Callminer

MARCH 30, 2015

Learn 5 reasons why your call center should be using cross-channel interaction analytics to improve the customer experience. Read more.

Customer Experience 182

Customer Experience 182

Beyond Philosophy

MARCH 12, 2015

'I love watching what people, and Customers do. We human’s think we are so clever and sophisticated and yet much of what we do is totally irrational. When I am reviewing an organization’s experience I am on the look out for this type of irrational behavior as this will give me many clues on how to make it much better. What do I mean by irrational behavior?

CEM 166

CEM Retail Customer Experience Management Customer Retention 166

Win the Customer

MARCH 28, 2015

'Too many organizations fall short in translating the desire for great customer experience into customer service actions that create them. If more than half of customers would be willing to pay more for a better customer experience, why don’t more organizations get more from customers? Frankly, I believe that most organizations want to deliver better […].

Customer Service 145

Customer Service Customer Experience 145

Customers That Stick

MARCH 17, 2015

'This morning we released CTS Service Solutions’ Ultimate Starter Guide to Employee Empowerment. This guide walks those new to the idea of strategically and consciously attempting to increase employee empowerment in their organizations through many of the basic ideas surrounding empowerment as well as nine tips for empowering employees effectively.

Customer Service 140

Customer Service 140

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Contact Center

C3Centricity

MARCH 1, 2015

I got an email this week that was just so wrong I almost replied to it offering my help to the sender, as he clearly needed it. The email started, “Hello Deny, I will keep my introduction brief. I’m Scott XXX, CEO for YYY.” He was informing me about his company’s training offers, which he [.]. The post No Trust without Respect: 7 Rules to Winning Customers appeared first on C3Centricity.

Customer Service 134

Customer Service 134

PeopleMetrics

MARCH 13, 2015

'Are you on Slack ? If not, chances are you will be soon. According to an article in the New York Times this week, Slack is "one of the fastest-growing business applications in history." There are about half a million employees using Slack everyday, and that base is doubling every 3 months. If you aren''t one of the initiated (yet), Slack is an internal communications tool that is fast making email and instant messenger obsolete.

Customer Experience 109

Customer Experience Close the Loop Net Promoter Score Voice of the Employee 109

Beyond Philosophy

MARCH 17, 2015

'How can you increase your sales by 47%? It’s all in the packaging. Gressingham Foods, a pre-packaged food company in the UK, wanted to change their brand image at the store. They were declining as a brand and wanted their image to project “premium but accessible.”. They hired Elmwood , a design firm that took a good look at their packaging and came up with a strategy to help them stand out.

Sales 151

Sales CEM Customer Experience Customer Experience Management 151

Win the Customer

MARCH 16, 2015

'The customer customer is so important, why do you have a machine keep you busy while you sort things out with someone else? Putting customers on hold is about more than people being patient. Hold time shows a disconnect between the customers wanting to work with you and your willingness to want to take advantage of that immediate opportunity to […].

Customer Service 145

Customer Service Customer Experience 145

Customers That Stick

MARCH 11, 2015

'Service triggers that set customers off. Power words that influence customer perception. Go-to tactics that turn difficult situations around. My new book Be Your Customer’s Hero: Real-World Tips and Techniques for the Service Front Lines is finally here. And I couldn’t be happier with the end product! I am truly thrilled to put this book into the hands of customer-facing professionals all around the world.

Social Media 139

Social Media Retail Customer Service Customer Experience 139

Heart of the Customer

MARCH 18, 2015

'How do you create change when you’re the first customer experience (CX) leader at a highly successful business with a history of customer focus? That’s the challenge Mark Smith faced when he became GE Capital Fleet Services’ first Vice President of Customer Experience a year ago. His response? Focus on the culture, because that’s what […]. The post “Customer Experience is all about culture change” – an interview with Mark Smith, VP of CX at GE Capital Fleet Services appeared first o

CX 109

CX Customer Experience 109

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

PeopleMetrics

MARCH 10, 2015

'If you’ve decided to focus on improving customer experience, you’re going to need clearly defined goals and a strategy to get you there. Here are some tips to help you set a direction and improve adoption throughout your company. 1. Define goals clearly (and how you’ll measure success). How you convey your goals to the rest of your company is extremely important.

