Sat.Sep 26, 2015 - Fri.Oct 02, 2015

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Focusing on Customers: Lessons from Medellin

Experience Investigators by 360Connext

I admit I was nervous. Growing up in the 1980’s and 90’s, the only association with the city of Medellin or the country of Colombia was hearing about the violence on the news. The violence is what made the news, of course, and it was primarily due to the drug trade. What didn’t make the […]. The post Focusing on Customers: Lessons from Medellin appeared first on Customer Experience Consulting.

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Five Things to Do on CX Day

InMoment XI

Shouldn’t every day be customer experience day? Well, yes, but even the most customer-centric companies need fresh ways to turn their good intentions into customer happiness and sustainable growth. To help solve this problem, the CXPA (Customer Experience Professionals Association) has dedicated a day to spread innovative approaches to customer experience across the world.

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Expand Customer Listening with Your Customer’s Unaided Feedback

Customer Bliss

Unaided feedback provides real-time trending on customer issues as they are occurring. Unaided feedback is the constant flow of comments, insights and issues your customers and partners volunteer to you. Unaided feedback also includes looking inside your data to understand customer behaviors across the stages of their experience, to identify trends, opportunities and customer at-risk experiences.

Feedback 224
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Customer Experience: Keep it Simple Stupid

Beyond Philosophy

If you had the choice of doing something the easy way or the hard way, and you didn’t have to do anything morally, ethically, or legally wrong to do it the easy way, which would you choose? My guess is the majority of you would say take the easy way. I certainly would. When it comes to brands and their related experience, it’s critical that you KISS it.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Ways to Deal with Negative Online Customer Reviews

Joe Rawlinson

If you put yourself out there as a business, you better prepare for dealing with dissatisfied customers. Since consumers have developed a habit of checking online reviews before purchasing a product, it’s in your best interest to learn how to handle negative reviews. If you do it right, you can actually gain a lot – recovering from a mistake sometimes helps brands to develop stronger relationships with customers.

More Trending

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Call Lost or Lapsed Customers

Customer Bliss

When we bring up the idea to leaders that they should call lost or lapsed customers, it is often met with fear and worry. Worry that they’ll get really irate customers on the other end of the line. Fear that they won’t be able to field the call. Actually the opposite often occurs. When customers or clients are called and the leader introduces who they are and why they called, people are thunderstruck.

Customers 194
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Ad-Blocking Sends Clear CX Message: Get Obnoxious Ads out of my UX

Beyond Philosophy

Apple’s latest operating system iOS 9 allows people to block ads while mobile browsing, a development that has digital marketers and publishers in a twist. As Ad Blocking pushes online advertising to the brink of irrelevancy, it’s important to appreciate how the User Experience (UX) provides an integral link to Customer Experience (CX). And also, what a poor UX means to your brand.

Wireless 139
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4 Ways to Improve the Retail Job Training Experience

Win the Customer

Onboarding retail staff can be overwhelming, especially with grand openings and seasonal hiring. The retail turnover rate in the U.S. is currently at 55.71%. For the 3rd quarter last year, the Bureau of Labor Statistics reported that 897 thousand jobs were gained in retail, while 905 thousand were lost. That amount of turnover is enough […].

Retail 141
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Five Things to Do on CX Day

InMoment XI

Shouldn’t every day be customer experience day? Well, yes, but even the most customer-centric companies need fresh ways to turn their good intentions into customer happiness and sustainable growth. To help solve this problem, the CXPA (Customer Experience Professionals Association) has dedicated a day to spread innovative approaches to customer experience across the world.

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The 2023 Verint Experience Index: Retail

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

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5 Ideas for National Customer Service Week 2015

Customers That Stick

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2015 160
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Aiming for the Hearts of their Customers: Interviews with CX Professionals

Heart of the Customer

Over the course of this blog I’ve interviewed a number of Customer Experience executives, working every day to improve their experience to increase loyalty. Customer Experience is still an emerging field, and these interviews gave me a great chance to hear others’ perspectives on the field, what it’s doing right, and where we can improve […].

Loyalty 108
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5 Keys to Customer Experience for the Future

ClearAction

5 Keys to Customer Experience for the Future. I have a dream that in the future we'll look back and say "Remember how hard it was to be a customer back in the 2010s? Thank goodness it's so much easier now!" This dream stems from acknowledgement that it's all too often a bit rough to select, buy, or use a solution in our lives and businesses.

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Why and how to set better goals for your support team

Kayako

Why you should set goals. Customer support goals are important for a number of reasons. Setting the right goals shows you understand the needs of your customers and what your team can do to better support them. Do not set goals randomly ; they should stem from extensive research that supports why you are setting them. Goals should be set at company level as well as at individual level, and you should understand how all these goals work together to achieve the overall company vision.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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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Custom Payment Options Enhance Customer Experience

Win the Customer

Customers are demanding more options and flexibility, so it’s wise for businesses to find multiple payment options that work for them and their customers to deliver complete customer experiences. Customers want and need flexible payment options. A 2013 UPS study of e-commerce sites found that offering a variety of payment options is the second-most important […].

