BlueOcean

AUGUST 7, 2018

Planning for 2019 already? You’re in good company. Contracting a new contact center outsourcer may be one of the most impactful decisions you make all year (no pressure, right?) You’re putting your brand and your customers in the hands of someone new, whose efforts will have a direct impact on your business, its ROI, and all its related KPIs. It’s the type of decision that is well-suited to a formal RFP and procurement process.

Contact Center 189

Contact Center Culture Fashion Consulting 189

Customer Bliss

AUGUST 9, 2018

In today’s episode, I chat with Daniel Coullet , Senior Vice President of Customer Success and Experience, and Elizabeth Curtin , Customer Experience Practice Manager at PTC , about defining customer success, and the value of designing customer room for enhancing employee and customer experience. PTC is a B2B global software company that offers a technology platform and solutions to help companies design, manufacture, operate, and service things for a smart, connected world.

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Workshop 175

CloudCherry

AUGUST 9, 2018

Customer expectations are higher than ever. In a world where convenience is everything, companies need to work harder than ever to meet and exceed their customer’s expectations. But the methods we’re using to manage the customer experience are stuck in the past. We’re still surveying customers the same way we were in the 90s, still battling siloed data and processes, and still relying on guesswork or bureaucratic reports to choose potential initiatives.

Customer Experience Management 150

Customer Experience Management Customer Journey Mapping Customer Experience Management 150

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. There is no denying that it is critical to business success. But as a CX enthusiast, where do you start? While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors)

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

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Retently

AUGUST 9, 2018

How much do you focus on customer retention? Do you dedicate enough manpower, time, and financial resources to this business aspect? If you don’t, you’re likely to hemorrhage money in the long run, given that acquiring new customers will cost you 5 times more than retaining existing clients. If that’s making you feel concerned about your own retention levels, you should start collecting, analyzing, and acting on Voice of the Customer (VoC) data.

Feedback 111

Feedback Insights CEM Net Promoter Score 111

GetFeedback

AUGUST 10, 2018

There’s no sweeter deal than a lead who’s ready to buy and just needs a bit of coaxing. But as any salesperson will tell you, hot leads like that are a rare find, not a reliable source of new business. In fact, they’re a lot harder to come by than most people (looking at you, marketers) tend to think. According to Gleanster Research , only 25% of marketing leads are actually qualified enough to pass to sales, and 79% never become customers.

Sales 150

Sales Feedback Webinar B2B 150

Heart of the Customer

AUGUST 9, 2018

You probably don’t view Amazon as a competitor. That’s where you’re mistaken. When we look to build a better CX, it’s natural to focus on our people. After all, they are often the heart of our customer experience. However, while we need to ensure a strong person-to-person experience, we also need to make sure the experience is strong even when […].

Engagement 101

Engagement Customers Customer Experience Customer Centricity 101

TechSee

AUGUST 7, 2018

Online retail has been revolutionized in recent years; creating ease for consumers while allowing retailers to track and influence the buying process, effectively reshaping how, where and when customers interact with their brand. Yet, all this progress has created a new set of sales challenges. Understanding and addressing these e-commerce obstacles is the key towards improving sales processes, driving a better customer journey, delivering more consumer conversions, and ultimately garnering a gr

Sales 95

Sales E Commerce Engagement Retail 95

Beyond Philosophy

AUGUST 8, 2018

Choice Architecture, a principle that psychologists have studied for decades, is the concept that describes how the presentation of information affects people’s decision-making. Framing is the tone you use to present your options. How you frame the choices changes your results. These two concepts can help you present your goods or services to customers in ways that influence them to respond the way that you want and drive more value ($$$$) for your organization.

Presentation 111

Presentation Customers Advertising Customer Experience Design 111

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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

ReviewTrackers

AUGUST 10, 2018

What are the SEO benefits of reputation management? It may be plain to see how online reputation management efforts can affect the ways consumers perceive your company or brand. But ORM can do wonders for your SEO strategy, too, helping you achieve greater visibility in search engine results, drive more traffic, and improve your conversions. Let’s talk about some popular SEO reputation management concepts that can supercharge your performance.

Management 81

Management Social Media Consumers Brands 81

Chattermill

AUGUST 5, 2018

The Customer Experience Technology Stack | Data Visualisation. by Sam Frampton. on 6 Aug 2018. Data Visualisation. Customer Experience Technology Stack. The best tools to visualize your CX data. Visualisation. You have the data to drive the CX program you want to create. But that data needs to be presentable. Bit-sized. Attractive. You need tools that present your data in a way that’s pleasing and simple to understand.

Technology 81

Technology Customer Experience 2011 2015 81

ShepHyken

AUGUST 7, 2018

Delivering A Rockstar Customer Experience. Putting Your Customer First By Putting Your Employees First. Shep Hyken sits down with James Dodkins to discuss James’s new book, 136 Ideas For Rockstar Employee Engagement , having an employee mission, and the real definition of customer experience. ? ?. Top Takeaways: James previous experience as a rockstar in a heavy metal band helped him discover that companies can be customer service rockstars, too.

