Callminer

APRIL 7, 2016

In the call center, it is critical to make the most of your agents’ time. Read more about call center adherence best practices from industry experts.

182

182

Beyond Philosophy

APRIL 4, 2016

According to recent social science research, powerful people and leaders can fail as they will not collaborate. NPR had a recent broadcast on this concept. Researcher Angus Hildreth and Professor Cameron Anderson from UC Berkeley’s Haas School of Business, concluded that often when these powerful people get together they have to decide who is in charge.

CEM 113

CEM Start-ups CX Customer Experience 113

Heart of the Customer

APRIL 24, 2016

In his terrific book X: The Experience When Business Meets Design, Brian Solis argues persuasively for ending your customer’s journey on a high note. Excellent advice, but not often followed. The importance of starting strong is well-known—websites begin with a striking visual, stores focus on greeting customers as they come in. But what about the […].

Customer Experience 100

Customer Experience 100

Win the Customer

APRIL 4, 2016

Smart companies engage in a variety of feedback methods to get at the heart of how their business is performing. As feedback comes in, these businesses begin to gain a clearer sense of what they are doing right and what they are doing wrong. Without feedback, a company is left guessing as to how their performance is progressing. This is a major problem for a lot of companies in the area of customer satisfaction.

Customer Satisfaction 98

Customer Satisfaction Manufacturing Retail Customer Feedback 98

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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.

Contact Center

C3Centricity

APRIL 17, 2016

It’s been a couple of years since I shared a post on infographics, so I think we’re due for a fun and useful update, no? I have searched the web and come out with the best infographics I can find on marketing. In usual C³Centricity style, I also give you some ideas on how to implement [.]. The post Today’s Most Stunningly Useful Marketing Infographics appeared first on C3Centricity.

90

90

PeopleMetrics

APRIL 15, 2016

My wife and I recently had a baby, and as a new parent, my smartphone quick-draw has gotten snappier. You see, things come up while you’re holding a newborn—things that must be Googled, ordered, photographed. And time (as they say) is of the essence. In these past weeks, I’ve been able to confirm my suspicion about a lot of mobile customer experiences.

Customer Experience 88

Customer Experience Social Media Customer Feedback Start-ups 88

Beyond Philosophy

APRIL 7, 2016

I appreciate this is a controversial title – but let me explain! Last year, I questioned whether Customer Experience had delivered the goods. This year, I question whether Customer Experience is the problem. This year, I think Customer Experience isn’t failing us; we are failing Customer Experience. This whole line of thinking started last June with the American Customer Satisfaction Index (ACSI) score.

Net Promoter Score 113

Net Promoter Score CX CEM Customer Satisfaction 113

Customer Bliss

APRIL 5, 2016

When working with companies on developing customer-focused growth cultures, I often get asked about this idea of a company core values list. It seems that every company has a core values list, but oftentimes the words used are similar — and they can be words that mean many different things to different people. Does a company core values list even matter, then?

Legal 86

Legal Engineering Customer Experience 86

Win the Customer

APRIL 28, 2016

While customer service problems aren’t always your fault, your ability to respond to a customer’s concern is within your control and is the responsibility of your organization. Being able to take action on the behalf of customers lies at the core of successful customer service experience. Today we explore five most common causes of customer attrition in customer service and how service agents can deal with them to save the customer experience and make things right for their customers

Retail 87

Retail Customer Service Customer Experience 87

C3Centricity

APRIL 2, 2016

I’ve just returned from a trip to California, USA. If you are a fellow marketer who follows me on Twitter, Facebook or LinkedIn, you will have seen some photos of the various places I visited, from San Jose in Silicon Valley near San Francisco, to the huge sprawling metropolis that is Los Angeles. I was [.]. The post How Marketers Like You Are fully Benefiting From This Awesomely Changing World that is Marketing appeared first on C3Centricity.

Customer Service 88

Customer Service 88

Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón

Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.

B2C

ClearAction

APRIL 12, 2016

Saluting 25 Silo-Bridging CMOs Gary Katz. Silos — span them, bust them, mix them or ventilate them. Just don’t ignore them. Marketing silos exist as a wide variety of chasms between organizations, systems, data, channels, metrics, assumptions, and handoffs. We actually need silos to some extent, as discussed in my recent article, 10 Silos Marketing Ops Can Bridge, to allow specialization, empowerment and accountability.

