Customer Bliss

NOVEMBER 10, 2015

As you assess the maturity phase of embedding the five competencies, moving your organization from ‘Commit’ to ‘Unite,’ here are four tactics to engage (or reengage) your leadership and organization: 1. Establish Consensus on Managing Customers as Assets. This is an important step to earn the right to do this work. Achieving this can only occur when there is consensus on how to measure this growth or loss, and that leaders start to use the language in a united manner to shift from survey score f

Leadership 160

Leadership Chief Customer Officer Engagement Books 160

Beyond Philosophy

NOVEMBER 10, 2015

In this series, professionals share their secrets to being more productive. Read the posts here , then write your own (use #ProductivityHacks in the body). Consistent productivity doesn’t happen by chance. Productive people have a secret to their productivity: Eliminate distractions. Were you hoping for something more complicated? It isn’t complicated.

Books 154

Books Consulting Insights Connections 154

Michel Falcon Experience

NOVEMBER 8, 2015

As 2016 nears, have you started to map out your customer experience strategy for next year?Will 2016 be the year that you fully commit to improving your customer experience?I don’t mean that you continue to tell your customers, employees and business partners (i.e. vendors) that you’re customer-focused. I mean, will… Read More». The post Necessary Steps to Build Your Company’s 2016 Customer Experience Plan appeared first on Michel Falcon Customer and Employee Experience Expert.

2016 166

2016 Customer Experience Employee Experience Customer Focused 166

Think Customers

NOVEMBER 10, 2015

Most business leaders would be thrilled to have their companies be able to deliver a differentiated customer experience. But many organizations are often hamstrung by a lack of insights about individual customers and process gaps that are needed to provide personalized, smooth, and tailored experiences. This can manifest itself in customer service interactions when a poor customer experience can result in desertion.

Customer Service 107

Customer Service Blog Brands Customers 107

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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.

Customers

Customer Bliss

NOVEMBER 12, 2015

The Chief Customer Officer (CCO) role will evolve as you progress in implementing the five competencies and moving through the customer experience maturity phases: Commit, Unite & Build, Embed, Mature, and Elevate. Years one through three are what I call the “disruption and blocking and tackling years.” People know how to achieve results within their silo walls.

Chief Customer Officer 189

Chief Customer Officer Definition Leadership Metrics 189

iPerceptions

NOVEMBER 11, 2015

With the power to drastically enhance the customer experience , beacon technology offers a lot of potential to retailers. Whether it's a simple welcome message, a coupon or a promotion on your mobile, retailers are increasingly trying to engage customers by enhancing the in-store experience by leveraging beacon technology.

Retail 109

Retail Technology Engagement Customer Experience 109

Win the Customer

NOVEMBER 10, 2015

Bad customer service experiences don’t just impact one customer. The costs of bad service compounds as poorly trained agents continue to make critical mistakes in the customer relationship. According to a new study by New York Times bestselling authors, Joseph Grenny and David Maxfield bad customer service experiences cost the average company $54,511 annually per employee.

Customer Service 145

Customer Service Customer Relationships Customers Management 145

Customers That Stick

NOVEMBER 10, 2015

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Customer Service 143

Customer Service Customers Blog 143

ijgolding

NOVEMBER 12, 2015

Allow me to start this post by asking a question. Do you ‘like’ your Telecoms provider? It is a very simple question – it contains only 6 words – yet I believe it is a question that opens a large can of worms. Let me ask another question. Have you ever recommended your Telecoms provider to a friend or family member? Not – ‘are you likely to recommend'; but ‘have you actually recommended’?

Customer Experience 88

Customer Experience Social Media Telecommunications 2013 88

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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

Think Customers

NOVEMBER 9, 2015

Have you ever tried contacting customer service only to hit roadblock after roadblock? Last week my multiple attempts to contact a couple different companies did just that, as an online chat attempt with a telecom provider went unanswered and calls to a medical facility fell into voicemail. According to a new study, I'm not alone in my failed attempts to reach service in real time and also get quick answers to my inquiries or issues.

Customer Expectations 89

Customer Expectations Blog Customers Customer Service 89

Win the Customer

NOVEMBER 8, 2015

Efficient customer service is essential to all businesses. Streamlining processes and functions could make or break your relations with your clients. In businesses across all industries, your customers are your lifeline. Without customers and their continued support, your business will not be able to flourish and take off. This is why it is imperative that you […].

Customer Service 124

Customer Service Customers Communication Management 124

Eptica

NOVEMBER 13, 2015

Date: Friday, November 13, 2015 7 ways banks can transform customer experience. Published on: November 13, 2015. Author: Dharmesh Ghedia Banks and other financial service providers are facing unprecedented challenges. Not only are regulatory pressures increasing, but a new wave of financial start-ups is entering the market, using technology to transform everything from loans to payment processing.

Banking 77

Banking Customer Experience Financial 2015 77

Tricia Morris

NOVEMBER 13, 2015

The holiday shopping season is upon us, and do you know what that means? Someone is inevitably going to be injured fighting for a sweet deal on an Xbox One, interactive R2-D2 (probably me – sad beep), Apple Watch, or worse, a $10 crock pot. In a recent Harris Poll, 23% of Americans said they would be willing to behave unethically if it meant leaving a retail store with the last hot holiday gift.

