Beyond Philosophy

APRIL 24, 2017

Lying is a rotten thing to do. However, the more you do it, the less rotten it seems. Or at least that’s what a recent study about lying revealed. The researchers, including Dan Ariely , author and Professor of Psychology and Behavioral Economics at Duke University, wondered if your brain adapted to being deceitful. To find out, the research team put participants in an fMRI machine (functional magnetic resonance imaging) to see what happened when they lied.

Consulting 317

Consulting Consulting Banking Customer Experience 317

ShepHyken

APRIL 26, 2017

Every week I stay at different hotels around the world as I travel for my speaking engagements. And, every morning I get up in these hotels and take a shower. I reach in to turn the knob for the water, which is usually a few feet below the showerhead. I turn the knob to what I hope is the correct water temperature and pull my arm out just as fast as I can – to avoid the cold water that is about to shoot out of the nozzle and hit my arm or other parts of my body.

Customer Experience 253

Customer Experience Customer Service 253

CX Global Media

APRIL 27, 2017

Gamification in customer experience has been used for several years. The concept of using game mechanics to attract and retain customers in the consumer space is commonplace and many tools have been developed. However the use of gamification tools in employee experience and performance has really just begun to emerge. And it’s rising quickly. For decades contact centers have explored ways to turn the tide of low employee engagement and low morale.

Gamification 227

Gamification Call Center Morale Contact Center 227

Callminer

APRIL 26, 2017

Definition of First Call Resolution First-call resolution (FCR) is an important contact center metric and element of customer relationship management (CRM). The term is self-explanatory: a contact center’s ability to resolve customer problems, questions or needs the first time they call, with no follow-up required. FCR not only helps gauge customer satisfaction – the higher […].

First call resolution 196

First call resolution Best practices CRM Contact Center 196

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Beyond Philosophy

APRIL 26, 2017

Theme parks aren’t really my cup of tea, partly because I don’t see the point of buying a $100 ticket so I can spend half my day sweating in long lines. Surely there are places that will let me stand in line for free! Universal Orlando seems to have heard me, or the tens of thousands of other people who say that standing in a two-hour line isn’t their idea of a good time.

Technology 283

Technology Consulting Consulting Customer emotions 283

Contact Center Pipeline

APRIL 25, 2017

Understanding your contact center costs is vital to successful management and administration of your center. Before we begin the discussion about reducing your cost per call, we first need to make sure that you have contact center costs measurements in place. If you are not actively tracking your costs and trends, it is impossible to […].

Contact Center 177

Contact Center Management Self service Call Center 177

Callminer

APRIL 26, 2017

Definition of First Call Resolution. First-call resolution (FCR) is an important contact center metric and element of customer relationship management (CRM). The term is self-explanatory: a contact center’s ability to resolve customer problems, questions or needs the first time they call , with no follow-up required. FCR not only helps gauge customer satisfaction – the higher your first-call resolution rate, the more satisfied your customers tend to be – and, as a result, drive customer loyalty

First call resolution 140

First call resolution Best practices Contact Center Analytics 140

Myra Golden Media

APRIL 23, 2017

I was making a special candy desert with my daughter, just 4 years old at the time. I didn’t even want to make the recipe, but Lauren begged me to. Given my frustration in the kitchen with this unfamiliar and difficult recipe, it’s no surprise that my daughter quickly lost interest in cooking with mommy and went to play. Impatient with a lengthy step in the cooking process, I decided to let the mixture simmer for a bit, thinking my frustration could also simmer down, and I went down the hall to

Customer Experience 149

Customer Experience 149

ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. This will help lead you to forming important relationship with your customer. – Shep Hyken. Customer service needs customer data. Priceless customer information is generated every time a customer interacts with you.

Customer Service 226

Customer Service Contact Center Technology Big data 226

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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

Surveys

Contact Center Pipeline

APRIL 27, 2017

Workforce management tips and takeaways were the topics on the Pipeline blog in April. WFM expert Tiffany LaReau’s insightful notes from the SWPP conference (a two-parter) were among our most-read blog posts this month. Other popular topics included agent scheduling, sales incentives and how to create a culture of accountability for achieving performance metrics.

Metrics 140

Metrics Sales Accountability Management 140

Callminer

APRIL 24, 2017

There are many lessons contact center professionals can take from Netflix.

Big data 182

Big data Contact Center 182

CustomerGauge

APRIL 26, 2017

NPSBenchmarks.com is very excited to welcome back Dr. James Borderick, Head of Customer Experience Analytics at HPE Software, for the second part of our interview series with HPE Software. Last time, James sat down with us to discuss some NPS ® 101 – why HPE Software started using NPS, the challenges it faced, frequency of […]. The post HPE Software On How To Close The Loop & Drive Revenue Growth [Interview] appeared first on CustomerGauge.

Analytics 137

Analytics Customer Experience Customer retention 137

ShepHyken

APRIL 24, 2017

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Hidden Secrets of Exceptional Customer Service From Amazon, PriceFixer, Netflix and Tesla You Could use to Command Your Customers’ Loyalty by Vicky Law.

Customer Service 174

Customer Service Surveys Personalization Consulting 174

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.

