2016

5 Ways to Improve B2B Customer Engagement Through Omnichannel Tactics

Customer Bliss

Guest Post by Robert C. Johnson: Robert is co-founder and CEO of TeamSupport.com , a cloud-based, B2B software application built to help customer-facing support teams serve clients better through stronger collaboration, superior teamwork, and faster issue resolution. Over the years, the B2B (business-to-business) industry hasn’t exactly taken to adopting the latest customer engagement technology as quickly as its B2C (business to consumer) counterparts.

2016 212

5 Epic Employee Engagement Issues You Never Noticed

Experience Investigators by 360Connext

Highly-engaged employees will deliver better experiences to your customers, leading to increased loyalty, more referrals, and more business overall. Yippee! However, employee engagement is emotional and often hinged on the very last experience an employee might have – with his or her manager, with co-workers, with an angry client, or even with you. These simple moments add […]. The post 5 Epic Employee Engagement Issues You Never Noticed appeared first on Customer Experience Consulting.

2016 175
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The Authenticity challenge: 25 marketing, CX and innovation takeaways from the 2016 Customer Intelligence Summit

Alida

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands. Here’s a look at our favorite takeaways from this year’s Summit. Embrace the authenticity challenge. Authentic companies inspire loyalty,” said Scott Miller, CEO of Vision Critical, in his opening keynote.

2016 211

Thirty Drivers of Value Perceptions, or Why Customers Love Your Company

InMoment XI

Customers love a company because they perceive value in their interactions with its people, products, and services. As customer experience (CX) professionals, we usually measure this sense of value with the Net Promoter Score®, or NPS®, which is a nominal indication of how likely the customer is to recommend the company to another person, and. View Article

2016 301

Discovering Successful Scripting for Your Contact Center

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.

Building Customer Loyalty That Lasts

GetFeedback

Loyal customers save your company money, predict future sales, generate referrals, and gain value over time. Here are 5 ways to drive customer loyalty. Articles

2016 195

More Trending

Customer Loyalty Lessons from Mama Louise

ShepHyken

The other night I had a wonderful meal at Mama Louise , an Italian restaurant in Orlando on Florida’s ever popular “Restaurant Row.” I ordered Mama’s Stuffed Chicken, and it was delicious. But, good food isn’t what this is about. It’s about the experience that Joe Esposito and his staff created. First, the staff was friendly and helpful, making suggestions and letting us know what was most popular on the menu. They were attentive. They did everything they were supposed to do.

2016 105

Exploring Hospitality Customer Service (Video)

Customers That Stick

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. Customer Service Video

Revolutionary Thinking On Customer Loyalty

Beyond Philosophy

Customers are not loyal because of the Customer Experience you provide. They are loyal because of the Customer Experience they remember you provided. Furthermore, customers don’t remember the entire experience but only bits and pieces. It is important to get these memorable bits right, or your customer loyalty will certainly go to pieces. The human memory isn’t as reliable as we would like to think. Don’t believe me? Try this: explain the Pythagorean theorem right now without Googling it.

2016 131

Don’t Confuse Customer Services with Customer Service

Bill Quiseng

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.

2016 98

2022 Contact Center Buyers' Guide

As contact center needs and pain points have evolved, so have contact center buying processes. This guide focuses on the key areas that contact center leaders should address to help achieve their operational and financial goals, including what questions to ask to drive optimal performance.

7 Top Tips to Create a Customer-Centric Culture 

ijgolding

As customer experience has become increasingly recognised as a thing of tangibility, so has the need to adopt and embed the skills and competencies that make managing it (customer experience that is) a reality. Any ‘concept’ that becomes something requiring methodologies, approaches, tools and techniques, also requires the need for people to understand how to use, deploy and embed them.

2016 91

How To Become The Head Of Customer Experience

Customer Bliss

There has been much talk in recent years about a C-Suite role for head of customer experience, or CCO — Chief Customer Officer. Even B2B brands, which traditionally focuses on sales rather than organic customer growth, are starting to adopt this head of customer experience role in droves. But how does someone become a head of customer experience? What makes them ideally qualified for the role? Head of Customer Experience Trait No. 1: They have led a successful operation.

2016 187

3 Ways You Are Ruining Your Customer’s Day

Experience Investigators by 360Connext

Your organization might be well-meaning but still ruining your customer’s day. The mission at 360Connext is simple, but we believe it’s important: We’re on a mission to create fewer ruined days for customers. I started using this as our mission when I created the company in 2009. And I believe it’s still an important goals […]. The post 3 Ways You Are Ruining Your Customer’s Day appeared first on Customer Experience Consulting.

2016 171

Increasing member engagement: 4 effective strategies for online community growth

Alida

Online communities are now an important tool in gaining ongoing customer feedback and insight. In particular, insight communities —private, online communities made up of carefully selected groups of customers who develop long-term relationships with brands—are now used by hundreds of customer-centric global brands. To get the most business value out of your online communities, you must work to keep members engaged.

2016 200

Winning Solutions to Keep Contact Center Agents Engaged

Speaker: Adam Saad - Founder & CEO, Tech Stack Advising

In order to keep agents both satisfied and engaged, we must develop a plan that both mitigates these concerns with current agents and halts any potential issues that may arise with new hires. These plans must also take into account the different environments and locations your agents may be working in.

