Customer Bliss

SEPTEMBER 18, 2018

In my new 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. The following is a lightly edited transcript of the video below. In each episode of my podcast , I ask my guests, “What do you know now that you wish you knew then?

Engagement 334

Engagement Chief Customer Officer Financial Blog 334

CloudCherry

SEPTEMBER 19, 2018

Social media, online reviews, product ratings—these platforms have transformed into the customer’s soapbox, empowering them to speak freely about a brand’s strengths and faults. Organizations eventually picked up on its impact, focusing now on creating delightful customer experiences for all who walk through their doors. As businesses strive for that competitive edge, they turn to customer experience management or CEM to better understand the customer’s perspective and improve based on these ins

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ROI Financial CEM Metrics 256

InMoment XI

SEPTEMBER 20, 2018

Customers who complain and receive good resolution to their complaints are usually more loyal than customers who never complained at all. With that in mind, how do we identify and properly follow-up with customers who return a customer experience survey that indicates they had a problem? Our research shows that frontline personnel use customer experience.

Management 315

Management Article Customer Experience Customers 315

CX University

SEPTEMBER 18, 2018

There are hundreds of best practices for employee engagement, and all of them are being practiced by firms across this good, green Earth: at some growing businesses, at some failing businesses too. My question is, “How do we know which best practices will most benefit our employee engagement initiatives? Which should I apply in my business?”. So my team and I embarked on a mission to exhume the real nuts and bolts of engagement.

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Engagement 2005 Competitive Advantage 2009 211

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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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One Millimeter Mindset

SEPTEMBER 17, 2018

Do we really understand the difference between customer service delivery and customer experience delivery? Or, do we use the two terms interchangeably? At times, our self-focused perception leaves customer service delivery up to everyone with “service” as part of their job titles. That means we assume customer service is someone else’s responsibility.

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Customer Service Customer Experience B2C Workshop 202

transcosmos Information Systems

SEPTEMBER 17, 2018

Artificial intelligence (AI) is slowly yet surely finding its way into our everyday lives. From driverless cars to robotics and smart homes, we see more and more AI applications in the real world. In business, AI technologies are also turning things around, and customer service is one such department that has vastly improved. AI allows you to come up with better, more innovative products and services for your market.

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Customer Experience Technology Customers Customer Relationship Management 136

Alida

SEPTEMBER 21, 2018

The Customer Intelligence Summit brings together some of the brightest minds in research, marketing, customer experience and product innovation to discuss the latest trends, share best practices and discover the newest innovations in the industry. This year’s Summit took place in Washington, D.C. and featured renowned speakers such as Seth Godin, Kindra Hall and Alexandra Samuel.

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2018 Insights Innovation Feedback 145

Beyond Philosophy

SEPTEMBER 20, 2018

People do not say what they mean or, it seems, what they are thinking. Why? If we aren’t saying what we mean, then what are the implications for our Customer Experience? Honest communication can not only improve communication, but it can also enhance workplace quality and Customer Experience. We spoke with a special guest (and friend of mine), Steven Gaffney, author, Certified Speaking Professional and founder of the Steven Gaffney Company about this topic on our recent podcast.

Leadership 136

Leadership Culture Sports 2016 136

CloudCherry

SEPTEMBER 18, 2018

Only 14% of CX professionals agree that the return on CX investments is well established in their organizations (Forrester, 2017). This becomes a real problem when asking for more resources, and dealing with budget approvals. Getting buy-in on CX initiatives from executives can be an impossible task when they can’t clearly connect the dots to see a return on their investment. .

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Webinar 2017 Financial Measurement 186

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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

Retail

TechSee

SEPTEMBER 20, 2018

February 12, 2018, 10:14 am. A recorded call within a call center in Stockholm, Sweden. Agent: Thanks for calling Förenad TelCo*, how can I help you? Customer: Hi, I am having a problem…. shhh, sweetie, shhhh…. Agent: What’s the problem? Customer: I’m having a problem with my Internet. It’s….just one second, please. Shhh, baby, mommy’s coming in a minute, shhh.

Customer Centricity 104

Customer Centricity Contact Center Net Promoter Score Call Center 104

Topdown

SEPTEMBER 18, 2018

Customer experience (CX) is more than just icing on the cake—it is a complete recipe for business success. How customers perceive their interactions with a company translates into serious financial implications.

Customer Experience 137

Customer Experience Financial Customers Interaction 137

LiveChat

SEPTEMBER 19, 2018

Companies that take customer service seriously and make it a priority in the early stages of existence, shouldn’t forget about customer success management. It’s often mistaken with customer support, so let’s clarify. Customer success management is the next layer on the top of a successful customer support team. Why You Need a Customer Success Strategy.

