TechSee

SEPTEMBER 24, 2019

Sam travels often for business. On his last trip to London, he stayed at the Lord Rochester Hotel, since his tried-and-trusted Hotel Miranda Grand was overbooked. The receptionist at the Lord Rochester upgraded his room, comped him for food and spa services, and generally treated him like royalty. On his next visit to London, he insisted on being put up – along with his entire team – at the Rochester.

Self Service 150

Self Service Strategy Customer Experience Hotels 150

CX Accelerator

SEPTEMBER 24, 2019

We’ve all been there. It’s your first day on a new job and you’re trying to figure out how things work. There’s lots to be done – relationships to be built, goals to be set and plans to be drafted. You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be.

Tips 282

Tips Customer Centricity Strategy Social Media 282

InMoment XI

SEPTEMBER 23, 2019

During an event in Las Vegas I was lucky enough to share three key ways to create greater ROI from a CX program by leveraging our clients’ experiences around driving business success. In my role as a MaritzCX Client Success Practice Lead, I spend time meeting with practitioners in business reviews, reading through CX Program. View Article.

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ROI Meeting 200

Customer Bliss

SEPTEMBER 24, 2019

In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. There’s not much that can give me an immediate stomachache like watching that airport conveyor belt slow down and halt without my bag on it.

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Airlines Video Customers Customer Service 276

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

Call Center

GetFeedback

SEPTEMBER 24, 2019

If you’re reading this article you’ve probably read or heard about the book: “ The Effortless Experience: Conquering the New Battleground for Customer Loyalty. ”. And now you’re asking yourself, is effortless really enough? . We’ve asked ourselves this question, and after much deliberation, we decided the answer is no. We’re not the only ones who think so—there’s much debate on whether low-effort is really the key to great customer experience.

Infographics 170

Infographics Loyalty NPS Metrics 170

InMoment XI

SEPTEMBER 26, 2019

EXPERIENCE FORUM 2019 NYC Whether your focus is customer, employee, or patient experience, join us for this action-packed event. This one-day free event is hosted in New York, designed to deliver best practices, inspiring idea exchanges, case studies, and expertise from top thought leaders and practitioners of experience management programs. You don’t want to miss!

Management 367

Management Case Study Study Customer Experience 367

CloudCherry

SEPTEMBER 27, 2019

Photo by Van Tay Media. Managing Moments of Truth: Engineering a Better Member Experience at Credit Unions (Part 1). A credit union is one of the only organizations that manufacture a product with the recipient of that product—the member—present. And because a credit union’s product is service itself, service is really the one true way for credit unions to differentiate themselves in a competitive banking space.

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Net Promoter Score Management NPS Banking 150

GetFeedback

SEPTEMBER 24, 2019

A Voice of the Customer (VoC) program is an essential tool to collect valuable customer feedback and take proper action to improve customer experience (CX). A successful program leads to higher return rates, fewer churns, and more loyal customers. . Although many CX professionals understand the importance of VoC and its impact on experience and customer loyalty, many are unable to quantify the business value of their initiatives (75% to be exact, according to CustomerThink research ). .

How To 150

How To ROI Policies Analysis 150

CX Accelerator

SEPTEMBER 24, 2019

We’ve all been there. It’s your first day on a new job and you’re trying to figure out how things work. There’s lots to be done – relationships to be built, goals to be set and plans to be drafted. You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be.

Tips 182

Tips Customer Centricity Strategy Social Media 182

Speaker: Jason Cottrell and Brian Walker

Brands used to look for a commerce platform that could do everything. But over time, one vendor was no longer enough to meet a brand’s needs, so they added, and added, and added— and now it's essential that these vendors work well together. That’s composable, and it’s important to get it right. Customers and your board expect you to be in new channels and to adapt quickly to market change.

System

InMoment XI

SEPTEMBER 24, 2019

ahm is a no-nonsense health insurance company that has been doing business for over 40 years and has over 700,000 ahm members. Addressing Systemic Issues and Using NLP Analytics with Unsolicited Feedback to Eliminate Failure Demand ahm has one of the most sophisticated voice of the customer programs in Australia and is always looking. View Article.

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Interaction NPS Insurance Analytics 266

CloudCherry

SEPTEMBER 23, 2019

‘L-eh eh eh- t’s…Let’s stay together (‘gether)’. Whether a customer is ‘shiny and new’- a phrase used by this week’s ‘Sweets of CX’ guest, Jeannie Walters – or a loyal, long-time supporter of your brand, it’s all about keeping the healthy relationship going. In her conversation with our own James Gilbert, Jeannie- author, speaker, consultant, owner of Experience Investigators by 360 Connext , and CX Expert for 20 + years- educates us on the ins and outs of Customer Retention.

Customer Retention 150

Customer Retention Customer Journeys How To Analysis 150

NICE inContact

SEPTEMBER 27, 2019

The last couple years have seen an important turning point for customer service and customer experience. Think about it: we’ve witnessed vast improvements in digital customer service technology like artificial intelligence (AI) and live chat, both of which are certain to continue evolving. Many companies recognized the importance of digital customer service and CX as key differentiators. 89% of businesses are soon expected to compete mainly on customer experience.

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CRM Contact Center Return on Investment Call Center 138

GetFeedback

SEPTEMBER 24, 2019

Learn how to earn executive support for your Voice of the Customer (VoC) program through these proven-to work strategies and tactics.

How To 150

How To Strategy Customers 150

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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.

