CX Accelerator

DECEMBER 12, 2017

How Carvana is leveraging customer experience principles to revolutionize the process of buying a car. Last night began in standard fashion…I consumed a spicy chicken sandwich from Chick-fil-A and wandered around the kitchen for a bit. Things took a turn for the crazy, however, when we headed out to buy a new car out of a giant vending machine. Yes, I’m speaking of Carvana, “The New Way to Buy a Car” as their tagline says.

CX 182

CX Finance Contact Center Sales 182

Beyond Philosophy

DECEMBER 14, 2017

Do you believe it is the Customer Experience you provide that makes customers loyal? If you do, I am sorry to be the one to inform you that you are wrong. I have been a global Customer Experience consultant for fifteen years, since before Customer Experience was even a thing. As a result, I thought I knew everything there was to know about Customer Experiences.

Customer Loyalty 151

Customer Loyalty Sports Start-ups Customer Experience 151

Myra Golden Media

DECEMBER 15, 2017

Today I delivered a customer service workshop in Chicago. When we broke for lunch, three of the attendees invited me to a vegan bistro. Of course, I was thrilled to join them! Over lunch, one of the ladies told me, “I almost never take my vacation time. I prefer just to cash out and get a lump sum payment.” The mother in me couldn’t keep quiet.

Customer Service 119

Customer Service 119

Customer Bliss

DECEMBER 15, 2017

Last month, Forrester released a new report, “ Predictions 2018: The Crisis Of Trust And How Smart Brands Will Shape CX In Response, ” and it was a great read – it confirmed many of the things that myself and other CX experts alike have been touting for years. There’s an increased focus on customer experience these days, and many companies are just beginning to implement a customer experience process.

Customer Experience 114

Customer Experience CX 114

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

CX Accelerator

DECEMBER 12, 2017

How Carvana is leveraging customer experience principles to revolutionize the process of buying a car. Last night began in standard fashion…I consumed a spicy chicken sandwich from Chick-fil-A and wandered around the kitchen for a bit. Things took a turn for the crazy, however, when we headed out to buy a new car out of a giant vending machine. Yes, I’m speaking of Carvana, “The New Way to Buy a Car” as their tagline says.

CX 140

CX Finance Innovation Customer Service 140

Beyond Philosophy

DECEMBER 11, 2017

Are you the kind of person who hums along to “Jingle Bell Rock” in the supermarket? Does it make you want to fill your cart with cookies and egg nog? When you hear “Winter Wonderland” at the mall, do you think of sleigh rides and warm nights by the fire? Do you feel excited to start your holiday shopping? Or are you one of those who wish they’d just play something else – anything else?

Retail 151

Retail Start-ups Sales Customer Experience 151

Comm100

DECEMBER 14, 2017

In this day and age, all companies who want to get an edge over the competition must embrace customer experience continuous improvement as a strategy to ensure their customers receive great customer experiences. Why? Well, the customer experience is a key ingredient to getting new business and maintaining customer loyalty. But delivering excellent customer experiences isn’t something that you can measure one time and not look to improve.

Customer Experience 95

Customer Experience Net Promoter Score NPS Close the Loop 95

Heart of the Customer

DECEMBER 13, 2017

Anybody who has read any of Chip and Dan Heath’s books know that they’re compelling and well-researched. I was lucky enough to receive a pre-release of their latest book, The Power of Moments (now available), and I highly recommend it to anybody looking to create great employee or customer experiences. Even better, I was able to score […].

Customer Experience 84

Customer Experience Customer Journey Map 84

PeopleMetrics

DECEMBER 12, 2017

“Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”. Not quite. While it may be true that at their core, both systems revolve around the key interactions a customer has with your brand, CRMs and CEMs serve distinctly different purposes and operate from two contrasting angles. CRMs tell you what is happening (prospect & customer contact information, what they bought, when they bought it, how much was spent, size of their company, etc.); while

CEM 84

CEM CRM Customer Relationship Management VOC 84

Taylor Reach Group

DECEMBER 12, 2017

By: Peg Ayers and Turaj Seyrafiaan. Definition of Service Level: The percentage of calls answered within a set threshold. Note: Service level applies to live contacts so the same definition can be used for other channels such as Chat or SMS. Other channels such as email, fax and even social media are measured based on elapsed response time. Calculation: (Calls Answered within x seconds)/Total Calls Answered X 100.

