InMoment XI
JULY 26, 2016
Telecom Dream Becomes Nightmare But Has Happy Ending Recently, I needed to have a hard-wired internet line installed at my house to be better able to work remotely. We already had service with this Internet Service Provider (ISP) but my wife had been involved with the original installation of the service. This time around, it. View Article.
Experience Investigators by 360Connext
JULY 27, 2016
You only know what you know. That’s the insurmountable truth about each human’s perspective. Our lens is just that – ours. This is a particular challenge in customer experience. Think about it. Not only do you only know what you know – but your customers are each individual human beings, too. (And yes, this also […]. The post 3 Ways to Expand Customer Experience Consciousness appeared first on Customer Experience Consulting.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Alida
JULY 28, 2016
The following is an excerpt from the e-book Big Data and Beyond. To learn more about this topic, join us at the 2016 Customer Intelligence Summit , where Lauren Meewes, senior program manager of seller at eBay, and Catherine Makk, vice president of global insights at HarperCollins, will share how to use customer feedback to give context and meaning to big data.
Customer Bliss
JULY 26, 2016
Episode Overview. Welcome back to The Chief Customer Officer Human Duct Tape Show. In this episode I speak with Renee Cacchillo, who is the Senior Vice President of Customer, Brand and Technology at the Safelite Group. Renee’s path to customer experience leadership is one I like to highlight because she earned her role through the years by proving her ability to lead and run a successful operation.
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.
InMoment XI
JULY 26, 2016
Telecom Dream Becomes Nightmare But Has Happy Ending Recently, I needed to have a hard-wired internet line installed at my house to be better able to work remotely. We already had service with this Internet Service Provider (ISP) but my wife had been involved with the original installation of the service. This time around, it.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
JULY 25, 2016
The other day, I walked into a coffee shop that smelled like a damp basement. It only took me a couple of minutes to decide that I didn’t really want coffee after all. That same week, I was walking through an airport when I smelled the aroma of hot cinnamon rolls. Cinnabon was calling me. Even though I wasn’t hungry, I wanted one of their hot, gooey, calorie-laden treats.
OpinionLab
JULY 28, 2016
The first commercial mobile phone came to market in 1983. It was the Motorola DynaTac, the “brick” made famous by Gordon Gecko in the movie Wall Street, and it cost you a cool $3995.00. It wasn’t smart at all. And, it was the only game in town. 33 years later and times have changed. Today, you can choose from hundreds of smartphones and tablets from dozens of manufacturers.
ShepHyken
JULY 29, 2016
This week on our Friends on Friday guest blog post my colleague, Ross Clurman, writes about how important it is to personalize the customer service experience. Regardless of the type of business you are in, there is always an opportunity to personalize the customer experience. – Shep Hyken. One of the most-important factors in providing an exceptional customer service experience is personalizing each and every touchpoint between you (the business or service provider) and your customers.
Experience Matters
JULY 28, 2016
In a previous post, I described how today’s management techniques reflect outdated assumptions of technology-enabled practices, human behavior, and the meaning of success. That’s why organizations must shift to what I’m calling Modernize Leadership. I’m writing individual posts for each of the eight key changes required to modernize leadership.
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
Beyond Philosophy
JULY 27, 2016
We see this all the time in our Customer Experience consultancy: We come in with a Customer Experience program that we want to deliver. We have detailed emotional outcomes that we have orchestrated deliberately and meticulously. We give it to the customer-facing teams…. …and then, they carry on doing what they always did! Why do they keep doing the same things?
Michel Falcon Experience
JULY 24, 2016
Delivering an amazing customer experience isn’t reserved for only customer service employees, your entire organization must be committed to it. In this video, I share tactics on how to hire employees who have a customer-centric mentality. By watching this 3 minute episode you will learn: What an employee muse is. How to create a highly targeted recruiting strategy.
ShepHyken
JULY 26, 2016
Annette Franz Reveals the 7 Deadly Sins. of Customer Service. Shep Hyken speaks with customer experience expert, Vice President of Client Experience at Compellon and author of the popular blog CX Journey™, Annette Franz. In this high-content packed interview, they discuss seven deadly “sins” of the customer experience. Annette shares tips that can help you prevent some of these deadly sins.
Experience Matters
JULY 26, 2016
Our research shows that emotion has a significant impact on customer loyalty, yet is almost entirely ignored. To help companies recognize and tap into the power of customer emotion, we started the “Intensify Emotion” campaign. As part of this campaign, we’ve created the Intensify Emotion Provider Showcase as an opportunity to highlight some of the vendors who […].
