3 Ways to Increase Agent Job Satisfaction in the Call Center
Callminer
DECEMBER 28, 2014
Attracting & retaining the right kind of talent in the call center can be a tricky business. Here are 3 steps to increase agent job satisfaction.
December, 2014
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As the Economy Gets Better, Customer Service Gets Worse
Beyond Philosophy
DECEMBER 26, 2014
'This time of year always has me thinking about the next one. It could be because I am already scheduling into January, February and so on, making next year feel even closer than it already is. Thinking about the coming year, I see trends underway that predict interesting changes in Net Promoter Score (NPS), Customer Experience (CX), and mobile digital experience for 2015, and they might surprise you.
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Faces of Customer Experience: Becky Lollar
Customers That Stick
DECEMBER 18, 2014
'Meet Becky Lollar ! I grew up in Bartlett, TN and attended Union University in nearby Jackson where I earned degrees in elementary education. I taught Kindergarten for three years then chose to stay at home with my two daughters. After our first family trip to Walt Disney World, I was hooked! I now represent Magical Travel, an agency which specializes in selling Disney vacations.
Nick Goss: How the Customer’s Experience is impacted by ‘good intentions’
Bill Quiseng
DECEMBER 15, 2014
This week’s guest post is offered by customer service expert Nicholas Goss. We both share a commitment to help small business owners Deliver the World’s Best Customer Experience. I connected with Nicholas first on Twitter and quickly began a fan of his customer service blog. He was kind enough to allow me to publish here one of his recent posts.
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
This Holiday Season, Give Your Customers the Gift of Success
Win the Customer
DECEMBER 8, 2014
'Should making the customer happy really be your company’s priority? Is that an effective strategy? You’ve heard this adage in many different ways: “the customer is always right,” “treat each customer like they’re the only one…” the list goes on and on. Yet, should making the customer happy really be a company’s priority? The answer is […].
Customer Effort Score 2 – Is it easy?
Heart of the Customer
DECEMBER 18, 2014
'Effort is the bane of your customer experience. Or, as I like to say, “ Thinking is bad.” But is customer effort the right measurement to use? First, an overview. The CEB created the Customer Effort Score (CES) as a transactional measurement. You can see my early post here. Its original phrasing was “How much effort did you personally have to put forth to handle your request?
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Is Your Customer Experience Infected?
Beyond Philosophy
DECEMBER 22, 2014
'Cooties, or as British would call it, “the dreaded lurgi”, rule your life when you are six and associated with a classmate with which you either are or aren’t friendly. Most of us know that there is no such thing as a cootie, or a lurgi. But when it comes to Customer Experience, Cooties are a real thing and they are affecting the decisions that your Customer’s make.
Infographic: What Customers Experience Holiday Shopping
Customers That Stick
DECEMBER 11, 2014
'Here at CTS Service Solutions, we recently performed a survey designed to find out how consumers feel about holiday shopping and to see what customers are actually experiencing during the holiday shopping season. The Holiday Shopping Experience: Customer’s Viewpoint 2014 was conducted on November 24, 2014 and surveyed 450 male and females between the ages of 18-65 living in the United States.
Shared Vision is Essential for Customer Experience Strategy
ClearAction
DECEMBER 19, 2014
Shared Vision is Essential for Customer Experience Strategy. If you've ever gone on an extended outing with several friends, you're sure to appreciate the value of having a shared vision among all, from the outset of your journey, about where you're going and why, how fast you'll go and when you'll pause and celebrate, and how you'll decide things along the way.
How Technology Contributes to Customer Experience
Win the Customer
DECEMBER 3, 2014
'By being proactive, a company can dazzle its customers with great service. The biggest payoffs often come from providing information and setting expectations. Customer experience is a top priority for 86 percent of executives, according to Gartner’s “Amplifying the Enterprise: The CIO Agenda” report. Technology can enhance many aspects of customer experience, but most companies […].
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.
