Experience Investigators by 360Connext

APRIL 17, 2017

Have you ever had to deal with a customer who was really angry? While most days aren’t perfect, if generally takes a lot for us to get red-in-the-face angry. Of course there are exceptions to this rule, and some people are just plain nasty. But most of us don’t set out looking for conflict, and that includes your customers. So let’s talk about when customers are furious- when they are so angry they yell at representatives of your company.

Feedback 215

Feedback Call Center Customers Communication 215

Alida

APRIL 19, 2017

A renowned luxury fashion brand announces deep job cuts. A multinational discount shoe retailer files for bankruptcy protection. A major department store chain, once the biggest name in retail, admits that its future is now in doubt. These examples are just a sampling of the stunning headlines coming out of the retail sector. Dubbed the “retail apocalypse,” the recent wave of retail closures is one of the biggest the business world has ever seen.

Retail 173

Retail E Commerce Sports Fashion 173

Customer Bliss

APRIL 18, 2017

Episode Overview. Anne Herman is the Chief Customer Officer for MSA – The Safety Company, the world’s largest manufacturer and distributor of safety equipment. If you’ve ever seen this specific hardhat on a construction project or road crew, that’s MSA: Anne began her career as an engineer, moving to global quality and operations.

Chief Customer Officer 118

Chief Customer Officer B2B Leadership B2C 118

Beyond Philosophy

APRIL 18, 2017

Every company has ups and downs, but what if yours has had a few quarters of disappointing revenue? You might be thinking it’s time for a big marketing investment, but where would you focus your energy? A. On rewarding regular customers with promotions to keep them coming back. B. On improving the customer’s experience at the time of purchase. C. On providing comparison shoppers with rational reasons to choose your product over another one.

Sales 124

Sales Loyalty Programs Consulting Loyalty 124

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GetFeedback

APRIL 19, 2017

In the financial services industry, client relationships hinge on more than just customer service.

Financial 170

Financial Customer Service Customers 170

Customer Bliss

APRIL 19, 2017

Guest Post by Mary Walton, author at SimpleGrad – Education and Writing Tips. E-Commerce site’s leadership often focuses on end to end customer experience for their shopping sites, by using CX approaches like Customer Journey Mapping and advanced approaches like establishing Customer Rooms. But sometimes the basics can be overlooked. So here are 9 fundamental and perhaps obvious ways in which online shopping experiences can be improved. 1.

E Commerce 168

E Commerce Customer Journey Mapping Financial Leadership 168

Beyond Philosophy

APRIL 19, 2017

A new Kibo study called the “ Consumer Trends Report, 2017 Edition ” reveals that 76% of respondents research prices on a product they want to buy, up 10% from the year previous. Moreover, 68% said price is the biggest reasons they shop where they do. These numbers would lead one to believe that price is still king in Customer Experience, but one would be wrong.

Hotels 123

Hotels 2017 Loyalty Article 123

Michelli Experience

APRIL 18, 2017

I was going to write a blog about all the missteps involved in the United Airlines customer experience disaster. Then I started seeing an “abundance of critics” rushing out of the woodworks – some of whom clearly have never tried to help a company strike a balance between customer needs and profitability. With all this angst about the state of United’s customer experience and the doomsday reporting about the “fatally flawed” nature of air travel in general, I was reminded of that classic l

Airlines 92

Airlines Travel Transportation Customer Centricity 92

Michel Falcon Experience

APRIL 19, 2017

Hello everyone! In last week’s video I shared the 3 customer service skills your employees must have to create customer loyalty. In this video, I’m going to share my 5 go-to customer service interview questions to ensure you’re hiring the right people to represent your company. . To create an exceptional customer experience we know that our employee engagement must be extraordinarily high.

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Customer Service Customer Centricity Download Customers 79

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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

APRIL 20, 2017

I realize everyone and their mother and their mother’s dog walker has weighed in on the United incident by now, but people have been prodding me for my formal response. And so I am parsing it out for you in two parts. This will be Part 1. It’s a blog post explaining one angle I think is under-discussed, which is the impact on employees of a brand when an incident like this occurs.

Social Media 129

Social Media Airlines Financial Leadership 129

Beyond Philosophy

APRIL 17, 2017

When United Airlines brutally forced a senior citizen off a flight this week to accommodate United crew members, the social media world lit up like a Roman candle. You’ve probably seen the viral video of the man being seized by his arms and roughly dragged down the aisle by police officers, his shirt riding up, his face bloodied, and his glasses skewed on his head as horrified passengers watched.

Airlines 111

Airlines Social Media Travel Customer Centricity 111

Experience Matters

APRIL 20, 2017

We are finally seeing a movement by the general business world to seriously focus on the role and value of employees, which is why “Embracing Employee Engagement” is one of our 2017 CX Trends. Temkin Group has viewed employee engagement as a critical foundation for customer experience since our inception. It’s one of our Four CX Core […].

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Employee Experience Engagement 2017 Customer Experience 87

ShepHyken

APRIL 19, 2017

Last week was a bad week for the airlines. The United Airlines customer service debacle hurt all airlines, not just the United brand. It’s not uncommon for flights to be overbooked, delayed and cancelled. Passengers get angry. Airline personnel get angry. “Travel hassle” can be very stressful on everybody. I love it when I take a flight that is on time.

