ijgolding

FEBRUARY 5, 2018

This year, Ian Golding (that’s me), will officially become the author of a book. A lifetimes ambition, I am beyond excited!! However, I would never have got to the point of being on the brink of achieving my ambition without the support of many people. A significant amount of support came via my crowdfunding campaign on Kickstarter. I feel genuinely blessed that so many people believed in what I am doing enough to pledge their support to make my dream come true.

Culture 264

Culture Measurement Customer Centricity Hotels 264

Lumoa

FEBRUARY 6, 2018

The future of customer experience is decided. Isn’t it? Probably not. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you. Some time ago we released the first part of the interview answers, and this week guests are Lynn Hunsaker, Peter Lavers, Jane Treadwell-Hoye, Melinda Gonzalez, Matt Dixon, Vicki Amon-Higa and Raul Guillermo Amigo.

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

QuestionPro Audience

FEBRUARY 7, 2018

Every good idea should be supported by extensive research. Businesses can’t afford to go to market with a new product that hasn’t been properly researched. If you’re unconvinced, let us remind you of “new Coke”, which was launched in 1985 after Coca-Cola lost market share to their rival, Pepsi. Coke’s decision to alter their traditional recipe resulted in major outcry from consumers, who inundated the company’s call centers with more than 400,000 complaints.

Data 230

Data Tips Survey Call Center 230

Centriam Customer Experience Lab

FEBRUARY 8, 2018

To help you build or improve your business cases, Centriam built a single page summary — a map of sorts — which outlines twelve different financial gains resulting from customer experience improvements. These twelve drivers are aggregated into five categories.

Financial 218

Financial Customer Experience Customers 218

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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

Report

Kayako

FEBRUARY 7, 2018

Support reps get tons of training from the moment they start their job—whether it’s on products, new feature launches, or soft skills like communication. This is great. Training gives new hires a solid baseline to start their jobs and do them well. While training is vital, it isn’t enough to help employees grow professionally at your company or in their careers.

Customer Service 211

Customer Service Training Feedback Interaction 211

Experience Investigators by 360Connext

FEBRUARY 9, 2018

No matter what language they speak, there’s typically a barrier between the language brands use internally and the language customers use while trying to get something done. Yet it really isn’t what they hear, but how it makes them feel and what it makes them want to do next. Does it drive the next best action, or leave them scratching their heads and dropping out of the journey?

Touchpoint 207

Touchpoint Customer Journeys ROI Customers 207

NICE inContact

FEBRUARY 6, 2018

Watch first-hand how the customer experience differs for customers using a traditional, multi-channel routing customer service solution, compared to a true omnichannel customer experience in this video. Follow the twins, Jimmy and Johnny, to see for yourself what happens as each of them tries to execute a quite mundane task: reschedule a service appointment for their cars.

Omni-Channel 186

Omni-Channel Customer Experience Multi-Channel Course 186

Customer Bliss

FEBRUARY 9, 2018

The following post is an excerpt from my book: Chief Customer Officer 2.0. Below, I share a “My Rock, My Story” snippet – which is one of many featured throughout the book. These stories come from CCOs who have faced numerous challenges, yet persevered in pushing their metaphorical “rock up the hill” by uniting their leadership teams, working through challenges, and ultimately achieving success in doing so.

Customer Journeys 190

Customer Journeys Chief Customer Officer Leadership Customer Centricity 190

BlueOcean

FEBRUARY 7, 2018

Every day, we interact with executives who are in the early stages of discovery, looking for ways to improve their customer experience and/or drive cost out of their customer care model. The conversations often revolve around whether the time is right for them to consider an outsourced model. Obviously, every company is different: customer journey maps, pain points, and growth projections are all different.

Customer Journeys 168

Customer Journeys Abandon Rate Contact Center Customer Care 168

Speaker: Amanda Adams, Fractional CFO, CPA

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Amanda Adams, 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

InMoment XI

FEBRUARY 9, 2018

Dräger – An innovative platform leads to an improved customer experience Dräger, an international leading company in medical and safety technology, has carried out customer satisfaction studies worldwide for a number of years. At the beginning, only relational surveys were conducted in intervals of up to three years. The survey was in the form of.

Customer Satisfaction 150

Customer Satisfaction Study Survey Innovation 150

CX Accelerator

FEBRUARY 3, 2018

Using DiSC in a customer service context to enhance both the customer and the agent experience. There is a plethora of training options available to service leaders who are looking to enhance the communication skills of their agents. Having had exposure to many of these, DiSC is my top choice with the most significant impact. Having now studied DiSC and received my credentials as a certified facilitator, there is no mystery why the tool is so great for a customer service environment.

Interaction 140

Interaction Customer Service Sports Communication 140

GetFeedback

FEBRUARY 7, 2018

How do you measure support quality? When we realized our Customer Satisfaction (CSAT) was inflated, we tried a new tactic: focusing on customer effort.

Measurement 150

Measurement Customer Satisfaction Customers 150

ijgolding

FEBRUARY 9, 2018

Every day, every week, every month, every year, I learn something new. It is one of the reasons I obsess with calling myself a ‘specialist’, not an ‘expert’ Specialists never stop learning and I am regularly reminded that there nuggets of knowledge waiting around every corner. A few weeks ago, a fellow Customer Experience Specialist – an amazing lady called Jan Richards – passed on one such nugget.

Customers 140

Customers Customer Experience Customer Journeys Banking 140

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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

InMoment XI

FEBRUARY 8, 2018

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. As a customer-centric business, decisions should always be made based on customer benefit. This requires a precise understanding of how customers experience the business at the various interaction touchpoints and of where opportunities for improvement exist.