Getting Started with Customer Experience

InMoment XI

First of all, thank you. Between LinkedIn, Twitter, the CX Café and Customer Think, my latest blog post “Will Customer Experience Survive?” ” has been seen by almost a thousand people. There’s been a lot of engagement too. Some in reference to 6 sigma and a lot around CX – all about achieving tangible results that. View Article

2016 240

Cutting Through the Noise with Customer Engagement

GetFeedback

The world may be more connected than ever, but people are tuning out. If you're looking to grow organically, customer engagement has to be a priority. Articles

2016 195

Eight Ways to Build Customer Empathy

Heart of the Customer

Customer empathy is absolutely critical to a company-focused culture. Without empathy, employees focus on their own problems, rather than your customers’. They build overly-complex products based on what they want to buy, rather than starting with customer needs. And they certainly don’t understand the emotional context of your customers. Both Forrester and the Temkin Group […]. The post Eight Ways to Build Customer Empathy appeared first on Heart of the Customer.

2016 116

Guest Blog: How to Create Customer Loyalty in the Healthcare Space

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Brie Tascione, writes about the importance of improving the customer experience in the healthcare industry to improve loyalty and reduce frustration. Any service industry today must keep up with the technological advances when communicating with their customers. Shep Hyken.

2016 101

How to Inspire and Empower Contact Center Agents Through Collaborative Coaching

Speaker: Kate Nasser, The People Skills Coach™

Collaborative coaching truly guides agents to connect authentically to customers better each time. Join Kate Nasser, The People Skills Coach™ & Author of Leading Morale to understand how call center agents get the most out of collaborative coaching.

5 Expert Tips for Customer Service Recovery

Customers That Stick

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. customer-service-techniques

2016 128

Customer Emotions (Joy, Anger, Sadness, and Fear) Affect Contact Center Interactions

Experience Matters

As you may know, Temkin Group labeled 2016 “The Year of Emotion” in its annual listing of customer experience trends. Because emotion drives loyalty. And yet, despite its significant impact on customer loyalty, organizations do not focus on emotion enough. So to help increase organizations’ awareness of this critical area of customer experience, we […]. Emotion

2016 103

Nancy Friedman: 7 Steps to Satisfied Customers

Bill Quiseng

This week’s blog post is contributed by a very special guest, actually more like a guest star, Nancy Friedman , better known as “The Telephone Doctor.” ” The author of the recently published book, Customer Service (finally) Defined – Ideas, Tips, techniques & Skills You Can Use Now and Forever , and eight other books, Nancy is simply one of the best keynote speakers on customer service. Can you tell I’m a big fan?)

2016 103

The A-List: Customer Success

Amity

Frequently updated and always on point, the A-List is a snapshot of what's happening in the world of Customer Success. Handpicked by our editors, the list is refreshed regularly, so if you think we're missing someone, feel free to let us know. Alex Bakula-Davis. Director of Customer Success - Proven. Alex curates the Customer Success Newsletter which is a weekly curated collection of 4 helpful articles from around the Customer Success community. The Customer Success Newsletter.

2016 80

Sustaining Employee Engagement in the Contact Center

Speaker: Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC

Join Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC, for best practices and leadership strategies to fortify an economy of compassion and genuine empathy in the contact center.

Digital storytelling: The unabashed power in CX

Customer Bliss

Digital storytelling is crucial in customer experience. Before we get deep into digital storytelling and how to maximize your processes around it, let’s briefly set up why storytelling as a whole — and especially digital storytelling — is important in the current business climate. The importance of digital storytelling. Here’s a Wharton interview with Carmine Gallo , the author of a book called The Storyteller’s Secret. (I

2016 192

Improve the Experience by Asking the Impossible Questions

Experience Investigators by 360Connext

Asking questions without limitations can lead to a better experience for your customers. The post Improve the Experience by Asking the Impossible Questions appeared first on Customer Experience Consulting. Blog Customer Experience Featured customer service employee engagement leadership linkedin management

2016 172

Generation Z statistics: New report on the values, attitudes and behaviors of the post-Millennials

Alida

Generation Z, the cohort born between 1996 and 2010, is ready for the spotlight. Finally escaping the shadows of the generations before them, many Gen Zers are now entering the workforce. As a result, their spending power, currently valued at $44 billion , is growing every day. Also known as Gen Z, iGeneration (iGen) or Net Gen, this cohort is massive and influential. In U.S. alone, there are 65 million of them. By 2020, Generation Z will account for 40 percent of all consumers in the U.S.

2016 219

5 Steps to Effectively Implement the Voice of the Customer

InMoment XI

The real value of customer experience programs is not in gathering customer feedback, but in putting the voice of the customer to work. While there was never a positive return on investment (ROI) for simply measuring satisfaction (no more than there is a positive ROI for taking your temperature when you are sick), today’s cost/benefit. View Article

2016 256

How to Leverage AI to Drive A Better Human Experience for Your Customers

Speaker: Adam Cutler, Co-Founder of IBM Design, IBM Distinguished Designer, AI Design

AI is about helping us be the best version of ourselves. When will AI comprise the whole CX sector & people won’t connect with real customer concerns? Join Adam Cutler, Co-Founder of IBM Design, to learn why it’s quite the opposite.