COPC

OCTOBER 26, 2023

AI is advancing rapidly and will have a revolutionary impact on customer experience. The potential of AI to enhance customer engagement, streamline operations, and foster efficiency is undeniable. This article explores the inner workings of AI assistants, showcasing their ability to provide direct answers to customer inquiries.

Technology 77

Technology Customer Experience APIs Consulting 77

CCNG

MAY 10, 2023

Bad customer service is our new normal? In the latest “National Customer Rage Survey” conducted by the Customer Care Measurement and Consulting organization, a whopping 74% of consumers said they had experienced a product or service problem in the past year, up from 66% in 2020. No consultants. Consistently.

Customer Service 195

Customer Service CCNG Journey mapping Consulting 195

Avaya

SEPTEMBER 19, 2018

Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services. More online activity—improved customer access to digital interaction channels.

Customer Care 94

Customer Care Government Contact Center Healthcare 94

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs.

Customer Experience 48

Customer Experience Customer centricity Employee engagement Enterprise 48

Skybridge

NOVEMBER 12, 2020

“Customer experience strategy is the first step to business survival in 2021, especially for large organizations and iconic brands.”. That’s how Liliana Petrova, of consulting firm The Petrova Experience, recently summed up the urgent importance of CX strategy in the coming year. You can read her entire article here.

Customer Care 52

Customer Care Government Self service Education 52

ClearAction

NOVEMBER 3, 2017

Is Operations Involved in Customer Experience? How would you like to reduce customer churn by 27%, increase Net Promoter Score TM by 65%, and outperform competitors by 20% in sales, purchasing, ordering, installation, billing, service inquiry, maintenance and account management processes? Lynn Hunsaker.

Customer Experience 119

Customer Experience B2B Advertising Coaching 119

CSM Magazine

MAY 15, 2023

Customer experience (CX) in healthcare is how patients perceive their interactions with healthcare providers. A positive approach to improve customer experience assures the company’s growth in terms of revenue and building brand loyalty. This blog discusses six ways to improve customer experience in healthcare.

Healthcare 52

Healthcare Customer Experience Chatbots Consulting 52

ShepHyken

OCTOBER 26, 2018

This week we feature an article by Tim Richardson who writes about a hospitality experience gone bad and then reminds us what must be done to provide a great guest experience. – Shep Hyken. Think about an incredible service experience you’ve had recently. What about the service experience was extraordinary?

Consulting 279

Consulting Consulting Sales Marketing 279

Nicereply

MARCH 23, 2021

Customer Service Experts, Writers, Consultants, and Influencers. Mathew Patterson – Customer Service Evangelist at HelpScout. Blake Morgan – Influencer, Customer Experience Consultant and all around smart lady, Blake’s been sharing her knowledge as a Forbes contributor for years, host of The Modern Customer Podcast.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

ClearAction

NOVEMBER 18, 2017

8 Customer Experience Metric Silos Mask Momentum Lynn Hunsaker. Metrics selection can be the most pivotal decision you make in your customer experience management strategy. That’s why customer experience metric silos mask momentum as either an understatement or an overstatement of reality.

Metrics 67

Metrics Customer Experience Journey mapping Customer Care 67

Connecting the Dots

MAY 4, 2017

In Examining The Myths and Costs of Agent Disengagement, a three-part series, John Goodman, author of Customer Experience 3.0 Part three examines strategies for getting CFO support for boosting agent and employee engagement as a means for return on investments in customer experience.

Employee engagement 48

Employee engagement Consulting Consulting Customer Care 48

ClearAction

SEPTEMBER 16, 2016

10 Silos Impact Customer Experience Lynn Hunsaker. This might be the highest-ROI effort of your customer experience council, chief customer officer, chief operating officer — or better yet, every employee. And the pain of business silos is well-known to everyone, whether employee or customer.

Customer Experience 106

Customer Experience Chief Customer Officer Surveys Journey mapping 106

Connecting the Dots

APRIL 9, 2017

In Examining The Myths and Costs of Agent Disengagement, a three-part series, John Goodman, author of Customer Experience 3.0 Download the articles published by Contact Center Pipeline: EXAMINING THE MYTHS AND COSTS OF AGENT DISENGAGEMENT, PART 1 (PDF, 210Kb ). For more downloads, visit our Articles, Whitepaper and Studies page.

