Experience Investigators by 360Connext
MARCH 28, 2018
As an employer, you need to provide oodles of feedback to employees to ensure they know what they’re doing, what they’re supposed to be doing, what they’re doing well and what they could be doing better. Bad feedback from employees and customers alike provides a way to prevent little annoyances from becoming reasons for good people to leave you.
BlueOcean
MARCH 26, 2018
Say hello to the future: the robots are right here. Artificial intelligence is flipping all kinds of traditional business models on their heads. In the customer support space, AI is changing the customer experience for better or for worse depending on the elegance of your deployment. And the new world of AI is creating out-of-this-world efficiencies for businesses who are leveraging it effectively.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
CloudCherry
MARCH 30, 2018
The equation is quite simple: Happy Employees result in Happy Customers. And the renowned customer-centric brands are first and foremost known for taking care of their employees. Engaged employees not only bring their A game to work, but also work towards building a delightful experience for the customer. So, how do you keep employees’ motivation levels high?
CX Accelerator
MARCH 28, 2018
Originally published on ICMI Blog Does your contact center resemble an episode of "The Walking Dead?" Whether or not you've reached zombie apocalypse levels of engagement, all customer service leaders must be intentional to win the hearts and minds of our staff. The "why" behind our efforts will ultimately determine the quality and consistency of work.
Advertisement
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.
Alida
MARCH 27, 2018
At Customers for Life, a recent Vision Critical event in Hong Kong, we immediately felt the grandeur, magnificent presence and ambience of the flagship Mandarin Oriental (MO) hotel in Central Hong Kong as soon as we stepped in. With more than 200 leaders in insight, innovation, marketing and customer experience in attendance, the luxurious MO was the perfect location for the sold-out, informative event.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Customer Guru
MARCH 27, 2018
Written by Vivek Jaiswal | Co-founder, Customer Guru. What are the three most critical things an organization should do to achieve sustained customer experience improvement? I am regularly asked about the top three things an organization should implement in order to improve customer experience sustainably. The answer isn’t simple because improving customer experience takes time and there is no shortcut to it.
ProProfs Chat
MARCH 30, 2018
Whenever you plan to open up a business, what’s the first thought that strikes you? Do you plan on achieving a certain goal in a specific period? Do you wish to achieve great profits and start gaining a good head start over other newbies in the market? Or do you plan to open a business with an objective of expanding it on a global level? Lot of speculations to keep up with, isn’t it?
ShepHyken
MARCH 28, 2018
Loyalty can be measured and it can be monetized. The sales & marketing departments may get customers in the door. Why not have a loyalty department that will keep them coming back through the door? — Shep Hyken (@Hyken) March 17, 2018. That’s a tweet I posted based on an article I wrote not that long ago. Ian Spindley ( @IanSpindley ) responded with the following comment: As far as you know, has #industry always called it sales & #marketing (just because it flows/sounds better)?
Customer Bliss
MARCH 30, 2018
As many of us CX practitioners know and may have experienced firsthand, the airline industry faces numerous challenges in creating a customer experience that puts the customer first. Not only do individual airlines have their share of CX problems, but so do airports. From dealing with security lines, flight delays, finding your terminal, and searching for food, there are a myriad of factors that affect airport customer experience.
Advertisement
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.
Joe Rawlinson
MARCH 28, 2018
Multivariate testing (including A/B testing) is a technique used to identify the best performing campaigns on your marketing inventory. Such testing tools can be used to identify the ad copies, landing pages and even Call-To-Action (CTA) buttons that perform the best. The way to do this is simple – marketers pick two or more variations of the component to optimize (ad copy, landing page, etc.) and make these variations available to a random group of website visitors who belong to the same
InMoment XI
MARCH 29, 2018
NPS® has popularized the importance of looking at the customers’ willingness to recommend as a key indicator of a positive customer experience that drives business growth. The thought process has extended to the workplace with many businesses focusing on eNPS or the employees’ willingness to recommend a company as a place to work. But employees. View Article.
Customer Guru
MARCH 29, 2018
Creating a perfect customer experience (CX) is definitely not an easy job. The consumer base is so diverse and demanding that not one solution fits all. Overcoming the challenges of CX may seem difficult, but you can start off by not making these few mistakes. Ignoring your customers. Not collecting feedback from the customer is an unforgivable mistake.
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!
