CloudCherry

JULY 10, 2019

What comes to your mind when you hear the words “good customer experience”? You might think of something simple like a well-designed video that helped you understand a product better. Perhaps, you will remember a conversation with a support rep where he/she understood your problem perfectly, and helped you resolve it in no time. Or, maybe, you will recall a sweet gesture from your favorite restaurant where they offered a complimentary steak on your birthday.

Customer Service 231

Customer Service Customer Experience E Commerce E-support 231

CX Accelerator

JULY 8, 2019

There are many ways to listen. People listen with their eyes, and with their hands (remember the movie: A Quiet Place ). Listening is a central process in the way people survive. If you are not actively listening, critical information is missed. In many cases, the actual words selected do very little to communicate the speaker's intended message. We must reach below the surface to capture the truth.

Customer Service 175

Customer Service Blog Information Feedback 175

TechSee

JULY 9, 2019

According to Gartner , organizations should strive to deliver low-effort customer experiences because simplicity is the most significant driver of loyalty. In fact, 96% of customers who experience a high-effort interaction become more disloyal compared to just 9% who have a low-effort experience. To help companies improve their Customer Effort Score (CES), we’ve compiled a list of 10 call center mistakes that often result in high customer effort.

Call Center 143

Call Center Contact Center Effort Score Average Handle Time 143

Sampson Lee

JULY 10, 2019

Heads up! Expecting growth through CX-related programs, departments and tech is actually creating havoc in customer experience momentum.

Customer Experience 224

Customer Experience Customers 224

Advertisement

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.

2024

Alida

JULY 12, 2019

Over the past decade, there has been a radical shift in the way that businesses connect to their customers. The vast amount of consumer information stored in customer insight data is key to creating a personalized customer experience. Marketers are scrambling to keep pace with data privacy regulations and industry best practices while creating a positive customer experience.

Consumers 176

Consumers Customer Insights Connections Insights 176

GetFeedback

JULY 10, 2019

Live chat support can be tricky. But don’t worry, we’ve got your back—follow these 10 tips to always deliver an amazing customer service experience.

Customers 150

Customers Customer Service 150

ShepHyken

JULY 10, 2019

I first came across this idea in the book Moments of Truth by Jan Carlzon , which I consider one of the most important books written on customer service. By the way, Carlzon’s definition of a Moment of Truth in business is, “Any time a customer comes into contact with any aspect of your business, however remote, they have an opportunity to form an impression.

Hotels 130

Hotels Books Document Customer Service Training 130

UJET

JULY 10, 2019

Support teams are arguably the most important part of the customer experience. Agents become the voice of the company when they interact with customers. These experiences can lead to repeat sales or a loss of a customer depending on that single interaction. As a company grows, introducing new features, products, and services, they can find themselves facing an increasing number of support requests.

Call Center 111

Call Center Customers Information Interaction 111

Beyond Philosophy

JULY 12, 2019

Choice architecture is a significant factor in buying decisions you make every day. From how they stock the buffet line to how likely you are to donate your organs after you die, the psychology of choice is influencing your decisions every day. In this episode of The Intuitive Customer, we explore the concept of Choice Architecture and how it affects our daily lives.

Presentation 96

Presentation Consulting Loyalty Customer Experience 96

Advertisement

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.

Voice of Customer

Heart of the Customer

JULY 11, 2019

“All happy customers are alike; each unhappy customer is unhappy in its own way.” Okay, that wasn’t really my quote – I’m paraphrasing Tolstoy’s Anna Karenina, where he wrote “all happy families are alike; each unhappy family is unhappy in its own way.” But it does fit at least some companies’ experiences. This is especially […]. The post Stop Playing CX Whack-A-Mole appeared first on Heart of the Customer.

Customers 128

Customers Customer Satisfaction Customer Relationships Customer Centricity 128

ShepHyken

JULY 9, 2019

The Five Core Values of Company Culture. Creating Amazing Customer Experiences From the Inside Out. Shep Hyken interviews Michelle Hayward. They discuss how to create and cultivate the core values and culture that keep companies strong. The Interview with Michelle Hayward: Michelle is a firm believer in the culture and values of a company. She shared the five most important tenets of company culture.

Culture 118

Culture Consulting Employee Experience Customer Experience 118

UJET

JULY 11, 2019

Support teams are arguably the most important part of the customer experience. Agents become the voice of the company when they interact with customers. These experiences can lead to repeat sales or a loss of a customer depending on that single interaction.

Interaction 111

Interaction Sales Customers Customer Experience 111

Totango

JULY 9, 2019

What’s your company’s most precious asset? It’s not your inventory, your stock options, or your intellectual property. It’s your customers. Your business can’t exist without them, and if you want your business to last, you’ve got to make them happy. In fact, customers are far more than just assets; your relationship with them forms the very foundation of your company.

Customer Experience 88

Customer Experience Customer Centricity Social Media Customers 88

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!