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Customer Success Management Sales Customers 106

CloudCherry

SEPTEMBER 18, 2018

Only 14% of CX professionals agree that the return on CX investments is well established in their organizations (Forrester, 2017). This becomes a real problem when asking for more resources, and dealing with budget approvals. Getting buy-in on CX initiatives from executives can be an impossible task when they can’t clearly connect the dots to see a return on their investment. .

Webinar 150

Webinar 2017 Financial Measurement 150

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

Oracle

SEPTEMBER 17, 2018

Customer service is expected, and our customers know what good service looks like. They no longer compare you to just your competitor, but to the best service they’ve ever received–from anyone. You can’t rely solely on the quality of your product. You must also add customer experience (CX) to the value you offer your customers. It doesn’t matter if you’re B2B or B2C, delivering an expected level of CX is now considered “table stakes.” Don’t think your co

Customer Experience 96

Customer Experience Travel Magazine B2C 96

ShepHyken

SEPTEMBER 17, 2018

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. The Violence of The Customer Experience by Mary Drumond and Guilherme Cerqueira. (Worthix) The Customer Experience Economy is the most violent economy in the history of capitalism.

Article 82

Article 2018 Customer Service Automotive 82

Kayako

SEPTEMBER 20, 2018

In the current climate, customer experience is one of the main battlegrounds for sales organisations, often out-ranking factors like product and price. This can be especially true within the field of B2B sales, where customers are more informed than ever before, have higher expectations than in the past, and where existing customers are perfectly willing to switch to one of your competitors if you fail to provide the kind of experience they demand. .

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B2B Sales Customer Experience Customer Journey Mapping 81

CloudCherry

SEPTEMBER 18, 2018

Only 14% of CX professionals agree that the return on CX investments is well established in their organizations (Forrester, 2017). This becomes a real problem when asking for more resources, and dealing with budget approvals. Getting buy-in on CX initiatives from executives can be an impossible task when they can’t clearly connect the dots to see a return on their investment. .

Webinar 150

Webinar 2017 Financial 2018 150

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

UJET

SEPTEMBER 20, 2018

The customer journey is a great way to conceptualize the time it takes for customers to become aware of your product all the way through to shouting their praise from the rooftops. Each step the customer takes moves them closer, or further away, from your intended goal.

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Customer Journey Customers Customer Service Customer Experience 81

Happy or Not

SEPTEMBER 19, 2018

by Stephanie Levy | HappyOrNot Today’s complete shopping journey no longer consists of only an in-store visit. The new phygital (a merge of physical and digital) world means that brands must offer a seamless, consistent, and excellent customer experience in all channels. Trade patterns have been changing very rapidly. Many have considered the end of […].

Retail 108

Retail Measurement Customer Experience Customers 108

One Millimeter Mindset

SEPTEMBER 19, 2018

The customer retention ownership conversation is not a matter of assigning this critical-to-sustainability activity to “someone” in your organization. You know. Out of sight. Out of mind. Until “something” happens. And it always does, doesn’t it? So, just who, in your organization is responsible for customer retention ownership? Who actually owns the customer, pre-sale through post-sale?

Customer Retention 71

Customer Retention Sports Leadership Sales 71

Amity

SEPTEMBER 19, 2018

Reaching new customers has never been an easy job. Even with all the advantages provided by today’s technological tools and online channels at your disposal, it’s still a long and expensive journey. It is extremely important to make sure that the customers you’ve already attracted to your company stay with your company. The benefits can be huge.

Customer Retention 64

Customer Retention Loyalty Marketing B2B 64

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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,

Measurement

Help.com

SEPTEMBER 21, 2018

Hurricane Florence wreaked havoc on the east coast. As of September 20th, 2018, the death toll had already climbed to 42 people. North Carolina Governor Roy Cooper says it will take billions of dollars for his state to recover. Thousands of people were forced to evacuate their homes, and as with any severe weather, resources became extremely limited.

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2018 Insights Customer Service Customer Experience 69

ERDM

SEPTEMBER 21, 2018

Extensive Voice of Customer (VoC) research conducted by our firm, ERDM , for clients such as IBM, Microsoft, Gilt, QVC, Shinola and HP, indicates a high level of BtoC and B2B frustration with the poor quality of today's personalization, CX and lifecycle engagement. Given this frustration, and in spite of data privacy concerns, customers are willing to provide deep B2B or B2C information to drive proactive, explicit personalization.

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Innovation B2C B2B Download 68

One Millimeter Mindset

SEPTEMBER 20, 2018

All of us have toxic demanding customers in our client bases. However, we do have control over the situation. Let’s explore. These customers pride themselves in making our business lives difficult. First, they are predictable: they will challenge all proposed solutions. Even the simplest ones. Why? Because everything has to be “their idea.” Otherwise, it is not good enough.

Leadership 70

Leadership B2C Workshop Customer Retention 70

Avaya

SEPTEMBER 19, 2018

Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services. Her insight helps enterprises and solution providers develop strategies to meet the escalating demands of today’s consumer and business customers.

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Customer Care Contact Center 2018 Government 94

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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