Sat.Aug 04, 2018 - Fri.Aug 10, 2018

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The Fundamental Guide to the Contact Center RFP


Planning for 2019 already? You’re in good company. Contracting a new contact center outsourcer may be one of the most impactful decisions you make all year (no pressure, right?) You’re putting your brand and your customers in the hands of someone new, whose efforts will have a direct impact on your business, its ROI, and all its related KPIs. It’s the type of decision that is well-suited to a formal RFP and procurement process.

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4 Ways Building a ‘Customer Room’ Can Reshape Your Customer Experience

Customer Bliss

In today’s episode, I chat with Daniel Coullet , Senior Vice President of Customer Success and Experience, and Elizabeth Curtin , Customer Experience Practice Manager at PTC , about defining customer success, and the value of designing customer room for enhancing employee and customer experience. PTC is a B2B global software company that offers a technology platform and solutions to help companies design, manufacture, operate, and service things for a smart, connected world.

2018 175

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Customer Experience Influencers You Must Follow – Part 1

Customer Guru

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. There is no denying that it is critical to business success. But as a CX enthusiast, where do you start?

2018 130
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The Three Pillars of Customer Experience Management


Customer expectations are higher than ever. In a world where convenience is everything, companies need to work harder than ever to meet and exceed their customer’s expectations. But the methods we’re using to manage the customer experience are stuck in the past. We’re still surveying customers the same way we were in the 90s, still battling siloed data and processes, and still relying on guesswork or bureaucratic reports to choose potential initiatives.

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The 2023 Customer Experience Management Value Index

Ventana Research named Verint an Exemplary Leader in the 2023 Customer Experience Management Value Index, leading in multiple categories including Adaptability, Manageability, Usability and Product Experience. Download the Index.

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Customer Experience Metrics: 6 Ways to Measure Customer Support Success


If your customers are happy, magical things happen. They do more business with you. They spend more when they buy. They reward you with loyalty. They tell their friends. They give you free word-of-mouth advertising. So, making sure you are doing everything you need to do to make them happy and keep them happy is one of the best ways to grow your business. Just a 5% increase in customer retention can have a dramatic impact on your bottom line, increasing profitability by a whopping 75%.

2018 100

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2 Ways Internal Client Experiences are key to External CXs

One Millimeter Mindset

What is the role of internal client experiences in creating extraordinary external client experiences (CX)? Customer experience seems to be on everyone’s mind these days. Paying lip service and talking the talk is different than consistently walking the walk. With all the attention focused on acquiring and retaining customers, often the unsung heroes and heroines of this quest are located internally, within the organization.

2018 129
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Don’t Neglect Self-Service to Engage Customers

Heart of the Customer

You probably don’t view Amazon as a competitor. That’s where you’re mistaken. When we look to build a better CX, it’s natural to focus on our people. After all, they are often the heart of our customer experience. However, while we need to ensure a strong person-to-person experience, we also need to make sure the experience is strong even when […]. The post Don’t Neglect Self-Service to Engage Customers appeared first on Heart of the Customer.

2018 101
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CX Storytime Tale of The Anti-Social Socialite

Russel Lolacher

What does it look like when an entrepreneur doesn’t practice what they preach? Stay tuned for a story of literary frustration, online confusion and broken promises. This is the Customer Experience Storytime Tale of… The Anti-Social Socialite The Story ACT ONE: Working in social media and customer experience… it’s exhausting. Continually looking for new books to read, The post CX Storytime Tale of The Anti-Social Socialite appeared first on The Upsell.

2018 114
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Who Are We Really Innovating For?


Innovation still tends to be predominantly inward looking, used primarily to solve business problems and often confined to, and stifled within, siloed business units. At some point we need to ask the question: Who are we really innovating for? To realize the promised rewards, innovation can no longer remain focused on simply generating more marginally successful solutions for market share gain, productivity improvements, or shareholder returns. Innovation must now focus on the customer.

2018 111
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How to Leverage the Top CX Trends of 2023

Want to know where CX is heading in 2023? From the Metaverse and Web3 to how macroeconomic influences are impacting CX, this Trend Report will give you a taste of what is to come in the year ahead and beyond.

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For A Beverage Company, The Answer To ‘How To Build Brand Reputation’ Is Better Customer Service

Magellan Solutions

“We live in a world where your online reputation can be your strongest asset or your biggest liability,” a Forbes article stated. This is true as information is just a click away. Anybody can access the internet and write anything about you and your business. Now, the ultimate question is this: how to build brand reputation ? Brand reputation is pretty self-explanatory. It is how customers see your company, whether it is in the positive or negative light.

2018 92
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How to Drive Conversions with Pre-Sales Surveys


There’s no sweeter deal than a lead who’s ready to buy and just needs a bit of coaxing. But as any salesperson will tell you, hot leads like that are a rare find, not a reliable source of new business. In fact, they’re a lot harder to come by than most people (looking at you, marketers) tend to think. According to Gleanster Research , only 25% of marketing leads are actually qualified enough to pass to sales, and 79% never become customers. Why the discrepancy?

2018 150
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5 Reasons Why Live Chat Integration With MS Dynamics Boosts Customer Satisfaction

ProProfs Chat

Imagine this: You own a cafe and lately you have started encountering a greater footfall. You may have customers like the first time ‘hungry’ visitors, your regular ones who love you no matter what, ‘Anton Ego’ class food critics (refer: Ratatouille), referrals and more. Do they expect the same service from you? Not at all. Your regular ones expect you to recognize them and surprise them with loyalty cards and discounts, so that they feel more valued and delighted.

