CX Accelerator

APRIL 11, 2018

Do you ever feel like you're in "survival mode," running from one crisis to another, just trying to get through the day? The moment you stomp out one fire, the sparks start flying in five other directions. Or, you look at your to-do list at the end of the day, and realize that it's not just that you didn't spend your time coaching your team or any of your other big priorities; your list for tomorrow is also filled with distractions that won't do anything to help your team accomplish what matters

Customer Experience 182

Customer Experience Wireless Leadership Books 182

Customer Bliss

APRIL 11, 2018

After studying hundreds of forward-thinking organizations and leaders, I’ve observed six actions that build companies that show up as “make-mom-proud” companies: meaning that they grow, by taking actions in their business congruent to those valuable life lessons we all learned as kids. These actions are explored in my upcoming book, Would You Do That To Your Mother?

Hotels 209

Hotels Insurance Books Banking 209

TechSee

APRIL 10, 2018

As businesses increasingly realize that leveraging the power of technology creates a clear competitive advantage, the future of the BPO industry has become dependent on its willingness to adopt new growth and BPO technology trends that will serve as a value multiplier for their offerings. BPO Technology trends: Blessing or Curse? Many BPOs that have built the core of their businesses on the provision of human labor or Full Time Equivalents (FTEs) are wary of automation and its outcome.

Call Center 139

Call Center Technology Competitive Advantage 2016 139

Customer Guru

APRIL 10, 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 are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves.

Consulting 110

Consulting Customer Service Customer Centricity Travel 110

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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

CX Accelerator

APRIL 11, 2018

Do you ever feel like you're in "survival mode," running from one crisis to another, just trying to get through the day? The moment you stomp out one fire, the sparks start flying in five other directions. Or, you look at your to-do list at the end of the day, and realize that it's not just that you didn't spend your time coaching your team or any of your other big priorities; your list for tomorrow is also filled with distractions that won't do anything to help your team accomplish what

Customer Experience 140

Customer Experience Wireless Leadership Books 140

Beyond Philosophy

APRIL 9, 2018

Honest feedback from your customers is the best way to improve any hiccups in your Customer Experience. Social norms, however, can get right in the way of getting that honest feedback, at least in some instances. Overcoming the obstacle of social norms is a crucial activity for today’s Customer Experience professionals. We have X surefire ways to get your customers to talk.

Culture 104

Culture Feedback Travel Customer Experience Professionals 104

ShepHyken

APRIL 9, 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. 3 Ways Amazon Has Raised the Bar on Customer Experience by Joey Coleman. (destinationCRM) Customers across industries now expect a better overall experience thanks to Amazon, and here are a few ways your business can follow their lead.

Net Promoter Score 88

Net Promoter Score Article 2018 Customer Service 88

TechSee

APRIL 9, 2018

Visualization and automation are two fundamental innovations that are currently transforming the customer service industry. The team at TechSee is committed to the research and development of these technologies in the domain of customer care. We’ve made significant progress breaking down the customer care process from unboxing and installation through technical support and troubleshooting, with the ultimate goal of creating an autonomous Virtual Technician.

Customer Care 111

Customer Care Innovation Consumers Technology 111

Customer Bliss

APRIL 11, 2018

If you look back on your career journey, do you recognize specific skills and experiences that paved the way for you to succeed in your current role? In today’s episode, I revisit conversations with two customer experience leaders in healthcare, Geeta Wilson , VP of Consumer Experience – Enterprise Transformation at Humana , and Jackie McAtee , who at the time, was vice president of marketing and customer experience for Mayfair Medical Imaging.

Customer Experience 135

Customer Experience Healthcare Events Hospitality 135

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

Beyond Philosophy

APRIL 13, 2018

A lot of business professionals talk about customer loyalty. However, if I’m totally honest, they often don’t know what they are talking about. Or they do know what they are talking about, but what they are talking about is not customer loyalty! Many of the organizations I have worked with say that customer loyalty means, “the customer buys everything from us.

Loyalty 83

Loyalty Rewards Programs Consulting Sales 83

QuestionPro Audience

APRIL 11, 2018

The importance of sample size determination. Are you ready to survey your research target? Research surveys can help you gain insights from your target audience. The data you collect gives you insights to meet customer needs, leading to an increase in sales and customer loyalty. Sample size determination is imperative to the researcher to determine the right number of respondents, keeping in mind the quality of the research study.

Definition 87

Definition Multi-Channel Insights Measurement 87

ShepHyken

APRIL 10, 2018

Use Moments of Magic to Transform Customers Into Superfans. How can you get happy customers to become your greatest marketing tool? Shep Hyken sits down with Lars Kristensen, founder of NiceJob , to discuss the importance of customer reviews and making them effective marketing tools. ? ? ? ?. . Top Takeaways: Lars explains how marketing is often based a company’s budget, not the kind of work or product they delivered.

Social Media 85

Social Media Reference Feedback Marketing 85

ReviewTrackers

APRIL 11, 2018

The state of social media today isn’t the same as it was a few years ago. In a rapidly evolving landscape, marketers must continue to keep an eye on industry trends and stay up to date with the latest social media marketing statistics. Here are some numbers to help you achieve a Big Picture view of social media marketing in 2018. Social Media Marketing Statistics.

