My Manifesto: Experience Matters

Experience Matters

In September 2007 I published my initial manifesto: Great Customer Experience Is Free. It seems appropriate for my new manifesto to take on the name of this blog, which I started in June 2007. I still fully believe in the elements of that post.

Leadership Lessons from a Last Lecture

Contact Center Pipeline

In September 2007, Carnegie Mellon University Computer Science Professor Randy Pausch was diagnosed with liver cancer. For those of you who have never seen “The Last Lecture,” I encourage you to watch it on YouTube. Plan to spend a little more than an hour watching. Professor Pausch delivered an inspiring lecture focused on three parts—his […]. Leadership call center contact center leadership

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My Manifesto: Experience Matters

Experience Matters

In September 2007 I published my initial manifesto: Great Customer Experience Is Free. It seems appropriate for my new manifesto to take on the name of this blog, which I started in June 2007. I still fully believe in the elements of that post.

Patient misidentification – solutions are insight

Nuance

In 2007, The World Health Organization (WHO) published an article on the importance of accurate patient identification.

Who Tweeted It First: Customer Success Edition

Amity

— Jan Poston Day (@jpostonday) November 2, 2007. — eBusiness Services (@ebusiness) April 17, 2007. — ZDNet (@ZDNet) November 28, 2007. — Chris Abraham (@chrisabraham) March 3, 2007. — muckdog (@muckdog) May 29, 2007. — EyesOnSales (@EyesOnSales) June 28, 2007. " — Peter Merholz (@peterme) March 24, 2007. — Denise Wymore (@denisewymore) May 22, 2007. — john (@jpapa) January 30, 2007.

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An interview with Global Call Forwarding

Spearline

Global Call Forwarding (GCF) was launched in 2007 with the goal of becoming an exclusive outlet for toll-free and local numbers. Founded in 1996, GCF’s parent company, United World Telecom (UWT), originally operated as a callback service provider.

5 Rules That Absolutely Build Customer Loyalty

Beyond Philosophy

I wrote a book in 2007 called The DNA of Customer Experience: How Emotions Drive Value. Loyalty is one of the most overused phrases in business today. To most companies, it invariably means “customers give us all their money.” ” But that is not what loyalty is.

Verint Is Uniquely Positioned to Address the Needs of SMB Customers

Monet Software

Since 2007 Pelorus Associates has authored 19 comprehensive reports on WFO applications.

Facebook Fines: Is Their Culture To Blame?

Beyond Philosophy

Facebook has a series of scandals over the years, going all the way back to 2007. Can We Trust Facebook? Upon reflection of Facebook’s latest privacy violation and $5 billion fine, one must wonder whether we can trust Facebook. After all, the social media platform hasn’t exactly been keeping our private information under lock and key. On the contrary, it appears as if our likes and dislikes, networks and preferences are for sale to the highest bidder.

Guest Post: How One Bold Move Helped this Firm Survive (and Thrive!) in The Great Recession

ShepHyken

Technically starting in December of 2007, the housing market collapsed, sending many homes into foreclosure, and many real estate agents and mortgage originators looking for new employment.

Avaya Endgame?

Fonolo

In 2007, they were taken off the public market via a private equity deal. So now it looks like we’ll see a repeat of the maneuver from 2007 with a private equity firm taking the company off the public market. It’s been known for months that industry behemoth Avaya was interested in finding a buyer. Private equity suitors include Apollo, Pemira, and Searchlight (according to this Bloomberg report).

Parceiro em Destaque: iLink

Aspect

iLink Solutions é uma empresa do Grupo ARCOM, foi fundada em 2005 e é parceira da Aspect desde 2007. Nossa Série de Parceiros em Destaque entrevista os principais parceiros da Aspect em todo mundo e destaca o impacto nas experiências de agentes e clientes.

Partner Spotlight: iLink

Aspect

iLink Solutions , an ARCOM Group company , was founded in 2005 and has been an Aspect partner since 2007. Partner Spotlight Series ? focuses on Aspect’s top partners around the globe and highlights the impact on agent and customer experiences. ? .

Ask Abby Nicely #3: How Do You Calculate Your NPS Score?

AskNicely

If you read my last blog post , you’ll know that 2007 was a big year for me — from the infamous solar hot dog cooker to having to parallel park for the first time (more on that later). Then one night in 2007, it happened. Hopefully, you have a better grasp on what makes a good Net Promoter Score. . Now I want to tackle another all-too-common question: How do you calculate your Net Promoter Score? .