Customer Experience 84

Customer Experience Social Media Contact Center 84

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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

Customer Service Life

DECEMBER 15, 2017

This article originally appeared on CustomerThink.com as part of my monthly Advisor column on November 10, 2017. Click here for the original. Pretty much every contact center on the planet has some sort of a quality assurance process — or so I learned when I contracted with an outsourcer a half dozen years ago. Since going to work for an outsourcer, I’ve been witness to dozens of quality processes and have observed many similarities and differences.

Contact Center 74

Contact Center NPS Customer Satisfaction Customer Service 74

ClearAction

DECEMBER 14, 2017

7 Secrets of the Best Marketing Operations Teams Lynn Hunsaker. Value creation is the ultimate measure of success in business: value to customers, shareholders, alliances, employees, and the community at-large. In the quest to be best, follow the money, or better yet, be the one that enables value (money, capability, opportunity) to be created. Marketing Operations is a role that can facilitate the whole Marketing organization in value creation.

Government 78

Government Technology Technology Start-ups 78

ProProfs

DECEMBER 15, 2017

For several years SCORM, (Shareable Content Object Reference Model) has been the gold standard for any serious learning management system. It is a collection of technical standards for web-based learning. It’s the “stuff” that governs how online learning content and Learning Management Systems “talk” to each other. And then Tin Can happened. As the much-touted successor to the older SCORM standard (which some regard as clunky and rigid), Tin Can API, also known as the Experience API(xAPI), has i

Government 78

Government Technology Technology 78

Return Customer

DECEMBER 13, 2017

We live in an age of constant communication, perpetual availability, and an expectation of white-glove service. For small businesses, the level of customer service they are able to provide can make or break their success. So, how does a fledgling company offer the same level of attentive, personable, friendly client care as a multinational behemoth with massive call centers at their fingertips?

Customer Service 71

Customer Service Social Media Technology Technology 71

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.

AI

Beyond Philosophy

DECEMBER 12, 2017

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Target Corporation has had a number of challenges over the past few years, from abruptly closing all of their Canadian stores to a 2016 earnings shortfall, plummeting stock price, and a rather negative sales outlook for 2017 (first quarter EPS was 6% lower than first quarter 2016).

Customer Experience 60

Customer Experience Retail Outlook Construction 60

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Lynn Hunsaker. Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? All of these terms are components of customer experience management (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any organization (for-profit, non-profit, or government).

CRM 66

CRM CEM Non-Profits Customer Experience 66

Myra Golden Media

DECEMBER 13, 2017

How did 2017 go for you? Employees still struggling with how to control calls with unreasonable customers? Your customer experience still not where you know it needs to be? Still trying to get your people to convey empathy? I know. The struggle is real. The real question is: how will you gear up to make 2018 better? Let me give your people the tactics, skills, and inspiration they need so they can deliver experiences that make you feel proud.

Start-ups 61

Start-ups Customer Service Customer Experience 61

DMG Consulting

DECEMBER 11, 2017

Question: We don’t have a budget for gamification or other monetary incentives, but we’d like to improve agent engagement with the hope of reducing our agent attrition rates. Can you share some ideas to help us get started? Answer: Too many companies concentrate on decreasing agent attrition instead of improving retention. If you want to change the culture of your contact center and make it a more upbeat and satisfying place to work, pay attention to agents while they work for you.

Contact Center 59

Contact Center Start-ups 59

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.

AI

Beyond Philosophy

DECEMBER 12, 2017

Episode Zero – Colin Shaw discusses what you can expect from The Intuitive Customer podcast. Colin outlines in very understandable way, how behavioral economics and psychology fundamentally influences your customers experience and how you can use these to improve your customer loyalty and customer retention. The post 0: The Intuitive Customer Episode Zero appeared first on.

Customer Retention 60

Customer Retention Customer Loyalty Customer Experience 60

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Lynn Hunsaker. Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? All of these terms are components of customer experience management (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any organization (for-profit, non-profit, or government).

