Customer Bliss

DECEMBER 8, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. Below, I share a “My Rock, My Story” snippet – which is one of many featured throughout the book. These stories come from CCOs who have faced numerous challenges, yet persevered in pushing their metaphorical “rock up the hill” by uniting their leadership teams, working through challenges, and ultimately achieving success in doing so.

Net Promoter Score 203

Net Promoter Score Chief Customer Officer Books NPS 203

CX Accelerator

DECEMBER 5, 2017

Do you ever feel like it’s impossible to keep great talent in a customer support environment? You’re not alone! Leaders all over the globe have been wrestling this issue since the invention of the telephone. The good news is it can be done! With a fresh outlook on employee engagement, you can create a working environment worth sticking around for. This article will focus on three essential (but rarely discussed) engagement techniques specific to service professionals Peer-To-Peer Relationship Fo

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Loyalty Customer Service Contact Center Sports 140

InMoment XI

DECEMBER 5, 2017

It is very refreshing and encouraging to see so many organizations with mission statements indicating their focus on the customer and their mission to deliver the best customer experience. Over the past few years, organizations have begun taking it a step further than just stating this customer focus, but have started establishing teams or divisions.

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Metrics Customer Experience Article Customer Focused 229

Beyond Philosophy

DECEMBER 6, 2017

Small changes, or nudges, having a big impact on people’s behavior is one that everyone in the behavioral economic community supports and heralds as the latest great idea. However, this great idea isn’t working for everyone. In particular, nudges don’t seem to be making much headway in medication compliance. When a patient doesn’t take their medicine properly, doctors call it “noncompliance.

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2005 Books Hospitality Healthcare 143

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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.

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TechSee

DECEMBER 5, 2017

According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. This customer-centric focus has resulted in 72% of businesses reporting that their top priority is improving the customer experience, according to Forrester. To accomplish this goal, companies must determine the most efficient, yet affordable, way to give their customer care processes a boost. .

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Contact Center Customer Satisfaction Technology Call Center 116

InMoment XI

DECEMBER 5, 2017

It is very refreshing and encouraging to see so many organizations with mission statements indicating their focus on the customer and their mission to deliver the best customer experience. Over the past few years, organizations have begun taking it a step further than just stating this customer focus, but have started establishing teams or divisions.

Metrics 170

Metrics Customer Experience Article Customer Focused 170

Beyond Philosophy

DECEMBER 5, 2017

A new study by Calabrio reports that the majority of call center employees don’t feel trained to handle customer problems, making their jobs stressful and demotivating. Chances are your call center employees feel the same way—especially if you train like most companies do. The new report, “ The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era ,” revealed that 56% of the 1,000 respondents in the U.K. and U.S. said complicated customer issues are their most significant ch

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Call Center 2017 Contact Center Consulting 111

Alida

DECEMBER 4, 2017

Cadillac is a brand that needs no introduction. It is an iconic company—a larger-than-life brand that people associate with luxury. But Cadillac’s legacy is also its biggest challenge. When consumers think of the future, they don’t necessarily think of Cadillac. Many people associate Cadillac with the yesteryears—back to the era of Marilyn Monroe and Elvis—but not with the innovation leaders of today.

Customer Centricity 170

Customer Centricity Marketing Automotive Innovation 170

Lumoa

DECEMBER 5, 2017

Helsinki has welcomed 20.000 innovators at Slush , the world's leading startup event. This year among the main topics of "Technology" and "AI in Our Lives", you could also hear companies, both scaling and large, starting to talk about customer experience. It has been our second Slush and we enjoyed every bit of it. Slush gave us an opportunity to meet new and already familiar people, secure a couple of deals and have meaningful conversations on customer experience.

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2017 Insights Healthcare Events 102

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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

Customer Bliss

DECEMBER 5, 2017

Overview. Do you have what it takes to be an entrepreneur? Can you manage a B2B relationship with customer providers and consumers? In this episode, Angie Hicks , CCO of ANGI Homeservices and co-founder of Angie’s List , shares how she built Angie’s List into the valuable service provider tool it is today, and how she transitioned her entrepreneurial and marketing experience into the customer experience role she currently holds at ANGI Homeservices ( which acquired Angie’s List this year )

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Chief Customer Officer 2017 2013 2016 129

Beyond Philosophy

DECEMBER 4, 2017

I have two internet service providers, one at my home in Florida and one at my home in the U.K. Both have dragged me through long bouts of customer service purgatory , with missed appointments, lousy modems and just a general “we don’t care about you” mentality. So when I heard that U.S. Federal Communications Commission chairman Ajit Pai proposed eliminating net neutrality rules , my first thought was that my customer experience in Florida is about to get even worse.

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Customer Centricity Consumers Webinar Books 103

ShepHyken

DECEMBER 8, 2017

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Customer service has the power to make or break a company. Until recently, contact centers were playing a passive role in customer service by responding to basic queries, but not necessarily playing any major role in the strategy for customer experience (CX).

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Contact Center Customer Engagement Blog Engagement 46

Experience Matters

DECEMBER 6, 2017

We published a Temkin Group report, The State of CX Metrics, 2017. Temkin Group surveyed 169 companies to learn about how they use customer experience (CX) metrics and then compared their answers with similar studies we’ve conducted annually since 2011. We also had them complete our CX Metrics Program Assessment that evaluates the degree to which these efforts are Consistent, Impactful, Integrated, and Continuous.

