AskNicely
FEBRUARY 29, 2016
How can the CEO of a major organization change the company culture in just five minutes a day? A few years ago, I found that I was asking myself the same question. I decided that, although I might not be able to change everything that was wrong with my company in five minutes, I could make things better for one person. I committed myself to personally responding to one customer each day.
InMoment XI
FEBRUARY 12, 2016
Ok. take just a minute and think about a product or service that you are engaged with. By engaged I mean… more than loyal… you would buy this product, shop at this store even if it was inconvenient, more expensive, etc. Personally, there is a grocery store chain in Utah that I am engaged with. They know my. View Article.
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GetFeedback
FEBRUARY 2, 2016
Learn the five most common use cases for online surveys, and how your business can use them to gather valuable feedback to improve and be successful.
BlueOcean
FEBRUARY 24, 2016
One of our most popular blog posts focuses on which contact center predictions from the past few years have come true in the world of outsourced customer service. In this post, we thought we’d take a look into the metaphorical crystal ball ourselves and try to identify some major shifts coming our way over the next five years by posing three intriguing questions about contact centers and the future of customer service trends.
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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.
NICE inContact
FEBRUARY 29, 2016
As I talk to many new customers about why they are moving to the cloud, I’m seeing several trends that demonstrate how we’re helping companies achieve their goals. Customer experience is rapidly evolving for organizations of any size, a result of the proliferation of digital channels and social media, mobile technology, the need to reduce customer churn and to increase loyalty of consumers.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
AskNicely
FEBRUARY 29, 2016
How can the CEO of a major organization change the company culture in just five minutes a day? A few years ago, I found that I was asking myself the same question. I decided that, although I might not be able to change everything that was wrong with my company in five minutes, I could make things better for one person. I committed myself to personally responding to one customer each day.
InMoment XI
FEBRUARY 29, 2016
The great American poet Mike Tyson once said, “Everybody’s got a plan until they get punched in the mouth.” In military parlance, we say, “No plan survives contact with the enemy.” Whether it’s boxing, combat operations or business, it’s imperative to have a plan. It’s equally imperative to have a culture where your followers know. View Article.
GetFeedback
FEBRUARY 16, 2016
To collect valuable feedback, you have to ask for it the right way. Before you send online surveys, check these to-dos off your list.
BlueOcean
FEBRUARY 9, 2016
As experts in forecasting, we know call volume spikes are inevitable and not always predictable. From extreme weather to product recalls, there’s an infinite number of scenarios that will flood your contact center in an instant, resulting in increased average handle times, wait times, and customer frustration. To preserve customer loyalty and sustain healthy CSAT scores, your contact center partner needs to have the right systems and safety nets in place.
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
Experience Matters
FEBRUARY 24, 2016
I’m happy to announce the kick-off of our #IntensifyEmotion campaign. It’s part of our celebration of 2016 as “The Year of Emotion.” Visit our Intensify Emotion™ page for valuable resources, and to learn how you can participate in our $1,000 challenge (and potentially win an Amazon gift card).Filed under: Customer experience.
NICE inContact
FEBRUARY 23, 2016
We are thrilled to announce that Customer Magazine has selected inContact My Agent eXperience™ (MAX) as a 2016 Customer Product of the Year. Each year Customer Magazine identifies outstanding achievements within the call center/CRM industry and awards the most innovative customer experience technology solutions. Launched in September 2015, MAX is a dynamic and context-sensitive interface which improves the agent experience with streamlined handling of contact center interactions, across all chan
ijgolding
FEBRUARY 23, 2016
One of my Fathers most memorable quotes when I was a young boy was ‘engage your brain before opening your mouth!’ – I am unlikely to be the only adult who was given this type of advice in their youth! Talking from the heart; saying what I want to say; saying what I believe in; has always been hard-wired in to the way my brain works.
InMoment XI
FEBRUARY 29, 2016
To immerse yourself in what good customer experience design looks like, one need to go no further than the Riviera Barber Shop in Redondo Beach, California. I used to view getting a haircut as a mundane task that had to be endured like mowing the lawn or renewing my drivers’ license. That all changed after my first visit. View Article.
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.
Vonage
FEBRUARY 23, 2016
Today’s consumers are used to getting texts from their local pizza parlours, instant messages from their accountants, emails from their housekeepers and phone calls from their repair people.As a result, they’ve grown used to flexible communications they can use how they want, when they want. That’s why savvy companies need to ensure they have a seamless, integrated omnichannel solution to offer truly competitive customer service.
C3Centricity
FEBRUARY 23, 2016
A longer post than usual this week, but one that will make you smile, if not laugh out loud! It describes one recent personal example of disinterested client support, from which I have drawn seven learnings for everyone wanting to deliver true customer service. I can’t understand why any organisation would still have trouble offering [.]. The post The 7 Essential Differences Between Simply Responding to Customers and Providing True Customer Service appeared first on C3Centricity.
