NICE inContact

JUNE 20, 2018

The company says that CXone Personal Connection, in particular, has been a real game-changer and in many ways, has revolutionized Hoveround’s contact center. Selecting NICE inContact CXone turned out to be much more than an affordable, practical decision.

Customer Service 167

Customer Service Contact Center CRM Connections 167

Kristina Evey

NOVEMBER 13, 2014

– American Express, 2011. You need to work with your teams to engage, connect, and work with customers in a way that impresses and delights them. A 2% increase in customer retention has as much of an impact on your bottom line as cutting costs by 10%. – McKinsey. Okay, enough with the numbers. You get the point.

Customer Service 159

Customer Service Poor Customer Service Customer Service Training Customers 159

ijgolding

JANUARY 14, 2019

In 2011, the creation of the CXPA saw the competencies and capabilities practiced by those working in the field of customer experience as a profession for the first time. However, I do want to draw your attention to the second paragraph in the Wikipedia definition.

Customer Experience 246

Customer Experience Airlines Customer Journeys Customer Centricity 246

Wired and Dangerous

JANUARY 20, 2015

Today, internet connections, whether blogs, tweets or other forms of social media, have five times the impact of traditional word of mouth. Recently John’s son Chad complained about the speed of their internet connection. That is how you connect with today’s wired and dangerous customer! And, the viral effect is enormous.

Connections 70

Connections Airlines Social Media Insurance 70

Experience Investigators by 360Connext

MARCH 30, 2021

If we don’t think about these micromoments as emotional connections, these are the types of things that can happen. In 2011, Tumblr began displaying messages like this one with their servers went down. So why not embrace the fact that we’re all in this together and you don’t have to ruin somebody’s day?

Customer Journeys 251

Customer Journeys Examples Brands Video 251

C3Centricity

NOVEMBER 16, 2014

Regular connection keeps your finger on the pulse of customer change and provides an amazing amount of information and ideas. Is the invitation clearly legible and does it offer your customers a choice of channels that they can use to connect? This post is an update of one that was published on C³Centricity in December 2011.

Customer Service 163

Customer Service Connections Social Media Customer Centricity 163

Beyond Philosophy

FEBRUARY 15, 2018

The San Francisco-based bank, whose employees opened many fraudulent and unauthorized accounts in their customers’ name, now enjoys the dubious honor of shouldering the most substantial penalty the agency has issued since its formation in 2011. Now the question becomes what should Wells Fargo do next?

Banking 141

Banking Financial Consulting Sales 141

Customer Bliss

MAY 17, 2016

You can connect with Mark on LinkedIn here. Around 2011-2012, Audi began to focus much more a customer-centric approach. Take Away Messages for the Audience. How Mark was awarded his role. Mark began on the digital side of Audi of America, working to help dealers use digital tools to more effectively solve customer pain points.

Case Study 81

Case Study Chief Customer Officer Customer Centricity B2C 81

eglobalis

OCTOBER 1, 2017

Founded in 2011, the CXPA is the premier global non-profit international organization dedicated to the advancement and cultivation of the Customer Experience profession. Events connecting CX and the Global Industry Experts . What Value CX Brings to You and Organizations: Knowledge sharing. Discussion Boards. Mentoring program.

Customer Experience Professionals 154

Customer Experience Professionals CEM Customer Experience Customer Experience Management 154

ShepHyken

MAY 3, 2019

Similarly, as far back as 2011, RightNow’s 2011 Customer Experience Impact Report found that 55 percent of consumers said that easy access to support and information can make them fall in love with a brand. 74 percent said they will do repeat business with a company if their experience is easy.

Loyalty 122

Loyalty Effort Score Social Media Omni-Channel 122

CSM Magazine

MAY 16, 2023

Business outsourcing provider Sigma Connected has been named as one of the UK’s top employers in this year’s prestigious The Sunday Times Best Places to Work survey. Mike Harfield, chief operating officer at Sigma Connected added: “We are blown away by how highly regarded our business is by our employees. “In

Connections 52

Connections Telecommunications Culture Government 52

CSM Magazine

MARCH 7, 2024

Encoded , a leading Payment Service Provider and pioneer of innovative secure payment solutions for contact centres and e-commerce, has announced that business process outsourcing (BPO) specialist Sigma Connected is using Agent Assisted Payments solution. Calls relate predominantly to general customer service and early arrears enquiries.

