Callminer

JULY 28, 2016

More executives are turning to advanced analytics to measure customer and agent interactions and ensure their call centers are performing at a high level.

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Beyond Philosophy

JULY 11, 2016

In case you missed it, the world has gone online! If you haven’t gone online with your Customer Experience, too, it’s time. To be honest, if you haven’t begun, you’re late. The digital transformation of your present Customer Experience is long overdue. Consider this graph of which devices customers use at home: Nearly everyone has a computer or smartphone, and close to three quarters have a tablet.

Social Media 122

Social Media Customer Experience Technology Technology 122

Customers That Stick

JULY 17, 2016

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 Loyalty 107

Customer Loyalty Customer Service 107

Win the Customer

JULY 13, 2016

Marks & Spenser, the U.K.’s largest chain store, has decided to stop playing music in its stores following feedback from customers, the retailer announced at the end of May 2016. For the past 10 years, M&S had been playing piped music in its 852 stores, following the example of many other retailers. Complaints from customers and anti-noise groups, coupled with extensive research, prompted the policy change.

Sales 97

Sales E-commerce Retail Manufacturing 97

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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

JULY 2, 2016

Your brand is not what you think it is! It is what your customers think it is; its brand image, personality and its value to them. I was lecturing at Miami University a couple of weeks ago on brand image and personality. These are two vital elements of branding. They need to be clear and consistently represented in all your communications. If you’re having issues with your own brand in either of these areas, then you’ll find the following article both interesting and valuable.

Social Media 96

Social Media Sales Start-ups Customer Survey 96

Customer Experience Matrix

JULY 20, 2016

When we last left Teradata Marketing Applications , it had just been sold to Marlin Equity Partners , whose major previous investment in marketing technology was SaaS email provider BlueHornet. At the time, I expected Marlin would merge the Teradata applications (mostly the old Aprimo product line, plus eCircle email and some other bits) with BlueHornet and was puzzled by why Marlin thought this would result in a good business.

Innovation 82

Innovation Start-ups Technology Technology 82

Beyond Philosophy

JULY 25, 2016

The other day, I walked into a coffee shop that smelled like a damp basement. It only took me a couple of minutes to decide that I didn’t really want coffee after all. That same week, I was walking through an airport when I smelled the aroma of hot cinnamon rolls. Cinnabon was calling me. Even though I wasn’t hungry, I wanted one of their hot, gooey, calorie-laden treats.

CX 121

CX Retail Customer Experience 121

Heart of the Customer

JULY 24, 2016

Kris LaFavor is the founder of DesignAhead. In addition, Kris is Heart of the Customer’s go-to designer for all of our journey maps (she also designed our website, so we’re big fans!). In this post, Kris lays out her guidelines to make sure our maps have that visual impact that is so critical to driving […]. The post Journey Mapping Design – the 5 Design Principles that will enable your journey map to drive change appeared first on Heart of the Customer.

Customer Experience 74

Customer Experience 74

Win the Customer

JULY 22, 2016

Without the proper website construction and marketing campaign, your business is going to remain lost online. There are several ways to increase your exposure, and most of the methods only require a little time and effort. Paycor notes that according to SCORE, only 51 percent of companies have a website. Assuming you have a website but you’re still not getting traffic, it likely has something to do with the way your website is setup and how you’re marketing to your customers.

Social Media 75

Social Media Construction Engineering Technology 75

C3Centricity

JULY 2, 2016

Your brand is not what you think it is! It is what your customers think it is; its brand image, personality and its value to them. I was lecturing at Miami University a couple of weeks ago on brand image and personality. These are two vital elements of branding. They need to be clear and [.]. The post What Every Marketer Needs to Know about Brand Image, Equity, Personality & Archetypes appeared first on C3Centricity.

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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

Comm100

JULY 6, 2016

Customer satisfaction is a crucial metric. Knowing how your customers feel about your product, services, and support team is critical to understanding how to grow as a company. Customer satisfaction surveys can help you yield useful data that otherwise could be hard to quantify. Yet knowing what to ask, and then creating a survey from scratch, can be a daunting task.

