Callminer

SEPTEMBER 25, 2016

A well-run call center is one where agents create meaningful relationships with customers. Take a look at CallMiner’s list of 7 call center best practices.

Contact Center 182

Contact Center 182

Heart of the Customer

SEPTEMBER 19, 2016

I presented at the ICMI CC Expo last month in Long Beach. It’s always a great conference, and I look forward to it each year. In the afternoon after my journey mapping workshop I attended a Justin Robbin’s session on metrics. Justin began by asking attendees the most important metric they tracked. Think about it […]. The post What is the Most Important Contact Center Metric?

Contact Center 195

Contact Center 195

Beyond Philosophy

SEPTEMBER 28, 2016

How we feel affects how we behave. Understanding the connection between our feelings and our decisions is an essential foundation for creating customer loyalty and retention. If you aren’t sure this is true, then ask yourself: would I open a Yahoo email account today? Yahoo is in the news all over the world. No longer because of their appointment of an up and coming CEO (that just happened to be female).

Customer Loyalty 167

Customer Loyalty Sales Customer Experience CX 167

Customers That Stick

SEPTEMBER 26, 2016

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Customer Service 164

Customer Service 164

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

SEPTEMBER 12, 2016

If you follow me on social media, you’ll know that I’ve just returned from a three-week visit to Peru. I had the privilege of being the keynote speaker at IIEX-Latam in Lima and decided to take time off to visit the country after the conference. How glad I was that I took that decision, because I discovered that Peruvians are experts in customer delight!

Net Promoter Score 91

Net Promoter Score Social Media Customer Satisfaction NPS 91

Win the Customer

SEPTEMBER 28, 2016

Customer feedback and consumer reviews are very important aspects of any business activity. Traditionally, small retail businesses that keep a brick-and-mortar presence have been able to gather customer feedback immediately and on the spot. These days, however, large companies have many tools that can help them collect and analyze consumer reviews and feedback.

E-commerce 120

E-commerce Customer Feedback Retail Customer Service 120

Heart of the Customer

SEPTEMBER 13, 2016

The intangibles matter. Don’t let bad research ruin your customer experience. Bad research can wreak havoc with your customer experience. It can lead you to ignore a critical moment of truth while working on something with less impact. In one journey map project, we were hired to extend a Big Research Company’s research. They had […]. The post Just because your customers say it isn’t important doesn’t make it so appeared first on Heart of the Customer.

Customer Experience 110

Customer Experience 110

Beyond Philosophy

SEPTEMBER 26, 2016

We all have habits. Some of them are good, and some, well, aren’t. But for good or ill, habits drive our behavior every day, and even more so when we are customers. In my latest book, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level , Professor Ryan Hamilton of Emory University and I explore habits and their influence on how customers behave.

Customer Experience 167

Customer Experience 167

Customers That Stick

SEPTEMBER 19, 2016

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Customer Service 145

Customer Service 145

ClearAction

SEPTEMBER 16, 2016

10 Silos Impact Customer Experience Lynn Hunsaker. Does your business have a silo detective? This might be the highest-ROI effort of your customer experience council, chief customer officer, chief operating officer — or better yet, every employee. Things that don’t make sense in the way business is done can almost always be traced to silo-ization. And the pain of business silos is well-known to everyone, whether employee or customer.

Customer Experience 106

Customer Experience Sales Touchpoint Voice of the Customer 106

Advertisement

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

Fonolo

SEPTEMBER 27, 2016

Operating a successful contact center is rarely a simple undertaking. As any customer support manager knows, there are a number of crucial factors that come into play when looking to succeed in the call center world. We often hear from call center managers who are trying to improve their call metrics with our solutions. But, we wanted to go one step further and pick the brains of some of the most successful contact center leaders for some tips on how to match their success.

Contact Center 98

Contact Center Technology Technology Outlook 98

Customer Bliss

SEPTEMBER 29, 2016

Customer complaints are everywhere, and happen all the time. The word “complaints” is a bad word, yes — on the surface. But there’s power in customer complaints, just as there’s power in any feedback. Quickly, before we get to the action items on this post: think of your favorite brands. Consider brands that you love. You buy from them all the time.

Social Media 95

Social Media Customer Feedback Sales CX 95

Heart of the Customer

SEPTEMBER 27, 2016

Have you created journey maps? The Customer Experience Professionals Association and Heart of the Customer want to learn more about your experience! The survey is closing soon, so make sure to get your response in before it does! Whether you created the journey map for your own company or another, we’d love it if you […]. The post The CXPA and Heart of the Customer want your feedback (Last Chance!

Customer Experience 92

Customer Experience 92

Beyond Philosophy

SEPTEMBER 12, 2016

When you ask a person why they bought something, they can always tell you straightaway. It might not be the reason, but it’s the reason they give. Is the person lying? Except for rare exceptions (politicians, criminals, celebrities learning too late that Twitter and Booze don’t mix), not at all. Many times people don’t know the real reason they did something.

Customer Experience 0

Customer Experience 0

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

Customers That Stick

SEPTEMBER 6, 2016

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Customer Service 132

Customer Service 132

Kate Nasser

SEPTEMBER 25, 2016

Have you ever worked with/for people who crave change? 5 keys to understanding & succeeding with them from Kate Nasser, The People Skills Coach™ |Leadership Teamwork Employee Engagement. The post Leadership: 5 Keys to Succeeding With Leaders Who Crave Change appeared first on KateNasser.com.

92

92

Provide Support

SEPTEMBER 27, 2016

The key to any business success is building trust and establishing strong relationships with customers as those are the main factors that contribute to customer loyalty and generate more sales. Very often though, we unknowingly create barriers that discourage customers from doing business with us, sometimes simply because we don’t realize they exist.

