Customer Bliss

JANUARY 24, 2017

Podcast Episode Overview. One of the most interesting things about this episode to me is where Scott began his pathway to the CCO role. Namely: Human Resources. You don’t see as many CCOs come from HR, but it makes sense. One of Scott’s first key roles, for example, was building out an employee retention strategy. Employees are essentially internal customers, so the tie to working with — and providing value for — external customers isn’t as big of a leap as we som

2009 194

2009 Loyalty Leadership Engagement 194

Experience Investigators by 360Connext

JANUARY 27, 2017

Surveying employees on satisfaction and engagement is not a new concept, but it’s getting a little more fanfare these days. Forward-looking leaders understand how important it is to have innovative, productive and engaged employees. More and more studies show how important the link between employee experience and customer experience really is.

Engagement 181

Engagement Consulting Innovation Employee Experience 181

Alida

JANUARY 26, 2017

Photo credit: Streeter Lecka / Getty Images. It’s shaping up to be a big year for the Atlanta Falcons. After beating the Green Bay Packers in the NFC championship, the team is set to face off with the New England Patriots in Super Bowl 51 in Houston on February 5. . As if having a dream season isn’t enough, the team is preparing to move to the Mercedes-Benz Stadium later this year.

Sports 174

Sports Entertainment Webinar Guest Experience 174

Beyond Philosophy

JANUARY 23, 2017

Imagine going on a cruise and having the ship know your every desire – sometimes even before you do. That’s the goal of Carnival Corporation’s new Ocean Medallion technology , a wearable device that will debut on the Regal Princess cruise ship later this year. It follows on the heels of Disney’s MagicBand and a similar device on Royal Caribbean cruises, but it goes even farther in predicting and responding to customer needs and desires.

Technology 138

Technology Tourism Books Consulting 138

Advertisement

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

JANUARY 26, 2017

Headcount is a tricky issue in a lot of organizations. Here’s why (usually). Because many companies are quarter-to-quarter, what typically matters is urgent need. That drives hiring. A specific team loses a specific person, or a specific team feels overwhelmed — so they need to get someone in the door to help. Some of this leads to amazing hires, and that’s good.

Leadership 170

Leadership Consulting Innovation Customer Experience 170

Michelli Experience

JANUARY 24, 2017

Often entrepreneurs reach out to me to discuss “customer-centricity” and the likely viability of their innovative products or services. To give you a sense of some of the key filters I use to evaluate the probable success of various ideas presented to me, let me offer an example of a small business that I think does a brilliant job of innovative customer-centric design.

2005 111

2005 Customer Centricity Automotive Social Media 111

ShepHyken

JANUARY 27, 2017

This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. She shares four excellent solutions to help manage your customer service more effectively. – Shep Hyken. Customers don’t want to wait on the phone for the “next available representative” anymore.

Blog 91

Blog Technology Customer Service Management 91

Experience Matters

JANUARY 26, 2017

We recently published our annual listing of CX trends. In case that wasn’t enough to satiate your needs, here’s a recorded webinar and an infographic describing the trends… Click on figure above to download infographic as a.png file, or click here to download it as a .pdf.Filed under: Customer experience, Purpose, Trends.

2017 119

2017 Customer Experience Download Webinar 119

CustomerGauge

JANUARY 26, 2017

CustomerGauge is very happy to share that this week we have CCXP Ian Golding as our blog guest. Ian advises leading companies on customer experience strategies, as well as measurement, improvement and employee advocacy techniques. He has worked across various industries including retail, financial services and telecoms, accumulating a robust knowledge on best customer experience […].

NPS 90

NPS Feedback Financial Retail 90

Advertisement

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

ijgolding

JANUARY 24, 2017

Over the last five years, I have had the great pleasure of visiting the Gulf Region on several occasions. Even though I have never quite managed to turn my visits into vacations, I have always found the people I have met and the places I have seen, to be immensely welcoming, accommodating and interesting. From the first time I arrived in Abu Dhabi in 2012, to the my most recent trip to Dubai last week, it has always been clear that the region has a strong desire to satisfy – and often wow – the

Customer Experience 62

Customer Experience 2016 2012 Transportation 62

ShepHyken

JANUARY 25, 2017

The Dollar Shave Club continues to impress me with their amazing customer service. I have used them as an example of how to create a membership experience , but now I want to focus on their ability to deliver amazing customer service. For those that may not know what Dollar Shave Club is, it was started by Michael Dubin and Mark Levine in 2011. In 2012, they rolled out a promotional video on YouTube that was hilarious and went viral.

Customer Service 91

Customer Service 2011 2012 Customer Focused 91

Experience Matters

JANUARY 26, 2017

We recently published our annual listing of CX trends. In case that wasn’t enough to satiate your needs, here’s a recorded webinar and an infographic describing the trends… Click on figure above to download infographic as a.png file, or click here to download it as a .pdf.Filed under: Customer experience, Purpose, Trends.

