CX Accelerator

MAY 8, 2018

Let’s imagine, for one moment, that you’re casting your agents and customers in a movie. What roles would they play? Would your agents make their screen debut as wise sages, imparting knowledge and truth to help spur your customers to a glorious conclusion in their customer service journey? Or would your agents be more like sword-wielding fighters, battling to defeat angry customer ogres before they burn your contact center to the ground?

Contact Center 160

Contact Center Customers Communication Information 160

InMoment XI

MAY 9, 2018

Employee Experience (EX) Monitoring As an HR Professional, a senior leader, or an engaged employee at large, you may find yourself asking, “What can I do to engage those around me?” Employee Engagement doesn’t have to be difficult to measure, but it can be challenging for anyone in an organization to take on the initiative. View Article.

Employee Experience 200

Employee Experience Measurement Article Engagement 200

Customer Bliss

MAY 9, 2018

Uniting the leadership team in the purpose of delivering one-company experiences and connecting it to business growth occurs with my clients when we can simplify the “why” behind this work in a manner that they can stand behind and communicate as their own. I’ve been asked, “How do you persuade top management that customer centricity is not a cost?

ROI 245

ROI Customer Experience Leadership Measurement 245

GetFeedback

MAY 9, 2018

Modern customers prefer modern support. Stay ahead of the curve by providing great mobile customer service. Alexa Lemzy from TextMagic explains how.

Mobile Customer Service 150

Mobile Customer Service Customer Service Customers Article 150

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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

Beyond Philosophy

MAY 11, 2018

I was texting with my daughter the other day and there was a pause in the conversation. I could see the three little dots. Surely she was typing a clever response to the remark I’d just made. I couldn’t wait to see it, so I sat there, phone in hand, staring stupidly at the little dots. I went on like this for maybe a minute and a half before I realized I was being silly.

Retail 116

Retail Books Consulting Sales 116

Customer Bliss

MAY 7, 2018

They share freely. They have our back. They are there, in good times and bad. They always have our best interest in mind. They are brave. This describes our moms. It also describes companies who follow her lead in how they grow their business. The lessons we learned as kids stick with us. And often they have our mom’s face all over them. Her lessons, her rules, and her sayings are still in our heads.

Fashion 163

Fashion 2018 Customers Connections 163

Lumoa

MAY 7, 2018

A story of how a startup nailed customer relationships since day one. Many startups think that customer experience management equals unnecessary work and financial costs. However, more and more startups that emphasise the uniqueness of customer relationships are growing faster than ever. Some of the familiar names include the two fastest growing companies in the world , Slack and Intercom.

Customer Experience 98

Customer Experience NPS Metrics 2012 98

ReviewTrackers

MAY 11, 2018

Technology is shaking up the restaurant and foodservice industry. The end-to-end guest experience — from research and reservations to ordering, delivery, consumption, and payment — can now happen in a handful of screen taps or mouse clicks. Satiated with choices, consumers are demanding innovation in ways that drive industry trends, menu offerings, and entire operations.

Customer Satisfaction 93

Customer Satisfaction Guest Experience Loyalty Consumers 93

Omnicus

MAY 7, 2018

Create a seamless customer experience to boost your revenue. Has this happened to you? You emailed a company with a customer support question, typing in a 10-paragraph message explaining the issue in detail. In response, you just got an automated reply from a robot saying that the company will get back to you in 24 - 48 hours, and you decided that you didn’t want to wait that long.

Omnichannel 72

Omnichannel Customers Customer Experience Customer Service 72

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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

Customer Bliss

MAY 8, 2018

Today’s post is from Robert Spector , best-selling author of The Mom & Pop Store: True Stories from the Heart of America and The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture. As a customer service pioneer, I’d consider Robert Spector a global authority on “make mom proud” companies.

Marketing 100

Marketing Retail Books Culture 100

ShepHyken

MAY 7, 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. Overstock’s customer service texts have a 98 percent open rate by Ilyse Liffreing. (Digiday) Overstock.com knows the days are long gone when people would call or email about problems with its products or service.

Article 79

Article 2018 Customer Service Magazine 79

Comm100

MAY 10, 2018

Introduction. If you work in customer service, chances are you know the signs of a complaining customer. You might recognize them by their pointed tones, their defensive, often raised voices (over email or live chat, this may present itself as all caps writing), and their creative use of insults. You may recognize the way they hold up the line at checkout, the way they demand to speak to management, or the way a look of disbelief plants itself on their faces when they hear that what they are ask

Customers 80

Customers Download Customer Service Training Fashion 80

Experience Matters

MAY 10, 2018

This week I gave a keynote at the Customer Experience Professional Association (CXPA) Insight Exchange in New Orleans. As alway, it was a great event; there’s almost nothing better than a group of enthusiastic CX professionals! We’ve come a long way since we had the first CXPA event at Fenway Park in 2011. The Overall Storyline My speech was entitled The Past, Present, and Future of CX(PA).

