Positive Employee Engagement Enables Great Customer Experience

Win the Customer

Consistently delivering an exceptional customer experience requires creating employee engagement and culture that cultivates positive service actions. Culture Customer Experience Management Employee Engagement Good Reads Recommended

Customer-Centricity Goes Beyond Customer Experience Management

ClearAction

Customer-Centricity Goes Beyond Customer Experience Management Lynn Hunsaker. Customer experience management is necessary, yet insufficient. No, not investors — they leave when customers leave. What Exactly is Customer-Centricity?

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Customer Experience Helps Customers Complete Their Shopping

Win the Customer

A great customer experience is one that seamlessly integrates real-time self-service technology backed by experts who can resolve breakdowns to the process. Business

Your Legacy of Customer Service Leadership

Win the Customer

Customer service leadership is clearly having a strategy for customer experience and bringing out excellence in others to carry out the service vision. Customer Service Customer Experience Excellence Leadership Management Vision

The Case FOR Customer Experience as a Business Strategy

Horizon CX

Being a Customer Experience (CX) professional and having studied and practiced the art and the science of this wonderful CX discipline for over nine years now, (all within one organization) I pause to reflect on what the net result is of all the hard and dedicated work that we CX professionals have accomplished thus far and what we are yet to accomplish. What must we do to ensure every employee knows their role in the Customer Experience program?

Why Marriott Is Not ‘Plugged In’ to the Customer Experience

Chad Schaeffer

First, let me say I’m a huge fan of Marriott and a loyal customer. But because of their price, rewards program, convenient locations and consistent experience I’ve gravitated more and more towards Marriott as I approach 400 nights stayed. Last week I flew to Chicago and because I’m such a customer experience nerd I wanted to stay at the brand new Fairfield Inn literally right across the street from Salesforce.com Chicago headquarters on Illinois St.

Customer-Centric Cultures are Made of This

Beyond Morale

You can travel the world and the seven seas, everybody’s looking for customer-centric cultures. Some customers want to use you. Thanks to Annie Lennox, of the Eurythmics, for getting me to think about customer-centric cultures in a way that we all can relate to. Over the past several years I am mind-blown at how many organizations are on the quest to create more customer-centric workplace cultures. Without customers they would not exist.

Wishing You a Day of Peace

Win the Customer

Wishing a very Merry Christmas to customer service and call center agents around the world. To all of you staffing the 24x7x365 customer service and technical support call centers around the world, who sacrifice to continue your mission of exceptional customer experiences, I want to […]. Customer Service Peace, joy, and happiness to you and your loved ones.

5+ Effective Ways to Reduce Abandon Rates in Your Call Center

Fonolo

Offer customers a call-back. Create a better queuing experience. Abandoned calls are one where a caller hangs up while waiting on hold for a customer support agent. It speaks directly to customer dissatisfaction and the negative impact it has on customer loyalty. As the experts rightly point out, it’s less expensive to keep existing customers happy rather than acquire new ones. What if the call was actually a misdial by the customer?

Meetup Success for Developing a Customer-Centric Organization

Amity

Last night, the heroes of the Customer Success Meetup met for their second event. From the enthusiastic discussion, we continue to hear that – despite best intentions – customer success is still very much in its infancy. The evening’s guest speaker, Kia Puhm, VP of Customer Experience at Oracle, has extensive experience fostering and evolving Eloqua’s customer experience department. At this meeting, review the high risk customers.

Is Your Marketing Organization Ready to Change its MO?

ClearAction

Employee defections that jeopardize continuity, place institutional knowledge and expertise at risk and contribute to high customer churn. In a perfect world, marketing operates as a very creative, fast-paced, results-driven function that stays close to the customer and its other stakeholders. It leads the customer experience and innovation processes. appeared first on ClearAction Customer Experience Consulting.

Quality and Consistency Wins Business and Drives Revenues

Horizon CX

I’ll use my love of pizza to make a point about quality, consistency and the customer experience and tie that experience directly into business outcomes. Then I began to experience differences (and a degradation) in quality that depended perhaps on who was cooking that night, how busy they were, and what ingredients they were using, etc. times more each year for a quality and consistent pizza experience—satisfying my desire for good pizza—value is king.

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How to Eliminate Hold Time in Your Call Center

Fonolo

The best way for a call center to stand out as a leader is through the customer experience. It’s no surprise that an exceptional experience leads to more satisfied consumers, who continue to spend more money. Most callers will begin subconsciously rating their customer experience from the beginning of the interaction, regardless of the channel; phone, web, social media, or mobile app. Customer Satisfaction Decreases as Hold Time Increases.

