CloudCherry
SEPTEMBER 11, 2019
Do unto others…. It’s sweet and simple, but not always applied. Treat others the way you’d like to be treated. In this week’s ‘Sweets of CX’ Podcast , it’s all about the Employee Experience and the direct correlation it has with Customer Experience. And, who better to enlighten us on the topic than Annette Franz – Author, Speaker, Founder/CEO of CX Journey Inc., and this week’s honored guest.
Beyond Philosophy
SEPTEMBER 10, 2019
Customer Satisfaction is Declining in the UK! A new report by the Institute of Customer Service indicates that Customer Satisfaction is declining in the UK. Earlier this year reports from both Nunwood and Forrester, two firms entrenched in the Customer Experience movement, presented similar sentiments. All of this disappointing news about the state of Customer Experience makes one wonder what is going on in business today?
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Customer Bliss
SEPTEMBER 12, 2019
Earlier this year, Forrester released its report, The US Customer Experience Index, 2019. Forrester Chief Research Officer Carrie Johnson said , of these findings, “How an experience makes customers feel has a bigger influence on their brand loyalty than any other factor.” And yet, this report found that while 14% of brand scores rose, 5% of scores declined and an incredible 81% stagnated.
BlueOcean
SEPTEMBER 11, 2019
The RFP is the friend you love to hate. The necessary evil. The document that will make or break your decision of which new outsourcer to partner-up with. Listen to the audio or read the article. A generic vendor RFP template may promise to make things easy, but when you’re about to hand over your customer interactions to an outsourced contact center, generic will only make things more difficult.
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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.
CloudCherry
SEPTEMBER 9, 2019
It’s ALL about keeping promises with CX. And, on this week’s ‘ Sweets of CX’Podcast , Eric Ullman – Customer and Employee Experience Strategist and owner of CX Alchemy – offers some delectable advice on the subject. From starting with a brand’s slogan and setting expectations to LISTENING to (what a concept) and ACTING on (now we’re talking) customer feedback, Eric stresses the importance of alignment – from top to bottom.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
TechSee
SEPTEMBER 10, 2019
More companies than ever are tapping into the power of AI customer service technologies to enhance efficiency and positively impact the lives of consumers, and with good reason. Research indicates that by implementing AI in their customer-facing operations, companies can expect to save approximately 30 billion customer service hours and realize $8B in savings thanks to customer self service.
Experience Investigators by 360Connext
SEPTEMBER 10, 2019
Ever hear of a “stop doing” list? “Stop doing” lists have become especially popular in recent years. If you’re not familiar, the concept is simple: We all have things on our To-Do list that we really ought to be delegating, ignoring, or ceasing to work on. . Thinking in these terms, here’s a quick list for 3 things to add to your stop doing list.
Heart of the Customer
SEPTEMBER 9, 2019
I’m partway through a European holiday with my wife, celebrating 25 years of marriage. Okay, actually 26, but that’s a different story. When a friend heard we were flying Ryan Air, she told me, “Uh oh. Pay attention to the experience you receive.” Interested, I did pay attention. And I realized that Ryan Air probably […]. The post Why Spirit Airlines’ and Ryan Air’s Customer Experience is Better than Yours appeared first on Heart of the Customer.
Beyond Philosophy
SEPTEMBER 13, 2019
I’ve got a hypothetical question for you. On a scale of one to ten, how likely is it I am a male model? . Now before you destroy my self-esteem with your answer, I have a follow-up question. How did you come to that determination? . The answer to that question is the subject of this post and a recent podcast , and it involves the Representative Heuristic.
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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.
ShepHyken
SEPTEMBER 13, 2019
This week we feature an article by Hamzah Tariq who shares seven ways to improve the overall live chat experience for your customers. Businesses constantly try to improve the customer experience they deliver through new approaches, tools and strategies. . One of the most successful ways to enhance the customer experience is through live chat. However, there’s always room for improvement in how customers are engaged via chat. .
UJET
SEPTEMBER 10, 2019
Mobile devices have changed consumer’s daily habits. Millennials spend an average of 5.7 hours on mobile devices with Generation Z averaging 11 hours according to ZDNet. Mobile devices are used for media consumption, communication, and entertainment. With mobile becoming the centerpiece, it makes sense that customer support has adopted available channels and continues to modernize customer expectations.
Daniel Group
SEPTEMBER 13, 2019
From time to time, even the best companies fail to deliver a great customer experience. Business is a human pursuit and mistakes are inevitable. So, when bad experiences happen businesses shouldn’t be surprised; they should be ready to make things right. The return on recovery is compelling. Negative customer experiences can lead to attrition and lost revenue in the short term, as well as longer lasting reputation impacts from negative word-of-mouth.