Consulting 48

Consulting Consulting Contact Center Customer Care 48

Beyond Philosophy

SEPTEMBER 11, 2014

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. They have stated publicly they want to be the “ Earth’s most customer centric company. ” How employee engagement affects their rank: A recent article on BusinessInsider.com points out that Amazon’s cloud computing business earned $3.8

Banking 347

Banking Employee engagement Customer centricity Consulting 347

ShepHyken

OCTOBER 19, 2018

This week we feature an article by Lindsay Tjepkema who shares how people are using AI strategies and the impact they are having on the world of CX. – Shep Hyken. Other areas of personalization include tailored product recommendations, personalized content widgets, and customized overlays that fire on exit intent.

Customer Service 277

Customer Service Automotive Chatbots Airlines 277

ClearAction

APRIL 19, 2017

10 Keys to Organic Growth via Customer Experience Lynn Hunsaker. User experience design, customer care, CRM, VoC, engagement / retention / loyalty programs — all of these inject insights and tailoring to customers’ needs and the company’s growth. What is a Customer Experience Ecosystem? (4-point

Customer Experience 71

Customer Experience Morale Customer centricity CRM 71

Fonolo

JANUARY 14, 2020

Not only has technology changed the way we interact with customers, but it’s also massively changed the way we communicate with our peers within the industry. There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

The Petrova Experience

APRIL 3, 2024

Customer experience is the follow-through on brand promises across every interaction. Some organizations assume the importance of customer experience is limited to commercial brands. In fact, every organization that has a customer – a passenger, patient, or guest – makes promises to that customer.

Consulting 52

Consulting Consulting Customer Experience Engineering 52

Connecting the Dots

JULY 13, 2020

The 2020 National Customer Rage Study was featured recently in the Wall Street Journal. The WSJ highlighted one of the good news findings in this year’s Customer Rage Study: 32% of customers were satisfied, up from 21% in 2017. It is clear that social media now plays a dominant role in mediating the customer experience.

Customer Care 62

Customer Care Consulting Consulting Surveys 62

ClearAction

NOVEMBER 2, 2017

Customer Experience Handoff Silos are the Heart of Success Lynn Hunsaker. One of the most profound discoveries from customer experience journey mapping is interdependencies across data, systems, channels, processes and people. Customers experience our companies horizontally. 2) Customer-Centric Priorities.

Customer Experience 63

Customer Experience Customer centricity Employee engagement Journey mapping 63

Skybridge

AUGUST 20, 2020

The customer care agent wasn’t clear enough, wasn’t fast enough, wasn’t apologetic enough…. Of course, when an agent mishandles any customer interaction, we do need to train, coach, and empower that agent to do better next time. Experiencing A Customer Experience (CX) Failure? First impulse? We would love to talk!

Coaching 52

Coaching Consulting Consulting Customer Care 52

DMG Consulting

JUNE 12, 2023

Customer Service Woes? Before writing this column, I did an informal poll of some of my friends and co-workers, and most reported similar bad experiences. There seems to be an increasing number of customer service complaints across industries. consumers admit feeling rage during a recent customer service interaction.

Customer Service 48

Customer Service Contact Center Self service Government 48

ShepHyken

OCTOBER 26, 2018

This week we feature an article by Tim Richardson who writes about a hospitality experience gone bad and then reminds us what must be done to provide a great guest experience. – Shep Hyken. Think about an incredible service experience you’ve had recently. What about the service experience was extraordinary?

Consulting 124

Consulting Consulting Sales Marketing 124

ShepHyken

APRIL 28, 2017

Over the course of multiple customer service interactions, this pool of customer data becomes an increasingly valuable asset. Having a full account of historical information and tools to help you get insight from it lets you tune your operations to provide intimate customer experiences. Challenges to achieving SCV.

Customer Service 228

Customer Service Contact Center Technology Big data 228

CSM Magazine

FEBRUARY 12, 2024

It also allows businesses to gather feedback, refine products or services, and enhance the customer experience. Building lasting customer relationships is a key objective of outbound voice communication. Communication skills training can enhance the effectiveness of conversations and result in positive customer experiences.

