Experience Investigators by 360Connext

FEBRUARY 9, 2018

No matter what language they speak, there’s typically a barrier between the language brands use internally and the language customers use while trying to get something done. Yet it really isn’t what they hear, but how it makes them feel and what it makes them want to do next. Does it drive the next best action, or leave them scratching their heads and dropping out of the journey? We’re all guilty.

Touchpoint 207

Touchpoint 2018 Workshop Customer Journey Mapping 207

ShepHyken

FEBRUARY 9, 2018

This week we feature an article by Kristin Erikson writes shares great customer service training tips and ideas that will help your company build brand advocacy. Remember customer service training is not something you di, it’s something you do. – Shep Hyken. What is the most important thing you can do to improve relationships with your customers? The answer is as obvious as it is overlooked: improve customer service.

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Customer Service Training 2018 Blog Brands 171

Lumoa

FEBRUARY 6, 2018

The future of customer experience is decided. Isn’t it? Probably not. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you. Some time ago we released the first part of the interview answers, and this week guests are Lynn Hunsaker, Peter Lavers, Jane Treadwell-Hoye, Melinda Gonzalez, Matt Dixon, Vicki Amon-Higa and Raul Guillermo Amigo.

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2018 Customer Centricity Customer Experience Sports 129

Customer Bliss

FEBRUARY 9, 2018

The following post is an excerpt from my book: Chief Customer Officer 2.0. Below, I share a “My Rock, My Story” snippet – which is one of many featured throughout the book. These stories come from CCOs who have faced numerous challenges, yet persevered in pushing their metaphorical “rock up the hill” by uniting their leadership teams, working through challenges, and ultimately achieving success in doing so.

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Customer Journey Mapping 2018 Customer Journey Workshop 190

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CX Accelerator

FEBRUARY 3, 2018

Using DiSC in a customer service context to enhance both the customer and the agent experience. There is a plethora of training options available to service leaders who are looking to enhance the communication skills of their agents. Having had exposure to many of these, DiSC is my top choice with the most significant impact. Having now studied DiSC and received my credentials as a certified facilitator, there is no mystery why the tool is so great for a customer service environment.

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Interaction 2018 Customer Service Sports 140

ShepHyken

FEBRUARY 7, 2018

It drives me a little crazy when I receive an advertisement in the mail from my cable TV or phone company offering me an incentive to sign up with them. First, I’m already a customer and can’t understand why they can’t figure that out. Second, why is the price they are offering a new customer lower than what I’m currently paying? This concept, offering a new customer a better deal than an existing customer, is nothing new. (I’ve I’ve even written about this before.)

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2018 Travel Advertising Customer Service Training 123

ijgolding

FEBRUARY 5, 2018

This year, Ian Golding (that’s me), will officially become the author of a book. A lifetimes ambition, I am beyond excited!! However, I would never have got to the point of being on the brink of achieving my ambition without the support of many people. A significant amount of support came via my crowdfunding campaign on Kickstarter. I feel genuinely blessed that so many people believed in what I am doing enough to pledge their support to make my dream come true.

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Culture 2018 2008 Hotels 105

TechSee

FEBRUARY 5, 2018

Visual experiences are gaining traction within customer interactions. Visual engagement has been proven especially effective across a wide range of sales, marketing and customer service and support scenarios, providing the quickest route to success and resolution in a number of use cases.

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2018 Customer Service 2016 Call Center 132

InMoment XI

FEBRUARY 6, 2018

I’ve written about this experience before, and amazingly, my experience hasn’t improved in the past couple years. It’s the coffeehouse slow and inefficient service that I’m talking about. On Saturday mornings, I frequently go with my son to grab a quick breakfast before we get to his early-morning music lesson. He always orders the same. View Article. Retail

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2018 Article Customer Experience Retail 200

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Myra Golden

FEBRUARY 6, 2018

Do you find it difficult to get customers to accept your word as final? Like, do they just come back and ask their question another way. Or even better, do they ask to talk to your manager? The thing is, we all need to get better at making our answer the final answer. It’s pretty easy to give a firm answer when you have the right approach. Making your answer the final answer comes down to two things. You must be assertive, and you must be direct.

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2018 Definition Call Center Customer Service 116

Oracle

FEBRUARY 8, 2018

Smile and dial, focus on interactions, list build, stay organized, always have a reason to call. These timeless sales principles have been preached in countless sales trainings, team meetings, and one-on-one sessions, decade after decade. “Live by these rules, and riches will abound,” they say. Well, that usually does get you by. And if your intention is to cruise to 100% quota attainment by the quarter’s end, perhaps these principles suffice.

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2018 Interaction Consulting Engagement 101

Beyond Philosophy

FEBRUARY 8, 2018

You are irrational. Your friends are. Your manager is. I am, too. Unless you know a Vulcan, everyone you know is irrational. People are irrational by nature. In my latest book, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level my co-author Professor Ryan Hamilton of Emory University and I explore the influence of our emotions on our behavior as customers.

