Kayako

JUNE 22, 2017

Whether you’ve worked in support for a month, or a decade, you will have run into an angry customer. Maybe they’re angry because of something you did or something out of your control. But why they are angry doesn’t matter; it’s up to you to fix it. Angry customers can be some of the most nerve-wracking people to come into the inbox. You can never be quite sure whether what you say is going to solve or exacerbate the issue.

Customers 186

Customers Interaction System Examples 186

Experience Matters

JUNE 14, 2017

Hopefully you’ve read our FREE report, The Four CX Core Competencies. It outlines the blueprint to building a customer-centric organization. We’ve created this infographic to showcase the competencies: Purposeful Leadership: Operate consistently with a clear set of values. Compelling Brand Values: Deliver on your brand promises to customers.

Infographics 263

Infographics Customer Centricity Employee Engagement Brand Values 263

Kerry Bodine

JUNE 7, 2017

For the past two years, I’ve participated as a member of the jury for the Service Design Award , presented by the Service Design Network. In this role, I’ve gotten to review inspiring design work from around the globe. This year, I’m honored to serve as the head of the jury. Here’s a bit more about the award: The Service Design Award recognizes work of an exceptional standard in the field of service design by both students and professionals.

Conference 0

Conference Course Industry Brands 0

Customer Bliss

JUNE 22, 2017

I want to bring up an interesting example of customer experience innovation that has been discussed (but not directly) in recent weeks. It’s a little bit nuanced, so bear with me. (BTW, the overall idea of “customer experience innovation” is obviously very far-reaching, and numerous books have been written on it. This is just about one aspect.).

Innovation 237

Innovation Customer Experience How To Advertising 237

Speaker: Becky Parisotto

Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever

Retail

Experience Investigators by 360Connext

JUNE 5, 2017

Seems obvious, right? It’s hard to have customers if you don’t have sales. True. But what happens after the sale? What happens when you are trying to establish relationships with prospects but don’t know what will hurt the relationship later? Too often, organizations with great intentions sabotage their customer’s experience before it even starts!

Sales 231

Sales Customer Experience CRM Consulting 231

Kayako

JUNE 8, 2017

One of the biggest mistakes when measuring customer experience is focusing on what your team is doing instead of what your customers are experiencing. Metrics like time tracking, productivity, and performance take the front seat, but often don’t relate to the experience your customer receives or how they feel about it. Average reply time, first response time, and the overall volume of conversations can give you useful insights into the productivity of your support but they each have flaws.

Metrics 240

Metrics Self Service Customer Experience Effort Score 240

Experience Matters

JUNE 7, 2017

Temkin Group announces the release of the 2017 Temkin Trust Ratings. Based on a study of 10,000 U.S consumers, the ratings benchmarks the level of trust that consumers have with 329 companies across 20 industries. H-E-B and Mercedes-Benz tied for the tops spots, followed closely by USAA (for banking and insurance), and Navy Federal Credit […].

Insurance 262

Insurance Banking Study Groups 262

Kerry Bodine

JUNE 11, 2017

For the better part of a decade, I’ve had courtside seats to the evolution of two interrelated disciplines: customer experience and service design. From my vantage point as a both a designer and industry analyst, I’ve seen the potential for these fields to complement, learn, and benefit from each other. A Natural Partnership. The two fields’ respective objectives are, in my mind, the cornerstone of this seemingly natural partnership.

Customer Experience 240

Customer Experience Net Promoter Score Customer Experience Professionals Advertising 240

QuestionPro Audience

JUNE 21, 2017

Emotional intelligence, not to be confused with IQ or being emotional, is the capability of individuals to use emotional information to guide thinking and behavior. Interestingly enough, emotions are a huge driver for consumer decision-making. Successful brands are conducting Emotional Market Research to identify emotional values in order to position themselves against competitors and increase authenticity in their storytelling.