Customer Experience 109

Customer Experience Retail Customer Acquisition Start-ups 109

Callminer

MARCH 10, 2015

What can companies do to take actionable steps to improve the customer experience? Here are 3 ways sentiment analysis can uncover your company’s reputation and meet customer needs.

Sentiment Analysis 182

Sentiment Analysis Customer Experience 182

Beyond Philosophy

MARCH 3, 2015

'In this series, professionals share the words of wisdom that made all the difference in their lives. Follow the stories here and write your own (please include the hashtag #BestAdvice in the body of your post). What is the point of doing research is you are not going to do anything with it? Let me give you an example. It was the first few days after I had been promoted to the SVP, Customer Experience for British Telecom a number of years ago.

Customer Experience 146

Customer Experience Customer Expectations Customer Service 146

Win the Customer

MARCH 1, 2015

'Consistently setting realistic service goals is critical to the process of developing your core customer experience. Setting goals is not simply throwing out an easy number to achieve, nor is it asking your team to achieve the impossible. Consistently setting goals is part of the process of developing your team in the organization. Goals shouldn’t be […].

Customer Experience 144

Customer Experience Customer Service 144

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

Customer Experience Matrix

MARCH 2, 2015

'Autopilot *, formerly AutopilotHQ and Bislr before that, relaunched itself today. I wrote about Bislr in November 2013. Back then, they positioned themselves as a “marketing operating system” that provided core functions but would ultimately let users connect with third party apps. The latest incarnation describes itself as “software for multi-channel marketing” but still provides core functions and connects with third party apps.

Start-ups 96

Start-ups Gaming CRM Sales 96

Heart of the Customer

MARCH 25, 2015

'How’s your brand today? Defining your brand used to be so much easier. In the good old days (for me, the good old days were the 80s), your brand was whatever your advertising said it was. Social media changed all that. Now your brand is whatever your customers say it is. And so your brand […]. The post Remember, Call Center Agents = Your Brand appeared first on Heart of the Customer.

Social Media 102

Social Media Customer Experience 102

PeopleMetrics

MARCH 2, 2015

'Employees. You’re going to have to face them sooner or later if you’re trying to build a customer-centric culture. How do you get them in line? How do you get them to deliver on your promise? How do you get them to care about company goals? Before you bang your head on your mahogany desk, maybe you should ask yourself another question: Why should your employees care?

Voice of the Employee 106

Voice of the Employee Start-ups Customer Satisfaction Customer Experience 106

Callminer

MARCH 2, 2015

Sarcasm is notoriously difficult for both humans and machines to detect and even though most companies are concerned about it, they shouldn't be.

182

182

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

MARCH 5, 2015

'There have been many great stories in the past couple of months about airlines doing what was right by their Customers. We can all learn a little about Customer centricity when we look at these examples from three major carriers in the US. Frontier Airlines Pilot Feeds His Passengers While Stranded on Runway. Frequent travelers have all been there…sitting on the runway, hungry, thirsty, and needing to go to the lavatory but strapped in their seat, sometimes for hours.

Net Promoter Score 132

Net Promoter Score Transportation CEM Customer Retention 132

Win the Customer

MARCH 20, 2015

'Customer experience doesn’t happen by chance. It takes the right combination of insights and actions that result in the positive bottom-line impact that supports revenue positive growth in an organization. In a recent conference call is asked an organization if they had a report of their key performance metrics related to service and customer experience […].