Real Estate 86

Real Estate Start-ups Customer Experience 86

Callminer

APRIL 28, 2016

Recent data shows that 80% of business executives view customer loyalty as their primary marketing initiative for the next year. Which metric accurately corresponds to customer loyalty? First call resolution (FCR) – often considered the most important KPI to measure and track within a call center– is directly linked to a consumer’s level of satisfaction […].

Customer Loyalty 140

Customer Loyalty Contact Center 140

Beyond Philosophy

APRIL 20, 2016

In this series, professionals describe what numbers govern their happiness. Write your own #MyMetric post here. Some businesses look at the bottom line with customers. Companies that are and will be most successful going forward will optimize something besides margins and profits: The Net Emotional Value. What is the NEV? The Net Emotional Value (NEV) refers to the single number that represents the emotional value you provide to your customers.

NPS 113

NPS Net Promoter Score Government Customer Experience 113

Return Customer

APRIL 6, 2016

Your customer has a question, but wait – the customer service guy had to leave early today. The whole team has a summer outing. It’s after hours, they’re all asleep. But the customer’s inquiry is urgent. The customer is waiting. What do you do? Your company may have a designated customer service team tasked with responding to customer inquiries and solving customer-related complaints.

Social Media 84

Social Media Outlook Customer Service Innovation 84

Speaker: Carolyn Clark and Miriam Connaughton

Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.

Actionable Insights

Win the Customer

APRIL 29, 2016

Security breaches have been making headlines lately as many major government bodies and corporations experience hacks that expose thousands of confidential documents. Although it may seem like this type of threat isn’t relevant to the smaller businesses of today, a security breach can happen to anyone. It’s important to understand the risk factors, consequences and preventative measures you can take to ensure that your business and employees are protected.

Government 83

Government Technology Technology Customer Service 83

Customer Experience Matrix

APRIL 26, 2016

Teradata announced on Friday that it had signed a deal to sell its marketing applications business for $90 million to private investment firm Marlin Equity Partners. The company had announced plans to sell the business last November. The sale involves the former Aprimo, eCircle, FLXone data management platform, and other cloud-based marketing products.

Sales 80

Sales 80

Customer Bliss

APRIL 1, 2016

A seamless customer experience gets delivered when you answer the questions your customer is asking. It’s as simple as that. Getting there, however, takes a lot of work. Let’s focus on the role that customer journey maps play in a seamless customer experience. A journey framework, even in its simplest form, when used with consistency provides a structure to understand the priorities in customers’ lives.

Customer Experience 79

Customer Experience Customer Journey Map Touchpoint Education 79

Comm100

APRIL 28, 2016

“Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.” – Steve Jobs. A few years back, the internet erupted when the people at Gizmodo got their hands on the copy of the Apple’s Genius Training Manual. While the article was rife with criticism towards the iconic company’s training tactics, it’s worth noting that Apple is generally categorized into the upper echelon of excellence in customer service.

Customer Service 71

Customer Service Retail Technology Technology 71

Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting

Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical

Customer Satisfaction

Beyond Philosophy

APRIL 13, 2016

Why do organizations put such little value on loyal customers? Why do we not look at the lifetime value of a customer and see the profit they provide? Why do organizations treat existing customers so poorly? Surely the economics shows us all the error of our ways. We all know it costs less to keep a customer than it does to acquire a new customer. According to the author of The Fusion Marketing Bible Lon Safko, few companies even know how much they spend on marketing for new customers—or the pri

CEM 113

CEM Retail Start-ups Customer Experience 113

PeopleMetrics

APRIL 29, 2016

In the arms race for customer intelligence and customer experience improvement, you may find yourself compelled to blindly collect data. It may go something like this: Talking Head: Big data is the future. Replying Head: Yes, future. Big data. TH: Let’s collect data. RH: I agree. Which data do you want to collect? TH: I guess all of it. RH: This is a good plan.