Connections 52

Connections e-support Customer Experience Financial 52

Oracle

MARCH 7, 2019

I often remind people the acronym “CX” was little-known until Bruce Temkin and Jeanne Bliss co-founded the Customer Experience Professionals Association in 2011. Today, there’s a rise in prominence and significance of the Employee Experience, or “EX”, and its integral connection to CX. CX: The Present.

e-support 103

e-support Customer Centricity Customer Journeys Customer Experience Professionals 103

Customer Bliss

MAY 24, 2016

In 2010 that work was recognized with the Library Journal’s Library of the Year and in 2011 she was named a Library Journal “Mover & Shaker.”. You can connect with Alison on LinkedIn. In that capacity she rebranded the organization and won over 20 national and international awards for her work. Take Away Messages For The Audience.

Leadership 135

Leadership Marketing Engagement Connections 135

CSM Magazine

NOVEMBER 2, 2023

Lesley Avinou, Group Director of Client Partnerships, Sigma Connected Business outsourcing provider Sigma Connected has announced the appointment of Lesley Avinou into the newly-created role of Group Director of Client Partnerships. For the last six years I’ve admired Sigma Connected and its ways of working.

Groups 52

Groups Connections Leadership Government 52

CSM Magazine

JULY 4, 2024

Outsourcing specialist Sigma Connected has announced it is working with E.ON Next to relocate 100 employees to Sigma Connected’s Mitchells Plain offices, based in the township to the south of Cape Town, so employees can work closer to their homes. Rob Sawle, Director of Utilities at Sigma Connected Group said: “This agreement makes E.ON

Connections 52

Connections Customer Service Government Travel 52

C3Centricity

SEPTEMBER 3, 2018

And this is when I realised that perhaps businesses are more interested in the process than the real benefit of customer connection. This post is an update of one that was first published on C3Centricity in 2011. Well apparently not, at least for most people! That is a serious flaw in their thinking in my opinion. Do you agree?

Customer Centricity 178

Customer Centricity How To Customer Satisfaction Social Media 178

C3Centricity

JULY 17, 2016

In a customer-centric organisation, everyone has annual objectives which include connecting with customers on a regular basis. Some organisations also make a habit of getting their employees to watch and listen to their customers in direct observation or connection sessions. Observation is not as easy as it looks.

Exercises 120

Exercises Customer Centricity Culture Connections 120

ECXO

JULY 8, 2024

This process primes our brains for improved CX as it strengthens neural connections related to empathy and emotional understanding. A meta-analysis by O’Boyle, Humphrey, Pollack, Hawver, and Story (2011) found that emotional intelligence is a better predictor of success compared with general cognitive ability.

Customer Experience 188

Customer Experience How To Exercises Study 188

Experience Matters

MAY 6, 2015

Jeanne Bliss joined us as one of the founding leaders, and together we launched the CXPA in April 2011. We’ve worked hard to create an environment and build programs where passionate CX professionals can connect with and help other passionate CX professionals. It’s awesome!

Customer Experience Professionals 120

Customer Experience Professionals Government Customer Experience Connections 120

C3Centricity

OCTOBER 26, 2014

This post is based on a much shorter one that was first published on C³Centricity in September 2011. You will also be excited by the unique methodology we use to understand the meaning your customers take away from your ads. C³Centricity used images from Dreamstime and Microsoft in this post. appeared first on c3centricity.

Customer Satisfaction 164

Customer Satisfaction Marketing Advertising Video 164

ShepHyken

APRIL 25, 2023

I originally wrote about this in 2011 and shared the story of an 18-year-old server at a pizza restaurant who took so much pride in his work that the guests thought he owned the restaurant. Connect with Shep on LinkedIn. One of my favorite concepts to cover in my customer service keynote speeches is to act like an owner.

Insurance 110

Insurance Customer Service Training Meeting Leadership 110

C3Centricity

AUGUST 13, 2018

Other companies organise customer connection sessions where teams of employees from different departments – with differing perspectives – go out together with a task to complete or a question to answer. ” I have witnessed these customer connection sessions being run in countless organisations.

Advertising 144

Advertising Social Media Exercises Communication 144

Feedback

NOVEMBER 24, 2016

I want to connect to a company and understand their beliefs. The most successful, customer-centric businesses use these sites and apps and feedback channels as tools for learning more about their customers, connecting with them, and responding to their needs. They sent me a new one! This company really rocks. I’ve heard bad things.

Customer Experience Management 133

Customer Experience Management Customer Experience Management Feedback 133

Experience Investigators by 360Connext

MAY 27, 2015

She is the author of Everybody Writes: Your Go-To Guide to Creating Ridiculously Good Content and co-author of the best-selling Content Rules: How to Create Killer Blogs, Podcasts, Videos, Ebooks, Webinars (and More) That Engage Customers and Ignite Your Business (Wiley 2011). Want a full workup on her?

