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

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

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.

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48

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 Start-ups Customer Feedback 88

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

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 48

Customer Service 48

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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 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

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 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

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

Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin

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

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

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 70

Customer Experience Actionable Insights Touchpoint Customer Feedback 70

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

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 62

Customer Service 62

Speaker: Miriam Connaughton and Donald Knight

As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.

AI

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

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

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

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 53

Customer Service Technology Technology Retail 53

Speaker: Jennifer Wright and Nick Barron

2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt

Customer Experience

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

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

Beyond Philosophy

APRIL 18, 2016

We all have biases. These biases are formed of our experiences in life and create prejudices in favor of, or against, different things. One of the many ways these biases manifest is in our responses to psychometric tools like ability tests, personality questionnaires, and even responses on Net Promoter Score (NPS) inquiries. These differences might be little, but when you group them together over a large set of data, you discover that they add up to some big biases.

Net Promoter Score 112

Net Promoter Score NPS CEM B2B 112

Heart of the Customer

APRIL 6, 2016

A few months ago I wrote an article for Quirk’s Magazine, about how journey mapping can help you get closer to you customers. Download the PDF below to read it (it starts on page 30), or read it here online! October 2015 Quirks Magazine. The post Walking in their Footsteps appeared first on Heart of the Customer.

Customer Experience 60

Customer Experience 60

Speaker: Aaron Jacob, VP of Accounting Solutions & Reagan Cook, GTM Lead

Are you struggling to navigate the complexities and challenges that come with crypto accounting? 🤔 This new webinar will cover everything businesses need to know to get started with crypto accounting after incorporating crypto into their business models! Industry experts Aaron Jacob and Reagan Cook of TaxBit will thoroughly explore the prevalent operational hurdles encountered by accounting teams when interacting with crypto on the books, and detail how software solutions can effectively

Kate Nasser

APRIL 3, 2016

Customer service leaders, are you unknowingly killing employee morale? Checklist from The People Skills Coach™ & remove these morale killers. | Leadership. The post Customer Service Leaders: Remove These Morale Killers | #Leadership appeared first on KateNasser.com.

Customer Service 50

Customer Service Contact Center 50

ProProfs

APRIL 5, 2016

You can use ProProfs Flashcards to easily create online quizzes. Flashcards are ideal for memorizing new concepts, but with ProProfs you can also use them to test your knowledge – by instantly turning a flashcard into a quiz. You can create personalized study sets with notes, images and audio files or use a ready-made set from our library of over 100,000+ flashcards. .

Social Media 49

Social Media 49

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

CX Journey

APRIL 7, 2016

Image courtesy of lpk90901 Today I'm pleased to share a guest post authored by Jochen Wirtz and Ron Kaufman. Ron and I have been working on this topic for many years and are happy to report that the April issue of Harvard Business Review picked up our ideas and published a short piece in the Idea Watch section in the April 2016 issue. In this post, we summarize this article and add insights for service leaders and practitioners who would like to know more.

Mystery Shopper 56

Mystery Shopper Net Promoter Score Education B2C 56

Speaker: Brad Pinneke, VP of Business Development at Payrix and Worldpay for Platforms

In this webinar, Brad Pinneke, Vice President of Business Development at Payrix and Worldpay for Platforms, will dive into the 7 must-have criteria for evaluating payments partners, helping you maximize both efficiency and the long-term value of your investment. From assessing technology capabilities to leveraging business development opportunities, this session will give you a clear, actionable strategy to select the right partner for scaling your business.

Compliance