Airlines 76

Airlines Definition Culture Books 76

IntouchInsight

AUGUST 8, 2018

Learn how to streamline your restaurant operations to improve the customer experience and drive guest loyalty.

Loyalty 78

Loyalty Customer Experience Customers 78

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

ProProfs Chat

AUGUST 10, 2018

Imagine this: You own a cafe and lately you have started encountering a greater footfall. You may have customers like the first time ‘hungry’ visitors, your regular ones who love you no matter what, ‘Anton Ego’ class food critics (refer: Ratatouille), referrals and more. Do they expect the same service from you? No. Not at all. Your regular ones expect you to recognize them and surprise them with loyalty cards and discounts, so that they feel more valued and delighted.

Customer Satisfaction 72

Customer Satisfaction Reference Brand Values Sales 72

Myra Golden

AUGUST 8, 2018

I read that the average customer service call lasts two minutes longer than it needs to. And from personal experience in my own business and my years of customer service work, I believe this. Twenty years ago I began teaching a conversation control technique called Ask 3 Closed-ended Questions Back-to-Back. I learned the technique from a consultant I hired to work with my employees in a call center in Tulsa.

Call Center 75

Call Center Consulting Customers Customer Service 75

Experience Matters

AUGUST 7, 2018

Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. In this series of posts, we debunk these myths. CX Myth #1: The Customer Is Always Right What’s Wrong: Like all human beings, customers aren’t always right. They sometimes complain when the company did nothing wrong, request things that the company can not or should not provide, and periodically just make mistakes.

Customers 98

Customers Customer Experience 98

Amity

AUGUST 6, 2018

Prospects invest a great deal of time researching the right solution. Throughout the evaluation process, a number of solutions (likely your competitors) are being considered, a few individuals from different departments are weighing in ( the average decision group consists of 5.4 people ) and the prospect is really kicking the tires on your trial. So why should they become your customer?

Insights 73

Insights Loyalty Engagement Communication 73

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

LiveChat

AUGUST 7, 2018

Your business depends a lot on how you manage issues that your customers face on a daily basis. When you are maintaining a website, you are going to get a variety of queries and requests from your customers. There should be a systematic approach to handle the issues based on their complexity, priority, etc. By streamlining the workflow of your customer service department , you can enhance the customer experience and manage their expectations.

Customer Service 68

Customer Service Sales Customers Customer Satisfaction 68

ShepHyken

AUGUST 6, 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. 8 Tips for Delivering Authentic Customer Support by Tamina Steil. (CustomerThink) Whether a support delivery is good or bad depends largely on its authenticity.

Article 67

Article Customer Service Social Media 2018 67

Second to None

AUGUST 9, 2018

The overarching goal of any brand is to encourage consistent profitability, but sometimes these profits do not tell the whole story. Not every dollar is earned equally, and if your platform is reliant upon the wrong stream of cashflow it could have permanently damaging effects. Rather than creating an organizational philosophy solely focused on improving the bottom line, the best organizations are focusing on optimizing each individual’s experience with your brand, as a tool to improve the botto

Net Promoter Score 63

Net Promoter Score Telecommunications Voice of Customer NPS 63

ijgolding

AUGUST 6, 2018

I often write my blog posts and articles whilst travelling on either a train or an aeroplane. Although I can also be found hunched over my laptop keyboard in hotel rooms at twilight hours, the confined space of a metal tube travelling at high speeds is the perfect environment for me to commit my thoughts into words. The irony (life is full of so many of them) in me choosing to make use of travelling time to write about my favourite subject, is that the experience of travelling on either a train

Customer Experience 59

Customer Experience Travel Transportation Airlines 59

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Magellan Solutions

AUGUST 6, 2018

“We live in a world where your online reputation can be your strongest asset or your biggest liability,” a Forbes article stated. This is true as information is just a click away. Anybody can access the internet and write anything about you and your business. Now, the ultimate question is this: how to build brand reputation ? Brand reputation is pretty self-explanatory.

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Brands Customer Service Feedback Definition 128

ShepHyken

AUGUST 8, 2018

Some people are just naturally good at providing great customer service. They are people pleasers. They pay attention to details. And, it seems to come naturally to them. So, are they born with it, or do they learn it? How do they recognize that this is what they are good at? Just a few weeks ago I went through an exercise and one of the questions was about my “entrepreneurial DNA.

Customer Service 87

Customer Service Customers Banking Customer Service Training 87

Second to None

AUGUST 7, 2018

The following article is a guest submission written by Laura Gayle. Laura is an experienced writer who currently works for Business Woman Guide. If you are interested in submitting a guest article to the Second To None blog, please send over your ideas to danielb@secondtonone.com. . You may have an attractive website, high-quality products, and great prices.

Voice of Customer 63

Voice of Customer Sales Customer Centricity Definition 63

One Millimeter Mindset

AUGUST 8, 2018

What happens when we become professionally compelling to clients? For starters, clients invite us to their business tables. As resources. Even when no “apparent” business opportunities exist. Over time, becoming professionally compelling positively impacts client experience. Think of the implications of this professional innovation strategy on customer success and customer retention.

Seminar 53

Seminar Workshop Customer Retention Innovation 53

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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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