Beyond Philosophy
OCTOBER 25, 2018
Most companies today know that putting the customer at the heart of everything they do is vital. Doing something about it, however, tends to fall into the unknown category. The fact is, improving your Customer Experience means you must also become more customer-centric. But what is customer-centricity and how do you do it? What aspects of the experience should you focus your efforts to improve?
GetFeedback
OCTOBER 22, 2018
When it comes to measuring the probability for a customer to return to a brand and make new purchases, many businesses rely on the typical customer satisfaction (CSAT) survey question: “How satisfied were you with your experience today?”. While it may seem that this question will determine customer retention , research on customer feedback tells a different story.
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CloudCherry
OCTOBER 25, 2018
On September 27th, I had the great pleasure of moderating a panel at CEM Asia attempting to answer the question: How do business leaders quantify the ROI of CX? The discussion was so valuable to those in attendance, I wanted to take the time to crystallize some of our thoughts to share them further so more of the CloudCherry audience could benefit from their insights.
CX Accelerator
OCTOBER 25, 2018
What a fantastic couple of days at the Arizona Biltmore. Despite a general soreness from impromptu desert hiking in the picture above, as well as a beard full of whipped topping from the “Wild West Olympics”, it was a remarkable event. Naturally, Customer Experience and AI were on the tip of everyone’s tongue. There is no doubt that the contact center industry is poised for massive changes.
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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.
Customer Bliss
OCTOBER 25, 2018
In my recent Daily Dose video, I talk about the importance of letting your purpose unite your company and share two case studies regarding companies that embody their values. In this podcast, I’m expounding on this concept and revisiting conversations from two CX leaders who have united their organizations to conduct a CX transformation led by a specific purpose and mission that enhances the overall experience. .
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Cyara
OCTOBER 26, 2018
This is the second of a two-part interview with Dr. Nicole Forsgren, CEO and chief scientist at DevOps Research and Assessment (DORA). In the first post we dove into some insights from her latest report: Accelerate: State of DevOps. And in this post we follow up with a discussion of the importance of Agile and DevOps methodologies to customer experience.
ReviewTrackers
OCTOBER 22, 2018
Businesses need to learn how to respond to Google reviews to make the most out of their Google listings. The ways reviews are managed can have a major impact on a listing because of Google’s popularity with customers. A survey showed that 63.6 percent of consumers are likely to check Google reviews before visiting a business. That’s the highest percentage of consumers for any reviews site.
Eptica
OCTOBER 24, 2018
Date: Wednesday, October 24, 2018 Author: Anne-Claire Bellec - Marketing Director Creating the customer service agents of the future. Published on: October 24, 2018. Author: Anne-Claire Bellec - Marketing Director Customer service is changing dramatically, with the rise of artificial intelligence (AI) and automation leading more and more consumers to interact with brands through technologies such as self-service.
ShepHyken
OCTOBER 26, 2018
This week we feature an article by Tim Richardson who writes about a hospitality experience gone bad and then reminds us what must be done to provide a great guest experience. – Shep Hyken. Think about an incredible service experience you’ve had recently. What company or organization comes to mind? What about the service experience was extraordinary?
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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.
CX Journey
OCTOBER 24, 2018
Image courtesy of Pixabay Today I'm pleased to share another guest post by Lexie Lu of Design Roast. If you want customers to return to your site, you have to create an amazing customer experience (CX). People tend to remember how your site makes them feel over the specific elements of the site. Everything from the overall design of the pages to customer service to overall functionality plays into CX.
Customer Enthusiast
OCTOBER 26, 2018
Last week I had the privilege of traveling to Philadelphia to visit the newly-opened Comcast Technology Center where I was joined by a cast of customer experience (CX) influencers: Jay Baer , Chip Bell , Jeanne Bliss , Joey Coleman , John Dijulius , Matt Dixon , Moira Dorsey , Shep Hyken , Scott McKain , Adam Toporek , Bill Quiseng , and Jeannie Walters.
Oracle
OCTOBER 22, 2018
The following post includes excerpts from Jeanne’s new book: Would You Do That To Your Mother. Professor and Nobel Prize winner Daniel Kahneman is considered the “memory guru” by many. His writing and research have clarified the importance of memory and why it elevates companies and their people when they embrace memory creation as pivotal.
ShepHyken
OCTOBER 24, 2018
I had the wonderful opportunity to interview Sam Stern , a principal analyst at Forrester Research for my Amazing Business Radio show. One of the ideas we discussed was Daniel Kahneman’s Peak-end rule. The short version of this concept, applied to customer interactions, is that customers judge their experience on how they felt at its peak and at its end.
