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It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. off the phone) – upsetting the least number of hurdles, extra points for a graceful gait – was the champion, the most successful, the most likely to win “customer service agent of the year.”.
Event planning is an adventure, to say the least. Locking down the venue, getting people registered, promoting it across channels, working out the logistics… the list goes on and on. Before you know it, the day arrives. Even if it goes off without a hitch, the event doesn’t end when the clock strikes 12. Success is more than a day-of checklist.
Touchpoints aren’t what they used to be. There was a time in our history when touchpoints were…finite. We could list them easily and agree easily to what they were. The list might have 5-6 things on it for a sophisticated organization. When asked, ‘how does a prospect or customer interact with your brand?’ a brand team might list something like the following. advertising. signage. in-store interactions. packaging. customer service calls.
If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies. Three key drivers are at the core of this. ROI is fundamental, as C-suite executives at leading service providers demand measurable returns from their outlay.
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
Last week, Brittany Naylor (Vice President of Customer Support for Service Direct) queued up a wonderful topic in our CX Accelerator slack channel. It was "Next Issue Avoidance" and how support leaders are bringing this critical concept to life. For those not familiar, the idea of "Next Issue Avoidance" was introduced as part of "The Effortless Experience " in 2011.
Are you struggling with the knowledge that there are many customers who have stopped engaging with your brand? Many businesses are. And they keep wondering what went so wrong that their once engaged customer completely stopped responding to their campaigns, emails and so on. Well, there is a way to find out and at the same rekindle the relationship that was once there.
Are you struggling with the knowledge that there are many customers who have stopped engaging with your brand? Many businesses are. And they keep wondering what went so wrong that their once engaged customer completely stopped responding to their campaigns, emails and so on. Well, there is a way to find out and at the same rekindle the relationship that was once there.
Touchpoints aren’t what they used to be. There was a time in our history when touchpoints were…finite. We could list them easily and agree easily to what they were. The list might have 5-6 things on it for a sophisticated organization. When asked, ‘how does a prospect or customer interact with your brand?’ a brand team might list something like the following. advertising. signage. in-store interactions. packaging. customer service calls.
Customer Experience as an industry is at a crossroads. As I have written before , the results that we should be seeing are not there. It’s time to put up or shut up. If we as an industry do not turn it around, we might see our budgets and headcounts reassigned somewhere else. In our recent podcast, we had a guest Bob Thompson, CEO of Customer Think Corp., an independent research and publishing firm focused on customer-centric business management and the founder and editor-in-chief of CustomerTh
This is the last part of a three-part blog series based on the three questions I’ve been asked most frequently over my 20 years in various research consulting roles at MaritzCX. Last month I answered the question: “How do I set goals for my CX program?” If you are interested, that blog post is here. View Article.
You’ve completed your live chat survey implementation and now you’re receiving valuable live chat survey data. You want to put this feedback to good use, but you’re not sure where to begin. Here at GetFeedback, we ran into the same situation when we applied our own live chat survey tool into our customer support feedback program. We’ve now developed a system that allows us to put this powerful customer insight to work.
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.
Organizations do not have the luxury of focusing solely on operations these days. Over the past decade, retail as an industry has changed. To survive, retailers must put the customer at the center of everything they do. That said, not everyone believes it yet. <!–more–> Not so long ago, I was having a conversation in the C-Suite of a company about Customer Experience.
Too often in my early career, I ran into a similar scenario like this. It’s Thursday afternoon and your CMO or VP calls you up and says, “Hey I need you to target a new segment of customers and start the new campaign we’ve been planning, to them before the weekend.” Panic might set-in as you realize, well crap that segment is not a true 1-to-1 pull and the weekend starts tomorrow.
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.
This week we feature an article by Christa Heibel who writes about how important employee feedback is to a successful customer service experience and high CSAT ratings. – Shep Hyken. In my past experience as both a consultant and owner/operator of a BPO, I understand that CSAT surveys tend to get all the attention. Of course, this is with good reason.
