3 Reasons Why It’s Important to See Results from Speech Analytics – and Fast
Callminer
OCTOBER 22, 2014
Take a look at 3 reasons why it’s important to see fast results from speech analytics. Read more on CallMiner's blog!
October, 2014
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5 Customer Service Language Hacks
Customers That Stick
OCTOBER 9, 2014
'Language is important not just to how we communicate with our customers but to how we communicate with ourselves. The right words can put an irritated customer at ease and help you approach difficult situations with greater ease. Effective customer service language can take a long time to master, so I thought I would share a few quick language tips you can incorporate into your service communication immediately.
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Why Most Customer Experience Programs Fail
Beyond Philosophy
OCTOBER 6, 2014
'We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. Most organizations attack the symptom not the cause. The symptom is a poor experience; the cause is their lack of Customer centricity.
James Clifton: Five Ways to Improve Customer Service
Bill Quiseng
OCTOBER 27, 2014
This guest post is written by James Clifton , Social Media Manager at GetApp.com. This blog is all about Delivering the World’s Best Customer Experience. In my posts, I provide advice to improve face to face customer interactions. James and GetApp are focused on offering the best customer service technology solutions. As you read his post, you will see that whether it is in person or via social media, his five ways to improve customer service work for both.
Next-Gen Cloud Contact Centers For Dummies®
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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.
5 Reasons Why Customer Feedback Matters More Than Ever
Win the Customer
OCTOBER 10, 2014
'So you’ve done everything possible to satisfy your customers. You’ve exerted all efforts to better your products and customer service. You treat customers like kings and queens, and provide everything to match their wants and needs all the time. Now how do you know if your strategies are working? How do you know if your […].
SalesPredict Offers Highly Automated, Highly Flexible Predictive Modeling
Customer Experience Matrix
OCTOBER 24, 2014
'A couple of weeks ago, I wrote that “predictive everywhere” is one of major trends in data-driven marketing. I meant both that predictive models guide decisions at every stage in many marketing programs, and that models are used throughout the organization by marketing, sales, and service. I might have added a third meaning: that systems to do predictive modeling are everywhere as well.
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Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
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What Email Support Tone Do Customers Prefer?
Customers That Stick
OCTOBER 27, 2014
'According to Help Scout , 94% of all online retailers provide email customer service. That means that a significant number of interactions with customers are made through email. CSI: Customer Service Investigator released some interesting findings in a survey this summer on the best ‘tone’ for email customer support. So, how do we train customer support agents to speak in a tone that customers prefer without negatively impacting the customer’s experience or our business?
3 Steps to Becoming #1 on Trip Advisor
Beyond Philosophy
OCTOBER 3, 2014
'The Royal Yacht Britannia is the number one attraction on TripAdvisor in the UK. I have been fortunate enough to know and work with their Chief Executive Bob Downie for a number of years, and Bob will tell you that receiving this accolade wasn’t their goal. In a recent conversation with me, Bob explained “It wasn’t an objective to become number one on TripAdvisor.
A History of Brand and Customer Experience (Part 1 of 2)
PeopleMetrics
OCTOBER 31, 2014
'A few of us at PeopleMetrics were talking the other day about customer experience. (Like we do.) And we meandered our way to an interesting question: What is the difference between brand and customer experience? Any confusion between the two is understandable: they are intertwined and generally defined by perception. But where does one end, and where does the other begin?
2 Essential Elements to Building a Sustainable Brand Service Experience and Customer Loyalty
Win the Customer
OCTOBER 1, 2014
'Building a brand is all about creating a brand image and continually serving customers in a way that creates a positive perception of a business, its products and services. Effective branding means staying relevant in the minds of people via associating positive, action motivating, and emotionally engaging feelings in the hearts and minds of the customer.
From Rigid To Resilient: Why Enterprises Need Modular Commerce Now
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.
