Callminer
JANUARY 26, 2017
A Definition of Sentiment Analysis Sentiment analysis is a method for gauging opinions of individuals or groups, such as a segment of a brand’s audience or an individual customer in communication with a customer support representative. Based on a scoring mechanism, sentiment analysis monitors conversations and evaluates language and voice inflections to quantify attitudes, opinions, […].
Beyond Philosophy
JANUARY 30, 2017
I have lied about this. I’d wager you have, too. Moreover, per Groupon’s latest survey, most people lie about being happy about the gifts they receive at the holidays. When I read this study, I wondered if we lie to people about our gift receiving experience, isn’t it also likely we lie about other experiences too? Does that also mean our customers lie to us about how they feel about their Customer Experience?
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Uniphore
JANUARY 26, 2017
Click to Read White Paper. Introduction. Visual IVR has gone mainstream. Widespread adoption of this digital technology is taking place rapidly. However, not all Visual IVR solutions are the same. This document outlines the features you should look for in a digital engagement platform. Read More.
Customers That Stick
JANUARY 30, 2017
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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.
Customer Bliss
JANUARY 5, 2017
Over the holidays, I read two interesting articles about customer experience. The first one, from Forbes , is called “Five Bold Expert Predictions For 2017.” (I am not among these experts, no.) The second article is from Harvard Business Review and called “The Most Common Reasons Customer Experience Programs Fail.” These are admittedly just two articles — there are dozens, if not hundreds, of articles published every day about CX — but if you find the int
Comm100
JANUARY 19, 2017
According to Ruby Newell-Legner’s book, Understanding Customers, “It takes 12 positive experiences to make up for one unresolved negative experience”. As much as we may try and prevent them, negative experiences are a part of life. When our customers are unsatisfied with an interaction with or a purchase from our company, the best thing that we can do is apologize to them.
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
JANUARY 16, 2017
Let’s face it; the holiday season is well over and becoming difficult to even remember. It’s time to get cracking. With a little effort, we should be back on track in no time. If only it were that easy! The truth is the hot mess we return to makes us want to pack up and head right back on holiday. Unfortunately, for the majority of us, this solution isn’t an option.
Uniphore
JANUARY 31, 2017
Developed and first introduced in 2003 by Fred Reicheld, Bain and Company and Satmetrix, Net Promoter Score® (NPS 1 ) has become somewhat of the definitive metric for gauging customer satisfaction and loyalty. Consistently in use by over 66% of Fortune 1000 companies and tens of thousands of customer-centric organizations worldwide, NPS has certainly had a profound influence on global marketing, business strategies, tactics and techniques.
Customers That Stick
JANUARY 2, 2017
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.
Return Customer
JANUARY 19, 2017
Company Culture Trickles Down From the Top. The most successful businesses and brands typically follow the same path when it comes to leadership. If your employees and company culture are a priority to you, your customers and their experiences will be a priority to your employees. Leading by example is critical to the success of your company and is the beginning of what is known as the “waterfall effect.
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.
Customer Bliss
JANUARY 31, 2017
A question I get sometimes: “Of course we want to value customers, but is doing so definitely tied to revenue?” The answer is unequivocally yes. I’ve been talking about this for years, as have many of my colleagues, professional acquaintances, and friends. If you boost customer experience, you boost revenue. Yes, yes, and yes. But it’s still a question out there to many people.
Callminer
JANUARY 24, 2017
Watch as Jim Rembach from FastLeader.net interviews our own Brian LaRoche at the recent show Call Center Week Winter 2017.
Beyond Philosophy
JANUARY 23, 2017
Imagine going on a cruise and having the ship know your every desire – sometimes even before you do. That’s the goal of Carnival Corporation’s new Ocean Medallion technology , a wearable device that will debut on the Regal Princess cruise ship later this year. It follows on the heels of Disney’s MagicBand and a similar device on Royal Caribbean cruises, but it goes even farther in predicting and responding to customer needs and desires.
Uniphore
JANUARY 30, 2017
The proliferation of ‘Chat Bots’ or Virtual Agents has rapidly created a new frontier of competitive advantage, or one that carries with it severe penalties. If your Bot or VA just isn’t good enough, sure as eggs is eggs, your customers will drop you. Read More.
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.
Bill Quiseng
JANUARY 16, 2017
This week’s guest post is from Teri Yanovitch , author of Unleashing Excellence – The Complete Guide to Ultimate Customer Service. You can learn more about Teri and her book at the end of her post. I am a big fan of Marriott International. With the recent acquisition of Starwood, Marriott is the world’s largest hotel company with over 5700 properties worldwide.
Heart of the Customer
JANUARY 31, 2017
Journey maps are extremely valuable tools. They provide key insights into the thoughts and feelings of customers during their interactions with your company, and they point the way toward cost-effective solutions to problem areas. But like any tool, they won’t do you much good if you take them home and stash them in a […]. The post Case Study: Journey Mapping Unleashes the Power of People appeared first on Heart of the Customer.