Customer Satisfaction 71

Customer Satisfaction Customer Loyalty Social Media Customer Service 71

Callminer

JULY 29, 2016

The post Top 3 Reasons Your Call Center Needs Customer Engagement Analytics appeared first on CallMiner.

Customer Experience 140

Customer Experience 140

Beyond Philosophy

JULY 18, 2016

Many of you will have seen this video of a little girl whose parents surprised her with a new doll? The doll is special because it has a prosthetic leg – just like its recipient. It’s hard not to get choked up as you watch her burst into tears as she hugs her new friend for the first time. The girl’s parents posted the video on Facebook and it quickly went viral.

CX 113

CX Manufacturing Customer Experience 113

Heart of the Customer

JULY 7, 2016

We often get calls from organizations who want to hold a journey mapping workshop, but have no time or budget for research. Our willingness varies depending on what the client is looking to accomplish. There are times when a workshop is absolutely the best journey mapping methodology – and times when it’s a train wreck. […]. The post The best (and worst) uses of journey mapping workshops appeared first on Heart of the Customer.

Customer Experience 68

Customer Experience 68

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

JULY 15, 2016

The saying “the customer is always right” has been around for so long that we seldom give it much thought. The real question, however, is whether or not it’s true. If you have a business, it’s crucial to satisfy your customers. It’s hard to deny that you must make your customers’ needs a priority. Let’s look at four facts that prove this assertion.

Finance 71

Finance Sales Customer Service Customer Experience 71

C3Centricity

JULY 31, 2016

I had lunch last week with one of my ex-colleagues. We decided to try a new restaurant close to where she works. It’s only been open a month, and it shows. This hospitality outlet certainly has a lot to learn about customer centricity! I was able to share our “adventure” with the proprietor when his manager (naively?) asked us if we had enjoyed our lunch.

Hospitality 90

Hospitality Hospitality Sales Customer Service 90

Customer Bliss

JULY 13, 2016

Guest Post by Chip R. Bell. Chip R. Bell is a renowned keynote speaker and the author of several best-selling books. His newest book is Sprinkles: Creating Awesome Experiences Through Innovative Service. He can be reached at www.chipbell.com. How’s Everything? Ever had a maitre’d, waiter or waitress saunter up to your table and ask the ubiquitous “How’s everything?

Customer Feedback 67

Customer Feedback Innovation Customer Survey Customer Service 67

Callminer

JULY 11, 2016

Thousands of call center professionals. One spectacular location. Five days of inspirational, educational, customer-oriented keynotes, sessions, demos, and more designed to help companies deliver exceptional customer service. This year’s #CallCenterWeek (CCW) in Las Vegas, NV showcased what is becoming increasingly clear: Customers expect service on their own terms whenever they need it, in whatever digital […].

Education 140

Education Customer Expectations Customer Service Contact Center 140

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

JULY 6, 2016

As a Customer Experience consultancy, Beyond Philosophy , we have worked in China on a few occasions. We learned a few things about what to do and what not to do there, as it pertains to Customer Experience. Three Truths Every Marketer Should Know about CX in China. China is still in the early stages of Customer Experience discovery. China sees us as the thought leadership of Customer Experience.

CX 113

CX Social Media Customer Experience 113

PeopleMetrics

JULY 27, 2016

If you’ve been reading our blog, you know by now that customer experience management is an exercise in perspectives. In a way, it’s almost like an elaborate game of Telephone: the further you are from a customer’s transaction, the more disconnected you become from their needs, their concerns, and their purpose for doing business with you. Far away from the customer, it becomes easy to buy into intuition and personal perspective.