Beyond Philosophy
SEPTEMBER 13, 2019
Is Any Attention Good Attention? I like Oscar Wilde. His best quote is, “There is only one thing in life worse than being talked about, and that is not being talked about.” Of course, there are times when people are talking so bad, one might wonder if it is worse than being ignored. This episode of The Intuitive Customer explores if there are times when the bad press can be good news for your brand.
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!
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ShepHyken
SEPTEMBER 10, 2019
Love in Business. Doing What You Love in the Service of Customers Who Love What You Do. Shep Hyken interviews Steve Farber. They discuss how to implement love into every aspect of your business to drive customer success. The Interview with Steve Farber: Even if you love what you do, there will still be days that feel like work. You must do the necessary things you dislike in order to be able to do the things you love in your business.
Ann Michaels and Associates
SEPTEMBER 9, 2019
It takes a mere second and can actually make someone’s day. Smiling is probably the most underrated gesture we can bestow upon one another. Think about how many people you interact with during the day. Or maybe people you just walk by. How easy would it be just to smile at them? You never know what kind of day someone is having so why not try to make it just a little better.
Customers That Stick
SEPTEMBER 13, 2019
In this One Win Book Review, we take a look at How the Mighty Fall: And Why Some Companies Never Give In by Jim Collins. Check out the video below to hear Adam’s one win that you can take away from How the Mighty Fall to improve your organization’s customer experience and customer service. About How the Mighty Fall: And Why Some Companies Never Give In.
Totango
SEPTEMBER 10, 2019
To succeed as a subscription or recurring revenue enterprise, you need to adopt a customer-centered approach. Instead of focusing just on the acquisition of new business, you have to prioritize retaining and nurturing existing customers. This is because the digital transformation of business has greatly increased customer fluidity and lowered the revenue value of the first purchase.
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.
ShepHyken
SEPTEMBER 9, 2019
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. When Loyalty Rewards Expire, So Does A Customer’s Loyalty by Dan Gingiss. (Forbes) Rewards programs can be lucrative for loyal customers, but when companies add lots of rules and restrictions to a loyalty program, it can actually have the opposite effect.
One Millimeter Mindset
SEPTEMBER 11, 2019
Have you seen a list of professionally relevant acronyms on a business card take up more space than the individual’s name? I know I have. Or, how about during a PowerPoint presentation? Where the first slide includes at least 20 professional acronyms after the presenter’s name. And, the next three slides include the individual’s complete professional resume?
Talkdesk
SEPTEMBER 11, 2019
The past few years has ushered in the “modernize movement” within the contact center industry. Companies are recognizing the need to upgrade their systems, but often create a new problem while fixing an old one. How do companies modernize without over-complicating their contact centers? The answer is artificial intelligence (AI) , which is an answer dripping with irony: fixing a new problem – created by trying to bring a contact center into the 21st century – with a futuristic solut
Totango
SEPTEMBER 12, 2019
If you want to make your business customer-centered , you’re going to need customer data. Without it, you can’t keep track of your customers’ needs, business goals, and challenges. When you gather and analyze customer data, you can uncover customer journey insights that will allow you to take action to deliver a more personalized customer experience.
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ShepHyken
SEPTEMBER 11, 2019
In the realm of business—and especially customer service—we often talk about how to differentiate yourself from your competition. It’s those companies that manage to stand out from the crowd that end up being successful. When I work with companies, I urge them to find what makes them unique and use it as a competitive advantage. It’s always a treat when I meet people who not only agree with my philosophies but take them a step further.
One Millimeter Mindset
SEPTEMBER 9, 2019
When you think about your professional advancement roadmap, storytelling probably is the last component on the list. After all, our perception of professional development reinforces a linear, straight-line from where we are today, to where we will be tomorrow and in the future. Yet, our own experiences getting even from Point A to Point B often are anything but linear.
Interactions
SEPTEMBER 12, 2019
The customer is always right. This saying has been around for quite some time, and for a good reason. It’s synonymous with the delivery of impeccable customer service, which has been proven to make loyal customers and increase revenue. But if customers are always right, why are we making them conform to our ways of doing things, instead of putting the control in their hands?
PeopleMetrics
SEPTEMBER 12, 2019
Understanding the various touchpoints (e.g., in person, digital) you have with your customers is key to delivering a memorable customer experience. Once you’ve mapped out your touchpoints, it’s often helpful to group them into channels. That’s the focus of this blog post. The most common channels. There are five channels that we see often at PeopleMetrics: websites, mobile app, contact center, in location, and field services (in the home): Websites: refers to customers visiting websites to gathe
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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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