We’re Getting Better at Providing Great Customer Experiences

Brad Cleveland

According to Forrester’s Customer Experience Index, in 2014, 11% of brands were rated at “excellent” compared to 0% in 2007. Conversely, the number of brands rated at “poor” or “very poor” dropped from 35% in 2007 to 11% in 2014. Clearly, there’s been a shift in how we interact with our customers.

We’re Getting Better at Providing Great Customer Experiences

Brad Cleveland

According to Forrester’s Customer Experience Index, in 2014, 11% of brands were rated at “excellent” compared to 0% in 2007. Conversely, the number of brands rated at “poor” or “very poor” dropped from 35% in 2007 to 11% in 2014. Clearly, there’s been a shift in how we interact with our customers.

Top Video Remote Interpreting Companies in the U.S.

Certified Languages International

Language Services Associates introduced VRI in 2007 to offer their clients ASL services over video. Source: Beci Harmony on Unsplash. We consider ourselves lucky because we share this industry with a lot of quality video remote interpreting (VRI) companies.

How Can Contact Center Leaders Avoid the 'Mechanical' Approach to Metrics, and Become More Customer Experience Focused?

Call Center Weekly

I have been in my current position since 2007 as a second and third-level Systems Support Engineer providing technical support for Intel's world-wide Process Control Systems infrastructure. By Dan MacDougall Contact center metrics are developed to measure operational performance (e.g. Calls Answered Live, Escalation Rate, First Contact Resolution, and Call Volume).

Emotions Drive Spending, But Do You Know Which Ones Drive the Most?

Beyond Philosophy

These results were also published in my third book, The DNA of Customer Experience: How Emotions Drive Value (Palgrave Macmillan, 2007). In 2004, I presented to an insurance company in Germany about how they should be evoking the proper emotions in their customers. It was a tough audience. One of the guys asked, “How much money are we going to get back by doing this?”. It was not an unfair question, but it was one for which I had no answer.

Bots and Babel Fish

CX Accelerator

In 2007, I moved to the United Kingdom. This amazing life adventure opened my eyes to cultures, languages, and opportunities I had never experienced in America. Upon arrival, it was clear my American English was not going to cut it in the UK. I immediately started hearing words I didn’t understand, and I’m sure my word choices created some confusion.

CRM 140

3 Emotional States to Look Out for as an Interpreter

Certified Languages International

I certainly did not understand the emotional burden that interpreters carry when I began my journey in this industry in 2007. In early Mach before the lockdowns imposed by the COVID-19 pandemic began, I had the opportunity to attend the 2020 CHIA Conference in San Diego, CA.

People, processes & partnership: How Luminus shakes up the energy market using Hello Customer

Hello Customer

The heat is on because in 2007 the government liberalized the market making it a price-driven and competitive environment. Luminus is part of the EDF Group and is the second-largest energy supplier on the Belgian market. They serve 1.8

Case Study: Increase Your Sales by 47% by Doing This…

Beyond Philosophy

Malcolm Gladwell’s famous book from 2007, Blink , introduced this concept in detail. How can you increase your sales by 47%? It’s all in the packaging. Gressingham Foods, a pre-packaged food company in the UK, wanted to change their brand image at the store. They were declining as a brand and wanted their image to project “premium but accessible.”. They hired Elmwood , a design firm that took a good look at their packaging and came up with a strategy to help them stand out.

Sales 302

Guest Blog: Key KPIs You Must Monitor for an Optimal Customer Experience

ShepHyken

Entrepreneur specialized in web marketing, Julien Rio has been developing online platforms and strategies for numerous companies across Europe and Asia for the since 2007. This week we feature an article by Julien Rio whos writes about the most common KPIs and how to understand them, select the right ones and how to improve them. – Shep Hyken.

People, processes & partnership: How Luminus shakes up the energy market using Hello Customer

Hello Customer

The heat is on because in 2007 the government liberalized the market making it a price-driven and competitive environment. Luminus is part of the EDF Group and is the second-largest energy supplier on the Belgian market. They serve 1.8

Bridging the Knowledge Gap in Field Service

TechSee

The Manpower Group surveyed approximately 40,000 employers about talent shortages and found that 45% of employers have difficulties with recruitment, the highest percentage since 2007.

Car Talk: The Marketing Gift of (Automotive) Gab

Beyond Philosophy

brands, covering 16 product categories, were analyzed during the period from 2007 to 2010. According to Nielsen, word-of-mouth is the most trusted source of decision-influencing and decision-making information for consumers around the world. Having often addressed the power of informal communication ( [link] ), it’s always gratifying to have confirmation by respected research and consulting organizations.

