ClientSuccess
JANUARY 24, 2019
When it comes to dealing directly with customers, is there anything more anxiety-inducing for customer success teams than the dreaded handoff? Probably not, but it really doesn’t have to be this way. Typically, customer handoffs are such a complex part of the customer journey because they set the tone for how a relationship is actually going to work.
C3Centricity
JANUARY 21, 2019
If you commission or conduct market research, then this post is a must-read. It shares ten important reasons I have learned over the years for NOT doing research, but which are unfortunately still prevalent today. Which, if any, are you guilty of? Leave your comments below – I dare you! #1. WHEN THE ISSUE / OPPORTUNITY IS NOT CLEAR AND THE OBJECTIVES ARE NOT WELL DEFINED.
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Customer Bliss
JANUARY 23, 2019
In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?
InMoment XI
JANUARY 23, 2019
Understanding the Importance of a Structured Data Management System Data management is complex, messy, and outright confusing, which is why most enterprise CX teams choose to lower it on their list of priorities. This mentality and lack of understanding has led to a serious industry problem—hundreds of millions of records from various data sources with.
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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.
GetFeedback
JANUARY 24, 2019
Today’s customers have high expectations for support. They want answers to their questions—and they want them quickly. In order to meet this demand, your team needs modern customer support tools that aid their efforts in providing the best customer experience possible. Whether you run a tiny support team with just a few team members or a large team with hundreds, you’ll need a number of software tools to make sure that you’re efficient, productive, and organized.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
BlueOcean
JANUARY 22, 2019
Let’s get real: once-transformative technologies that allowed businesses to respond to consumer needs with speed and agility no longer elicit the oohs and aahs they once did. While new technology continues to emerge, the digital transformation of recent years has conditioned consumers to expect ultra-responsive, technologically-powered customer service, but they want more than that.
InMoment XI
JANUARY 22, 2019
This is the second part of a three-part blog series. In this blog series, I’m focusing on the three questions I’ve been asked the most over my 20 years in various research consulting roles at MaritzCX. Last month I answered the question: “How do I increase response rates? Should I shorten my survey?” You can. View Article.
GetFeedback
JANUARY 21, 2019
A successful content marketing strategy relies on good customer feedback. Without knowing what your customers want, it’s impossible to develop valuable content that generates brand loyalty and business leads. The better your content, the bigger impact you’ll have on the bottom line. . In fact, 2018 study by Clutch revealed that 73% of consumers made a purchase based on marketing content they’ve viewed.
Steve DiGioia
JANUARY 21, 2019
Blinders. They’re used on racehorses to keep their focus on running straight ahead and to not be distracted by the horses on either side. For most horses, blinders are a good and productive means to an end. But for some of us humans working in the customer service industry, we’ve decided to wear blinders too. We focus on our job with little interaction with our fellow co-workers.
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
BlueOcean
JANUARY 21, 2019
Blue Ocean, a world leader in customer care solutions, was named a finalist in the “Customer Service Team of the Year – Recovery Situation” category in the 13th Annual Stevie® Awards for Sales & Customer Service. Achieving finalist status ensures Blue Ocean will be presented with either a Gold, Silver, or Bronze Stevie when results are announced on February 22 at Caesars Palace in Las Vegas, Nevada.
InMoment XI
JANUARY 22, 2019
This is the second part of a three-part blog series. In this blog series, I’m focusing on the three questions I’ve been asked the most over my 20 years in various research consulting roles at MaritzCX. Last month I answered the question: “How do I increase response rates? Should I shorten my survey?” You can. View Article.
GetFeedback
JANUARY 24, 2019
Today’s customers have high expectations for support. They want answers to their questions—and they want them quickly. In order to.
Kristina Evey
JANUARY 24, 2019
Successful teams are made up of the right people. This is true in sports and it is true in Customer … Read More Get the Right People on Your Customer Experience Team. The post Get the Right People on Your Customer Experience Team appeared first on Kristina Evey.
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.
NICE inContact
JANUARY 24, 2019
Let’s face it, no one enjoys waiting in line. Whether we’re getting a coffee, a car wash, or checking into a hotel, we all just want fast and easy service, so we can get on with our day. . This same rule applies when people call into your contact center. . And if you think that more people are contacting you via your digital channels instead of calling you, think again.