Touchpoint 150

Touchpoint Software eBook Management 150

Experience Matters

FEBRUARY 5, 2018

First of all, I want to say congratulations to all of the Philadelphia Eagles fans out there. Your team won a great game that capped off an amazing season! I was lucky enough to attend my third Super Bowl (SB LII) yesterday. Unlike the endings in Super Bowls XLIX and LI, my Patriots did not win the game. Here are a few quick thoughts about the experience: Minneapolis was a very welcoming community.

Customer Experience 136

Customer Experience Customers 136

ShepHyken

FEBRUARY 9, 2018

This week we feature an article by Kristin Erikson writes shares great customer service training tips and ideas that will help your company build brand advocacy. Remember customer service training is not something you di, it’s something you do. – Shep Hyken. What is the most important thing you can do to improve relationships with your customers?

Customer Service Training 159

Customer Service Training Training Brands Customer Service 159

Michelli Experience

FEBRUARY 6, 2018

First, notice the title of this blog! You will see that I didn’t mention the name by which people typically refer to the season-ending major sporting event where commercials play a central role. Therein is my first lesson: Trademarks matter. Virtually every phrase used to describe that event has been trademarked and the equity created around it is policied aggressively by the trademark owners attorneys.

Customer Experience 133

Customer Experience Sports Advertising Social Media 133

Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin

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

InMoment XI

FEBRUARY 8, 2018

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. As a customer-centric business, decisions should always be made based on customer benefit. This requires a precise understanding of how customers experience the business at the various interaction touchpoints and of where opportunities for improvement exist.

Touchpoint 150

Touchpoint Software eBook Management 150

TechSee

FEBRUARY 5, 2018

Visual experiences are gaining traction within customer interactions. Visual engagement has been proven especially effective across a wide range of sales, marketing and customer service and support scenarios, providing the quickest route to success and resolution in a number of use cases. One of the most common use cases for visual engagement in customer service is when visual proof is required to solve issues such as billing disputes, invoice clarification, contract misalignment, personal detai

Customer Service 133

Customer Service Call Center Fashion Contact Center 133

CX Journey

FEBRUARY 7, 2018

Image courtesy of Pixabay Is your company culture best described as a culture of excuses? If so, then you need to think about why that's happening. Why are people making excuses? Why do they feel they need to? Why is that OK? And then consider making "no excuses" one of your core values. Seriously. Have you ever had a conversation with one of your employees or a colleague about some topic - be it customer experience, employee experience, strategy, or the business in general - a topic, perhaps, w

Culture 127

Culture Leadership Employee Experience Communication 127

Beyond Philosophy

FEBRUARY 8, 2018

You are irrational. Your friends are. Your manager is. I am, too. Unless you know a Vulcan, everyone you know is irrational. People are irrational by nature. In my latest book, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level my co-author Professor Ryan Hamilton of Emory University and I explore the influence of our emotions on our behavior as customers.

Consulting 135

Consulting Customer Experience Training Sales 135

Speaker: Miriam Connaughton and Donald Knight

As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.

Connections

InMoment XI

FEBRUARY 6, 2018

I’ve written about this experience before, and amazingly, my experience hasn’t improved in the past couple years. It’s the coffeehouse slow and inefficient service that I’m talking about. On Saturday mornings, I frequently go with my son to grab a quick breakfast before we get to his early-morning music lesson. He always orders the same. View Article.

Customer Experience 150

Customer Experience Customers Retail 150

Myra Golden

FEBRUARY 6, 2018

Do you find it difficult to get customers to accept your word as final? Like, do they just come back and ask their question another way. Or even better, do they ask to talk to your manager? The thing is, we all need to get better at making our answer the final answer. It’s pretty easy to give a firm answer when you have the right approach. Making your answer the final answer comes down to two things.

Video 116

Video Course Training How To 116

Comm100

FEBRUARY 9, 2018

One way to achieve customer service consistency is to create a knowledge base as a single, infallible point of knowledge for customers or even for your staff. Building a knowledge base isn’t easy, but luckily there are examples all around the internet that you can take inspiration from. Read on to see how other companies are doing it, and what you can learn from them.

Knowledge Base 104

Knowledge Base Self Service Examples Tips 104

Customer Bliss

FEBRUARY 8, 2018

We recently learned that a good friend of ours and member of the Customer Experience Professionals Association , Diana Helfinstine , VP of Customer Experience at Essilor , the world’s largest manufacturer of eyeglasses has passed away. In tribute to Diana, who has been a pillar in the CX community, we’re revisiting this podcast episode.

Customer Journeys 100

Customer Journeys B2C Customers Innovation 100

Speaker: Jennifer Wright and Nick Barron

2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt

Customer Experience

InMoment XI

FEBRUARY 6, 2018

I’ve written about this experience before, and amazingly, my experience hasn’t improved in the past couple years. It’s the coffeehouse slow and inefficient service that I’m talking about. On Saturday mornings, I frequently go with my son to grab a quick breakfast before we get to his early-morning music lesson. He always orders the same. View Article.

Customer Experience 150

Customer Experience Customers Retail 150

Michelli Experience

FEBRUARY 8, 2018

__. Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli. The post {Infographic} Customer Experience Lessons from Television Advertising’s Biggest Day in America appeared first on Joseph Michelli.

Infographics 100

Infographics Customer Experience Advertising Consulting 100

Comm100

FEBRUARY 7, 2018

Choosing a customer engagement software solution can be daunting. But you’re not alone — we’ve compiled this checklist of things to consider when evaluating different providers to help you stay on track. By keeping this list in sight during research — or using it to ask your vendor questions during a sales pitch — you will be able to avoid hidden drawbacks and make an informed decision about which customer engagement solution is right for your company.

Software 104

Software Customer Engagement Engagement Social Media 104