Customer Bliss
JANUARY 18, 2017
Guest Post by Michael Becker, content strategist at Sharpen. Better customer experiences equal happier customers. And happier customers are what carries business forward. They buy more, buy more often, and share their experiences with others. Though keeping customers happy is important, it isn’t always an easy task. More often than not, customers are already upset before they contact your customer service team.
Callminer
JANUARY 16, 2017
Mini-Miranda is a legal warning debt collectors are required to use at the beginning of communications with consumers, both written and oral.
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
Beyond Philosophy
JANUARY 9, 2017
The customers have spoken, and they’ve had enough of car dealerships. They’re spending less time talking to salespeople at car lots and more time researching cars online, taking virtual test drives and emailing or texting dealers to find the perfect vehicle. Customers might still visit a dealership or two for a test drive, but they also might just buy the car sight unseen and have it delivered, according to dealers and industry executives who gathered recently for the Tampa International Auto Sh
Uniphore
JANUARY 24, 2017
The authoritative 2016 Dimension Data Global Contact Centre Benchmarking Report highlights that 82.5% of surveyed organizations recognize – at an executive level – that Customer Experience (Cx) is unquestionably a key differentiator and the driving force powering digital transformation strategies and implementations. The report also details the top twelve technology trends in the customer service and contact center sector.
Comm100
JANUARY 19, 2017
According to Ruby Newell-Legner’s book, Understanding Customers, “It takes 12 positive experiences to make up for one unresolved negative experience”. As much as we may try and prevent them, negative experiences are a part of life. When our customers are unsatisfied with an interaction with or a purchase from our company, the best thing that we can do is apologize to them.
Heart of the Customer
JANUARY 12, 2017
Customer journey maps are a customer experience (CX) leader’s best friend. Done well, a journey mapping initiative aligns your teams around a shared vision to an improved customer experience. Effective journey maps engage your entire company to align on your customers’ moments of truth, showcasing how to create more loyal customers. Unfortunately, these initiatives fail […].
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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.
Customer Bliss
JANUARY 17, 2017
Episode Overview. Jason Bradshaw is the senior leader for customer experience — same role as a CCO, essentially — for the Volkswagen Group Australia. He’s been there since October 2015. Previously he held similar executive customer-facing roles with Target Australia, Fairfax Media, and Singtel Optus. There are a lot of interesting aspects to my discussion with Jason, but one of the bigger ones is his hiring process, which was quite thorough.
Callminer
JANUARY 3, 2017
In a world of uncertainty, being able to make informed decisions in response to changes will be vital to success.
Beyond Philosophy
JANUARY 11, 2017
Back in November, Hertz rental car shares fell sharply when the huge rental car company slashed its profit forecast for the year. Hertz (which also owns Dollar and Thrifty) blamed it on vehicle depreciation, but depreciation may be the least of the rental car industry’s worries as we move into 2017. Over the past several months, I’ve become a fan of Uber and Lyft.
Uniphore
JANUARY 31, 2017
Developed and first introduced in 2003 by Fred Reicheld, Bain and Company and Satmetrix, Net Promoter Score® (NPS 1 ) has become somewhat of the definitive metric for gauging customer satisfaction and loyalty. Consistently in use by over 66% of Fortune 1000 companies and tens of thousands of customer-centric organizations worldwide, NPS has certainly had a profound influence on global marketing, business strategies, tactics and techniques.
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.
Customer Experience Matrix
JANUARY 9, 2017
If it weren’t the print edition, I would have sworn today’s New York Times business section had been personalized for me: there were articles on self-driving cars , virtual reality , and how “ Data Could Be the Next Tech Hot Button ”. That precisely matches my current set of obsessions. It’s especially apt because the article on data makes a point that’s been much on my mind: government regulation may be the only factor that prevents AI-powered virtual reality from taking over the world, and gov
Heart of the Customer
JANUARY 4, 2017
A customer room is a fantastic way to communicate just what it’s like to be your customer. Jason Kapel of Prudential discussed their customer room at a CXPA meeting, and I asked him to share his experience with our readers. How did you come up with the idea of a customer room? I wanted to […]. The post Building a customer room at Prudential – an interview with Jason Kapel appeared first on Heart of the Customer.
Customer Bliss
JANUARY 24, 2017
Podcast Episode Overview. One of the most interesting things about this episode to me is where Scott began his pathway to the CCO role. Namely: Human Resources. You don’t see as many CCOs come from HR, but it makes sense. One of Scott’s first key roles, for example, was building out an employee retention strategy. Employees are essentially internal customers, so the tie to working with — and providing value for — external customers isn’t as big of a leap as we som
ProProfs
JANUARY 30, 2017
Training employees can be exhaustive but having a training program in place can make it not only easier and more efficient but more effective in the long run. Training programs give you a framework that you can use to bring new employees into your organization, making the transition process smoother, setting consistent expectations for all your employees across the board and ultimately giving your employees more information and resources to start their careers with momentum.
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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
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