October, 2015

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Consistent, Quality Customer Service—Fairy Tale or Reality?

InMoment XI

Don’t Gamble with Customer Service. The sun rises in the east and sets in the west. Two plus two equals four. There will be a torrential downpour of rain exactly 5 minutes after you’ve finished washing your car. These are all things we come to expect in life. They are tried and true—consistent to the. View Article.

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How Wipster Keeps Customers Happy and Videos Joyful

AskNicely

“Wipster is obsessed with customer happiness” – Kristen Lunman, Chief Operating Officer. Wipster is an intuitive video review and approval platform, designed for producers, creative teams, marketing departments and other video makers around the world. They’re committed to taking the pain out of getting videos approved and delivered. “A startup is totally reliant on its customers to provide the feedback loop for product development and spreading the word to their respective communitie

Video 186
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Hyper-connected workplaces: how wearable devices could transform sales and service

Vonage

In a world where technology is increasingly mobile, wearable devices are the obvious next step. Technology that you carry in your pocket is standard – now it’s time for technology that you can wear. This year’s Dreamforce focused on how to make the workplace more agile and integrated – and wearables are the devices to enable this. Daniel Debow , SVP, emerging technologies, Salesforce, said “wearables are the next phase of the mobile revolution” and at NewVoiceMedia, we couldn’t agree more.

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Evolution of the support rep: from outsourced to in-office

Kayako

The customer support rep role has travelled the world and back. It’s taken many different forms from outsourced, to remote work, and now it’s back to the office. Labor that was once seen as cheap and necessary is now a highly regarded role. Here at Kayako, we were built in India. We had two main offices before our London team was even born, and we are in no way outsourced (if anything, we’re offshored to Europe!).

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3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

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.

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Customer Experience Design: 3 essential (design) skills for creating a great customer experience

ijgolding

One of the six competencies required in the armory of all Customer Experience Professionals is defined by the Customer Experience Professionals Association (CXPA) as ‘Experience Improvement & Design’ To become a Certified Customer Experience Professional (CCXP), you would need to have knowledge of the following: Design thinking and customer co-creation approaches.

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Consistent, Quality Customer Service—Fairy Tale or Reality?

InMoment XI

Don’t Gamble with Customer Service. The sun rises in the east and sets in the west. Two plus two equals four. There will be a torrential downpour of rain exactly 5 minutes after you’ve finished washing your car. These are all things we come to expect in life. They are tried and true—consistent to the.

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How Wipster Keeps Customers Happy and Videos Joyful

AskNicely

“Wipster is obsessed with customer happiness” – Kristen Lunman, Chief Operating Officer. Wipster is a fast growing SaaS business delivering their intuitive video review and approval platform to thousands of users across global brands such as Tesla, Shimano and Shopify. Designed for producers, creative teams, marketing departments and other video makers around the world, they’re committed to taking the pain out of getting videos approved and delivered.

Video 150
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Do a reality check on your customer experience

Vonage

It is easy to think your service efforts are exceptional. Often the reality does not match your opinion. An often quoted piece of research from Bain and Co. tells us how executives tend to misread their performance. When surveying 362 firms, they found that 80 percent believed they delivered a superior experience to their customers. However when customers were asked about their view, they rated only eight percent of companies as delivering a superior experience.

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The cheapest, easiest, and fastest change in customer support is language

Kayako

Last week, Sarah Hatter of CoSupport and Sarah Chambers of Kayako joined forces to present a fantastic live webinar about the top five customer support mistakes all businesses make, and how to conquer them. Sarah Hatter founded CoSupport in 2011, and in 2014 released her first book The Customer Support Handbook. Sarah also hosts UserConf, a designated forum for support professionals hosted in several different cities.

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Manual Call Reviews? There's a Better Way!

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

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Episode 6 – Words and Phrases to Use When Working With Customers - Transforming the Customer Experience

Kristina Evey

The way we speak with customers can make or break the customer experience. This podcast episode shares the most effective words and phrases to use when communicating with your customers. By speaking this way, your customers will be glad they made the decision to work with you and your company. The way we speak with customers can make or break the customer experience.

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100 Customer Experience Tips in 105 Characters (Or Less)

Experience Matters

I’ve decided to take on a personal challenge: Tweeting a new customer experience tip for 100 straight days. After accounting for the overhead in each tweet (like referring back to this post), I’m only left with about 105 characters. Hopefully I can keep up the pace and pack insight into that limited space. I’ll be using the hashtag, #CXtip, so you can follow along on twitter (or just keep coming back to this post).

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Consistent, Quality Customer Service—Fairy Tale or Reality?

InMoment XI

Don’t Gamble with Customer Service. The sun rises in the east and sets in the west. Two plus two equals four. There will be a torrential downpour of rain exactly 5 minutes after you’ve finished washing your car. These are all things we come to expect in life. They are tried and true—consistent to the.

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People – Never Underestimate How Important They Are in the World of Customer Experience

ijgolding

Over the last few weeks, I am saddened to confirm that I have been on the receiving end of some shocking customer experiences. Only recently, I wrote a post describing my shambolic experiences in Zimbabwe and South Africa. Whilst many of the issues I faced were as a result of poorly designed and managed customer journeys and business processes, I was astounded at the lack of ability from most of the people I interacted with to EMPATHISE with the situations I found myself in.

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Turn Payments Into Personalization: Unlock the Value of Transaction Data

Speaker: David Nisbet, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

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Seven technologies to improve customer service in SMBs

Vonage

Which technologies really can improve customer service? We’ve compiled the opinions of John Goodman, a leading customer experience researcher and author of Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service , who shared his findings in our webinar, ‘ Customer Experience 3.0: Ten Critical Technologies to Transform Customer Engagement ’.

