Experience Investigators by 360Connext
FEBRUARY 9, 2018
No matter what language they speak, there’s typically a barrier between the language brands use internally and the language customers use while trying to get something done. Yet it really isn’t what they hear, but how it makes them feel and what it makes them want to do next. Does it drive the next best action, or leave them scratching their heads and dropping out of the journey?
Customer Bliss
FEBRUARY 9, 2018
The following post is an excerpt from my book: Chief Customer Officer 2.0. Below, I share a “My Rock, My Story” snippet – which is one of many featured throughout the book. These stories come from CCOs who have faced numerous challenges, yet persevered in pushing their metaphorical “rock up the hill” by uniting their leadership teams, working through challenges, and ultimately achieving success in doing so.
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TechSee
FEBRUARY 5, 2018
Visual experiences are gaining traction within customer interactions. Visual engagement has been proven especially effective across a wide range of sales, marketing and customer service and support scenarios, providing the quickest route to success and resolution in a number of use cases. One of the most common use cases for visual engagement in customer service is when visual proof is required to solve issues such as billing disputes, invoice clarification, contract misalignment, personal detai
Beyond Philosophy
FEBRUARY 8, 2018
You are irrational. Your friends are. Your manager is. I am, too. Unless you know a Vulcan, everyone you know is irrational. People are irrational by nature. In my latest book, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level my co-author Professor Ryan Hamilton of Emory University and I explore the influence of our emotions on our behavior as customers.
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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.
Lumoa
FEBRUARY 6, 2018
The future of customer experience is decided. Isn’t it? Probably not. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you. Some time ago we released the first part of the interview answers, and this week guests are Lynn Hunsaker, Peter Lavers, Jane Treadwell-Hoye, Melinda Gonzalez, Matt Dixon, Vicki Amon-Higa and Raul Guillermo Amigo.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
FEBRUARY 9, 2018
Dräger – An innovative platform leads to an improved customer experience Dräger, an international leading company in medical and safety technology, has carried out customer satisfaction studies worldwide for a number of years. At the beginning, only relational surveys were conducted in intervals of up to three years. The survey was in the form of.
CX Accelerator
FEBRUARY 3, 2018
Using DiSC in a customer service context to enhance both the customer and the agent experience. There is a plethora of training options available to service leaders who are looking to enhance the communication skills of their agents. Having had exposure to many of these, DiSC is my top choice with the most significant impact. Having now studied DiSC and received my credentials as a certified facilitator, there is no mystery why the tool is so great for a customer service environment.
Oracle
FEBRUARY 8, 2018
Smile and dial, focus on interactions, list build, stay organized, always have a reason to call. These timeless sales principles have been preached in countless sales trainings, team meetings, and one-on-one sessions, decade after decade. “Live by these rules, and riches will abound,” they say. Well, that usually does get you by. And if your intention is to cruise to 100% quota attainment by the quarter’s end, perhaps these principles suffice.
ShepHyken
FEBRUARY 9, 2018
This week we feature an article by Kristin Erikson writes shares great customer service training tips and ideas that will help your company build brand advocacy. Remember customer service training is not something you di, it’s something you do. – Shep Hyken. What is the most important thing you can do to improve relationships with your customers?
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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.
InMoment XI
FEBRUARY 9, 2018
Dräger – An innovative platform leads to an improved customer experience Dräger, an international leading company in medical and safety technology, has carried out customer satisfaction studies worldwide for a number of years. At the beginning, only relational surveys were conducted in intervals of up to three years. The survey was in the form of.
Beyond Philosophy
FEBRUARY 5, 2018
The new cashierless Amazon Go store is open for business in Seattle , and it could revolutionize the way we shop. At least that’s what some people think. Personally, I’m not so sure. Amazon Go is an 1800 square foot market, with a mix of prepared foods, typical convenience store merchandise and the kinds of grocery items you’d normally find at Whole Foods, which Amazon also owns.
Win the Customer
FEBRUARY 6, 2018
Still looking to make some resolutions for 2018? Don’t forget to make a few for your small business, too. Much like in your personal life, you can take a number of proactive steps this year to positively impact your business. Plus, what business couldn’t benefit from generating more revenue or fostering better customer relationships? Here are four New Year’s resolutions every small-business owner should consider striving for this year. 1.
