Customer Bliss
MARCH 29, 2017
Guest Post by Rocky Romanella, author of Tighten the Lug Nuts: The Principles of Balanced Leadership. Your character and reputation are a direct reflection of your values. Rocky Romanella, author of Tighten the Lug Nuts: The Principles of Balanced Leadership. When I was young, I never really thought in terms of honor codes or values. I just knew there were certain things I needed to focus on; to do and to achieve.
Alida
MARCH 30, 2017
What do you need to succeed in a traditional and established multi-billion dollar industry like the grocery market? Price Chopper Supermarkets, an American grocery chain with 136 stores, has one answer: customer insight. At a recent Vision Critical webinar, Sam Trimboli, consumer insights specialist at Price Chopper, joined us to discuss how customer insight is helping the company thrive in the increasingly fragmented grocery industry.
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Beyond Philosophy
MARCH 27, 2017
Uber’s woes continue to escalate, and the ridesharing company is scrambling to get back on track. A few days ago, company president Jeff Jones decided to quit after just six months on the job. He cited the company’s culture as a reason, saying in a statement to Recode : “the beliefs and approach to leadership that have guided my career are inconsistent with what I saw and experienced at Uber, and I can no longer continue as president of the ride-sharing business.”.
Experience Investigators by 360Connext
MARCH 29, 2017
I’ll be honest. When we started recording episodes for our Crack the Customer Code podcast, I wasn’t sure if my co-host Adam Toporek and I would have enough to discuss. I mean, how much is there, really, to say about customer experience and customer service? And yet… Week after week, episode after episode…we kept talking! We talked to some super interesting guests who covered everything from what customer service means in non-profits to how artificial intelligence is chan
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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.
Customer Bliss
MARCH 30, 2017
When I work with clients, I always set up a “customer room,” which is another way of thinking about customer experience labs. I’ve written about this idea a few times , including in Chief Customer Officer 2.0. A customer room is a way for leaders (and other members of the organization) to really understand the customer experience.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
MARCH 29, 2017
Omnichannel means at its foundation, integration. Therefore, an omnichannel strategy could also be called an integration plan. Furthermore, there are seven essential elements to your omnichannel approach that you can’t afford to forget. Forbes once described the omnichannel experience as the point where “ marketing meets ubiquity ,” an apt description.
PeopleMetrics
MARCH 30, 2017
What are the Top 5 Mistakes that limit the success of a Voice of the Customer program? 1. Not getting executive buy-in: Leadership at the organization has to buy-into and ideally sponsor the VoC program. VoC programs change the culture of an organization by putting the customer first and responding to customers who have poor experiences. If an executive is not sponsoring the program, the company will not pay attention to the data or invest in the right responses to the data and the initiative wi
Customer Bliss
MARCH 28, 2017
Episode Overview. Some people love flying, but many view it as a hassle — and a big part of said hassle is the airport itself. I found it interesting that our work in customer experience is now expanding to airports, and Karen Ellis of the San Antonio International Airport (previously in somewhat similar roles in Houston and Atlanta) was good enough to come on the podcast and discuss some of her initiatives and challenges.
ShepHyken
MARCH 29, 2017
Just last week I attended Social Media Marketing World in San Diego. So, what does a social media marketing conference have to do with customer service? Plenty! It’s been said that customer service is the new marketing. If that is true – and it is – then social media customer service is the updated version of that. And, if you’ve been following my work, you’ve heard me talk or write about how social media is a viable way to deliver amazing customer service.
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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
Kayako
MARCH 28, 2017
How satisfied your customer is can depend on a lot of things: your product, your customer support team, your marketing and advertising, your branding, their interactions in your store, your website, your in-store staff… the list goes on. Typically, businesses rely on customer satisfaction scores as an indicator of the total happiness of a set of customers – but this is flawed.
PeopleMetrics
MARCH 28, 2017
Today, content marketing is critical to your company’s success, and. utilizing social media is currently one of the best marketing strategies out there. Nearly everyone constantly carries a smartphone with them, and almost all of those people use Facebook. Why not utilize that fact to attract customers and build brand loyalty? If you choose to leverage Facebook to post content for your customers, remember to avoid aggressive advertising and sales pitches – content is about making your customers
ijgolding
MARCH 28, 2017
I am often asked how I can conjure up a topic to write about on a weekly basis. Do I have a plan? Do I keep a long list of pre-defined article subjects? Is there a website to stimulate blog ideas? The answer to these questions is ‘no’! In all honesty, my writing is very much inspired by my own experiences – either as a customer in my own right, or by interacting with the many people I have the good fortunate to interact with in practising my vocation!
