TechSee

OCTOBER 9, 2018

A day in the life of a Millennial. Ashley rolls over, checks her Fitbit Ionic to see the quality of REM sleep she experienced last night, and reaches for her iPhone to scan her messaging apps and social networks. She tweets about her sleep quality and messages her roommate that her share of the rent has been paid with Venmo. On her way out, she checks with Alexa whether her shoes have been shipped by Amazon, grabs her ear buds, sets her smart home security system, and rides her electric scooter

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Customer Service Virtual Agent Social Media Multi-Channel 359

Experience Investigators by 360Connext

OCTOBER 17, 2018

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. According to the report, the list of buzzwords is growing. And I agree. Leaders toss around terms like “engagement” and “transformation” in ways that make those terms seem less important than they are.

Leadership 283

Leadership Culture Customer Centricity 2019 283

Micah Solomon

OCTOBER 9, 2018

[Originally published in Forbes.com. The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. (Here are three ways to reach Micah: email, chat, web). In honor of National Small Business Week ( #SmallBusinessWeek ), here are five highly effective, low- or no-cost ways to amp up the quality of your customer service experience. 1.

Customer Service 264

Customer Service Customer Experience 2005 Hospitality 264

Customer Bliss

OCTOBER 30, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?

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Hotels Chief Customer Officer Social Media Books 256

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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

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Beyond Philosophy

OCTOBER 25, 2018

Most companies today know that putting the customer at the heart of everything they do is vital. Doing something about it, however, tends to fall into the unknown category. The fact is, improving your Customer Experience means you must also become more customer-centric. But what is customer-centricity and how do you do it? What aspects of the experience should you focus your efforts to improve?

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Customer Centricity Culture Customers Customer Experience 245

TechSee

OCTOBER 23, 2018

Hello. Thanks for calling our Hotel. How may I help you? Vs. Good morning, Laura. I see you are a Loyalty member since 2007, and have stayed at our property in London every year around this time. Are you calling to make another reservation? If so, I see you have 345 Loyalty points available to use towards your stay. Personalization as a driver in customer service.

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Customer Service 2007 Virtual Agent 2018 157

Experience Investigators by 360Connext

OCTOBER 17, 2018

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. According to the report, the list of buzzwords is growing. And I agree. Leaders toss around terms like “engagement” and “transformation” in ways that make those terms seem less important than they are.

Leadership 227

Leadership Culture Customer Centricity 2019 227

Micah Solomon

OCTOBER 11, 2018

[Originally published in Forbes.com. The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. (Here are three ways to reach Micah: email, chat, web). Last week, I suggested quick wins that could improve your customer service and customer experience.

Customer Service 256

Customer Service Customer Experience Hospitality Hotels 256

Customer Bliss

OCTOBER 17, 2018

How easy do you make it for customers to get what they want when they want it? Do you understand how your customers’ lives affect their desires? What do you do to consider their desires, needs, concerns? Once you have that information, how will you improve your customer journey and experience? Make-mom-proud companies take a human-centered approach when engaging with customers.

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Leadership 2016 Books Customers 231

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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.

Voice of Customer

UJET

OCTOBER 18, 2018

When done right, a conversation with the customer over the phone can be helpful, engaging, and even fun. The problem with voice support is that it can also go terribly wrong, and those are the types of interactions that people hear about.

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Customer Experience Customers Interaction Engagement 156

Oracle

OCTOBER 15, 2018

Businesses now live in the age of “experience” Thanks to the digital revolution, so much of a brand’s bottom line now depends on customer experience because consumers have more access to information (and therefore more access to alternatives) than they’ve ever had before. The competition for consumer headspace is increasing and so is the pressure for brands to create an emotional bond with customers.

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Touchpoint Consumers Insights Measurement 190

One Millimeter Mindset

OCTOBER 15, 2018

Current and potential customers can tell us overstated stories. To attract our attention, negotiate business with us. And lead us on and on and on. So, why do we continue to believe them? Until we don’t, anymore? First of all, we are flattered that these customers contacted us. At this point, we accept their overstated stories as completely truthful.

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Workshop Roadmap Customer Success Leadership 142

Experience Investigators by 360Connext

OCTOBER 2, 2018

The job descriptions for a customer experience leader vary between tactical analyst and strategic overlord. Defining just what a customer experience leader does can be tricky. But what’s even trickier is when you may not have customer experience or customer insights in your title. Maybe you’re a survey pro or a journey mapping guide, but only when your regular duties allow.

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Customer Experience Culture Leadership Customers 225

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

Customer Experience

Customer Enthusiast

OCTOBER 1, 2018

On June 19 th of this year there was a significant hailstorm in my neighborhood that damaged dozens of roofs and automobiles. My Allstate agent texted me on the same day – impressive – and asked me whether or not we had been affected by the storm. One thing led to another and within a matter of weeks a roofing contractor and an Allstate field rep met at my home to examine the roof.

