Sat.Aug 01, 2015 - Fri.Aug 07, 2015

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The Role of CX in a Sales Culture

Beyond Philosophy

“ You can win more friends with your ears than with your mouth. People who feel like they’re being listened to feel accepted and appreciated. They feel like they’re being taken seriously and what they say really matters.”. – Harvey Mackay, Sales Expert, Author and Columnist. Quality sales cultures are the ones where the Customer comes before the close, like Mackay’s quote indicates here.

Culture 159
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When the Power Core is the Customer

Customer Bliss

When the power core is the customer, passion for customers prevails. Leaders are close to the customer and it’s often that leaders’ passion that built the business. Employees feel the handoff of that passion from founder through the ranks of the company is an inheritance. They know it’s theirs to pass on and nurture. Company decisions emanate from understanding what will drive the greatest value to customers in the short and long terms.

Customers 199
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TMI from Frontline Reps; It’s Deadly

Customers That Stick

We’ve all had that awkward moment. We’re shopping in a store or asking about the product we ordered, and the frontline rep we’re interacting with starts to overshare. We hear about their life story, about the seven week saga that led to the order being delayed, or about how much they hate their job. It’s a case of TMI (too much information), and in customer service, it can be deadly.

B2B 133
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3 Technology Keys to Boost Your Customer Service Efforts

Win the Customer

Like many aspects of business, customer service is an ever-evolving part of everyday operations that is constantly changed by developments in technology. Customer expectations have changed in the information age, and many businesses are falling behind – Fonolo reports that only 26 percent of consumers had a positive response when asked if they thought customer […].

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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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The High Cost of Emotional Labor

Beyond Philosophy

A definite link exists between Employee Engagement and Customer Experience. In spite of this, many organizations choose to keep their Employee Engagement programs and their Customer Engagement programs separate. However, linking the two areas is key to having success in both. Aetna made headlines when they gave their lowest-paid workers a raise to $16/hr.

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6 Reasons You Need a Multilingual Customer Support

transcosmos Information Systems

The world has become a lot smaller because of the advances in technology such that it might make more sense for companies with a global reach to invest in a multilingual customer support. However, even smaller businesses can also take advantage of this because you never really know how far your products can reach. Below are six reasons why you need multilingual customer support.

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This is Your Brain on Product, This is Your Brain on Service

Win the Customer

Product and service focus can be like two sides of a brain, approaching customers in completely different ways and often struggling to achieve maximum customer experience potential. Product managers want to know what customers think of their product. It’s vital to be able to continue improving and making a product that people want to use, and provide […].

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NEW REPORT: 63% of UK Consumers Have Left a Brand Due to Poor Customer Service

Tricia Morris

With the Institute of Customer Service reporting that customer satisfaction in the U.K. is at its lowest level since 2010 , it has never been more important for U.K. brands and organizations to know as much as possible about consumers and their growing expectations for service across channels. A newly-released 2015 U.K. State of Multichannel Customer Service Report published by Microsoft Dynamics CRM and Parature, from Microsoft shows customer service is becoming a key differentiator in both cus

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Use Empathy To Strengthen Your Customer Care

Nimble

You’re waiting in line at a clothing store. The only element that stands between you and your receipt is the little old lady in front of you screeching about why she should be allowed to returned her year old moccasins. She claimed she never used them. That she never took strolls around the block in [.].

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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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‘The ‘e’ in easyJet does not stand for empathetic’ – the real cost of sticking to the rules!

ijgolding

The summer holidays are upon us. Sun. Sea. Fabulous Food. Fun. Friends. I am sure there are many more words that spring to mind when thinking about holidays planned both at home and abroad. The words I have chosen to use are all positive ones – exactly what should be used when thinking about a time every year that we most look forward to. Holidays are a time when MEMORIES are made, captured on every digital device imaginable as well as hard wired into our brains.

Hotels 121
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Watch Jeanne Bliss’s webinar: Build Your Customer-Driven Growth Engine

Kayako

Customer experience expert Jeanne Bliss joined us for a webinar where she took an in-depth look at one of her key customer leadership competencies: alignment around experience. You can watch it now. Chief Customer Officer 2.0. In Jeanne’s new book, “Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine,” she provides a roadmap to achieve success with the CCO core competencies, and how to drive transformational customer experience change across the business, breaking down si

Webinar 84
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Taking CRM to the Next Level

Think Customers

Customer relationship management (CRM) has come a long way since ACT! burst onto the business scene with contact management software in 1986. Companies continue to invest heavily in CRM systems to deepen their understanding of customers and to better engage with them. But as 1to1 Media senior writer Judith Aquino points out in this week's feature story, "6 Misconceptions That Will Drag Down Your CRM Strategy," inaccurate data, data silos, and fragmented technology implementations are among the c

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Report: Behavioral Guide to Customer Experience Design

Experience Matters

We just published a Temkin Group report, Behavioral Guide to Customer Experience Design. Here’s the executive summary: According to recent scientific research, customers make most of their decisions using intuitive thinking instead of rational thinking. Intuitive thinking relies on unconscious heuristics and biases to make decisions efficiently, and as a result, people tend to be more affected by losses than by gains, to prefer simplicity over complexity, to be affected by their current em

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The Open CCaaS Advantage Report

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.

