BlueOcean

APRIL 15, 2019

Admit it, you love it when you’re handed that Starbucks beverage with your name spelled neatly and correctly on the side. Maybe that’s where it all started: that innocent coffee cup with the green mermaid staring back at you. The trend of personalized customer experience has since transformed almost every industry as we know it. From the retail experience to social media connections to issue resolution via the contact center, customers want their individual needs known and reflected in the inter

Customer Care 189

Customer Care Social Media Contact Center Poor Customer Service 189

DemandJump

APRIL 19, 2019

Let’s be honest. Your analytics tool may have been state-of-the-art when you first started using it, but when was the last time you sat down and took a hard look at its features? A lot has changed in the last few years, and marketers should be demanding a more holistic view of their customer's path to purchase.

Analytics 40

Analytics Tools Marketing Customers 40

Eptica

APRIL 17, 2019

Date: Wednesday, April 17, 2019 Author: Steve Nattress - Product Manager Why collaboration is key to customer service success. Published on: April 17, 2019. Author: Steve Nattress - Product Manager In today’s competitive world, keeping customers happy is part of everyone’s job in the organization. Whether it is the delivery driver for a supermarket, a broadband installer, or an agent in a contact center, they are all part of the customer experience and responsible for delivering grea

Customer Service 72

Customer Service Contact Center Social Media Knowledge Base 72

NetBase

APRIL 19, 2019

When it comes to sourcing consumer love to foster brand-consumer connections, you don’t have to overthink it. Anything and everything is up for discussion – with passion you might not expect driving conversations about the smallest things: like Peeps. Peeps – for the uninitiated – are sugar-coated marshmallow treats that make their most well-known annual appearance on store shelves around the Easter holiday.

Consumers 46

Consumers Brands Analytics Connections 46

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

Lumoa

APRIL 14, 2019

New features are available in Lumoa. The update includes new and improved features such as; a new and fresh dashboard design, new timeline chart and new and easier time range selectors.

295

295

InMoment XI

APRIL 16, 2019

This article features insights that were shared by Gillian Mackay, the Strategic Consulting Director at MaritzCX, and was originally published here. What is a Voice of the Customer Program? A Voice of Customer program refers to the process of capturing customer feedback so that a company can improve the customer experience (and consequently improve business.

Voice of Customer 200

Voice of Customer Consulting Feedback Customers 200

C3Centricity

APRIL 17, 2019

Just like most entrepreneurs and business people, I go to my fair share of conferences. One that stays in my memory for many reasons, was an event I attended in San Jose, California. Some say California is the centre of internet marketing; the San Francisco area for technology and San Diego for marketing. I tend to agree after having recently attended events in both cities.

Marketing 198

Marketing Technology Customer Centricity Conference 198

Kayako

APRIL 15, 2019

We had the pleasure of hosting customer service and experience expert, Shep Hyken earlier this month for a half hour Q&A session on why customer experience matters so much and what businesses must do to create the best experiences for their customers. Shep, has been guiding organizations and customer experience professionals since before the industry knew what the term ‘customer experience’ meant.

Customer Experience 169

Customer Experience Self Service Hospitality Customer Journeys 169

GetFeedback

APRIL 16, 2019

Providing a solid customer experience (CX) can be incredibly hard for many companies. In an increasingly competitive global market, the experience that you provide to your customers is often the only thing that sets you apart from your competitors. Getting it just right is all about asking the right customer experience questions. You need to get to know your target audience by listening to what they have to say and then taking what you learn and putting those insights into action to make changes

Customer Experience 262

Customer Experience Return on Investment Poor Customer Service Metrics 262

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

Customer Bliss

APRIL 16, 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?

Case Study 174

Case Study Study Self Service Chief Customer Officer 174

NICE inContact

APRIL 18, 2019

Have you noticed all the hype around using analytics in quality management, but haven’t utilized it in your organization? If you have a quality program in place and you’re still not getting the results you desire, using analytics can lead to valuable insights that make your quality program more precise and efficient—and that’s just the beginning. Research proves that gives organizations a leg up.

Analytics 162

Analytics Management Contact Center Call Recording 162

Kristina Evey

APRIL 16, 2019

Shownotes… Customer Experience is taken to a higher level when based on customer feedback and engagement. Review sites allow customers … Read More Episode 47 – How to Best Respond to Customer Feedback. The post Episode 47 – How to Best Respond to Customer Feedback appeared first on Kristina Evey.

Feedback 120

Feedback How To Customers Engagement 120

GetFeedback

APRIL 17, 2019

To relieve customers’ hard feelings about problems with some products or services, companies usually choose to improve the customer service skills of their agents. But does this work well? Not entirely, since to get to the point of using your agents’ skills, customers first need to contact your support. And they don’t always. In this article, we’ll discuss the key four reasons why some customers prefer to suffer silently and then leave you for your competitors.

