Callminer
SEPTEMBER 28, 2014
What can call center agents do to ensure they handle customer concerns efficiently? Sound like a real person (instead of a robot). Here’s how to do it.
Beyond Philosophy
SEPTEMBER 9, 2014
'How many times have you undertaken Customer research to discover what a Customer wants you to do to improve their Customer Experience only to discover when you implement this, it has no effect? What is going wrong here? Quite simply, on many occasions Customers don’t know what they want and will say the first thing that comes to their head. Therefore to discover this ‘hidden’ aspect of a Customer Experience you need to undertake a different form of research.
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Customers That Stick
SEPTEMBER 15, 2014
'At the core of all customer experience is communication. Communication helps direct a customer to the right department, helps make a customer feel valued, and helps give context to a product or service. Communication is among the most important of variables and, in many cases, the easiest to improve. Sometimes, the simplest things get lost in the sea of complexity that is modern business.
Win the Customer
SEPTEMBER 21, 2014
'If you don’t like change, your going to like irrelevance even less. If you’re looking for an example of the customer experience revolution, Amazon has shown the way to innovate and dominate by putting the needs of customers first. Making experience the heart of business strategy, Amazon has shown that customer service and customer experience really do matter […].
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
Heart of the Customer
SEPTEMBER 11, 2014
'You would think that the return on customer experience is obvious. A better customer experience improves loyalty, and loyalty means you can spend more time serving customers than chasing new ones, resulting in cost savings. There are a number of studies that support this contention, including: Medalia reports that customers who report a great customer experience spend 140% more than those who report the worst experiences, and that a subscription-based customer are 72% more likely to remain a
Customer Bliss
SEPTEMBER 4, 2014
'Many companies try to copy the actions that result from beloved companies’ decisions. The fact of the matter is decisions that earn customer love are not easily reached. To achieve the same impact, what enabled the decision must exist. You must get beyond the decision itself and possess the intention and motivation what lies beneath it. It’s the intent (the “what”) and the motivation (the “why”) behind decisions that bond people with companies.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
SEPTEMBER 11, 2014
'Each year, we do a Global Leader Survey of top executives in Customer Experience Management. Last year’s survey revealed that Amazon claimed the top spot and Bank of America…well, didn’t. While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. That is to say, Amazon has it—and Bank of America doesn’t.
Customers That Stick
SEPTEMBER 25, 2014
'Meet Ali Banks! Ali Banks’ began her career in architecture but left her real estate development job to pursue her love of food at Le Cordon Bleu, Paris. Her food adventure brought her back home to New York and now Chicago. Currently the Resident Chef for Sur La Table, Chicago, she teaches hands-on cooking classes to adults and children. Additionally, she is the recipe developer for Sitka Salmon Shares and enjoys experiencing the operation first hand by fishing in Alaska.
Win the Customer
SEPTEMBER 24, 2014
'80% of companies say they deliver “superior” customer service, but only 8% of customers think these same companies actually deliver “superior” customer service. Though most brands believe that their customer service is adequate to keep their customers happy, it’s clear that most customers feel otherwise. When a person purchases products or services from a brand, the […].
Heart of the Customer
SEPTEMBER 5, 2014
'One impact of being in a new capability is trying to describe it. My wife doesn’t really know what I do, so how can I effectively communicate customer experience to somebody who’s never heard of it? This is a common topic among my CX friends. How do we explain what we do to others? If they don’t give me a blank look, most folks hear customer experience and ask, “So, you work in a call center?
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Customer Bliss
SEPTEMBER 18, 2014
'In a world where products and services are available in a hundred variations, beloved companies get a disproportionate piece of the pie because of how they treat their employees and customers. Beloved companies blend commerce with their humanity. They blend their personal lives with their business lives. They make decisions that are congruent with honoring the person on the other side of the transaction.
CX Journey
SEPTEMBER 23, 2014
'Image courtesy of Unsplash Today''s post is inspired by a couple of different conversations that happened over the past week or so. What''s the difference between a customer experience lifecycle map and a customer journey map? I thought it was worthwhile to clarify because the difference is in the details! Literally. I''ll start with the customer experience lifecycle map.
Beyond Philosophy
SEPTEMBER 23, 2014
'Two flights. Two grounded planes. Four angry passengers, one of them with a wet shirt. Two planes worth of delayed passengers. And one big question: Is it okay to recline your seat on a flight? I am referring to the two incidents a couple of weeks ago involving the issue of reclining a seat on a flight. The first event took place on a United Airlines flight and involved a Knee Defender , a device that a passenger can secure to the tray table to restrict the seat in front of them from reclining.
Customers That Stick
SEPTEMBER 18, 2014
'Guest Poster: Kristen Gramigna. Kristen Gramigna is Chief Marketing Officer for BluePay , a credit card processing firm, and also serves on its Board of Directors. She has more than 15 years experience in the bankcard industry in direct sales, sales management and marketing. Building a base of loyal customers can be one of the most effective ways to increase your profitability and optimize your customer acquisition costs, but what does it take to win the favor of Millennials (consumers who are
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.
Win the Customer
SEPTEMBER 17, 2014
'Not only is it cheaper to keep a customer than to win a new customer, peeping customers happy is easier than fixing an angry customer. But let’s face it, no matter how much we try to keep disasters at bay, there will always be isolated cases where customers end up unhappy with the products and […].
