Sat.Feb 04, 2017 - Fri.Feb 10, 2017

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More on the positive ties between good CX and revenue

Customer Bliss

I wrote a few weeks ago about how good CX is tied to revenue gains. I firmly believe that and preach it to all my clients and anyone I ever work with. If you do customer experience right — think in terms of the five core competencies — then you will (over time) create a customer-driven growth engine and see revenue uptick from your customer experience side.

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Focus on the Negative Experiences to Get Positive Results

Experience Investigators by 360Connext

Recent data from InMoment revealed how missing expectations for customers has a greater impact than meeting or even exceeding those expectations. So while you might be doing your best to provide those wow moments for your customers, your competitors might win by simply not disappointing them with negative customer experiences in the first place. What […].

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Why Management Ignores Customers – and 7 Ways to Fix It

Beyond Philosophy

In our customer experience consultancy, we find there’s one thing that consistently prevents companies from adopting a more customer-centric approach. It’s not (as you might guess) cost! Instead, the problem is priorities, and specifically the priorities of people who make critical company decisions. You see, as people move up the chain of command, they get further and further removed from the average customer.

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Social Customer Service Is Changing the Face of Business

GetFeedback

Social is changing the way we do business. In this post, we dig into the best practices for delivering and measuring social customer service.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Developing a New CCO Organization For Dell – During Their Merger With EMC, with Karen Quintos – CB37

Customer Bliss

Episode Overview. Karen Quintos is the EVP and CCO of Dell Technologies, which came about as the result of Dell and EMC merging, which created the world’s largest privately-held tech company. Karen is a great leader, but I also thought this conversation was interesting because of the merger aspect, the tech industry aspect, and the privately-held aspects.

More Trending

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The Future of Customer Service: Human Intelligence (HI) or Artificial Intelligence (AI)

Michelli Experience

I have been slow to accept that, from a service perspective, humans will ever be replaced by computers. I’ve suggested that customers will resist “robots” and I’ve based my thinking in part on the “uncanny valley” hypothesis which postulates that the more robots look like humans the less humans will feel comfortable with them. I am starting to rethink my assumptions and my conclusion.

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The Ship Is Sinking, Yet the Band Plays On

ShepHyken

Common sense must always prevail – especially when it comes to customer service. That said, sometimes companies create strict rules and policies or have a “system” that makes it impossible for an employee to deliver the customer service the company actually wants them to deliver. Recently, I was sitting next to someone on an airplane who was on his way for a vacation on a cruise ship.

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How Business Intel Tools Can Protect Customer Data

Win the Customer

Because you can’t always turn to an expert in times of trouble and crisis, there are strategies you can turn to protect confidential customer information from getting in the wrong hands. Beyond a good customer service experience, customers seek out businesses whose owners are credible and trustworthy, will safeguard their personal information, and stay up on the latest trends.

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Customer Journey Management – it’s not just about the mapping!

ijgolding

Customer Experience is now recognised as a profession – as I am sure many are bored with hearing me repeat over and over again! As with any profession, it is defined by a number of competencies, tools, techniques and methodologies that are recognised and practised by thousands of specialists around the world. It is a challenging profession for a variety of reasons – largely because it is not ‘black and white’ There is no one way of doing anything when it comes to Customer

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The 2023 Verint Experience Index: Retail

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

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The Power of Proactive Customer Communication

Customers That Stick

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

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Amazing Business Radio: Jeremy Watkin

ShepHyken

Jeremy Watkin on How Listening to Your Customer Service Reps Can Give You a Competitive Advantage. Do you realize there is a hidden gem in your customer service department? Shep Hyken speaks with Jeremy Watkin to discuss the strategies you can use to mine that hidden gem, which can give your organization a competitive advantage. But first… Shep Hyken discusses the power of the customer satisfaction survey.

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Your Service Experiences – By Design or By Chance?

Middlesex Consulting

We design our products. We design our organizations. We spend an inordinate amount of time and money designing our software. But, do we design our services? If we were honest, most of us would answer NO! This is unacceptable because as Thomas Stewart and Patricia O’Connell write in their 2016 book “Woo, Wow, and Win” . “A company’s job is to design and deliver delight on its own terms, by fully meeting the expectations of customers.” Think about this; cons

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Moving from Support to a Career in Success

Amity

Say you’ve built a career supporting customers. It’s what you enjoy, or in the least have fallen into. Now, you are continuously hearing buzz about Customer Success, and you are wondering, “What does it take to make that jump into that world?” If you were to draw a venn diagram on what makes a Customer Support and Success Professional effective, there would be a definite overlap, so it is not unprecedented to think this could be a natural career move.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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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Don’t Forget to Map the Employee Journey

Heart of the Customer

A while ago I led a journey mapping workshop at the ICMI conference. It was a ton of fun, as we mapped out how Amanda chooses her new health insurance plan. We looked at how and when to use journey mapping (answers: frequently, and in partnership with customers). During a break, one call center director asked […]. The post Don’t Forget to Map the Employee Journey appeared first on Heart of the Customer.

