BlueOcean

MAY 14, 2018

You’re no stranger to RFPs. Love them or hate them, the undeniable truth is that they’re crucial to making informed business decisions about future vendors and partners. The purpose of a contact center RFP is no different: it’s an essential process to use when choosing an outsourcer. However, the contact center RFP is unique and can’t be modeled on the same old RFP template used for other services your company may procure. Your contact center partner owns a huge part of your customer experience.

Contact Center 214

Contact Center 2018 Call Center Culture 214

Customer Bliss

MAY 16, 2018

Maintaining a “customer service mentality” in the marketplace has to first begin with leaders and the behaviors that they themselves exhibit. That gives the organization—throughout the organization—the ability to act and model that behavior. And this is not just limited to those on the front lines caring for customers in distress. In our lives, we remember the companies, the people and the times when we were honored…. as a friend, as a partner, as a customer.

2018 201

2018 Customer Service Hospitality Communication 201

CX Accelerator

MAY 16, 2018

Ten years is a great deal of time in the life of a mortal. Considering the average life expectancy of a white bloke in the state of Tennessee is only 73.94 years, this is a really long time. Apparently I’d live eight years longer if I moved to Hawaii? Something to ponder for the future. ?? For now, it’s time to explore the past. This week I’m celebrating 10 years working for the same organization. People are often curious what has kept a millennial locked into the same job for this long.

2018 203

2018 Fashion Presentation Books 203

Alida

MAY 16, 2018

It was the second annual CX and the City event in New York City from Vision Critical , and I spent most of the day holding my breath hoping that the storm would pass. But despite the dark-and-gloomy weather, the evening was a success. More than 100 senior leaders joined us on the Refinery Rooftop to network and hear how three industry-leading companies—BuzzFeed, Stanley Black & Decker and Group Nine Media—are transforming their company DNA to become insight-driven businesses.

2018 154

2018 Insights Events Webinar 154

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GetFeedback

MAY 17, 2018

Great customer support looks very different than it did a decade ago. Technology has given support teams incredible ways to reach the modern customer. But it’s also opened the flood gates to countless new channels. Once upon a time, customer support agents would split their time between one or two channels (usually phone and email). Today, they might work several channels at once. So how is this innovation and growth affecting customer support as a whole?

Customer Satisfaction 207

Customer Satisfaction 2018 Effort Score Social Media 207

InMoment XI

MAY 17, 2018

Financial Advisors (FAs) are key to the promotion, distribution and support of a wide assortment of insurance, investment and banking products and services. From life insurance, variable annuities, mutual funds and retirement products to trust services, wealth management and an assortment of investment instruments and securities, FAs often are the connection between customers and financial. View Article. Financial Services

Financial 200

Financial 2018 Insurance Banking 200

Customer Bliss

MAY 16, 2018

“The experiences start from the beginning; the customer has to start feeling that empathy from the beginning when they are prospects,” says Francis Cordón , the first Chief Customer Officer at Rigor. Like our previous guest, Patricia Pedhom Nono , Francis is a tech guy who made his way into customer service, taking on CX leadership in the company’s newly created role.

2018 111

2018 Customer Relationships Chief Customer Officer Banking 111

Joe Rawlinson

MAY 16, 2018

A recent study by Accenture found that over 90 percent of companies today have some kind of customer loyalty programs in place. Yet, over 71% of customers surveyed by the researchers said that these programs do not really engender loyalty. One of the primary reasons for this wavering loyalty is that although investments in such programs have increased, businesses have not kept pace with understanding their customer’s responsiveness to these initiatives.

2018 88

2018 Loyalty Consulting Loyalty Programs 88

ShepHyken

MAY 16, 2018

A successful customer experience strategy is a result of the company’s culture. In other words, and I’ve said it many times before, what’s happening on the inside of the company is going to felt on the outside of the company by the customer. So, let’s look at the inside of the company. Let’s look at the EX, which is the Employee Experience. The EX is part of the culture. It starts with how leadership wants their employees to feel about working for their company.

2018 106

2018 Hotels Culture Definition 106

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InMoment XI

MAY 17, 2018

Financial Advisors (FAs) are key to the promotion, distribution and support of a wide assortment of insurance, investment and banking products and services. From life insurance, variable annuities, mutual funds and retirement products to trust services, wealth management and an assortment of investment instruments and securities, FAs often are the connection between customers and financial. View Article. Financial Services

Financial 200

Financial 2018 Insurance Banking 200

Customer Bliss

MAY 15, 2018

In honor of the launch of my newest book, Would You Do That To Your Mother? today’s guest post is from Chip R. Bell , the best selling author of the 9 1/2 Principles of Innovative Service , and many other customer service oriented books. Chip is also a customer service keynote speaker who educates organizations on how to create a customer-centric culture.

2018 111

2018 Books Innovation Culture 111

Kristina Evey

MAY 15, 2018

Embed Core Values into the Customer Experience. Core Values are the fundamental beliefs of a person or organization. Core Values serve as the guiding light for how everyone in your company interacts, communicates and works with each other, external customers, and the community. The core values are the solid foundational building blocks on which your culture is built. They are your company’s principles, beliefs, or philosophy of values.