How pre-answered caller authentication helps prevent telephone bank fraud

Dark Reading

When it comes to providing a trusted customer environment, banks are typically better at resolving problems stemming from non-predictive authentication and fraud than preventing them. What I mean by this is when banking customers place a call into a contact center, the very act of answering the telephone sets the stage for criminals to start their elaborate social engineering schemes. Done right, however, it can also have the biggest payback for both the bank and customer.

Do your customer calls all look the same? They shouldn’t.

Dark Reading

Without the ability to verify the Caller ID or ANI, all customer calls can look the same to call center agents. This a risky proposition for any financial institution that handles thousands of customer calls each day. In other words, if all calls appear the same there’s no way to answer some of the key questions all banks should know about customer calls, such as: Which calls are trustworthy? How can I better serve my customers?

Customer Journey Mapping - A Powerful Organizational Transformational Tool

Horizon CX

Organizations that intend to deliver an exceptional customer experience must first understand what the customer experiences at every touch-point and, most importantly, this needs to be articulated by the customers themselves. It is tempting to shortcut the process by adopting simply an internal viewpoint of the customer experience as representative of the actual customer experience.

How to turn telephone identity interrogations into better customer care

TRUSTID

If your contact center still relies solely on a host of challenge questions to identify customers over the telephone channel, my guess is your security confidence level falls a few notches below where it should be. How valuable of a security tool would this be in protecting your customers and confidential bank information? How much would that save on your annual operating costs, not to mention positively impacting the profitable bank/customer relationship?

Has Customer Experience Delivered the Goods?

Beyond Philosophy

With all the focus on Customer Experience over the years, and the increasing resource that organizations have put into improving the Customer Experience, what have been the results? The American Customer Satisfaction Index (ACSI) uses an overall U.S. Customer satisfaction score as an indicator of the health of the economy. in 2013. Most organizations focus on transactional details of the Experience, for example, hold times at the call center.

Restoring the trust and usability of Caller ID

TRUSTID

Many are on a spinning treadmill trying to make up for lost customer and public trust. The one-time foundation for customer identification and knowing whether an incoming call could be trusted or not, the Caller ID is no longer the relied upon source for identifying incoming calling party phone numbers it used to be. Today, relying on PII is no longer predictive for identifying customers over the phone. Trust, once the very essence of the financial industry, is gone.

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Top 10 Technological Contact Center Trends

Insite Managed Solutions

Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. Gamification: Gamification promises to make the workplace more fun by applying game design elements to business processes such as customer support, and it’s quickly gaining traction. Current Company Channels vs. Customer Channel Preference.

Service Design vs Customer Experience 2021

The Petrova Experience

Customer experience design as a discipline is relatively new. Service design vs customer experience design adds another layer of confusion. Many industries do not even have the notion of customer experience. This differs from addressing User Experience (UX).

What is Customer Experience Worth to Your Company?

Brad Cleveland

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. Companies that excel in this regard are rewarded, by consumers and investors … Customer Experience customer experience Customer service statistics

What is Customer Experience Worth to Your Company?

Brad Cleveland

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. Companies that excel in this regard are rewarded, by consumers and investors … Customer Experience customer experience Customer service statistics

Customer Experience Is More Important Than Advertising [Infographic]

Win the Customer

Only 4% of customers trust advertising the most for service information, so can your good customer experience to help seal the deal with customers? Customer Experience Customer Service Infographic Advertising infographic

Customer Experience is (Much!) More than "Customer Service"

Brad Cleveland

He swiped it, paused, swiped it again, and informed me the card … Customer Relationships Brad Cleveland Call Center customer experience customer relationshipsAfter wrapping up some work in California one morning, I flew to Maryland—a 4.5 hour flight—and decided to drop into a clothing store on the way to my destination in Annapolis, Maryland. I selected a few things and handed my credit card to the person at the register.

Customer Experience is (Much!) More than "Customer Service"

Brad Cleveland

He swiped it, paused, swiped it again, and informed me the card … Customer Relationships Brad Cleveland Call Center customer experience customer relationshipsAfter wrapping up some work in California one morning, I flew to Maryland—a 4.5 hour flight—and decided to drop into a clothing store on the way to my destination in Annapolis, Maryland. I selected a few things and handed my credit card to the person at the register.

10 Most Popular Customer Experience Posts – 2016

Andrew Mcfarland

Revitalize how you think about and act on improving the customer experience at your business in 2017 by reviewing the 10 Most Popular Customer Experience posts of 2016. A series I started in 2013. Best Practices Customer Experience Most Popular Top 10This year was interesting because some.