CRM 59

CRM CEM Non-Profits Customer Experience 59

Provide Support

DECEMBER 12, 2017

5 Ways Big Data Will Improve Customer Service. In the abundance of more or less similar products, customer service has become by far the most influential brand differentiator these days. According to the recent study, almost 90% of buyers are ready to pay more for a better customer experience, which proves the importance of this aspect of the business.

Customer Service 62

Customer Service Customer Experience 62

Comm100

DECEMBER 12, 2017

Let’s be honest, companies do not send out newsletters promoting massive “wins” and provide huge commission checks when an internal team manages to “save” a customer. Their focus is usually on growing the business, and that really only happens when you gain new accounts. 8 out of 10 marketers of global companies actually agree that a much better strategy is retention , but their organizations are still focused on customer acquisition.

Customer Journey Map 60

Customer Journey Map Customer Experience Touchpoint Social Media 60

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

Customer Experience

DMG Consulting

DECEMBER 11, 2017

KPIs for Managing your Contact Center . Contact centers are highly complex operating environments with a lot of moving parts and activities. In an attempt to achieve full transparency and visibility, contact center leaders may receive dozens of metrics and key performance indicators (KPIs), some of which seem to contradict others. In other contact centers the data is stale by the time it is received, making it essentially ineffective for helping the manager control their own destiny and perform

Contact Center 54

Contact Center Social Media Scorecard Customer Satisfaction 54

ClearAction

DECEMBER 14, 2017

Customer Centric Internal Branding Lynn Hunsaker. Customer centric internal branding revolves around customer well-being. Internal branding has various meanings, such as becoming employer of choice, communicating the company’s marketing programs to employees, emphasizing core values, engaging employees for high morale and productivity, or aligning internal behaviors with what’s promised to customers.

Customer Satisfaction 59

Customer Satisfaction Customer Experience Management Sales Customer Experience 59

Customer Bliss

DECEMBER 12, 2017

Overview. How do you drive transformation in the highly regulated financial industry? In my conversation with Isabella Lau , who has held the hybrid role of both CMO & CCO at Manulife Hong Kong for over 7 years, we discuss this emerging expanded role, how Isabella is driving both brand, operational, and cultural leadership – and why her unique background in both operations and marketing prepared her for success.

CX Transformation 0

CX Transformation Customer Experience Data Mining NPS 0

Totango

DECEMBER 14, 2017

Your customers are your most important asset and their data is critical for your business. We’re launching today Totango Shield. Totango Shield provides comprehensive protection for all of your sensitive information and allows you to automatically comply with internal security policies and external regulations, including the new GDPR going into effect May 2018.

CX 49

CX 49

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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.

AI

Comm100

DECEMBER 11, 2017

According to CX Network’s 2017 Digital Marketing Trends Report , customer experience ranks first as the most exciting opportunity for businesses for the third year in a row. At 22%, it is ahead of content marketing (15%), mobile (13%), personalization (11%) and social marketing (7%). It is no surprise that customer experience ranks highly. Studies have shown that companies that follow through with customer experience strategies achieve increased revenue, higher customer satisfaction rates and fe

Customer Experience 47

Customer Experience Social Media CXM Contact Center 47

ClearAction

DECEMBER 13, 2017

Customer Centric Mission & Values Lynn Hunsaker. Customer-centricity is about priorities. The key is to clearly state your priorities to executives, employees and affiliates. Then reinforce these priorities in daily decision-making criteria and rituals such as annual operating plans, operations reviews, staff meeting agendas, recognition and incentives, performance reviews, etc.

Education 59

Education Innovation Customer Experience 59

SugarCRM

DECEMBER 13, 2017

Think about the last time you decided to try a new restaurant. I mean the last time you actually made the decision – not your boss, colleagues, or spouse. Did you pick the place because of its sign on the window advertising “2 for 1 happy hour?” Or, because you drove by it everyday and curiosity got the best of you? Probably neither one. I bet you either had it recommended to you by a friend, or perhaps you read the customer reviews on a site like Yelp or OpenTable.

Social Media 52

Social Media Sales 52

Totango

DECEMBER 14, 2017

Your customers are your most important asset and their data is critical for your business. We’re launching Totango Shield today. Totango Shield provides comprehensive protection for all of your sensitive information in DNA-CX and allows you to automatically comply with internal security policies and external regulations, including the new GDPR going into effect May 2018.

CX 48

CX 48

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.

Technology