Communication

Alida

SEPTEMBER 27, 2019

With new privacy regulations and a greater public awareness of online privacy rights, we marketers have had a fire lit under us. We must be more careful and thoughtful than ever when deciding how to access and utilize customer data. This environment, coupled with the desire for more targeted information to help maximize marketing dollars, is leading businesses to focus less on the amount, and more on the quality of data used to reach customers.

Data 140

Data Marketing Customers How To 140

Kayako

SEPTEMBER 26, 2019

Humanity – according to the Merriam Webster dictionary – is defined as compassionate, sympathetic, or generous behavior or disposition: the quality or state of being human. . It’s likely that one of the first companies that come to mind when talking about humanity in customer communication is Zappos. It’s well known that they have created a customer-obsessed culture whose aim is to wow their customers, creating deeply loyal advocates.

Communication 130

Communication How To Culture Customers 130

NICE inContact

SEPTEMBER 25, 2019

Agility and ease are key concepts in digital customer service , regardless of your industry or the size of your business. We recently collaborated with T-Mobile, one of our clients, to learn more about how they offer better, more efficient digital customer service. Here’s what we found out. T-Mobile was facing a commoditized market and needed to differentiate beyond price and promotion.

Customer Service 138

Customer Service Social Media Contact Center CRM 138

GetFeedback

SEPTEMBER 24, 2019

An infographic that explans why effortless experience is not all that matters when it comes to cultivating customer loyalty.

Infographics 150

Infographics Loyalty Customer Experience Customers 150

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

Customer Bliss

SEPTEMBER 26, 2019

Are you lacking headcount in your organization? If so, you’re not alone, and I want you to view this as a challenge and a test. You will need to establish, with tactics, what the work will be to garner headcount. Headcount allows you to have more order and structure within your organization. You need it to have a better understanding of who does what in the company and how it trickles down to the customer experience.

Chief Customer Officer 137

Chief Customer Officer Customer Experience Leadership Resources 137

Alida

SEPTEMBER 27, 2019

With new privacy regulations and a greater public awareness of online privacy rights, we marketers have had a fire lit under us. We must be more careful and thoughtful than ever when deciding how to access and utilize customer data. This environment, coupled with the desire for more targeted information to help maximize marketing dollars, is leading businesses to focus less on the amount, and more on the quality of data used to reach customers.

Data 133

Data Marketing Customers How To 133

NICE inContact

SEPTEMBER 27, 2019

With an outdated, on-premises Cisco call center system, Empire Today was facing a $1 million price tag to upgrade to modern functionality. The move to NICE inContact and the CXone cloud platform came soon thereafter. “It was a no-brainer,” said Philip Bennett, Empire Customer Service Operations Manager. By the time the home improvement and furnishings company made the switch, there had been plenty of frustrations with the old system.

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Abandon Rate Contact Center Wait Times Case Study 137

GetFeedback

SEPTEMBER 27, 2019

This playbook is designed to help you set up your Automated NPS program and integrate it with Salesforce. It provides.

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NPS 150

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Retail

Customer Experience Update Submitted Articles

SEPTEMBER 23, 2019

Employees who feel cared for care for your customers. And that starts with having a defined culture.

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Customer Experience Culture Customers 177

Experience Investigators by 360Connext

SEPTEMBER 24, 2019

Let’s talk about the future of customer experience. I’m often asked about it, and I’ll tell you this universal truth: Customers will expect more than we can give them. You heard that right. We are reaching a point when expectations will become so high that it will be challenging for us to keep up with them. What can we do? Just build a bunker and wait it out, I suppose.

Customer Experience 110

Customer Experience Chatbots Social Media Connections 110

NICE inContact

SEPTEMBER 26, 2019

Here’s the problem: 91% of customers expect a seamless experience when moving from one method of communication with a company to another (e.g., chat to phone). Yet only 24% of businesses give themselves an excellent rating in providing this seamless customer experience (CX). So, what are these stand-out organizations doing that the other 76% aren’t?

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Meeting Self Service Contact Center Chatbots 137

Comm100

SEPTEMBER 23, 2019

The concept of “artificial intelligence” often gets invoked as a buzzword by enthusiastic tech theorists or marketers, but in this series, I’ll show you how AI chatbots are used right now by real companies with real business objectives. I’m not a theorist or a marketer, I’m someone with experience implementing AI chatbot solutions which provide value to businesses, as well as their customers.

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Chatbots Telecommunications B2C Hotels 102

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Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.

Customers

ShepHyken

SEPTEMBER 25, 2019

National Customer Service Week is coming up soon. Every year it is the first full week in October. This is a week to celebrate and appreciate not only our customers, but also the people who make our customers happy. In fact, the original intent was to focus more on employees than customers, but I’m happy to celebrate both. In customer service, there are so many ways to do things right.

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Customer Service Social Media Customer Service Training Customers 124

Beyond Philosophy

SEPTEMBER 26, 2019

Well…It depends! When I started Beyond Philosophy back in 2002, nobody knew us. I implemented a strategy based on one of Oscar Wilde’s phrases. Wilde said, “There is only one thing in life worse than being talked about, and that is not being talked about.” We put loads of material out there to ensure we were “talked about.” We discussed marketing efforts in our latest podcast.

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Conference Sales Entertainment Groups 110

NICE inContact

SEPTEMBER 25, 2019

Artificial intelligence is one of the hottest topics today and nearly every C-level executive is eager to understand how AI will transform their business. Contact centers are no exceptions. Only about a third of the customers are willing to use bots and virtual assistants to interact with companies AI is not a customer pleaser, yet! But it shows high potential.

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Contact Center Self Service Guidelines Chatbots 136