Contact center software 52

Contact center software Scripts Contact Center Consulting 52

Skybridge

SEPTEMBER 1, 2020

That’s why I particularly enjoyed this recent article by consultant Jay Dettling for Forbes. In it, he celebrates four remarkable advances that many brands, marketers, and customer care leaders have managed to make, not just in spite of the pandemic but as a result of it. We would love to talk! Skybridge Americas.

Customer Care 52

Customer Care outsourcing Marketing Consulting 52

Connecting the Dots

APRIL 24, 2018

With increasing focus on the customer experience, one might think customers would be more satisfied than ever, but this is simply not the case. Problems are on the rise, negative WOM is increasing, and nearly 25% of customers fail to complain about serious problems because they are so cynical about service.

Consulting 48

Consulting Consulting Customer Care Customer Experience 48

Connecting the Dots

MARCH 15, 2017

Find out how being proactive regarding the customer experience can save your business money. Data shows that services costs may be cut by as much as two-thirds with proactive customer service. For more downloads, visit our Articles, Whitepaper and Studies page. PDF, 178Kb).

Education 48

Education Consulting Consulting Customer Care 48

ShepHyken

NOVEMBER 10, 2017

This week we feature an article by Sawaram Suthar writes about how live chat can simplify the customer journey. Always remember that the customer just want to be taken care of, regardless of how you go about it. – Shep Hyken. Businesses often face multiple challenges with respect to how to simplify the customer journey.

Transportation 185

Transportation Analytics Banking Metrics 185

ShepHyken

AUGUST 12, 2016

The first helps focus the conversation on what the customer is saying and makes them feel understood; the second focuses on the reps own feelings and makes the customer feel unappreciated. As customer service consultant John DiJulius often says, “The answer is YES; now what’s the question?”.

Customer Service 221

Customer Service Scripts Consulting Consulting 221

Beyond Philosophy

SEPTEMBER 11, 2014

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. They have stated publicly they want to be the “ Earth’s most customer centric company. ”. How employee engagement affects their rank: A recent article on BusinessInsider.com points out that Amazon’s cloud computing business earned $3.8

Banking 150

Banking Employee engagement Customer centricity Surveys 150

Skybridge

MARCH 9, 2021

Throughout the piece, Monga repeatedly connects the dots between CX vision and the mission-critical role of the customer contact center. If you would like to hear how, with the right contact center, you can deliver the kinds of customer experiences that drive greater growth and profitability, please reach out.

Customer centricity 52

Customer centricity Contact Center Call center experience Consulting 52

Skybridge

JULY 21, 2020

In his article for SmarterCX, Stephen Fioretti takes a look at the long term effects – and benefits – that COVID-19 is already having on customer experience. You can read the entire article below. 5 Customer Experience Trends That COVID-19 Is Only Accelerating. We would love to talk! by Stephen Fioretti.

At home agents 52

At home agents Wireless Government Contact Center 52

Connecting the Dots

DECEMBER 1, 2021

In their November 2021 Harvard Business Review article, “Net Promoter 3.0”, Reichheld, Darnell and Burns acknowledge several Net Promoter Score (NPS) weaknesses and misuses, many of which I have noted in books and articles in the last decade. [1]. 1] John Goodman, “ How the Net Promoter Score is like Global Warming ”. [2]

B2C 62

B2C Advertising B2B Metrics 62

Connecting the Dots

MARCH 30, 2017

For more downloads, visit our Articles, Whitepaper and Studies page. The post Whitepaper: When Will We Ever Learn: Why the Revolution in Corporate Complaint Handling Has Failed SO FAR appeared first on Customer Care Measurement & Consulting (CCMC).

Consulting 48

Consulting Consulting Customer Care Sales 48

Skybridge

MARCH 23, 2021

How well do you know – I mean really know – what your customers want and need most from your brand right now? When business consultant Adrian Swinscoe recently tackled it, he drew on lessons he’s been learning from a number of CX leaders around the world, whittling his findings down to 4 simple but powerful best practices.

Best practices 52

Best practices Banking Consulting Consulting 52

Skybridge

APRIL 6, 2020

In my past several posts, I’ve focused on the growing urgency among so many organizations to continue to serve their customers while most of their employees are required to self-quarantine at home. Click here to read the entire article > -Bobby Matthews. And we are here, ready to listen to your needs and talk about solutions.

Airlines 76

Airlines Wait times Call Center Banking 76