Wise.io Provides Another Choice for Automated Predictive Modeling
Customer Experience Matrix
OCTOBER 30, 2014
'I’m beginning to feel like Lucille Ball in the chocolate factory: predictive modeling systems are coming at me faster than I can review them. I had already planned this week to write about Wise.io and then yesterday omnichannel personalization vendor Sailthru announced their own predictive solution. Now, Sailthru is interesting in its own right – it’s a Customer Data Platform with strong decisioning capabilities – but they’ll have to wait their turn.
What do you do when your CEO doesn’t believe in CX?
Heart of the Customer
OCTOBER 16, 2014
'Last year I interviewed a customer experience leader for my blog. During the interview this person had a basic assumption that the CEO was completely bought into the CX program. So I finally stopped and asked, “What do you do when your CEO isn’t on board? How do you get him or her to believe in the business case?” This question caught my interviewee by surprise, as they obviously hadn’t spent any time thinking about this question.
The State of Customer Experience (Infographic)
Customers That Stick
OCTOBER 20, 2014
'In honor of Customer Experience Day , Temkin Group released its “ The State of Customer Experience” infographic. The report is drawn from a number of Temkin’s research reports, including its experience ratings which evaluates more than 268 organizations across 19 industries based on feedback from 10,000 U.S. consumers. A number of the findings are exciting for those working in the CX trenches.
How to Make or Break Your Customer Experience
Beyond Philosophy
OCTOBER 28, 2014
'All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. One little part that many organizations don’t consider in this process is the systems you use to do business.
4 HR Priorities for 2025 to Supercharge Your Employee Experience
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.
What a Supernatural TV Show Can Teach You About Online Customer Experience
PeopleMetrics
OCTOBER 27, 2014
'We’ve written about social media fails – remember Alton’s Comcast Disaster ? The Barclays Kenya Twitter Fiasco ? – but today, let’s talk about wins, and what you can learn from them. Okay, but the title mentioned a supernatural television show? Yes. Supernatural is a television show about two brothers (Jensen Ackles and Jared Padalecki) fighting monsters, but ask any fans about the show’s social media influence, and they’ll point you to one man: Misha Collins.
What is Customer Service Week?
Win the Customer
OCTOBER 6, 2014
'Did you know that every year, the first full week of October is recognized as Customer Service Week? Customer Service Week is a great opportunity for organizations that rely on customer service and customer support teams to celebrate the important role customer relations has in business success. In addition to fun traditions and parties that […].
New Frontiers in Data Driven Marketing
Customer Experience Matrix
OCTOBER 8, 2014
'I recently gave a talk on New Frontiers in Data Driven Marketing, which managed to incorporate Barbie, Fred Astaire and Ginger Rogers, General Winfield Scott, and The Three Stooges. Let’s just say you had to be there. But even without celebrities, I think the list is worth a quick look as you start planning for next year’s marketing programs. New Challenges • Integrate ad tech and martech.
#CXDay – A Tale of Two Company Celebrations
Heart of the Customer
OCTOBER 6, 2014
'Happy CX Day! If you haven’t already planned out your CX Day, head on over to www.CXDay.org to learn all that the CXPA has planned for this celebration of those driving customer loyalty through an improved customer experience. Two Minnesota companies that are making a splash today are Wolters Kluwer and ShopHQ. I asked their customer experience leaders about their plans, and am sharing them with you in hopes that it will give you some good ideas to use for next year. ——̵
From Start to Scale: Driving Growth Through Seamless Payments Implementation
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
An Interview with Kate Nasser: Better #PeopleSkills
Customers That Stick
OCTOBER 2, 2014
'Kate Nasser, The People Skills Coach™ , is a smart, energizing, experienced speaker, coach, and workshop leader. Her work in customer experience, employee engagement, leadership, teamwork, transforms how people think, act, and interact. With 25 years in business and a Masters in Organizational Psychology, Kate has guided tens of thousands to engage in uplifting productive interactions.
4 Ways to Gain Customers’ Trust in Data Security
Beyond Philosophy
OCTOBER 14, 2014
'Home Depot is the latest big brand to suffer a large-scale data breach, affecting over 56 million payment cards. With headlines like this, it’s no surprise that according to a blog published on Econsultancy.com, 87% of consumers don’t believe that there are adequate safeguards in place to protect their information? Consumers also believe that in spite of this concern about safety they must share data to have a better experience with a company.