Bob Hayes
FEBRUARY 5, 2018
Data science methods and related tools (i.g., predictive analytics, machine learning) can help companies improve their customer success programs by answering 5 important questions about customer churn, including what is the current churn/retention rate (e.g., descriptive analytics), who is at risk for churning (predictive analytics), what actions can prevent churn (i.e., prescriptive analytics) and more.
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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InMoment XI
FEBRUARY 8, 2018
Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. As a customer-centric business, decisions should always be made based on customer benefit. This requires a precise understanding of how customers experience the business at the various interaction touchpoints and of where opportunities for improvement exist.
Kayako
FEBRUARY 7, 2018
Support reps get tons of training from the moment they start their job—whether it’s on products, new feature launches, or soft skills like communication. This is great. Training gives new hires a solid baseline to start their jobs and do them well. While training is vital, it isn’t enough to help employees grow professionally at your company or in their careers.
Experience Matters
FEBRUARY 8, 2018
It’s hard to keep up with everything that Temkin Group published in 2017, so we put together a couple of infographics to highlight some of the key data insights. The initial infographic examined CX efforts and ROI. In this infographic, we examine 12 factoids on CX ratings, people, and leadership. Below the infographic you’ll find links to download the graphic (as well as a poster), along with links to the referenced content.
Oracle
FEBRUARY 6, 2018
Artificial intelligence is no longer about bots taking over the world. It’s one of the most important and viable trends in customer experience, according to Paul Greenberg , and will only continue to be leveraged in more sophisticated ways as brands seek to get closer to the customer. The SmarterCX team recently asked consumers how they feel about artificial intelligence and data personalization, and the line between creepy and convenient interactions.
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.
InMoment XI
FEBRUARY 8, 2018
Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. As a customer-centric business, decisions should always be made based on customer benefit. This requires a precise understanding of how customers experience the business at the various interaction touchpoints and of where opportunities for improvement exist.
ShepHyken
FEBRUARY 5, 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. How Retailers Can Use Customer Experience to Compete with Amazon by Marissa Bosché. (Apptentive) In this post, we outline a few key ways that retailers can step their customer experience game up to keep their customers happy, engaged, and loyal.
UJET
FEBRUARY 9, 2018
Every year, companies like LinkedIn, Glassdoor, and Indeed put out lists of the top places to work. From hammocks and ping-pong tables to fully stocked break rooms and rooftop zen gardens, it may seem like company culture is directly tied to the amount of money you’re willing to spend. But a recent visit to a contact center, which happened to be located inside of the Perryville Correctional Facility in Arizona, proved the exact opposite: an awesome culture isn’t something that’s bought.
Influitive
FEBRUARY 7, 2018
As an Advocate Marketing Manager at Cisco, I’m always striving to make our customers happier and more successful. We’re very lucky to have established a large, global community of Cisco certified professionals who are passionate about our products and lifelong learning since we launched our training and certifications program in 1993. For example, our.
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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.
InMoment XI
FEBRUARY 6, 2018
I’ve written about this experience before, and amazingly, my experience hasn’t improved in the past couple years. It’s the coffeehouse slow and inefficient service that I’m talking about. On Saturday mornings, I frequently go with my son to grab a quick breakfast before we get to his early-morning music lesson. He always orders the same. View Article.
Customer Bliss
FEBRUARY 8, 2018
We recently learned that a good friend of ours and member of the Customer Experience Professionals Association , Diana Helfinstine , VP of Customer Experience at Essilor , the world’s largest manufacturer of eyeglasses has passed away. In tribute to Diana, who has been a pillar in the CX community, we’re revisiting this podcast episode.
Customer Guru
FEBRUARY 6, 2018
At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we started the initiative of sharing a series of interviews with top-notch CX experts in India to spread this awareness. Our guest for this week is Mr. Bipin Narang, a leading CX enthusiast in India.
ShepHyken
FEBRUARY 6, 2018
Hitting the Reset Button on Omni-channel Customer Service. Shep Hyken Interviews Murph Krajewski, VP of Marketing at Sharpen . Are you where your customers want you to be? . . ? <span data-mce-type=”bookmark” class=”mce_SELRES_start”>?</span><span data-mce-type=”bookmark” style=”display: inline-block; width: 0px; overflow: hidden; line-height: 0;” class=”mce_SELRES_start”>?
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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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