How Does Collections Analytics Improve Agent Performance?
Callminer
JUNE 10, 2016
Think, for a moment, about the last time you had an exceptional experience as a customer. What stood out to you? What do you remember the most?
June, 2016
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How Many of Your Customers Have Suggestions for Improving Customer Experience?
PeopleMetrics
JUNE 16, 2016
As a customer experience company, we field a lot of questions from prospects about customer feedback. In fact, it’s common for prospects to have a system for collecting feedback—from rudimentary snail-mail surveys to online survey platforms. But it’s uncommon for them to have a system for acting on that feedback. Here's the thing: If you’re not acting on customer feedback, then there’s not much reason in collecting it.
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Trending Sources
Killers of Corporate Life
Beyond Philosophy
JUNE 20, 2016
There are 2 killers of corporate life – speed and politics. Let me give you some background. Before setting up Beyond Philosophy I spent most of my career working in large corporate companies, climbing the ladder of success. I reached the exalted heights of SVP leading a team of 3,500 people globally before I left to start Beyond Philosophy, a customer experience consultancy, back in 2002.
Robotic Process Automation and Evolving the Customer Experience
Uniphore
JUNE 1, 2016
The Robots are coming for our jobs! There’s been a lot of recent alarmist press about robots and automation that feeds into the dystopian point of view so prevalent in popular culture these days. Rather than zombies and killer viruses we’re looking at the era of smart machines, drones, autonomous cars, and even self-service kiosks at McDonald’s now dispensing all you can eat fries in some markets – now that’s something to worry about!
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
3 Ways to Automate Customer Service with Human Connections
Win the Customer
JUNE 23, 2016
One of the big challenges for brands using social media for customer service —and also making an effort to proactively reach out to customers with live chat and chatbots on their website—is striking a balance between customer service automation and real human connections. If you’ve ever taken a science class, you’ve probably heard of the triple-beam balance.
Instant Satisfaction: How to Meet Rising Customer Expectations
Return Customer
JUNE 1, 2016
As Internet speeds increase and technology becomes more sophisticated, customer expectations of companies’ online performances have also risen. In 2015, 47 percent of U.S. corporate executives said their customers’ service expectations were higher than three years ago, while 35 percent said they were much higher. Nearly two-thirds of these companies said it was somewhat or very difficult to please customers, while 77 percent agreed the Internet and consumer apps were raising the bar
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More Trending
20 Customer Service Training Ideas and Activities for Busy Teams
Comm100
JUNE 16, 2016
Whether you’re planning a training course or using external courses, it’s important to take a break and have some fun in order to keep your team members engaged. The following games may seem trivial, but they do more than simply drive a concept or point home: they help foster a sense of teamwork and shared direction. Planning activities can take a lot of time that your training instructor might not have to spare.
Retail’s Worst Nightmare – Virtual Reality!
Beyond Philosophy
JUNE 15, 2016
Over the past few months, some retailers have been experimenting with virtual reality. With sales lagging, they‘re hoping that in-store virtual reality experiences will be the magic ingredient that lures shoppers back. Now, though, eBay has announced that it is launching the world’s first virtual reality department store. eBay’s new venture is being rolled out in Australia in partnership with Australian retailer Myer, and it requires nothing more than a free smartphone app and a pair of cardboar
Marketing Solutions to More Actionable Insights
C3Centricity
JUNE 19, 2016
Marketing depends upon actionable insights to satisfy and delight their customers. How comfortable are you with your own process and the actionability of the results? Insights are the holy grail that all businesses seek but rarely find. Are you one of them? If so then I have some tips on how you can get better [.]. The post Marketing Solutions to More Actionable Insights appeared first on C3Centricity.
4 Ways Improving Customer Relationships Can Help Build Your Brand
Win the Customer
JUNE 1, 2016
Today, brands can use social media to strengthen brand awareness, create customer loyalty, and build lasting relationships with customers. Customer loyalty is becoming more and more elusive, especially in our contemporary world. Before online transactions and exchanges became the norm, retailers were able to foster physical, and, at times, emotional interactions and connections with consumers.
