting coach on-and-off for the past three years, and has participated in countless hours of practice, scrimmages, and games.
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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?
Tricia Morris
MARCH 28, 2016
Today’s retail customer is always shopping around – in store, online, on the phone. And in a 24/7 global marketplace where it’s becoming increasingly difficult for retailers to differentiate on price and product availability, more and more it’s becoming customer service and the customer experience that means the difference between buy, buy, buy and bye, bye, bye.
Think Customers
MARCH 28, 2016
Last Monday, Twitter celebrated its 10th birthday. Since CEO and Founder Jack Dorsey sent the first Tweet on March 21, 2006 announcing that he's setting up his 'Twittr,' more than 1.3 billion of us joined the platform to express ourselves in 140 characters or less. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Magellan Solutions
MARCH 29, 2016
It is true that any company or organization is only as good as the people who make it up. For a call center to be recognized as the best, its people must exhibit excellence in completing their tasks –performing at their optimum level at all times. The measure of service quality of an inbound customer service company relies much on the performance of its inbound customer service agents.
Experience Matters
MARCH 28, 2016
In the 2016 Temkin Experience Ratings (TxR), we found that the average ratings for all 20 industries declined between 2015 and 2016 (see graphic). Here are some observations: Across the 20 industries, TxR dropped by an average of 5.2 points between 2015 and 2016. Three industries dropped by less than 4 points (banks, software, and wireless carriers), while […].
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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