2018 72
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Voice of the Customer – Gain Valuable Insights From Customer Feedback


How much do you focus on customer retention? Do you dedicate enough manpower, time, and financial resources to this business aspect? If you don’t, you’re likely to hemorrhage money in the long run, given that acquiring new customers will cost you 5 times more than retaining existing clients. If that’s making you feel concerned about your own retention levels, you should start collecting, analyzing, and acting on Voice of the Customer (VoC) data.

2018 79
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How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.

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CX Myth #1: The Customer Is Always Right

Experience Matters

Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. In this series of posts, we debunk these myths. CX Myth #1: The Customer Is Always Right What’s Wrong: Like all human beings, customers aren’t always right. They sometimes complain when the company did nothing wrong, request things that the company can not or should not provide, and periodically just make mistakes.

2018 98
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Amazing Business Radio: James Dodkins


Delivering A Rockstar Customer Experience. Putting Your Customer First By Putting Your Employees First. Shep Hyken sits down with James Dodkins to discuss James’s new book, 136 Ideas For Rockstar Employee Engagement , having an employee mission, and the real definition of customer experience. ? ?. Top Takeaways: James previous experience as a rockstar in a heavy metal band helped him discover that companies can be customer service rockstars, too.

2018 76
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The Customer Experience Technology Stack | Data Visualisation


The Customer Experience Technology Stack | Data Visualisation. by Sam Frampton. on 6 Aug 2018. Data Visualisation. Customer Experience Technology Stack. The best tools to visualize your CX data. Visualisation. You have the data to drive the CX program you want to create. But that data needs to be presentable. Bit-sized. Attractive. You need tools that present your data in a way that’s pleasing and simple to understand. It’s time to visualize. Gone are the days of whiteboard and posters.

2018 81
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How to Improve the Workflow of your Customer Service Department


Your business depends a lot on how you manage issues that your customers face on a daily basis. When you are maintaining a website, you are going to get a variety of queries and requests from your customers. There should be a systematic approach to handle the issues based on their complexity, priority, etc. By streamlining the workflow of your customer service department , you can enhance the customer experience and manage their expectations.

2018 68
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Is Your CX Program Delivering the Results You Had Hoped?

When you launch a CX program, there is often an air of exuberance. A year or two later, however, it can feel like your program has flat-lined and you find it hard to make improvements. If your CX program is struggling, check out our latest whitepaper for tips on how to reverse the trend.

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The average phone call with customers lasts two minutes longer than it needs to.

Myra Golden

I read that the average customer service call lasts two minutes longer than it needs to. And from personal experience in my own business and my years of customer service work, I believe this. Twenty years ago I began teaching a conversation control technique called Ask 3 Closed-ended Questions Back-to-Back. I learned the technique from a consultant I hired to work with my employees in a call center in Tulsa.

2018 75
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Your Customer Service DNA


Some people are just naturally good at providing great customer service. They are people pleasers. They pay attention to details. And, it seems to come naturally to them. So, are they born with it, or do they learn it? How do they recognize that this is what they are good at? Just a few weeks ago I went through an exercise and one of the questions was about my “entrepreneurial DNA.” I took a different approach to the question. It wasn’t just about being an entrepreneur.

2018 87
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What’s In a Name?

Think Customers

There is a discussion brewing among contact center leaders about what to call the front-line employees who handle calls and other customer interactions. Historically they have been referred to as “agents” or “representatives.” But as customer experience takes a more prominent role and these employees become more strategic, those titles don’t go far enough. Contact center employee names are beginning to change to reflect a strategic shift. A 2017 poll from Call Centre Helper poll found

2018 120
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How to enhance sales with visual engagement tools?


Online retail has been revolutionized in recent years; creating ease for consumers while allowing retailers to track and influence the buying process, effectively reshaping how, where and when customers interact with their brand. Yet, all this progress has created a new set of sales challenges.

2018 95
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5 Ways to Supercharge Your CX Strategy

Want more from your customer experience program? This whitepaper outlines 5 tactics to improve your CX strategy and take your program to the next level. Download your copy now!

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Leading Your Customer to the Right Choice

Beyond Philosophy

Choice Architecture, a principle that psychologists have studied for decades, is the concept that describes how the presentation of information affects people’s decision-making. Framing is the tone you use to present your options. How you frame the choices changes your results. These two concepts can help you present your goods or services to customers in ways that influence them to respond the way that you want and drive more value ($$$$) for your organization.

2018 111
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5 Top Customer Service Articles for the Week of August 6, 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. 8 Tips for Delivering Authentic Customer Support by Tamina Steil. CustomerThink) Whether a support delivery is good or bad depends largely on its authenticity. My Comment: Want to deliver authentic customer service that connects with your customers?

2018 67
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A Day in the Life of a CSM Hero: a comic


Customer Success Managers are the superheroes of the SaaS world and face all kinds of challenges on a daily basis. How they overcome these challenges and keep customers successful is what sets apart a good CSM from an amazing one. So check out these tips to solve some of the most common CSM problems! The CSM vs. Firefighting. As a CSM, you’re the guide to customers on their customer journey and you don’t want to let them down.

2018 71
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Lesson #5: You've Got To Know And Use NPS, Even If You Don't Like It


The following is an excerpt from Listen Or Die by Sean McDade, PhD. An important metric in any successful VoC program is NPS , or Net Promoter Score. You should know a lot about NPS before you begin VoC. This is why this lesson is so early in the book. NPS is well known across industries, in companies of all sizes, and throughout executive boardrooms.

2018 70
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Stay Ahead of the Game

Want to know where CX is heading in 2022? Check out our 7 key predictions on how CX will evolve over the coming year and beyond. Download your copy now!