Callminer

JANUARY 26, 2016

As recent research shows, the U.S. call center industry is alive and well. According to the data, the industry saw a total of 22,265 new positions added in Q3 2015, minus 5,678 jobs that were cut due to force reductions and closures. What this means is there’s an imperative for call centers to drive operational performance excellence […]. The post 11 Call Center Best Practices You Need to Be Doing Right Now appeared first on CallMiner.

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Uniphore

JANUARY 4, 2016

The emergence of liberalisation, privatisation & globalisation coupled with thriving population, climbing GDP growth, rising disposable income & increasing consumer expenditure across different economies of the world have fueled the growth in global retail industry & created numerous opportunities for all kinds of players in retail segment.

Retail 178

Retail 178

Beyond Philosophy

JANUARY 18, 2016

Ever blown it with a Customer? Sure. We all have. Mistakes are part of being human, after all. But hopefully, you learned from it, made your sincere apology, and carried on. Here are 8 big mistakes with Customer Experience that we hope brands learned from: “It’s not the pants, it’s your body type” excuse from Lululemon. Remember when the CEO of Lululemon Chip Wilson said the reason that their pants weren’t wearing well was because the pants weren’t made for all women’s bodies—particularly those

Entertainment 109

Entertainment Social Media Start-ups Customer Experience 109

Customers That Stick

JANUARY 14, 2016

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Customer Service 98

Customer Service 98

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

JANUARY 15, 2016

Meeting customer expectations is incredibly important for any business that wants to be successful today. It takes careful management and a number of strategies to keep customers satisfied. Unsatisfied customers could potentially harm your business by giving bad reviews or simply stop making purchases. Here are six tips to make sure you are meeting your customers’ expectations.

Customer Expectations 98

Customer Expectations Customer Satisfaction Sales Customer Feedback 98

Bill Quiseng

JANUARY 10, 2016

This week’s guest post is from leadership consultant and keynote speaker Bill Hogg. I have been an avid reader of his blog where he writes about “the critical relationship between leadership, employee engagement and delivering an exceptional customer experience as a competitive advantage.” So I’m honored that he has offered to share his customer service insight here.

Customer Service 97

Customer Service Sales Customer Experience 97

Return Customer

JANUARY 6, 2016

In the last decade, there has been an influx of customer experience platforms that all offer the ability to capture data and give actionable insights to deliver exceptional customer service. Without a doubt, these platforms provide metrics that produce valuable guidance when it comes to customer retention, average handle time, first call resolution , service levels, response times, and even customer churn.

Customer Service 89

Customer Service CRM Contact Center Actionable Insights 89

Beyond Philosophy

JANUARY 25, 2016

In this series, professionals describe the skills they’re building this year. Read the stories here , then write your own (use #SkillsGap in the body of your post). There is a major skill most organizations lack: Customer centricity. But if you want to remain competitive in today’s economic climate, putting the focus on Customers is imperative to your bottom line.

Customer-Centric Organization 109

Customer-Centric Organization Non-Profits Customer Loyalty Customer Experience 109

Customers That Stick

JANUARY 7, 2016

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Customer Service 97

Customer Service 97

Win the Customer

JANUARY 20, 2016

Want to turn customers into brand ambassadors? Focus on building customer loyalty. There’s a reason why people tend to trust brand ambassadors more than the brand itself: product or service reviews sound more like testimonials rather than direct advertisements. Thus, to surround their brand with influential representatives, many organizations hire endorsers, who would talk about them in a positive light.

Social Media 95

Social Media Customer Loyalty Customer Relationship Customer Service 95

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

PeopleMetrics

JANUARY 28, 2016

For all its promise, and all its hype, big data has always had one inherent problem. You see, big data is. well, big. And when you're facing something big, you may find it overwhelming. And when you find something overwhelming, you may find yourself in the fetal position. But let’s get you off that cold linoleum floor and discuss how to best use customer feedback.