ShepHyken
MARCH 28, 2017
Anthony Goonetilleke Discusses How Artificial Intelligence is Revolutionizing Customer Service. Do you want to embrace technology and provide your customers a better experience? Shep Hyken interviews Anthony Goonetilleke, the President of the Amdocs Product Business Group. First Up: Shep Hyken’s opening comments focus on how companies are currently incorporating artificial intelligence into their customer experience.
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.
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AskNicely
MARCH 30, 2017
Customers who aren’t satisfied leave…And there are only so many customers you can lose before your company bottoms out. So wouldn’t it be awesome if you had a way to precisely measure customer satisfaction levels, so that you can easily work out if your customers are happy? In fact, wouldn’t it be even better if you had a way to figure out why customers are unhappy and therefore likely to leave?
CSM Magazine
MARCH 28, 2017
When it comes to customer service chatbots, today’s online shoppers have trust issues. With fears of “error” responses, or even worse, completely inaccurate answers, customers reluctantly turn to call center agents to handle issues directly with a live representative. Ultimately, this inefficient communication channel results in frustrated customers and wasted money.
ijgolding
MARCH 31, 2017
If you have been a follower of my writing for some time, you will know that I am no stranger to air travel! Having flown over 300 times in the last two years alone, I am well versed in the differences between airlines. In fact, one of my most read posts is a review I conducted in 2014, comparing the airlines Emirates and Etihad. So when my friend and fellow CCXP (Certified Customer Experience Professional), Mike Bartlett sent me his own story comparing Delta and Virgin, I felt that others needed
ShepHyken
MARCH 27, 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. Customer Experience, Innovation and the Slow Death of Famed Brands by Augie Ray. (Which-50 ) Now is perhaps a good time to look back and consider how Sears’ struggles are similar to those of other famed brands that failed, such as Borders, Kodak and Circuit City.
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
Customers That Stick
MARCH 30, 2017
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Tricia Morris
MARCH 29, 2017
Expectations for customer engagement continue to grow at an exponential rate. According to Microsoft’s 2016 State of Global Customer Service Report which surveyed 5,000 customers across Brazil, Germany, Japan, the United Kingdom and the United States, 72% of customers already.
Bold360
MARCH 28, 2017
There are a lot of champagne corks popping in India this week, as Vodafone and Idea finally sign on the dotted line for their merger. The deal will make the new company the largest telecom firm in the country, with a market share of 40%. With long term goals in mind to bring 4G to residents throughout the country, CEO of Vodafone Group PLC Vittorio Colao comments that the merger has “the potential to transform [the] daily life of every Indian.”.
Myra Golden
MARCH 29, 2017
What if the biggest problem with your customer experience was the way your employees spoke with customers? Are your employees ever perceived as indifferent, cold or uncaring? If you called up your own company, mystery shopping as a customer, would you cringe just a little bit at what you heard? If your customer interactions are less than ideal, how would you change them?
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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,
Avaya
MARCH 28, 2017
I recently attended Jeff Pulver’s 2017 MoNage conference to get the latest views on chatbot usage and expectations for serving customers. Jeff Pulver created the Voice over the Net Conference when voice over the internet was in its infancy. As a co-founder of Vonage and other companies, his vision helped drive the industry we all take for granted. He’s brought his vision to the world of chat with his 140-Character conferences and most recently the MoNage conference.
Influitive
MARCH 29, 2017
Quick! What comes to mind when you hear the phrase “online community?” Facebook? LinkedIn? Your company’s support forum? The definition of online community varies depending on who you talk to. Joanne Jacobs, a digital strategist who spoke at a live online session at a past Community Manager Appreciation Day (CMAD), says “Communities are not just.
Amity
MARCH 29, 2017
There are many pieces of advice I’ve given to others when posed with questions such as: “How should I start a Client Success team at my business?” or “What should I look for when hiring my first CSM?” Each piece of advice I give is predicated on one of the many unique facets of this new and wonderful business unit we all call ‘Client Success’ What I’d like to focus on in this post is just one of those pieces of advice and, naturally, it is my favou
Experience Matters
MARCH 29, 2017
We just published a Temkin Group report, Employee Engagement Benchmark Study, 2017. This is the sixth year that we’ve published the benchmark of U.S. employees. The research is based on an online survey on Q3 2016. (Take a look at our Employee Engagement Resource Page). For the sixth year in a row, Temkin Group used the […].
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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.
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