Beyond Philosophy
MAY 31, 2019
I enjoy fishing. When I need a new lure, I go to Discount Tackle on First Street in Bradenton, Florida. When I go in, we have a chat and a laugh. However, my great experience is not why I return and drive past six or seven other bait and tackle shops to get to it. Economists say the reason I go back to Discount Tackle is that I remember it was a great experience.
Customer Bliss
MAY 31, 2019
“Start by being humble and you will inspire your team to be humble,” says Denis Drossart , global vice president of Culture & Experience at Selina , about leadership behaviors enforced within this lifestyle, travel and hospitality brand. Selina is a startup platform that connects people to local places and activities for purpose-filled experiences.
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CX Accelerator
MAY 28, 2019
There is no place in the world I’d rather work than in Customer Service. That being said.it’s very, well, hard. There are days when it seems like every problem across the business rolls directly downhill to us. On a good day, we are working to resolve customer inquiries as quickly and effectively as we can. On a bad day, we are just trying to survive!
ShepHyken
MAY 28, 2019
Creating a Friction-Aware Culture. Changing Friction to Deliver a Better Customer Experience. Shep Hyken interviews Roger Dooley. They discuss his new book, Friction: The Untapped Force That Can Be Your Most Powerful Advantage , and how it applies to the customer experience. The Interview with Roger Dooley: Friction is “any unnecessary expenditure of effort to accomplish a task.
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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.
Beyond Philosophy
MAY 31, 2019
Uncertainty influences a lot of our customer behavior. We buy products to reduce the risk in our lives, like insurance. Insurance buys us peace of mind if something bad happens to us or our property. We also buy lottery tickets because, well, someone has to win, right? The fact is we are not fantastic and predicting the likelihood of unlikely events in our lives.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Joe Rawlinson
MAY 29, 2019
E-commerce is the fastest growing retail channel and is expected to become surpass grocery retail by 2022. Shopping habits have changed drastically over the past decade, and today, people are comfortable buying almost anything online because of just how convenient, affordable, and safe it has become. But while there are certainly plenty of opportunities for those that want to start an e-commerce business, success isn’t a given.
ShepHyken
MAY 31, 2019
This week we feature an article by Abdul Babar who explains why your customer experience strategy must be a priority for any customer-facing organization. If we were to inquire as to the last time you had an exceptional experience as a customer it wouldn’t likely take you long to describe the lasting impression made upon you by a brand and how pleased you were with the outcome.
Beyond Philosophy
MAY 31, 2019
Why Are We Scared of New Technology? We have some exciting new technology for CX. Facial recognition technology and facial expression analysis yield some new and exciting data about how customers feel during a Customer Experience. The only problem is that many people find it creepy. This episode of The Intuitive Customer asks the question Why Are We Scared of New Technology?
Oracle
MAY 29, 2019
Consider this customer experience scenario: It all started when I called for a take-out dinner order, and the hostess told me she was too busy to ask the kitchen if there was an ingredient I was allergic to in the meal I wanted to order. I should’ve stopped the transaction there, but because I was in a rush, I ordered meals for my family, figuring I’d grab myself a bowl of cereal at home, and went to pick up their food.
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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.
TechSee
MAY 28, 2019
Call deflection is the process of routing a customer enquiry to an alternative service channel. The goal is both to ensure customers receive the answers they are seeking in the most efficient manner and to reduce the number of inbound calls routed to human agents. For that reason, successful call deflection strategies allow enquiries to be deflected to self-service channels such as FAQs, live chat, community forums, knowledge center databases and virtual agents.
ShepHyken
MAY 27, 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. Amazon Bringing One-Day Shipping To Prime Shows The Real Battle For Customers by Daniel Newman. (Forbes) With a $800-million-dollar investment in technology, fulfillment and logistics, Amazon one-day shipping is now standard for Prime members, the race for customer lo
Avaya
MAY 28, 2019
Brands are built on experiences, and great experiences lead to great outcomes. But what does a great customer experience actually look like? Answering this question is key for businesses to competitively differentiate, transform customer relationships, and accelerate revenue generation. A glance at the current business landscape will have you believe that certain verticals are dying (ex: retail, driven by the rapid expansion of Amazon).
ProProfs Chat
MAY 30, 2019
Customer success is not just an alternative buzzword for customer service. Rather it indicates that your business is fulfilling the key objective of delivering excellent customer support. Your brand should be able to engage your customers and help them throughout their journey of buying a product or service. Your customers should not feel the need to move away to your competitor because they found your customer care operators to be inefficient or your support mechanism to be weak.