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.
.png)
ijgolding
JULY 27, 2016
I have been positively influenced by many people and organisations over the years – in fact I continue to be on a daily basis. As well as being a big believer in the principle of ‘simplicity’, I am also an advocate of ‘shamelessly stealing’ ideas that make sense to me. Maybe the utilisation of ideas garnered from others should not be considered ‘stealing’ – especially if credit is always given to those who were behind the idea – perhaps the r
Topdown
JULY 27, 2016
Customer communications management (CCM) facilitates interactions between brands and their customers during high-value customer journeys like filing an insurance claim or registering a complaint. These engagements directly affect customer loyalty and retention, making CCM an integral part of customer experience management. Knowing that, you might think that all companies tightly integrate CCM with their broader digital experience (DX) architecture.
ShepHyken
JULY 27, 2016
Customer Service Training. There is an old customer service saying that has to do with whenever someone disagrees with a customer: You’re not trying to win an argument. You’re trying to win a customer. You really can’t win an argument with a customer. It’s not that the customer is always right. They aren’t. If you’ve followed my work, you know that I believe the customer is not always right.
Natalie Petouhof
JULY 26, 2016
Tweet The need for customer experience to improve is not a myth. In fact, here’s why. Noted psychology researcher and writer Mihaly Csíkszentmihályi observed in 1998 that people who perform seamless, sequence-based activities on a regular basis are happier than people who don’t [i]. He coined the term “flow” to describe this behavior. With the advent of CoIT, we’ve actually imposed a new set of demands on our customer’s brains.
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
Think Customers
JULY 26, 2016
As customers continue to increase their use of digital channels and self-service tools for customer service, it's only natural that the volume of calls hitting contact centers has been shrinking. Indeed, while volume in every digital channel continues to grow for customer service, contact centers have seen call volumes decrease by 12 percent, according to the 2016 Global Contact Centre Benchmarking Report conducted by Dimension Data.
Heart of the Customer
JULY 24, 2016
Kris LaFavor is the founder of DesignAhead. In addition, Kris is Heart of the Customer’s go-to designer for all of our journey maps (she also designed our website, so we’re big fans!). In this post, Kris lays out her guidelines to make sure our maps have that visual impact that is so critical to driving […]. The post Journey Mapping Design – the 5 Design Principles that will enable your journey map to drive change appeared first on Heart of the Customer.
ShepHyken
JULY 25, 2016
Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. The omni-channel strategy for customer service part 1: email by Heerd. (Heerd) If you’re finding your interactions with customers over email tend to end negatively or that you’re always on the back foot, perhaps this list of the essential practices of email customer service can help!
Eptica
JULY 29, 2016
Date: Friday, July 29, 2016 The importance of the Knowledge Manager to customer service success. Published on: July 29, 2016. Author: Dharmesh Ghedia In my previous blog I outlined how important knowledge is to successfully deliver customer service , and how to overcome the challenges of creating a centralized, multichannel knowledge base. Ensuring that knowledge powers your customer service isn’t just about technology – and certainly doesn’t stop when your knowledge base goes
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,
Steve DiGioia
JULY 25, 2016
because when you prepare well calmness will take over. This original article was written by Steve DiGioia. It takes much to be successful in the customer service industry. Today’s shoppers are a hardened bunch. More than ever before they are knowledgeable, deliberate in their price negotiations and not afraid to uphold their expectations. Do you have customer service courage?
Kayako
JULY 28, 2016
When you have an opening on your customer support team, you can take all the right steps and still not know whether a prospective hire is going to be the right fit. Even when you’ve gone through resume reviewing, phone screening, and first round interviews, you may still be left with a handful of great candidates. Although this is a good problem to have, it can be stressful for any hiring manager.
Tricia Morris
JULY 29, 2016
Just a few years ago, Gartner Research conducted a marketing spending survey where 89% of the responding companies said that by 2016, they expected to compete mostly on the basis of customer experience. In the same survey, less than half rated their company’s customer experience as exceptional at the time (2014), but two-thirds said they expected it to be exceptional within two years – which brings us to today….
Eptica
JULY 27, 2016
Date: Wednesday, July 27, 2016 Is customer service investment actually delivering? Published on: July 27, 2016. Author: Pauline Ashenden Despite the rising importance of customer service on both sides of the Atlantic, the UK is widely seen as lagging the United States when it comes to the experience that companies deliver. This is backed up by damning new consumer research commissioned by fixed-fee UK estate agent YOPA.
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.
Expert insights. Personalized for you.
308 
Let's personalize your content