ShepHyken

JUNE 27, 2018

There is an old saying in the real-estate industry: The three keys to success are location, location and location. I have a similar take on the customer service and customer service world. The three keys to customer experience success are consistency, consistency and consistency. Of course, there is much more to delivering an amazing customer experience, but if there is something that is a non-negotiable to creating customer loyalty, it is a consistent and predictable experience – one that custo

Customer Service 218

Customer Service Real estate Chatbots Personalization 218

CX Accelerator

JUNE 27, 2018

Customer Experience (CX) is all about creating positive perceptions. Doing this is especially hard when your customers are going through a tough time. Few would know this better than the team at Vanderbilt Children's Hospital in Nashville, Tennessee. People with unimaginable pain enter these doors every day, and yet most will exit with new hope and authentic smiles.

Journey mapping 140

Journey mapping Customer Experience Personalization Management 140

Contact Center Pipeline

JUNE 27, 2018

Request for Proposal. RFP. Frontline users and vendors alike let out a collective groan at the prospect of a long, cumbersome and painful process. Vendors may opt out of participation or put forth a half-hearted effort. Frontline users increasingly find end-arounds and engage directly with vendors for discussions and demonstrations. There must be better way […].

Technology 113

Technology Contact Center Call Center 113

Amity

JUNE 27, 2018

For our Customer Success meetup in Toronto, we had the privilege of hearing from James Scott , General Partner at SuccessHacker , who helps other companies achieve growth and success through their Customer Success (CS) teams. James shared his knowledge and experiences about this young and booming industry from working in the US and the UK. Whether you’re new to Customer Success or always keen to learn more, this blog will give you tips, teach you about CS trends, and prepare you for the fu

Customer centricity 82

Customer centricity SaaS Education Best practices 82

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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.

Joe Rawlinson

JUNE 27, 2018

For ecommerce websites, the essential thing is to attract as much relevant traffic as possible. Of course, you need to have a well-designed website, offer quality products, add various incentives, discounts, content, etc. but all of these things are easy compared to driving quality traffic. On top of that, all of these things won’t matter if there are no interested people visiting your site and seeing what products and discounts you are offering.

CRM 68

CRM Engineering B2B Best practices 68

Influitive

JUNE 27, 2018

What if creating advocate marketing campaigns—that turn your best customers into vocal advocates—were as easy as waving a magic wand? Anyone who has ever built an advocacy campaign will tell you that it can take a lot of work. That’s where I come in. As Influitive’s Campaigns Specialist, I spend most of my time building.

Marketing 73

Marketing Best practices Education B2B 73

Centriam Customer Experience Lab

JUNE 27, 2018

Machine learning. Artificial intelligence. Big data. Deep learning. These terms have saturated the modern business lexicon and permeated the zeitgeist. What is your experience with these buzzwords? You’ve certainly read about them and likely talked about them, but have you implemented them? Are you leveraging them to improve your customer experience?

Chatbots 60

Chatbots Big data Customer Experience Analytics 60

Answer Dash

JUNE 27, 2018

Here are 6 most important customer service lessons I've learned during my career as a CCO in numerous enterprise ventures. You will find these lessons amazingly helpful if you are also a major in customer service industry. Let's begin! 1 - IT’S NORMAL TO FEEL ANXIOUS! Leading a customer experience transformation is a lot of work! And let me tell you, from the heart, that the paranoia and anxiety you’re feeling is very normal.

Chief Customer Officer 63

Chief Customer Officer Customer Experience Customer centricity Consulting 63

GetFeedback

JUNE 27, 2018

Feedback is a gold mine for businesses. Learn how to scale your survey program and maximize your insights with Multi-Language and Draft Mode.

