Customer Bliss
JULY 6, 2017
Let’s talk about silos for a second. The concept of silos is so pervasive in business that I don’t even need to define what they are for you — there’s nearly a 100 percent chance you already know. And, to be honest, they’ve been around for years. Machiavelli was actually writing about them in 1513. There’s an argument among some future of work thought leaders that silos don’t even need to exist anymore.
InMoment XI
JULY 6, 2017
In an earlier blog, my associate—Al Goldsmith—talked about what Mystery Shopping is used for. In essence, it is used to measure against service metrics in an effort to identify gaps in customer service delivery. But how does an organization, when considering a mystery shop program to assess site-level compliance, ensure maximum benefit while meeting budgetary.
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Alida
JULY 6, 2017
Companies plan to invest heavily in customer experience (CX) in the next few years. In fact, according to a recent study, 60 percent of marketers already increased their CX budget this year. Money alone, however, won’t improve the experience customers have with your brand. Operationalizing CX and measuring its impact to the bottom line are important steps to scaling CX programs and accelerating buy-in.
Beyond Philosophy
JULY 3, 2017
For many organizations, the initial improvements in Customer Experience have long since passed. The early gains in Net Promoter Score (NPS) have faded into legend and the NPS now languishes in a plateau, quarter after quarter. Many organizations are scratching their heads wondering, “What now? However, they would be better off asking, “What’s next?”.
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Customer Bliss
JULY 4, 2017
Episode Overview. Mark Slatin is the Director of Client Experience for Sandy Spring Bank. They won CX Innovation Awards in both 2015 and 2016, so he seemed like a great person to bring on and discuss what he’s doing with his team — and how/why. About Mark. Mark leads the client experience efforts at Sandy Spring Bank, the oldest and largest independent Maryland-based bank.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Alida
JULY 5, 2017
In a dynamic and sometimes struggling retail environment where online giant Amazon buys grocery chain Whole Foods , consumer packaged goods (CPG) companies must build brand awareness and harness the insight of shoppers if they are to win the battle for shelf space. It takes more than just financial investment to stay relevant amidst all the turmoil.
Amity
JULY 7, 2017
We’ve all been there. Churn, cancellation, breaking up. Call it what you may, it hurts. As it is in life, it is also true in business – when you go through a breakup, you should take the time to reflect, learn, and adjust accordingly. I am sure that you have heard this saying before, but it is worth repeating: “those that do not learn from history are doomed to repeat it” (George Santayana).
CSM Magazine
JULY 3, 2017
New research shows that customers are just as likely to share a positive experience as a negative one. Read on to learn more. Customer service professionals could be forgiven for thinking that their efforts to ensure top-quality assistance go largely unnoticed; we have a tendency to assume bad experiences have a more lasting impact on customers, and that a good customer experience is quickly forgotten.
Andrew Mcfarland
JULY 5, 2017
Despite notions to the contrary, we are not in the customer experience business to make customers happy. According to one definition I read recently, the purpose of a customer experience team is to meet or exceed “customer expectations, thereby, increasing.
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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
Heart of the Customer
JULY 6, 2017
And neither should you. In CX, we love to talk about our survey results. We report the latest Net Promoter Scores, or show how we did in satisfaction last quarter. Yet, as I talk with CX practitioners, I hear about how it’s often hard to get the business to care. And, really, why should they? […]. The post Your business doesn’t really care if your customers are likely to recommend you appeared first on Heart of the Customer.
ClearAction
JULY 3, 2017
Customer Experience Transformation Through Proactive Engagement Lynn Hunsaker. “Employee engagement drives transformational changes that enable you to have quality in everything you do,” explained Carolyn Muise, Vice President of Total Customer Experience (TCE) at EMC. In our interview on my Customer Experience Transformation talk show, she continued: “We’re shifting from reactive to proactive mode.
CSM Magazine
JULY 4, 2017
Your most important assets are not your customers and your employees. It’s how your customers and your employees feel about your company. Your success as a customer service manager is directly proportional to your ability to drive simultaneously customer satisfaction and employee engagement. Happy employees are inclined to go above and beyond for your customers.