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Win a ticket to UserConf and The Customer Support Handbook by Sarah Hatter

Kayako

We’re giving away a ticket to UserConf San Francisco and copies of Sarah Hatter’s book The Customer Support Handbook. Don’t miss your chance to win this amazing prize! Read this post to find out how you can enter. We were recently joined by CoSupport founder, UserConf host, and all-round lovely lady Sarah Hatter for a webinar about common mistakes that support teams make.

Handbook 219
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Episode 7 – Empower Your Teams to Succeed in the Customer Experience - Transforming the Customer Experience

Kristina Evey

The key to a great customer experience is empowering your staff to take the initiative and work in the best interest of both the customer and your company. This podcast asks some tough questions to make you think in terms of allowing your staff to act as if they own the company. The key to a great customer experience is empowering your staff to take the initiative and work in the best interest of both the customer and your company.

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Report: ROI of Customer Experience, 2015

Experience Matters

We published a Temkin Group report, ROI of Customer Experience, 2015. This research shows that CX is highly correlated to loyalty across 20 industries. Here’s the executive summary: To understand the connection between customer experience (CX) and loyalty, we examined feedback from 10,000 U.S. consumers that describes both their experiences with and their loyalty to 293 companies across 20 industries.

ROI 258
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The Ultimate Guide to Monetizing Customer Learning

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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Forrester Forum 2015

InMoment XI

How CX Will Make or Break Your Company’s Future Last week I had the privilege of attending CXSF 2015: Forrester’s annual forum for customer experience professionals in San Francisco. Pacesetters from businesses that are iconic for CX and entrepreneurs that are disrupting the CX space presented on digital CX strategies. Topics included digital CX and.

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Broken Promises: the easiest way to destroy the Customer Experience!

ijgolding

When it comes to the subject of Customer Experience, there is one thing I can say with absolute certainty – if you make a promise or a commitment to a customer, you had better keep it! Telling a customer you are going to do something is as good as making a solemn vow. Making a commitment is like creating a stone carving, or signing a document with blood!

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Why good customer service is the key to growing your SMB

Vonage

Customer service is too often thought of as a necessary evil – something which you have to provide, but a service that’s not a priority when you’ve got 101 things on your mind. However, for SMBs – and businesses of any size for that matter – good customer service is key to growing. After all, if customers aren’t happy, they won’t come back. Here, we explain why good customer service is essential for growing your SMB – and how you can get it right.

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5 ways to support your support team

Kayako

Every customer support manager needs to be able to trust the members of their team. In order to do so, your team need to show that they’re capable of delivering results without feeling burnt out , unmotivated or frustrated. If they are, you’re not supporting them right, and you’ll inevitably start to notice poor performance and potentially lose some great team members in the process.

Roadmap 216
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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

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Episode 8 – Preparing Your Teams to Transform the Customer Experience - Transforming the Customer Experience

Kristina Evey

Preparing your teams to improve and transform the customer experience is key. Most companies get it wrong. This podcast episode walks you through step by step how to preframe your initiative to get your teams in the right mindset by letting them know why your company is focusing on this, what they’ll gain from this focus, and what you expect from them.

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Emotions, Behaviors, CX, and Colin Shaw

Experience Matters

Are Customer Emotions & Behaviors the Future of Customer Experience? That’s a question that Colin Shaw and I recently discussed/debated during a joint webinar. You can see a recording of the session below. If you don’t have time to watch the recording, then here’s a quick summary: “ Yes! ” Customer experience is all about people (human beings!

eBook 237
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Why You Should Be Designing Experiences, Not Products

InMoment XI

Product. Designers think they are building it, marketers think they are promoting it, and sales people think they are selling it. They are all dead wrong. “The Product” I shudder when corporate denizens refer to the goods and services of their organization as “the product.” It’s so clinical and distant. It’s as if they are. View Article.

Sales 200
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How Metrics Hide Serious Customer Experience Problems

Experience Investigators by 360Connext

It’s not every day you solve a $50,000 problem. That’s what the customer service manager had just done. It was a billing issue that fooled the company’s CRM system into thinking a customer’s payment had been processed when it really hadn’t. Incredibly, the IT department was able to fix the issue in just a few […].

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Who Benefits from Business Live Chat?

Velaro

Business live chat can never offer maximum ROI if its priorities are not set by the customers’ needs. Last month, Chris Cancialosi shared an example of how what is convenient for your customer service team is not always what’s convenient for your customer. This applies to use of live chat as well – though live chat software may make things easier for you, if the way you use it doesn’t improve the experience of doing business with you for your customer, you may actually be shooting yo

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Why great customer service is important for every part of the business

Kayako

Every company will tell you customers are their #1 priority, but few “walk the walk” when it comes to delivering the kind of remarkable service that keeps customers coming back for life. When I think back to my own experiences, only a few times have I truly been blown away by customer service and made to feel like a truly valued customer, instead of just another ticket that needs to be dealt with.

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Episode 9 – Creating the Ideal Culture to Deliver Amazing Customer Experiences - Transforming the Customer Experience

Kristina Evey

A customer centric culture is essential in delivering amazing customer experiences. This podcast walks you through the steps of defining and creating your ideal culture that will allow your staff to work with customers in the best possible way. A customer centric culture is essential in delivering amazing customer experiences. This podcast walks you through the steps of defining and creating your ideal culture that will allow your staff to work with customers in the best possible way.

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