Experience Investigators by 360Connext

FEBRUARY 20, 2017

Customers hear from you regularly. Right? As you dwell on how often you actually connect with a customer (once a week? once every few months? never?) I want to remind you of one simple fact. Your customers, if they are truly customers, pay you regularly. They probably receive an invoice of some sort, even if […]. The post One Piece of Customer Communication that Fails to Delight appeared first on Customer Experience Consulting.

Communication 164

Communication Consulting Connections Customers 164

Alida

FEBRUARY 22, 2017

Most companies know what their customers buy, when they purchase and where. But few truly understand why those customers buy—why customers choose to have a relationship with companies to begin with. Business leaders need to step back and more clearly define what customer relationships mean to them. A clearer understanding of customer relationships helps align the tools a company uses with the strategy it is pursuing.

Customer Relationships 180

Customer Relationships Customer Centricity 2015 Loyalty Programs 180

Customer Bliss

FEBRUARY 21, 2017

Episode Overview. Media is a business vertical that is beginning to engage CX leaders. The New York Times has a leader of Customer Experience (who we will soon be interviewing), and I was pleased to see that the UK is also embracing this role. Robert Bridge is the Chief Customer Officer of Telegraph Media Company — a role which he came to after many years building up to this role from digital roles across multiple industries, including Yahoo.

Chief Customer Officer 160

Chief Customer Officer B2C 2016 Leadership 160

GetFeedback

FEBRUARY 23, 2017

Measuring customer service quality with Salesforce is crucial, and you can do it seamlessly with a case closed CSAT survey workflow in Service Cloud.

Measurement 195

Measurement Customer Service Customers Article 195

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Experience Investigators by 360Connext

FEBRUARY 22, 2017

Consistently gathering customer feedback is a great way to see patterns around satisfaction, loyalty and other key performance indicators, but some of the most valuable information hides beyond typical survey results. There are important questions customers would love to answer for you, should you ever happen to ask! There are answers they want to give you, […].

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Feedback Consulting Loyalty Information 161

Customer Bliss

FEBRUARY 23, 2017

I blog ( and podcast ) a lot around customer experience, and I’m usually on the go working with clients or at conferences/speeches/etc. Sometimes, though, a micro-case study in customer experience drops right into my lap. This can happen at airports (actually often happens at airports based on how the brands are interacting with harried travelers) or other random places.

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Social Media Travel Blog Definition 100

GetFeedback

FEBRUARY 23, 2017

Measuring customer service quality with Salesforce is crucial, and you can do it seamlessly with a case closed CSAT survey workflow in Service Cloud.

Measurement 150

Measurement Customer Service Customers Article 150

CX Journey

FEBRUARY 22, 2017

Image courtesy of Corporate Traveller Are you challenged at developing lasting relationships with your customers? I was recently sent a copy of KPMG Nunwood's report titled B2B Customer Experience: Winning the Moments That Matter. The report is filled with some great nuggets, but I latched on to the phases of relationship connection and moments that matter.

Customer Relationships 88

Customer Relationships B2B Connections Travel 88

ShepHyken

FEBRUARY 21, 2017

Chip Bell on How to Create Customer Evangelists. What is the best way to get your customers to truly become your advocates? Shep Hyken speaks with keynote speaker and author Chip Bell about the best way to inspire customer loyalty. First Up: Shep Hyken’s opening comments focus on how to inspire loyalty with your customers. He challenges you to go back to your team and ask them to take a look at other industries.

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Net Promoter Score Loyalty Books Innovation 86

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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

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ijgolding

FEBRUARY 20, 2017

Last night, I received an email from a good friend of mine asking for my input into a question they had been asked by the senior leadership team of their organisation. The question was as follows: What value has our business experienced as a result of all the Customer Experience (CX) work that has been done? They are not the first senior leadership team of a company to ask a question along these lines – they are very unlikely to be the last.

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Customer Experience Poor Customer Service 2016 Financial 83

ReviewTrackers

FEBRUARY 23, 2017

Whether it’s in the form of a detailed review on Google, an overall star rating on Credit Karma or Lending Tree, personalized recommendations on MyBankTracker, or a candid comment on Facebook, the opinions, experiences, and feedback shared by banking customers have the power to influence the behavior of those shopping for banking and financial products.

Banking 106

Banking Financial Social Media Feedback 106

Heart of the Customer

FEBRUARY 23, 2017

Anthem, Inc. is in the middle of customer experience (CX) resurgence. I had the chance to catch up with Natalie Schneider, VP of Customer Experience, to learn more about their efforts to help build customer empathy in their employees. Tell us a little about what led you to start working on customer experience. A few […]. The post Building Customer Empathy: An Interview with Natalie Schneider appeared first on Heart of the Customer.

Customers 68

Customers Customer Experience Culture Engagement 68

ShepHyken

FEBRUARY 20, 2017

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. 7 Impressive Tactics to Build Customer Loyalty and Create Your Own ‘Super Users’ by Anton Kraly. (Performance Marketer) There are so many customer loyalty building tactics out there.

