CX Accelerator
DECEMBER 20, 2017
Of all the things employees despise, end of year performance appraisals (PA’s) are at the top of the list. The Washington Post has research to support that “basically every single person hates performance reviews.” Regardless of how we arrived here, leaders are no longer bound to the mistakes of the past. When conducted well, the end of year review is one of the most powerful tools in your quiver.
Beyond Philosophy
DECEMBER 20, 2017
Consumer confidence is a funny thing. It is little more than a feeling, and yet it drives millions of dollars in business—especially around this time of year. A recent JLL Retail survey revealed that consumer confidence is high, making the outlook for the holiday season holly jolly. Now, to be fair, Consumer Confidence is the aggregate for 5,000 U.S. households’ feelings.
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Comm100
DECEMBER 19, 2017
Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Nowadays, having competitive prices and bombarding customers with advertisements and offers is not enough. Customers are smarter than before, and most of them already know your products and services intimately, based on online research or referrals, before making a purchase.
Lumoa
DECEMBER 18, 2017
The topic of customer experience has been trending throughout this year. More and more companies put a customer at the centre of their business operations. At Lumoa, we believe that it’s only the beginning. Customer experience and engagement are already changing the way businesses work covering larger and larger industries. To stay ahead of the time and to be successful, it is crucial to follow the newest trends in CX.
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
ClearAction
DECEMBER 16, 2017
What is Customer Experience Collaboration? Lynn Hunsaker. Imagine your company as a sports team, such as volleyball, soccer, hockey or football: do you truly pull together, have one another’s backs, share opportunities and show your opponents and fans you’re a well-oiled machine? Collaboration like this across your entire company is what’s needed to win customer experience championships.
Beyond Philosophy
DECEMBER 19, 2017
Every time I go back to the UK I feel like I took a step back in time. The Customer Experiences I have in the UK are not as good as I have in the USA, now there is evidence to back this up. Per the 8th annual “ Customer Experience Excellence Study” published by KPMG Nunwood, shows that Customer Experience in the UK is lagging. Ten-thousand respondents ranked brands’ Customer Experience based on six categories.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
ProProfs
DECEMBER 22, 2017
What’s the most common hardship that even the pro online trainers face? Creating online courses that engages everyone. Sadly, that doesn’t happen all the time. It’s not a problem with the skills of the trainer or the course contents that disengages the readers, but the poor attention span of the learner. Thanks to smartphones, the attention span of an average human is less than that of a goldfish , which is hardly 9 seconds.
ClearAction
DECEMBER 16, 2017
B2B Customer Experience: Do This, Not That Lynn Hunsaker. Is business-to-business customer experience management (B2B CXM) a watered-down or a souped-up version of consumer experience management? Does the answer differ when the business you’re selling to is a manufacturer versus a professional services company? Or when your company provides specialized industrial goods, ingredients or components for customers’ products, enterprise software versus desktop software, or business services?
Beyond Philosophy
DECEMBER 20, 2017
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. One of my favorite movies about business in general, and employee behavior in particular, is Office Space. The film is full of bad management-staff relationship and motivation examples, and management’s myopic need for process execution for its own sake, not the enrichment or benefit of employees, and irrespective of the impact that they will, or won’t, have on customers.
Taylor Reach Group
DECEMBER 19, 2017
By: Peg Ayers and Turaj Seyrafiaan. Definition of Abandon Rate: The percentage of calls ended by the caller before being answered by an agent. Calculation: Abandoned Calls/ (Abandoned Calls + Answered Calls) X 100. Example: 90 calls are answered; 10 calls are abandon before they’re answered. Abandon rate is 10/ (10+90) which is 10%. Alternate Calculation: Abandoned Calls waiting for more than x seconds/ (Abandoned Calls waiting more than x seconds + Answered Calls) X 100.
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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.
Customer Bliss
DECEMBER 21, 2017
Over the many years that I’ve spent doing customer experience work, every leader I’ve worked with has asked for explicit actions that they can take to show their commitment to CX transformation. I’ve spent plenty of time developing these actions through tried and tested methods, and decided to turn them into “recipe cards.” Recipe cards came to mind because I grew up in an Italian household with grandmothers who always cared for my siblings and I, and kept us fed.
ClearAction
DECEMBER 16, 2017
Rethinking Customer Engagement: Put Your Relationship First Lynn Hunsaker Can you imagine proposing to someone on the first date? Or asking them to meet your parents and friends? What about asking what they like to do for fun or what foods they like after you've been together for a year? Sounds way out of sequence, but it's often exactly how we treat our customer relationships. [.
UJET
DECEMBER 18, 2017
This morning, we shared that UJET successfully completed the SOC 2 Type 2 and HIPAA examinations. As part of our commitment to be the leading enterprise customer support platform on the market, we are proud to be one of the select few providers to have achieved SOC 2 Type 1 , SOC 2 Type 2, and HIPAA compliance.
Provide Support
DECEMBER 19, 2017
The Impact of Customer Service on Purchase Decisions. Zendesk survey revealed that 62% of B2B and 42% of B2C customers purchased more after a good customer service experience while 66% of B2B and 52% of B2C customers stopped buying after a bad customer service interaction. If you want people to buy your staff or use your service you need to understand how they make purchase decisions and what kind of factors have an impact on them.
Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin
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.
Myra Golden Media
DECEMBER 19, 2017
I’ll never forget the day I saw a fight, literally a fist-fight, between a customer and an employee. It was at Kmart. I was 16, and I worked at Kmart on Admiral in Tulsa. My 17-year old co-worker and good friend, Beverly, said to a customer who wanted to return some worn out clothing, “We’re not taking that junk back!”. “Excuse me?” the customers said.