Training Customers = Losing
Heart of the Customer
DECEMBER 4, 2014
'“Customers aren’t filling out our form completely. We need to train them to fill it all out, and then we’ll be able to serve them better.” “Our members just don’t understand the benefits of volunteering. If we educate them better, more will volunteer.” “We just need to teach our customers how to use our website so they won’t call us so much.” “If we can teach people trying to get their licenses that it’s okay to wait hours
How to Start Collecting Customer Data
PeopleMetrics
DECEMBER 19, 2014
'You have been working hard to get your CEO to buy into the need to get closer to customers. You’ve gotten here through social feedback, anecdotes, and gut feel. But now, leadership understands a formal Voice of the Customer program is essential to achieving your customer experience goals. You have the green light to start to ask customers for feedback!
Are you Inside-Out or Outside-In? Designing a Customer-Focused Process
Beyond Philosophy
DECEMBER 4, 2014
'An organization’s process tells me a great deal about how Customer-centric they are. Is the process designed for the good of the Customer or was it designed for the good of the company? In my experience, the latter is more likely than the former, leaving most organizations with a process lacking a customer focus. The Naive to Natural assessment looks at nine areas of a company to determine how Customer centric the organization is with their Customer Experience.
A New Podcast All About Customers
Customers That Stick
DECEMBER 8, 2014
'Customer experience isn’t easy — it just seems that way! From bargaining with the C-Suite to negotiating with customers, from maximizing profit to ensuring loyalty, providing great customer experiences in today’s environment is a continuous challenge. It’s a roller coaster, and I have teamed up with Jeannie Walters to provide a new resource that can help you with the strategies and tactics you can use to smooth out this wild ride!
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.
The Secret to Customer Retention
CX Journey
DECEMBER 16, 2014
'Image courtesy of featureset I originally wrote today''s post for InsideCXM. It appeared on the site on September 15, 2014. Want to know the secret to customer retention? I''ll tell you, but first a story. I grew up on a farm in Ohio and, as a young girl, had many horses over the years. One of my horses was named Rusty, and he was what many would call "barn sour" and "herd bound;" he either didn''t want to leave the barn or leave the other horses.
3 Ways to Deliver a Personalized Customer Service Experience
Win the Customer
DECEMBER 10, 2014
'Even Computer Software is a People Business! Nobody likes to feel like they’re just one cog in a giant machine. However, that’s the feeling many customers get when they call or email a company for support and get seemingly fed through a meat grinder before having their questions answered. “Press this button to go here.” […].
What’s the customer experience focus for 2015?
Heart of the Customer
DECEMBER 18, 2014
'Yesterday, four of the CXPA’s CX experts spoke about the year in review, and what customer experience has in store for 2015. Is it the role of emotions? Employee engagement? Crowdsourcing journey maps? Watch the Google Hangout with Jim, Tabitha Dunn, Lynn Hunsaker, and Peter Haid as they discuss. The post What’s the customer experience focus for 2015?
Six Skill Sets that Drive Customer Change
Customer Bliss
DECEMBER 16, 2014
'There are skill sets specific to driving culture change that need to be present when doing this customer experience work. The lack of these six skills comprises the execution chasm. 1. Experience in Completed Brand and Marketing Projects – Experience from completed project work brings with it huge gains in knowledge, skills and insights. This crucial past experience of many start-to-finish achievements will optimize the customer experience work. 2.
HR Meets AI: The New Way of Keeping Large Workforces Connected and Engaged
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.
Creating Award Winning Employee Engagement: A Case Study
Beyond Philosophy
DECEMBER 8, 2014
'We have had the pleasure of working with Caterpillar for a while, and recently I was asked to judge their ‘Excellence in Customer Experience Awards for 2014.’ I am pleased to say Carter Machinery , one of the leading Caterpillar dealers in the U.S., won the award, and I thought I would share with you what they did well. One of the most important things they learned, however, was that improving Customer Experience starts with improving your Employee Experience and managing the pain of change for
Monthly Mash and The Sympathetic Holiday Shopper
Customers That Stick
DECEMBER 15, 2014
'Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. VOLUME 37: November 2014. Thoughts on the Customer: The Sympathetic Holiday Shopper. If you read our December 11 blog post , you know that we recently conducted a survey of consumer attitudes on holiday shopping.