Self Service 255

Self Service Customer Service Multi-Channel CRM 255

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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

Customer Bliss

APRIL 19, 2019

“The expectations of people, thanks to technology, are different. You want it now, you want it fast, you want good service, you want it with no friction,” says Fernando Machado, Global Chief Marketing Officer at Burger King, regarding the company’s transformation to improve its guest experience and meet customer needs. In this episode, Fernando, an extremely successful marketer who’s been featured in Adweek and Forbes , shares how he works closely with operations and the franchise owners t

Guest Experience 135

Guest Experience Customer Experience How To Technology 135

NICE inContact

APRIL 16, 2019

Interactions EMEA 2019 welcomes award-winning actor, comedian, journalist, television presenter and film director – Stephen Fry as our celebrity keynote speaker! Stephen Fry’s career has spanned over many years with over 150 film, TV and audio performances, more than 20 written works, as well as 12.7 million Twitter followers; Fry’s wit and wisdom have been read, seen or heard around the globe over multiple generations.

Interaction 136

Interaction Technology Contact Center Trends 136

CX Journey

APRIL 17, 2019

Image courtesy of Pixabay This is the second of a two-part series on common VoC program mistakes. In case you missed the first post in this series, you can find it here. Note that I haven't prioritized or categorized these mistakes, but take a close look at each one to ensure you're not committing any of them. If you recognize one, you've got to take corrective action immediately.

Survey 136

Survey Touchpoint Analysis Feedback 136

GetFeedback

APRIL 15, 2019

There’s a lot that goes into planning an event, and I’m pretty sure that event survey questions are not at the top of your list. But they should be. Good event marketing is about more than simply hosting a conference or fundraiser. It’s about connecting with your audience and providing them with a meaningful experience that leaves them wanting more.

Survey 207

Survey Transportation Conference Hotels 207

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 Experience Update Submitted Articles

APRIL 19, 2019

Vice President of Customer Experience job description for sustained growth by embedding customer-centered management as a way of life.

Customer Experience 142

Customer Experience Customers Management 142

TechSee

APRIL 16, 2019

Many of us have worked in contact centers. It’s never been a particularly glamorous or well-paid job. And there’s now a serious talent shortage. Employers around the globe are facing the most severe recruitment crisis in 12 years, according to the latest Talent Shortage Survey , with 40% of companies surveyed reporting difficulties filling roles. Contact center agents want to work for employers who help them to develop and grow their careers – and they’re not afraid to leave if they&

Call Center 126

Call Center Culture Contact Center Net Promoter Score 126

Beyond Philosophy

APRIL 18, 2019

If you give people the option to shop somewhere that only had a few choices or another venue with a wide selection, people almost always go for the larger selection. However, sorting through options can feel overwhelming. Too many choices in your Customer Experience are a terrible thing. Of course, too little choice is not great either. We discussed the issues with too many options in a recent podcast and what you can do to make customer’s decisions easier in your Customer Experience.

Brands 127

Brands Examples Customer Experience Consulting 127

GetFeedback

APRIL 16, 2019

With that in mind, here are the seven most important customer experience questions that you’ll want to ask your customers.

Customer Experience 195

Customer Experience Customers 195

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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

Storyminers

APRIL 17, 2019

A small change in course can change your future. That was the promise of StoryMiners’ PIVOT ON PURPOSE interactive workshop for the Georgia Mentor Protégé Council. The first event was held on April 16, 2019 at AT&T. The presentation part of the morning began with an overview of THE SHIFTS THAT SHIFT US TODAY. THE SHIFTS THAT WILL SHIFT US TOMORROW followed.

Case Study 100

Case Study Study Groups Strategy 100

McorpCX

APRIL 18, 2019

It’s human nature to fall in love with your solutions. it’s also one a common pitfall for business leaders, entrepreneurs and those responsible for improving customer experiences.

Customer Experience 106

Customer Experience Customers Analytics Strategy 106

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. We spoke with Marilyn Suttle, a conference speaker, and three-time best-selling author and coach, on a recent podcast.

Culture 114

Culture Customer Service Leadership Airlines 114

GetFeedback

APRIL 16, 2019

With that in mind, here are the seven most important customer experience questions that you’ll want to ask your customers.

Customer Experience 210

Customer Experience Customers 210

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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

APRIL 19, 2019

This week we feature an article by Georgina Nelson who explains her approach to collecting customer feedback that will help you provide a better customer experience. One of the biggest misconceptions about collecting customer feedback is the idea that asking more questions provides more of the insights you’re looking for. Through our work with retail businesses across the world, we’ve found that this couldn’t be further from the truth.

Survey 102

Survey Feedback Retail Consumers 102

Wired and Dangerous

APRIL 15, 2019

Have you noticed that your customers have changed? 79% of customers say they want brands to demonstrate that they care before they will consider a purchase. They have raised the bar on how they view customer experience. And 76% of customers say the level of customer service you provide is the true test of how much your organization values them. They are looking for service providers who consistently deliver service experiences that drive loyalty!

Loyalty 87

Loyalty Groups Customers Survey 87

Beyond Philosophy

APRIL 19, 2019

Is Facial Recognition Creepy or Is It Just the Future? Technology can analyze people’s facial expressions and determine what emotion they feel. It’s called Facial Expression Analysis and it uses Facial Recognition technology. This technology presents the most authentic option for capturing data on customers’ emotions during your Customer Experience.

Analysis 114

Analysis Technology Consulting Study 114