Is Zappos really that good at Customer service? Manager fired for responses to online reviewers
The DiJulius Group
OCTOBER 14, 2014
' Manager fired for poor responses to negative reviews – A manager at the budget Georgian House Hotel, reacted unprofessionally to Customers who complained about his hotel on TripAdvisor. Instead of reaching out to see how he could make it right, he took the total opposite approach! The goal should be to have Zero Risk […].
Join the Conversation: How to Engage With Your Customers Online
Win the Customer
OCTOBER 11, 2014
'Your customers are talking about you online, and there is nothing you can do to stop it. But, do you want to stop it when you can join the conversation? Online discussions and reviews give you a window into your customers’ minds, and, when handled correctly, that opportunity can persuade them to open up their […].
Frost Radar: Voice of Customer Analytics, 2024
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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.
Believe Your Customers
Customer Bliss
OCTOBER 16, 2014
'Very little shreds of respect remain, if any, after we’ve put a customer through the third degree that many customers experience when they encounter a glitch, and actually need to return a product, put in a claim or use the warranty service. As tempting as it is to debate customers to uphold a policy to the letter of the law, suspend the cynicism and work to believe your customers.
It only takes 3 seconds to destroy your service experience
Heart of the Customer
OCTOBER 30, 2014
'The beginning of a service experience matters. A lot. Start successfully, and you can make it a great experience. Start wrong, and you can dig a hole you can’t get out of. I mentioned my car accident last week. Luckily, it wasn’t bad, but the agent didn’t know that. That’s why how she began our conversation. I told her that I was at the site of an accident.
The Compete Through Service Symposium
Customers That Stick
OCTOBER 23, 2014
'I’d like to take a moment to tell Customers That Stick™ readers about the 25 th annual Compete Through Service Symposium ( online brochure ) put on by the Center for Services Leadership at Arizona State University’s W.P. Carey School of Business. The Center for Services Leadership is a leader in customer experience higher education and has one of the few programs at a major university dedicated to customer experience.
How to Make or Break Your Customer Experience
Beyond Philosophy
OCTOBER 28, 2014
'All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. One little part that many organizations don’t consider in this process is the systems you use to do business.
Prepare Now: 2025s Must-Know Trends For Product And Data Leaders
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.
For Greater Customer Satisfaction, Should Marketers Answer Their Needs or Desires?
C3Centricity
OCTOBER 26, 2014
In 1943 Maslow proposed his theory about people’s needs in a paper entitled “A theory of human motivation” He used the terms Physiological, Safety, Belongingness and Love, Esteem, Self-Actualization and Self-Transcendence to describe the pattern of needs that motivate people. At the time he didn’t present it as a hierarchy, nor as a pyramid, but that has become the accepted representation these days.
Call Center Managers: Do You Need a Reality Check?
Win the Customer
OCTOBER 13, 2014
'Call center managers are the people responsible for orchestrating the entire workflow for their organization. They are lauded when the organization earns profits or applauses; the same people are criticized when the organization does not achieve its goals. This is why the contact center managers are always walking the tight rope. If your organization is […].
9 things your Customers do not want to hear from you
The DiJulius Group
OCTOBER 29, 2014
'1. “No problem” – The biggest street-slang terms used in every business today are the responses “no problem” or “not a problem.” By saying “no problem” the message is that what the Customer is asking of you is not a problem for you. However, when we are serving others, it is not about our convenience; […].
Celebrating #CXDay
Heart of the Customer
OCTOBER 8, 2014
'I hope you had a terrific CX Day! I really enjoyed the online content – if you didn’t get a chance to view it, I highly recommend going to www.CXDay.org for a chance to review them. Here in Minneapolis we had an amazing event, with over 80 participants learning about what to do when your customers are tired of talking to you (survey fatigue).
Case Study: Key Insights on Wait Times and Customer Service
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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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