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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Strativity
MAY 29, 2019
Strativity was among the select companies qualified by Forrester Research to participate in its latest Forrester Wave evaluation, The Forrester Wave : CX Consulting Practices: Experience Strategy And Business Transformation, Q2 2019. In the evaluation, Strativity was cited as a Strong Performer among the “nine providers that matter most” in the CX consulting market.
ShepHyken
MAY 29, 2019
The sun always rises tomorrow! The other day my friend and one of our avid Shepard Letter readers, Doug Schukar, shared this quote he heard over and over from his father growing up. I knew Doug’s father, the late and great Buzzie Schukar, a larger-than-life man who loved life and always had good advice. “The sun always rises tomorrow” is exactly the kind of advice Buzzie would espouse to his son – and his friends.
Magellan Solutions
MAY 28, 2019
“Outsourcing is inevitable, and I do not think it’s necessarily treating people like things.”. This quote came from the American educator, author, businessman, and keynote speaker Stephen Covey. Business process outsourcing, or simply called as BPO, is a term deemed outlandish, absurd, and even crazy a decade or two ago. Nobody back then will believe that BPOs can generally help businesses grow and become successful.
Heart of the Customer
MAY 31, 2019
I was recently in a call, and an executive new to her company’s journey mapping initiative asked, “Exactly what does this $150k I’m spending on a journey map buy us?” Luckily, our client had a ready answer, but that’s not always the case. CCW put together this nice overview of the ways journey mapping helps […]. The post What Does Journey Mapping Do for You?
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.
Hello Customer
MAY 28, 2019
The world constantly changes, as the saying goes ‘change is the only constant’. What does this mean for businesses? It means constantly evolving, and keeping an eye on the future, especially on consumer trends. You have to be one step ahead at all times. This can be a difficult task, since the critical driver of change is your relationship with your customers.
Talkdesk
MAY 28, 2019
Improving the Call Center Outsourcing Customer Experience Looking back a decade or so ago, I was a customer service manager at a small SaaS (software as a service) company feeling my way through the contact center. For various reasons we signed on with an outsourcer to help grow our team and that’s where some significant growth for both me individually and the company I worked for began to take place.
ProProfs Chat
MAY 31, 2019
Loyalty goes a long way in defining and building relationships between people. Be it our personal relationships or even the relationship we have with the customers. For a business organization, having a loyal customer base is essential for success. Why? Because: Keeping an existing customer costs up to five times less than winning a new one. Increasing customer retention by just 5% boosts your profits by 25-95%. 20% of customers are typically responsible for 80% of a company’s revenue. # How to
Totango
MAY 29, 2019
When consumers decide which brand of product to purchase, they pick the one they have the strongest relationship with. As such, it’s critical that customer success teams emphasize the use of regular customer engagements to keep the customer relationship strong. Setting the right customer engagement objectives and taking the necessary action to meet these goals will help your enterprise become more customer-centered, prevent churn , and boost retention rates.
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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.
UJET
MAY 29, 2019
When was the last time you were happy with customer service? You visit the company website and search the “Contact Us” page which offers little to no actual helpful information. You find a phone number and call, only to sit through countless automated options attempting to identify your problem.
Ecrion
MAY 29, 2019
In the realm of insurance, satisfaction equals sales. Take the automobile sector, for example. Research shows that U.S. auto insurers that provide a best-in-class customer experience generate two to four times 1 the new business growth of their counterparts. They also enjoy 30% more profitability. The impetus behind this growth? The same research shows that satisfied insurance customers are 80% more likely to renew their policies than ones who are put out with their carriers.
Call Experts
MAY 30, 2019
Employee engagement is the passionate communication and management of operational goals and company mission. Participation is the focus of many employee engagement models. In practice, it may appear like a complicated process to manage and optimize employee engagement. Here we are going to talk about top employee engagement trends that can help lead your business.
NetBase
MAY 28, 2019
Retail consumers are a fickle lot. Capturing their loyalty does not mean they’ll stay with you tomorrow – but you can hedge your bets with the seven CX secrets social analytics reveal about them! Stay Loyal to Your Base. Ever see a sale that’s targeted toward new customers? While it’s important to capture new customers, the real prize is when you can retain existing ones, and keeping tabs on customer satisfaction via popular online conversation and associated hashtags is key to mastering this ta
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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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