Experience Investigators by 360Connext
FEBRUARY 1, 2016
Employee engagement is a key driver in delivering great customer experiences. Without a dedicated and engaged workforce, customer complaints increase, loyalty decreases, and the company is less successful. And while it’s of course critically important to keep employees engaged and enthused about their work, it starts with who they are. Toxic people come in many forms, […].
Customer Bliss
FEBRUARY 2, 2016
Your company’s CX work will be successful when you take a stair-stepped approach to gaining leadership clarity and commitment to the framework. What you stand for as a company will shift over time as you embed the five competencies. The Chief Customer Officer role will evolve as you progress through the phases of The Customer Experience Maturity Map.
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Bill Quiseng
FEBRUARY 1, 2016
This was originally published as a guest post on Shep Hyken’s customer service blog. . There are only two ways to make a profit in business. One way is to increase sales. The other is to reduce costs. Companies have relied on technology to reeduce one of the most expensive costs in any business – human labor. Banks have replaced tellers with ATM’s, direct deposit and internet banking.
Beyond Philosophy
FEBRUARY 1, 2016
Do you nudge your customers? Most businesses do, whether they know it or not. A nudge propels a customer toward the behavior you want – whether it’s purchasing a product, signing up for a subscription or making a repeat visit to a retailer. The theory behind a nudge is that positive reinforcement and indirect suggestions can change people’s behavior at least as effectively as rules and instructions.
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
Experience Investigators by 360Connext
FEBRUARY 3, 2016
Managing time and workload will be the biggest challenge that customer support professionals face in 2016. With the rise of multichannel support, there’s a risk that support professionals will burn out if they don’t take steps to manage their workload more effectively. A new study by Kayako looked into the state of the customer support […].
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Steve DiGioia
FEBRUARY 2, 2016
you won't be successful without them. This original article was written by Steve DiGioia. The world of business is fraught with a myriad of theories, quotes and snippets of information all designed to help wide-eyed junior entrepreneurs become successful. Then there are the wise sages who are paid handsomely to bestow others with their experience and long-held beliefs.
Beyond Philosophy
FEBRUARY 3, 2016
A new study from Lund University reveals that our brains forget things on purpose. Essentially, the researchers discovered that our brains not only have learning mechanisms, but also forgetting mechanisms, and each is important to our thinking. This news is great for forgetful types! We thought it was because we were daft, but it turns out, forgetting is science, not stupidity.
Win the Customer
FEBRUARY 1, 2016
Gartner reports that failure to respond to customer service requests on social media may result in a 15% churn rate, which can mean millions lost. If your customers come to you via social media seeking support, not responding in a timely manner can greatly impact your bottom line. The hard part is that social media never sleeps. When customer service phone lines aren’t operating, consumers with problems may message brands on networks such as Facebook or Twitter in hopes of reaching a repre
ijgolding
FEBRUARY 4, 2016
How do you become a Customer Experience Professional? I cannot imagine that there are young children all over the world who wake up dreaming of becoming one!! I personally wanted to be a police officer when I was a little boy – my life did not quite work out like that! I think it is fascinating to understand how people end up doing something like CX…… and so I am absolutely delighted to share with you one professionals story in this post.
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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
Michelli Experience
FEBRUARY 2, 2016
There’s accountability and there’s ACCOUNTABILITY. Try this one on for size…. Would you be willing to be held to a standard (which I refer to as the “tremble effect”) when it comes to the quality and consistency of experiences you and your team provide to your customers? The “tremble effect” seems an apt description of something that a former AT & T Chariman C.
Kristina Evey
FEBRUARY 2, 2016
Almost every company in the world interacts with customers on the phone to some extent. But how many do it WELL? This podcast shares proven methods that will present your company in the most professional manner anytime a customer calls. The way you work with customers and callers over the phone forms an impression about your level of caring, knowledge, and professionalism.
Win the Customer
FEBRUARY 5, 2016
Did you know that that delivering customer happiness is one of the easiest parts of working in support? And that the greatest challenge for customer support professionals is tackling burnout? Kayako have recently surveyed a cross-section of customer support professionals to discover what motivates, excites and challenges them about their jobs and what challenges they face in 2016.
Customers That Stick
FEBRUARY 4, 2016
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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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Heart of the Customer
FEBRUARY 3, 2016
It’s no secret around here that journey maps are key to a successful customer service strategy for your business. We do a lot of customer journey mapping, using data straight from your customers. But there’s more than one kind of journey map, which can lead to questions about what kind of map to create—but also, […]. The post Journey Mapping = Effective Customer Service Strategy appeared first on Heart of the Customer.