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.
4 Steps to Meet 24/7 Customer Service Expectations on Social Media
Return Customer
JUNE 15, 2016
Social media customers have increasingly demanding expectations. About 95 percent of millennials expect brands to have a Facebook presence, and over 80 percent expect brands to be on Twitter, HubSpot research found. According to Edison Research, 42 percent of customers expect service requests made through social media to be handled within 60 minutes, while 32 percent expect a response within 30 minutes.
Customer retention: 35 data-backed approaches
Customer Bliss
JUNE 23, 2016
I talk often about customer experience , but recently I’ve heard from some followers that they’d like a bit more on customer retention. The first thing to understand about customer retention is that obviously it comes straight from customer experience. In short, if the customer experience is good, the customer retention is there. Also there: referral.
Make Your Customer the Hero of Your Story
Heart of the Customer
JUNE 23, 2016
Imagine your customer’s interaction with you as a story. It has a beginning—when your customer first contacts your company—and an ending—when their interaction with you is completed. It has a hero—your customer. And it might even have an antagonist—the problem your customer has come to you to solve. But the first question is, does your […]. The post Make Your Customer the Hero of Your Story appeared first on Heart of the Customer.
Exposed: Lazy Employees Are Good For You!
Beyond Philosophy
JUNE 13, 2016
We’ve all encountered these people in the workplace. The guy who wanders around joking with everyone but never seems to do any actual work. The woman who files her nails when she should be typing a report. The slacker who…well…nobody actually knows where the slacker is or what he’s doing! Co-workers label these folks ‘lazy’ and resent them for not doing their share.
Prepare Now: 2025s Must-Know Trends For Product And Data Leaders
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.
#PeopleSkills Smarts: Communicate or Become Irrelevant
Kate Nasser
JUNE 5, 2016
Use people skills smarts and communicate. It prevents voids & vacuums of trouble. Latest business leadership tips fr Kate Nasser, The People Skills Coach™. The post #PeopleSkills Smarts: Communicate or Become Irrelevant appeared first on KateNasser.com.
Modern Conveniences Your Online Customers Expect
Win the Customer
JUNE 7, 2016
From automated purchasing and shipping to simple returns and mobile-friendliness, these are the modern conveniences your online customers expect from your business. Today’s customer expects a lot. Online shoppers expect even more. And their expectations should not be ignored. In the United States alone there are more than 191 million online shoppers.
15 Top Customer Service Training Courses for Your Agents (Half Are Free)
Comm100
JUNE 30, 2016
Time and time again, we see evidence that great customer service experiences are critical in maintaining customer loyalty and satisfaction. According to research conducted in 2015 by Aspect Cloud Solutions , 76% of respondents see “customer service as a ‘true test’ of how much a company values them.” And customer service training is vital to maintaining excellent customer relations.
Improve customer experience through design for reliability
Customer Bliss
JUNE 9, 2016
“Proactive experience reliability and innovation” — which is another way of discussing design for reliability — is one of my five customer experience competencies , which I’ve developed over 30+ years of doing this customer-driven work with companies of all sizes. In Episode 3 of my new podcast , I talk a good deal about design for reliability with Scott Dille, a Senior Vice President at Northern Trust.
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.
You can’t teach employees to care
Heart of the Customer
JUNE 13, 2016
I was presenting at a healthcare conference on the importance of managing your in-clinic experience. In the Q&A session an attendee asked, “How important is hiring versus training? If you have a front-office person who isn’t that friendly, how can you teach her to be nicer?” It’s a great question, and one that isn’t asked […].
Uncover The Specific Emotions You’re Evoking
Beyond Philosophy
JUNE 8, 2016
I’m happy to report that more and more companies realize that emotions are significant to the Customer Experience. It’s an excellent first step. But it isn’t enough. Thinking that emotions are important in Customer Experience, or even that positive emotions are important to our Customer Experience isn’t enough. In general, business needs to get specific about the emotions in their Customer Experience.
