Callminer

AUGUST 18, 2016

Collections contact centers and accounts receivable management (ARM) firms face a constant challenge: balancing the need to maximize payments.

Contact Center 182

Contact Center 182

Customers That Stick

AUGUST 1, 2016

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Customer Service 131

Customer Service 131

Win the Customer

AUGUST 10, 2016

We’ve all heard the all saying that “the customer is always right”, but is the customer really always right? Of course! Here are four reasons why: The Customers Make the Business. One reason that many businesses still go by the “customer is always right” standard is that they know how important their customers are. A business without customers is just a group of people pitching a product to deaf ears.

Business Administration 131

Business Administration Customer Loyalty Customer Service Customer Experience 131

Beyond Philosophy

AUGUST 1, 2016

I’d do almost anything to avoid calling tech support for my local cable and internet company. You probably feel the same way. It’s widely regarded as a miserable, time wasting experience. But tech support’s poor customer service is no accident. The New York Times reports that certain companies create a telephone customer service experience that is guaranteed to frustrate, annoy and anger anyone who dares to dial that 800 number.

Start-ups 113

Start-ups Customer Service Customer Experience Technology 113

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

Customer Bliss

AUGUST 31, 2016

Guest Post by Robert C. Johnson: Robert is co-founder and CEO of TeamSupport.com , a cloud-based, B2B software application built to help customer-facing support teams serve clients better through stronger collaboration, superior teamwork, and faster issue resolution. Over the years, the B2B (business-to-business) industry hasn’t exactly taken to adopting the latest customer engagement technology as quickly as its B2C (business to consumer) counterparts.

B2B 107

B2B Omnichannel B2C Non-Profits 107

Heart of the Customer

AUGUST 4, 2016

You wouldn’t play soccer without your forwards. You’d never try basketball without guards. So why do so many teams try to win at CX with only a partial team? At HoC we’ve had the amazing opportunity to work with all kinds of companies: non-profits, retailers, insurance companies, you name it. The one consistency is a […]. The post CX is a team sport.

Sports 74

Sports Non-Profits CX Retail 74

Customers That Stick

AUGUST 15, 2016

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Customer Expectations 127

Customer Expectations Customer Service 127

Win the Customer

AUGUST 25, 2016

Social media has become a major tool for marketers. But even though most small businesses use social media, it doesn’t mean they’re using it effectively. For instance, only 45 percent of marketers think their Facebook strategy is effective, reports Social Media Examiner. In addition, 92 percent of marketers aren’t sure which social media tactics work best, and 88 percent don’t know how to measure their return on their social media investment.

Social Media 94

Social Media E-commerce Customer Service Customer Experience 94

Beyond Philosophy

AUGUST 22, 2016

If you follow retail trends, you know that department stores are in trouble. As shoppers have headed online and to discount stores, traditional mall department stores are struggling to define their niche and halt falling profits. Many are now focused on creating a better in-store experience in hopes of motivating customers to shop in person. One of the most interesting customer experience initiatives is coming from Macy’s, which also announced last week that it is closing 100 of its stores.

Artificial Intelligence 0

Artificial Intelligence Sales Retail Customer Loyalty 0

Customer Bliss

AUGUST 9, 2016

Episode Overview. In this episode, we explored yet another unexpected place where customer experience is taking hold: the government. Stephanie Thum, Vice President of Customer Experience for the Export/Import Bank of the United States, explains how the mandate for service in government has led to wide spread action across many government agencies to address and rethink how they serve. .

Government 0

Government Customer Experience Non-Profits Close the Loop 0

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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.

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C3Centricity

AUGUST 15, 2016

As a customer centricity champion, just like you, I spend a lot of my time researching the topic. I’m always trying to understand exactly what customers want. My regular searches include customer service, customer satisfaction, customer care and similar areas. Google is my best friend! However, I recently came across some surprising facts, which prompted this post.

Customer Satisfaction 70

Customer Satisfaction Social Media Customer Service Retail 70

Heart of the Customer

AUGUST 29, 2016

In every customer journey, some interactions matter more than others. There are certain moments that cause customers to leave you, some that potentially lead to stronger engagement, and some that cause a customer to be much more expensive to serve. We call these key interactions a “Moment of Truth,” and it is one of the […]. The post Your Moment of Truth appeared first on Heart of the Customer.

Customer Journey Map 68

Customer Journey Map Customer Experience 68

Customers That Stick

AUGUST 29, 2016

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Customer Service 122

Customer Service 122

Win the Customer

AUGUST 9, 2016

This year, the number of people using a third-party, touch-based system to make payments on their smart devices will increase 150 percent, according to Deloitte Global. That figure indicates a reach to some 50 million regular users. It seems consumers are quickly adapting to mobile payment systems in droves, but many companies have neglected to keep pace.

Retail 72

Retail Start-ups Customer Loyalty Sales 72

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

Beyond Philosophy

AUGUST 15, 2016

Who in marketing doesn’t like a promotion? Promotions produce profit. They are designed to give customers an improved experience, even if it is only “while supplies last.” They get customer’s attention. They keep your brand in their mind and influence their buying decisions. Summer is a popular time for seasonal promotions. But what makes a successful seasonal promotion and how can you incorporate your Customer Experience goals into them?

Customer Loyalty 112

Customer Loyalty Customer Experience Customer Service Customer Expectations 112

ClearAction

AUGUST 16, 2016

Strategic Customer Experience Action on Voice of Customer Lynn Hunsaker. Strategic customer experience results require a strategic approach in the way we collect data and in the way we take action on it. Of all the strategies within a company, what has the potential to be more far-reaching and impactful than how we understand our funders (customers) and how we cater to their propensity to continue funding us?