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5 Top Customer Service Articles For the Week of February 6, 2017

ShepHyken

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. 11 Reasons Why Customer Advocacy is the Bedrock of Your Business by Robbie Richards. (JitBit) In this post, we’ll be discussing the importance of customer advocacy and why you must get on board, or else risk weakening the bedrock of your business.

2017 84
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Why Blaming Your Frontline Will Never Lead to Service Quality

CSM Magazine

Most organizations still believe that if the frontline will just give good service, customers will be happy and loyal. The fundamental flaw is the belief that the frontline must be cajoled into giving good service. In fact, most service staff are doing their best—given the card and processes, they have been dealt. Successful companies are those that stop putting all the blame on employees and work to enhance frontline processes and tools.

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What does bad customer service do to a good business? Guest post by Elena Lockett

ijgolding

We like to talk about what good customer service (CS) can do for a business, but what about at the other end of the spectrum? What can bad cases of CS do to your business? Can it knock your customers’ belief in your brand? Or is it something you can easily recover from by planning in advance? With so many of the biggest brands suffering from many instances of bad press, it’s interesting to understand how they recover from this or if they recover at all.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

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

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9 Steps to Create Amazing Live Chat Customer Experience

LiveChat

I could give you thousand reasons why amazing customer service is worth the effort. For example, better customer service is cheaper than any advertising, happy customers become your brand advocates, bringing others with them and people are more likely to buy from you. These are just a few examples. Amazing customer service should be your mission. Here’s how you can deliver it with a help of live chat.

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Guest Blog: A Hidden Service Blocker – Unconscious Bias

ShepHyken

This week on our Friends on Friday guest blog post my colleague, George Aveling, shares an experience he had demonstrating unconscious bias during the customer experience. This is very true, unfortunately and a story we can all learn from. – Shep Hyken. This article is about something that affects the quality of service delivery. It is evident in many companies.

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There’s More to Service Design Than You Think You Know

Forrester

TSA, America's infamous airport security organization, made headlines earlier this year when they placed the blame on passengers for long lines at airport security, claiming that individuals were at fault for showing up to checkpoints unprepared. Anytime an organization puts the onus back onto the user for not being able to properly navigate a service, a huge red flag should be raised.

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Data Snapshot: CX Expectations and Plans for 2017

Experience Matters

Temkin Group just published a data snapshot, Customer Experience Expectations and Plans for 2017. This annual research effort shows an increase in focus, effort, and spending on customer experience in 2017. Here’s a description of the data snapshot: In December 2016, Temkin Group surveyed 165 respondents – each from a company with $500 million or […].

2017 76
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ABM Evolution: How Top Marketers Are Using Account-Based Strategies

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

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On Cultivating Meaningful Connections With Customers or Why Technology Is The Path To The Dark Side

Maz Iqbal

What does it take to build a connection between you and your customer? Forget the talk, look at what businesses are actually doing. What are they doing? On what are the folks spending money and effort? Are they not investing big sums of money on technology? The answer, as lived, is that the way to … Continue reading "On Cultivating Meaningful Connections With Customers or Why Technology Is The Path To The Dark Side".

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Five Ways Hotels Can Build a Successful Digital Strategy for Improving Guest Experience

Avaya

If research has shown us anything, it’s that companies across virtually every sector are realigning around digitization. So much so that 80% of companies identify digital transformation as their top strategic priority, and nearly half of CIOs plan to spend 50% or more of their time in digital activities by 2021 (compared to 13% currently). Overall, IDC expects spending on digital transformation to surpass $2 trillion by 2019.

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Don’t Forget to Map the Employee Journey

Heart of the Customer

A while ago I led a journey mapping workshop at the ICMI conference. It was a ton of fun, as we mapped out how Amanda chooses her new health insurance plan. We looked at how and when to use journey mapping (answers: frequently, and in partnership with customers). During a break, one call center director asked […]. The post Don’t Forget to Map the Employee Journey appeared first on Heart of the Customer.

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Data Snapshot: CX Expectations and Plans for 2017

Experience Matters

Temkin Group just published a data snapshot, Customer Experience Expectations and Plans for 2017. This annual research effort shows an increase in focus, effort, and spending on customer experience in 2017. Here’s a description of the data snapshot: In December 2016, Temkin Group surveyed 165 respondents – each from a company with $500 million or […].

2017 76
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The Open CCaaS Advantage Report

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.