Customer Loyalty 90

Customer Loyalty Sales Customer Service Customer Experience 90

Customer Bliss

SEPTEMBER 15, 2016

Digital storytelling is crucial in customer experience. Before we get deep into digital storytelling and how to maximize your processes around it, let’s briefly set up why storytelling as a whole — and especially digital storytelling — is important in the current business climate. The importance of digital storytelling. Here’s a Wharton interview with Carmine Gallo , the author of a book called The Storyteller’s Secret.

CX 95

CX Gaming Customer Experience 95

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

Kerry Bodine

SEPTEMBER 15, 2016

Journey maps help you take a more holistic view of what your customers experience as they do business with your organization. But just how holistic is that view, anyway? I recently got the following questions from a client, I’ll call him Bob, who was concerned that his company’s journey mapping efforts might still be too siloed for effective decision making and prioritization of customer experience improvement initiatives.

Touchpoint 78

Touchpoint CX Customer Experience 78

Beyond Philosophy

SEPTEMBER 18, 2016

Q: What has two Million phony accounts, 5,300 fired employees, a fine of $185 million and a retiring leader enjoying $124 million in stock and options after retirement? A: Wells Fargo Bank, the latest bank to suffer the scrutiny of the truth and forced to answer for taking advantage of its customers’ trust. Carrie Tolstedt , unit leader of Wells Fargo’s community banking division, is set to retire at the end of this year after 27 years of service.

Construction 166

Construction Sales Customer Experience 166

CX Journey

SEPTEMBER 20, 2016

Image courtesy of real ramona Is your organization suffering from silo-itis? If you answered that question with a "yes," you're absolutely, 110% not alone. Unless your company was intentionally built from the ground up to not function in silos - and you're lucky, and unique, if it was - then silos are an issue for you and for your customers. We all know how detrimental silos can be not only to the customer experience but also to an organization.

Customer Experience 79

Customer Experience Government Omnichannel Gaming 79

Kate Nasser

SEPTEMBER 18, 2016

Leadership Inspiration: With so much focus on metrics how can leaders keep themselves & others inspired? Insight fr Kate Nasser, The People Skills Coach™. The post Leadership Inspiration: Leaders, How Do You Stay Inspired? appeared first on KateNasser.com.

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0

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

Provide Support

SEPTEMBER 12, 2016

Customer Service Tips. The first impression comes after the first greeting. Your customers like to be liked and to feel they are important. The first greeting may become a decisive factor for your website visitors to stay and continue purchasing or to leave. It tells customers who you are and how you feel and what kind of service to expect from you.

Customer Service 77

Customer Service Sales 77

Customer Bliss

SEPTEMBER 22, 2016

Customer experience work has been evolving for years, and it’s now on the radar of more execs than ever before. As such, you have a lot of thought leaders out there up-selling voice of the customer plans. Sometimes these voice of the customer approaches are great, but sometimes they’re put together by people who have never done boots on the ground CX work — and then they tend to be flawed.

Voice of the Customer 94

Voice of the Customer Social Media Start-ups CX 94

Comm100

SEPTEMBER 22, 2016

“Books are the quietest and most constant of friends; they are the most accessible and wisest of counselors, and the most patient of teachers.” – Charles W. Eliot. Sometimes we learn important customer service skills through training, or through years of hard-earned experience. But other times we can take the wisdom someone else has so carefully researched, developed, and discovered by reading a book in your free time.

Customer Service 71

Customer Service Customer Loyalty E-commerce Customer Satisfaction 71

Beyond Philosophy

SEPTEMBER 13, 2016

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. For any offline or online social word-of-mouth initiative to be impactful with key stakeholders, financially and otherwise, there must first be full realization of what it can and can’t do, and what it is and what it isn’t. Based on broad WOM program experience with b2b and b2c clients around the world, I’ve developed four general ‘rules’ for accomplishing this: 1.

Social Media 136

Social Media B2C B2B Touchpoint 136

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

ClearAction

SEPTEMBER 29, 2016

Advancing Customer Experience Expertise in CX Month optimizecx. Customers are the lifeblood of everyone’s food on the table. No matter what your income source is, it’s fueled by customers. That’s why October is one of my favorite months. It’s a time when customer experience professionals take extraordinary care to thank customers — and employees who make a difference in customer experience (CX).

CXM 66

CXM CX Customer Experience B2C 66

Heart of the Customer

SEPTEMBER 6, 2016

In B2B transactions with large companies, it’s all too easy to forget that no matter how big (or even faceless) a company might seem, individual decisions are still made by individuals, just as surely as if it were a mom-and-pop shop up the street. Journey mapping is the perfect tool to explore the thoughts, feelings, […]. The post Journey Mapping Case Study: You’ve Got to Be in It to Win It appeared first on Heart of the Customer.

B2B 60

B2B Customer Journey Map 60

Provide Support

SEPTEMBER 21, 2016

3 Ways Online Support Determines Your Company’s Credibility. If you are a startup, earning customer trust is so important to get those first few clients and get things rolling. However, even if you are a well established business, continuously maintaining customer trust and meeting customer expectations is as important for keeping existing relationships as for making new clients.

Customer Expectations 75

Customer Expectations 75

Customer Bliss

SEPTEMBER 20, 2016

Episode Overview. Tish Whitcraft is what we call a serial Chief Customer Officer, or CCO. She has held a version of this role in over four technology driven and internet companies, including Yahoo, MySpace, and OpenX. In our conversation, Tish walks us through her expanded version of the CCO Role. In her mind (“in her humble opinion”), it’s a mix of the newly-established CCO role and the long-tenured COO, or Chief Operating Officer, role.

Engineering 80

Engineering Business Operations Innovation CX 80

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