Sat.Jul 20, 2019 - Fri.Jul 26, 2019

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Epic Fail of Customer Journey Mapping — Part 2

CloudCherry

In our last post, we discussed three common pitfalls companies encounter in their customer journey marketing (CJM) initiatives: little support from the C-suite, a short-sided view of the end goal, and limited customer perspective. On the flip side, we’ve seen first-hand that companies are doing transformative and innovative CJM work. Those companies even call CJM their superpower.

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Why You Must Take the Monkey Off Your Customer’s Back

Customer Bliss

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?

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[Infographic] How to Run a Voice of the Customer Program

GetFeedback

A Voice of the Customer (VoC) program captures, analyzes and reports on all customer feedback associated with your company. . It’s the heartbeat of any customer experience (CX) program. In fact, brands can’t meet or exceed expectations without having an established VoC program in place. That’s because, without customer feedback, you won’t know where to begin to improve your customer experience. .

ROI 170
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Can We Trust Facebook?

Beyond Philosophy

Are you thinking the same as me? Facebook is not what it used to be – or at least my perception of what it was. Instead of being a company that I admire with a customer centric and open culture it now appears that the inherent culture of Facebook is one of non transparency which chooses to manipulate their customers and their data. Furthermore, I believe this could lead to their downfall.

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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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5 Top Customer Service Articles for the Week of July 22, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various 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. 8 Tips for Improving Social Media Customer Service by Fara Haron. (Smart Customer Service) The quickly evolving social media landscape has forced companies to work harder to maintain a positive customer experience, as 83 percent of people have higher digital customer

2019 116

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[Infographic] How to Run a Voice of the Customer Program

GetFeedback

Infographic and cheat sheet on how to run a successful Voice of the Customer (VoC) program that will help improve customer experience across your brand.

Customers 150
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A Practical Guide To Evoke Emotions In Customers

Beyond Philosophy

How Customer-Facing People Should Evoke Emotions in Customers. I have always thought that talking about how to do something was important, but not as important as actually doing something. I feel so strongly about this idea that I named my company after it. I want my clients to take their ideas “beyond the philosophy” and into action. To that end, this episode of The Intuitive Customer discusses how organizations can take theories and use them in their everyday operations to improve

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Six Near-Universal CX Problems… And Six Solutions to Overcome Them

Experience Investigators by 360Connext

It wasn’t THAT long ago when business planning and strategy simply didn’t include the term “customer experience.” There are plenty of organizations that successfully earned customers, kept those customers, and didn’t think much about the actual experience they were providing. The formula for success often didn’t even require gathering customer feedback, let alone responding to it.

Culture 110
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Amazing Business Radio: John Brandt

ShepHyken

The Trap of “Nincompoopery” in Business and CX. Forging Real Relationships with Your Customers to Deliver Excellent Customer Service. Shep Hyken interviews John R. Brandt. They discuss his new book, Nincompoopery: Why Your Customers Hate You—and How to Fix It , and how to go from being a “nincompoop” to creating an exceptional customer experience. The Interview with John Brandt: There’s often a disconnect between organization leaders and customers.

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The 2023 Verint Experience Index: Retail

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

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Innovation in Customer Effort

Second to None

With new technologies and consumer trends, the concept of customer effort has evolved tremendously over the years. It is almost hard to believe that this is the same reality in which people used to look businesses up in the handy-dandy yellow pages. In the current day, customers cannot be bothered to exert any unnecessary energy, and why should they?

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Facebook Fines: Is Their Culture To Blame?

Beyond Philosophy

Can We Trust Facebook? Upon reflection of Facebook’s latest privacy violation and $5 billion fine, one must wonder whether we can trust Facebook. After all, the social media platform hasn’t exactly been keeping our private information under lock and key. On the contrary, it appears as if our likes and dislikes, networks and preferences are for sale to the highest bidder.

Culture 90
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3 Customer Service Training Secrets You’ll Wish You’d Known 5 Years Ago

Ecrion

Every year, businesses lose over $75 billion in potential revenue thanks to one thing: poor customer service. And while studies show that about 1 out of every 26 customers complain about poor customer service, over 90% of those dissatisfied customers simply stop working with your business — and never come back. This means that, even if you think that your company’s current customer service policy and tactics are working, the harsh reality is that you may not know just how many of

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It’s Your Fault

ShepHyken

The other day I was leaving a parking lot that required me to pay on the way out. It was an automated system. I put my ticket in the slot, the machine calculated what I owed, and then asked me to insert my credit card to make the payment. There were even some convenient instructions on how to insert the parking ticket and credit card into the machine.

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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 Most Important Aspects of the Agent Experience

Avaya

Brands are built on the great experiences that employees deliver to customers, starting with the contact center. As the core of customer experience, it’s crucial that organizations prioritize the engagement their agents need for effectively serving customers. But what does this look like? What top factors make for a superior agent experience that then results in an incredible customer experience?