Experience Matters
FEBRUARY 4, 2016
Every year, Temkin Group publishes a lot of leading-edge customer experience research. In case you missed some of it, we decided to create this infographic with 15 of the top data factoids from across many of our reports: You can download (and print) this infographic in different forms: Infographic: infographic in pdf, infographic in png Poster (18″ x 24″): poster […].
Win the Customer
FEBRUARY 3, 2016
Measuring the success of customer service isn’t as simple as just looking at reviews, sales figures or the amount of potential customers your store receives. There are a wealth of statistics and metrics to monitor to understand customer experience. As well as the minefield of potential bad reviews to navigate. The best solutions intercept unhappy clients and ask for feedback that comes directly back to you, preventing third party criticism.
Andrew Mcfarland
FEBRUARY 2, 2016
Sometimes we subject our employees and customers to the same dismal treatment day after day as if they should accept it willingly. Instead, many would prefer a fast end to the perpetual misery of buying from (and dealing with) us.
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
Magellan Solutions
FEBRUARY 3, 2016
With more than 650 million users, Twitter is an obvious choice for companies that wish to provide social media customer support. The platform gives them access to millions of users – enabling them to respond to tweets and company mentions in real-time. This makes it possible for them to keep customers engaged, to make regular updates about the brand, and to maintain a high level of responsiveness to incoming tweets.
Eptica
FEBRUARY 5, 2016
Date: Friday, February 5, 2016 Meeting Millennial Customer Expectations. Published on: February 05, 2016. Author: Neil Cox In 2015 the US Census Bureau reported that Millennials outnumbered Baby Boomers for the first time , meaning they now make up a quarter of the population. Here’s the breakdown: 1 million Millennials (born 1982-2000) 66 million Generation X (born 1965-1982) 4 million Baby Boomers (born 1946-1964) We’re currently at a tipping point, as more and more Millennials joi
Think Customers
FEBRUARY 2, 2016
Last week, I received a nice surprise in my email inbox. To help celebrate its 50th anniversary, Mountain Creek, a ski resort in Northwest New Jersey, notified customers that it was offering $7.50 lift tickets after 3 p.m. that day (equivalent to the cost of a lift ticket there in 1965). As an avid skier who lives a short distance from the resort, I took advantage of the deal and skied for a few hours Friday night.
Win the Customer
FEBRUARY 5, 2016
Information technology exists for the sole purpose of bringing customers and businesses closer together. It facilitates everything from sales to customer support. It should enhance every aspect of a business. The problem is that IT flaws can cost you customers. Your customers may be exposed to identity theft, incur costs from their credit card providers, and be forced to go through unfortunate situations because they were or are one of your customers.
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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,
Topdown
FEBRUARY 4, 2016
I came across an interesting take on customer experience (CX) improvement in an article by David Gee in CIO called “ The Customer Experience Algorithm.” After reiterating that CX is the “holy grail” for most enterprises, the acknowledged key to customer loyalty and increased revenues over time, Gee explores the idea of approaching CX as a math problem to be solved – something that can be broken down into its core elements, wrangled into a formula, and repeated reliably for long-term results.
Storyminers
FEBRUARY 2, 2016
Last week’s post predicted that customers won’t stand for technology that constantly sells to them. It predicted 2016 as the year predictive analytics and other ‘sensing’ technologies will be used to serve customers first. Chick-fil-A [private], now America’s favorite chain restaurant, is proof. The Cathy family have been building their brand based on service (they […].
Natalie Petouhof
FEBRUARY 2, 2016
Tweet. Helpshift’s customer support platform for mobile shares proprietary data reveals the importance and impact of in-app support for the mobile industry. Helpshift’s team of data scientists polled the company’s entire install base of 1.3 billion devices, monitoring user behavior over the course of a six-month time period. Helpshift, a mobile support platform revealed new proprietary data that showed: One in every five mobile users actively seeks help within the apps they use.
Kate Nasser
FEBRUARY 2, 2016
Customer Experience Leaders & Chief Customer Officers & Marketing Executives: These 3 common mistakes make customers want to leave. In design, service, & delivery -- fix these & build loyalty. The post Super Customer Experience: Loyalty not Imprisonment! | #cx #custserv appeared first on KateNasser.com.
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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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