InMoment XI
JUNE 5, 2017
Employee engagement is well accepted as a Key Performance Indicator of thriving organizations. But while engagement has been regularly measured for decades, engagement levels have largely remained unchanged. Gallup, who tracks U.S. employee engagement in their annual State of the American Workplace report, has reported that roughly 70 percent of U.S. employees are not engaged.
Experience Investigators by 360Connext
JUNE 5, 2017
Seems obvious, right? It’s hard to have customers if you don’t have sales. True. But what happens after the sale? What happens when you are trying to establish relationships with prospects but don’t know what will hurt the relationship later? Too often, organizations with great intentions sabotage their customer’s experience before it even starts!
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Customer Bliss
JUNE 6, 2017
Episode Overview. Brad Olson talks with me about his work to velocitize the member experience at Peloton, and creating a movement and a beloved brand. Peloton is a mission based company that deliberately crafted every element of its experience, from the build of the bike to its delivery, usage and even helping people move their bike from one home to another.
Beyond Philosophy
JUNE 5, 2017
One of the annoying things about business travel is that you tend to need things in your hotel room at the worst time. More shampoo when you’re still in your pajamas. A mending kit to repair a button in time for your dinner meeting. The hotel staff, while generally helpful and accommodating, has other things to do. So you wait. It’s not the best customer experience, but if you travel often, you learn to live with it.
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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.
InMoment XI
JUNE 8, 2017
Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. As marketers and CX professionals, we care a lot about what our customers think. No opinion matters more than theirs. So, we often ask them for it. “What did you think about this? Did. View Article.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Kayako
JUNE 8, 2017
One of the biggest mistakes when measuring customer experience is focusing on what your team is doing instead of what your customers are experiencing. Metrics like time tracking, productivity, and performance take the front seat, but often don’t relate to the experience your customer receives or how they feel about it. Average reply time, first response time, and the overall volume of conversations can give you useful insights into the productivity of your support but they each have flaws.
Beyond Philosophy
JUNE 7, 2017
Trust in the four major global institutions, namely government, business, media and non-government organizations, has taken a massive knock in the last several months, to the point where rebuilding trust has not only become a nice-to-have, but an absolute imperative, if these institutions are to survive. This is according to the 2017 Edelman Trust Barometer , a survey which tells a pretty dire tale of the disintegrating trust people feel in established institutions.
InMoment XI
JUNE 5, 2017
Employee engagement is well accepted as a Key Performance Indicator of thriving organizations. But while engagement has been regularly measured for decades, engagement levels have largely remained unchanged. Gallup, who tracks U.S. employee engagement in their annual State of the American Workplace report, has reported that roughly 70 percent of U.S. employees are not engaged.
ShepHyken
JUNE 6, 2017
Bryan Eisenberg Tells Us The Secrets of Amazon’s Success. How can your business be more like Amazon? Shep Hyken interviews Bryan Eisenberg co-author of the book, Be Like Amazon: Even a Lemonade Stand Can Do It. First Up: Shep Hyken’s opening comments focus on how any company can improve their customer service, by thinking about how they can become more convenient for their customers.
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
ReviewTrackers
JUNE 7, 2017
Customer experience looked very different in the early 1900s than today. At that time, customers were just beginning to experience the option to return items, for example. This type of experience was unique and part of a new type of consumer culture. Today, customers still want an experience that exceeds their expectations, but the experience itself has transformed to become more complicated and complex than ever before.
Customer Bliss
JUNE 8, 2017
RSS reader FeedSpot just voted our blog the No. 1 customer experience blog on the Internet, via a few of the following factors: Google reputation. Google search ranking. Influence and popularity on social media. Quality and consistency of posts. An editorial team/subject matter expert review. I’m incredibly honored to be No. 1 on their customer experience blog list.
InMoment XI
JUNE 8, 2017
Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. As marketers and CX professionals, we care a lot about what our customers think. No opinion matters more than theirs. So, we often ask them for it. “What did you think about this? Did.
CustomerGauge
JUNE 6, 2017
As businesses in the telecommunications industry continue to battle for customer loyalty, one company sets itself on the right track to become the most customer centric data center provider. Colt Data Centre Services combines its 15-year experience of designing, building and managing data centres with its strong commitment to customer experience and loyalty.
