GetFeedback

MAY 9, 2018

This is a guest post by Alexa Lemzy, customer service manager of TextMagic. Excellent customer service is a cornerstone of most successful businesses. Today, customer service goes beyond the call center. And with more and more customers doing their shopping online, it’s not just about the brick and mortar customer experience either. A consumer survey by Imprint Plus found that 32.5% of all shoppers prefer to shop online and another 37.8% prefer a mixture of both online and in-store.

Mobile Customer Service 170

Mobile Customer Service Customer Service E Commerce E-support 170

Alida

MAY 8, 2018

Chief marketing officers take note: If there’s one thing you want to excel at in your next annual performance review, it’s customer experience. . Recent research released by the CMO Council found that increasing customer empowerment is “heightening the job security risks of chief marketing officers (CMOs), who are struggling to keep up with new digitally driven ways to engage, satisfy and enrich the experience of more mobile, savvy and fickle consumers.”.

Customer Experience 173

Customer Experience 2016 2017 Leadership 173

CX Accelerator

MAY 8, 2018

Let’s imagine, for one moment, that you’re casting your agents and customers in a movie. What roles would they play? Would your agents make their screen debut as wise sages, imparting knowledge and truth to help spur your customers to a glorious conclusion in their customer service journey? Or would your agents be more like sword-wielding fighters, battling to defeat angry customer ogres before they burn your contact center to the ground?

Contact Center 160

Contact Center Customers Communication Information 160

Customer Bliss

MAY 9, 2018

Uniting the leadership team in the purpose of delivering one-company experiences and connecting it to business growth occurs with my clients when we can simplify the “why” behind this work in a manner that they can stand behind and communicate as their own. I’ve been asked, “How do you persuade top management that customer centricity is not a cost?

ROI 245

ROI Customer Experience Leadership Measurement 245

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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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CloudCherry

MAY 8, 2018

For quite a while, banks were eyeing fintech startups as their main foes. They invested in technology to compete with these startups and to improve customer experience in banking. But the landscape is constantly changing. There seems to be a bigger threat to banks coming from a different direction, namely tech companies. In fact, McKinsey and many similar top consultants are warning banks that tech giants like Amazon and Facebook could seriously disrupt the banking sector.

Banking 220

Banking Financial Retail Social Media 220

GetFeedback

MAY 9, 2018

Modern customers prefer modern support. Stay ahead of the curve by providing great mobile customer service. Alexa Lemzy from TextMagic explains how.

Mobile Customer Service 150

Mobile Customer Service Customer Service Customers Article 150

Customer Bliss

MAY 7, 2018

They share freely. They have our back. They are there, in good times and bad. They always have our best interest in mind. They are brave. This describes our moms. It also describes companies who follow her lead in how they grow their business. The lessons we learned as kids stick with us. And often they have our mom’s face all over them. Her lessons, her rules, and her sayings are still in our heads.

Fashion 163

Fashion 2018 Customers Connections 163

Beyond Philosophy

MAY 11, 2018

I was texting with my daughter the other day and there was a pause in the conversation. I could see the three little dots. Surely she was typing a clever response to the remark I’d just made. I couldn’t wait to see it, so I sat there, phone in hand, staring stupidly at the little dots. I went on like this for maybe a minute and a half before I realized I was being silly.

Retail 116

Retail Books Consulting Sales 116

InMoment XI

MAY 9, 2018

Employee Experience (EX) Monitoring As an HR Professional, a senior leader, or an engaged employee at large, you may find yourself asking, “What can I do to engage those around me?” Employee Engagement doesn’t have to be difficult to measure, but it can be challenging for anyone in an organization to take on the initiative. View Article.

Employee Experience 150

Employee Experience Measurement Article Engagement 150

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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

ShepHyken

MAY 11, 2018

This week we feature an article by Rohit Prasanna who shares a great list of 10 customer service trends that will affect the customer experience this year. – Shep Hyken. The customer-centric economy has taken the front-seat across the globe, and it is no different for B2B businesses. When customers call the shots, having a good CX and offering fantastic customer service will benefit your business all around.

2018 104

2018 Blog Customer Service B2B 104

Customer Bliss

MAY 10, 2018

In today’s episode with Amy Shioji , Head of Customer Experience at USA Today Network , we talk about how she advocated for a more holistic view of customer experience and loyalty at a media company, a vertical we don’t usually discuss. Facing challenges from the disruptive nature of the media industry, we talk about how she worked to break down internal silos, improve the digital aspect of the USA Today experience, and improve the employee experience as steps to put the customer at the ce

Customer Experience 111

Customer Experience Leadership Loyalty Programs Loyalty 111

Amity

MAY 6, 2018

Onboarding, a fresh beginning for both the "onboarder" and the "onboardee" It entails new relationships, new opportunities, and the bright aspirations of a young and budding customer that you want to bring to success. Most importantly, it marks the new beginnings of a customer’s journey, in which they are easily affected by any information and behavior that is given to them.