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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C3Centricity
OCTOBER 22, 2018
If you work in consumer goods you probably think you have nothing to learn from healthcare, right? After all, you have consumers in your industry name and well healthcare’s reputation is not that great. But think again. I was recently in a clinic for surgery and was surprised by how customer (patient) centric they are. I remind my clients that exceptional customer service examples can come from anywhere!
ReviewTrackers
OCTOBER 22, 2018
Businesses need to learn how to respond to Google reviews to make the most out of their Google listings. The ways reviews are managed can have a major impact on a listing because of Google’s popularity with customers. A survey showed that 63.6 percent of consumers are likely to check Google reviews before visiting a business. That’s the highest percentage of consumers for any reviews site.
Second to None
OCTOBER 23, 2018
Pizza has become one of the fastest growing segments in the food market in recent history. In 2017, 954 pizza chain establishments opened in North America in addition to the already saturated market.[1] Beyond a great tasting pie, price, convenience and sheer-availability are the major factors that push consumers towards these restaurants. With the onslaught of fast-casual, point-and-pick pizza chains like Blaze Pizza and MOD Pizza disrupting the homeostasis of the industry, it is important that
ShepHyken
OCTOBER 23, 2018
It’s All About CEX. Building a Community of Champions. Shep Hyken sits down with Jason Bradshaw to talk about his new book, It’s All About CEX: The Essential Guide to Customer and Employee Experience. They also discuss the compounding effect of being 1% better, how customers and employees measure success, and how to build a community of champions.
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.
Experience Matters
OCTOBER 24, 2018
I’m thrilled to announce that Temkin Group has been acquired by Qualtrics. Together, our goal is to create the world’s premiere center of excellence for all things experience management (XM). This new center––the Qualtrics XM Institute––brings together the industry’s foremost thought leaders to help shape the future of experience management, establish and publish best-practices, drive product innovation, and enable certification and training programs that further build a community of XM professi
ReviewTrackers
OCTOBER 24, 2018
Chances are that your listing isn’t the only one that suffers from Google reviews not showing up. There isn’t one solution to this issue. However, we managed to find some solutions that could explain the sudden disappearance of a few Google reviews. Google My Business Listing Issues. There are a few scenarios that point to problems within a Google My Business (GMB) listing as that leads to a Google review not showing up.
ProProfs Chat
OCTOBER 26, 2018
Busy streets, decorated stores, crowded bars, and an atmosphere filled with laughter – it’s holiday season. And it’s just around the corner. Like every year, you’ve pulled your sleeves up to tackle all customer queries efficiently. You’ve got your support operators in place to ensure that no question goes unanswered. But how about making this holiday season a memorable one for your customers?
CSM Magazine
OCTOBER 24, 2018
Delivering a great customer experience is of utmost importance to any business, small or large, as it affects the profit margins and the company’s goodwill significantly. A study published by Harvard Business Review found that customers who have a positive experience with a company are likely to spend as much as 140% more than average. Also, these customers tend to stick with a business six times longer than those who have had a negative experience from the same business.
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One Millimeter Mindset
OCTOBER 24, 2018
Does our organization engage in a couch potato storytelling culture? We know the plot. A client has a problem. They are in crisis and call our company. Our company solves the client’s problem. And everyone lives happily ever-after. And returns to their couches. End of story. Yes, solving big hairy problems for clients certainly is both dramatic and impressive.
ijgolding
OCTOBER 25, 2018
We are all customers. We buy products and services. We buy brands. When it comes to our own organizations, however, we disconnect our consumer self with our business self. “Out in the wild” we know that our customer experience is shaped by the perception we have in each interaction with a brand. In other words, we keep buying the brands that give us the positive experience we remember – one that stands out from all the others.
RapportBoost
OCTOBER 20, 2018
– Event, hosted by Customer Service Experience and sponsored by Mitel, designed to demonstrate the vision and leadership of Jenny Craig’s corporate contact center and how live chat innovation drives financial and cultural success at one of nation’s most respected health, wellness brands – Tony Medrano, CEO of RapportBoost , the leading provider of augmented intelligence solutions to contact centers using live chat for conversational selling , along with Heidi Rote, Director of the
Call Center Pros
OCTOBER 22, 2018
Everyone who works in customer service has been found in the cumbersome task of having to say no to a customer occasionally. There are situations where we can’t avoid this difficult task. Either because we do not provide exactly the service that the client needs, because we do not have the operational capacity at that moment or simply because it is not the type of client we would like to work with, it is essential to do it in the right way.
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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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