Survey 207

Survey Study Analytics Innovation 207

Speaker: Carolyn Clark and Miriam Connaughton

The future of HR is here, and it's all about collaboration, innovation, and impact. Join us for a forward-thinking session where seasoned experts Miriam and Carolyn will share insights and practical strategies to help you stay ahead of evolving HR trends. Discover how to build strong partnerships with internal teams to craft a transparent, authentic, and connected workforce experience.

Employee Experience

Vonage

JUNE 23, 2017

What is marketing? A quick Google search on the word marketing reveals this from the American Marketing Association (And, they should know!): Marketing is the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large. Great definition, but marketing has changed.

Customer Experience 193

Customer Experience Marketing Advertising Customer Service Training 193

BlueOcean

JUNE 13, 2017

Are you exploring outsourcing for the first time? Or perhaps you’re looking for a better alternative to your current contact center vendor? Either way, the idea of trusting someone else to take care of your customers can be overwhelming. You’ve worked hard to build your brand and establish customer loyalty. Can an outsourced contact center really live up to that?

Contact Center 189

Contact Center eBook Loyalty Brands 189

Kayako

JUNE 29, 2017

System downtime can hit any online business at any time. And the way you find out about disruptions – a barrage of tweets, emails or chats – isn’t a nice experience. You’re never ready and there’s never an ideal moment to handle system downtime apart from ASAP. It’s Murphy’s Law of ‘ whatever can go wrong, will go wrong’. For many businesses that happened on the 28th February 2017 when AWS had a system outage.

System 207

System Communication Customers Trends 207

Experience Matters

JUNE 28, 2017

As you probably know, Temkin Group spends a lot of time researching and writing about employee engagement. It’s one of our Four CX Core Competencies and a critical component of a customer-centric culture. While our research typically focuses on the work environment that drives employee engagement, that’s only one part of the picture. To fully understand employee engagement, […].

Employee Engagement 194

Employee Engagement Engagement Customer Centricity Culture 194

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Report

Customer Bliss

JUNE 15, 2017

I wanted to take a second to talk about collaboration within CCO work. This is a complex, far-ranging topic and we’re only going to cover it in a brief blog post (although I do speak often about collaboration in books and speeches), but I wanted to touch on some recent research and thought leadership around collaboration. Collaboration and uniting silos.

Competitive Advantage 187

Competitive Advantage Leadership Metrics Customer relationships 187

InMoment XI

JUNE 20, 2017

Depth of Insight + Breadth of Influence = Speed of Success Register Now – June 22, 2017 Based on the 2016 CXEvolution Survey by MaritzCX, only thirty-eight percent of customer service (CX) professionals say their programs are successful. With expectations and demands from customers and company executives constantly growing, how do CX professionals help improve.

Survey 243

Survey Customer Service Company Customers 243

Vonage

JUNE 28, 2017

Shep Hyken. Shep Hyken is without doubt one of the most influential customer service experts in the world. His high-energy presentations are famous for their clever blend of customer service advice, humour and even magic. You’ve only got to see him live to realise the enthusiasm he puts into his presentations and the passion he has for outstanding customer service.

Customer Service 96

Customer Service Social Media Competitive Advantage Exercises 96

GetFeedback

JUNE 6, 2017

We’ll cover email survey best practices that help you maximize response rates and get data you can count on.

Survey 186

Survey Data 186

Speaker: Duke Heninger, Partner and Fractional CFO at Ampleo & Creator of CFO System

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Duke Heninger, a seasoned fractional CFO and CPA passionate about transforming back-office operations for finance teams. This session will cover critical best practices and process improvements tailored specifically for accounting professionals.

Data

Kayako

JUNE 1, 2017

Over the past few years, all hands support has been touted as the pinnacle of cross-company customer service collaboration. And yet, it’s still undervalued as a tool for minimizing barriers between businesses and their customers. But all hands support has its issues too. While the expected benefits of an all hands approach are many, the notion that everyone in a company should participate in answering customer service is idealistic and naive.