Customer Feedback 83

Customer Feedback Actionable Insights Start-ups Voice of the Customer 83

Callminer

JANUARY 7, 2016

TCPA compliance has increased in importance due to last year’s FCC Declaratory Ruling. Read how TCPA safe harbor and speech analytics can help.

Compliance 182

Compliance 182

C3Centricity

JANUARY 15, 2016

Happy New Year to all C³Centricity Readers! First some exciting news for you. We are updating the Members area of our website, with a whole new look and feel. There will also be more content with a great new series of webinars to watch, and new templates, presentations, case studies and videos for you to review and [.]. The post Best Marketing Quotes of 2015 & their Implications for Your Business appeared first on C3Centricity.

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Beyond Philosophy

JANUARY 14, 2016

Isn’t it a company’s first priority not to harm their Customers? I maybe old fashioned but surely ensuring your Customers’ safety is your BIGGEST responsibility as a brand. Apparently, someone should have reminded Fiat Chrysler. Fiat Chrysler was fined $70 Million by the National Highway Traffic Safety Administration (NHTSA). Why? Failing to report fatalities, injuries, and warranty repairs.

Transportation 101

Transportation Sports Engineering Sales 101

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

Heart of the Customer

JANUARY 20, 2016

In just the last year we have seen a dramatic increase in journey mapping’s popularity, as more and more organizations realize what an effective tool it can be. But as more and more journey maps are getting made by more and more people, two critical questions arise—who and what to map. These are the first […]. The post So You Want to Make a Journey Map appeared first on Heart of the Customer.

Customer Experience 68

Customer Experience 68

Win the Customer

JANUARY 11, 2016

Continuous improvement is a key characteristic of the most successful customer experience. Successful service organizations realize that no service initiative is perfect and have a framework in place to capture results and analyze them for potential improvement towards better customer experiences. Many of the quality management practices the Japanese manufacturing system is well-known for can be traced back to statisticians like W.

Customer Experience 94

Customer Experience Manufacturing Customer Service Customer Feedback 94

Customer Bliss

JANUARY 26, 2016

Delivering a reliable and then innovative customer experience requires adding a customer focus competency to the core competencies of your business (as important as products, finance, marketing or sales). The customer-focused experience needs to be built and honed as a skill. This means: Establishing a discipline for how cross-functional teams explore and understand emerging issues and opportunities.

Innovation 75

Innovation Finance Touchpoint Customer Experience 75

Provide Support

JANUARY 18, 2016

The 10 Commandments of customer service. Today, when customer service is becoming a major differentiator for businesses, it is probably not a blasphemy to call it a new religion – religion for business. If we take on this term, the next step is to adopt some kind of a scripture, a code to live by. Few weeks after Christmas, I was sitting in my chair and thinking that it would be good to remind myself what is really important.

Customer Service 60

Customer Service 60

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

CX Journey

JANUARY 22, 2016

Image courtesy of Thomas Hawk I originally wrote today's post for Intradiem. It was published on their blog on August 20, 2015. How do you drive innovation within your organization? Do you think outside of the box to think outside of the box? When you're designing or redesigning your customer experience, it's critical to listen to - and understand - your customers, what they are trying to do, and how well it's going.

Innovation 59

Innovation Start-ups Customer Experience 59

Beyond Philosophy

JANUARY 20, 2016

Customer Loyalty is a gold standard for most businesses. There are numerous ways that you earn (and lose) Customer Loyalty. But one way that anyone can do is one of the most effective ways to create a Customer Experience that keeps them coming back for more. Pivoting is a technique well-known by the Public Relations industry. It means changing the direction of the conversation to get back to your core message.

Customer Loyalty 100

Customer Loyalty Start-ups Customer Experience CX 100

Heart of the Customer

JANUARY 28, 2016

In my last blog post I talked about what journeys you should map when you set out to create journey maps of your customers. But I also mentioned another equally important decision to make when you’re creating your journey maps—not just what to map, but who to map. If you were wondering how to make […]. The post So You Want To Make A Journey Map, Part 2: Who Do You Map?

