ShepHyken

APRIL 12, 2017

My wife and I were on the phone with our bank. They take care of our checking accounts and credit cards for our entire family, and we were having a problem transferring money from one account to another. The frustration began with fifteen minutes of hold time. Once the customer service representative came on the call, Cindy briefly described the problem.

Banking 244

Banking Accountability Customer Service Personalization 244

Contact Center Pipeline

APRIL 12, 2017

Generally speaking, the idiom “talk is cheap” is understood to mean that it is easier for folks to say what they will do rather than to actually do it. I would like to treat this idiom as a question: Talk is cheap… or is it? Think about this phrase from a contact center perspective. In […].

Contact Center 100

Contact Center Multichannel Call Center Customer Experience 100

CustomerGauge

APRIL 12, 2017

CEO and co-founder of CustomerGauge, Adam Dorrell joined Shep Hyken on Amazing Business Radio this week to discuss how companies can monetize a Net Promoter System. In the interview, Shep and Adam discussed some of the findings from CustomerGauge’s 2016 NPS Benchmark Survey, which found that the NPS industry still has a long way to […]. The post Monetizing a Net Promoter System®: Adam Dorrell Joins Amazing Business Radio appeared first on CustomerGauge.

Benchmark 97

Benchmark Surveys 97

PeopleMetrics

APRIL 12, 2017

There was a time that businesses relied on anonymous, aggregated customer feedback as the sole input for their customer strategies. And that time is quickly fading away, along with once-common practices like writing checks to pay monthly bills and physically signing mortgage application documents. Technology has created a new age. It has driven innovation in banking, and it has tranformed how businesses can ask for, and act on, customer feedback.

Metrics 87

Metrics Customer Experience Banking industry standards 87

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aircall

APRIL 12, 2017

When your operation is in its infancy, it’s easy to dispense personal, dedicated, effective customer support. However, as your business grows (and if you offer excellent customer service, chances are, it will), so will your support team. You’ll have to scale customer support, and this is where things get complicated. When your reach is limited, it’s easy to remember each and every client, to cultivate a personal relationship with them.

Customer Support 81

Customer Support Self service Wait times Personalization 81

Eptica

APRIL 12, 2017

Date: Wednesday, April 12, 2017 Shaping the future of customer experience. Published on: April 12, 2017. Author: Olivier Njamfa Given its importance to the bottom line, customer experience is high on the priority list of CEOs, CMOs and CIOs alike. Research from Gartner found that nearly a third (31%) of CEOs had customer projects as their number one strategic priority for this year , and 37% said that customer experience management was their most important area of technology investment over the

Customer Experience 55

Customer Experience Best practices Customer centricity Technology 55

aircall

APRIL 12, 2017

When your operation is in its infancy, it’s easy to dispense personal, dedicated, effective customer support. However, as your business grows (and if you offer excellent customer service, chances are, it will), so will your support team. You’ll have to scale customer support, and this is where things get complicated. When your reach is limited, it’s easy to remember each and every client, to cultivate a personal relationship with them.

Customer Support 48

Customer Support Self service Wait times Personalization 48

NICE inContact

APRIL 12, 2017

As more enterprise organizations move their businesses to the cloud, many of them are surprised to learn that the biggest payoffs from transformational change are unlocked after moving their technology platform to the cloud. Sheila McGee- Smith, founder of McGee-Smith Analytics, says, “True digital transformation touches every part of the business, but it begins in the contact center with customer care.

Best practices 48

Best practices Contact Center Interactive Voice Response Enterprise 48

Spearline

APRIL 12, 2017

Last week at Enterprise Connect, Amazon released Connect, a contact centre as a service offering hosted in the Amazon Web Services cloud. The contact center is the front-line for a company’s most important asset – its customer relationships. But, traditional contact center solutions are complicated and expensive. Companies often have to invest in complex, proprietary hardware and software systems that can take months or even years to deploy.

Benchmark 40

Benchmark contact center solutions Contact Center Enterprise 40

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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

delighted

APRIL 12, 2017

A microwave oven is supposed to be a convenient way to heat up a meal, pop some popcorn, warm some milk, or myriad other simple cooking tasks. It’s a welcome alternative to much slower options like an oven or stove. First introduced as a device to save time for specific cooking tasks, the microwave is now an appliance that aims to perform every cooking task.

Accountability 40

Accountability 40

CX Journey

APRIL 12, 2017

Image courtesy of prairiemomof2 Have you heard the saying, "Ready. Fire. Aim?" What does it mean? Shoot before you aim. Shoot (or do anything) before you think or before you think it through. Shoot before you know what you're shooting at. Shoot before you know why you're shooting. Take your pick. The saying has a few different definitions, but I believe it refers to taking immediate action, or just reacting to something, without even thinking through the options or the implications.

34

34

Verint

APRIL 12, 2017

Ensuring front-line employees are ambassadors for your CX program takes creativity, hard work, and—speaking for my company, at least—an ongoing commitment to find fresh, new ways to extend the CX culture throughout the organization. Are the people in your organization empowered to do what’s right for the customer? Your employees have a wealth of knowledge into what customers do and do not prefer.

Employee engagement 35

Employee engagement Customer centricity Feedback Analytics 35

ClientSuccess

APRIL 12, 2017

As Customer Success Managers (CSMs) can attest to, the customer lifecycle can sometimes be a game of guesswork. Many of the metrics and indicators of customer satisfaction rely heavily on consumer sentiment and personal attribution. Common CSM practices such as “ pulse checks ” or questions such as “Are you happy with results of our product/service at this time?

Accountability 40

Accountability Personalization Metrics Customer Support 40

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