Amity
JULY 4, 2017
This post is a collaboration with our partner Wootric , the Net Promoter Score platform for boosting customer happiness. NPS is a simple one-question survey in which you ask your customer “How likely are you to recommend our product to friends or colleagues?” Because NPS is a strong indicator of customer satisfaction across support, product, success, and more, it’s meaningful for all departments.
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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ReviewTrackers
JULY 6, 2017
Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: create emotional experiences with consumers by responding to customer feedback. Subscribe to receive these stories and more every week in your inbox. Email *. Comments This field is for validation purposes and should be left unchanged.
NICE inContact
JULY 7, 2017
The pace of business innovation moves at speeds that were unfathomable just 20 years ago. Internet, personal computers, and even phones have evolved to unimaginable capabilities, transforming the contact center industry, and for that matter the business world. For instance, our phones have more powerful computing abilities than the first computer I owned.
CSM Magazine
JULY 3, 2017
If you are greeted by name next time you enter your favorite store, don’t worry, it is not a prank, you might be witnessing AI at work. The efforts companies make to customize the experience are triggered by the need to secure existing clients and attract new ones by positive word of mouth. Brand loyalty is hard earned and easily shattered by just ignoring a tweet.
ijgolding
JULY 3, 2017
Without repeat business , your company will cease to exist. One of the easiest ways to generate repeat business is to answer your customer’s questions and provide additional information. When a customer asks a question, sales associates are presented with an opportunity to build a relationship with someone who is fully engaged in the purchasing process.
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
CustomerGauge
JULY 4, 2017
American Express, ABN AMRO, HSBC, Royal Bank of Scotland (RBS), USAA have one thing in common – they are all financial services companies operating in a sector not so famous for customer centricity. The average NPS® score for the financial services sector sits at 34, whereas industries like technology and consumer brands are above with […].
Provide Support
JULY 6, 2017
Customer engagement is the future of e-commerce. – Brennan Loh, head of business development of Shopify. Now that global consumers are able to purchase nearly anything they wish on whatever device they want and wherever they happen to be, the eCommerce customer experience has dramatically changed. And while competition has grown and will continue to grow (according to Big Commerce, eCommerce is growing 23% year-over-year ), businesses of all sizes ultimately must learn to separate themselv
Eptica
JULY 5, 2017
Date: Wednesday, July 5, 2017 Driving digital transformation within insurance. Published on: July 05, 2017. Author: Pauline Ashenden As in many industries, the insurance sector is experiencing radical changes due to digital transformation. Nearly 80% of consumers want to use digital channels such as the web, email, social media and chat to interact with insurers.
CSM Magazine
JULY 3, 2017
‘Canity’ helping overcome bad customer service. A phone call from entrepreneur and customer service guru Kym Illman to his airline carrier recently ended in him providing the unwitting call centre staff member with some on-the-spot training in phone skills. Messages On Hold and Canity Head, Kym Illman. As founder and head of voice branding company Messages On Hold , it’s something the Adelaide-born former disc jockey is well qualified to provide advice on.
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Michelli Experience
JULY 4, 2017
Great leaders often ask me to help them create “customer value”, while others ask me to help them create “profit.” For me, the only way to generate sustainable profit is by developing a core competency for customer value creation. Chasing profits is a tiring and stressful endeavor – creating value is an innovative and energizing pursuit. You have a customer solution, now what?
iPerceptions
JULY 5, 2017
We’re halfway through 2017 already, and there continues to be a steady flow of great and interesting articles and studies that dive deep into the customer experience. Let’s look at some of the biggest stories and trends about the customer experience that came out this month.
Magellan Solutions
JULY 4, 2017
Many healthcare providers find themselves in a challenging position every day, one that involves choosing between their patients and their desired service quality. In their attempt to provide a more professional, business-like treatment, sometimes the very people they committed to serve first, end up being relegated. This unfortunately common scenario can result in low patient satisfaction levels and unprofitability of the healthcare provider.
CSM Magazine
JULY 3, 2017
Lately it feels like a precarious time to be a customer service employee. Thanks to the millennial influence, customers are turning to digital self-service tools more than ever, and Artificial Intelligence is developing to the point where chatbots and chatting humans are becoming interchangeable (sad face emoji). If there’s a pushback on automated customer service solutions from customer service agents, it’s a pretty understandable shove.
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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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