2018 92

2018 Customer Experience Workshop Document 92

OpinionLab

MAY 15, 2018

I just returned from a fantastic two days in New Orleans at the CXPA Insights Exchange. New Orleans is one of my favorite cities – it had been over a decade since I have been there and it was great to see the vibe of the city has not changed. The only thing more impressive to me than the spirit of New Orleans was the energy of the 300+ CX professionals I interacted with.

2018 79

2018 Metrics Feedback Measurement 79

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ShepHyken

MAY 18, 2018

This week we feature an article by Gary Anderson who explains why the customer experience creates customer loyalty and generates repeat business. – Shep Hyken. The goal of this article is to touch on three pillars of a business –– product, price, and experience –– and break down which of these three is the most important to driving success.

2018 79

2018 Blog Loyalty Programs Advertising 79

Customer Guru

MAY 16, 2018

Why should you be collecting customer feedback? If you would like to see your business grow and prosper, customer satisfaction is not only important but also necessary. Understanding how customers view your products, services and company is invaluable. It is only after you understand their point of view that you know your strengths and weaknesses. Your most unhappy customers are your greatest source of learning. Bill Gates. So how do you measure customer satisfaction or understand their views?

2018 99

2018 Feedback Social Media Customer Satisfaction 99

Win the Customer

MAY 15, 2018

Abercrombie & Fitch is counting on direct-to-consumer (DTC) sales to counter the retail apocalypse, Columbus Business First reports. Despite closing 400 stores over the last few years and the prospect of 60 percent of its U.S. leases expiring over the next two years, the fashion brand saw a 4 percent increase in sales, largely thanks to direct-to-consumer sales.

2018 110

2018 E Commerce Consumers Retail 110

Beyond Philosophy

MAY 18, 2018

A difference exists between what people say they will do and what people do. People say they want salads in theme parks but order hamburgers. People say they want to save the planet but then ignore the recycling bin. People say they want many choices but then complain that there were too many choices to decide. In short customers are irrational! We recently enjoyed debating this in our podcast Why Are Customers Irrational? Barnes and Noble is learning this concept the hard way.

2018 118

2018 Transportation 2014 Retail 118

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ShepHyken

MAY 14, 2018

Each week I read a number of customer service and customer experience articles from various 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. Google’s robot assistant now makes eerily lifelike phone calls for you by Olivia Solon. The Guardian) Google Duplex contacts hair salon and restaurant in demo, adding ‘er’ and ‘mmm-hmm’ so listeners think it’s human.

2018 76

2018 Article Demo Customer Service 76

Second to None

MAY 17, 2018

Creating a system that collects voice of customer feedback in perpetuity is essential to understanding your brand’s place in the minds of consumers. Consumers now have many different opportunities to express their voices to brands, and if your organization is not receptive to this feedback, it could result in disengaged customers, ultimately impacting your ability to confirm long-term relationships.

Communication 86

Communication 2018 Consumers Call Center 86

TechSee

MAY 15, 2018

All eyes were on the smart home market in 2017. After all, industry experts such as MarketsandMarkets predicted that the industry would be valued at to$137.91B by 2023, growing at a CAGR of 13.61%. Tech giants are all clamoring to get in on the action with Google Home , Apple HomeKit , Amazon Echo and Samsung SmartThings creating buzz, and new smart devices flooding the market at a dizzying rate. However, despite these high expectations, smart home adoption has been slower than anticipated.

2018 111

2018 2017 Wireless Marketing 111

Omnicus

MAY 15, 2018

Not sure how to increase your NPS? Check out your employee morale rate for a hint! Kids these days don’t understand the meaning of the word loyalty,” my grandfather would say as he boasted about how he worked for the same company doing the same job for over 30 years. Customer Experience

2018 74

2018 NPS Loyalty Customer Experience 74

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Customer Experience

Amity

MAY 14, 2018

Understanding your customers is an essential part of enhancing the way of measuring customer success. Although other methods of interaction get more attention, the tried and true customer experience survey can get you the information you need most. What should be included in a customer experience survey? Answers may differ slightly, but experts agree on most of the basics. Open-Ended Questions.

2018 83

2018 Customer Experience Metrics Feedback 83

ShepHyken

MAY 15, 2018

The Future is Here: Artificial Intelligence and Bots in Customer Service. How will AI and bots transform customer service in the near future? Shep Hyken discusses the next phase of customer service, automated messaging, with Joshua March, Co-founder and CEO of Conversocial. ? ? ?.

2018 74

2018 Customer Service Books Innovation 74

natero

MAY 16, 2018

These days, buyers have more choices, are better informed, and expect a superior customer experience. As Customer Success Managers, we have a narrow margin to bring value to a customer, or else we risk losing them. So, it's not surprising that many Customer Success teams spend tremendous energy keeping customers “happy,” or doing whatever they can to conform to customer desires. Customer Success Management

2018 82

2018 Customer Success Information Customer Experience 82

Influitive

MAY 16, 2018

In the 1994 film Angels in the Outfield, a disembodied voice talked Kevin Costner into building a baseball field with some of the worst marketing advice of all time: “If you build it, they will come.” Success in advocate marketing takes way more than just launching a program. No team of ghostly heroes will materialize.

2018 73

2018 Reference ROI Engagement 73

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