.png)
ShepHyken
MARCH 30, 2018
This week we feature an article by Julien Rio whos writes about the most common KPIs and how to understand them, select the right ones and how to improve them. – Shep Hyken. Depending on whether your Customer Care department is an extension of your marketing or your customer service strategy, the KPIs you give yourself may be different. In this article, we will review the most common KPIs, how to understand them, how to select the right ones and how to improve them.
InMoment XI
MARCH 29, 2018
NPS® has popularized the importance of looking at the customers’ willingness to recommend as a key indicator of a positive customer experience that drives business growth. The thought process has extended to the workplace with many businesses focusing on eNPS or the employees’ willingness to recommend a company as a place to work. But employees. View Article.
CX University
MARCH 29, 2018
People live in their own functional domains. They have their responsibilities, their metrics, and they can become defenders of their domains. Though from the best intentions, internal competition ultimately creates the reactionary boundaries that we have come to call silos, which harm an organization in ways that are becoming increasingly fatal. I won’t spend an inordinate amount of time on this because we all know and dislike silos.
Second to None
MARCH 30, 2018
Creating a great Customer Experience can serve as a huge differentiator between your brand and the rest of the competition, but it can be very challenging to establish this level of service. Ultimately, your organization needs to train employees to optimize each individual interaction, in order to churn out as many brand ambassadors as possible. Understanding the impact of optimizing the following three organizational aspects can serve as a great way to reach this level of performance.
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 27, 2018
Stop Losing Customers, Start Creating Loyalty. How can accountability create Moments of Magic ® ? Shep Hyken sits down with Joey Coleman to discuss how to “Never Lose a Customer,” which happens to be the title of his amazing book. Transform a single sale into a lifetime of loyalty. ? ?. . Top Takeaways: Joey’s greatest insight is that regardless of the industry, somewhere between 20% and 70% of new customers will quit doing business with you before reaching the 100-day anniversary of becoming
Eptica
MARCH 28, 2018
Date: Wednesday, March 28, 2018 Why it is time to calculate the ROI of VoC programs. Published on: March 28, 2018. Author: Olivier Njamfa Businesses have been running Voice of the Customer (VoC) programs for some time , but in many cases overall customer satisfaction has actually deteriorated. Part of this is due to rising consumer expectations, but it is also due to a failure of VoC programs to deliver a real return on investment by driving significant changes in the business.
Magellan Solutions
MARCH 29, 2018
The Philippines is a well-known global destination for world-class call centers that can cater to your back office support needs. The country has a huge talent pool, many of which are graduates of business and engineering courses. It is also a perfect call center location because its human capital speaks English more naturally. While India is a good competitor in the call center industry, many investors still prefer Filipinos’ neutral accent.
Second to None
MARCH 29, 2018
Customer relationships are the foundational building blocks of a high-performance organization. Brands that intentionally design their experience to ensure that each individual interaction ends positively are contributing to happy consumers, but also to a system that encourages overall growth. However, in the modern business climate, this responsibility has expanded more than ever before.
Advertisement
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 26, 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. Southwest Airlines Had a Brilliant Reaction When a Passenger’s Wi-Fi Wouldn’t Work by Bill Murphy Jr. (Inc.
Oracle
MARCH 27, 2018
It’s serious business fighting off the industry villains like rising costs, proliferating channels, disconnected experiences, or unmined data. Whether you’re part of service, marketing, sales, commerce, operations, or IT, if you’re working hard day (and night!) to improve customer experience and exceed skyrocketing expectations, you may be eligible to be recognized as a CX Hero at Oracle’s Modern Customer Experience 2018 conference in Chicago.
ServiceDock
MARCH 30, 2018
In a recent hard hitting but excellent article by Bob Thompson of CustomerThink , he pointed out that 93% of customer experience initiatives are failing. He went on to say that Paul Hagen (Head of Customer Experience & Innovation Strategy at West Monroe Partners ) believes that the vast majority (75%) of failures are due to poor execution. Hagen's key recommendation to improve execution is.
Myra Golden
MARCH 27, 2018
I just finished recording a fully customized 14-module video course for a new client. My client’s biggest challenge was how to navigate through complex calls, like situations with ramblers and challenging customers. One of the strategies I prepared for my client’s customized training is 4 Things You Can Do To Help Your Customers Cut to the Point.
Advertisement
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.
Expert insights. Personalized for you.
259 
Let's personalize your content