Improving “Avoidance” Behavior to Reduce Absenteeism
Callminer
APRIL 23, 2015
What are some strategies call centers can take to curb agent “avoidance” behavior and reduce absenteeism? Take a look at a few different approaches.
April, 2015
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Improving Your CX One Employee at a Time
Beyond Philosophy
APRIL 17, 2015
Employee Experience and Customer Experience are linked. What is affecting one will affect the other. They are like an old married couple—when it works it is beautiful and inspiring; when it doesn’t, it is ugly and bewildering. Both members of this marriage have a voice. The Voice of the Customer (VOC) refers to the feedback you get regarding a Customer’s expectations and their experience with your organization.
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You Can NEVER Do Customer Service without Doing Sales
Win the Customer
APRIL 27, 2015
Have you ever called to speak to a customer service representative who didn’t listen to your problem? Did it sound like the customer support person was reading answers off a page and wouldn’t let you get a word in edgewise? Was your legitimate complaint transferred from one office to another while you were on hold […].
The Official Book Launch and 72 Hours to Claim Gifts
Customers That Stick
APRIL 28, 2015
The big day is finally here! Today is the official launch of Be Your Customer’s Hero. To celebrate the launch and to try to work our way onto Amazon’s bestseller lists, we are offering incentives if you purchase multiple copies of Be Your Customer’s Hero in the next three days. The breakdown below shows you the levels and the gifts! Spaces between bullets show anything that’s different from the level above it.
From Start to Scale: Driving Growth Through Seamless Payments Implementation
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
The Best Customer Experience Strategies Are Invisible
PeopleMetrics
APRIL 9, 2015
'Have you heard of the Iceberg Theory? It stems from the writing style of Ernest Hemingway, who believed the underlying meaning of stories shouldn’t be visible on the surface. In this post, we’ll talk about how that theory applies to customer experience. Let''s dive in. What Lies Beneath. The Iceberg Theory is similar to another premise in design that argues good design is 99% invisible.
Why Customer Experience Excellence Requires HR Engagement
ClearAction
APRIL 3, 2015
Why Customer Experience Excellence Requires HR Engagement. People are at the center of providing or receiving customer experiences. And it’s commonly accepted that engaged employees are a prerequisite to high-value, engaged customers. So, it stands to reason that Human Resources (HR) departments have great potential to influence customer experience (CX).
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Could You be Left Behind by The Experience Economy?
Beyond Philosophy
APRIL 15, 2015
'Seventeen years after the prophetic Pine & Gilmore book and HBR article “ Welcome to the Experience Economy ” published, we see their concepts gaining momentum. In the past, companies embracing the concept were the exception; now embracing the Experience Economy is the rule. In other words, the idea of the Experience Economy is not just for organizations like Disney, Apple, and the Rainforest Café any more.
Essential Do’s & Don’ts for Customer Experience on Twitter
Win the Customer
APRIL 2, 2015
'Twitter is an absolute essential for connecting with customers and clients in today’s competitive business environment. According to a 2014 study conducted by the University of Massachusetts Dartmouth, 83 percent of Fortune 500 companies maintain active Twitter accounts. The most successful of these businesses carefully craft tweets capable of building an engaged community.
Why is Ace Hardware trying to buy my loyalty?
Heart of the Customer
APRIL 15, 2015
'No neighborhood is complete without the local hardware store. Ours is Settergren’s, an Ace Hardware that’s been in business for over a hundred years. Like most of it’s compatriots, it’s the anti-Home Depot. You get a good selection at a decent price. But what really matters is the convenience and the really good advice from […].
Customer Experience Strategies: The Impact of Working Together
PeopleMetrics
APRIL 24, 2015
In working with CultureMetrics clients, we’ve found the common painpoint for many companies is the “How We Work Together” dimension. It’s not hard to understand why. Inside the walls, cubicle to cubicle, department to department—there are an awful lot of internal interactions to get right. But if we want to improve how we move customers through our businesses, then we need to focus on how we work together.
Frost Radar: Voice of Customer Analytics, 2024
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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.
