CloudCherry
JANUARY 18, 2018
Earlier, customers bought products, chose services and established opinions about brands based on various factors such as cost, quality of product and so forth. Today’s market, however, is a different ball game. Some businesses flourish and prosper, while some find it hard to sustain over the long term. The one aspect that strings these two opposite cases is the element of EXPERIENCE.
Kayako
JANUARY 17, 2018
When we talk about customer experience, many of us think about support. We think about the touchpoints between customer and business when the customer needs help buying or using a product. These interactions make up part of the customer experience, but not all of it. Customer experience encompasses the entire end-to-end journey a customer takes. That involves a whole lot more than just your customer service or support team.
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InMoment XI
JANUARY 16, 2018
Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. NextGen Healthcare helps ambulatory care organizations transition to value-based care by empowering them to nurture and build healthier patient communities at a lower cost with its technology-enabled solutions. Named as one of the top five electronic health.
Customer Bliss
JANUARY 18, 2018
Overview. “I have a passion for customer service and customer care, and I know that I have high expectations.” says Kathy Tobiasen , VP of Customer Experience at The Nature’s Bounty Company. “When I give a company my money. I expect to be treated a certain way when I’m buying their products and services, and that’s my goal as I approach this work.” In this episode, Kathy talks to me about her path to the role of leader of customer experience.
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
Beyond Philosophy
JANUARY 15, 2018
Prospect Theory is the name of the concept developed by Nobel-prize winning professor Daniel Kahneman and Amos Tversky, who were the “Godfathers of modern decision science.” It describes the hidden influences that exist that drive our behavior—and they aren’t what you think. Before Kahneman and Tversky’s paper on Prospect Theory, most economists felt like what drove decision-making was wealth, as in, the more wealth you had, the more options were available to you.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
JANUARY 16, 2018
Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. NextGen Healthcare helps ambulatory care organizations transition to value-based care by empowering them to nurture and build healthier patient communities at a lower cost with its technology-enabled solutions. Named as one of the top five electronic health.
Promoter.io
JANUARY 18, 2018
At one point or another, most of us have had an experience with a company that we would classify as exceptional customer service. Maybe it was a pizza restaurant that threw in an extra order of breadsticks to show you that they appreciate your repeat business. Or, maybe it was a software company that built […]. The post 11 Examples of Exceptional Customer Service From Companies That Walk the Walk appeared first on Promoter.io Blog.
Beyond Philosophy
JANUARY 17, 2018
Imagine that you bought a ticket to see a play for $20. But when it’s time to go to the theatre you have lost the ticket. Would you buy another ticket for the show for $20? The reason I ask is that it is a significant economic decision and not everyone places the same value on their $20. This leads me to the concept of fungibility. Unless you are an economist, you have probably never heard the word fungibility.
NICE inContact
JANUARY 16, 2018
When it comes to delivering exceptional customer experiences, true omnichannel service and quick resolution go hand-in-hand. While the CX Transformation Benchmark Study reveals the emphasis customers place on wanting omnichannel service, it also found that the leading indicator of successful customer service is speed. Customers place resolving issues in the quickest way possible as their top driver of channel performance – whether agent assisted or self-service.
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? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Alida
JANUARY 16, 2018
Adopting a relationship-based approach to customer intelligence gathering delivers substantial value and ROI. . In The Total Economic Impact of Vision Critical , Forrester provides a framework for measuring the potential business impact of using an insight community in the Vision Critical platform. The report shows how forward-thinking research teams from global brands now use insight communities to build customer relationships and deliver agile insight to key stakeholders in the company.
Customer Guru
JANUARY 16, 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 started the initiative of sharing a series of interviews of top-notch CX experts in India to spread this awareness. Our guest for this week is Mr. Ajay Nambiar, a leading CX enthusiast in India.
Customer Bliss
JANUARY 19, 2018
My mission throughout my career has been to highlight companies that choose to grow by honoring the lives of customers and employees. It’s been the basis behind my book, “ I Love You More Than My Dog, ” in which I highlight companies that base their culture on decision making that shows their humanity, and in turn, drives extreme customer loyalty in both the good times and the bad.