Airlines 87

Airlines Government Travel Customer Service Training 87

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

ijgolding

APRIL 19, 2017

This month, in my exclusive column for CustomerThink, I continue to explore in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. I must remind readers that the ‘tips’ are in no particular order – tip number five is no less important than tip number one – although all the tips are connected to each other in some way.

Customer Experience 76

Customer Experience Customer Centricity Metrics Financial 76

ClearAction

APRIL 19, 2017

10 Keys to Organic Growth via Customer Experience Lynn Hunsaker. User experience design, customer care, CRM, VoC, engagement / retention / loyalty programs — all of these inject insights and tailoring to customers’ needs and the company’s growth. However, the combination of these efforts falls short of what’s need for idiot-proofed customer experience excellence.

Customer Experience 71

Customer Experience Customer Centricity Innovation Loyalty Programs 71

Experience Matters

APRIL 17, 2017

Amazon.com CEO Jeff Bezos recently sent a letter to shareholders sharing his view on how Amazon would avoid what he calls “Day 2,” because… Day 2 is stasis. Followed by irrelevance. Followed by excruciating, painful decline. Followed by death. And that is why it is always Day 1. I’ve shared the full letter below, but want […].

Customers 117

Customers Customer Connectedness Leadership Customer Experience 117

ShepHyken

APRIL 17, 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. Getting More Referrals = Letting People Your Customers Care About Know About Brands That Care About Them by Joseph Michelli. (Joseph Michelli) Here are some broad approaches to activating promoter behavior in your loyal customer base.

2017 79

2017 Article Social Media Customer Service 79

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

ReviewTrackers

APRIL 19, 2017

The Forum for Healthcare Strategists is presenting the 2017 Healthcare Marketing & Physician Strategies Summit , to be held May 8 to 10, 2017 at the JW Marriott in Austin, Texas. The summit is considered to be one of the leading conferences for executives in marketing, strategy, and physician relations from healthcare-related organizations. Award-winning customer feedback software company and patient experience technology partner ReviewTrackers will be one of the exhibitors at the summit.

Healthcare 101

Healthcare Innovation Marketing 2017 101

Influitive

APRIL 19, 2017

When it costs 6X more to attract a new customer than it does to keep an existing one, does it still make sense for marketers to focus mainly on generating new leads, rather than nurturing current customers? (Nope!) As more and more companies turn their focus away from short-lived marketing campaigns, and towards building ongoing.

Marketing 70

Marketing B2B Customers 2017 70

AskNicely

APRIL 17, 2017

(developing executive buy-in). In the last post, we took a look at what NPS is and why you need to pay attention. In this post, we’re gonna to take a look at how you can achieve ‘executive buy in.’. After all, if your executives are not on board, your company can’t really benefit from NPS. The trouble is they probably won’t believe right off the bat, if you just tell them that NPS is awesome.

NPS 60

NPS Social Media Net Promoter Score Customer Satisfaction 60

ShepHyken

APRIL 21, 2017

This week on our Friends on Friday guest blog post my colleague, Dianna Booher, shares ideas for handling tough personalities while offering great customer service. Solving customer problems is expected. The key is to do it in such a way that also restores confidence, even when the customer is difficult. – Shep Hyken. Know-it-alls walk the halls at almost every organization—from the basement to the executive floor.

Blog 85

Blog Airlines Social Media Communication 85

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Heart of the Customer

APRIL 18, 2017

Journey mapping is worthless without the organizational focus to improve. This article shares how the YMCA of the Greater Twin Cities used journey mapping to better retain their Millennial customers. The post YMCA Quirk’s Cover Story appeared first on Heart of the Customer.

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Article Customer Journey Mapping Customers Customer Journey 60

Kayako

APRIL 20, 2017

Customer support teams focus their efforts on three goals: solve the problem, make the customer happy and set them up for success. In essence, the support team is responsible for delivering a great customer experience. The way we go about achieving these staples of support may vary, but we’re all working towards the same end goal: a better customer experience.

Customer Journey 57

Customer Journey Multi-Channel Loyalty Customers 57

transcosmos Information Systems

APRIL 19, 2017

For the unfamiliar, a help desk ticketing system is a tool that companies use to track if things are being done as they should. For each task or concerned customers, there’s a ticket issued with details about what was done, who did what and when, and what else needs to be resolved, among other information. An ideal ticketing system should be designed to allow event registration, assignment of a ticket, tracking of changes on a ticket, sending ticket status updates to other departments, and closi

Events 85

Events Document Information Sales 85

ShepHyken

APRIL 18, 2017

Amy Downs on How Customer Obsession Can Drive Your Bottom Line. Are you obsessing about taking care of your customers? If not, maybe you should! Shep Hyken interviews Amy Downs, Chief Customer Success and Happiness Officer at Lifesize, a connected video conferencing company, about why you should be obsessed about taking care of your customers. First Up: Shep Hyken’s opening comments focus on April being customer loyalty month.

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Net Promoter Score Customer Retention 2014 Loyalty 73

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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