Customers 96

Customers Roadmap Sales Customer Success 96

Lumoa

MAY 7, 2018

A story of how a startup nailed customer relationships since day one. Many startups think that customer experience management equals unnecessary work and financial costs. However, more and more startups that emphasise the uniqueness of customer relationships are growing faster than ever. Some of the familiar names include the two fastest growing companies in the world , Slack and Intercom.

Customer Experience 92

Customer Experience NPS Metrics 2012 92

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

Bob Hayes

MAY 7, 2018

The Net Promoter Score (NPS), a metric used to gauge the health of the customer relationship, has been used by companies for years. By applying data science principles to understanding the research behind the NPS, however, we see that the NPS claims have three serious problems. First, the “research” behind the NPS claims is flawed. Second, the calculation of the metric (a difference score) results in an ambiguous score that is difficult to interpret.

NPS 89

NPS Net Promoter Score 2007 2006 89

Customer Bliss

MAY 8, 2018

Today’s post is from Robert Spector , best-selling author of The Mom & Pop Store: True Stories from the Heart of America and The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture. As a customer service pioneer, I’d consider Robert Spector a global authority on “make mom proud” companies.

Marketing 100

Marketing Retail Books Culture 100

Comm100

MAY 10, 2018

Introduction. If you work in customer service, chances are you know the signs of a complaining customer. You might recognize them by their pointed tones, their defensive, often raised voices (over email or live chat, this may present itself as all caps writing), and their creative use of insults. You may recognize the way they hold up the line at checkout, the way they demand to speak to management, or the way a look of disbelief plants itself on their faces when they hear that what they are ask

Customers 85

Customers Download Customer Service Training Fashion 85

Omnicus

MAY 7, 2018

Create a seamless customer experience to boost your revenue. Has this happened to you? You emailed a company with a customer support question, typing in a 10-paragraph message explaining the issue in detail. In response, you just got an automated reply from a robot saying that the company will get back to you in 24 - 48 hours, and you decided that you didn’t want to wait that long.

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Omnichannel Customers Customer Experience Customer Service 72

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

Bob Hayes

MAY 7, 2018

The Net Promoter Score (NPS), a metric used to gauge the health of the customer relationship, has been used by companies for years. By applying data science principles to understanding the research behind the NPS, however, we see that the NPS claims have three serious problems. First, the “research” behind the NPS claims is flawed. Second, the calculation of the metric (a difference score) results in an ambiguous score that is difficult to interpret.

NPS 86

NPS Net Promoter Score 2007 2006 86

ShepHyken

MAY 7, 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. Overstock’s customer service texts have a 98 percent open rate by Ilyse Liffreing. (Digiday) Overstock.com knows the days are long gone when people would call or email about problems with its products or service.

Article 79

Article 2018 Customer Service Magazine 79

Customer Guru

MAY 8, 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.

Culture 71

Culture Loyalty Programs Airlines Customer Centricity 71

Retently

MAY 10, 2018

Just like it’s difficult to drive to a new destination without a definite plan for how to get there, trying to build, launch and market a new product without a clear product roadmap guiding the development process is an exercise in vain. A product roadmap is a strategic plan or statement of intent matching the vision and steps involved in a product’s development.

Roadmap 68

Roadmap Net Promoter Score NPS Feedback 68

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Experience Matters

MAY 10, 2018

This week I gave a keynote at the Customer Experience Professional Association (CXPA) Insight Exchange in New Orleans. As alway, it was a great event; there’s almost nothing better than a group of enthusiastic CX professionals! We’ve come a long way since we had the first CXPA event at Fenway Park in 2011. The Overall Storyline My speech was entitled The Past, Present, and Future of CX(PA).

Presentation 97

Presentation 2011 Customer Experience Professionals Events 97

ShepHyken

MAY 8, 2018

Deliver a Customer Experience That Would Make Mom Proud. Would your customers agree that your service is so good, you’d make mom proud? Shep Hyken sits down with Jeanne Bliss, author of Would You Do That to Your Mother? The “Make Mom Proud” Standard for How to Treat Your Customers , and discusses her book and the art of making customers happy. ?

Chief Customer Officer 78

Chief Customer Officer Books Customer Experience Professionals Customer Centricity 78

Oracle

MAY 8, 2018

You’ve heard the phrase, “a chain is only as strong as its weakest link.” In customer experience, an exposed weak link—whether it’s marketing, service, or even your employees—can mean the difference between winning and losing customers to competitors, despite having the best product or service offer. To find and strengthen weak links, I tell my clients to create a checklist and use it to evaluate each area of their business every six months.

Download 99

Download Customer Experience Customers Sales 99

CSM Magazine

MAY 9, 2018

Kristina Evey examines the importance of culture on the customer experience and provides some key ways to make your ideal culture a reality. Every company has a culture whether you’ve defined it or not. The key is to be in the driver’s seat of defining your culture and being deliberate about shaping it before you are trying to reign in an undesirable culture that has taken hold.

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Culture Customer Experience Definition Leadership 65

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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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