Experience Investigators by 360Connext

JUNE 30, 2016

The following is a Best of 360Connext post Brains are fascinating. The very thing that allows me to write this blog is both an abstract idea to me and a very concrete part of my anatomy. They are simple muscles in one regard and totally complex, almost spiritual, machines in another. The more we learn about […]. The post Changing Customer Behavior: Your Brain Loves a Story appeared first on Customer Experience Consulting.

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Consulting Blog Customers Customer Experience 173

Alida

JUNE 27, 2016

Most companies today strive to become more customer-centric—it’s simply good business. They use customer feedback to make data-backed decisions, and rely on customer intelligence software like insight communities. At a recent Vision Critical meetup in New York City, three leading companies shared how they successfully introduced customer intelligence to their organization.

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Insights Consumers Feedback Advertising 145

Customer Bliss

JUNE 28, 2016

Episode Overview. Lesley Mottla was part of the senior leadership team that helped build Zipcar, a disruptive force in its industry. Now she has a customer experience leadership role at M.Gemi , where she’s trying to help disrupt the luxury shoe market. M.Gemi is a start-up and Zipcar was a start-up at the time, so we spend a good portion of this episode discussing customer experience lessons for start-up businesses.

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Customer Experience Leadership Feedback Customers 111

Beyond Philosophy

JUNE 27, 2016

We all know that internet consumers have the attention span of a flea. If something doesn’t immediately grab their interest, they’re likely to be off to the next website within seconds. This is a challenge for companies that depend on their websites to attract and engage customers. If customers don’t like what they see, they’ll click away before the company has a chance to sell itself.

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Books Webinar Customers Customer Centricity 113

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ShepHyken

JULY 1, 2016

This week on our Friends on Friday guest blog post my colleague, Brooke Cade writes about how important communicating with your employees and listening to their insight is for improving company culture. One of my favorite ideas in the article is when employers enable employees to take ownership of their jobs and any issues that may present themselves.

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Customer Bliss

JUNE 30, 2016

I’ve been doing customer experience strategy and customer-facing, customers-as-growth-engines work for north of 30 years now. I’d never claim in reality that you can ‘hack’ the system in 17 seconds. The work is hard and demanding. I named my podcast The Chief Customer Officer Human Duct Tape Show for just that reason: in this work, you’re typically the ‘duct tape’ of your organization.

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Customer Experience Chief Customer Officer Leadership Customer Centricity 154

Beyond Philosophy

JUNE 29, 2016

Airbnb, the home sharing site that says you can “Belong Anywhere,” is suffering! They have now launched legal action against San Francisco over a new law that would require it to delist hosts who have not registered their living spaces. Furthermore, New York could ban Airbnb users hiring out apartments. Recently, though, Airbnb have also been caught up in a wave of claims that its independent hosts discriminate based on race.

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Transportation Hotels Books Consulting 113

ShepHyken

JUNE 29, 2016

My effort to make the sale is validated when the customer chooses to do business with me. Then it is just as important, if not more so, for me to validate my customer’s choice to do business with me through what happens after the sale. I’ve been thinking about the concept of validation for a while. This is where the customers validate your efforts in persuading them to do business with you.

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Sales Customer Service Training Retail Customers 88

Michelli Experience

JUNE 28, 2016

As I help business leaders deliver branded customer experiences, I often start with the premise that brands are nothing more than what people say about us when we’re not around. From there, I work with leaders to determine what they want to be known for and what they want to hear their customers say about them. For years companies have been trolling social media to see what customers post about brand experiences.

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Brands Social Media Reference Financial 74

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

Kayako

JUNE 30, 2016

This is a guest post by Lindsay Willott, founder of Customer Thermometer. I recently read the unputdownable The Hard Thing About Hard Things by Ben Horowitz, famed founder of tech VC Andreessen Horowitz. In one chapter Ben describes how, during his time at Netscape, he became frustrated with his product managers. So he created a document called “Good Product Manager, Bad Product Manager” which crisply laid out the behaviours of good product managers, and juxtaposed those with the behaviours of

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Customer Service Customers Document Customer Service Training 65

Influitive

JUNE 30, 2016

Marketers are busy people. That’s why the thought of managing another program or piece of technology every day sounds about as appealing as the next Justice League movie. You’ve got growth targets to hit, right? You don’t have time to delight your customers with something like an advocate community. (Isn’t that someone else’s job anyway?). The post Why Every Company Has Time For Customer Advocacy (And Where To Find It) appeared first on Influitive.

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Technology Marketing Customers Management 61

ShepHyken

JUNE 27, 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. ON DEMAND: Microsoft’s 2016 Global State of Customer Service Report Reveal by Bill Peterson. (Microsoft) Whether you’re in customer service, marketing, sales, IT – or especially if you’re the CEO, CFO or CDO – you’ll be fascinated by the results revealed by Microsoft’s new

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2016 Net Promoter Score Article Customer Service 74

Comm100

JUNE 30, 2016

Time and time again, we see evidence that great customer service experiences are critical in maintaining customer loyalty and satisfaction. According to research conducted in 2015 by Aspect Cloud Solutions , 76% of respondents see “customer service as a ‘true test’ of how much a company values them.” And customer service training is vital to maintaining excellent customer relations.

