Customer Bliss

MAY 31, 2018

In today’s episode, I speak with Antonio Susta , Head of Customer Experience and Customer Service at The Linde Group , a world leading supplier of industrial, processes and specialty gases. . Antonio has a lot of experience blending marketing and sales. As a marketer, he was a fan of B2B marketing for technical products, and spent almost 10 years with Air Liquide , where he became familiar working in a large B2B company in the gas and tech industry.

B2B 107

B2B Seminar Leadership Workshop 107

Experience Investigators by 360Connext

MAY 30, 2018

If you’re creating learning paths in any workplace, the goal is ultimately to be, well, better. To be better at serving customers, better at increasing efficiency, better at employee development, and hopefully, better at staying ahead of the competition. All of that is achievable with the options in learning paths today. But how often are we really taking advantage of it?

Connections 146

Connections Consulting Blog Innovation 146

Beyond Philosophy

JUNE 1, 2018

Can you tell me the average length of a rain poncho without Googling or asking Alexa? Don’t worry, few people can. Nonetheless, it is a critical piece of information when you want to buy a rain poncho and need to choose a size. Without it, however, you can still make a decision—and as customers we often do this—by simply substituting in another question and answering it.

Insurance 122

Insurance Blog Presentation Books 122

TechSee

MAY 29, 2018

Visual engagement and support are maturing as a technology, and are swiftly becoming key differentiators in many customer service organizations. With clear ROI demonstrated almost immediately upon implementation, C-level decision-makers and call center management have turned to visual engagement as an important stepping stone on their journey towards providing a digital customer-centric experience.

Contact Center 95

Contact Center Engagement Call Center Net Promoter Score 95

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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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ShepHyken

JUNE 1, 2018

This week we feature an article by Jason Grills who discusses the importance of integrating an effective customer support system and how to decide upon live chat software for your organization. – Shep Hyken. “Your most unhappy customers are your greatest source of learning” – Bill Gates , Microsoft Founder. Every business aims to delight their customers.

Blog 107

Blog Customer Satisfaction Sales Article 107

QuestionPro Audience

JUNE 1, 2018

In this digital age, every interaction between a consumer and brand matters. Due to social media, everyone has a voice, and can air their grievances to a huge audience, which may deter prospective customers, and turn away current customers. According to PwC’s Global Consumer Insights Report , 73% of all consumers point to customer experience as an important factor in their purchasing decisions, just behind price and product quality.

Customer Experience 83

Customer Experience Social Media Consumers Loyalty 83

transcosmos Information Systems

MAY 31, 2018

Some shoppers would visit a physical store to check the availability of the item, how it looks like, how much it costs, and to see if the item is something that the shopper would want to purchase right away. Then, there are those who rely heavily on online stores to check its availability or make the purchase readily. E-commerce greatly flourished over the last few years not only due to the vast improvements made with the Internet (i.e., the birth of Internet-of-Things), but also because of thos

E Commerce 83

E Commerce Omnichannel E-support Multi-Channel 83

ShepHyken

MAY 30, 2018

It’s morning and you’ve just had breakfast. What are you going to have for dinner? 49% of people in the U.S. do not know what they are going to have for dinner. That stat comes from David Portalatin’s address at the Art of Beef Summit, sponsored by Cargill. As he was addressing foodservice executives and salespeople, he emphasized that not knowing what’s for dinner, just hours before consumers are supposed to eat it, is a problem.

Transportation 97

Transportation Sports Customer Service Training Customers 97

Lumoa

MAY 29, 2018

Happy customers are a dream of any business owner. As the famous saying goes, “Satisfied customer is the best strategy of all.” But what happens next, after you identified who your happy customers are ? Even if you don’t actively cooperate with your happy customers, they will, on average, tell nine other people about their experiences with your company (according to American Express ).

Engagement 83

Engagement Travel Reference Hospitality 83

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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

Second to None

MAY 31, 2018

Information about your brand provided by customers can serve as a valuable resource for building a leading Customer Experience platform, and the way you utilize this data can have a major impact on the culture within your organization. Brands should strive to be as receptive to customer feedback as possible, collecting a trove of information that can then be converted into tangible changes to the way your team interacts with consumers.

Feedback 70

Feedback Net Promoter Score Voice of Customer Leadership 70

Oracle

JUNE 1, 2018

The evolution of technology wouldn’t be possible without businesses’ natural pursuit of competitive advantage via new ways of engaging customers. Virtual reality (VR) is undoubtedly one of the most promising technologies when it comes to delivering an exceptional customer experience. Getting the hang of this fascinating tech helps organizations significantly brighten their customers’ journey.

Customer Experience 75

Customer Experience Competitive Advantage 2021 Retail 75

ShepHyken

MAY 29, 2018

Create Your Own “Secret Ingredient” to Stand Out From Competition. How can you separate yourself from the competition? Shep Hyken is joined by Gigi Butler, the founder of Gigi’s Cupcakes , the largest cupcake franchise in the world, to discuss how she differentiated herself from the competition. ? ? >?. Top Takeaways: Branding is the experience a company offers, and to get people on board with a brand, a strong, passionate leader is necessary, along with a product people can connect with.

Books 85

Books Brands Connections Customer Service 85

Bold360

MAY 31, 2018

AI in customer service is becoming the norm. What used to be futuristic is now commonplace. A chatbot or some form of AI-powered search bar to help customers get from Point A to Point B on a website is almost expected. But making these self-service tools successful isn’t easy. Much like human intelligence, artificial intelligence is not without limitations.

