ShepHyken

SEPTEMBER 15, 2017

This week we feature an article by Lindsay Tjepkema who writes about how artificial intelligence marketing (AIM) is becoming more important to our success in engaging with customers. Recently I have read and written a lot about AI and as technology improves and acceptance grows AI will have a strong role in customer service. – Shep Hyken. Artificial intelligence (AI) and all of its many uses have seen massive amounts of growth throughout the last year.

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Customer Engagement Blog Engagement Marketing 194

InMoment XI

SEPTEMBER 14, 2017

Digitalization is transforming businesses throughout the world and customer experience is a key component. According to SAP’s recent Digital Transformation Executive Survey, 84 percent of companies globally believe digital transformation is important or critically important to their survival in the next five years. The top 100 are 58 percent more likely to cite customer empowerment.

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Article Customer Experience Customers 200

Customer Bliss

SEPTEMBER 12, 2017

Episode Overview. Rachael walks us through her path to provide Cisco with crucial information that created insights around Cisco’s customer base — and how she is building capabilities inside the organization to value customers, show impact, and focus on their priorities. . About Rachael. Rachael McBrearty is Chief Creative of Customer Insights and Experience at Cisco.

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Beyond Philosophy

SEPTEMBER 13, 2017

When you are making decisions, you carefully consider all the facts and factors that present in a logical and orderly process, right? Not so fast. You rarely make decisions this way—and neither do your customers. The truth is that psychological principles often influence the decision-making process; you might even say take over. But don’t feel bad that you didn’t know.

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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.

Customer Experience

ReviewTrackers

SEPTEMBER 15, 2017

Fans expect more than a win when they go to a baseball game, and that is evident when it comes to the New York Yankees. While the Yankees are one of the most successful sports franchises in history, Yankee stadium is rated No. 26 out of the 30 baseball stadiums in Major League Baseball. That’s according to the new 2017 Voice of the Fan Report by ReviewTrackers, which shows that the stadium of the Yankees, an iconic baseball team, doesn’t deliver an experience that meets fan expectations, even fo

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ijgolding

SEPTEMBER 12, 2017

As we head into the middle of September, as many people are reaching towards the back of their wardrobes to find their winter jumpers as are looking for their shorts and t-shirts. Whether you are revelling in the thought that summer is coming, or despairing at the reality of short days and long nights, the month of September is an annual signal of impending change.

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Customer Experience Customer Centricity Definition Government 142

Bob Hayes

SEPTEMBER 11, 2017

Customer surveys are the foundation of many CX programs. Improvements in the content of these surveys, however, have not changed for decades. Businesses now have a plethora of data sources to help them understand their customers. The use of these Big Data sources will necessarily impact the type of questions you need to ask in your customer survey. Figure 1.

Loyalty 101

Loyalty Metrics Customer Relationships Call Center 101

ProProfs Chat

SEPTEMBER 13, 2017

What is the burning desire of every business? Increase market share through customer loyalty! What is the major cause of losing customers in an e-commerce environment? Unaddressed customer “pain points”. Pain points are the chronic issues (or even new ones) that have been unresolved for extended periods of time. Business analytics and data mining reports show too many customers signing out of memberships or walking out of websites, leaving behind full shopping carts.

E Commerce 104

E Commerce E-support Call Center Loyalty 104

OpinionLab

SEPTEMBER 12, 2017

You’d have to have been starved of internet access not to realize the Game of Thrones (or GoT for short) season finale aired recently. I’m a big fan of the show, having seen all episodes and read all the books. Maybe due to the combination of this passion and my obsession for CX (not to mention a couple glasses of Dornish wine ), it suddenly hit me: the CX landscape is as complex and changing as the power struggle in GoT.

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NPS Net Promoter Score 2003 Measurement 94

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

Call Center

ShepHyken

SEPTEMBER 13, 2017

The words you say, the way you act, and your attitude toward your job and your customer are sometimes the difference between satisfactory and amazing. This became evident as I was having lunch with Tracy Nieporent, one of the partners at Myriad Restaurant Group. They are the successful owners of the famous Nobu restaurants , Tribeca Grill , and several others.

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Customer Service Training Reference Communication Customer Service 94

Experience Matters

SEPTEMBER 11, 2017

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2017. The research examines Net Promoter Scores® (NPS®) and the link to loyalty for 58 tech vendors based on feedback from 800 IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous five years. Here’s the executive summary: For the sixth year in a row, we looked at the correlation between NPS and loyalty for technology vendors.

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2017 NPS Net Promoter Score B2B 106

Martin Hill-Wilson

SEPTEMBER 12, 2017

I’m half way through facilitating the redesign of key customer journeys across a particular b2b lifecycle. As you might imagine new purchasing behaviours and online competitors have made the search for a viable business model something of an urgency. One that these days is most often summarised as needing to become a ‘digital first’ business.