ClearAction
DECEMBER 16, 2017
Customer Centric Culture Lynn Hunsaker. What Does it Mean to be Customer-centric? To have the customer’s best interests as the focus of your attention — not to be pre-occupied in your own interests at the customer’s expense. To do this, you need to: (1) Really know the customer in order to anticipate their best interests. (2) Differentiate between primary and secondary motives.
Taylor Reach Group
DECEMBER 21, 2017
By: Peg Ayers. A clean slate. A fresh start. As we remove the plastic wrappings from our new calendars and start neatly recording upcoming events and plans, we’re inspired to make 2018 the best year ever. Our New Year’s Resolutions show the way—if only we’d maintain them past mid-January. Supervisors and managers in your organization are having the same thoughts—they want to make 2018 the best year ever, for themselves and their people.
Allen Speaks
DECEMBER 19, 2017
At the conclusion of any year it is wise to look back a successes and failures but also to move forward with a specific strategy for improvement and growth. The five steps below are critical for review of 2017 and planning for future success in 2018: 1. Study and prepare for your customer journey Identify customer types and map their journey from purchase research through product delivery and customer service follow ups.
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.
Waypoint Group
DECEMBER 21, 2017
We know that true/organic “customer loyalty” is a longer-term play. As one example, a company can invest in short-term promotions and shell-games to pull in deals “this quarter,” or they can invest in building their “advocate army” and reap the rewards of accelerated profitable growth. The latter takes longer and isn’t likely to show strong results “this quarter” but will […].
ClearAction
DECEMBER 16, 2017
Customer Centric Employee Engagement Lynn Hunsaker. Organizations that are centered around their customers know that it’s not a part-time role. To truly be customer-centric , everyone company-wide needs to have a deep understanding of the customer’s world. And beyond this sharp awareness, everyone needs to be constant in their personal alignment with the customer’s world, exemplified by their decision-making and behaviors.
Totango
DECEMBER 21, 2017
Written by Dante Otero, Manager, Partner & Customer Experience, Google Cloud. Shortly after becoming a customer of Totango earlier this year, I heard about the Customer Success Summit which sounded like a tremendous opportunity to get immersed in Customer Success for two days. Seemed worthwhile to check out. Over the past few weeks, I’ve started to explore Summit.
CX Journey
DECEMBER 20, 2017
Image courtesy of Pixabay Today I am pleased to share with you a guest post by Julian de Sevilla with PATlive. An effective customer service solution has always been a tool that helps businesses stand out. However, customers recently have come to expect more from businesses in terms of service, forming a landscape that’s saturated with options, and thus hyper-competitive.
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
Waypoint Group
DECEMBER 20, 2017
According to 3M, the corporation behind Post-it Notes, our brains process visuals 60,000 times faster than text. So, it’s no wonder companies pour resources into ensuring their software designs are sleek, modern, and eye-catching. At Replicon, we’re no different. We understand the huge benefit of of using visuals that help our customers get their jobs […].
ClearAction
DECEMBER 16, 2017
Make Good Customer Experiences Easy! Lynn Hunsaker. Upgrading to a new model of any kind of product can be an exciting customer experience … but not if you as a supplier don’t set it up for success. All too often, upgrades cause too many surprises, wasted time and money, and frustration. It just doesn’t make any sense to spoil what could be a perfect opportunity to strengthen your fan base into brand evangelists.
Kate Nasser
DECEMBER 16, 2017
Rigid procedures, individual insecurity, know-it-all mindset, and blunt words lead to conquering customers vs. caring for them. Insights fr Kate Nasser The People Skills Coach™. The post Are You Unknowingly Conquering Customers? | #PeopleSkills #Custserv appeared first on KateNasser.com.
Customer Bliss
DECEMBER 19, 2017
This year has been chock full of informative interviews with CX leaders on my podcast, The Chief Customer Officer Human Duct Tape Show. I’ve had the pleasure of interviewing over 40 leaders who are transforming customer experience within their companies — some are even making incredible strides within their industry as a whole. As 2017 comes to an end, I want to thank all of you who have taken the time to listen to my podcast.
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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.
SugarCRM
DECEMBER 19, 2017
(Editor’s Note, this post originally appeared in the Silicon Valley Business Journal , and was syndicated in 42 Biz Journal publications across the country). Fueled by the promise of better insights and better decision making via humanlike reasoning, artificial intelligence continues to intrigue the business world, evidenced by steadily increasing investment.
ClearAction
DECEMBER 16, 2017
What are Customer Experience Process Silos? Lynn Hunsaker. What does a ballet (or Broadway musical number) and a business have in common? All the players have integral parts choreographed to deliver a satisfying experience. When a player misses a cue or the choreography isn’t polished, all heck breaks loose. Such snafus are also known in business as silos — anything that operates in isolation.
ClientSuccess
DECEMBER 22, 2017
Scenario. As a customer success manager, you probably sit down every day to a calendar full of scheduled meetings and a bursting inbox. You likely have some priorities in mind, but you also want to figure out where you need to focus your efforts in order to make the largest impact. All customer success managers (CSMs) fight a constant battle–go with the flow and get swept up in customer requests, questions, and fighting fires, or make a careful plan and do as much proactive work as you can
1 to 1
DECEMBER 18, 2017
Trust is the foundation for any healthy relationship. So why is it so challenging for businesses to establish this fundamental virtue with customers? According to Accenture’s newest global study, “Put Your Trust in Hyper-Relevance,” only 22 percent of customers worldwide said they shop with companies that have a deep understanding of their needs, preferences, and past interactions.
Speaker: Evelyn Chou
Choosing the right business intelligence (BI) platform can feel like navigating a maze of features, promises, and technical jargon. With so many options available, how can you ensure you’re making the right decision for your organization’s unique needs? 🤔 This webinar brings together expert insights to break down the complexities of BI solution vetting.
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