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Seven Useful Tips from Experts to “Close the Loop” Customer Feedback

SurveySensum

Imagine, you’ve ordered a meal and it got delayed by 2 hours, you’ve sent quick feedback but got no response from the company. Isn’t frustrating for you as a consumer? Do you know every bad experience is the lost revenue for your business of that specific customer? It’s 2019, CX is trending and becoming more important now than ever. In this new era, the experience is the differentiator, not the brand.

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3 Best Practices and Trends for B2B Sales With Nancy Nardin [VIDEO]

Oracle

At Oracle ModernCX 2019, Fortune Alexander, Senior Director of CX Product Strategy at Oracle is joined by Nancy Nardin, Sales Technology Stack Expert and Founder of Smart Selling Tools to discuss B2B sales best practices, tips, and trends. Watch our interview and read 3 best practices and trends for B2B sales. Build trust and engagement with the consumer.

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Chat Etiquette for Customer Service: 11 Tips to Boost Customer Satisfaction

ProProfs Chat

Why do people love certain brands? A lot of the times it has something to do with the friendliness of their customer services department. Delighted customers, who receive consistent and satisfying customer service , are always a big asset for any business as they often turn out to be the evangelists for the brand. One of the many channels for offering customer support these days is a live chat software.

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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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Mystery Shopping – The Twelve Major Pitfalls

Opinionator

Why it simply doesn’t work and what to use instead. What is Mystery Shopping? First established in the early 1940s, mystery shopping has been around for a while. But just because it’s been in action for almost 70 years, doesn’t mean that it’s an effective method of data gathering or performance improvement. In fact, we argue, that at best, it is a high cost, low success training tool.

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Keeping Up With the Latest Technology to Improve Customer Service

Feedbackly

The rapid growth of digital innovation has not only impacted the customer experience, it has also changed customer expectations. This is reflected in a. The post Keeping Up With the Latest Technology to Improve Customer Service appeared first on Feedbackly.

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Why WhatsApp Is the Next Digital Customer Service Channel You Need

NICE inContact

With more than 1.5 billion active users, WhatsApp has more user adoption and growth than any other app. It’s an incredibly popular way for people to communicate, and this naturally applies to customers too. Let’s take a closer look at why WhatsApp is the next digital customer service channel you need. Why WhatsApp is exciting for customers. 65 billion messages are exchanged on WhatsApp daily, the number of these messages concerned with customer service is on the rise.

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Extending the Customer Experience Conversation Beyond the Product

Kustomer

If I’ve learned anything from 23+ years as a digital marketer in the software industry, it’s that customer experience is not just the interaction with a product, but the relationship it starts to build by continually offering relevant content and valuable insights. Having recently joined the Kustomer Krew, I can already tell – they get it. In a company who dedicates itself to helping brands provide a great customer experience, it’s my mission to ensure every interaction with our brand is a great

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ABM Success Recipe: Mastering the Crawl, Walk, Run Approach

Shifting to an account-based marketing (ABM) strategy can be both exciting and challenging. Well-implemented ABM motions build engagement with high-value accounts and drive impactful campaigns that resonate with your audience. But where do you begin, and how do you progress from crawling to running? Watch now as Demand Gen experts delve into the essentials of each stage of the ABM process.

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Take your Network of Brand Advocates Global with Localized Marketing

Influitive

The old Dale Carnegie adage is true: “Remember that a person’s name is to that person the sweetest and most important sound in any language.” People thrive on personalization—the feeling that something is special and unique to them—and this is especially true in business. While email blasts tend to go out to thousands of people, The post Take your Network of Brand Advocates Global with Localized Marketing appeared first on Influitive.

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Why the future of customer service is AI and humans together

Eptica

Date: Wednesday, July 31, 2019 Author: Pascal Gauvrit - CTO Why the future of customer service is AI and humans together. Published on: July 31, 2019. Author: Pascal Gauvrit - CTO Since AI moved center stage, commentators have been queuing up to voice their concerns about its negative impact on people and jobs. Many experts paint a picture of human customer service agents being replaced by the likes of chatbots and smart assistants.

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Calling All Calabrio Superstars

Calabrio

From day one, we designed Calabrio ONE to quickly deliver tangible business value to contact centers around the world. From seamlessly handling fast-growing, inbound contact volumes and painlessly unifying disparate data sources to tapping rich voice of the customer (VoC) insights, users rely upon Calabrio to understand what their customers really want while benefitting from increased operational efficiencies.

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5 Must-See Commerce Sessions at Oracle OpenWorld 2019

Oracle

Oracle OpenWorld 2019 will take place September 16-19 in San Francisco, with over 1,000 planned sessions on topics including transformational technologies, growth acceleration, intelligent cloud applications, and more. Here are 5 of the upcoming, must-see commerce sessions. You can also view the full CX session catalog here. **Ready to register for Oracle OpenWorld today?

2019 60
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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.