Customer Bliss

OCTOBER 10, 2019

Today, leaders in just about every industry understand that improving customer experience is essential for ease of customer interactions, reputation management, business efficacy, and overall success. Customer experience is already a core focus for many retailers, but diverse organizations including governmental bureaus , grocery stores , and financial service institutions are implementing CX changes to better accommodate customer needs.

Customer Experience 253

Customer Experience Metrics Innovation Leadership 253

GetFeedback

OCTOBER 10, 2019

This guide will teach you how to quantify the value of your CX initiative through a step-by-step process of calculations.

ROI 270

ROI Customer Experience Customers 270

Experience Investigators by 360Connext

OCTOBER 9, 2019

The C-Suite Leader was asking a seemingly straightforward question: What is customer experience, really? Now, this person was no slouch. This was a high-achieving, take-no-prisoners, BOSS of a person who I respect. And I was struggling to answer. I didn’t want to insult this person. I didn’t want this leader to feel like I was condescending.

Customer Experience 110

Customer Experience CEM Net Promoter Score Culture 110

TechSee

OCTOBER 10, 2019

The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. Modern customer-centric operations are increasingly defined by a collaborative contact center culture, with agents working together to respond to customer requests more efficiently by drawing on shared knowledge and experience.

Contact Center 117

Contact Center Culture Average Handle Time Wireless 117

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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

Alida

OCTOBER 10, 2019

The foundation of an excellent healthcare experience is the ability to repeatedly connect with consumers and their families. This connection needs to be transparent, consent-based , and ongoing to uncover insights that allow teams to validate ideas, develop programs, and continually iterate and improve.

Healthcare 145

Healthcare Connections Insights Consumers 145

ShepHyken

OCTOBER 11, 2019

This week we feature an article by Joseph Michelli who has written a new book about how Airbnb has used convenience and personalization to deliver an amazing experience. Years ago, while writing my book The Starbucks Experience – 5 Principles for Turning Ordinary into Extraordinary , former Starbucks CEO Howard Schultz shared that “we aren’t in the coffee business serving people, but in the people business serving coffee.

Blog 96

Blog Technology 2008 Customer Experience 96

Integrity Solutions

OCTOBER 8, 2019

When it comes to the sales leader’s performance, the best CEOs are holding them accountable for more than just the number; they expect them to grow their people, too. As the revenue producers, it’s not surprising that the sales function is always on the mind of the CEO. But it’s not just because the sales organization is out there closing deals. The CEO knows salespeople are the ones on the front lines, talking to customers and prospects, gaining insights about the competitive landscape and pick

Sales 80

Sales Metrics Leadership Insights 80

eGain Blogs

OCTOBER 10, 2019

We provide omnichannel customer engagement software, powered by knowledge. According to Gartner’s just-published critical capabilities report on customer engagement, our average score for digital engagement and knowledge management at 4.5 out of 5.0 is the highest among all the 14 vendors evaluated! We are not surprised. After all, we are a pioneer with more than decades of experience in both those spaces, and we lead the industry in the breadth and depth of supporting digital channels such as m

Net Promoter Score 70

Net Promoter Score Multi-Channel Contact Center Omnichannel 70

Customer Enthusiast

OCTOBER 8, 2019

This week is Customer Service Week (Oct. 7-11), one week out the year when customers and customer service quality are celebrated. As much as I enjoy and support recognizing customers and service quality, I can’t help but question the superficiality of hanging banners, donning t-shirts and buttons, and ordering pizzas to honor customers for one […].

Customer Service 69

Customer Service Customers Engagement Customer Experience 69

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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

ShepHyken

OCTOBER 9, 2019

When I was a kid, my father taught me about being on time and why it is important. There were two times he gave me the “show up on time” lesson—neither of which I’ll ever forget. Before I get to the story and the lesson, let me give you some insight into my personality. I’m a people-pleaser. I like to make everyone happy. Maybe that’s the reason I’m so focused on creating amazing experiences for my clients and my clients’ customers—and, of course, everyone else.

Customer Service Training 113

Customer Service Training Customer Service Information Customer Focused 113

NICE inContact

OCTOBER 10, 2019

I love ice cream. I’d eat it every day if I could. And I would always choose my favorite flavor: mint chocolate chip. The combination of tangy mint and the deep sweetness of chocolate gets me every time. If ice cream flavors were brands, I’d be a die-hard customer devoted to The Mint Chocolate Chip Company for life. Am I a creature of habit? Probably.

Customer Retention 70

Customer Retention Customer Experience Contact Center Customers 70

Call Experts

OCTOBER 10, 2019

A company must understand how their customers behave, their patterns, and their pain points. Customer experience is not necessarily linear. Often, the customer journey is influenced by motivations and trends unrelated to your company’s service. Every customer interaction is unique, and the most efficient way to create a general understanding is with a customer journey map.

Customer Journey Mapping 64

Customer Journey Mapping Customer Journey Call Center Contact Center 64

The DiJulius Group

OCTOBER 9, 2019

*The following is content taken from John’s newest book The Relationship Economy, Building Stronger Customer Connections In The Digital Age AVAILABLE October 8, 2019. There is a seismic shift happening today. Technology is changing the world, and not always for the better. For all the benefits it is bringing to businesses, it is coming. Read Full Article.