How Human Resources Can Add Value to Customer Experience Excellence
ClearAction
APRIL 18, 2015
How Human Resources Can Add Value to Customer Experience Excellence. Customer experience (CX) is all about people getting what they need in their lives. People in your company are central to designing and delivering great customer experiences. So Human Resources (HR) departments can make a big difference is helping companies achieve CX goals, as we discussed in Part 1 of this article: Seeing HR’s work within the bigger picture of external customers’ needs.
Compliance Analytics: Effectively Gathering and Making Use of Compliance Related Data
Callminer
APRIL 16, 2015
Using speech analytics to improve the compliance of your call center can save you money and help you avoid fines
8 Ways to Tell Whether Your CEO Supports You
Beyond Philosophy
APRIL 14, 2015
'Getting the CEO’s support for any initiative is vital, but how do you tell whether his or her commitment is genuine? Over the 13 years I worked on Customer Experience, I learned the tell-tale signs of authentic commitment. Here is my check list of ways to see if your CEO is committed to your initiative. How to Check the Commitment of Your CEO: Count the number of times the CEO mentions Customers in any communication.
How Voice of the Customer Experience Improves Brand Reputation
Win the Customer
APRIL 13, 2015
'Customers today don’t just want more from their products and service providers, expectations really are higher than they’ve ever been. In a recent report by McKinsey, researchers pointed out that nearly 70% of the overall customer experience from a purchase is based on how customers feel they’re treated throughout the purchase process.
Prepare Now: 2025s Must-Know Trends For Product And Data Leaders
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.
What really matters in patient experience?
Heart of the Customer
APRIL 23, 2015
Transactional surveys are risky. With so much riding on them, there’s too much temptation to game the system – not just by front-line employees, but by managers as well. But healthcare brings it to a whole new level. As a part of the Affordable Care Act, hospitals are judged on standardized patient experience scores (called […]. The post What really matters in patient experience?
Customer Experience Best Practices: Change Management (1 of 2)
PeopleMetrics
APRIL 1, 2015
'Before you implement a Voice of the Customer solution , it''s important to set yourself up for success. Organizational awareness and adoption are necessary for it to take hold. Voice of the Customer software rollout is an exercise in change management—in leading the human side of change. As in any management situation, it helps to have a structured process to achieve your desired outcome.
“In the Moment” for Customer Service
Dennis Snow
APRIL 8, 2015
The only way that we can consistently delight our customers is if we are truly present for them – truly “in the moment.” If we’re not in the moment, we miss the visual, verbal, or even written clues customers are constantly giving us, and we end up processing customers through our systems. And no […].
Five Decisions Contribute to the Delivery of a Meaningful Apology
Customer Bliss
APRIL 23, 2015
'In challenging times, beloved companies make decisions grounded in humility and grace, offering resolutions that honor customers, and show an intention to mend the relationship. Five decisions contribute to the delivery of a meaningful apology. That’s why deciding to “say sorry” is the final decision in my book, “I Love You More Than My Dog.”. 1.
HR Meets AI: The New Way of Keeping Large Workforces Connected and Engaged
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.
Time to Leave Corporate Life
Beyond Philosophy
APRIL 27, 2015
I had achieved my goal. I had “made it” by corporate standards. I was a senior executive with a big corner office and a big salary to match. Over 3,500 people reported to me globally, and I had a budget of millions to “improve the Customer Experience.”. So with all of these great things going in my career, why did I want to leave? It’s simple, really.
The Economics of the Customer Experience
CX Journey
APRIL 28, 2015
Image courtesy of LendingMemo I originally wrote today's post for Confirmit in September 2014. This is a modified version of that post. Not all returns from your customer experience investments are financial. Will that scare your executives? One of the most-frequently-asked questions we hear from companies about listening to customers and, hence, improving the customer experience is: “How can I show ROI for my executives?
