Callminer

NOVEMBER 19, 2015

Companies need to do more than meet customer expectations. Here’s a look at 3 ways to enrich customer interactions and drive customer engagement optimization.

Customer Expectations 182

Customer Expectations 182

Uniphore

NOVEMBER 8, 2015

In 1947, General Motors saw the benefit of reducing labor through automation and established a department to save energy and materials and improve process quality, accuracy and precision. The latter three themes - quality, accuracy and precision - constantly elude many contact center operations where processes can be horizontally and vertically complex and inevitably span multiple business applications.

Contact Center 140

Contact Center 140

Beyond Philosophy

NOVEMBER 3, 2015

Let me set the scene. My career was plateauing. I had done well, but things had started to get a bit stale. Then, I had a meeting/interview with Neil Hobbs. Neil would have the biggest impact on my professional life. Neil had a reputation of being a tough boss. He set high standards and expected people to achieve them. He didn’t suffer fools gladly.

Start-ups 154

Start-ups Customer Experience CX Customer Service 154

Customers That Stick

NOVEMBER 17, 2015

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 Service 159

Customer Service 159

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

Win the Customer

NOVEMBER 10, 2015

Bad customer service experiences don’t just impact one customer. The costs of bad service compounds as poorly trained agents continue to make critical mistakes in the customer relationship. According to a new study by New York Times bestselling authors, Joseph Grenny and David Maxfield bad customer service experiences cost the average company $54,511 annually per employee.

Customer Service 145

Customer Service Customer Relationship 145

C3Centricity

NOVEMBER 1, 2015

In the UK, there was a recent, highly publicised “significant and sustained cyber-attack“ on the Telecom company Talk Talk’s website. According to the news as I write this, it seems that a fifteen (!!!) year old Irish lad and a 16-year-old Brit may be responsible. They might have been able to steal information such as [.]. The post How a Company Reacts to a Crisis Says a Lot About its Customer Centricity appeared first on C3Centricity.

91

91

Uniphore

NOVEMBER 18, 2015

Clients have huge expectations for accepting incredible encounters of shopping experience across all greater part of the channels they utilize. Giving clients problematic or even run-of-the-mill isn’t an alternative – if clients are unsatisfied or baffled with their omnichannel encounters, they'll escape. Read More.

Omnichannel 124

Omnichannel 124

Beyond Philosophy

NOVEMBER 10, 2015

In this series, professionals share their secrets to being more productive. Read the posts here , then write your own (use #ProductivityHacks in the body). Consistent productivity doesn’t happen by chance. Productive people have a secret to their productivity: Eliminate distractions. Were you hoping for something more complicated? It isn’t complicated.

CX 154

CX Customer Experience 154

Customers That Stick

NOVEMBER 3, 2015

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 Service 149

Customer Service 149

Win the Customer

NOVEMBER 6, 2015

Continuing to innovate on service experience and improving service delivery requires organizations that are transparent about their service actions and get correct insight to what customers receive from service interactions. Successful organizations that enjoy great customer relationship and customer loyalty need to overcome the common customer service myths that prevent them from delivering the exceptional […].

Customer Service 142

Customer Service Customer Loyalty Innovation Customer Relationship 142

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

C3Centricity

NOVEMBER 15, 2015

Stories exist in all cultures. They have developed down through the ages as a means of transferring knowledge, long before books and now the web enabled their storage. Today’s information-rich world has made storytelling a required talent for CEOs and CMOs alike to develop. And websites and Fan pages now make it a necessary skill for [.]. The post Clues to a Remarkable Brand Story appeared first on C3Centricity.

89

89

ClearAction

NOVEMBER 3, 2015

Customer Experience for the Future: Outside-In Beyond Skin-Deep. "Outside-in" is a popular term in the customer experience field. It refers to the importance of customers' inputs as a guiding light for the inner workings of an enterprise. In the quest for "outside-in" most companies have voice of the customer programs, loyalty programs, and high-touch service.

Customer Experience 101

Customer Experience VOC CXM Customer Experience Management 101

PeopleMetrics

NOVEMBER 3, 2015

When thinking about the customer experience, it’s smart to imagine it as a series of interactions. A series of tiptoe steps, taken by an individual customer, through your customer-facing people and technologies. If you think about the many ways a given customer can tiptoe through your experience, you might realize that a key element is consistency. Which is why new technologies can seem so promising.

Customer Experience 100

Customer Experience Gaming Technology Technology 100

Beyond Philosophy

NOVEMBER 12, 2015

“Emotions are contagious. We’ve all known it experientially. You know after you have a really fun coffee with a friend, you feel good. When you have a rude clerk in a store, you walk away feeling bad.”. Daniel Goleman, Author of Emotional Intelligence: Why it Can Matter More Than IQ. If you read my rude title, you will be disappointed to discover that I don’t think you are pathetic, but a new scientific study proves being rude to someone is contagious.

CX 147

CX Customer Experience 147

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

NOVEMBER 10, 2015

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 Service 143

Customer Service 143

Win the Customer

NOVEMBER 2, 2015

In today’s customer-centric world, empathy, efficiency and sincerity in customer communications is non-negotiable. We’ve heard them all – from, “Thank you for being a valued customer” to “I understand your frustration.” Traditional, scripted support lines are not only sound inhuman, but they tend to upset customers even further.In today’s customer-centric world, support should still carry […].