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2015 Global Customer Service Report: Customer Expectations and Location, Location, Location

Tricia Morris

Everyone knows that real estate is all about location, location, location. But are customer service preferences and expectations? The 2015 Global State of Multichannel Customer Service Report published by Parature, from Microsoft and Microsoft Dynamics CRM shows that geography does play a role in customers’ views on service. The report, which surveyed a total of 4,000 consumers (1,000 each in Brazil, Japan, the United Kingdom and the United States) shows that while all consumers no matter what t

2015 97
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A Trip to Staples: Why Employee Experience Matters to Customers

PeopleMetrics

Here's a little story about how I walked out of a Staples for the last time. A Snapshot of My Customer Experience. On a Sunday, just before 6:00 p.m., my wife killed our printer's black ink cartridge. This was a minor crisis. She is a teacher, a weekend printer of worksheets. I drove to Staples, our nearest office supply store. They were very close to closing when I got there.

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Customer Experience Matters (The Video)

Experience Matters

CX Day is less than one week away! As part of Temkin Group’s CX Day celebration , we created a new video, Customer Experience Matters ®. It shows the value and power of customer experience. Share it, share it, share it! The bottom line : Customer experience really matters. Customer Experience Matters is a registered trademark of Temkin Gorup.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

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

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The widening UK customer experience gap

Eptica

Date: Wednesday, September 30, 2015 The widening UK customer experience gap. Published on: September 30, 2015. Author: Derek Lewis In previous decades an organization’s brand was something it controlled, with how it was perceived in the market driven by expensive advertising and marketing campaigns. The rise of social media and increasingly demanding customers has changed all of this.

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You’re not entitled to a 10

Customer Enthusiast

Earlier this week, I hired a local handyman service to knock out my “honey-do” list so that I was assured a weekend of uninterrupted football watching. The handyman, Eric, was prompt, even calling to let me know he was running ahead of schedule if that worked for me, which it did. When he arrived, we spent a few minutes walking around the house as I pointed out door handles in need of replacement, exterior bulbs that required changing, bathroom caulking that needed to be reinforced, and a couple

Retail 87
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Taking a Faster Approach to Addressing Customer Churn

Think Customers

Customer churn is a big problem for companies, especially in industries such as telecommunications where annual churn rates average between 10 percent to as much as 67 percent, according to the Database Marketing Institute. And while technological advances have made it easier for marketers and other decision-makers to better identify and respond to the triggers for churn, most customer churn programs are reactive and don't leave marketers adequate time to deliver messaging or offers that might c

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Shopping Cart Abandonment: Why It Happens And How To Prevent It (Infographic)

Provide Support

For many years shopping cart abandonment has been a huge problem for eCommerce business owners. According to the Baymard Institute , the average documented online shopping cart abandonment rate is 68.53%, which is an outrageous statistics. To put it simpler, nearly 70 out of 100 people leave your website without completing their purchase! While there are many reasons online shoppers abandon their carts that you have little or no influence over, such as comparison shopping, many of them can actua

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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The evolution of contact center performance

Eptica

Date: Monday, September 28, 2015 The evolution of contact center performance. Published on: September 28, 2015. Author: Pauline Ashenden In the past contact centers were often viewed as a cost cente r, meaning that the primary goal of companies was to run them as efficiently as possible while still responding to customers competently. As companies are becoming more customer-centric, this is approach is changing.

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Approachable customer service

Customer Enthusiast

I recently completed a consulting project for a network of county libraries. One of our objectives was to identify ways to incorporate exceptional customer service into the day-to-day processes at the libraries. As a part of my preparation, I read a research paper by Jennifer Bonnet and Benjamin McAlexander titled, “How Do You like Me Now?: An Image-rating Study of Librarian Approachability” (Apr 2013).

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5 CX Must Reads: Best of September

Clarabridge

Check out this month’s must-reads about customer experience from around the web. Chosen by the Sentiments team, we have aggregated what we think are useful and engaging articles for anyone interested in understanding and improving the customer experience. Facebook’s ‘Dislike’ Button: Accountability and Opportunity in a World of Dislikes. Facebook’s new dislike button gives users the ability to express empathy on social and gives brands the ability to better understand their customers.

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Maximizing Value From Customer Journey Mapping

Experience Matters

We just published a Temkin Group report, Maximizing Value From Customer Journey Mapping. Here’s the executive summary: Customer Journey Maps (CJMs) are a valuable tool for understanding how customers truly interact across an entire organization, but companies aren’t capturing enough value from their CJM efforts. Creating a CJM is only the first step in the process for change; the real benefit comes from using the insights from CJMs to drive action.

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The Open CCaaS Advantage Report

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.