Customer Bliss

MAY 30, 2017

Episode Overview. Claudiu Coltea is the Executive Vice President and Head of Customer Experience for Citizens Financial Group. He’s a perennial customer experience leader with a background at Gallup, in health care, and in operational roles. He had several interesting takeaways on customer experience management and transforming CX throughout this interview; I’d encourage you to listen to the entire episode when you get some time.

Financial 121

Financial Banking Healthcare Leadership 121

InMoment XI

MAY 2, 2017

Brands are all hyping customer experience and many are succeeding. Enough with the tired old pitch from consultants about things like: “Why 7 out of 10 strategy implementations fail” or: “The top 5 reasons why companies improve things customers don’t care about” (I wrote that one so I am throwing myself under the bus as.

Customer Experience 236

Customer Experience Consulting Article Customers 236

Beyond Philosophy

MAY 10, 2017

If you’re like me, you have loyalty cards for three different supermarkets, a half dozen airlines, several hotels, a dozen or so assorted retailers and the local frozen yogurt shop. But how can I be loyal to Florida grocer Publix and also their competitor Winn-Dixie? Can I be loyal to American, United and Delta? To Starbucks and the coffee shop down the street?

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Loyalty Loyalty Programs Airlines 2012 137

GetFeedback

MAY 23, 2017

Great customer service leads to happy customers, higher retention, and more revenue.

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Omnichannel Feedback Customer Service Customers 186

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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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Alida

MAY 18, 2017

Value-based care is more than a buzz term in health care today—it’s a mandate that has now become a baseline expectation for both patients and regulators. The Affordable Care Act requires health care providers to switch from operating in a service-based mindset to providing value-based care that focuses on the quality of care rather than the quantity of services offered.

Social Media 133

Social Media Retail Healthcare Insights 133

Customer Bliss

MAY 10, 2017

Guest post by Blake Morgan, Customer Experience Futurist, Author, Speaker. For a customer experience program to be effective, the most senior leaders at the company must take ownership of the program. But unless the CEO appoints a chief customer officer, a chief customer experience officer, or even a chief marketing officer who is empowered to get things done for the customer, it’s hard to say who will lobby for the customer across the organization.

Chief Customer Officer 179

Chief Customer Officer Customer Experience 2015 Wireless 179

Kayako

MAY 30, 2017

You’ve read all the classic books on customer service— Delivering Happiness by Tony Hsieh, How to Win Friends and Influence People by Dale Carnegie, and more. But now you don’t need to spend hours reading another book, unless you’d like that. Thanks to the rise of TED talks, there are troves of great videos on YouTube where you can learn tips in just 15 minutes.

Loyalty Programs 73

Loyalty Programs E-support Loyalty Feedback 73

Beyond Philosophy

MAY 22, 2017

With online shopping, transactions and communication as prevalent – and as easy – as it is today, it can often be tempting to focus most of your Customer Experience efforts on getting your virtual presence right. When many of your customers will engage with you solely on a virtual platform, it can make sense to favor it. However, neglecting your brick-and-mortar experience can lead to inconsistent CX and online backlash.

Social Media 144

Social Media Consulting Interaction Call Center 144

ShepHyken

MAY 24, 2017

Not long ago I was interviewing Kevin Berk, founder and CEO of ServiceGuru, on Amazing Business Radio. We were talking about the word fine. He commented that it is a four letter that begins with the letter F that you never want to hear from your customer. I then joked that fine is the “F-Bomb” of customer service. Ask someone how their experience with your company is.

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Customer Service Customer Service Training Reference Customers 127

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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

InMoment XI

MAY 9, 2017

Customer experience (CX) has been a part of business, well, since the beginning of time. It’s only been the last decade that an entire industry has boomed around it. There couldn’t be a more exciting time to be in the CX field. It’s recently come out of its infant stages and not only are we. View Article.

Leadership 150

Leadership Insights Article Customer Experience 150

Alida

MAY 19, 2017

Retail is changing so fast that retail futurist Doug Stephens recently made this bold prediction : “Within five short years, the current user experience of online marketplaces like Amazon, eBay and Alibaba will begin to look as archaic as a Sears & Roebuck catalog.” New technologies, according to Stephens, will “radically evolve the core concept of online shopping and the notion of what an online ‘store’ can be.” Here are the five of the biggest trends that are alrea

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Retail Consumers Brands User Experience 145

Customer Bliss

MAY 3, 2017

Guest post by Matt Dixon. Consumers today prefer to do things on their own – and, most importantly, according to their own timeframe. This especially holds true when it comes to customer service. In fact, CEB data shows that 81 percent of customers today will use self-service channels first before reaching out to a company to speak to a customer service rep live.

Customer Service 134

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Kayako

MAY 11, 2017

This is a guest post from our friends over at FieldBoom. Josh Brown will walk you through ways to analyze your customers and their needs. Consistently exceeding expectations is what any entrepreneur or startup should aim for to increase customer bookings and enjoy growth. Companies like Virgin Atlantic, British Airways, and Zappos go the extra mile to ensure their customers receive top-notch customer service.