Customer Experience Management 63

Customer Experience Management Sales Customer Experience Gaming 63

Heart of the Customer

JULY 12, 2016

As the summer goes on and the Fourth of July approaches, I’ve found myself thinking once again about the principles that our nation was founded upon. I am reminded that the signing of a document, even one as revered as the Declaration of Independence, was such a decisive point in our history – actually in […]. The post We Hold These Truths: Implementing CX Governance appeared first on Heart of the Customer.

Government 60

Government CX 60

C3Centricity

JULY 17, 2016

One of the best ways to a deeper understanding of your customers is to watch and listen to them whenever you can. Observation and listening are powerful but often underutilised tools of the marketer. It is, therefore, disappointing that so many companies run to conduct market research, usually a qualitative study, as a first step [.]. The post Five Rules of Observation and Why it’s Hard to Do Effectively appeared first on C3Centricity.

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VOC

Customer Bliss

JULY 12, 2016

Episode Overview. Welcome to Episode 13 of my podcast. (It’s lucky, don’t worry.) In this episode, I’m talking with Dave Mingle, the General Director of Global Customer Experience Execution and Planning for General Motors. In our conversation, Dave and I discuss the multi-year path that GM has been on. First, they needed to evaluate and establish the need for embedding customer experience.

Customer Experience 0

Customer Experience Retail Customer Journey Map Social Media 0

Kerry Bodine

JULY 26, 2016

I love bringing our clients’ customers into journey mapping workshops. There’s nothing quite like hearing about customers’ enjoyable, confusing, and downright frustrating experiences while talking with them face to face. But at the outset of our journey mapping projects, many of our clients worry that they won’t be able to convince any customers to join them.

Legal 59

Legal B2B Technology Technology 59

Beyond Philosophy

JULY 27, 2016

We see this all the time in our Customer Experience consultancy: We come in with a Customer Experience program that we want to deliver. We have detailed emotional outcomes that we have orchestrated deliberately and meticulously. We give it to the customer-facing teams…. …and then, they carry on doing what they always did! Why do they keep doing the same things?

Net Promoter Score 112

Net Promoter Score Customer Experience Start-ups CX 112

CX Journey

JULY 7, 2016

Today I'm pleased to share a guest post by Vit Horky of Brand Embassy. Isn’t science awesome? As Bill Nye said, the great thing about it is that it’s true, whether you believe it or not. That’s why I’m so excited about the new research showing that our decisions are guided by emotions in ways we never imagined. This has the potential to completely revolutionize the way we think about customer service.

Customer Experience 58

Customer Experience Social Media Contact Center Customer Service 58

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

Comm100

JULY 28, 2016

A lot of different concerns crop up when you consider the best way to train your team in customer service. It’s enough work to consider all of your options and find the best course ; you also have to learn how to implement the training to get the highest ROI. But now you can stop guessing, as we’re presenting you with some of the best customer service training advice in the industry from a seasoned professional, Ray Miller , who is the CEO of e-learning solution company The Training

Customer Service 57

Customer Service Education Customer Experience Customer Expectations 57

Provide Support

JULY 21, 2016

Lessons Learned Working In Customer Service. With so many stories of bad customer service we hear these days, many people are getting the impression that customer service jobs are entry-level or unimportant roles taken just to get by until a better opportunity. Do you share the same view? I hope, not. For me, it’s just the opposite. An experience of working in customer service, even as a temporary job, can be a stepping stone to a great career and many other life achievements.

Customer Service 54

Customer Service 54

Customer Bliss

JULY 14, 2016

Short post this week as I’m in the middle of moving, but I wanted to take a few seconds and discuss leadership accountability as relates to customer experience. In the writings and speeches I’ve done, I commonly refer to this as “one-company leadership.” That’s where you need to get to as an organization. The entire company, beginning with the senior leadership team, needs to be on the same page with regard to what the customer experience is — and why it’

Customer Experience 61

Customer Experience B2B Sales Innovation 61

Customer Service Training

JULY 27, 2016

Use this page to find and showcase examples of exceptional customer service training.

Customer Service 52

Customer Service 52

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Customer Service