Customer Experience

The DiJulius Group

JULY 10, 2019

What is the best customer service quote ever said? I love quotes. I am enamored with quotes. Quotes inspire me and make me think. I have been creating and collecting quotes on customer service and customer experience for over twenty years. The following is a list of the top customer service quotes by world renown. Read Full Article. The post What is the best customer service quote ever said?

Customer Service 92

Customer Service Article Customers Customer Experience 92

ShepHyken

JULY 8, 2019

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. This Bizarre Support Chat Will Make You Laugh. Or Cry. by Roger Dooley. (Roger Dooley) Internet service providers and cable TV services have the lowest customer satisfaction ratings of all rated industries in one survey.

2019 120

2019 Article Customer Service Social Media 120

ReviewTrackers

JULY 12, 2019

In terms of the customer experience, buying a car isn’t quite the same as dining at a restaurant or checking into a hotel. You don’t end up buying a car in the evening after having the thought occur to you in the morning. This makes automotive shopping typically more daunting. To start with, a car is a big-ticket item — for most Americans, it’s the second most expensive thing they will own after a house.

Automotive 77

Automotive Customer Experience Social Media Customer Relationship Management 77

Kustomer

JULY 10, 2019

Leveraging Artificial Intelligence (AI) within customer service operations helps companies control costs while improving their support game.

Customer Service 103

Customer Service Customers 103

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

Kayako

JULY 11, 2019

Leaders, do you know how to lead high morale for great customer service delivery? Customer service work in help desks , contact centers, technical support teams, and ecommerce centers is challenging and stressful. Are you adding to the reps’ stress or inspiring them to greatness? In other words, are you leading morale for great customer service?

Customer Service 73

Customer Service Leadership Metrics Contact Center 73

ShepHyken

JULY 12, 2019

This week we feature an article by Hugues Meyrath who says that by integrating machine learning and AI capabilities into your processes, you can optimize the performance of your facilities and staff to drive a positive customer experience. He shares some examples of how this technology can be a difference-maker. Across industries, the collection, analysis, and refinement of data is the battleground businesses are competing in to differentiate themselves to customers.

Blog 112

Blog Customer Experience Roadmap Technology 112

ReviewTrackers

JULY 12, 2019

In terms of the customer experience, buying a car isn’t quite the same as dining at a restaurant or checking into a hotel. You don’t end up buying a car in the evening after having the thought occur to you in the morning. This makes automotive shopping typically more daunting. To start with, a car is a big-ticket item — for most Americans, it’s the second most expensive thing they will own after a house.

Automotive 72

Automotive Customer Experience Social Media Customer Relationship Management 72

Gravy Analytics

JULY 8, 2019

When you know where people go in the world, and what they do there, you can learn a lot about their interests, lifestyles, and habits. Anonymous mobile location signals, when properly cleansed, aggregated, and enriched, give marketers access to powerful offline insights. This data can be used to boost the performance of your ad campaigns, for competitive intelligence, and to improve your customer experience.

Fashion 82

Fashion Travel Consulting Events 82

Advertisement

The annual Cognition virtual conference is back on October 16, and this year it’s FREE! You’ll enjoy: Inspiring Keynotes from top learning industry leaders, providing fresh perspectives to help you outperform the competition. Hands-on, Skill-Building Sessions to elevate your growth, retention, and product adoption strategies. Exclusive First Look at the latest innovations from Thought Industries, empowering you with tools to grow faster.

2024

Optimove

JULY 7, 2019

Why Top Brands Chose Optimove’s CDP over the Competition. G2 Grid ® for Customer Data Platform (CDP) Software. Grow with Optimove’s Actionable Customer Data Platform. Optimove’s Customer Data Platform empowers brands to improve customer experience, retention and LTV by: Unifying and viewing all customer data in a single customer view. Autonomously providing actionable insights that drive measurable growth.

Brands 76

Brands Multi-Channel Advertising Demo 76

ServiceDock

JULY 10, 2019

This week we feature an article by Jeff Tobe who writes about Customer Experience and how you can apply CX thinking to your business.

Blog 89

Blog Customer Experience Article Customers 89

Myra Golden

JULY 12, 2019

When my daughter was 13, we re-did her bedroom to give her a teenage look. She picked out modern furniture from Ikea, lovely bedding and fun art that perfectly matched her style. Six years later my teenage son, now 16, pointed out, “You guys owe me a new room. Sissy got a new room when she was 13 and I’m 16 with the same room I had when I was little.”.

Webinar 79

Webinar Contact Center Call Center Reference 79

Experience Matters

JULY 12, 2019

Our team joined Qualtrics last October to create the XM Institute, and one of the great things that we’ve found is that there are many people across Qualtrics who are experts in different aspects of Experience Management (XM). So I decided to interview one of them, Ben Granger. Ben is a Sr. Principal for Global EX Strategy. He spends his days thinking about and helping organizations design leading-edge EX programs.

Employee Experience 105

Employee Experience Management Customer Experience Customers 105

Advertisement

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.

White Paper