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2017 Metrics 2011 Customer Experience 91

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

Kristina Evey

DECEMBER 5, 2017

LISTEN to your Customers. Listening. We all know how to do it… but few know how to do it well … and it could be driving your customers away if you don’t do it well. Listen well and you’ll increase sales and customer loyalty. Even though communication involves two parts – speaking and listening – I believe that listening is actually 2/3 of successful communication.

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Customer Experience Loyalty Customers Feedback 163

QuestionPro Audience

DECEMBER 4, 2017

The wearable technology market is growing at a rapid pace, with 1 in 5 Americans owning a wearable tech device. This technology encourages wearers to be more engaged in their health and lifestyle choices. In addition to being a fashionable accessory, wearables collect pertinent data that can be sent to the wearer’s physician. In contrast to a one-time blood pressure reading at an appointment, wearables provide data taken over a period of time, such as sleep patterns, heart rate, and activity lev

Technology 98

Technology Fashion 2016 Insurance 98

ShepHyken

DECEMBER 5, 2017

Create a Culture Where Employees Come First. Shep Hyken Interviews Terry Cain and Steve Church, Co-authors of “The Pinwheel”. How would you like to create a culture and working environment that is better for your employees, which in turn is better for your customers? Shep Hyken sits down with not just one but two guests, Terry Cain and Steve Church.

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Culture Leadership Innovation Customer Service 0

Experience Matters

DECEMBER 4, 2017

If you like customer experience and visualizations, then you should enjoy this collection of CX infographics that we’ve published over the last year or so. Each of the infographics can be downloaded as a traditional infographic, or in the form of an 18″ x 24″ poster. Here are some of our most recent infographics: The Ultimate CX Infographic, 2017 6 Levers For Executive Commitment to CX The Power of Customer Journey Thinking The Human Conversational Model The Four CX Core Comp

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Customer Experience 2017 ROI Download 19

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

Beyond Philosophy

DECEMBER 5, 2017

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. If you believe that “a satisfied employee IS an engaged employee.” It’s likely that you can’t articulate a distinction. A satisfied employee can pretty much be described as one who is relatively happy or more than complacent about their day-to-day job experience: the work, pay, benefits, possibili

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Engagement White Paper Definition Consulting 68

NICE inContact

DECEMBER 5, 2017

Agent attrition is not a new concept in the contact center. The average lifespan of a contact center agent is traditionally short, resulting in human resource departments trying to understand this costly trend, usually turning to some kind of retroactive metric. But these do not offer predictive insight. These metrics can show why an agent left, but not how the company could have kept them.

Contact Center 64

Contact Center Culture Metrics Leadership 64

ShepHyken

DECEMBER 6, 2017

It’s holiday time! What a joyous time of year! And, then there is the holiday shopping experience … This is how I see it. I get in my car. About a mile from the mall I begin to experience heavier-than-usual traffic. Not just a little heavier, but sometimes it seems like worse than rush hour. Is there an accident? No, there’s a traffic jam at the mall.

Customer Service 20

Customer Service Retail Customer Service Training Reference 20

ijgolding

DECEMBER 4, 2017

The whole idea of the Net Promoter Score (NPS) is based around asking customers the question ‘How likely is it that you would recommend our company/product/service to a friend or colleague?’ and proposing to them a variety of response options based on a zero to ten scale. In the years since its introduction, NPS has become used all over the world and few organisations fail to ask their customers this question in one form or another at some point in the organisation/customer interaction.

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Metrics Net Promoter Score NPS Measurement 102

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Myra Golden

DECEMBER 3, 2017

There are four attributes of empathy, and I teach each of these characteristics in my Empathy eLearning course. One of the characteristics is, communicate your understanding. When your customer is upset, or frustrated, you could communicate your understanding this way: “I realize you’re upset. I’d like to take a minute to talk about what I think happened, and then answer any questions you might have.”.

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Communication Insurance Customers Customer Service 63

Heart of the Customer

DECEMBER 6, 2017

Customer experience pays. There’s no shortage of research on the impact of an improved customer experience, including improved revenue, profit, and, as a result, stock price. But how do you improve your CX? By focusing on Effectiveness, Ease, and Emotion. Improving on these three factors will ensure you are improving your customers’ outcomes, as well as your own.

Customer Experience 79

Customer Experience Effort Score Customers 79

QuestionPro Audience

DECEMBER 4, 2017

What is Wearable Technology? Wearable technology encourages wearers to be more engaged in their health and lifestyle choices. In addition to being a fashionable accessory, wearables collect pertinent data that can be sent to the wearer’s physician. This market is growing at a rapid pace, with 1 in 5 Americans owning a wearable tech device. In contrast to a one-time blood pressure reading at an appointment, wearables provide data taken over a period of time, such as sleep patterns, heart rate, an

Technology 79

Technology Fashion 2016 Insurance 79

Comm100

DECEMBER 8, 2017

Introduction. Another Thanksgiving has come and gone, but that doesn’t mean you’ve missed your chance to be thankful. In fact, if you’re going to run a successful, customer-centric business, it is important that you express gratitude towards your customers regularly. Here are important tips for writing a thank you letter to your customer, complete with sample thank you letters to help you show your customer how much you appreciate them.

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Social Media Return on Investment White Paper Customers 58

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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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