2019 90

2019 Books Article Connections 90

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

ShepHyken

OCTOBER 8, 2019

Customer Service Drives Value. Measuring the Customer Journey to Meet New Expectations. Shep Hyken interviews Sam Lessin of Fin Analytics. They discuss the changing needs and expectations of customers, and how to keep customer service simple while delivering satisfaction. The Interview with Sam Lessin: The world is becoming more customer-centric, but not every company is keeping up.

Contact Center 96

Contact Center Customer Journey Customer Care Social Media 96

Interactions

OCTOBER 9, 2019

Last week in our podcast , host Jim Freeze interviewed Gabriel Skantze, a professor at KTH Royal Institute of Technology, about social robots and making AI approachable for humans. While the discussion was mainly based around robots, we decided to write about how the same principles could apply to AI automation. It’s no secret that AI can be an unsettling topic for humans.

Virtual Agent 63

Virtual Agent Social Media Technology Reference 63

Kate Nasser

OCTOBER 5, 2019

We ask customers to do something hard -- trust us. So remember customers need to trust we will do the following. By Kate Nasser, The People Skills Coach™ | Customer Service | Customer Experience | Leadership | Teamwork. The post Customers Need to Trust We Will … | #CustServ National Customer Service Week appeared first on KateNasser.com.

Customer Service 67

Customer Service Leadership Customers Customer Experience 67

Eptica

OCTOBER 9, 2019

Date: Wednesday, October 9, 2019 Author: Pauline Ashenden - Marketing Manager National Customer Service Week 2019: The 3 key factors behind successful customer service. Published on: October 09, 2019. Author: Pauline Ashenden - Marketing Manager We’re now partway through National Customer Service Week (NCSW) , which runs from the 7 th -11 th October.

2019 60

2019 Customer Service Contact Center Customer Centricity 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

NICE inContact

OCTOBER 10, 2019

Growing up on a tobacco farm in Canada, summers weren’t a time for fun in the sun — they were a time for sweat and hard work! And while everyone in the family pitched in, no one had more to do than my mom. Each summer, Mom cooked three meals a day for a dozen burly, ravenous farm workers—plus our own family of six. On top of all the meal prep, cooking and clean-up, she also had to take care of a huge garden, tons of animals and four kids — leaving her with little time for grocery shopping.

Customer Journey 54

Customer Journey Webinar Customers Loyalty 54

eGain Blogs

OCTOBER 10, 2019

We provide omnichannel customer engagement software, powered by knowledge. According to Gartner’s just-published critical capabilities report on customer engagement, our average score for digital engagement and knowledge management at 4.5 out of 5.0 is the highest among all the 14 vendors evaluated! We are not surprised. After all, we are a pioneer with more than decades of experience in both those spaces, and we lead the industry in the breadth and depth of supporting digital channels such as m

Net Promoter Score 52

Net Promoter Score Multi-Channel Contact Center Omnichannel 52

Experience Matters

OCTOBER 10, 2019

Experience Management (XM) isn’t just important, it’s the primary function of every organization. Why? Because every organization is an experience factory. The post Your Organization Is An Experience Factory appeared first on Experience Matters.

Management 84

Management Customer Experience Customers 84

Advantage Communications

OCTOBER 9, 2019

Today’s business world is saturated with competition. That’s why the customer experience (CX) is one of your organization’s biggest assets when it comes to satisfying your customers and creating a loyal customer base. In fact, research from Microsoft found that 54 per cent of all global consumers have higher customer service expectations than they did just one year ago.

Customer Service 60

Customer Service Consumers Customer Base Customers 60

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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

NICE inContact

OCTOBER 7, 2019

Paul Jarman , NICE inContact Chief Executive Officer, discusses the key paradigm shifts that will lead to massive change in the contact center and customer experience market as part of our Transforming Customer Experiences series. In fact, Paul believes that in the next five years there will be more transformation in the customer experience space than in last 15 years combined.

Competitive Advantage 55

Competitive Advantage Customer Experience Marketing Contact Center 55

Oracle

OCTOBER 6, 2019

As part of our Burning Questions series , SmarterCX sat down with some of the top CX minds at Oracle’s ModernCX 2019 to discuss what indicators they monitor to understand what their customers are responding to and how satisfied customers are with their experience. Hear what the CX leaders have to say in our video interviews and read their quotes below.

Net Promoter Score 54

Net Promoter Score Measurement Effort Score Average Handle Time 54

Gainsight

OCTOBER 7, 2019

Every meeting I have with leaders about customer success starts pretty much the same: “Nick, before we get started, I want to let you know that our business is a little different from most typical companies.”. The myth of the unique business model. Maybe you’ve heard this from your clients and partners as well. And it makes sense—you have the closest view of your company to see all the intricacies and idiosyncrasies.

Customer Success 75

Customer Success E Commerce Sales Customers 75

Solvvy

OCTOBER 8, 2019

Artificial intelligence is awesome when it comes to asking Alexa what time the latest Disney movie is showing at your local cinema this weekend, or finding out whether to wear an extra layer when you head out of the house. Virtual assistants have become commonplace for supporting day-to-day life with simple tasks, such as adding a calendar reminder for a meeting, converting cups into pints, or navigating to the nearest coffee shop.

Customer Experience 48

Customer Experience Customer Satisfaction Customers Definition 48

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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