Getting Company Culture and Operations Right, and Keeping Them Right: What It Really Means to Be Stakeholder-Centric This Labor Day

Beyond Philosophy

In my recent employee ambassadorship webinar , three seminal books which offer strategies and stories were identified: Firms of Endearment (2007), Conscious Capitalism (2013), and Everybody Matters (2017). Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.”

Inspirational reads to teach business leaders resilience while surviving the spiraling pandemic

Tethr

In 2007, Howard Shultz emerged from his retirement to once again take the reins of the infamous Starbucks. When the going gets tough, the tough build resilience.

SYKES Helps Women Take on Tech

Sykes

And, since launching in 2007, more than 10,000 have graduated — 7,500 of whom earned jobs with SYKES. Supporting International Women’s Day. Traditionally, women haven’t had the same visibility or participation in tech careers as men, and SYKES is seeking to change that.

How to Achieve Personalized Customer Service with AI Tools

TechSee

I see you are a Loyalty member since 2007, and have stayed at our property in London every year around this time. Hello. Thanks for calling our Hotel. How may I help you? Vs. Good morning, Laura. Are you calling to make another reservation? If so, I see you have 345 Loyalty points available to use towards your stay. Personalization as a driver in customer service.

Declare Your Independence From Spreadsheets

Monet Software

This is the month we celebrate Independence Day, and across the country, companies are crafting special offers with some sort of historic or patriotic theme. So why should we be any different? We think it’s time your contact center declared its independence from spreadsheets. Ask yourself, as America’s early colonists asked about King George: how are we benefitting from this arrangement? How has it made our lives better?

Listen to the Voice in your Customer’s Head

Beyond Philosophy

Back in 2007, I wrote a book called, “The DNA of Customer Experience: How emotions drive value” addressing the answer to this question in detail. Why do we do what we do? The simple answer is because of our emotions. I often use the analogy in my presentations that emotions are like little voices in our heads. These little voices are in your Customers’ heads, too, and they are telling your Customers how they feel about their experience–and whether they are going to come back!

Digital Transformation in Customer Service: 5 Inspirational Success Stories (Part 3 of 4)

Comm100

Since 2007, Fitbit has brought technology to health and fitness to change the way people move. Welcome to part three in our series exploring digital transformation in customer service.

Napping at Work, Is It the Next Office Perk?

CSM Magazine

In 2007, she ended up collapsing from fatigue. In Spain, it’s practically mandatory to enjoy a siesta each day. You see, they were smart. They realized early on that after eating lunch, your body becomes lethargic and won’t be of much use anyway.

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How Legal Firms Are Responding to COVID-19

VirtualPBX

It connects this idea both to the fact that many businesses – because of the downturn – will need to restructure how they work and that certainty in product costs have proven steady throughout slowdowns such as the recession between 2007 and 2012.

Thoma Bravo Acquires Calabrio to Accelerate Company’s Cloud-first Customer Experience Growth

CSM Magazine

Founded in 2007, Calabrio provides products and services to help companies streamline customer service, support and workforce management through cloud-first software systems. Thoma Bravo announces strategic acquisition of Calabrio to accelerate company’s cloud-first customer experience Growth.

Uncover The Specific Emotions You’re Evoking

Beyond Philosophy

Our research culminated in my book The DNA of Customer Experience: How Emotions Drive Value (Palgrave Macmillan, 2007). I’m happy to report that more and more companies realize that emotions are significant to the Customer Experience. It’s an excellent first step. But it isn’t enough. Thinking that emotions are important in Customer Experience, or even that positive emotions are important to our Customer Experience isn’t enough.

Going from Zero -100 Overnight for Meal Kit Food Delivery

Ann Michaels and Associates

The meal kit industry was launched in Sweden by Kicki Theander and it was called Middagsfrid back in 2007. In 2012, Blue Apron, Hello Fresh and Plated debuted in the US. Home Chef began in 2013. By 2015, meal kit food delivery services hit 1 Billion dollars.

What is Customer Experience Worth to Your Company?

Brad Cleveland

The study covers a six-year period, from 2007 through 2012. How does providing a great customer experience impact a company’s results? According to a study by Watermark Consulting, customer experience leaders generated a return three times higher on average than the S&P 500 index. Laggards trailed the index significantly. Companies that excel in this regard are rewarded, by consumers and investors … Customer Experience customer experience Customer service statistics