CloudCherry
MARCH 12, 2018
Believe it or not, companies aren’t doing a great job at Customer Experience. Forrester’s 2017 CX Index for UK companies has revealed that customer experience quality has declined for most companies and verticals. The report even goes on to state that customers’ expectations will outpace companies’ ability to evolve and adapt.
Experience Investigators by 360Connext
MARCH 12, 2018
Once upon a time, there was a leader. Maybe she looked like you and had your role. Or maybe he was the CEO. That leader had an epiphany about customer-centric culture. If we focus on customers, we will be a better organization. We will create happier employees who care deeply about those we serve. We will have legions of fans. Our revenue will increase.
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Customer Bliss
MARCH 15, 2018
I’m so excited to say that the podcast is nearing its 100th episode! I’ve had the pleasure of interviewing customer experience leaders and industry trailblazers who’ve greatly contributed to the field. From detailing customer journey mapping, to assessing the work to be done in their first few months on the job, there’s so much I’ve learned from my guests.
InMoment XI
MARCH 16, 2018
Regardless of the industry you operate in, or size and maturity of your business, organizations across the board are being forced to adapt to rapidly changing digital technologies. Perhaps one of the most striking and important aspects of digital transformation revolves around how organizations engage and interact with their customers. Today, most customer journeys include.
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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
MARCH 12, 2018
Believe it or not, companies aren’t doing a great job at Customer Experience. Forrester’s 2017 CX Index for UK companies has revealed that customer experience quality has declined for most companies and verticals. The report even goes on to state that customers’ expectations will outpace companies’ ability to evolve and adapt.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Customer Bliss
MARCH 16, 2018
More organizations are adding the chief customer officer role to their C-Suite, and being responsible for bringing on this new high-level executive is no easy feat. To start, it’s a role that not all CEOs have figured out how to incorporate into the business. On top of that, the purpose of the CCO is to be a change agent within the organization, which inevitably stimulates more engagement from the C-Suite and team leaders.
InMoment XI
MARCH 16, 2018
Regardless of the industry you operate in, or size and maturity of your business, organizations across the board are being forced to adapt to rapidly changing digital technologies. Perhaps one of the most striking and important aspects of digital transformation revolves around how organizations engage and interact with their customers. Today, most customer journeys include.
C3Centricity
MARCH 15, 2018
Did the title about data make you curious? Great! Of course, in today’s data-rich environment I’m not really suggesting that you actually ignore it! However, in working with clients around the world and in numerous industries, I have found that many are lost by the wealth of information that is available to them. In fact it seems to drown out their reasoning of what to do and they remain frozen in indecision.
Beyond Philosophy
MARCH 16, 2018
You know that old saying about what you make of you and me when you assume something? Well, it turns out, that economists made quite an assumption for years: that people were entirely rational in their decision making. However, they were wrong and we know they were because of the scientific method. Best of all, the truth is fairly simple and makes a lot of sense.
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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.
ProProfs Chat
MARCH 15, 2018
It’s no secret that businesses put a lot of effort into finding new customers. However, putting effort towards returning customers can turn out to be more beneficial. In fact, studies show that repeat customers tend to spend more money than new customers. On top of that, they’re likely to refer your business to their friends. But attracting new customers to your business becomes an expensive method in comparison to retaining existing customers.
Joe Rawlinson
MARCH 14, 2018
You probably already know how important the voice of the customer is for your business, but are you placing equal importance on finding the time to read them? Reading your reviews can do wonders for your business, and in this post, you’ll learn why. Here are three critical reasons to be reading your customer reviews. 1. You’ll Gain Invaluable Insight.
TechSee
MARCH 13, 2018
Artificial Intelligence was the talk of 2017. The hype was generated by successive breakthroughs in multiple industries, such as self-driving cars, smart assistants, etc., as well as a PR blitz by some of the leading technology enterprises. The customer service industry, in particular, pinned high hopes on AI, expecting that upon its introduction to the market, smart machines would truly transform the customer experience.