Customer Experience 60

Customer Experience 60

Win the Customer

JANUARY 4, 2016

According to human psychology, the human brain cannot think in words or alphabets, it thinks in images or pictures. As customer experience leaders we need to be more proactive in creative a vision for experience rather than just empty affirmations of service. When Microsoft decided to eliminate its controversial stack ranking system for employees, the decision was widely discussed by Wall Street and business professionals around the world.

Customer Experience 93

Customer Experience Customer Relationship Management Customer Relationship Innovation 93

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

Customer Bliss

JANUARY 14, 2016

With a customer listening path in place, your leaders and the organization will become personally involved in understanding the lives of your customers. Your customer listening method will provide a constantly refreshing source of information organized by journey stage. Leaders will be able to understand customers’ lives with a connection to customer behavior and growth, as well as to the data.

Scorecard 58

Scorecard Legal Finance Start-ups 58

Provide Support

JANUARY 13, 2016

Millennials , also known as Generation Y, are among us and before you even know it, they will make up most of your customer base. Besides being the largest demographic in the marketplace, Millennials have greatly redefined the customer experience and continue to challenge businesses to keep up to their ever-changing expectations. Accenture predicts that in the US by 2020 their retail spending is expected to hit $1.4 trillion per year , which is a huge share of the global spend.

Customer Experience 59

Customer Experience Retail Customer Service 59

Kate Nasser

JANUARY 2, 2016

Differing views can fuel success; workplace personality conflicts stifle it. How well are your teams doing? Leadership people skills checklist from The People Skills Coach™. The post Workplace Personality Conflicts: Seek Results Not Revenge | #leadership appeared first on KateNasser.com.

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Beyond Philosophy

JANUARY 27, 2016

More often these days we get calls at our headquarters with Customer Experience champions wondering what happened to the huge gains in their Customer Experience metrics they used to get. The problem is many of them have implemented Customer Experience measures, had great improvements to metrics like their Net Promoter Scores, and then watched the score plateau.

Net Promoter Score 94

Net Promoter Score CX Customer Experience 94

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

Heart of the Customer

JANUARY 6, 2016

Sometimes, your customers just want to feel heard. A number of years ago, I was travelling for a job interview and booked a night at a Hampton Inn. I awoke and looked to take a shower when I discovered a problem. My room had no hot water. I dressed and went to the front desk […]. The post Your Frontline Workforce Shouldn’t Leave Your Customers Feeling Cold appeared first on Heart of the Customer.

Customer Experience 60

Customer Experience 60

Win the Customer

JANUARY 18, 2016

Developing our creative potential will strengthen our ability to cope with the daily change that is required for customer experience excellence. Almost any organization can create exceptional customer service experiences. One of the greatest challenges of developing winning customer experiences isn’t always getting results, but taking the initial step of breaking out of the current rut that has created sub-optimal service interactions for customers.

Customer Experience 89

Customer Experience Construction Customer Relationship Management Innovation 89

Customer Bliss

JANUARY 14, 2016

With a customer listening path in place, your leaders and the organization will become personally involved in understanding the lives of your customers. Your customer listening method will provide a constantly refreshing source of information organized by journey stage. Leaders will be able to understand customers’ lives with a connection to customer behavior and growth, as well as to the data.

Scorecard 56

Scorecard Legal Finance Start-ups 56

PeopleMetrics

JANUARY 13, 2016

The vast majority of my banking customer experiences happen outside of a bank. And if I think about it, I would find it rather disconcerting if I found myself in a bank. Why am I here? I would think. Is something wrong with my account? Why is it so quiet in here? Do you think the cashier will give me a lollipop? As it is wont to do, technology has spurred the evolution of personal banking into new and surprising forms.

Customer Experience 54

Customer Experience Start-ups Technology Technology 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