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Workshop B2B Customer Journey Customers 112

Eptica

SEPTEMBER 13, 2017

Date: Wednesday, September 13, 2017 Taking the 10 steps to CX differentiation. Published on: September 13, 2017. Author: Olivier Njamfa Do you really know what your customers think of the experience your business is delivering? At this year’s Gartner Customer Experience & Technologies Summit , analyst Ed Thompson explained that there is often a wide gap between what consumers expect and what companies are delivering.

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2017 Metrics Customer Journey Social Media 65

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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

SEPTEMBER 11, 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. A Pop Culture Guide to Customer Care Training by Matt Searfoss. (TCFCR) Looking for a guide to build your customer care training session off of?

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2017 Article Customer Service Customer Service Training 81

Heart of the Customer

SEPTEMBER 12, 2017

Creating a compelling vision is one of the trickiest aspects of an effective customer experience (CX) program. A solid CX vision aligns teams, allowing your front-line employees to decide how best to serve the customer without needing to escalate. Capital One 360 focuses on simplicity. They refuse to implement a new program or product without […].

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Customer Experience Customers 92

West Monroe

SEPTEMBER 14, 2017

One of the best things about our profession is the opportunity to meet and collaborate with so many talented and interesting people at our clients and in the community. This blog series introduces some of the executives with whom we work and spotlights the ways they are leading and making their mark, both personally and professionally. Curtis Kopf, Premera Blue Cross.

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Healthcare Airlines Customer Centricity 2015 89

ReviewTrackers

SEPTEMBER 14, 2017

Citations are an important part of any local business’ ability to market themselves in an organic and effective way. They’re definitely your best friend if you’re trying to improve your visibility on local search engine results pages (SERPs) , or when you’re looking to protect and strengthen your online reputation across multiple digital properties.

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Social Media Consumers Feedback Download 56

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

Natalie Petouhof

SEPTEMBER 12, 2017

Tweet Whether you are a CEO, a CIO, a CTO, a CMO or the head of Customer Experience, Customer Service or Digital Transformation, you know software can be an amazing invention. It can be part of the key to digitally transforming your businesses in so many ways. In fact, here’s just a few of the ways digital transformations can take shape… Digital Transformation and Software can help in the area of human capital by: Increasing employee engagement, creating a passionate culture, increas

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Competitive Advantage Innovation Culture Technology 56

Magellan Solutions

SEPTEMBER 11, 2017

Many companies rely on the services of outbound call centers to help them increase their sales and profits. Whether that is for a recurring time of their business operations, like during the Christmas season, or for a one-time promotional and marketing campaign of a new product, outbound call center agents act as a company’s additional sales team with a customer service role as well.

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Call Center Sales Hospitality Customer Service 53

CSM Magazine

SEPTEMBER 10, 2017

Customer Service Week is a time for employers to celebrate their hard-working customer service teams—those on the frontline who are the unsung heroes of delivering a positive customer experience. But a good customer experience isn’t as simple as it often seems. As we celebrate those who work hard to serve and support us, we’ll take a look at what it really takes to deliver incredible service and what we can do to support those who support us.

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Customer Service Customer Service Representative Retail B2C 49

Clarabridge

SEPTEMBER 14, 2017

By: Barbara Hoffman, Product Marketing, Clarabridge. Henry Ford once said “It is not the employer who pays the wages, employers only handle the money. It is the customer who pays the wages.”. When you focus on the customers, they certainly do pay wages. In fact, customer-centric companies are 60% more profitable compared to companies not focused on customers.

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Customer Experience Customer Centricity NPS Customers 53

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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?

Customer Experience

NICE inContact

SEPTEMBER 13, 2017

For most of us, Labor Day signals the end of the summer season. Families squeeze the last drops of vacation before school restarts and life resettles into ordinary time. For hospitality leaders like Carlson Rezidor, this last push of the season brings high volumes of reservations across its properties along with high expectations for exceptional customer experiences.

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Contact Center Customer Experience Hospitality Hotels 49

8x8

SEPTEMBER 14, 2017

For retailers, clear communications between customers, employees and suppliers is critical for increasing business productivity and accelerating revenue growth. Town Fair Tire , a New England-based tire business with 1,800 employees and over 95 stores across six states, values the long-standing relationships it has developed with both consumers and wholesale customers such as auto dealerships, repair shops and other outlets.

Communication 48

Communication Retail Contact Center Call Recording 48

Talkdesk

SEPTEMBER 11, 2017

The final stop on our 2017 Talkdesk Road Show is Austin, Texas on Sept 13th! Don’t miss out on this chance to learn about the latest technologies that can help you increase customer satisfaction and improve agent engagement. This is a free opportunity to hear from industry thought leaders on how to create an intelligent, efficient and customer-aware contact center through cloud, mobile and AI technologies.

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Contact Center Events Social Media 2017 47

Michelli Experience

SEPTEMBER 14, 2017

__. Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli. Save Save. The post {Infographic} When It Matters Most appeared first on Joseph Michelli.

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Consulting Customer Experience Customer Experience Design Customers 45

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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