Callminer

OCTOBER 13, 2016

How can you provide exceptional customer experiences? Seamless customer service, customer experience analytics, and technology are a few ways. Read more.

Customer Experience 182

Customer Experience Technology Technology Customer Service 182

Beyond Philosophy

OCTOBER 17, 2016

Customers are not loyal because of the Customer Experience you provide. They are loyal because of the Customer Experience they remember you provided. Furthermore, customers don’t remember the entire experience but only bits and pieces. It is important to get these memorable bits right, or your customer loyalty will certainly go to pieces. The human memory isn’t as reliable as we would like to think.

Customer Loyalty 167

Customer Loyalty Customer Experience 167

Customers That Stick

OCTOBER 3, 2016

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Customer Service 164

Customer Service 164

Heart of the Customer

OCTOBER 20, 2016

Customer empathy is absolutely critical to a company-focused culture. Without empathy, employees focus on their own problems, rather than your customers’. They build overly-complex products based on what they want to buy, rather than starting with customer needs. And they certainly don’t understand the emotional context of your customers. Both Forrester and the Temkin Group […].

Customer Experience 144

Customer Experience 144

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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.

Contact Center

Win the Customer

OCTOBER 5, 2016

It should be obvious that how you treat your customers is a vital factor in business success, yet many companies become so focused on implementing their policies and procedures that customer satisfaction can get overlooked. It’s absolutely essential to continued success to provide the best possible customer experience you can. Here are four mistakes that can ruin your business in the eyes of its customers.

Gambling 136

Gambling Customer Experience Data Entry Customer Satisfaction 136

Kerry Bodine

OCTOBER 20, 2016

This journey map for the Exploratorium , a science museum in San Francisco, is one of my favorites. That’s because the folks at the former design agency Adaptive Path (which was acquired by Capital One back in 2014) did a great job of highlighting two key things: 1) The entirety of the customer experience. It would be easy for Exploratorium management to focus exclusively on the museum experience—everything that happens within their physical walls, represented by the square box in the middle of

Customer Journey Map 129

Customer Journey Map Transportation Customer Experience 129

Beyond Philosophy

OCTOBER 19, 2016

Did you know there was once a German belief that if you sleep with your mouth open, your soul will escape disguised as a white mouse ? Or that ancient doctors used to drill holes in their patients’ heads to cure migraines? Or that drinking the ground up testicles of a small mammal mixed with alcohol was considered a contraceptive in 16th century Canada?

Net Promoter Score 167

Net Promoter Score Pharmaceutical Invoicing NPS 167

Customers That Stick

OCTOBER 15, 2016

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Hospitality 164

Hospitality Hospitality Customer Service 164

Heart of the Customer

OCTOBER 3, 2016

There’s nothing more powerful than a trusted advisor. Each of us has our go-to people we call for advice. While a trusted advisor could be a mentor or a past or current co-worker, valued suppliers can also become trusted advisors. This relationship doesn’t come easy, often taking years to develop the trust needed to play […]. The post In B2B Relationships, Being a Trusted Advisor Matters appeared first on Heart of the Customer.

B2B 102

B2B Customer Experience 102

Win the Customer

OCTOBER 3, 2016

One of the best ways to keep up with the competition – and even edge out in front of them – is to be flexible when it comes to your business strategies. Are you feeling a push to move ahead of the competition? Whether you’re a brand new company or you’ve noticed sales have been dropping, it’s time to compete better and harder than before.

Social Media 133

Social Media Sales Customer Service Customer Experience 133

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.

B2C

Kerry Bodine

OCTOBER 14, 2016

Of the four types of customer journey maps , the current-state map is the most ubiquitous. That’s not surprising, given how many organizations are trying to understand their customers’ current pain points and improve the customer experience. Wondering how you can get started mapping your own organization’s current-state journey map? Follow these 10 steps: 1.

Customer Journey Map 125

Customer Journey Map Start-ups Touchpoint Customer Feedback 125

Callminer

OCTOBER 14, 2016

If your company isn’t taking the customer experience seriously, you should be. Research shows, by 2020, the customer will manage 85% of his or her experience with an enterprise without interacting with a human. Add to that statistic the fact that, within just a few years, the majority (89%) of companies will compete mainly on […]. The post 7 Tips for Providing Exceptional Customer Experiences appeared first on CallMiner.

Customer Experience 140

Customer Experience 140

Beyond Philosophy

OCTOBER 26, 2016

When shopping malls began dotting the American landscape in the late 1960s and 1970s, they presented a new and exciting customer experience. Today, it shouldn’t be news to anyone that things have changed and malls in general are struggling. Discount retailers are partly to blame, but the real culprit is the internet. Why would you change out of your pajamas and scout for a parking place when you could buy the same stuff online, from the comfort of your couch?

Artificial Intelligence 167

Artificial Intelligence Retail Customer Expectations Customer Experience 167

Customers That Stick

OCTOBER 17, 2016

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Customer Service 163

Customer Service 163

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.

Actionable Insights

Heart of the Customer

OCTOBER 31, 2016

At CXPA events I often run across new attendees with a familiar story. They’re obsessed with customers, and they want to transform their companies to be more customer-focused. They desperately want to change their companies! But they’re not in a customer experience (CX) role. How, they ask, can they change their company if their company […]. The post Creating Radical CX Change, the Quiet Way appeared first on Heart of the Customer.

CX 100

CX Customer Experience 100

Win the Customer

OCTOBER 10, 2016

Non-profit organizations are a great way to give back to a community, help those in need, and/or support a worthwhile cause. Unfortunately, even with the well-placed intentions of helping others, aspiring non-profit business owners must go through a lot of red tape beforehand. Here are things you need to know to get started in the industry. Conduct Key Research.