Surveys 60

Surveys Feedback 60

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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

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Eptica

JUNE 27, 2018

Date: Wednesday, June 27, 2018 Author: Olivier Njamfa - CEO & Co-Founder What does CX actually mean? Published on: June 27, 2018. Author: Olivier Njamfa - CEO & Co-Founder Everyone talks about the importance of the customer experience – from CEOs downwards. But what does it actually mean, and how does it impact your business? The opening keynote at the recent Gartner Customer Experience & Technologies Summit began with a list of some of the things that Customer Experience Managemen

CRM 55

CRM Best practices Customer Experience Analytics 55

Outsource Consultants

JUNE 27, 2018

“Customer experience” is only a keyword for many companies. It’s unfortunate, but it’s reality according to an article by Andrew Tillery. Tillery points out that while many companies claim their customers are at the core of their business, most companies fail to live up to that promise. This means that the companies who truly live by their philosophy separate themselves and provide an experience customers remember fondly.

Customer Service 52

Customer Service outsourcing Call Center Consulting 52

Fonolo

JUNE 27, 2018

As the weather warms up in the West and many take off for their summer holidays, customers are increasingly dealing with big-brand companies in the business of travel: Airlines. Modern airline customer service (CS) is a far cry from the days when Don Draper-like marketers were designing prime service experiences for anyone who could afford to climb aboard (as marketed in this 1954 ad for American Airlines).

Airlines 52

Airlines Abandon rate Entertainment Banking 52

Bright Pattern

JUNE 27, 2018

PCI compliance is a must for contact centers that accept payment cards, as compliance secures not only your customers’ sensitive data, but also your customers’ confidence in your business. A PCI-compliant contact center is one that follows every requirement issued in the Payment Card Industry Data Security Standard (PCI DSS 3.2) in order to protect cardholder data.

Contact Center 52

Contact Center 52

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

CX Advantage Walker

JUNE 27, 2018

Journey mapping is an excellent tool that organizations can leverage to depict customer experience. The goal of journey mapping is to learn what customers care about the most – from initial product awareness, all the way through renewal or repurchase. A key component of building a journey map is using employees and internal teams to. Continue reading.

Journey mapping 48

Journey mapping Customer Care Customer Experience Best practices 48

Tethr

JUNE 27, 2018

Recently, it was announced that Bank of America Corp.’s MERRILL LYNCH UNIT HAD AGREED TO PAY $15.7 MILLION to settle allegations made by the Securities Exchange Commission (“SEC”) that it failed to properly supervise traders who persuaded clients to overpay for mortgage bonds by misleading them about how much the firm paid for the securities. According to Bloomberg: “Salespeople at the firm illegally profited from improper markups on residential mortgage-backed securities (RMBSs) that were, in s

Analytics 48

Analytics Enterprise Banking Technology 48

Taylor Reach Group

JUNE 27, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Whether you’re interested in speaking, exhibiting or simply attending these events, we wanted to keep everybody informed on the upcoming Contact Center and CX Events. With that, here are some of the events taking place in July 2018 (in chronological order) with direct links to each event: Enterprise World 2018: July 10-12, Toronto,

Contact Center 48

Contact Center Customer Experience Enterprise Analytics 48

CX Journey

JUNE 27, 2018

Image courtesy of Pixabay Here's another age-old debate. gold or platinum? Personally, I prefer platinum. Oh wait. What are we talking about? LOL. Rules. I'm talking about rules. I still prefer platinum! On the heels of my recent post about imagining that you're a human. I thought I'd take a look at which one, the Golden Rule or the Platinum Rule, puts us into more-human and more-empathetic shoes.

Customer Experience 50

Customer Experience Personalization 50

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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

Playvox

JUNE 27, 2018

Optimizing your quality assurance program so you can gain better visibility on just how well your team is a big step towards scaling your organization fast while maintaining the same great quality as you first did at the very beginning.