Customer Experience 110

Customer Experience eBook Social Media Customer Journeys 110

Experience Investigators by 360Connext

JANUARY 7, 2015

And yet… In 2011, Forrester reported more than half of Chief Customer Officers were not included in their company’s executive management teams. One of the most challenging aspects of customer experience is setting boundaries around duties within organizations.

Chief Customer Officer 110

Chief Customer Officer How To Leadership Social Media 110

Customer Bliss

APRIL 24, 2018

When Amanda took on her role as general manager of c ustomer & partner experience in 2011, it was important to her that she understood how she would fit in with the culture of the organization and with leaders. Forming these connections also allowed her to be an internal advocate for her global partners.

Customer Experience 129

Customer Experience Chief Customer Officer Management Call Center 129

ShepHyken

SEPTEMBER 10, 2021

Companies failing to meet good customer experience lose out on their customers ( American Express Survey 2011 ). Expectation: Customers expect connected journeys with consistent interactions. Use cross-channel marketing to deliver connected brand experiences.? . Reality: Customer Service generally feels like sales. .

Customer Experience 108

Customer Experience Self Service Advertising Customer Expectations 108

Service Untitled

FEBRUARY 6, 2013

Where automated email queue is certainly more financially efficient than a room full of customer service agents, the loss of the “personal touch” can have devastating effects when our customers no longer feel connected or appreciated. Understand the product or service and has a thorough working knowledge of the components.

Customer Service 83

Customer Service Social Media Loyalty Programs Financial 83

Kayako

OCTOBER 27, 2015

Sarah Hatter founded CoSupport in 2011, and in 2014 released her first book The Customer Support Handbook. Sarah warns that this is a barrier to being authentic, we use phrases as defense mechanisms which stop your from really connecting with a customer. People want a human interaction, they want to know they’ve been heard.

Self Service 120

Self Service Handbook Social Media Customers 120

Wired and Dangerous

JUNE 26, 2018

Customers are favorably attracted to organizations when they get an emotional connection. It triggers a connection with the humanity in each of us. Patterson (SF: Berrett-Koehler May, 2011). Do you know what your customers are saying to your prospective customers on social media about your organization? Customers love honesty.

Social Media 79

Social Media Policies Advertising Loyalty 79

Customer Enthusiast

OCTOBER 26, 2018

Purpose) Use the power of connection to make the world a better place. Comcast employees’ daily job responsibilities must be connected to an enduring set of organizational values and purpose. In reviewing my notes, I was able to find answers to each of the questions: Q1. Aspirational goal) Make customer experience our best product.

Customer Experience 90

Customer Experience Net Promoter Score Effort Score Culture 90

Bill Quiseng

MAY 8, 2017

He examines the evolution of how organizations connect with their customers and how smaller and midsized businesses are finding ways to compete for customers with larger players in their space through the 4 C’s of customer information. This week’s post is from Swiftpage CEO John Oechsle. Swiftpage is the owner of Act! ,

CRM 98

CRM Customer Relationship Management Customer relationships Social Media 98

C3Centricity

OCTOBER 26, 2014

This post is based on a much shorter one that was first published on C³Centricity in September 2011. You will also be excited by the unique methodology we use to understand the meaning your customers take away from your ads. C³Centricity used images from Dreamstime and Microsoft in this post. appeared first on c3centricity.

Customer Satisfaction 120

Customer Satisfaction Marketing Advertising Video 120

C3Centricity

OCTOBER 26, 2014

This post is based on a much shorter one that was first published on C³Centricity in September 2011. You will also be excited by the unique methodology we use to understand the meaning your customers take away from your ads. C³Centricity used images from Dreamstime and Microsoft in this post. appeared first on c3centricity.

Customer Satisfaction 120

Customer Satisfaction Marketing Advertising Video 120

Inbenta

NOVEMBER 13, 2017

Google added “personalized recognition” to Voice Search on its Android phones in 2010 as well as its Chrome browser in 2011. Ironically, its first offering was far more potent than the version embedded on our iPhones today – it was more intuitive, connected to the web and could detect meaning from sentences more effectively.

Chatbots 109

Chatbots Self Service e-support Virtual Agent 109

Wired and Dangerous

JANUARY 11, 2016

Today, internet connections — whether blogs, tweets, or other forms of social media — have five times the impact of traditional word of mouth. Customers are favorably attracted to organizations when they get an emotional connection. It triggers a connection with the humanity in each of us. Customers love honesty.

Social Media 70

Social Media Policies Advertising Customers 70