Customers 99

Customers Customer Journey Customer Retention 2014 99

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

Beyond Philosophy

MAY 1, 2017

Most organizations realize Customer Experience is vital to their competitive differentiation. But they don’t do anything about it, at least not anything with real impact. My co-author Professor Ryan Hamilton and I shared seven imperatives for taking customer experience to the next level in The Intuitive Customer. Designed to help navigate the new thinking in the new world, the imperatives provide a starting point for developing a future customer experience.

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Customers Webinar Customer Experience Loyalty 133

ShepHyken

MAY 10, 2017

I recently checked into a hotel in Chicago. The front desk clerk was so enthusiastic. Upon checking me in she stated, “I’ve put you in the best available room.” I was only there for one night, so I thought she was upgrading me. To match her enthusiasm, I responded, “I bet that room has a view of the ocean and the beach!” Of course, there’s no ocean or beach in Chicago.

Hotels 112

Hotels Customer Service Training Reference Books 112

InMoment XI

MAY 9, 2017

Customer experience (CX) has been a part of business, well, since the beginning of time. It’s only been the last decade that an entire industry has boomed around it. There couldn’t be a more exciting time to be in the CX field. It’s recently come out of its infant stages and not only are we.

Leadership 150

Leadership Insights Article Customer Experience 150

Bill Quiseng

MAY 8, 2017

This week’s post is from Swiftpage CEO John Oechsle. He examines the evolution of how organizations connect with their customers and how smaller and midsized businesses are finding ways to compete for customers with larger players in their space through the 4 C’s of customer information. Swiftpage is the owner of Act! , the first to market customer relationship management software solution that pioneered the space 30 years ago and is still innovating today, so he has a bit of a uni

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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

Customer Bliss

MAY 11, 2017

I just hit Episode 50 of my customer experience podcast. It’s been so interesting to talk to CCOs and SVPs in different industries and get actionable customer experience examples from them. After 12 episodes (feels long ago), I did a recap post. I’m not going to recap Episodes 13-50 here (would be a lot for you to consume), but my favorite aspect of the podcast is when the guests get into tactics.

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Customer Experience Airlines Customers Leadership 131

Alida

MAY 5, 2017

Retail brands are investing billions of dollars to deliver more compelling experiences for their customers. This year alone, Target plans to invest $2 billion in new technology. Not to be outdone, Wal-Mart is on track to spend $1.1 billion in digital initiatives. Wal-Mart’s goal, according to CFO Charles Holley, is to build a better relationship with customers through “improved site experiences and apps but also [through] enhanced store experiences.”.

Retail 100

Retail E Commerce ROI Technology 100

Beyond Philosophy

MAY 8, 2017

Back in 2011, Boston College performed an interesting study involving everyone’s favorite energy drink, Red Bull, and the behavior it evoked in study participants. In brief, the study asked a number of participants to “drive” a car in a video game and they measured several factors, including speed, power, aggressive behavior and risk-taking. Interestingly, those driving the cars painted with a Red Bull logo consistently drove faster and more aggressively than other participants, apparently beca

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Brands Customer Experience Advertising 2011 141

ShepHyken

MAY 17, 2017

I recently had the good fortune to meet Frankie Saucier , the former director of social media customer service (also known as social care) for a major cable company. When the cable goes out, upset customers call, email, tweet, post on Facebook, etc. her cable company for two reasons. One, they want to express their complaint and anger. Two, they want to know when their cable TV will be fixed.

Customer Service 107

Customer Service Social Media Customer Service Training Customers 107

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

InMoment XI

MAY 2, 2017

Brands are all hyping customer experience and many are succeeding. Enough with the tired old pitch from consultants about things like: “Why 7 out of 10 strategy implementations fail” or: “The top 5 reasons why companies improve things customers don’t care about” (I wrote that one so I am throwing myself under the bus as. View Article.

Customer Experience 150

Customer Experience Consulting Article Customers 150

Customers That Stick

MAY 4, 2017

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Customer Service 129

Customer Service Customers 129

Customer Bliss

MAY 4, 2017

General Episode Overview. Tabitha Dunn is a perennial customer experience leader who developed her passion for this work on the fundamentals of process and quality at the master of the genre at the time, Xerox. She then advanced through a variety of vertical industries, each time honing her skills. In our conversation we discuss how specifically one goes about improving business to business customer experience.

Leadership 160

Leadership Customer Experience Net Promoter Score B2B 160

Joe Rawlinson

MAY 31, 2017

Vilfredo Federico Damaso Pareto coined the idea that 80 percent of results come from 20 percent of the action. The Pareto principle may date back to the 1800s, but it’s still relevant for the consumer marketplace today. Take a look at your most loyal customers. Forbes reports that most businesses find 20 percent of their most loyal customers actually make up 80 percent of their sales.

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Customer Retention Fashion Poor Customer Service 2016 98

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Omnichannel