Experience Investigators by 360Connext

NOVEMBER 16, 2018

It’s that time of year. We’re all making predictions and tracking trends in customer experience. What will happen in 2019? Which trends will matter? Which will fade away? One thing we predict will not change for a long time is the need to reduce customer effort. CCW’s latest report, 2019 Trends , highlighted many great trends, but one of them really caught my eye: “Reducing customer effort is the #1 CX Priority in 2018, and organizations believe customer feedback, agent training and digital enga

2019 236

2019 Contact Center Customer Journey 2018 236

Alida

NOVEMBER 14, 2018

We can all agree customers are critical to a brand’s profitability. Without them, there would be no brand. No business. No profits. You know they’re important. You know you should put them first. Yet, in a highly competitive retail environment, it’s also so easy to focus primarily on product development. Creating the best, most sought-after products consumers want is often front and center.

Brands 227

Brands Customer Centricity Retail Poor Customer Service 227

CloudCherry

NOVEMBER 13, 2018

A CEM platform is nothing without a little help from its friends. And we at CloudCherry say this as a full-featured CEM platform ourselves. We’ve invested a ton of time and energy into building the easiest, quickest integrations with the tools our clients already rely on. And here’s why. Businesses collect and store a lot of customer data during normal operations, but it’s stored across multiple teams, systems, and servers.

CEM 170

CEM ROI Metrics 2018 170

Customer Bliss

NOVEMBER 13, 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?

Chief Customer Officer 174

Chief Customer Officer Books 2018 Customer Journey 174

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Experience Investigators by 360Connext

NOVEMBER 16, 2018

It’s that time of year. We’re all making predictions and tracking trends in customer experience. What will happen in 2019? Which trends will matter? Which will fade away? One thing we predict will not change for a long time is the need to reduce customer effort. CCW’s latest report, 2019 Trends , highlighted many great trends, but one of them really caught my eye: “Reducing customer effort is the #1 CX Priority in 2018, and organizations believe customer feedback, agent training and digital enga

2019 110

2019 Contact Center Customer Journey 2018 110

Customer Guru

NOVEMBER 13, 2018

What is customer loyalty? Customer loyalty is when a customer chooses a particular brand over the other similar providers in the market. This is so because he believes that the product and the experience have added value to him. He believes that the experience that he has had in dealing with this brand cannot be replicated by others. Such customers act as evangelists, encouraging their friends and folks to purchase from the same brand.

Loyalty 117

Loyalty Net Promoter Score Reference Metrics 117

ShepHyken

NOVEMBER 14, 2018

As most of you (hopefully know), my latest book, The Convenience Revolution , is all about making the customer experience as frictionless as possible. In the book, there are six Convenience Principles with plenty of examples, and many of our followers have read my articles and watched my videos on these powerful concepts. The other day I was interviewed and asked, “How does one get started?”.

Touchpoint 119

Touchpoint Books Customer Service Training Customer Service 119

Customer Bliss

NOVEMBER 15, 2018

As CX leaders and in our own lives, we’ve seen that sometimes, finance companies can be a little late to the customer experience train, so I think you’ll enjoy today’s conversation, as I speak to Samantha Paxson , Executive Vice President and Chief Experience Officer for Co-op Financial Services. Samantha shares how she’s used her communications and marketing background to unite leadership across silos within her organization to provide a more efficient and unified customer e

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

Beyond Philosophy

NOVEMBER 15, 2018

I just bought a new Mont Blanc pen. I like writing with it. I have a couple more, too; one is a pencil, and the other is a rollerball-type. However, the reality is, I sometimes look at my fancy pen and think, “It’s writing; I could write this stuff with a Bic or a regular pencil.”. It occurs to me that what I am really saying to people when writing with my swanky pen is that I am the type of bloke that can afford an expensive pen.

Social Media 148

Social Media Fashion Customers Brands 148

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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

Heart of the Customer

NOVEMBER 16, 2018

This is ironic. Journey mapping is a fantastic tool to break down silos by creating a shared view of the customer experience. Except when it isn’t. The post Journey mapping is still happening in silos. appeared first on Heart of the Customer.

Customer Experience 104

Customer Experience Customer Journey Mapping Workshop Customer Journey 104

TechSee

NOVEMBER 13, 2018

Customer Service centers have placed high hopes on chatbots, investing large sums in the technology’s automated ability to help customers help themselves. However, when the chatbot’s ability to interpret the customer’s phrases, nuances and complex reality is compromised, this limits the chatbot’s ability to help the customer solve the problem. With the growing demand for an excellent customer experience, customer service centers need innovative solutions to help their chatbots perform better in

Virtual Agent 84

Virtual Agent Contact Center Download Innovation 84

Experience Matters

NOVEMBER 16, 2018

Well, this has been a crazy month. In case you missed it, Temkin Group was acquired by Qualtrics. We weren’t able to discuss it too much, because Qualtrics was in a pre-IPO quiet period. And then SAP acquired Qualtrics. Can you say Pac-Man?!?! A month ago, I would have provided my independent analysis of these acquisitions. I can’t do that anymore, I’m now biased.