2017 117

2017 Customer Experience Download Webinar 117

Bold360

JANUARY 26, 2017

January is already on its way out the door, and February is coming, with its own assortment of fun ready to come your way. The most successful companies know that a consistent customer experience strategy has to be instituted from day one. But taking cx seriously isn’t enough anymore , to succeed you need a wisely-chosen self-service support solution to seamlessly address customer needs across all channels, learning from each experience to aggregate data, optimize, and improve processes and cont

Travel 66

Travel Touchpoint Definition Books 66

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

Influitive

JANUARY 27, 2017

January is the perfect time to review the past year’s ups and downs—both personally and professionally—to see how you can do better. To start 2017 off strong, we’re reviewing some of Influitive’s biggest B2B marketing campaigns from 2016 to see what went well and what we could improve on.

2016 91

2016 B2B Marketing 2017 91

ShepHyken

JANUARY 23, 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. Are You Taking Your Customers For Granted? by Mindi Rosser. (CustomerThink) What does your B2B marketing program have to do with your customer retention strategy?

2017 59

2017 Article Social Media Customer Service 59

Omnicus

JANUARY 27, 2017

Customer service is changing. Today’s customer demands instant response times and accurate information. The use of A.I. like chatbots is starting to become the norm. A plethora of self-service options are also becoming the norm. Automated systems prompt the customer for responses and guide the customer toward their solution. The cloud is the silent elephant in the room that is starting to become noticed.

Books 56

Books Customer Service Customers Information 56

Amity

JANUARY 27, 2017

Lincoln Murphy recently published “ Customer Success: The Definitive Guide 2017 ” in which he defines Customer Success as occurring “when your customers achieve their Desired Outcome through their interactions with your company” There are two things I really like about this definition. One is that it puts the emphasis on interactions with your whole company and not just your product or even just your Customer Success team; a drum CS folks are always beating.

2017 57

2017 Customer Success Definition B2B 57

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

Customer Enthusiast

JANUARY 23, 2017

Last week I was interviewed for a customer service podcast. The host has authored several books on the topic and has an excellent reputation as an industry thought-leader. During the interview, I was asked for my definition of customer service, which I shared: Customer service is a voluntary act that demonstrates a genuine desire to satisfy, if not delight, a customer.

Exceptional Customer Service 56

Exceptional Customer Service Customer Service Definition Books 56

Eptica

JANUARY 25, 2017

Date: Wednesday, January 25, 2017 The 5 trends brands need to address for improved customer service. Published on: January 25, 2017. Author: Pauline Ashenden The latest Institute of Customer Service (ICS) UK Customer Satisfaction Index (UKCSI) has a positive message for everyone involved in customer service. Overall, consumer satisfaction has risen to 77.8, up 0.8 compared to January 2016, marking the fourth straight improvement in results.

Net Promoter Score 51

Net Promoter Score Brands Customer Service 2016 51

NICE inContact

JANUARY 24, 2017

You and your project team have poured hours into the design and implementation of your new call center technology platform, and the big day has finally arrived – Go-Live. While Go-Live is the culmination of months – and depending on scope, even years – of hard work, the day itself sometimes just passes us by and proves to be a bit anticlimactic. However, celebrating Go-Live and making it something to remember can reap benefits in terms of your system adoption and momentum.

Call Center 55

Call Center Technology Contact Center Sports 55

ShepHyken

JANUARY 24, 2017

Steve Curtin on the “Other Dimension” Necessary to Raise Your Customer Service from Ordinary to Extraordinary. Sure, you hire your people based on job function, but shouldn’t you also be hiring on job essence? Shep talks with Steve Curtin who says, “Employees consistently execute mandatory job functions for which they are paid, yet they inconsistently demonstrate discretionary customer behaviors, which are known as ‘voluntary job essence.'” In other words, your employees may be doing what

Exceptional Customer Service 78

Exceptional Customer Service Hotels Definition Customer Service 78

Advertisement

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

Calabrio

JANUARY 23, 2017

Customer expectations are high at every stage of the customer lifecycle. In order to stay competitive in today’s crowded market, companies must not only meet those expectations, they must exceed them. Brands must pay close attention to what customers are telling them, both verbally and through their actions, and use that data to inform their response.

Contact Center 56

Contact Center Sales Metrics B2B 56

Myra Golden

JANUARY 23, 2017

When my daughter was 13, we re-did her bedroom to give her a teenage look. She picked out modern furniture from Ikea, lovely bedding and fun art that perfectly matched her style. It’s now 3 years later and my son is almost 14. The other day he came to me and said, “You guys owe me a new room. Sissy got a new room when she was 13 and I’m almost 14 with the same room.”.

Webinar 55

Webinar Contact Center Call Center Events 55

iPerceptions

JANUARY 26, 2017

Today, companies are in the customer experience business. It's no longer enough to compete on products and services, but it’s also about delivering superior experiences.

Customers 75

Customers Customer Experience 75

Clicktools

JANUARY 27, 2017

In the customer experience world, there is no shortage of acronyms representing various survey methodologies — CSAT, NPS, CES, CXi, etc. — as well as plenty of claims and counter-claims about which one is the best. Figuring out which method is right for your business is not an easy question to answer, but here’s some high-level information to help you make the right choice.

NPS 49

NPS Net Promoter Score Effort Score 2008 49

Advertisement

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