InMoment XI
DECEMBER 28, 2015
Dr. Gary Rhoads, co-founder of Allegiance, discusses the importance of creating an environment where your customers feel smarter after having an interaction with your frontline employees.
NICE inContact
DECEMBER 9, 2015
From its humble beginnings as a hat business founded by German nationals who fled Europe in 1938, to a global corporation with five brands, Columbia Sportswear is made up of real people who are passionate about the outdoors. That passion also extends to delivering outstanding customer service. As their customer support inquiries increased, Columbia Sportswear knew they needed a new contact center solution to support seasonal call volumes, e-commerce, and their unique brands.
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Michelli Experience
DECEMBER 2, 2015
There are leaders, followers, and…well people who just get in the way! Which are you? In business today, it takes leadership to build a business that consistently engages customers. If customers aren’t emotionally connected to your brand, through the experiences you provide, you will be vulnerable to offers and solicitations from your competitors. Such was the case for Mercedes-Benz!
GetFeedback
DECEMBER 30, 2015
Engaging survey images can transform a respondent's experience. Here are 8 free sites to browse when you're on the hunt for beautiful survey imagery.
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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 Bliss
DECEMBER 22, 2015
A Chief Customer Officer is successful when he or she can simplify how the organization works together to achieve customer-driven growth, engage the leadership team and connect the work to a return on investment. Sustainable transformation will only occur when this work goes beyond project plans and status updates, and is grounded in caring about customers’ lives.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
InMoment XI
DECEMBER 28, 2015
Dr. Gary Rhoads, co-founder of Allegiance, discusses the importance of creating an environment where your customers feel smarter after having an interaction with your frontline employees.
NICE inContact
DECEMBER 21, 2015
In order to have a successful and credible Quality Management program, calibrations should be included as a key driver. Calibrations ensure fairness for your internal staff, from a strategy perspective, and help deliver a consistent customer experience. The goal of calibrations is to ensure that everyone who is responsible for call scoring is doing it consistently and fairly.
BlueOcean
DECEMBER 22, 2015
Before you head out of the office for the holidays to grab your mug of eggnog, we want to take a minute to reflect on some of the hottest talking points of the year in the contact center world. We’ve looked at the data and compiled our five most popular articles of 2015. 1. The Phone Channel is Dead, Long Live the Phone Channel. Thanks to emerging customer support channels like social media and live chat, as well as evolving technologies like speech recognition, there are more ways than ever for
Kayako
DECEMBER 22, 2015
So, I’m a little bit of a Christmas nut. To be honest, I’m pretty sure this is how I come across for most of December: Among my favorite parts of the holiday season is the excuse to buy presents. My shopping efforts rely on a methodology that I’ve been slowly perfecting over the years. The O’Brien Technique combines rigorous list-making with a well-defined timeline and repeatable processes.
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
ijgolding
DECEMBER 16, 2015
As we approach the end of another calendar year, like many Customer Experience Specialists, I am asked a number of ‘annual cyclical’ questions that ask for my opinion on a number of things. One of those things is related to my key Customer Experience learning’s for the year. I am not going to bore you with a list of everything that has struck me over the last 12 months, but I am going to focus on one thing in particular that has stood out for me – and that thing is best s
Experience Matters
DECEMBER 29, 2015
We published a Temkin Group report, Make Your VoC Action-Oriented. Here’s the executive summary: Companies recognize that customer feedback and insights are critical for understanding customers, so they often create Voice of the Customer (VoC) programs as one of their first customer experience priorities. While most respondents within large organizations believe that these efforts have been successful, Temkin Group has found that an overwhelming number of VoC programs are still in very ear
InMoment XI
DECEMBER 28, 2015
Dr. Gary Rhoads, co-founder of Allegiance, discusses the importance of creating an environment where your customers feel smarter after having an interaction with your frontline employees.
Vonage
DECEMBER 16, 2015
I was teaching about customer intimacy and loyalty when one participant asked, “What if your competitor has already built a close relationship with a customer, and you want to get inside?”. I replied, “Add value first. You will reap value later.”. When you are proactive with solid customer service skills, potential clients will take notice. How can you help prospective customers right now – even before they become your paying customers?
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.
Experience Investigators by 360Connext
DECEMBER 31, 2015
What a year! We’ve had an exciting year at 360Connext, and we’ve learned a lot. I hope you’ve had a chance to learn along with us! In case you’re just hearing about us, or you haven’t subscribed for updates, we’ve put together a heaping handful of our best customer experience posts from the past year […]. The post Our Top 15 Customer Experience Posts of 2015 appeared first on Customer Experience Consulting.
Kayako
DECEMBER 17, 2015
Working in the holiday season for any support professional is going to be one of the most stressful times of the year. If you’re in retail customer support, it’s probably the busiest time of the year for you with customers going shopping mad stocking up on presents. It might be fun for your customers, but how do you make sure you and your team get to enjoy some family time during the holidays without causing customer riots?