Social Media 83

Social Media 2018 Marketing Retail 83

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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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Second to None

APRIL 12, 2018

The following article is a guest post submitted by POSbistro, an organization dedicated to helping restaurant improve the experience they provide via enhanced technology: If you are interested in submitting a guest post to the Second To None blog, please reach out to danielb@secondtonone.com with your idea. In order to establish a strong understanding of customer insights, restaurant managers may want to consider investing in a customer database to collect important data, key insights, and tren

Insights 67

Insights Marketing Social Media Loyalty Programs 67

Oracle

APRIL 11, 2018

“Not only can we excel in commerce and engagement, but we can impact people’s lives and make a difference in this world.” — Roger Rohatgi, Creative Director, Object Edge. Object Edge was announced the winner of the Modern CX Hackathon yesterday at Oracle Modern Customer Experience 2018. Object Edge is a new team to the “Hack a Smarter Customer Experience” competition, and Roger Rohatgi, Creative Director for Object Edge, says the inspiration for their solution

2018 76

2018 2017 Customer Experience Engagement 76

ShepHyken

APRIL 13, 2018

This week we feature an article by Jaime Bailey who explains why your company is best served by considering every possible source of insight about customer behavior, goals, and expectations, and implementing the tools that most effectively serve your needs. – Shep Hyken. As has been widely noted in today’s marketplace, your customers’ opinions and expectations – for good or bad, reasonable or not – are your company’s new benchmark.

Contact Center 82

Contact Center Feedback Blog Customer Journey Mapping 82

PeopleMetrics

APRIL 9, 2018

Do you know any CX professionals who started out in market research? Chances are you probably know someone; and if you don't, look no further! Like many of my peers, I too broke into the customer experience space by way of the market research world—working at a large firm on a variety of highly valuable market research programs before founding PeopleMetrics in 2001.

2001 70

2001 CEM Marketing Voice of Customer 70

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

Amity

APRIL 9, 2018

For Customer Success Managers, it’s tricky to map out a timeline as to when to start approaching customers to prepare for their upcoming renewal. If you are working towards becoming more proactive, then you’ll know that being surprised and not having enough time to think things through should be avoided at all costs. Remember, you don’t want your customer to have to go through that either.

Document 95

Document Presentation Management Measurement 95

Oracle

APRIL 12, 2018

The SmarterCX team explored the floor at Modern Customer Experience, talked with exhibitors about their cool, innovative technology and how they’re elevating customer experiences. Here are some of our favorite showcases. Live from the floor at #ModernCX , the #SmarterCX team chatted with Chicago-based canine therapy org @CTCorps and their adorable pups. pic.twitter.com/5Q0Xxw0znT. — SmarterCX (@SmarterCX) April 12, 2018.

2018 75

2018 Hospitality Innovation Events 75

ShepHyken

APRIL 11, 2018

A potential client called for help. His plea was, “We are so NOT customer-focused, and we need to be!” He then shared what may be one of the most crystal-clear examples of the difference between a company that is customer focused and one that isn’t. By the way, the name of the company has been “changed to protect the innocent,” as they say. We’ll refer to them as Company X.

Customer Focused 99

Customer Focused Touchpoint Banking Culture 99

Centriam Customer Experience Lab

APRIL 11, 2018

Scott Brinker's most recent Marketing Technology Landscape famously touts 5,381 different software solutions. Software choices are obviously growing, but this abundance of choice fuels confusion. This bewilderment is further fanned by aggressive marketing and an alphabet soup of technology acronyms. So which technology should you turn to improve your customer experience?

Technology 87

Technology CEM Customer Experience Customers 87

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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

APRIL 11, 2018

Global business process outsourcing (BPO) presents some formidable challenges for Webhelp Nordic. The company handles customer service for 30-plus clients based in five different countries—Sweden, Denmark, Norway, Finland and Latvia—including numerous international brands in the retail, streaming media and insurance industries. And those clients have customers of their own, often in different countries.

Social Media 64

Social Media Insurance Retail Presentation 64

Strativity

APRIL 11, 2018

As the healthcare industry increases digital touchpoints and capabilities, healthcare consumers are becoming more engaged and are demanding an improved patient experience. That includes making interactions easier, making more informed, fact-based decisions, and being more proactive in improving their own health. The availability of this richer information provides improved customer insight.

Healthcare 67

Healthcare Multi-Channel Touchpoint Hospitality 67

Comm100

APRIL 12, 2018

While the internet has opened up new markets for businesses around the world, it has also allowed competition from companies globally. In the 21st century, many companies are facing hordes of competition in almost every market. This level of competition has increasingly led companies to research for new ways to get customers while retaining their existing customer base as well.

NPS 62

NPS Measurement Customer Experience Net Promoter Score 62

CX Journey

APRIL 11, 2018

Image courtesy of Pixabay Does your CEO - and your entire leadership team - really care about their employees? I had another blog post in the hopper for this week, but when this article came across my desk, followed by a phone conversation with Bob Chapman, I knew I needed to write something different, something that is top of mind for me now - and often - as I work with my clients.

2012 67

2012 Leadership Magazine Culture 67

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

Contact Center