Customer Experience Management 144

Customer Experience Management Customer Experience Customer Service 144

Customer Experience Matrix

MARCH 26, 2015

'Tuesday’s post on the Adobe Marketing Cloud illustrated the complexity of solutions that combine many marketing and advertising components. Despite my best efforts, and much cooperation from Adobe, I’m sure it still misses many nuances of how Adobe components do or don’t work together. Nor does it address the challenges that users face in making sense of it all.

B2B 92

B2B CRM Start-ups Innovation 92

Heart of the Customer

MARCH 12, 2015

'Nobody likes surprises. Even positive ones can ruin your customer experience. Here’s a case in point. I was teaching at an insurance company when an employee told me a story. A customer filing a claim told him, “my agent said I don’t have rental coverage. Now I have to pay for the stupid rental car.” The employee informed him […].

Customer Journey Map 99

Customer Journey Map Customer Experience 99

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VOC

PeopleMetrics

MARCH 25, 2015

'So you’re sitting on the fence. Twiddling your thumbs. Waffling on the investment in a formal customer experience management solution. How can you tell if your company’s ready? How can you make the argument to higher-ups? What are some of the symptoms of customer experience woes? Well, I’ll give you four. 1. No one knows if customer issues get resolved.

Customer Experience 93

Customer Experience Customer Feedback Voice of the Customer Gaming 93

ClearAction

MARCH 23, 2015

Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. It's not as exciting and it's harder to wrap your mind around than customer engagement and VoC (voice-of-the-customer) and CX (customer experience) technologies. Just what is it, anyway? The Business Dictionary clarifies governance as "establishment of policies, and continuous monitoring of their proper implementation, by the membe

Government 86

Government Customer Experience CXM VOC 86

Beyond Philosophy

MARCH 23, 2015

'Over the years, I realized relationships in business mean everything. Whether it’s a new employer or a new Customer, the beginning of a relationship sets the standards for how the two of you will interact moving forward. With so much riding on this new relationship, it’s important that you are clear and detailed about these standards. To that end here are 8 important tips regarding establishment of the parameters for a new business relationship: Tip #1: Be yourself.

CEM 131

CEM Customer Experience Management Customer Experience 131

Win the Customer

MARCH 30, 2015

'Successful businesses have learned to master making customers successful. Throughout my career, I’ve watched customers set goals, and then watched as they either reached or fell short of them. When you work as closely with your customers as I have, you can’t help but feel these successes and failures as much as they do. The […].

CRM 143

CRM Technology Technology Customer Service 143

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

Customer Experience Matrix

MARCH 19, 2015

'Remember how much simpler life was back in 2010? Among our quaint notions, we thought that B2B companies couldn’t build predictive models because they didn’t have enough data about their customers and prospects. The Internet has changed that, providing oceans of relevant detail from company Web sites, social media, job boards, and other sources. Today, at least a dozen vendors are offering predictive models for B2B lead scoring, sales intelligence, and customer success management.

B2B 92

B2B Sales CRM Social Media 92

Heart of the Customer

MARCH 5, 2015

'Tuesday I had a major issue with my host provider Inmotion Hosting. I discovered that my beautiful new site no longer looked so beautiful, instead offering searches for heart valves and similar terms. Obviously, they were no longer hosting my domain. I immediately called support, and my tech acknowledged their systems did not execute my domain […].

Customer Experience 87

Customer Experience 87

Customer Bliss

MARCH 31, 2015

'Repairing the emotional connection with your customers and reaping good results has conditions. Your apology must: Be genuine. Restore confidence in being associated with you. Honor those harmed. Explain and work to resolve the problem. Be delivered swiftly and with humility. Remember when you were a kid and your brother or sister punched you or pinched you?

83

83

PeopleMetrics

MARCH 20, 2015

'Because I relish in writing about confusing things, I thought I’d jump back into the muddy relationship between brand and customer experience. So grab your boots. Let’s get started. Brand is the Promise. Imagine brand managers, sleepless in the twilight, worried about their work. Fixated on the emotional relationships between their products and customers.

Customer Experience 78

Customer Experience Voice of the Customer Start-ups Gaming 78

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Customer Service