Norwegian – Customer Experience Review

ijgolding

I have heard many things about them from friends and colleagues and was keen to test the experience for myself. Having flown with a variety of airlines, I wanted to know if Norwegian ‘felt’ like any other airline or if it really did deliver an experience that I would actually remember for positive reasons – how would it compare with others? So are the plaudits that Norwegian is receiving reflective of the experience? Let me start with the online experience.

What is Customer Experience Ecosystem?

ClearAction

What is Customer Experience Ecosystem? The result : 33% drop in online revenue, 25% drop in comparable store revenue, and 5 percentage points lower gross margin, with quarterly losses increasing throughout 2012, totaling $985 million loss, and new debt and a new CEO in early 2013. And Wells Fargo employees creating phony accounts for customers in order to meet an internal goal of 8 accounts per customer. can cause a costly customer experience snafu.

Report: 2017 Temkin Experience Ratings of Tech Vendors

Experience Matters

We just published a Temkin Group report 2017 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 58 large tech vendors based on a survey of 800 IT decision makers from large North American firms. This is the sixth year of the ratings, here are links to the 2012, 2013, 2014, 2015, and 2016 ratings. The post Report: 2017 Temkin Experience Ratings of Tech Vendors appeared first on Customer Experience Matters®.

Why Leadership is SO Important in Customer Service

Brad Cleveland

Customer Experience Customer Relationships Customer Service Videos Brad Cleveland Call Center Management On Fast Forward Contact Center customer experience customer loyalty customer relationships leadership strategy

Why Leadership is SO Important in Customer Service

Brad Cleveland

Customer Experience Customer Relationships Customer Service Videos Brad Cleveland Call Center Management On Fast Forward Contact Center customer experience customer loyalty customer relationships leadership strategy

The Edge of Service, Issue 5: Customer Interaction is Changing the Game

Brad Cleveland

The Edge of Service, Issue 5: Customer Interaction is Changing the Game. York is “the secret behind the … Customer Experience customer experience Customer service statistics strategyJed York, the youthful 33-year-old CEO of the San Francisco 49ers, is bringing a storied team that had fallen on hard times back to prominence. San Francisco won the NFC Championship title last year and came razor-close to winning the Super Bowl.

The Edge of Service, Issue 5: Customer Interaction is Changing the Game

Brad Cleveland

The Edge of Service, Issue 5: Customer Interaction is Changing the Game. York is “the secret behind the … Customer Experience customer experience Customer service statistics strategyJed York, the youthful 33-year-old CEO of the San Francisco 49ers, is bringing a storied team that had fallen on hard times back to prominence. San Francisco won the NFC Championship title last year and came razor-close to winning the Super Bowl.

Packaging Matters

Brad Cleveland

So do the communication channels we open up, the words we use, the policies that guide decisions, the brand and personality that comes through at each touch point …and so … Customer Experience brand customer experienceClick through these photos of aircraft paint jobs (courtesy of CNN Tavel) and try not to smile! My favorites: Kulula (This Way Up) and ANA’s panda theme. Yes, packaging matters!

Packaging Matters

Brad Cleveland

So do the communication channels we open up, the words we use, the policies that guide decisions, the brand and personality that comes through at each touch point …and so … Customer Experience brand customer experienceClick through these photos of aircraft paint jobs (courtesy of CNN Tavel) and try not to smile! My favorites: Kulula (This Way Up) and ANA’s panda theme. Yes, packaging matters!

Customer Experience Transformation Through Proactive Engagement

ClearAction

Customer Experience Transformation Through Proactive Engagement Lynn Hunsaker. Employee engagement drives transformational changes that enable you to have quality in everything you do,” explained Carolyn Muise, Vice President of Total Customer Experience (TCE) at EMC. In our interview on my Customer Experience Transformation talk show, she continued: “We’re shifting from reactive to proactive mode.

The Two Key Agent Performance Objectives

Brad Cleveland

Call Center Contact Center Customer Experience Customer Relationships Customer Service Videos Brad Cleveland customer access strategy customer experience customer loyalty customer relationships strategy support center

The Two Key Agent Performance Objectives

Brad Cleveland

Call Center Contact Center Customer Experience Customer Relationships Customer Service Videos Brad Cleveland customer access strategy customer experience customer loyalty customer relationships strategy support center

Establishing the Right Measures and Objectives

Brad Cleveland

Call Center Contact Center Customer Experience Customer Relationships Customer Service Videos Brad Cleveland customer access strategy customer experience customer loyalty customer relationships strategy support center