Velaro
DECEMBER 22, 2015
This guest blog was written by mplcontact, a UK based contact centre solutions provider. We’ve all been there. Many a moment of business well-being has been tarnished with the news of a complaint being lodged against you by an unsatisfied customer. Sadly, complaints are almost inevitable in any customer service environment, but what sets the best from the rest is the way you respond.
Experience Matters
DECEMBER 28, 2015
Are tech vendors helpful in making their IT clients successful? To answer that question, we surveyed 800 IT decision makers from North American companies with at least $250 million in annual revenues. We asked the following question: “ How helpful are these IT vendors in making sure that your organization successfully achieves its desired value from the products and services that you have purchased from them?
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InMoment XI
DECEMBER 27, 2015
Brion Scheidel, Director of Text Analytics at MaritzCX, discusses the accuracy of modern text analytics compared to manual coding. Video transcript: How accurate are text analytics? The accuracy of text analytics, if done well, is actually very good, very impressive. We have an ongoing continuing improvement program, or process, with all of our ongoing.
Vonage
DECEMBER 10, 2015
Refrigerator bulbs burn out, laptop batteries degrade and car transmissions stall over time. These life frustrations are inevitable parts of our technological world. Though we’ve made significant advancements in terms of how long new tech lasts, few – if any – things last forever. Still, that didn’t stop us from creating the next best thing. New artificial intelligence has helped our everyday devices become self-aware.
Experience Investigators by 360Connext
DECEMBER 23, 2015
There’s a reason we all love The Onion, America’s finest parody news source. The Onion, with their satirical and sometimes silly headlines and articles, reflect back the world many of us are seeing. In 2015, The Onion showcased customer service (and lack thereof) many times. These 5 headlines really tell the truth about what customers […].
Kayako
DECEMBER 17, 2015
Working in the holiday season for any support professional is going to be one of the most stressful times of the year. If you’re in retail customer support, it’s probably the busiest time of the year for you with customers going shopping mad stocking up on presents. It might be fun for your customers, but how do you make sure you and your team get to enjoy some family time during the holidays without causing customer riots?
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Velaro
DECEMBER 17, 2015
Speed and convenience are the de facto virtues of live chat customer service. It goes without saying that you need to be providing some sort of live chat channel on your website to assist customers and other visitors. How can live chat help you provide speedy and convenient customer service? What stats can help you improve? The question then becomes: how can you ensure that you are providing the fastest, most convenient live chat service, without compromising the quality of the customer service
Experience Matters
DECEMBER 22, 2015
We published a Temkin Group report, The State of CX Metrics, 2015. This is the fifth year of this study that examines the CX metrics efforts within large companies. Here’s the executive summary: Temkin Group surveyed nearly 200 large companies to learn about how they use customer experience (CX) metrics, and we then compared their answers with similar studies we’ve conducted every year since 2011.
InMoment XI
DECEMBER 27, 2015
Brion Scheidel, Director of Text Analytics at MaritzCX, discusses the accuracy of modern text analytics compared to manual coding. Video transcript: How accurate are text analytics? The accuracy of text analytics, if done well, is actually very good, very impressive. We have an ongoing continuing improvement program, or process, with all of our ongoing.
Michelli Experience
DECEMBER 30, 2015
As December comes to a close, many of us will do a “year in review” (and if we don’t, Facebook will do it for us). A lot of us will also think about how we can succeed in the year to come. I have long stopped doing “New Year’s resolutions” since I’ve repeatedly lost and gained back the same 10 pounds I have been resolving to lose since 2001. Instead, I try to look for a handful of key behaviors that I can focus on in the coming year.
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.
Experience Investigators by 360Connext
DECEMBER 17, 2015
We’re moving into an age that is becoming more and more mobile. Every conference speaker I’ve seen for the past several years has discussed the importance of designing customer experiences around our obsession with mobile devices. Who doesn’t want to deliver a personalized mobile experience for each customer via those tiny screens?
Customer Bliss
DECEMBER 29, 2015
The customer experience that gains the most confidence with customers is to get the basics right. These five CX competencies work in tandem to ‘earn the right’ to customer growth: Connect to business growth. Shift attitudes from chasing the score to caring about and improving customer lives to earn the right to growth. Deliver a connected story that get leaders to focus on the important moments (versus silos picking things that they think will give them ‘lift’ on survey scores).
Who's Your Gladys?
DECEMBER 29, 2015
I received a wonderful Christmas present from my husband this year from a company called Soft Surroundings. They sell clothing that’s soft and comfortable, along with fragrances, shoes, accessories and other things of interest to the 45+ woman. They understand their audience well and while. The post Paying Attention to Customer Touch Points Matters appeared first on Who's Your Gladys?
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