Experience Matters
FEBRUARY 23, 2016
We just published a Temkin Group report, State of the CX Profession, 2016. This is the fifth year that we’ve examined the roles of CX professionals and the third year that we’ve done a compensation study. Here’s the executive summary: To better understand the mindset and roles of CX professionals today, we surveyed 208 CX professionals and then compared […].
Kayako
FEBRUARY 18, 2016
Hot on the heels of our popular webinar , I’ve distilled down our best 5 tips covering how to stop your customers from leaving you. At Customer Thermometer, we are privileged to work with some of the most successful customer-focused businesses in the world, and these are our tips and reflection of what they all do to keep their customers, and keep them coming back. 1.
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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.
Kristina Evey
FEBRUARY 17, 2016
Understand WHY Customers Remain Loyal to Your Company. Improving customer service and profits… many companies make this so very complicated. Once you realize that you can design service into your processes, it makes much more sense. The magic happens when you’ve committed to the mindset and process required. Here are a few strategies to get you started… Make sure that you learn and USE your customer’s names at least once during your conversations.
InMoment XI
FEBRUARY 29, 2016
The great American poet Mike Tyson once said, “Everybody’s got a plan until they get punched in the mouth.” In military parlance, we say, “No plan survives contact with the enemy.” Whether it’s boxing, combat operations or business, it’s imperative to have a plan. It’s equally imperative to have a culture where your followers know.
ijgolding
FEBRUARY 17, 2016
It is with great pleasure that I enter my second calendar year as a CustomerThink Advisor. This year the focus of my exclusive column is evolving – from a generic view of the importance of doing the right thing, for customers and employees to a more specific focus on skills. In 2016, this column will feature thoughts, guidance and inspiration on how to build skills for Customer Experience LEADERSHIP – I very much hope you will enjoy reading them as much as I will enjoy writing them!
NICE inContact
FEBRUARY 16, 2016
A few short decades ago handling the daily communications and operations of the workplace was completely different. Transmitting a file meant waiting on a fax to slowly transcribe an original paper document on the sender’s side to a flimsy, waxy roll of paper on the receiver’s end. If you wanted to meet with a team on the other side of the country, you booked flights, accommodations, and local transportation to get all the attendees in the same room.
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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?
Experience Matters
FEBRUARY 22, 2016
Temkin Group’s research shows that companies evolve through six stages of CX maturity, but the higher levels of maturity take a significant jump in focus and commitment. What does that path look like? Take a look at this infographic. You can download (and print) this infographic in different forms: Infographic: infographic in pdf, infographic in png Poster […].
Storyminers
FEBRUARY 17, 2016
(image courtesy of info.comm-works.com). Last week’s blog covered the first of two themes that emerged for me at the National Retail Federation’s Big Show in New York. “Retailers are acting on the notion that customers’ needs are different than their own.” That blog painted a picture of how the disconnect between retail decision-makers and their customers has been eliminated and how, using technology, it’s much easier to understand what customers want.
Experience Investigators by 360Connext
FEBRUARY 25, 2016
If your customers think you deliver an “average” service experience, there is NO shortcut to getting them to become emotionally engaged, loyal, zealots of your brand. Don’t get me wrong. A well-designed service improvement initiative MIGHT result in a temporary spike in satisfaction scores but won’t produce sustained traffic or protracted revenue increases.
InMoment XI
FEBRUARY 29, 2016
To immerse yourself in what good customer experience design looks like, one need to go no further than the Riviera Barber Shop in Redondo Beach, California. I used to view getting a haircut as a mundane task that had to be endured like mowing the lawn or renewing my drivers’ license. That all changed after my first visit.
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.
Help.com
FEBRUARY 28, 2016
Think about the last time you had a really great customer experience- did you tell someone about it? What about a bad customer experience? Let’s say that you just got off of a really long flight only to find that your connecting flight to your final destination was overbooked. And you’re the unlucky passenger who got booted. Do you suffer in silence, or get out your phone to tweet about it?
Steve DiGioia
FEBRUARY 29, 2016
are we buying so many cars that we are all just a number now? This original article was written by Steve DiGioia. Today’s guest post is from retired hotelier Ken Vincent, author of “So Many Hotels, So Little Time”. He shares a story of how customer service has changed from days-gone-bye. Car Dealerships. The year was 1958…. Image courtesy of [link].
Experience Matters
FEBRUARY 18, 2016
Over the previous decade, I’ve had the opportunity to work with and study thousands of companies. One of the things that I’ve noticed is that the world has changed a lot, but organizational management has stayed substantially the same. Technology has enabled entirely new practices and we’ve developed a much deeper understanding of what drives human behaviors and business success. […].
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