Kayako
MARCH 14, 2018
In all the best practices and how-to’s, it’s easy for a small business to get lost with applying every customer service tip. You don’t have the budget of Amazon or the resources of Nordstrom. Forget a 50-person department dedicated to customer support – you don’t even have fifty employees, period. Does that mean tiny businesses don’t have what it takes to provide amazing customer support?
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
MARCH 14, 2018
You have a problem. You call the phone number listed on the company’s website. You wait on hold for what seems much longer than the ten minutes they said you would be holding. You finally get to a customer service rep. You tell your story and the customer service rep responds, “I’m sorry, that’s not my department.” Then you’re transferred to someone else and the “game” of holding and telling your story starts all over again.
transcosmos Information Systems
MARCH 14, 2018
Customer service has transformed dramatically over the years. In the past decades, technology was at its most basic form, and companies had to deal with limited resources. Fast forward to today, we find ourselves in an era that’s marked by the use of automation and other advanced tools in delivering customer service support. Indeed, customer service has been through remarkable changes, but it also makes you wonder – is everything new automatically good for customer service?
Customer Guru
MARCH 15, 2018
At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves.
Second to None
MARCH 15, 2018
While brands are always attempting to capture an accurate understanding of how customers perceive their products and services , some of the most relevant data for improvement can be collected via internal survey programs. Employees can help unlock answers to vital issues facing organizations in any industry, because they are the ones on the frontline experiencing how the strategies theorized by leadership are performing in reality.
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
MARCH 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. How to Design a Stellar Customer Experience by Michal Maimaran and John Schroeder. (KelloggInsight) The Zappos of the world are redefining expectations.
Kristina Evey
MARCH 14, 2018
It’s all over the news… a United Airlines flight attendant insisted that a passenger put her dog carrier containing her 10-month-old French bulldog, Kokito, in the overhead compartment. Fellow passengers state the family told her there was a dog inside the carrier, but the attendant insisted the carrier be placed in the overhead compartment.
Bold360
MARCH 15, 2018
When it comes to customer support, self-service is stealing the show. So much so that the Harvard Business Review reports that 81% of consumers try to self-serve before calling a contact center. Yet, many companies still make it extremely difficult to solve problems on their own and yet don’t have the resources to take care of every customer request in a timely manner.
Centriam Customer Experience Lab
MARCH 15, 2018
The Mall of America delights patrons with a chatbot creating a high-tech, engaging retail customer experience. With the increase in online shopping and questions whirling around the relevancy of brick and mortar shopping malls, our local retail icon, Mall of America, welcomed a new chatbot named Pepper. The chatbot can not only direct visitors to specific locations within the mall, it can talk about deals and promotions, and even connect them to an actual human being.
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
ShepHyken
MARCH 16, 2018
This week we feature an article by Marlene Caroseli who shares some great activities and questions to help customer service representatives improve their service and make the customers experience better. – Shep Hyken. Chip Bell is known for helping organizations create a customer-centric culture. He asserts that customers long to interact with—even relate to—employees “who act like there is still a light on inside.
Experience Matters
MARCH 15, 2018
As you hopefully already know, Temkin Group has labelled 2018 The Year of Humanity. As part of our focus on this topic, we put together this infographic that focuses on how we can Humanize CX. It identifies six fundamental characteristics of human beings—Hopeful, Intuitive, Self-Centered, Emotional, Motivated, and Social—that you need to keep in mind when you’re thinking about your customers and employees.
Myra Golden
MARCH 12, 2018
I once chatted with QVC about the status of a return. I just wanted to confirm that my return was received, but I walked away from the chat session with a WOW reaction. The WOW started with this message from the Representative: “Ms. Golden, I’m so sorry the camcorder hasn’t been processed yet. I know you’re anxious to have this completed. The return processing time can take up to 17 days from the date an order is returned to QVC.
ReviewTrackers
MARCH 16, 2018
A woman reads several online reviews on Google about a new restaurant in town. Most of the reviews are positive. Each reviewer raves about the food, highlighting the duck fried rice. The woman makes a reservation. Today, consumers go online to find out what other consumers saying about businesses. Online reviews is one example of social proof, which is a form of validation for customers from other consumers.
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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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