Beyond Philosophy
NOVEMBER 27, 2017
Many companies seeking to improve their Customer Experience (CX) understand the importance of putting the customer at the center of everything they do. Doing it, however, flummoxes them. Not all companies have this problem though. Those that have excellent experiences, the kind that makes their brand name a household one, demonstrate actual customer-centricity in their CX.
Customer Bliss
NOVEMBER 28, 2017
Overview. How do you transform the culture and operations of your company to benefit the lives of your customers? In this episode, I chat with Sami Nuwar , the vice president of customer experience transformation at American Bath Group , about how his newly established role at ABG allowed him to create processes and operations that switched the company focus from being product-driven to being customer-driven.
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ShepHyken
NOVEMBER 29, 2017
“It’s Showtime!” Those are typically the words you hear right before hitting the stage or when the cameras start to roll in the studio. However, for John Lewis , a high-end retail department store in the UK, the retail floor is the stage and the employees are the actors. John Lewis is providing 322 employees , whom they refer to as “partners,” acting lessons at The Oxford Playhouse to help “teach them the art of outstanding service.
Alida
NOVEMBER 28, 2017
Innovative companies are getting huge results from their insight communities in less than one year. So, what’s their secret? According to Laura-Lynn Freck, senior manager for shopper and category insights at Red Bull, getting customers and stakeholders excited is table stakes, but that’s not all. At the 2017 Customer Intelligence Summit , Red Bull and two other innovative brands outlined how they made the most of their insight communities in their early days by scoring massive wins that benefitt
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Beyond Philosophy
NOVEMBER 28, 2017
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Until about a decade ago, most CX and value delivery metrics were built around tangible and quality-related elements of value – price, consistency, speed, completeness, accuracy, durability, and the like. However, it was understood that value is not just rational. Perception consists of the rational and the emotional, and even those elements which are tangible and functional have emotional underpinnings.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
ShepHyken
DECEMBER 1, 2017
This week we feature an article by Stephanie Jones about the importance of human interaction in the customer service world. While bots are helpful in many ways, the human touch is still so imperative, and so craved by the customer. – Shep Hyken. Robots are cool. I watched “The Jetson’s” as a kid and was obsessed with all the tasks robots handled. George could get showered and dressed with one robot.
Alida
NOVEMBER 29, 2017
Most executives today claim that customer experience (CX) is a top goal for their business , but Forrester’s research shows that companies aren’t making meaningful improvements in this area. At the 2017 Customer Intelligence Summit , Rick Parrish, a Forrester principal analyst servicing customer experience professionals, shared results of a recent study that shows an alarming lack of leadership in CX across all industries.
Kayako
NOVEMBER 29, 2017
We all know that emotionally, people don’t respond well to “no.” As customers we hate it, so why would you straight up say “no” to a customer request? A by-product of saying “no” is that it often results in lengthy conversations, anger, and escalations. These conversations drag on for longer than they have to and get more people involved than needed.
ReviewTrackers
NOVEMBER 28, 2017
Online reviews are a major factor in shaping consumers’ decision-making process. They serve as a research tool to help consumers make decisions about their lives, like where to eat, which bank to trust, where to get healthcare services, or where to stay on their next vacation. There are a number of review sites that today’s consumers find most trustworthy.
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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.
ShepHyken
NOVEMBER 28, 2017
The Seven Deadly Sins of Customer Experience. Shep Hyken Interviews Jeff Nicholson, Customer Engagement Thought Leader. Jeff Nicholson enlightens listeners to what he refers to as T he S even D eadly S ins of the C ustomer E xperience J ourney. He shares the importance of understanding what customers need, meeting those needs, and the best methods of delivering it to them. .
Experience Matters
NOVEMBER 28, 2017
Last week I visited Amazon Books in Dedham, MA, one of the online giant’s 13 physical retail locations. I was intrigued to see what Amazon.com would do with a physical bookstore. I didn’t know what to expect, but my initial thoughts jumped to the scene from 40 Year Old Virgin where Jonah Hill tries to buy something at an “eBay store.” The experience was great from the beginning.
Kerry Bodine
NOVEMBER 29, 2017
I got a great question this morning from some colleagues who attended of one of our recent journey mapping workshops together: “Our marketing team would like to map the prospect journey from awareness up to purchase, but there are so many entry points and no linear process. Prospects could see an ad, then read one of our whitepapers, then come to our website, and then attend a think tank—or learn about us in any other number of ways.
Andrew Mcfarland
NOVEMBER 28, 2017
The Temkin Group recently released a report about the different emotional responses customers have (by age group) after receiving technical support for their computer. This report is important because it: (1) addresses the difference between intentional and accidental experiences, (2).