CXM 67

CXM Customer Experience VOC Sports 67

PeopleMetrics

AUGUST 10, 2016

We work with a number of banks and credit unions, all of which are committed to using customer feedback to deliver a great customer experience. We recently aggregated data from across all of our clients to see what we could learn about overarching trends in banking customer experience. Here are five highlights from the study, which you can download in full here. #1: Customers are reporting positive experiences. 54% of all customers that give feedback on their experience also recognize an employe

Customer Experience 64

Customer Experience Retail Customer Feedback Customer Service 64

Customer Bliss

AUGUST 4, 2016

One concept I get asked about a lot is customer retention strategy. It’s obviously important. Business tends to grow as a result of two factors: Your customer acquisition strategy. Your customer retention strategy. If you’re not acquiring and then retaining customers constantly, your business probably doesn’t have many years left. Now, a lot of businesses focus much of their effort on the customer acquisition side.

Customer Retention 63

Customer Retention Non-Profits Customer Acquisition Customer Experience 63

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

Customers That Stick

AUGUST 22, 2016

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Customer Service 104

Customer Service 104

Heart of the Customer

AUGUST 24, 2016

Have you created journey maps? The Customer Experience Professionals Association and Heart of the Customer want to learn more about your experience! Whether you created the journey map for your own company or another, we’d love it if you would tell us about it in this survey: [link] All survey participants will receive the full […]. The post The CXPA and Heart of the Customer want your feedback appeared first on Heart of the Customer.

Customer Experience 60

Customer Experience Customer Journey Map 60

Beyond Philosophy

AUGUST 17, 2016

I was intrigued by Arianna Huffington’s announcement last week that she is leaving the Huffington Post to concentrate on her new health and wellness startup. Her new company, Thrive Global, is a corporate and consumer platform aimed at reducing stress, exhaustion and burnout and putting an end to the idea that burnout is a necessary price of success.

Customer Experience 112

Customer Experience Social Media Sales Customer Service 112

ClearAction

AUGUST 21, 2016

If It’s Called Customer Experience, Why Is It All About the Brand? Janice Cuban While companies clamor to get their share of revenue from new and existing customers, the delta between what brands say they do for customers and what actually happens has never been larger. Perhaps it’s because of stats like: 90% of executives say that customer experience is central to their strategies, but a whopping 86% don't [.

Customer Experience 62

Customer Experience CX 62

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

CX Journey

AUGUST 11, 2016

Today I'm pleased to share a guest post by Ben Motteram , aka CXpert. His post includes an interview with Olivia McMillan of REA Group. CX Journey delved into the concept of lean management a few weeks ago. At its core, lean management is about maximising customer value while minimising waste. It originated as a manufacturing process in Toyota after the Second World War and has since been adapted beyond manufacturing to software development, logistics and distribution, retail, healthcare, constr

Manufacturing 0

Manufacturing Start-ups Construction Healthcare 0

Provide Support

AUGUST 2, 2016

Employee burnout can occur at every level of an organization – from top to bottom, and it’s especially commonly found among customer service people who have to deal with dissatisfied customers almost on a daily basis. It can come about as the result of stress , low morale, poor management, bad working conditions or simply having too much to do and not enough time to do it.

Customer Service 57

Customer Service 57

Customers That Stick

AUGUST 18, 2016

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Customer Service 92

Customer Service 92

Heart of the Customer

AUGUST 15, 2016

Serving consumers is different than serving businesses.  It’s not harder or easier – just different.  I’ve seen real challenges in the past when leaders move from B2B to B2C (or vice-versa). Here are four steps to help you get started creating a better B2C customer experience. 1. Know your customer experience (CX) goal. I was […]. The post Four steps to build an improved B2C customer experience appeared first on Heart of the Customer.

B2C 60

B2C Customer Experience B2B CX 60

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

Beyond Philosophy

AUGUST 31, 2016

Many companies are attempting to improve their Customer Experience focus on some of the right things and then ignore the others. Why? They don’t know what to do next. So while the vast majority of companies today know that putting the Customer at the heart of everything they do is important, when it’s time to do it, they are flummoxed. Here is a step-by-step guide to help you implement your new and improved Customer Experience.

CX 111

CX Education Customer Experience 111

Customer Bliss

AUGUST 23, 2016

Episode Overview. Darryl Speach is a serial customer experience practitioner and change agent. He’s had leadership roles at New York Life, the Disney Institute, and Greystone and Company. I sometimes classify Darryl’s wisdom as “hard-earned and joyous,” and I think you’ll see that come through in this episode. About Darryl.

Pharmaceutical 0

Pharmaceutical Finance Healthcare Start-ups 0

Kate Nasser

AUGUST 23, 2016

Lack of empathy for customers is customer service incompetence. Give customers empathy long before they cry or leave. Insights fr The People Skills Coach™. The post Customer Service Incompetence: Empathy Only For Tears appeared first on KateNasser.com.

Customer Service 56

Customer Service Healthcare Contact Center 56

ClearAction

AUGUST 21, 2016

If It’s Called Customer Experience, Why Is It All About the Brand? Janice Cuban. While companies clamor to get their share of revenue from new and existing customers, the delta between what brands say they do for customers and what actually happens has never been larger. Perhaps it’s because of stats like: 90% of executives say that customer experience is central to their strategies , but a whopping 86% don’t expect to see a significant uplift in business results from it.

Customer Experience 54

Customer Experience Social Media Customer Journey Map B2C 54

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