Customer Experience 69

Customer Experience Actionable Insights Touchpoint Customer Feedback 69

Win the Customer

APRIL 27, 2016

If you want your new small business to be competitive against the established ventures in your niche, it’s important to pay attention to the details that will create a professional appearance. Here are a few tips for how to give your new small business a professional vibe. Get a Professionally Designed Logo. A professional, memorable logo will help to maximize the money and effort you spend on your company’s branding efforts.

Invoicing 75

Invoicing Hospitality Hospitality Sales 75

Heart of the Customer

APRIL 21, 2016

I had the opportunity to conduct journey mapping with a state agency working to transform the employer’s unemployment experience. The group followed our first rule of journey mapping – always make sure the customer is included in the process – by conducting multiple levels of research, including in-depth interviews with employers who were new to the […].

Customer Journey Map 68

Customer Journey Map CX 68

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

VOC

Customer Bliss

APRIL 7, 2016

Tim Calkins, a marketing professor at Northwestern’s Kellogg School of Management, wrote an article in early 2016 entitled “Nobody Asked For Uber.” I’m actually not a huge fan of Uber from a customer standpoint, and I’ll be blogging about that in the next week or so — but it is hard to argue with their unicorn status or growth model, even if you think it might not necessarily last because of some issues they’re having on the customer front.

Finance 74

Finance Start-ups Innovation Sales 74

Provide Support

APRIL 5, 2016

Great customer service quotes from business leaders is one of the best ways to motivate and inspire your team. They demonstrate not only rich experience but also show how important is to move forward and find a better way to do your job. In addition to being a great source of inspiration these quotes help to keep your company’s customer focused culture alive.

Customer Service 63

Customer Service 63

Beyond Philosophy

APRIL 11, 2016

We have an infographic that demonstrates we are in The Mobile Age. Smartphone users, who love their phones (two billion, with a “b”), use them for two hours a day. This fact could mean that the ONLY Customer Experience (CX) people have with you might be a mobile experience. Organizations today cannot afford to ignore their Mobile User Experience (UX) another usage minute.

Data Entry 113

Data Entry Social Media Retail CX 113

Comm100

APRIL 8, 2016

Even with 244 million unique customers , Jeff Bezos knows better than to see his customers as a series of transactions. But with so many different customer relationships to maintain, what’s the wisdom that keeps this enterprise running? Surprisingly, Amazon’s success isn’t rooted in multi-million dollar advertising campaigns or shortening product life cycles, but rather, the desire to be the “Earth’s Most Customer-Centric Company” In the mind of Bezos, the success o

Customer Service 59

Customer Service Social Media Innovation Customer Satisfaction 59

Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.

AI

CX Journey

APRIL 19, 2016

Have you put the spotlight on the employee experience at your company? I've written many times about the importance of the employee experience, both on its own with regard to retention and performance and with regard to the impact of the employee experience on the customer experience. Sadly, many companies still aren't focusing on the employee experience.

Customer Satisfaction 56

Customer Satisfaction Start-ups Sales Retail 56

Heart of the Customer

APRIL 13, 2016

We were leading the Action Workshop, finishing a journey mapping project with a client. Whereas they had a very strong overall experience, they were struggling to retain Millennials, a key demographic for them (and for many clients). The journey mapping process led to a clear picture of the pain points for this demographic, and pointed […]. The post Using Journey Mapping to Kill 50 Ideas That Suck appeared first on Heart of the Customer.

Customer Experience 60

Customer Experience 60

Customer Bliss

APRIL 28, 2016

Negativity in the workplace is brutal. I’m not even talking about the normal culprits like gossip or ineffective managers confusing ‘accountability’ and ‘scaring their employees.’ That’s a part of it — that’s certainly negativity in the workplace — but it goes beyond that to overall employee engagement, which is somewhere under 20% globally and has been for much of the past three years per Gallup.

Customer Experience 70

Customer Experience 70

ClearAction

APRIL 12, 2016

Saluting 25 Silo-Bridging CMOs Gary Katz. Silos — span them, bust them, mix them or ventilate them. Just don't ignore them. Marketing silos exist as a wide variety of chasms between organizations, systems, data, channels, metrics, assumptions, and handoffs. We actually need silos to some extent, as discussed in my recent article, 10 Silos Marketing Ops Can Bridge, to allow specialization, empowerment and accountability.

Real Estate 54

Real Estate Start-ups Customer Experience 54

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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.

Customer Service