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Are You a Customer Experience Action Hero?

ClearAction

Are You a Customer Experience Action Hero? Do you dream of being — or being saved by — a customer experience action hero? Maybe you dream of your customer-facing staff, or your executives, as customer experience action heroes? Not so fast. As exciting as swashbucklers, comic book characters, folklore figures, and sports stars are, that style of action is probably not right for customer experience excellence.

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Empathy is the Connection Before the Solution | #business

Kate Nasser

Empathy is a key to business success. It turns diversity into understanding. It is the connection before the solution. Insights fr The People Skills Coach™. The post Empathy is the Connection Before the Solution | #business appeared first on KateNasser.com.

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A customer journey map is a story

Heart of the Customer

A question I get asked a lot is, “What exactly is a customer journey map?” Considering that my official title is Mapper-In-Chief, it seems like I would have a short, clean answer ready and waiting. Or at least a short overview, with the caveat, but there’s more to it than that. In reality, though, I […]. The post A customer journey map is a story appeared first on Heart of the Customer.

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Moving at the Speed of Innovation

CX Journey

Image courtesy of Celestine Chua Do you think that the speed of innovation is too fast for your customers? or just right? Do you know how your customers feel about the pace? I was reading about the 2015 Edelman Trust Barometer the other day and saw this finding: More than half of the global informed public believe that the pace of development and change in business today is too fast, that business innovation is driven by greed and money rather than a desire to improve people’s lives and that the

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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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Don’t break your brand promise

Customer Enthusiast

Many companies have brand promises that look good in ads, and emblazoned on websites, banners, and buttons, but often these promises have little credibility among customers or employees. They are simply a set of words brainstormed at an ad agency that usually promise more than employees are prepared to deliver, and result in less than customers expected to receive.

Brands 72
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ACE Rent A Car Has Highest Innovation Equity

Experience Matters

How much is it worth to have customers willing to try your new products? There’s a huge advantage in having customers who are looking to try your next offering versus customers who want nothing to do with your latest and greatest. That’s why we created the Temkin Innovation Equity Quotient (TIEQ). The TIEQ is based on a simple question: “ If <COMPANY> announced a new product or service, how likely would you be try it right away?

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Handle with Care: How Delivery Impacts Delight

Think Customers

With renewed fitness goals in mind, my mother and I searched for an exercise game that would jumpstart our efforts. We shopped around for something that'd be both fun and compatible with our Nintendo Wii. While the system may be older--I haven't really kept up with video games since college--we were able to find a Zumba game that was seemingly entertaining.

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A #CX Topic to Avoid at the Dinner Table

CX Journey

Image courtesy of thedcoy The rules of etiquette state: never discuss certain topics at the dinner table. You know your mom warned you about this one: never discuss money, politics, or religion at the dinner table. With a hat tip to Joe Bruketta , I'd like to add another topic: VoC metrics. (Survey scales is another one of those topics, but for today, let's just go with metrics.

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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New to Customer Success? 5 things you can do today to get comfy

Amity

Beginnings don’t have to be hard. We’re happy you’re here and that you’ve started to think about customer success. And you’re not alone. Customer success is a rather new industry so there aren’t a whole lot of practitioners out there; but the pioneers are a dedicated bunch whose daily interactions with their customers are having a profound impact on customer engagement and satisfaction—and the bottom line.

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Leadership Gap: Fixing Unintended Trouble You Create

Kate Nasser

Leaders, when does your leadership gap & how do you fix the trouble you unintentionally create? Insights & tangible steps fr The People Skills Coach™. The post Leadership Gap: Fixing Unintended Trouble You Create appeared first on KateNasser.com.

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More Companies Taking the Plunge with Expanded Paid Maternity Leave

Think Customers

In what will hopefully become a trend, some companies are extending their maternity and paternity leave policies in the U.S. On Tuesday, Netflix announced that new mothers and fathers will get unlimited (full) paid leave for the first year of their newborn's life. And yesterday, Microsoft unveiled its own new parental leave policy. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Blog 78
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How to Tell if Your Ladder of Success is Broken

Steve DiGioia

you are not infallible This original article was written by Steve DiGioia. I have found, time and time again, that along the “ ladder of success ” comes a withdrawal from the front line of customer service. As one gets higher up the chain of command he/she lowers their concerns of the customer. Numbers, budgets and marketing take the lead over all else.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the