Six ways to build the internal reputation of your customer insight team
MyCustomer Experience
JUNE 6, 2016
Why do some customer insight teams have a better internal reputation than others? Did some insight leaders just get lucky, with a great. 30th Sep 2022 Building your insight team's internal reputation. By Paul Laughlin Managing Director.
New Thinking, New Ideas, New Successes!
C3Centricity
JUNE 5, 2016
Things have been pretty hectic for me these past few weeks. As you read this, I am in New York presenting at the CASRO Technology and Innovation Event, 6th to 7th June. If you’re attending the event, please stop me and say “HI”; it would be awesome to meet some of my Amercian readers! I [.]. The post New Thinking, New Ideas, New Successes!
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
Understanding Business-to-Business Purchase Decisions for Customer Experience Management
ClearAction
JUNE 18, 2016
Understanding Business-to-Business Purchase Decisions for Customer Experience Management Lynn Hunsaker. Does your business-to-business (B2B) customer survey portfolio monitor expectations of everyone who impacts buying decisions? If not, representative samples at the account level may not be representative at all when it comes to what really drives decisions to buy and re-buy from you.
How Fidelity Embedded Customer Experience Across the Business, With Parrish Arturi [CB9]
Customer Bliss
JUNE 14, 2016
Episode Overview. In this episode, I have the pleasure of speaking with Parrish Arturi. Parrish is the SVP of Retail Service and Experience Delivery at Fidelity Investments. He’s no stranger to making the rounds on business journalism and customer experience shows — he previously appeared on the Fast Leader podcast and did a ‘Quick 6’ of questions with Customer Experience Matters.
CX Vision lessons from the Glen Canyon Dam (and Isaac Asimov)
Heart of the Customer
JUNE 7, 2016
I visited Antelope Canyon a few weeks ago. It’s a terrific trip, and I highly recommend it. As a part of the trip we visited the Glen Canyon Dam. Upriver of the Hoover Dam, it creates Lake Powell, the second largest man-made lake. The tour guide shared the three priorities for the dam: Water management […]. The post CX Vision lessons from the Glen Canyon Dam (and Isaac Asimov) appeared first on Heart of the Customer.
More shocking news about Airbnb!
Beyond Philosophy
JUNE 29, 2016
Airbnb, the home sharing site that says you can “Belong Anywhere,” is suffering! They have now launched legal action against San Francisco over a new law that would require it to delist hosts who have not registered their living spaces. Furthermore, New York could ban Airbnb users hiring out apartments. Recently, though, Airbnb have also been caught up in a wave of claims that its independent hosts discriminate based on race.
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
How Consumers Are Changing the Face of Customer Service (Infographic)
Provide Support
JUNE 2, 2016
In today’s digital, fast-paced world customer expectations and the rules of customer engagement are rapidly changing. What used to be acceptable and satisfactory in customer service a while ago is no longer enough. Being able to recognize and adjust to these new dynamics is absolutely vital in acquiring and retaining customers. While failure to address the changing consumer needs can put your business at risk.
Customer Service Infographic
Customer Service Training
JUNE 30, 2016
Customer Service Infographic; Use this Handy Illustration of Key Customer Service Statistics in your Customer Service Training
The Elusive ROI of Customer Experience
CX Journey
JUNE 23, 2016
Image courtesy of wallstreetinvestinggroup I originally wrote today's post for Intradiem. It appeared on their blog on January 25, 2016. Have you been able to prove the ROI of focusing on the customer experience to your executives? When you're trying to get executive commitment for your employee and customer experience improvement initiatives, what's the first question they ask?
The 17-second customer experience strategy
Customer Bliss
JUNE 30, 2016
I’ve been doing customer experience strategy and customer-facing, customers-as-growth-engines work for north of 30 years now. I’d never claim in reality that you can ‘hack’ the system in 17 seconds. The work is hard and demanding. I named my podcast The Chief Customer Officer Human Duct Tape Show for just that reason: in this work, you’re typically the ‘duct tape’ of your organization.
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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