Non-Profits 109

Non-Profits Education Start-ups 109

Provide Support

OCTOBER 6, 2016

The Power of Positive Thinking in Customer Service. It’s no secret that customer service jobs are often associated with negativity. Dealing with customer complaints, negative feedback and frustration on a day-to-day basis can be a pretty stressful experience. You’ve probably heard that negativity tends to spread like wildfire. Once you let negative thoughts come into your mind, they attract more negative situations, triggering a vicious circle of bad feelings and outcomes.

Customer Service 84

Customer Service 84

Customer Bliss

OCTOBER 27, 2016

We spend a lot of time in companies discussing “process mapping,” which is — theoretically, and sometimes in reality — a way to make our processes more effective. If you’ve had a number of enterprise-type jobs, you’ve probably seen the dreaded idea of “process for the sake of process,” whereby all these rules and processes are layered on top of each other before any action can be taken.

CX 84

CX Engineering Customer Experience 84

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

Beyond Philosophy

OCTOBER 12, 2016

We live in the data age. Data is collected about our personal behavior everywhere. From the searches we instigate online to the products we order (and when) to the movies we choose in our Netflix Queue, sometimes it seems as if every move we make ends up in a database somewhere. So why this sudden interest in whether we watched all 14 seasons of ER or returned the Samsung Galaxy S5 Phone Case?

Start-ups 167

Start-ups Innovation Customer Loyalty Customer Experience 167

Customers That Stick

OCTOBER 31, 2016

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Customer Experience 129

Customer Experience Customer Service 129

Kate Nasser

OCTOBER 4, 2016

Super customer experience is achieved when you think from the customer perspective not from yours. Involve them & win their loyalty. 4 ways to win big. The post Customer Experience: Loyalty Through Narcissism? appeared first on KateNasser.com.

Customer Experience 83

Customer Experience Contact Center Customer Loyalty Customer Service 83

Comm100

OCTOBER 27, 2016

Customer satisfaction is dependent upon knowing your customers’ needs and expectations. But your ability to meet, and even exceed customer expectations is often dependent upon what customers think their experience should look like. While there are many factors that can influence expectations, from a competitor’s offer to news coverage of a fantastic customer success story, some of these factors are within your control.

Customer Expectations 78

Customer Expectations Social Media Customer Service Customer Loyalty 78

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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.

VOC

Provide Support

OCTOBER 25, 2016

In spite of all the tech advancements available for businesses today, many still operate under the presumption that their customers prefer the “good old days” of picking up the phone and relying on a human agent for all their customer support needs. While there will always be place for phone in customer service, in reality the majority of customers don’t really want to go back to the “good old days” and call you to get their questions answered.

Social Media 77

Social Media Customer Service 77

Customer Bliss

OCTOBER 11, 2016

Episode Overview. Mark Weinstein is the Senior Vice President of Customer Engagement, Loyalty and Partnerships for Hilton Worldwide. Like many customer experience executives, he searched for a career path that matched his skills and passion for helping customers comprehensively across the business. Mark’s been with Hilton since 2010 — prior to that he was with MarketBridge and PwC — and one of the most interesting aspects of this episode is walking through his career path and

Hospitality 0

Hospitality Hospitality Finance Innovation 0

Beyond Philosophy

OCTOBER 10, 2016

When striving for the next level of Customer Experience, it is critical to understand how your customers make decisions. However, it’s probably not happening the way you think it is. As Customer Experience Consultants, we see our clients presume that customer evaluations of an experience occur at the product level. This presumption is only partway true.

Retail 167

Retail Customer Experience Customer Satisfaction 167

CX Journey

OCTOBER 12, 2016

Image courtesy of dushy4 I originally wrote today's post for ICSA as part of their blog carnival and celebration of National Customer Service Week. It appeared on their blog on September 5, 2016. It is a modified version of a post that I wrote for CX Journey back in 2012. National Customer Service Week is just a month away; it's awesome to set aside time to recognize and to celebrate those employees who work hard every day of the year to support customers.

Close the Loop 77

Close the Loop Customer Service Customer Experience CX 77

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

Kate Nasser

OCTOBER 23, 2016

Do people see you as patronizing or helpful? Here are 5 tangible tips from The People Skills Coach™ to be helpful to others. Leadership, Teamwork, Service! The post 5 Ways to Sound Helpful Not Patronizing appeared first on KateNasser.com.

75

75

Heart of the Customer

OCTOBER 10, 2016

In preparation for a series of classes on journey mapping I helped lead through the CXPA, they interviewed a few of us on best practices in journey mapping. The other participants included a few of our partners: Stacy Bolger, Senior Strategic Consulting Director, MaritzCX, VP: Valerie Peck, President / CEO, East Bay Services Group, SuiteCX, […].

Customer Experience 74

Customer Experience 74

Customer Experience Matrix

OCTOBER 28, 2016

I’m in the midst of collating data from 150 published surveys about marketing technology, a project that is fascinating and stupefying at the same time. A theme related to marketing data seems to be emerging that I didn’t expect, and many marketers won’t necessarily be happy to hear. Many surveys present a familiar tune: most marketers want unified customer data but few have it.

Technology 69

Technology Technology 69

Customer Bliss

OCTOBER 25, 2016

The fifth of my customer experience competencies is one-company accountability, leadership, and culture. Ultimately, this refers to executive leadership. How are they approaching customer issues? Are they on the same page? Each week on my podcast , a different CCO-level leader talks about this one-company leadership culture. One of the biggest challenges of the first few months of this work (at a high level) is making sure the executive leadership is united towards customer-driven growth.

Age of the Customer 77

Age of the Customer Customer Experience 77

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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.

Customer Service