Customer Bliss
OCTOBER 30, 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. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?
InMoment XI
NOVEMBER 1, 2018
Customer experience (CX) research has been seeing dramatic evolution in the last decade which has, in turn, changed CX strategy. In recent years customer satisfaction research has been turned upside down by the rapid evolution of the digital customer experience. The historical norm of siloed customer satisfaction survey projects reported on a monthly or quarterly.
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Maru Group
NOVEMBER 2, 2018
Brands and businesses operating in the UK are facing an uncertain time. With Brexit just around the corner, Monday’s budget announcement came with the claim that ‘austerity is coming to an end’. Yet, Maru/edr research in the hours immediately after the latest budget publication showed that less than 1 in 4 (23%) UK consumers agree with Philip Hammond that austerity is coming to an end.
Alida
NOVEMBER 1, 2018
If someone asks if you like vanilla, chocolate or strawberry ice cream best – and your answer is that you don’t like any of those because you’re lactose-intolerant – you can immediately see how limiting survey questions without opportunities for open-ended feedback are. Consider another circumstance. Customers you’ve had for a long time are giving you poor CSAT or NPS scores.
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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.
Customer Bliss
NOVEMBER 1, 2018
As a business leader, do you think about how your approach to hiring impacts your organization and customer experience? In my most recent Daily Dose vlog , I talk about how the employee experience affects your customers. I always say, what’s on the inside, shows up on the outside. How do you hold yourself accountable when managing culture and employee experience?
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Call Center Pros
OCTOBER 29, 2018
BPO, or Business Process Outsourcing, is a very attractive business management solution. Indeed, although this concept has existed for several years, many companies see it as an important development lever for 2018. But why such a craze for the BPO? To answer the question, discover through this article the missions of a business process outsourcing and the benefits it offers for companies.
ShepHyken
OCTOBER 29, 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. 4 Major Customer Service Faux Pas by Holger Reisinger . (Business 2 Community) When someone reaches out to your customer service team, more often than not, they’re experiencing some sort of issue.
BlueOcean
OCTOBER 30, 2018
Blue Ocean, an international outsourced contact center servicing North America, is excited to begin hiring for 60 new jobs in the Halifax area. These new jobs come after a long-time client, and world-leader in travel insurance, expanded their call center business with Blue Ocean. Job seekers in the Halifax area interested in boosting their résumé with a permanent customer support or claims administration position are encouraged to apply.
TechSee
OCTOBER 31, 2018
“Alexa, launch Netflix!”. No longer limited to providing basic phone and Internet service, the telecom industry is at the epicenter of technological growth, led by its mobile and broadband services in the Internet of Things (IoT) era. This growth is expected to continue, with Technavio predicting that the global telecom IoT market will post an impressive CAGR of more than 42% by 2020.
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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
ReviewTrackers
OCTOBER 30, 2018
Learning how to claim a Facebook business Page is crucial for any business. A Page can make it easy for those already on Facebook to easily reach the business, learn more about its products or services, and read their Facebook reviews. Creating a Page also increases a business’ overall exposure. There are 2.23 billion monthly active users on Facebook , which makes it one of the most popular social media platforms on the planet.
ShepHyken
NOVEMBER 2, 2018
This week we feature an article by Catalin Corzini who shares information about how chatbots can provide a better experience and how to customize the customer journey when using chatbots. – Shep Hyken. We cannot escape the future. As we move towards big data and artificial intelligence, chatbots seem to be leading the way towards a more automated future.
Talkdesk
OCTOBER 29, 2018
The customer experience is important to you and your organization. You do your best to ensure that your products and processes meet customer needs but, when it comes to your call center agents, ensuring that you’re hiring and training for the right skills can be difficult. And, once they’re onboard, employee engagement is still a common challenge that often leads to increased turnover and decreased customer satisfaction.
8x8
OCTOBER 31, 2018
How Transparent Should You be About Chatbots? When offering customer assistance via a chatbot, do you let customers know they’re not talking to an agent? Or try to make it seem like they’re chatting with an agent? “Tell them right out of the gate. If you mask a chatbot as a human, I think I’m talking to a dumb human,” said one contributor during Customer Contact Week’s interactive discussion groups, focused on managing the transition between self-service and assisted-service.