Engagement 104

Engagement Customer Experience Management Customers 104

ShepHyken

NOVEMBER 13, 2018

Back to Human. How Great Leaders Create Connection In The Age of Isolation. Shep Hyken sits down with Dan Schawbel to discuss how to use technology as a bridge to a strong customer and employee connection. Top Takeaways: We are addicted and reliant on technology, so much that it gets in the way of building real human connections. Human connections matter.

Connections 97

Connections Events Presentation Technology 97

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

Heart of the Customer

NOVEMBER 14, 2018

What is journey mapping? That may seem like a strange question from a blogger whose title is “Mapper-In-Chief,” but there’s so much confusion on the topic that it’s a question that needs to be asked. This confusion is fueled by vendors who offer “journey mapping workshops.” This is a half- or full-day workshop where you […]. The post Too many see journey mapping as an employee workshop. appeared first on Heart of the Customer.

Workshop 99

Workshop Customer Journey Mapping Customer Journey Customer Voice 99

Upstream Works

NOVEMBER 13, 2018

When it comes to evaluating the Customer Experience (CX), the contact center is in the unique position of being able to accurately represent what a customer actually did and the service they received. It’s not an opinion poll; rather it is hard data on measurable criteria: how long did they wait? how many times were they transferred? how many interactions have they had with agents this week?

Customer Journey 87

Customer Journey Contact Center Omnichannel Customer Centricity 87

NICE inContact

NOVEMBER 13, 2018

There is a commodity that you can’t see or touch, but it is very valuable. Everyone gets the same amount of it each day and can spend it as they choose. What is it? Time. Customers value their time, and if you can find a way to respect that – in effect, using less of it so they have more to spend in other ways – they will appreciate you and most likely reward you with repeat business.

Hotels 81

Hotels Books Customers Customer Confidence 81

ShepHyken

NOVEMBER 16, 2018

This week we feature an article by Jim Iyoob who talks about how and why technology has changed consumer behavior and how you need to reinvent strategies to keep up with consumers. – Shep Hyken. As we all know, nowadays, consumer behavior is prejudiced by various aspects. With technological advancements, the market has seen a tremendous shift in consumer behavior.

Consumers 101

Consumers Technology Blog Chief Customer Officer 101

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

Heart of the Customer

NOVEMBER 12, 2018

Journey mapping is now the go-to customer experience tool, and has been discussed in Forbes, the Harvard Business Journal, and countless other journals. The post Journey mapping has become a must-have approach to customer experience appeared first on Heart of the Customer.

Customer Experience 84

Customer Experience Customers Customer Journey Mapping Customer Journey 84

One Millimeter Mindset

NOVEMBER 12, 2018

We instinctively know that collaborative storytelling is profitable. Except, we don’t have time to discover valuable client stories. Or, tell these stories, compellingly, while acquiring or retaining customers. Consider the impact of our not having time to capture these stories on productivity, profitability and customer retention? Collaborative storytelling becomes profitable storytelling.

Workshop 75

Workshop Customer Retention Events Culture 75

Beyond Philosophy

NOVEMBER 16, 2018

What are the best statistics to help you prove ROI for your customer experience program? These are the best statistics that will help you create ROI. Colin reveals how you can download his ebook ‘Unlocking the Hidden Customer Experience’ for free! The post Key stats to prove your ROI – It’s About The ROI Stupid! appeared first on.

ROI 99

ROI Download Customer Experience Customers 99

ShepHyken

NOVEMBER 12, 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. 7-Eleven is testing new ‘scan-and-go’ technology by Ilyse Liffreing. (Digiday) 7-Eleven is making more moves to go cashierless — or at least give customers the option to.

2018 95

2018 Article Customer Service 2019 95

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Heart of the Customer

NOVEMBER 13, 2018

Most journey mapping projects fail to drive change. One leading success factor is selecting the right journey to map, and it’s the first place that problems occur. The post We still have challenges navigating trade-offs when deciding what to map. appeared first on Heart of the Customer.

Customer Journey Mapping 79

Customer Journey Mapping Customer Journey Customer Centricity Customers 79

ijgolding

NOVEMBER 13, 2018

In the ‘Customers 2020 Progress Report’ ( Walker ), it is predicted that Customer Experience (CX) will surpass price and product as the key differentiator by the year 2020. Right now, CX and Voice of the Customer (VoC) are considered to be the two most important areas of improvement if a business wants to remain competitive. For a B2B company, the ability to retain clients can be the difference between success and failure.

B2B 74

B2B B2C Automotive 2020 74

RapportBoost

NOVEMBER 15, 2018

By Tony Medrano and Scott Moberly. At Customer Contact Week in Austin last month, we noticed how the discussions surrounding chat training and onboarding stood out far more than in previous conferences. Good reasons exist for this. . Research tells us that 92 percent of customers have a positive experience using Live Chat compared to other forms of contact.

White Paper 71

White Paper Call Center Telecommunications Omnichannel 71

One Millimeter Mindset

NOVEMBER 15, 2018

At the end of each business day, our clients do not care about our job titles. And neither should we. First, our clients do not know what our job titles “mean.” How many times have we sat in a meeting or conference with colleagues who also carry the same job title that we do? The same job title in different organizations carries a different weight to it.

Customer Retention 70

Customer Retention User Experience Consulting Sales 70

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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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