Customer Service 205

Customer Service Return on Investment Customer Satisfaction Fashion 205

Kerry Bodine

JUNE 7, 2017

JetBlue built its brand on being a different kind of airline. At a time when other US-based airlines were cutting leg room, eliminating meals, and charging for bags, JetBlue gave flyers room to stretch, provided free yummy snacks, and resisted financial pressure to nickel and dime its customers with fees. The airline seemed to know it had a good thing going.

Airlines 184

Airlines Chief Customer Officer Hotels Brands 184

ijgolding

JUNE 21, 2017

Resignation. Sufferance. Tolerance. Three words from the English dictionary. Three words that you would not typically want to associate with the subject of Customer Experience. Yet these three words are the ones that regularly go through my mind when I interact with organisations that if I had the choice, I would much rather NOT interact with at all.

Customer Experience 181

Customer Experience Airlines Travel Transportation 181

InMoment XI

JUNE 13, 2017

Being a good son-in-law, I have taken on the responsibility of finding my mother-in-law a new car. Her lease expires soon and I have been dedicated to getting her the best deal possible—but on a car that is safe for her and for my kids (which she is frequently carting around to go shopping, go. View Article.

Automotive 186

Automotive 186

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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.

Voice of Customer

BlueOcean

JUNE 21, 2017

Looking for an outsourced contact center partner is one of the most complex undertakings for any strategic sourcing professional. It requires a thorough understanding of the contact center world as well as the inner workings of your organization’s processes, business objectives, and brand promises. Finding the right contact center for you is going to take more than a strategic RFP.

Contact Center 174

Contact Center Tips Call Center Culture 174

Michelli Experience

JUNE 28, 2017

Being raised in an emotionally expressive Italian family, it’s no wonder that I’ve been attracted to the emotional side of business and the importance of “emotional value” in customer experience creation. Over the years, I’ve gravitated toward thought leaders who’ve echo my belief that “all business is personal” and to my view that “behind every purported rational decision lurks a powerful emotional driver.”.

Customer Experience 209

Customer Experience Employee Engagement Loyalty Customers 209

Kayako

JUNE 15, 2017

Reducing customer effort is a high priority for support teams. As customers we all know the frustration of getting lost in endless email chains, chats, or phone support to resolve a simple issue, or so we thought. If you want to irritate your customers give them a high effort experience. If you add too much back-and-forth to the interaction that really contributes to customer frustration.

How To 201

How To Metrics Customers Customer Satisfaction 201

Kerry Bodine

JUNE 21, 2017

A few years ago, one of my best friends bought me a poster. It arrived in a large envelope, folded up into quarters. As I pulled it out, I could see that one side was blank white and, as my fingertips soon discovered, the other side was covered in a thick carbon film. It was impossible to remove the poster without getting the carbon all over my hands… With every movement, my fingers acquired more powder and promptly dotted the periphery of the blank white side with black smudges.

Insurance 123

Insurance Touchpoint Meeting Connections 123

Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.

Trends

Experience Matters

JUNE 26, 2017

We just published a Temkin Group report, Activating Executive Commitment to CX. Here’s the executive summary: Organizations that want to drive sustainable customer experience (CX) improvements need to have senior executives who are committed to propel change throughout the entire journey. Successful transformation efforts require senior executives to set the direction, lead communication efforts, model desired […].

Report 173

Report Groups Communication Customer Experience 173

ijgolding

JUNE 14, 2017

The Shop Direct Board of Directors with the stiletto shoe at the launch of ‘Feet in the Street’ in 2010. Over the last few months, I have been exploring in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. Each article has taken me on a personal journey, delving into my own experiences of putting into practice (with varying degrees of success), the things I continue to share with, teach and guide, practitioners and clients alike, all ar

Customer Centricity 171

Customer Centricity Communication Culture Customers 171

InMoment XI

JUNE 26, 2017

From time to time customer experience managers will hear the following questions from their internal clients: “Is our response rate too low?”; “What can we do to increase our response rate?” or; “Should we provide an incentive for people to respond?” Like many things in research, these relatively simple questions have somewhat complex answers. When.

Survey 170

Survey Customer Experience Management Management Customer Experience 170