Beyond Philosophy

MAY 1, 2017

Most organizations realize Customer Experience is vital to their competitive differentiation. But they don’t do anything about it, at least not anything with real impact. My co-author Professor Ryan Hamilton and I shared seven imperatives for taking customer experience to the next level in The Intuitive Customer. Designed to help navigate the new thinking in the new world, the imperatives provide a starting point for developing a future customer experience.

Customer Experience 335

Customer Experience Consulting Consulting 335

Steve DiGioia

MAY 1, 2017

This original article was written by Steve DiGioia. What do your customers expect from you? Do you live up to their expectations or only reach your own perceived “ceiling” of service? Are you “good enough”? Maybe. But good enough for whom? Once we believe we have little to learn about the needs of our customer we no longer deserve their business – and shouldn’t expect it.

Customer Service 187

Customer Service 187

Customers That Stick

MAY 1, 2017

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Customer Service 114

Customer Service 114

Customer Service Life

MAY 1, 2017

I’m excited to announce that I recently partnered with Solvvy to publish an ebook highlighting the benefits of using artificial intelligence in the contact center. As a customer service leader, I remember the days when one of our supervisors was out of the office because those were the days where I spent most of my day answering questions from my agents.

Contact Center 74

Contact Center Call Center Customer Service 74

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Customer Relationship Metrics

MAY 1, 2017

A large part of the success of any contact center operation is dependent upon people; not technology as you might assume. Those measuring the customer experience and those delivering the customer experience must work in concert to define the specific business need to take action with call center analytics. NOTE: Is this article advanced for you? If it is, use it as a self-assessment to tell yourself that you must learn more because understanding analytics is becoming a necessity to become a high

Call Center 67

Call Center Analytics Surveys Wait times 67

GetFeedback

MAY 1, 2017

A complete guide to survey question types, including when to use them, how to frame them, and interactive examples you can try out yourself.

Surveys 60

Surveys 60

InGenius

MAY 1, 2017

Nobody really knows what the future holds. Meteorologists’ reports are constantly at odds with what we can see outside our windows, the horoscope section of the newspaper is generally more fiction than fact, and while crystal balls might be a bold move in terms of interior decoration, they probably won’t tell you anything substantive about the stock market.

Contact Center 48

Contact Center Enterprise Marketing 48

Topdown

MAY 1, 2017

New Cloud-Based Solution Connects Customer Communications to Digital Customer Experience (CX) Architecture; Recognized by Industry Experts for Great User Experience.

Customer Experience 48

Customer Experience Management 48

ForeSee

MAY 1, 2017

Amazon is an undisputed leader in digital retail, but soon the online giant will venture into the realm of physical stores. This isn’t so much a choice for Amazon as it is a necessity if the company plans to remain a leader in retail. Modern retailers need an omnichannel strategy that understands and caters to every channel that customers shop in. So what will these physical stores look like?

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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

Uniphore

MAY 1, 2017

Why is achieving a single view of the customer so difficult? Contact center Nirvana could be described as knowing anything and everything about the customer, in order to serve them effectively and efficiently. A pity achieving this is so hard. Read More.

Contact Center 40

Contact Center 40

Verint

MAY 1, 2017

CX Sydney 2017. May 9; Sydney, Australia. Verint’s Martyn Riddle, marketing director, Asia Pacific region, will present as part of a panel called “Customer-Obsessed Game Changers” at this Forrester event at 2:50 p.m. AEST. Attendees will hear from a group of digital CX leaders who will discuss how traditional enterprises can challenge conventional notions of commerce and customer experience; how cultures and organizations need to adapt to the digital economy; and how their marketers and technolo

Enterprise 27

Enterprise Marketing Customer Experience Government 27

ShepHyken

MAY 1, 2017

Each week I read a number of customer service and experience 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. 1 simple reason why every business should be on Twitter by Mark Shaw. (Mark Shaw) I got into some Twitter banter with a friend from Twitter, Gregg Weiss @greggweiss at the top of Greg’s profile is his pinned tweet.

Customer Service 207

Customer Service Transportation Entertainment Airlines 207

Amity

MAY 1, 2017

The dreaded inactive account. You call, you email, you text, you send a carrier pigeon and nothing. No response. Aside from singing the chorus to Adele’s “Hello” - “I must have called a thousand times to tell you I’m sorry for everything that I’ve done but when I call you never seem to be home” - on their voicemail, what’s a CSM to do?

Accountability 56

Accountability Sales Surveys Personalization 56

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

VocalCom

MAY 1, 2017

Telemarketing can be a difficult practice for sales agents, as some businesses may resist calls for fear of being hassled. However, when agents are equipped with the best technology and a skillful approach, prospective buyers become interested and may turn into loyal customers. Here are five essential tips for telemarketing success every sales agent should know.

Telemarketing 48

Telemarketing Scripts Contact center software CRM 48

COPC

MAY 1, 2017

A recent article on Inc.com highlighted a truth that we at COPC Inc. have been promoting since our beginning — companies can always get better at delivering on their brand promise by listening to their customers. The article, which can be found here , focuses on the story of 5-year-old Alice Jacob. Alice sent a letter to her favorite clothing store, GapKids, letting them know she wished their store carried a wider variety of clothes for little girls other than “just pink and princesses and stuf

Feedback 40

Feedback Journey mapping Customer centricity Personalization 40