Uniphore
OCTOBER 19, 2015
The hottest trend in business today is what your call center is all about: extraordinary customer service. The writing is on the wall: By 2020, see fast resolution as their #1 need. Customer experience will make you or break you, but what exactly do you need to do to keep your customers satisfied? Read More.
Callminer
OCTOBER 29, 2015
Today’s customer-centric marketplace demands that contact centers drive customer engagement optimization at every stage of the customer journey. Read how in CallMiner’s latest blog post.
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Beyond Philosophy
OCTOBER 9, 2015
Big data is the gigantic data sets whose analysis could reveal predictions of human behavior. Big data is big news. If we can predict what people will do in a given situation, we can create situations that get them to do what we want. But Big data is only showing us a part of the big picture. The biggest part, WHY people do what they do is, as of yet, missing from Big Data.
Customers That Stick
OCTOBER 1, 2015
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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.
Win the Customer
OCTOBER 23, 2015
Steve Jobs once said, “It is not the customer’s job to know what they want.” He’s completely right. It’s not their job, it’s yours! In order to deliver a positive customer experience, you need to have more than a pleasant support team and a solid product. You need to know both what customers need as […].
ClearAction
OCTOBER 4, 2015
How to Make Customer Experience Strategy Integral to Corporate Strategy. Is customer experience management in your company (a) a subset of corporate strategy, (b) unrelated to corporate strategy, or (c) a determinant of corporate strategy? This question was asked in the ClearAction Annual Business-to-Business Customer Experience Management Best Practices Study.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Callminer
OCTOBER 22, 2015
Customer engagement analytics is critical to understanding the complete customer journey and improving the customer experience overall. Read how in CallMiner’s latest blog post.
Beyond Philosophy
OCTOBER 1, 2015
If you had the choice of doing something the easy way or the hard way, and you didn’t have to do anything morally, ethically, or legally wrong to do it the easy way, which would you choose? My guess is the majority of you would say take the easy way. I certainly would. When it comes to brands and their related experience, it’s critical that you KISS it.
Customers That Stick
OCTOBER 7, 2015
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Win the Customer
OCTOBER 25, 2015
The right person will build upon what you’ve created, but the wrong person can bring it all down very quickly – and culture can take an awfully long time to rebuild, “Ensuring that someone else can eventually run the business that you’re building depends on one key thing,” according to Richard Branson, “whether or not you find […].
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.
Comm100
OCTOBER 30, 2015
If your business sells goods or services online, then you know that nothing beats having a new customer visit your website and then make a purchase. But, the sale is just the beginning of the journey with your new customer. Once the customer makes a purchase, you must ensure that he/she is satisfied with it. Many people confuse satisfied customers with loyal customers, and while they do share similar traits there are a few differences.
PeopleMetrics
OCTOBER 22, 2015
In our last post, we covered the difference between customer satisfaction and customer effort score. Both of those metrics are good for examining transactional elements of the customer experience. As we discussed, the best customer experience metric for your business is a matter of finding the best fit for your business. In this post, we’ll take a look at two more advanced fits: Net Promoter Score and customer engagement.
Callminer
OCTOBER 13, 2015
Companies need to be prioritizing the customer experience in order to compete in today’s increasingly consumer-driven marketplace. Here’s how to do it.
Beyond Philosophy
OCTOBER 6, 2015
I find it beyond belief how large organizations can cheat and lie to their Customers. Maybe it’s because I’m becoming old or maybe it’s just because it is happening more. Skechers lied to us that if we wore their (weird-looking) Shape-up shoes that we could get in shape without setting foot in a gym. BP lied about their compliance with safety regulations for their off shore Oil operations; a lie that resulted in 70 million gallons of oil spilled into the Gulf of Mexico.
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.
Customers That Stick
OCTOBER 27, 2015
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Win the Customer
OCTOBER 30, 2015
Attracting new customers is expensive and difficult. Today, competing for new customers is just part of operating in virtually any industry. No matter what you do, you’re going to have to battle for new customers. Being able to maintain those customers you’ve worked so hard to win over is a critical on-going strategy to any organization that […].
Kate Nasser
OCTOBER 9, 2015
Leaders & organizations that salute talent who don't want to move up the ladder, attract & retain the best. Celebrate these 25 and have your team add far more to this list! Great team building activity that delivers organizational success. The post Career: 25 Incredibly Valuable Things to Be Instead of Leader appeared first on KateNasser.com.