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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ShepHyken
NOVEMBER 27, 2017
Each week I read a number of customer service articles from various online 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 4-Step Formula to Create Freakishly Loyal Customers by Josh Linkner. (Josh Linkner) In our transactional world of fickle customers, how do we snag the prize?
ClearAction
NOVEMBER 25, 2017
Do Customer Experience Policies Empower Growth? Lynn Hunsaker. If you love someone, set them free. Do your policies set free your customers and your employees? Policies are designed to protect, but sometimes they disintegrate — rather than protect — customer relationships. And customers’ mistrust of companies propels regulations, protests and negative word-of-mouth.
CSM Magazine
NOVEMBER 29, 2017
Kristina Evey reveals the one thing we must keep in mind when designing the customer experience. We make decisions every day, every hour, about how to run our business – how to make it better, how to make it more efficient, how to motivate our staff, how to increase revenue, how to cut costs, etc. The daily decisions are endless. But – there is one thing that is seldom considered in these decisions.
Myra Golden
NOVEMBER 27, 2017
Questions are a double-edged sword for customer service professionals. You have to ask questions to get to the root of the problem, log issues, and in general, to help customers. But, often a series of questions can sound like an interview. If we aren’t careful, back to back questions can come across as an interrogation. Years ago, when I managed a small call center, I realized that my team had to ask our customers seven questions.
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.
Kristina Evey
NOVEMBER 29, 2017
Consistency is key in many things… but I’m hard pressed to find an area as impactful as the Customer Experience. Consider the successful consistency in the branding experience of McDonald’s. Anywhere in the world that you want into a McDonald’s, you’ll quickly notice the same theme, colors, food, overall service, etc. I believe it is also fairly safe to assume that when they open a new McDonald’s franchise, they hit the ground running with knowing how many st
ReviewTrackers
NOVEMBER 27, 2017
One of the most effective ways to build and improve your online business reputation is to get more and better online reviews. Reviews, after all, are a powerful marketing weapon — and an important research tool for consumers on their path to purchase. Approximately 4 in 5 American consumers read online reviews before making a purchase decision. 79 percent do so to make sure the product or service is good, 61 percent read reviews to make sure the product or service works, and 53 percent read revi
CSM Magazine
NOVEMBER 29, 2017
According to a research conducted by McKinsey and Company, 25% of customers will leave after just one bad experience. Most businesses are not designed on big enough margins to sustain this kind of a hit – yet they risk it every day because they believe in their product or service more than their customers’ experience. From my own research and in countless discussions with CEOs and business owners, most leaders focus more effort on strengthening their products or services, not investi
Heart of the Customer
NOVEMBER 28, 2017
Join me for a live webinar that I get to be a part of on December 13th at 11am PST/2pm EST. I will be speaking with Nicole Geosits, Manager of Customer Happiness at Acuity Scheduling, and Kaan Ersun, SVP of Marketing at Solvvy, for a Solvvy webinar sharing how you and your company can win more business […]. The post CX Live Webinar appeared first on Heart of the Customer.
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Customer Enthusiast
NOVEMBER 26, 2017
I was recently asked to clarify some service industry terminology that’s being used, often interchangeably, to describe customer experience. Being that clarification often results from examining definitions, let’s start there. And since this is my blog, I’ll submit my own definitions: Customer service is a voluntary act that demonstrates a genuine desire to satisfy, if not delight, a customer.
Omnicus
NOVEMBER 28, 2017
What is a chatbot? A chatbot is a service that automates your interactions with your audience and customers. By using rules or even artificial intelligence to some degree, it lets you interact with your customers in a highly efficient manner. The chatbot service is available in applications like Facebook Messenger, SMS, Slack, Skype, etc. Why should you use a chatbot?
ClearAction
NOVEMBER 26, 2017
Business-to-Business Customer Experience Strategy Lynn Hunsaker. Before you get carried away with patterning your business-to-business customer experience strategy on the latest shiny objects, here’s a way to help you invest wisely. It’s simple: Step 1 is to sketch out the phases of “What are our customers’ processes for selecting, getting, and using the type of solution that we sell?
Amity
NOVEMBER 27, 2017
The other day, I heard a podcast in which Gary Vaynerchuk said, “If you care more about the end consumer than you care about your own self, you will win” This is the heart of Customer Success. Gary’s background is in the wine industry, which got me thinking about the way we talk about Customer Success primarily in the context of the SaaS industry - understandably so, as this is where its roots lay.
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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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