The Gospel of Customer Centricity for Improved Customer Experience
CX Journey
DECEMBER 18, 2014
'Today I''m pleased to present a guest post by Rohit Yadav. The way customers interact with brands has drastically changed over the past few years. In the words of Forbes contributor Brian Walker, " Digitally empowered customers are firmly in charge, bouncing from channel to channel at the drop of a hat.” It is now more important than ever before to intertwine marketing efforts with sophisticated customer relationship management tools to deliver a seamless customer experience at every touch poin
Customer Service Is The New Sales
Win the Customer
DECEMBER 2, 2014
'It costs your business much less to keep an existing customer happy than to find a new customer. Part of your “sales process” needs to be following up with your existing customers and communicating with them and listening to them regularly to make sure they are satisfied with your product or service. Here are a […].
eCommerce in 2025: How Customer Experience Drives Online Retail Success
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
Webinar: Thinking is Bad
Heart of the Customer
DECEMBER 15, 2014
'nanoRep and I recently partnered on a webinar to discuss reducing effort in your customer experience. We discuss the Customer Effort Score, simplicity, and how to use self-service to prevent customer disloyalty. You can view a summary at [link]. Enjoy! The post Webinar: Thinking is Bad appeared first on Heart of the Customer. No related posts.
To The Entrepreneur and Small Business Owner: Know and Track Customer Issues
Customer Bliss
DECEMBER 9, 2014
'The frontline talks to your customers every day. On a regular basis, sit yourself down and ask them to identify critical issues. Do more than listen, write down the issues and assign someone to take care of the major ones. Then personally reach out to customers to understand – at a greater level of granularity – what is happening, so you know what to do about it and fix the issue.
Top Ten Mistakes Cultures Make with Customer Experience
Beyond Philosophy
DECEMBER 11, 2014
'One of the most influential factors on your Customer Experience is your company culture. Most companies might understand the concept, yet still engage in activities that influence company culture in a way that hurts the Customer Experience. When we perform our Naive to Natural assessment to determine our client’s Customer centricity, we find that Culture and Leadership has a massive influence on the outcome of the experience.
6 Ways to Kickstart Your Organization for The Holiday Shopping Season
Customers That Stick
DECEMBER 4, 2014
'With the official Black Friday starting gun for the holiday season now officially fired, we thought we would share some tips for helping you prepare your teams for the remainder of the season. Remember, Black Friday and Cyber Monday still account for only a small percentage of holiday sales. The bulk of the holiday season is still ahead. Preparation is the key to not only surviving but thriving during the holiday season.
How to Easily Navigate Crypto Accounting in the Web3 Era
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
Four Cool Ways to Cement Customer Trust
PeopleMetrics
DECEMBER 5, 2014
'"Trust is the glue of life. it''s the foundational principle that holds all relationships.". - Steven Covey. Can You Hear Me? At All? Last week my 14-year-old son''s phone stopped working. This happened two days before my son, Nat, was due to take a trip without us to Boston. I dove right into the omni-channel AT&T customer experience. I pre-ordered a new phone online; received an email informing me the phone was ready to be collected; gathered the requisite documentation.
Happy Customers Live in the Cloud
Win the Customer
DECEMBER 19, 2014
'There was a time when customer service consisted of a row of operators answering calls, using a bank of telephones. If the call center was understaffed, customers would wait for nearly an hour to talk to a representative. But, if the call center was overstaffed, then the office was bleeding money in salaries. Luckily, cloud […].
First or Last Impression - Which One is Lasting?
CX Journey
DECEMBER 4, 2014
'Image courtesy of Unsplash Which is most important: the first impression or the last impression? As you think about the customer experience, which impression is most impactful, the first one or the last one? Which one is the lasting impression? Let''s think for a moment about the customer experience lifecycle. If we think at that high level and consider when the customer first becomes aware of your brand/products: Did he hear a good story or a bad story?
Create quizzes in minutes with ProProfs’ new platform
ProProfs
DECEMBER 21, 2014
'ProProfs Quiz Maker has launched its new quiz making interface , that enables users to create quizzes easily in minutes. It includes a set of powerful new features designed to give users greater flexibility and a delightful experience while creating quizzes. The upgraded version offers an interactive “drag and drop” interface, enterprise white label options and advanced learner-friendly navigation controls. ‘ I have just finished making my first quiz, and the result is an absolute stunner!
7 Essential Criteria for Choosing the Right Payments Partner
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.
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