Customer Experience 41

Customer Experience 41

ClientSuccess

JUNE 27, 2018

Ahhhh, summer. For Customer Success Managers (CSMs), summer offers both a blessing and a curse. A blessing, of course, because there is no time like summertime, but also a curse because it can be close to impossible to engage with or even get a response from customers. During the three months between Memorial Day and Labor Day in the U.S., receiving the dreaded ‘Out Of Office’ message can become a daily occurrence.

Best practices 40

Best practices Entertainment SaaS Surveys 40

5CA

JUNE 27, 2018

When you think about Customer Experience I’m willing to bet you’ll typically think about the experiences customers have when evaluating a product or service, choosing and buying it, and then actually using it.

Customer Experience 40

Customer Experience 40

COPC

JUNE 27, 2018

In this edition, COPC Inc. marketing director, Jim Von Seggern, provides an overview of Joey Coleman’s book, Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days. Joey Coleman’s Never Lose a Customer Again covers a lot of ground and does so with a highly personable and approachable style that’s a fun read. At the heart of the book is a comprehensive definition of the customer experience as encapsulated in eight phases: Assess, Admit, Affirm, Activate, Acclimate, Accompli

Customer retention 40

Customer retention Construction Banking Sales 40

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

Stratifyd

JUNE 27, 2018

Companies worldwide trust Stratifyd to power their customer experience operations and unlock their data. Learn how they use Stratifyd to make their data work for them and increase customer acquisition and retention.

Customer Experience 40

Customer Experience 40

RichCall

JUNE 27, 2018

We have recently created a guide for business leaders to learn how to create value with AI in their contact centers. If you have read about AI elsewhere and you are wondering, what it will bring to contact centers and your contact center specifically, then you should read the guide to. understand what AI is, learn how to find a way to create value with AI, and follow the steps to AI adoption. to create and use break-through AI projects in your contact center.

Contact Center 40

Contact Center 40

CSM Magazine

JUNE 27, 2018

Cathal McGloin, CEO of ServisBOT describes why AI is perfectly poised to help customer service professionals shine. Voice from the past. While we are happy to chat to friends and colleagues using messaging, text, social media and email, when it comes to contacting our bank, insurance company or healthcare provider, we’re often sent to the back of the phone queue.

Scripts 40

Scripts Chatbots Enterprise Healthcare 40

AskNicely

JUNE 27, 2018

B rands that are serious about improving customer experience are those that put engagement and feedback front and center. Aligned on this vision for several years now, AskNicely and Intercom again join forces to help companies differentiate on better user experiences, empower their teams and grow faster by leveraging customer feedback, which Intercom’s Des Traynor calls “business oxygen.”.

Feedback 12

Feedback Personalization Customer Experience 12

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

Journey mapping

CSM Magazine

JUNE 27, 2018

Having a website is a necessary tool for a business to operate and provide customer service online. There are a lot of website builders nowadays that offer really great designs, usage and of low cost. Listed below are the seven best website builder software of 2018: 1. Website Builder. With website builder, you can now be able to create you very own professional website in just three easy steps.

Advertising 40

Advertising Engineering Analytics Marketing 40

GetFeedback

JUNE 27, 2018

Feedback is a gold mine for businesses, but sending surveys and analyzing the results takes time. How do you keep up with a constant flow of new data and insights without losing sight of your goals? With GetFeedback, you can tap into the minds of employees, prospects, customers, and partners—all though a single, powerful platform. And today, we’ve added two more features to help you streamline survey development: Multi-Language Surveys and Draft Mode.

Surveys 68

Surveys Feedback Management Customer Experience 68

NICE inContact

JUNE 27, 2018

I was privileged to be the third at bat as part of a NICE inContact webinar series this month. My title and batting order reference are taken from the theme of the series, how to turn-around a slump in customer experience ratings. As a native New Yorker, and die-hard Yankees fan, I also had the opportunity to highlight Yankee star batter Aaron Judge in my presentation slides, an opportunity I embraced.

Customer Experience 48

Customer Experience Government Healthcare Contact Center 48