2017 85

2017 Article Customer Service Contact Center 85

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

Natalie Petouhof

FEBRUARY 24, 2017

Tweet. There is no question that social media has earned its spot in every business’ digital marketing strategy. The rise of social platforms such as Facebook, Twitter, Instagram and LinkedIn have forever shaped the way users express themselves online. Nowadays, almost every business has some type of social media account. 83% of fortune 500 companies have a presence on Twitter and over 3 million companies have LinkedIn profiles.

Social Media 65

Social Media Engagement Brands Marketing 65

Bold360

FEBRUARY 23, 2017

The financial services industry is changing and developing at a ferocious pace, and 2017 is expected to be a year of growth, at least for those companies able to provide their customers with access to the best technology available to assist them throughout their online journey. Seeking Seamless Customer Service for Financial Industries. Companies looking to tap into new revenue streams while ensuring that existing customers are also satisfied have to first understand the typical customer of 2017

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2017 Financial Banking 2014 63

Eptica

FEBRUARY 22, 2017

Date: Wednesday, February 22, 2017 Building a strong customer-focused service culture. Published on: February 22, 2017. Author: Anne-Merete Jensen Customer service and customer experience now involves the entire organization , and to be successful companies have to build a strong culture that embraces the right systems, processes and technology to empower staff and ensuring they have meaningful, empathetic conversations with customers.

Culture 55

Culture Customer Focused 2017 Effort Score 55

Myra Golden

FEBRUARY 21, 2017

I just finished reviewing calls for a client I’ll be working with in Chicago. Before all of my onsite customer service training workshops, I like to listen to a random sample of calls between employees and customers. This call review helps me to know exactly where to focus in my training. In today’s call review I noted 5 communication mistakes customer service representatives tended to make repeatedly.

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Customer Service Training Workshop Hotels Customer Service Representative 64

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

Omnicus

FEBRUARY 21, 2017

In this post, we will dive deeper into the realm of customer service and explore some specific skills. Our last post detailed how to talk to customers, and included points on attitude control and willingness to solve problems. Now, we will look at three vital “skills” that when coupled with the above, will ensure a fantastic customer experience, every time. 1 Learn to listen This may seem like an obvious point.

Customer Service 56

Customer Service Customers Customer Experience 56

Magellan Solutions

FEBRUARY 23, 2017

In the commonly outsourced call center Philippines industry, call center agents are the backbone, voice and face of their clients. In our day-to-day life, call center agents are our heroes, attending to, and resolving our concerns with composure and patience. But the only way they can perform their job is if they can actually carry a conversation with the caller.

Communication 61

Communication Call Center 2012 Culture 61

Experience Matters

FEBRUARY 23, 2017

If you want customers to recommend your company, make sure they have a good experience. In this post, I share data and analysis showing how customer experience correlates to customer recommendations across 20 industries. At the bottom of this post we’ve assembled a number of industry-specific data charts that you can download and use. In the […].

Customer Experience 79

Customer Experience Download Customers ROI 79

Storyminers

FEBRUARY 20, 2017

This interview was conducted by John Mattone and first appeared February 7, 2017 on JohnMattone.com. Mike Wittenstein advises leaders on how changes to their customer experiences can positively transform their brand narratives and their bottom lines. He is the managing partner at Storyminers , a design pioneer, and a developer of unique methods and tools for enhancing front-line customer experiences.

Presentation 76

Presentation 2017 Brands Innovation 76

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Russel Lolacher

FEBRUARY 20, 2017

Full disclosure: I used Canva to craft the header for this post. Dear Canva, I really do love your product and rely on it every day but your customer relationship building could use some work. (aka don’t do this)… As you can read, Zach from Canva sent me an email to “personally” talk to me (to me, or at. The post How to Not Make Your Customers Feel Special, Courtesy of Canva appeared first on The Upsell.

Customer Relationships 48

Customer Relationships Customers Communication Marketing 48

Magellan Solutions

FEBRUARY 23, 2017

The Philippines has been the reigning premier choice of Western companies for offshore outsourcing for the past couple of years, and for good reason. Filipinos have the ideal blend of qualities that customers, regardless of their country of origin, want in a call center agent: courteous, friendly and service-oriented. Over a million work in call centers in the Philippines who are in the business process outsourcing (BPO) industry, providing a wide range of voice and non-voice customer service t

Government 53

Government Call Center Hospitality Loyalty 53

Clarabridge

FEBRUARY 23, 2017

It’s that time of year again! It’s *your* turn to take the stage and show us how you’ve been innovating and improving your customer’s experience. We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CxC) awards – North America. This is your chance to shine a light on all that you’re doing to put the customer first.

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2017 Customer Experience Hotels Airlines 49

ReviewTrackers

FEBRUARY 22, 2017

South by Southwest (SXSW) will take place from March 10 through March 19, 2017 in Austin – and we here at ReviewTrackers are thrilled to be taking part in this epic event with an event of our own, The Customer Social. SXSW offers the most unique industry convergence of music, film, and technology. It’s one of the world’s greatest platforms for discovery, too.

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Events Interaction E-support 2017 63

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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