InMoment XI
JANUARY 21, 2019
I wish we had a crystal ball but we don’t. Despite that, we made a prediction back in the fall that the worlds of CX and CRM would continue coming together since it results in many benefits both for customers and organizations. Then, low and behold, in November SAP announced they were acquiring Qualtrics for. View Article.
GetFeedback
JANUARY 21, 2019
A successful content marketing strategy relies on good customer feedback. Use this guide to develop a customer survey that'll help drive your content.
CX Accelerator
JANUARY 25, 2019
Originally posted on ICMI.com November 5th, 2018 People love to talk about Employee Experience (EX), especially in the context of Customer Experience (CX). Sadly, it's often just talk. Establishing a meaningful connection between your employee experience and the Customer Experience is very difficult. Does this make it any less important? Not at all.
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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.
Customer Bliss
JANUARY 25, 2019
In today’s episode, I explore the basics of establishing a core CX foundation for your organization with Darin Byrne, Vice President of Client Experience and Delivery at Wolters Kluwer , a global provider of professional information, software solutions, and services for clinicians, nurses, accountants, lawyers, tax specialists, and finance, audit, compliance, and regulatory sectors.
NICE inContact
JANUARY 24, 2019
Meaningful data and reporting are critical elements for any contact center. Without an accurate read on performance and the quality of the service being provided to customers, managers can’t know where—or how—to improve. That’s the situation City Furniture, a leading home furnishings and accents retailer in Florida, found itself in with an on-premise Cisco system that consistently provided inaccurate information.
GetFeedback
JANUARY 24, 2019
Today’s customers have high expectations for support. They want answers to their questions—and they want them quickly. In order to.
IntouchInsight
JANUARY 24, 2019
Learn more about some of the exciting new IntouchCheck features that have just been released.
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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?
ijgolding
JANUARY 23, 2019
Do you remember the word “mankind”? personally I am a supporter of using the gender neutral “humankind” and can see how, regardless of my underlying motivation, using a different word can have a significant impact on the reader. Let’s be clear though, a word change doesn’t automatically result in a change of heart/attitude/ language. But it should always act as a helpful encouragement to not give up pursuing the substantive issue.
NICE inContact
JANUARY 23, 2019
If there is one single area you want to focus on in 2019 for contact center improvement, consider Performance Management. The contact center industry has always experienced higher attrition rates than many other industries, and with current workplace turnover at an all-time high, this has not changed. Overall turnover statistics in the call center industry as a whole vary greatly, but on average, turnover is between 30 and 45 percent.
Kayako
JANUARY 25, 2019
Customer experience expert Jeanne Bliss joined us for a webinar where she spoke with us about her new book ‘Would You Do That to Your Mother’, and how businesses can provide customer service that would quite literally “make mom proud!”. Bliss urges companies to make business personal to earn ardent fans and admirers, by focusing on one deceptively simple question: “Would you do that to your mother?
TechSee
JANUARY 24, 2019
Innovative ways to provide customers with immediate assistance, guidance and support lies at the heart of every customer-centric organization. Live video support – where service is provided over a live video connection – has proven to be an effective method of driving high customer satisfaction ratings and building customer loyalty through personalized service.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Vonage
JANUARY 24, 2019
Colin Greenwood and Richard Ogley are here to help. Specifically, they’re here to help you; the customer. As Senior Experience Director at Wolff Olins and Senior Manager of Service Design at Whitbread, respectively, Greenwood and Ogley spend their days head-scratching, chin-stroking and, ultimately, problem-solving to ensure your journey through the end-to-end consumer experience is memorable for all the right reasons.
NICE inContact
JANUARY 23, 2019
Founded in 1994, Appriss is a data analytics company built on a core belief: Technology can and should be doing good for society. Leaders in key industries across the globe use the company’s data and platforms to solve some of today’s most complex challenges, from fraud to the opioid epidemic to safety for violent crime victims. The contact center plays a critical role in supporting these efforts: approximately 55 Appriss agents handle more than 30,000 calls monthly, working 24 hours a day, seve
Kerry Bodine
JANUARY 22, 2019
In our journey mapping bootcamps , we’re often asked whether there’s anything that organizations need to think about or do differently when creating business-to-business (B2B) journey maps. While the overall process for creating these maps is the same, there are two key differences. Difference #1: B2B personas align with job functions. Every journey map needs to clearly define whose story is being told.
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