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Insurance Financial Document Communication 133

Customer Bliss

OCTOBER 16, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from a longer video of 10 customer experience potholes to avoid.

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Chief Customer Officer Customer Experience Leadership Customers 185

Beyond Philosophy

OCTOBER 11, 2018

We all want to sell more. So how do we do this? A powerful sales technique exists that can help. The best sales organizations use it well; the worst, not so much. It is based on a psychological concept called reciprocity, and it might be what you need to get (or keep) your foot in the door. We discussed reciprocity in our recent podcast episode. Reciprocity is a concept in psychology that describes how people respond to a positive act with another one in return.

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Sales Call Center Loyalty Blog 137

Andrew Mcfarland

OCTOBER 9, 2018

(Guest post by Taylor McKinney, a Marketing Specialist at TrustRadius, a trusted website for B2B software reviews. When she is not writing about the latest tools and small business trends she is enjoying Austin’s beautiful scenery with her family.) You don’t.

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Feedback B2B Customers Marketing 153

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Insights

Cyara

OCTOBER 26, 2018

This is the second of a two-part interview with Dr. Nicole Forsgren, CEO and chief scientist at DevOps Research and Assessment (DORA). In the first post we dove into some insights from her latest report: Accelerate: State of DevOps. And in this post we follow up with a discussion of the importance of Agile and DevOps methodologies to customer experience.

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Innovation Insights Customer Experience Contact Center 173

Customer Guru

OCTOBER 16, 2018

Customer Experience is the only true differentiator for brands today. It is a very broad term encompassing various factors. While we believe that no one definition can do justice to this term, we’ve put together a list of definitions of CEx by experts. “ Customer’s perceptions and related feelings caused by the one-off and cumulative effect of interactions with a supplier’s employees, systems, channels or products. ” ~ Gartner, World’s leading information technology resea

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Customer Experience Definition Customers Interaction 129

One Millimeter Mindset

OCTOBER 18, 2018

Why do initiatives on retaining customers still feel like a bunch of isolated actions? Provided by people in separate departments. With different functions. All throwing their professional efforts at the customer. Instead of in partnership with the customer. That is such an outdated customer retention model. For starters, this outdated concept of retaining customers is linear.

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Customer Retention Workshop Touchpoint Customers 118

Customer Bliss

OCTOBER 4, 2018

Though many of us may enjoy out-of-town excursions that require a flight, we’re often a little less enthusiastic about the thought of the airport or the in-flight experience. Thankfully, there are leaders in the airline industry who understand this and are working tirelessly to improve both of these experiences. In today’s episode, you’ll hear from Karen Ellis , the Chief Customer Officer of San Antonio airport , and Sonya Lacore , Vice President of Inflight Operations at Southwest A

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Airlines Customer Experience Chief Customer Officer Reference 176

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

Contact Center

Beyond Philosophy

OCTOBER 4, 2018

Each of us has a time of day when we are at our best. Likewise, we have times when we are not at our best. These times affect how we behave, and that can have repercussions for your Customer Experience. For example. I am a morning person. When I have something creative or complicated to do, I like to tackle it first thing. However, in the late afternoon to evening, I am useless.

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Sports 2016 Government Presentation 141

TechSee

OCTOBER 2, 2018

A Digital Twin refers to a virtual replication of a physical object – with the two linked together dynamically – enabling insights to be learned and actions to be taken within the virtual environment that can be applied to the physical object — ultimately to meet business goals. The digital twin concept impacts a wide range of domains, from engineering to architecture to aerospace.

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Technology 2020 Innovation Consumers 176

ReviewTrackers

OCTOBER 22, 2018

Businesses need to learn how to respond to Google reviews to make the most out of their Google listings. The ways reviews are managed can have a major impact on a listing because of Google’s popularity with customers. A survey showed that 63.6 percent of consumers are likely to check Google reviews before visiting a business. That’s the highest percentage of consumers for any reviews site.

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Feedback Consumers Brands Management 113

NICE inContact

OCTOBER 16, 2018

Some call centers struggle to have a stellar reputation, but it doesn’t have to be that way. Call center representatives are a vital part of the front line, there to help customers when they have questions or problems, and as such, they have the power to strengthen (or weaken) the customer relationship. So, how can you ensure that customers who call your company are given the help that they need and that they exit the call feeling positive about the interaction and the company?

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Call Center Customer Service Social Media Customers 104

Advertiser: ZoomInfo

One of the biggest challenges for any B2B marketer is understanding your prospects’ next move — who is most likely to buy and when. Without these insights, marketing campaigns can feel more like guesswork, with high investment and little return. We’re here to tell you there’s a better way. By tracking buyers’ digital footprints and online activity, such as website visits, product reviews, and spikes in content consumption, you can engage prospects with a message that really resonates.

Marketing