Heart of the Customer
SEPTEMBER 25, 2014
'Kelly Ohaver is the Client Experience Manager at the City of Centennial, as well as an active CXPA member. Her mission is to introduce customer experience principles to improve the city’s experience for its citizens and clients. She describes her job as “the most fascinating, challenging, and rewarding job ever” as she strives to bring an outside-in focus to the city.
Customer Bliss
SEPTEMBER 30, 2014
'Customer metrics propel the organization into understanding the customer end-game. They supply leaders with a platform to stand behind and reinforce. Getting to the classification of revenue and profitability by customer group is not a trivial project. The key is to come up with labels and categories for these groups that are simple yet meaningful.
CX Journey
SEPTEMBER 2, 2014
'Image courtesy of Unsplash | André Spieker When you listen to customers or to employees, do you really listen? Or are you already anticipating your response or your reaction before they''re finished talking? Stephen R. Covey said: Most people do not listen with the intent to understand; they listen with the intent to reply. Unfortunately, this is so true.
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.
Beyond Philosophy
SEPTEMBER 26, 2014
'Most of us think that people make decisions, especially big, consequential decisions, based on a rational assessment of the consequences of that decision. The stock market is a great example. Clearly it makes sense that who fares best in the stock market are those investors making logical, rational choices. Certainly with the types of investments that are made, the sophistication of the analytics that is undertaken and the vast sums of money involved you would want to think that that is the cas
Customers That Stick
SEPTEMBER 22, 2014
'…we have failed. Failed to listen closely enough. Failed to communicate effectively enough. Failed to provide enough value. Not every customer lost is a failure. Customers’ needs change. Some customers move out of the market, some lose the ability to pay, and some simply no longer need our product or service. Yet, if we look at why most customers are lost, a great many represent a failure of customer experience or of customer service.
Win the Customer
SEPTEMBER 19, 2014
'US-based companies spend more than $300 billion every year on outsourced contact center services. Outsourcing has come light years from what most people imagine and contact center services providers often are the key to helping small and mid-sized organizations compete in the global marketplace. Radical changes have been happening in how customers buy and what […].
Heart of the Customer
SEPTEMBER 17, 2014
'CX (Customer Experience) Day is only a few short weeks away. If you want to learn more about the day, visit www.CXDay.org for more details. A team of CXPA members has worked hard to create a “Buzz Kit” – everything you need to promote CX Day in one place. It includes tent cards you can promote at your company, suggested tweets, and even a social media badge.
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 Bliss
SEPTEMBER 9, 2014
'The experience you gain by working through the customer experience competencies and holding people accountable to customer metrics and accountability forums will condition the organization to redevelop the customer experience for greatest marketplace differentiation. For many people, this is what they thought was going to happen right away. Managing the corporate patience to develop the required competencies to establish a reliable experience is not easy.
CX Journey
SEPTEMBER 16, 2014
'Background image courtesy of Unsplash Which should you focus on: reputation management or customer experience management? Or both? With sites like Yelp, TravelAdvisor, Angie''s List, and more (not to mention Twitter, Facebook, blogs, etc.), companies have a myriad of options for listening to customers online and uncovering when and where good and bad experiences are taking place.
Beyond Philosophy
SEPTEMBER 17, 2014
'Humans are by nature prejudiced. However, the word prejudice conjures up negative images in most of our minds. When you read my title, you probably wanted to answer no, because we have been taught that prejudice is inherently wrong, and clearly there are a number of prejudices that are abhorrent; race and religion, spring immediately to mind. Unfortunately prejudice is natural within people.
Customers That Stick
SEPTEMBER 29, 2014
'One of the (usually) fun things about being in the customer service/customer experience space is that friends, family members, and colleagues like to tell you about their newest customer service adventures — positive or negative. The following happened to a colleague of mine a few weeks ago. The setting has been altered slightly to protect the guilty.
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
Win the Customer
SEPTEMBER 12, 2014
'In digital world, thoughts and opinions are processed at lightning speed, so with the very real possibility of a customer’s negative experience going viral, businesses are making exceptional (and proactive) customer service an operational necessity.
ProProfs
SEPTEMBER 19, 2014
'Today, mobile technology has been adopted on an unrivalled scale. With an ever increasingly large audience performing business, social and consumer transactions over the phone, you can no longer assume that your surveys will be responded to via laptops or desktop computers. Keeping this in mind, we at ProProfs decided to offer all our customers the gift of speed and ease of use.
Customer Bliss
SEPTEMBER 11, 2014
'Customers’ nerves are raw. Nearly every interaction tests them now. Become the company that steps up with kindness, action and empathy. Just like a good friend who’s there when times are tough – choose to be that kind of company. Customers WILL remember. Here are five actions that will bring you dividends in business, goodwill and word-of-mouth. 1.
CX Journey
SEPTEMBER 19, 2014
'I originally wrote today''s post for Intradiem. It was published on their blog on May 19, 2014. Have you thought about this question: "In your company, are customers persona non grata?" OK, a little Latin refresher to start off. What does "persona non grata" mean? According to Wikipedia, it means an unwelcome person. I like the definition from BusinessDictionary.com, which defines it as: A person who is rejected by those whose acceptance of him or her is required in a situation.
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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