Management 71

Management Article Feedback Engagement 71

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

CSM Magazine

JUNE 1, 2018

In industries where companies depend on customer service excellence, success is driven by the right people, processes, and a cultural commitment to customer satisfaction. . But in today’s empathy economy where customer expectations are higher than ever, companies need to leverage technology to enable and empower front-line agents in their customer service operation.

Customer Service 70

Customer Service Airlines Contact Center Average Handle Time 70

Oracle

MAY 30, 2018

Congratulations to the class of 2018! So, you’re interested in a career in marketing or customer experience? Great news – 69% of marketing leaders anticipate growing their teams this year (up from 44 percent from last year.) Take that, class of ’17! Here are some tips I’ve picked up along my own career spanning startup tech marketing, entrepreneurship, and consulting. 1.

Marketing 97

Marketing 2018 Culture Presentation 97

ShepHyken

MAY 28, 2018

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. The Customer Journey Begins – and Sometimes Ends – With Your Employees by Katherine Evans . (CMSWire) Today’s customers don’t just expect high quality and excellent service at a fair price — they demand it.

2018 78

2018 Article Customer Service Loyalty Programs 78

CX Advantage Walker

MAY 31, 2018

We all know that CX is so much more than deploying a customer satisfaction survey. However, many times an organization’s journey to launch CX starts with just that. What we chose to measure is typically based on who has requested – or insisted – there needs to be a survey. Maybe it’s your support organization, Continue reading. The post Who Is Your CX Architect?

Customer Satisfaction 86

Customer Satisfaction Measurement Roadmap Customers 86

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

Influitive

MAY 30, 2018

The rules of the game have changed—having the best software is no longer enough. Instead, delighting customers throughout their buying journey is the only way to meaningfully engage and retain them in today’s marketplace. A recent study by Walker predicts that “by 2020, customer experience will overtake price and product as the key brand differentiator.”.

Customer Journey 63

Customer Journey 2020 Customers Engagement 63

Strativity

MAY 30, 2018

The stock market hasn’t been this volatile since the 2008-2009 Financial Crisis. Risks of a trade war, higher oil prices, rising interest rates, and other geopolitical factors have all had an effect. The S&P 500 has moved by at least 1% approximately 40% of the time so far this year. Annualized, this is the most movement of such magnitude since 2009.

2009 58

2009 Customer Experience Marketing 2018 58

NICE inContact

MAY 29, 2018

We are moving from a service economy to an experience economy. Today’s customers are not just looking to get the right service at the right time at the right channel. They are looking for an experience that is immersive, engaging and proactive. We are already seeing companies leverage customer experience (CX) as the key tool to win the experience economy, far beyond price and product.

Contact Center 56

Contact Center Customer Experience Webinar Customers 56

Amity

MAY 31, 2018

The onboarding journey doesn’t merely stop once you’ve introduced your customer to your product. The challenge now lies in transforming your customers into power-users and brand ambassadors. Below are 3 strategies to jump right out of onboarding, straight into adoption and nurture. Drive Adoption Through Feature Discovery. Sure, your system might be relatively easy to navigate.

Social Media 80

Social Media Communication Customers Engagement 80

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The annual Cognition virtual conference is back on October 16, and this year it’s FREE! You’ll enjoy: Inspiring Keynotes from top learning industry leaders, providing fresh perspectives to help you outperform the competition. Hands-on, Skill-Building Sessions to elevate your growth, retention, and product adoption strategies. Exclusive First Look at the latest innovations from Thought Industries, empowering you with tools to grow faster.

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Eptica

MAY 30, 2018

Date: Wednesday, May 30, 2018 Author: Olivier Njamfa The importance of customer experience in a winner takes all world. Published on: May 30, 2018. Author: Olivier Njamfa Trends such as digitalization, the rise of the experience economy and globalization are impacting every market. Network effects and the internet mean that businesses can now operate at greater scale, serving more consumers in more countries than ever before.

Customer Experience 50

Customer Experience 2018 Chief Customer Officer Customer Journey Mapping 50

Myra Golden

JUNE 1, 2018

In this video, taken from my online customer service training suite, I answer the questions I’m asked most often about what’s appropriate for business texting. We’ll look at everything from grammar in text, to emojis, to what to do if you get a prank text. Watch the short video, and use it in your own customer service training. Was This Helpful? I’m asking you because my newsletter offers ideas like this all the time.

Customer Service Training 58

Customer Service Training Customers Customer Service Customer Experience Design 58

Answer Dash

MAY 27, 2018

(This article was first published on Forbes ) In our modern world, customer experience is key. In fact, customers are willing to pay up to 16% more for a better customer experience. More than price or product quality, experience will soon be the biggest differentiator for getting customers, even in the B2B space. A shifting landscape means B2B buyers now have the power.

B2B 58

B2B Customer Experience Competitive Advantage Customer Centricity 58

UJET

MAY 31, 2018

Historically, Customer Support has been undervalued. It's been considered a cost to companies rather than a driver of revenue, like Sales or Marketing. After all, it's easy to measure the value of a sale or a lead. It's harder to understand the impact of a successful support experience. The result: customer support has been, in a way, neglected.

Sales 74

Sales Measurement Customers Marketing 74

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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.

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