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Presentation 2011 Customer Experience Professionals Events 97

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

Oracle

MAY 8, 2018

You’ve heard the phrase, “a chain is only as strong as its weakest link.” In customer experience, an exposed weak link—whether it’s marketing, service, or even your employees—can mean the difference between winning and losing customers to competitors, despite having the best product or service offer. To find and strengthen weak links, I tell my clients to create a checklist and use it to evaluate each area of their business every six months.

Download 99

Download Customer Experience Customers Feedback 99

ShepHyken

MAY 8, 2018

Deliver a Customer Experience That Would Make Mom Proud. Would your customers agree that your service is so good, you’d make mom proud? Shep Hyken sits down with Jeanne Bliss, author of Would You Do That to Your Mother? The “Make Mom Proud” Standard for How to Treat Your Customers , and discusses her book and the art of making customers happy. ?

Chief Customer Officer 78

Chief Customer Officer Books Customer Experience Professionals Customer Centricity 78

CSM Magazine

MAY 9, 2018

Kristina Evey examines the importance of culture on the customer experience and provides some key ways to make your ideal culture a reality. Every company has a culture whether you’ve defined it or not. The key is to be in the driver’s seat of defining your culture and being deliberate about shaping it before you are trying to reign in an undesirable culture that has taken hold.

Culture 65

Culture Customer Experience Definition Leadership 65

Customers That Stick

MAY 8, 2018

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Culture 90

Culture Brands Customer Service Customers 90

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

Second to None

MAY 8, 2018

The following article is a guest post submitted by Camille Moore from Taktical Digital , a digital marketing agency based out of New York, New York: If you are interested in submitting a guest post to the Second To None blog, please reach out to danielb@secondtonone.com with your idea. Email marketing remains one of the most effective ways to establish customer relationships and boost ecommerce sales.

Customer Journey 59

Customer Journey Brands Marketing Return on Investment 59

ijgolding

MAY 10, 2018

I first started writing my blog six years ago. Since that time, I have crafted hundreds of articles – producing them, almost religiously, on a weekly basis. Regularly, I am asked how I generate the ideas behind the articles – ‘do I have a plan and schedule for the year?’ No – is the simple answer. When customer experience is your passion; your vocation; and you have a desire to share thought, knowledge and opinion; then identifying suitable topics to write about is

Hotels 62

Hotels Travel Culture Customers 62

ShepHyken

MAY 9, 2018

The other day a buddy shared an experience he had with a company that sold him mulch for his yard. When the truck arrived, he asked the driver and his co-worker to put the mulch in the backyard. The driver said, “I’m sorry. Dropping the mulch off in the backyard is considered white-glove service. You needed to let us know you wanted the mulch in the backyard when you ordered it.

Hotels 88

Hotels Customer Service Training Information Customer Service 88

CSM Magazine

MAY 8, 2018

Research has shown that 80% of customers want to be welcomed with a friendly greeting. Here are 10 examples of customer service greetings you can use or adapt to your own style. 1. “Great to meet you” or “great to hear from you” If you do not recognize the person as a regular customer, starting the conversation on a positive note will set the tone of the entire customer interaction. 2. “Hi, have you been here before?

Customer Service 65

Customer Service Magazine Call Center Customers 65

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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

Second to None

MAY 10, 2018

Due to the proliferation of online product availability, consumers now desire more from brands than low price points and geographic proximity. For many major retail brands , the shift towards digital customer engagement has greatly impacted their ability to retain a high number of visitors coming to their brick-and-mortar locations. Thus, brands must come up with different ways to get people to come into their store, beyond trying to make a new sale.

Apparel 54

Apparel Retail Events Voice of Customer 54

Experience Matters

MAY 7, 2018

Voice of the Customer (VoC) programs are a critical component for many CX efforts. This infographic examines those efforts. Make sure to visit our VoC/NPS Resource Page for more help in building your VoC program. Here are links to download different versions of the infographic: Infographic: in .png format, in .pdf format 18? x 24? poster: in .jpg format, in .pdf format Here are links to the research referenced in the infographic: State of VoC Programs, 2017 Renovating Your Voice of the Customer

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2017 Download NPS Customers 82

Answer Dash

MAY 7, 2018

Now, more than ever, optimizing customer experience should be a #1 business priority. Today’s customer expectations are continuously on the rise, and a positive online experience could mean the difference between a conversion and a lost customer. But what exactly are customers’ expectations today, and how have they evolved in recent years? Here are some important trends and statistics to keep in mind - and how to keep your business on the right track.

2018 54

2018 Customer Experience B2C B2B 54

CSM Magazine

MAY 11, 2018

Pansensic leads us into the future to learn how customer service will be driven by developments in the customer experience industry. Customer service has been, and will always be, the driving force that shapes consumers’ opinion of brands. So much so that Deloitte marks that 62% of companies feel that customer experience (CX) is what differentiates them from their competitors, whilst 52-66% of customers will stop purchasing from a company if they receive a negative interaction.

Customer Experience 56

Customer Experience Social Media Competitive Advantage Consumers 56

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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