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
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ShepHyken
JUNE 7, 2017
Every week, I’m asked, “What is changing in customer service?” The expected answer is that I’ll talk about all the new ways customer service and support is conducted – and I do. There’s self-service solutions that include robust frequently asked questions and video. There’s social media customer service with multiple channels like Facebook and Twitter.
OpinionLab
JUNE 8, 2017
In my last blog , I explained why listening to customers can provide greater customer understanding than merely observing their behavior. Many companies seem to agree as evidenced by the number of Voice of the Customer (VoC) programs that exist and increasing amounts of feedback consumers are being asked for. And yet despite all of the customer feedback that is being generated—whether direct or indirect—many organizations still don’t truly understand their customers.
Kerry Bodine
JUNE 7, 2017
JetBlue built its brand on being a different kind of airline. At a time when other US-based airlines were cutting leg room, eliminating meals, and charging for bags, JetBlue gave flyers room to stretch, provided free yummy snacks, and resisted financial pressure to nickel and dime its customers with fees. The airline seemed to know it had a good thing going.
Experience Matters
JUNE 7, 2017
Temkin Group announces the release of the 2017 Temkin Trust Ratings. Based on a study of 10,000 U.S consumers, the ratings benchmarks the level of trust that consumers have with 329 companies across 20 industries. H-E-B and Mercedes-Benz tied for the tops spots, followed closely by USAA (for banking and insurance), and Navy Federal Credit […].
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
JUNE 5, 2017
Each week I read a number of customer service and experience 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. 11 Tips to Save Your Retail Business From Extinction by Anne Pilon. (Small Business Trends) Brian Solis gives an overview of the top trends that retail businesses can use to survive and thrive in today’s environment.
NICE inContact
JUNE 7, 2017
What brands come to mind when you think of good customer service? Immediately for me, it’s USAA, Amazon and Nordstrom. USAA is always available, offers multiple ways for me to contact them, is always pleasant and gets me to a resolution almost always on the first try. Amazon, again, provides me with multiple ways to contact them, and has a great self-service service site.
transcosmos Information Systems
JUNE 8, 2017
Technology is getting smarter day by day, and digital users couldn’t be happier. As cliché as it sounds, anyone can practically do anything online with the click of a button. From asking for information, ordering food, giving feedback, making a purchase, locating places, getting a ride, name it, and there’s probably a bot for it. Bots are computer programs that have been in development as early as the 1960s.
Influitive
JUNE 9, 2017
Listen, if you’re an online community manager, or are responsible for the success of an online community, you might want to know this: According to Gartner, 70 percent of online communities are destined to fail. But wait. There’s more. Despite the billions of dollars being poured into online communities, almost 70 percent of customers never.
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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?
Heart of the Customer
JUNE 6, 2017
A few weeks ago, I found myself flying Air Canada for the first time. There were multiple issues – both flights were delayed without notification, three flights were scheduled from the same gate within an hour, leaving nowhere to put all the passengers, and agents didn’t have working scanners so had to manually write down […]. The post Sometimes, meeting customer promises isn’t so impressive. appeared first on Heart of the Customer.
NICE inContact
JUNE 6, 2017
How inContact “Walks the CX Talk”. inContact believes that the customer experience (CX) and the customer’s satisfaction are critical to the long-term success of our business. After all, the entire foundation behind inContact and our solutions is to help contact centers transform their customers’ experiences! We genuinely believe in the power of customer experiences and take steps every day to prove our commitment to our customers. inContact certainly feels an ethical responsibility to drive exce
Amity
JUNE 9, 2017
Playbooks are a CSM’s best friends. When leveraged properly, playbooks allow your team to spend less time planning and worrying, and more time actually getting stuff done. Amity asked the experts from the Waterstone Management Group about the challenges facing CSMs when working with playbooks to drive adoption. When it comes to adoption, what are the biggest hurdles facing Customer Success teams?
Avaya
JUNE 5, 2017
The novelty of free, public Wi-Fi networks is gone—connectivity has become an expectation. Steep competition among leading smartphone manufacturers and improvements in cellular networks have driven the always-on era, fuelled by data-hungry Gen Y and Millennials, which are padding adoption figures and expanding the possibilities of brand engagement through devices.
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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