2015 77

2015 Customer Service E Commerce E-support 77

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

Think Customers

NOVEMBER 10, 2015

Practically every retail store currently has their 'Now Hiring' sign front and center in preparation for the holiday rush. But this season, many retailers will be operating differently than they're accustomed to, as they will no longer utilize on-call scheduling to staff their stores. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Retail 80

Retail Engagement Blog Sales 80

Forrester

NOVEMBER 11, 2015

In 2015, customer experience (CX) rose to the number one priority for business and technology leaders. In 2016, it will be among the top 10 critical success factors determining who will win and who will fail in the Age of the Customer. And for good reason: better customer experience correlates to stronger revenue growth. But this is only true when competitors provide meaningful differences in the experiences they offer and unsatisfied customers have the freedom to jump ship when treated poorly.

2016 105

2016 Innovation Insights 2015 105

Eptica

NOVEMBER 11, 2015

Date: Wednesday, November 11, 2015 Comparing the retail customer experience in the United States and United Kingdom. Published on: November 11, 2015. Author: Pauline Ashenden Thanks to the internet, retail is a global industry, with companies now facing competition from peers around the world. As we’ve discussed before, this means that a focus on the customer is vital – with businesses needing to understand what consumers want and provide them with a tailored experience that meets th

Retail 75

Retail E Commerce Customer Experience 2015 75

CustomerGauge

NOVEMBER 11, 2015

KPIs exist to keep companies on track; to measure different company processes to maintain a level of performance that will guarantee growth. Many KPIs, such as marketing/sales and finance, are designed to measure and understand growth, but these KPIs miss one thing. They fail to report on the company’s present health, they either focus on what could be (but far from guaranteed) or what has been.

NPS 60

NPS Net Promoter Score Measurement Presentation 60

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

Clarabridge

NOVEMBER 13, 2015

A Voice of the Customer (VoC) program is an important part of any successful customer experience management initiative. However, it’s nearly impossible to fully implement VoC on your own. Technology can help you create a winning program and even more happy customers in three simple steps. 1. Gather. First, you need to gather your social media data into one place.

Technology 73

Technology Social Media CEM Customer Centricity 73

Comm100

NOVEMBER 11, 2015

“Sales are contingent upon the attitude of the salesman–not the attitude of the prospect.”- W. Clement Stone. If you could double or even triple your revenue in minutes, would you? Before you roll your eyes and point out that you don’t have a magic lamp to rub, consider your upselling game. How often do you actually succeed in getting customers to add a little something extra to their carts?

Sales 69

Sales Apparel Download B2C 69

CSM Magazine

NOVEMBER 11, 2015

A 66 per cent increase in sales since 2012 has turbocharged success for vehicle leasing and contract hire broker Synergy Automotive. In the driving seat: Paul and Martina Parkinson with members of the Synergy Automotive team. Attributing this to striving for excellence in customer experience, the business has been awarded Gold Trusted Merchant status from the global feedback engine Feefo for achieving a 100 per cent customer service rating provided by over 500 customers in the last year Posting

Automotive 69

Automotive Customer Service 2006 2012 69

Kate Nasser

NOVEMBER 7, 2015

Leaders, is your organization process driven. Even addicted to process? Launch a leadership reawakening. Ignite and engage employee innovation this way. People, not process, create and innovate! The post Leadership Reawakening: People Not Processes Create & Innovate appeared first on KateNasser.com.

Leadership 91

Leadership Innovation Engagement 91

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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

CX Journey

NOVEMBER 10, 2015

Image courtesy of degconsulting How do you know where to start your CX journey? I've been asked this very question a few times in the last couple weeks. Don't know where to start? Just get started. You know you have to transform the customer experience with your company; don't let uncertainty paralyze you or derail you from getting started. As you already know, without executive buy-in and commitment, your transformation efforts won't get very far.

Government 64

Government Roadmap Culture Customer Journey Mapping 64

Kristina Evey

NOVEMBER 9, 2015

These five basic steps to better customer service are the pillars to building better experience for your customers. This podcast explains each step in detail and how to work with your staff to actively engage with you, your company, and your customers. Using these five steps as a foundation will increase your sales, customer loyalty AND staff engagement.

Customer Experience 54

Customer Experience Loyalty Sales Customers 54

CSM Magazine

NOVEMBER 12, 2015

Maybe the best way to begin to describe excellent customer service is to talk about what it isn’t. It certainly isn’t a department or a job title. It’s the opposite of this title, “The Lousy Customer Service We Receive Every Day.” Excellent customer service is seriously lacking most places we spend our money. Think about it, can you recall a recent experience where the customer service was really bad?

Poor Customer Service 65

Poor Customer Service Customer Service Airlines Hotels 65

PeopleMetrics

NOVEMBER 13, 2015

If you’re not a Reddit reader, you may not have heard of their popular “Ask Me Anything” (AMA) threads. The format is simple: a guest—who usually has a deep knowledge in a particular subject—invites questions and answers them. Guests can range from celebrities, to researchers, to business leaders. Recently, Jerry Stritzke, the CEO of outdoor retailer REI, was an AMA guest.

Sales 79

Sales Customer Experience Net Promoter Score 2011 79

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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