It’s time to rethink transactional surveys
Heart of the Customer
APRIL 8, 2015
'As a CX profession we’re addicted to surveys. We want to know more about our customers, and a survey is our first response. A survey by itself is neither good nor bad. But what we forget is the unintended side effects of our surveys. Remember – how you survey your customers is another part of your customer experience. […]. The post It’s time to rethink transactional surveys appeared first on Heart of the Customer.
Customer Experience Best Practices: Change Management (2 of 2)
PeopleMetrics
APRIL 3, 2015
'In part one, we discussed some of the risks of a failed Voice of the Customer rollout, and we covered four customer experience best practices for managing change. I f you missed the first part, then click here to check it out. If you’ve been-there-done-that, then read on, bold adventurer. 1-4. Best Practices, Revisited. For the sake of clarity (and to refresh your memory), here are the four best practices we covered in part one : Build awareness, and plan communications.
eCommerce in 2025: How Customer Experience Drives Online Retail Success
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
Flipped Classroom: Definition and Details
ProProfs
APRIL 2, 2015
Educators — from elementary school teachers to corporate trainers — are using the flipped classroom model to enhance their students’ learning experience. But what is exactly is a flipped classroom and how does it work? This post provides a flipped classroom definition and explores how the model can be put into action. Flipped learning definition.
Customers Tell Your Story and Grow Your Business
Customer Bliss
APRIL 16, 2015
'When you make decisions that respect and honor customers, you will earn their admiration; eventually even love. Then customers will begin to grow your business for you. “I Love You More Than My Dog ,” is a reminder that people are bound by emotion to the things they love. They are bound by emotion to behaviors they love. What binds dog lovers to their pets is the constant devotion they receive from them: a warm welcome. caring nature. selfless actions.
Mobility Infographic Confirms Mobility is the Future
Beyond Philosophy
APRIL 23, 2015
Two billion people now use smart phones, and in America, for at least two hours a day. Many Customers only Customer Experience with you might be a Mobile Experience. How will they feel about yours? What does your app say about you? The Economist’s recent article, “ Planet of the phones ” describes the smartphone as the defining technology of the 21st Century.
What Do Your Employees Know About Customer Experience?
CX Journey
APRIL 21, 2015
'Image courtesy of xianrendujia What do your employees know about customer experience? I''ve been talking about the importance of employees to the customer experience since my days at J.D. Power and Associates 20 years ago; sadly, in the heat of customer experience design efforts, employees are still forgotten. Company executives say: " We''ll collect feedback from employees later.
How to Easily Navigate Crypto Accounting in the Web3 Era
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
Dan Arielly nails customer empathy
Heart of the Customer
APRIL 27, 2015
I’m a big fan of Prof. Arielly’s work, such as the book Predictably Irratinoal, and subscribe to his weekly Q&A. His response to a question this week offers great advice to us in CX who are trying to create customer empathy. Dear Dan, I’m an air-traffic controller at a large airport. I don’t work in […]. The post Dan Arielly nails customer empathy appeared first on Heart of the Customer.
8 Questions to Ask Voice of the Customer Vendors
PeopleMetrics
APRIL 15, 2015
'Over the years, we''ve talked to many companies looking to outsource their Voice of the Customer software. We’ve also fielded questions from companies hunting for new partners because their current solutions weren''t delivering the value they needed. So, if you need to find a new Voice of the Customer solution, this post is for you. Here are eight questions to help you qualify a partner. 1.
In the World of Customer Experience: How dare you be ordinary!
The DiJulius Group
APRIL 29, 2015
The following is content taken from: The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World Who are you to be ordinary? I don’t want to live an extraordinary life so I have a bigger bank account, nicer car, house, and more toys. I know that if I live an extraordinary life, […].
Build a Listening Machine to Optimize Customer Feedback
Customer Bliss
APRIL 30, 2015
The information your customers give you includes the broken things blocking your customer reliability. Optimizing customer feedback is one of the most straightforward ways to garner the momentum for customer focus, yet most companies don’t do it in an organized way. You don’t need to spend millions on a “satisfaction” survey. You have the information right at your fingertips.
7 Essential Criteria for Choosing the Right Payments Partner
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.
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