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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Lumoa
OCTOBER 31, 2018
Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX transformation is no longer a nice-to-have, it's a necessity” – states Forrester , one of the most influential research and advisory firms in the world.
ShepHyken
OCTOBER 30, 2018
Five Myths About Monetary Incentives. Why Giving Monetary Incentives is a Bad Idea. Shep Hyken sits down with Sam Stern. They discussed Sam’s research on why giving employees monetary incentives for providing good customer experiences is a bad idea. Top Takeaways: Two years of Sam’s research shows monetary incentives for providing good customer experiences distracts your employees from improving their experience delivery.
One Millimeter Mindset
NOVEMBER 1, 2018
After all is said and done, collaborative revenue generation is part of everyone’s job function. Whether stated or not in an employee’s job description. Sounds pretty boring, doesn’t it? Actually, collaborative revenue generation is the lifeblood responsible for business growth, expansion and sustainability. Have I got your attention? Consider that each employee touches some aspect of the customer acquisition and retention process.
Beyond Philosophy
NOVEMBER 2, 2018
Customers make rules for themselves that help them in their buying decisions. Some of these rules are common to many people. Some are specific to individual customers. Do you know what your customer’s rules are? How do you find out how to move your customer experience to the next level. Colin reveals how you can download his ebook ‘Unlocking the Hidden Customer Experience’ for free!
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
Lumoa
OCTOBER 30, 2018
We gathered 15 Customer Experience experts to talk about the latest trends of customer experience in the near future and avoid common challenges. Some hints: big data, omnichannel communications, personalisation, AI and customer-obsessed culture. Make the future of customer experience present in your company already now.
Answer Dash
OCTOBER 30, 2018
The next wave of customer service that will separate a company from their competition is all about being convenient. In my recent interview with customer experience expert Shep Hyken, he shares six strategies for leveraging convenience as a powerful way to differentiate your organization in today’s competitive marketplace. This interview is conducted by Dennis Snow.
Eptica
OCTOBER 31, 2018
Date: Wednesday, October 31, 2018 Author: Pauline Ashenden - Marketing Manager Delivering public sector customer experience at a time of change. Published on: October 31, 2018. Author: Pauline Ashenden - Marketing Manager Driven by budget pressures and rising expectations from citizens public sector organizations are currently undergoing a major change.
Second to None
OCTOBER 30, 2018
The following article was written by Chelsey Heil. Chelsey is the CEO of Creatives by chelsey , a full service marketing firm dedicated to creative marketing solutions for all business types based in California. If you are interested in submitting a guest article to the Second To None blog, please send over your ideas to danielb@secondtonone.com. . SEO is an ever changing science.
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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,
Ann Michaels and Associates
OCTOBER 28, 2018
Customer service training is one of the smartest investments a company can make… Ever talked to a phone representative who was anything but helpful? Or asked a retail employee for help only to feel like you are inconveniencing them? As the old saying goes, good help is hard to find. But it doesn’t have to be that way. With proper training, companies can make sure their employees provide service with a smile—and make customers smile in return. .
Oracle
OCTOBER 29, 2018
Gauging by the standards of traditional businesses, the cloud is a toddler that splashed onto the scene just recently. When viewed in the context of the rapid IT evolution, though, this technology is already quite mature. Yet there is still an awareness gap that spawns myths and continues to instill a sense of insecurity in some. Cloud apprehension typically stems from scarce knowledge about the fundamentals of the cloud and its security characteristics.
ERDM
OCTOBER 29, 2018
Article by Ernan Roman Featured on CustomerThink.com. Too many marketers assume that their strategies and offers are engaging their customers. This assumption is often wrong. Unless you are engaged in two-way dialogue and providing value-added communications…you have NO idea what customers think about your business and your marketing tactics. We just completed VoC research for a major up and coming brand.
Integrity Solutions
NOVEMBER 2, 2018
The three most common SaaS sales challenges can be overcome and lead to breakthrough levels of success. by Boris Zecevic. Anyone who’s been in sales will tell you: The job comes with some unique challenges. And any number of those challenges has likely contributed to the findings by The Sales Management Association that only 51% of salespeople across all industries made quota in 2017.
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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.
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