Customers That Stick
JANUARY 15, 2018
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GetFeedback
JANUARY 16, 2018
Great customer service leads to happy customers, higher retention, and more revenue.
OpinionLab
JANUARY 16, 2018
“Omnichannel” has been a buzz word in CX circles for a while now. Which makes complete sense. Whereas before you were in control, your customers now want to engage with you on their terms whenever and however they want. And this occurs across every contact point – be this online via your desktop or mobile site, through your mobile app, via live chat, one-to-one at your call center or even face-to-face in one of your physical locations.
PeopleMetrics
JANUARY 19, 2018
The master rule to customer-centricity is this: solve your customers’ problems. Every change, every action, every improvement your company makes should have the end goal of solving a customer problem. So how does this apply to the healthcare and pharmaceutical industries? In The Beginning. Healthcare and pharmaceutical companies of yesterday served what seemed to be a fairly straightforward purpose: provide their customers (physicians) with access to and information surrounding newer and better
Topdown
JANUARY 15, 2018
While personalization is quickly becoming the poster child for content services , few brands are unaware of the power of personalization. In fact, according to Gartner analysts Penny Gillespie and Guneet Bharaj , “Personalization is a top priority for application leaders working on digital commerce and customer experience. An effective personalization strategy enhances customer experience, leading to reduced costs as well as increased revenue from greater customer satisfaction, loyalty and advoc
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
JANUARY 15, 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. A Greater Purpose Will Give Your Customer And Employee Experience An Extra Edge by Adrian Swinscoe . (Forbes) Historically, customers used to buy the practical benefits of a product or service.
Experience Matters
JANUARY 15, 2018
Happy MLK Day! Every year on this day I like to celebrate lessons that we can learn from Martin Luther King, Jr. This year, I’ll focus on this quote: “We must live together as brothers or perish together as fools“ This line is from King’s commencement address at Oberlin College in 1965 titled, Remaining Awake Through a Great Revolution.
TechSee
JANUARY 18, 2018
Welcome to the age of the smart home. When John Martin wakes up each morning, his pre-programmed morning routine kicks into gear. The lights go on, the shutters go up, the heat turns on, the music starts and the coffee pod kicks into action. When his new smart thermostat arrives by drone delivery – together with a lengthy installation guide – he can’t help but wonder if there isn’t a smarter way to make his home smarter.
Avaya
JANUARY 16, 2018
New year. New goals. New CX Predictions. 40% of executives recently polled by Avaya rate their company’s customer experience as “poor” or “average,” and 93% say they’ll be focusing on improving customer experience in 2018. But how do they know where to start ? To gain a better understanding, we must take a look at the past. Eighteen months ago, we weren’t seeing interactive devices in our homes that responded to our every request (i.e. music, movie times, shopping lists, news, and general inform
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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?
ShepHyken
JANUARY 19, 2018
This week we feature an article by Gaven Rolfe who writes about parcel lockers and how they can offer benefits for retailers. I really like anything that can offer convenience for our customers. – Shep Hyken. Parcel Lockers: A Retailer’s Secret Weapon. When you think of parcel lockers you probably think of lockers found at apartment buildings and condominiums.
QuestionPro Audience
JANUARY 14, 2018
What is a Research Panel? A research panel is a pre-qualified community of individuals with relevant backgrounds who have agreed to participate in quantitative and qualitative research initiatives that will ultimately provide the researcher with insights on various products or services. What is Panel Management Software? Panel management software is a tool that helps companies create a customized portal for their panel.
OpinionLab
JANUARY 16, 2018
“Omnichannel” has been a buzz word in CX circles for a while now. Which makes complete sense. Whereas before you were in control, your customers now want to engage with you on their terms whenever and however they want. And this occurs across every contact point – be this online via your desktop or mobile site, through your mobile app, via live chat, one-to-one at your call center or even face-to-face in one of your physical locations.
Andrew Mcfarland
JANUARY 16, 2018
(Guest post written by Carolyn Jenkins, a SaaS technology leader with award-winning experience leading companies in customer success, support, training, delivery, account management, human resources, and corporate operations.) Recently, I spoke with a software company that is enhancing its customer success.
Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group
As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX
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