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2018 Books Webinar Consulting 135

InMoment XI

FEBRUARY 6, 2018

I’ve written about this experience before, and amazingly, my experience hasn’t improved in the past couple years. It’s the coffeehouse slow and inefficient service that I’m talking about. On Saturday mornings, I frequently go with my son to grab a quick breakfast before we get to his early-morning music lesson. He always orders the same. View Article. Retail

2018 200

2018 Article Customer Experience Retail 200

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UJET

FEBRUARY 9, 2018

Every year, companies like LinkedIn, Glassdoor, and Indeed put out lists of the top places to work. From hammocks and ping-pong tables to fully stocked break rooms and rooftop zen gardens, it may seem like company culture is directly tied to the amount of money you’re willing to spend. But a recent visit to a contact center, which happened to be located inside of the Perryville Correctional Facility in Arizona, proved the exact opposite: an awesome culture isn’t something that’s bought.

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Contact Center 2018 Culture Customer Experience 105

Customer Guru

FEBRUARY 6, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we started the initiative of sharing a series of interviews with top-notch CX experts in India to spread this awareness. Our guest for this week is Mr. Bipin Narang, a leading CX enthusiast in India.

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2018 E Commerce Management Customer Centricity 99

Customer Bliss

FEBRUARY 8, 2018

We recently learned that a good friend of ours and member of the Customer Experience Professionals Association , Diana Helfinstine , VP of Customer Experience at Essilor , the world’s largest manufacturer of eyeglasses has passed away. In tribute to Diana, who has been a pillar in the CX community, we’re revisiting this podcast episode.

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2018 Customer Journey Mapping B2C B2B 100

InMoment XI

FEBRUARY 8, 2018

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. As a customer-centric business, decisions should always be made based on customer benefit. This requires a precise understanding of how customers experience the business at the various interaction touchpoints and of where opportunities for improvement exist. View Article. General

Touchpoint 200

Touchpoint 2018 Management Download 200

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Kayako

FEBRUARY 7, 2018

Support reps get tons of training from the moment they start their job—whether it’s on products, new feature launches, or soft skills like communication. This is great. Training gives new hires a solid baseline to start their jobs and do them well. While training is vital, it isn’t enough to help employees grow professionally at your company or in their careers.

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2018 2015 Feedback Customer Service 84

Influitive

FEBRUARY 7, 2018

As an Advocate Marketing Manager at Cisco, I’m always striving to make our customers happier and more successful. We’re very lucky to have established a large, global community of Cisco certified professionals who are passionate about our products and lifelong learning since we launched our training and certifications program in 1993. For example, our.

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2018 Customer Engagement Engagement B2B 78

Experience Matters

FEBRUARY 8, 2018

It’s hard to keep up with everything that Temkin Group published in 2017, so we put together a couple of infographics to highlight some of the key data insights. The initial infographic examined CX efforts and ROI. In this infographic, we examine 12 factoids on CX ratings, people, and leadership. Below the infographic you’ll find links to download the graphic (as well as a poster), along with links to the referenced content.

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2018 Leadership 2017 Download 82

InMoment XI

FEBRUARY 8, 2018

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. As a customer-centric business, decisions should always be made based on customer benefit. This requires a precise understanding of how customers experience the business at the various interaction touchpoints and of where opportunities for improvement exist. View Article. General

Touchpoint 200

Touchpoint 2018 Management Download 200

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Oracle

FEBRUARY 6, 2018

Artificial intelligence is no longer about bots taking over the world. It’s one of the most important and viable trends in customer experience, according to Paul Greenberg , and will only continue to be leveraged in more sophisticated ways as brands seek to get closer to the customer. The SmarterCX team recently asked consumers how they feel about artificial intelligence and data personalization, and the line between creepy and convenient interactions.

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2018 Definition Presentation Brands 81

Centriam Customer Experience Lab

FEBRUARY 8, 2018

To help you build or improve your business cases, Centriam built a single page summary — a map of sorts — which outlines twelve different financial gains resulting from customer experience improvements. These twelve drivers are aggregated into five categories. Financial Drivers

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Financial 2018 Customer Experience Customers 87

NICE inContact

FEBRUARY 6, 2018

Watch first-hand how the customer experience differs for customers using a traditional, multi-channel routing customer service solution, compared to a true omnichannel customer experience in this video. Follow the twins, Jimmy and Johnny, to see for yourself what happens as each of them tries to execute a quite mundane task: reschedule a service appointment for their cars. The differences are striking: Jimmy has to patiently wait on hold, whereas Johnny’s call is picked up right away.

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Omnichannel 2018 Multi-Channel Customer Experience 74

Provide Support

FEBRUARY 4, 2018

The benefits of real-time visitor monitoring in chat support. As a live chat software provider , we saw many of our clients adding direct messenger links to their websites and missing on the opportunity to see additional details about their customers and improve the quality of their customer service. Direct links to the messenger, although they allow the customers to chat with the company, don’t have the capability to pass any information from the visitor’s browser.

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2018 2003 2017 Blog 84

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