Beyond Philosophy won an award named one of the Best Management Consultancy Firms in the UK, by the Financial Times (FT). This was voted on by clients and peers, we couldn’t be more honored or proud. This bonus episode podcast explores how you can take your idea and turn it into an Financial Times Award-Winning consultancy, too. We share our 10-Step Plan for Success and ask our listeners, what would you do if you weren’t afraid?
Today, we’re doing something a little different; The Chief Customer Officer Human Duct Tape Show is in both video and audio form. I think you’re really going to enjoy this conversation between myself and Ben Steele , Executive Vice President, and Chief Customer Officer at REI. So please do listen to the full interview! I really admire REI as a brand; I actually featured them in my latest book, Would You Do That to Your Mother?
Customer experience (CX) is having a moment. More attention and more resources are flowing as organizations realize that CX just may be the centerpiece of their master plan for customer acquisition AND customer retention (not to mention employee satisfaction). In honor of Valentine’s Day this month, I asked some of the most brilliant CX thought leaders about what they LOVE about CX in 2019, and where practitioners should focus their time and attention.
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!
I’m honored to be the keynote speaker later this year at Office Pride , a franchisor of commercial cleaning service companies. All of the franchisees will be attending their annual meeting to network and learn about the latest and greatest opportunities happening in their industry. My job is to talk to them about customer service. As part of my homework, Todd Hopkins, their CEO, shared the Office Pride Culture book.
A large part of a successful social media strategy involves monitoring metrics and analyzing the performance of your posts. As Facebook is the largest network with 1.55 billion users, it is often the first site brands turn to. Thankfully there is no shortage of Facebook analytics tools to help maximize its potential. Some of these tools offer analytics for multiple social media sites, which makes sense when 91% of brands have multiple social accounts.
Inflammatory words and an aggressive tone heat up an interaction like an oven heats up a room. The five biggest mistakes I see customer service professionals make when talking to upset customers are: Aggressive tone – A direct or authoritative tone will quickly lead to an escalation in aggression or to a supervisor. Making threats – Spitting off, “Calm down or I can’t help you” will assuredly not make a customer calm down.
As 2018 wrapped up, we finished mapping three very different B2B journeys – healthcare, manufacturing, and distribution. We found one major consistency: customers in all three reported recent backorder issues. The customers were all businesses, but that’s where their similarities ended. Some were mom and pop retail storefronts; others were global manufacturers whose names you […].
ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!
Fear of customer churn can make you feel you’re standing above a trap door, like the floor could fall away at any moment. But you’re not a passive victim. We believe in data-driven, proactive customer success that lets you take control of your churn risk and strengthen your customer relationships. Reducing churn in this customer-centered subscription economy means placing the customer at the center of everything you do.
From the smallest independent store to the largest multi-national brand, every business knows they need to be on social media. Having the right tools to conduct social media analysis means you can benchmark your efforts and compare different strategies. You can see what is working and what isn’t to develop better campaigns. With internet users having an average of 5.54 social media accounts , brands often have accounts on several networks.
Why should you care about the best customer experience software in the market? Because…read along, and you’ll see why! “Well done is better than well said.”- Benjamin Franklin. Every company declares that their No.1 priority is customer satisfaction, but how many actually does? Sometimes the focus shifts into ensuring a growing revenue alone.
What is the biggest nightmare that most online businesses face? If you’re thinking customer churn then you’re right. Without managing churn it’s very difficult to grow. According to Bain & Company, a 5% improvement in customer retention can boost profits by 25–95%. What does it mean? That you should invest your time, energy (and money) in developing customer retention strategies to reduce customer churn.
The annual Cognition virtual conference is back on October 16, and this year it’s FREE! You’ll enjoy: Inspiring Keynotes from top learning industry leaders, providing fresh perspectives to help you outperform the competition. Hands-on, Skill-Building Sessions to elevate your growth, retention, and product adoption strategies. Exclusive First Look at the latest innovations from Thought Industries, empowering you with tools to grow faster.
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