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Customer Service Training Customer Service Seminar Banking 56

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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

Kayako

JUNE 30, 2016

This is a guest post by Lindsay Willott, founder of Customer Thermometer. I recently read the unputdownable The Hard Thing About Hard Things by Ben Horowitz, famed founder of tech VC Andreessen Horowitz. In one chapter Ben describes how, during his time at Netscape, he became frustrated with his product managers. So he created a document called “Good Product Manager, Bad Product Manager” which crisply laid out the behaviours of good product managers, and juxtaposed those with the behaviours of

Customer Service 62

Customer Service Customers Document Customer Service Training 62

Think Customers

JUNE 28, 2016

Customers are increasing their use of digital channels such as mobile and social media to resolve product and service issues and receive support from companies. But does this mean that voice support will disappear altogether? 1to1 Media's Tom Hoffman recently explored these issues and what the future holds for customer service with Shep Hyken, customer service expert and Chief Amazement Officer at Shepard Presentations, at the Pegaworld 2016 conference in Las Vegas.

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Customer Service Social Media 2016 Presentation 56

Michel Falcon Experience

JULY 1, 2016

If you were to walk around your workplace tomorrow and ask five employees, “What is customer experience?” What would happen? Would you: a) Receive five identical answers. b) Listen to a debate amongst your team without an aligned response. c) Have your employees staring at you blankly. It might sound elementary but you would be surprised how many companies don’t know what customer experience actually is.

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Customer Experience Definition Innovation Customers 68

ShepHyken

JUNE 28, 2016

Jeff Lessor Talks about Improving Customer Service with Twitter. Shep Hyken speaks with Twitter’s Senior Marketing Manager, Jeff Lesser, about how to use Twitter for customer service. More and more customers are posting comments and questions for companies on Twitter. It is becoming a viable customer service channel as an alternative to email and the phone.

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Social Media Customer Service Interaction Marketing 74

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

NICE inContact

JUNE 30, 2016

Speech Analytics allows customer support organizations to analyze audio of customer interactions for mentions of keywords or phrases, call themes, as well as the sentiment and emotions of callers. In the past, organizations have relied on humans (i.e., agents and employees) to listen and score calls and conduct this type of analysis. The highly manual nature of this process has meant the scope has been limited to small samples of overall call volume.

Contact Center 49

Contact Center Technology Multi-Channel ROI 49

Andrew Mcfarland

JUNE 28, 2016

Some things are so necessary to our health that to describe “why they matter” seems ridiculous (e.g. breathing). This is how I feel when I read articles about why the customer experience matters. The fact that such articles are written.

Article 67

Article Customer Experience Customers 67

Provide Support

JUNE 29, 2016

Customer Loyalty. In any business existing customers leave and new customers arrive. However, there are customers who are the backbone of any business, they are the loyal customers. According to Accenture 28% of consumers are loyal to their providers and brands, which is why all effort should be taken to keep such customers and increase their number.

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iPerceptions

JUNE 29, 2016

In many ways, the stakes have never been higher for marketers. Consumers demand an immediate and frictionless experience which, in part, has been driven by the prevalence of mobile phones. The mobile phone has transformed our world. We are now connected like never before with smart phones becoming our pocket gateway to the internet and the world. According to eMarketer, there will be almost 35 million mobile-only internet users by 2017.

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Marketing 2017 Consumers Connections 67

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Measurement

Magellan Solutions

JUNE 28, 2016

Inbound call center solutions are meant to help your business retain customers by making sure that they stay happy with your brand and your products. Here are some of the most common customer complaints and how you can solve them with inbound call center solutions. The customer isn’t happy with the product. The product didn’t turn out to be what the customer wanted, or the customer is going through a tough episode of buyer’s remorse.

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Call Center Advertising Presentation Customers 68

LiveChat

JULY 1, 2016

Customer service is a serious and responsible job. But like in any serious job, there are people who are just not doing it right. They deliver bad service and give others a reason to joke about it. Luckily we can learn from their mistakes. Read why customers are like teeth and why not responding on Twitter is quite similar to hanging up the phone on customers.

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Customer Service Social Media Customers Reference 53

Think Customers

JUNE 29, 2016

Like many people, the last thing I want to do is speak with a customer service agent when I have a question. Why call when the answer can most likely be found online in the FAQ section or through another self-service option? At the same time, investments in speech analytics are rising. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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Customer Service Blog Customers 68

COPC

JUNE 28, 2016

This is part of our occasional series called CX Stories, which are personal accounts by COPC Inc. employees about their own positive customer experience. This story is from Judi Brenstein, vice president, COPC Inc. I have been buying shoes from Zappos.com since 2001. When I first started using Zappos.com, I thought it was a great way to purchase shoes for me and my daughters because of two simple things.

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2001 Travel Customer Satisfaction Customer Expectations 46

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

Contact Center