Customer Experience

Peter Lavers

APRIL 27, 2017

Peter met Nat Schooler at the recent IBM Amplify conference, which has led to him being interviewed for this series of podcasts, which covers the subject of how to “Accelerate Your Marketing, Branding and Career Success”. Please click here to read a summary and listen in to the first part of the interview, or go to: [link]. The post Peter Lavers Featured on “Next Level” Branding Podcast appeared first on Think CX.

Marketing 100

Marketing 100

Contact Center Pipeline

APRIL 26, 2017

When a disaster strikes, senior leadership must act quickly and decisively to protect the business and keep it operating. For employees, though, concerns are more personal—are family members out of danger; are their homes secure; are the roads safe to travel; if they make it to work, would they be able to leave if they […].

Personalization 100

Personalization Contact Center Call Center 100

360Connext

APRIL 24, 2017

I’ve been so fortunate to work with some really great people. Many of these were clients who were charged with leading customer experience change within large companies. There are so many challenges in these positions. In most cases, it’s new philosophy, limited staff and authority, and typically a culture straining against the wave of change that is required with a successful customer experience strategy.

Customer Experience 118

Customer Experience Consulting Consulting Metrics 118

Customers That Stick

APRIL 25, 2017

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Customer Service 102

Customer Service 102

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

Feedback

Amity

APRIL 24, 2017

Since 2014, Loopio has been helping hundreds of companies win more business by supercharging their response process for RFPs, RFIs, and Security Questionnaires. From the day the three co-founders started the company, its business plan, and its culture, Customer Success has been at the forefront of all things Loopio. We sat down with Loopio's Co-founder and CEO, Zakir Hemraj , to discuss the genesis of Customer Success at Loopio and the effect it’s had on the company as a whole.

Metrics 93

Metrics Sales Best practices Customer advocacy 93

GetFeedback

APRIL 26, 2017

We created Custom Notifications to help you get feedback in the right hands immediately, so your team can close the loop faster.

Feedback 78

Feedback 78

360Connext

APRIL 28, 2017

It’s all about your people. And it’s also about…your people. Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. They are valuable reminders of how customers are people, and they respond best to people who understand their situation, and better yet, understand how important their roles are in delivering an exceptional experience.

Airlines 77

Airlines Wait times Metrics Morale 77

Kayako

APRIL 27, 2017

Which survey will measure customer loyalty and show us who our best customers are and those at risk of churn? Customer surveys that measure advocacy, satisfaction, and effort don’t give us the insights we need. Even though the Net Promoter Score (NPS) was designed to measure customer loyalty, it’s limited by capturing overall trends in customer loyalty not why that trend is happening.

Metrics 72

Metrics Surveys Customer effort Best practices 72

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

Contact Center

Amity

APRIL 28, 2017

Over the course of my career, I’ve interviewed hundreds, if not thousands of people. In my time as a recruiter, I would interview at least twenty people a month. For the most part, my interview strategy and questions have remained fairly consistent. That is until I started interviewing Customer Success Managers over the past few years. I’ve added a new question to my arsenal: What is your definition of Customer Success?

Management 86

Management Sales Personalization 86

CafeX

APRIL 27, 2017

It seems to us here at CafeX that there has been a sudden rise in the number of video conferencing tools being released. It’s a good sign in most ways, as it validates the industry’s recognition that video communications still has room to grow and develop. It also means that customers have a choice, which is always good for innovation.

71

71

Eptica

APRIL 26, 2017

Date: Wednesday, April 26, 2017 Customer Experience in action through Artificial Intelligence. Published on: April 26, 2017. Author: Olivier Njamfa Winning and retaining customer loyalty is vital for every business. In the face of increasing competition and more demanding consumers, organizations therefore need to go beyond simply delivering excellent service and put customers at the heart of what they do.

Customer Experience 70

Customer Experience Multichannel Marketing Metrics 70

Influitive

APRIL 24, 2017

Pearson, the world’s largest learning company, wanted to change the way students perceived their brand. The company offers technology, materials and services to help students reach their highest potential… but many college students just saw Pearson as a textbook vendor. “We needed to build brand affinity,” says Lindsey Erlick, Senior Manager, Student Advocacy & Marketing.

Marketing 71

Marketing Technology Management 71

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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Self service

ijgolding

APRIL 25, 2017

In April 2014, I wrote an article entitled, ‘Common Sense – The Not So Magic Customer Experience Ingredient’ – If you did not, or do not want to read it, I told two quite ridiculous tales of the lack of application of common sense. In truth, I could have written a 500,000 word white paper listing hundreds of similar examples that I have personally experienced in the past and continue to experience on a regular basis.

Airlines 65

Airlines Customer Experience Management Marketing 65

Clarabridge

APRIL 26, 2017

There are many ways to measure the effect of your customer experience efforts. Both Net Promoter Score® (NPS) and customer experience surveys are useful ways to understand how your customers feel about you. But is there a way to get even more value out of these surveys? In a recent blog post, Net Promoter Score and Customer Feedback Consultant Adam Ramshaw outlines some ways to set targets for NPS surveys.

Surveys 69

Surveys Customer Experience Consulting Consulting 69

Topdown

APRIL 28, 2017

Document Strategy Forum ‘17 is a major trade show for the Customer Communications Management (CCM) industry. With its forward-looking focus and themes, DSF is, in our opinion, the best industry conference to get a sense of the current and future state of customer communications. Because of that, we’re really looking forward to being at DSF May 1-3 in Chicago.

Management 63

Management Customer Experience 63