Customer Service 137

Customer Service Customer Experience 137

Heart of the Customer

NOVEMBER 19, 2015

As a customer experience professional, you know CX pays. How could it not? Customer experience leads to loyalty – so if your customer experience is poor, you have to spend an inordinate amount of time replacing the customers you’re losing. You understand this, and you understand the ideas and practices that underlie CX and all […]. The post Proof That CX Pays appeared first on Heart of the Customer.

CX 87

CX Customer Experience 87

CX Journey

NOVEMBER 5, 2015

Today I'm pleased to share a guest post by Denise Lee Yohn. To excel in customer experience, you can't just rely on good design and solid execution. Your customer experience shouldn't just be great -- it should also be differentiated. Customer experience has evolved just as product and service did. Time was, all you needed was a good quality product.

Customer Experience 96

Customer Experience Retail Manufacturing Start-ups 96

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

Kate Nasser

NOVEMBER 7, 2015

Leaders, is your organization process driven. Even addicted to process? Launch a leadership reawakening. Ignite and engage employee innovation this way. People, not process, create and innovate! The post Leadership Reawakening: People Not Processes Create & Innovate appeared first on KateNasser.com.

Innovation 92

Innovation 92

Beyond Philosophy

NOVEMBER 20, 2015

In this series, professionals share how they embrace the entrepreneurial mindset. See the stories here , then write your own (use #BetheBoss in the post). I was a senior executive with 3,500 people reporting to me globally. I had worked my way up and found my place in corporate life. I had it all: a big expense account, a big budget, and a big salary.

Start-ups 137

Start-ups Customer Experience CX 137

Customer Bliss

NOVEMBER 3, 2015

Your work will be successful when you take a stair-stepped approach to gaining leadership clarity and commitment to the CX competency framework. As you embed the five competencies, over time, what your company stands for will shift. Starting with the lives of customers and employees will drive decision-making and elevate how your company is perceived.

CX 83

CX Innovation 83

Win the Customer

NOVEMBER 8, 2015

Efficient customer service is essential to all businesses. Streamlining processes and functions could make or break your relations with your clients. In businesses across all industries, your customers are your lifeline. Without customers and their continued support, your business will not be able to flourish and take off. This is why it is imperative that you […].

Customer Service 124

Customer Service 124

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

PeopleMetrics

NOVEMBER 17, 2015

Cyber Monday marks one of the most prolific online shopping days of the year for e-commerce businesses. And with increased traffic comes increased risk. Nearly 65 percent of organizations reported an increase in cybercrime on Cyber Monday in 2014. If your company hasn't thought about cyber theft, then perhaps the upcoming holiday sales season is the prompt you've been waiting for.

Customer Retention 79

Customer Retention E-commerce Customer Acquisition Retail 79

CX Journey

NOVEMBER 17, 2015

Image courtesy of Alan Tunnicliffe Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on June 15, 2015. You’ve got buy-in and commitment … all the right people in your company are on board to map your customers’ journeys. They realize the importance of walking in the customer’s shoes in order to understand the experience before they can fix it.

Customer Journey Map 83

Customer Journey Map Touchpoint Customer Feedback Customer Experience 83

Kate Nasser

NOVEMBER 15, 2015

How is your customer service people skills timing? Improve it with these 4 steps fr The People Skills Coach™, The post Customer Service People Skills Timing: How to Sharpen Yours appeared first on KateNasser.com.

Customer Service 82

Customer Service Contact Center Customer Experience 82

Beyond Philosophy

NOVEMBER 17, 2015

Kate Spade New York has their hand in many types of luxury items these days, from handbags to clothing to fragrance to stationery. Their website claims the brand has 175 shops internationally. Something else they have? A great new retail strategy. Consumers for the luxury brand can look forward to a change in their experience. According to Business Insider, the new experience is called a “guest journey” and the sales associate is now their “muse.”.

Retail 127

Retail Sales Customer Experience CX 127

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

Customer Bliss

NOVEMBER 19, 2015

Using the Customer Room to drive monthly, quarterly and annual accountability is one of the most robust actions that we have been using to align leaders and drive a different kind of taking action. The Customer Room is a tangible depiction of the current customer journey. The Five Competencies come together to tell the story of your customers’ lives.

Innovation 82

Innovation Customer Experience 82

Win the Customer

NOVEMBER 5, 2015

Millennials and Alphas are beginning enter into they period buying power. From boomers to alphas, the changing customer base signals the need for business owners to adapt and implement new marketing strategies. Over the last century, statisticians and researchers have organized age groups into cohorts that seem to carry buying and value trends. In population and workforce representation, […].

Customer Service 124

Customer Service Customer Experience 124

PeopleMetrics

NOVEMBER 13, 2015

If you’re not a Reddit reader, you may not have heard of their popular “Ask Me Anything” (AMA) threads. The format is simple: a guest—who usually has a deep knowledge in a particular subject—invites questions and answers them. Guests can range from celebrities, to researchers, to business leaders. Recently, Jerry Stritzke, the CEO of outdoor retailer REI, was an AMA guest.

Sales 79

Sales Net Promoter Score Customer Experience Retail 79

Comm100

NOVEMBER 6, 2015

You’ve been there before. You go to your favorite shop and you happily make your way over to the register to make your purchase. But despite your cheery demeanor, the cashier’s not smiling back. You can feel the smile slide off your face as he stares back at you with dead eyes, like he’s looking through you. You leave the store doors defeated, receipt in hand, and you wonder why something so small like that bothered you.

Customer Service 79

Customer Service Sales 79

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