PeopleMetrics
OCTOBER 19, 2015
When we work with future clients, we often get a lot of questions about customer experience metrics. But sometimes buyers get stuck on the golden metric. The world champ. The metric to rule them all. The one number that everyone and every business should focus on. Let me be straightforward: there isn't one. We don't have a universal measurement that every company can use to improve customer experience.
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
Callminer
OCTOBER 1, 2015
Customer experience isn’t just important in 2015 – it’s critical. CallMiner’s latest blog highlights 5 must-read research reports on CX this year.
Beyond Philosophy
OCTOBER 22, 2015
Science has begun to predict the intensity of emotions in others with accuracy. This fact is important because when you can predict emotions, you can also plan for them in your Customer Experience. Why do we need to plan for emotions? Simply put, because then we can manage them in others when necessary. Over 50% of any Customer Experience behavior is driven by emotions.
Customers That Stick
OCTOBER 22, 2015
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Win the Customer
OCTOBER 27, 2015
Getting people motivated to serve customers and consistently deliver exceptional customer experiences can be one of the most daunting challenges for any CX leader or service agent. In this infographic, we take a look at 75 customer service quotes and ideas that are uniquely designed to motivate and inspire you and your organization to focus […].
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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.
Provide Support
OCTOBER 21, 2015
How to Prevent Customer Service Agent Burnout. I wish I knew it before, when I just started my career as a customer service representative. It would save me many restless moments and probably let enjoy my job more at some points of my life. But I also believe that any knowledge comes exactly when you really need it. And now when I am conscious of the burnout challenge and have some experience under my belt, I am happy to share my tips on how to prevent or avoid occupational burnout in customer s
Kerry Bodine
OCTOBER 5, 2015
Happy CX Day! On this important day, I want to discuss an important topic: strategy. In a recent post , I lamented how many companies today focus on business strategy first and customer experience strategy second. They decide what they’re going to do—and, as an afterthought, make decisions about how they’ll deliver their products and services. Everyone loves to talk about how Zappos.com delivers a great customer experience.
Comm100
OCTOBER 23, 2015
We’ve all been there: a customer wants you to ship a product in a color that you’ve never even heard of before, or demands a refund for a subscription they’ve been enjoying for seven months already. While you want to help them to the best of your ability, you also know that fulfilling their demands could run your business into the ground. It’s a difficult situation, because common wisdom dictates that, “the customer is always right.”.
Beyond Philosophy
OCTOBER 20, 2015
There are a lot of elements that must come together brilliantly for an experience to be perfect. One essential element often neglected, but essential is the training of your Customer-facing teams. In my view, there is a great lack of training on soft skills with Customers and when there is training available it is too basic and not frequent enough. There are, however, three major things your training must address to be successful.
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
OCTOBER 15, 2015
Everstring announced a $65 million funding round and new ad targeting product on Tuesday. (It also released a new survey on predictive marketing which is probably interesting, but I just can't face after last weekend’s data binge.) The new funding is certainly impressive, although the record for a B2B predictive marketing vendor is apparently InsideSales’ $100 million Series C in April 2014.
Win the Customer
OCTOBER 19, 2015
Focus your efforts in maximizing the ability to give customers the option of solving their own issue to save everyone time and money. Between the stack, the cloud and the help desk, common IT solutions for small businesses can get pretty confusing if you let them. But with all the options out there, it’s important […].
Customer Bliss
OCTOBER 6, 2015
In Competency Three (Customer Listening Path), you follow the customer journey stages to create a unified listening path that consolidates aided and unaided listening. 1. Build a blend of quantitative and qualitative information to tell the story of customers’ lives. Collect feedback from multiple sources. Don’t rely on survey data alone. Unite ‘aided’ feedback; when a customer is invited or prompted to give feedback or respond to a survey, with ‘unaided’ feedback which customers volunteer daily
The DiJulius Group
OCTOBER 28, 2015
Statement overload! When we start working with a consulting client and tell them the first place we start is creating a customer service vision statement, they say, “The last thing we need is another statement, we have mission statements, purpose statements, and our employees can’t even keep them straight.” Good businesses have evolved away from […].
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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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