Wed.Jan 04, 2017

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The One Thing We Must Do to Create a Customer Focused Culture

ShepHyken

To kick off the start of 2017 I could share my “Top Seventeen Ways to Deliver Great Customer Service in 2017.” I’ve done something like that most years. Instead, I’d like to kick off with something a bit more manageable. Not seventeen ideas, but just one. Not only is the focus on one idea, but really it’s just one word. And, that word is… alignment. .

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Contact Center Pipeline Magazine: Inside Our January 2017 Issue

Contact Center Pipeline

Special highlights in our January issue include our feature article where 17 industry leaders offer their insights on 2017. You will also find the survey findings of the industry’s top priorities and challenges for 2017, a survey project conducted with Strategic Contact. This is the follow-up to our widely read 2016 report with year-to-year comparisons. […].

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Patient Experience in the Age of Urgent Care

CustomerGauge

If you’ve traversed the health care system in the United States, chances are you have a rather long list of complaints. Before the mid-1980s, there were few options when it came to getting quick medical care on an outpatient basis. From unbearably long emergency room wait times (and the associated large bills) to the growing […]. The post Patient Experience in the Age of Urgent Care appeared first on CustomerGauge.

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19 Ways Your Customers Can Improve Your Content Marketing Strategy In 2017

Influitive

These tips were originally published in our eBook, Inspiring Customers to Create Content for You: A Marketer’s Guide. As a B2B marketer, you have boundless opportunities to turn your happiest customers into content collaborators. Involving customers in your content marketing strategy has lots of benefits, including: Uncovering better content ideas and new customer success stories.

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The 2023 Verint Experience Index: Retail

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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Book Giveaway: Kayako’s Essential Customer Experience Collection

Kayako

Power has been handed back to service, support and success teams. Boards are now seeing that great customer service does contribute to the bottom line. After all, excellent customer support can turn customers into loyal advocates resulting in more revenue. But customer service is just a smaller piece of the whole company. It takes the whole company to be customer-driven and become the customer’s advocate for a great service experience.

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Customer Experience in 2017 – Collaborate, Educate, Simplify and Focus!

ijgolding

New Years Resolutions. Three simple words – simple words that many people all around the world have uttered at some point in their lives! As we usher in a new year, it is the perfect occasion for everyone to consider what they could/should/need to do differently in the forthcoming days, weeks and months. I, like most, have regularly made a commitment to myself (and sometimes others) of things I will be committing to doing more of (or less of) in the new year.

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19 Fundamental Customer Experience Stats for 2017

Clarabridge

As a discipline, customer experience is growing up. It’s getting bigger, and making more of an impact. Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. People are still looking for a good customer experience. 45% of customers are willing to pay more for better customer service 1. 42% of consumers have purchased more after a good customer service experience 2.

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The Authoritative Guide to #CX

CX Journey

Image courtesy of GMC Software How do you know you're achieving customer experience excellence? Back in November, I wrote a post about a whitepaper I penned for GMC Software on how the worlds of customer communications management (CCM) and customer experience collide, without question. Parts of that whitepaper and another I had written for GMC Software were incorporated into their first ebook, The Authoritative Guide to Achieving CX Excellence: Unlocking the Power of Customer Communications Mana

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19 Fundamental Customer Experience Stats for 2017

Clarabridge

As a discipline, customer experience is growing up. It’s getting bigger, and making more of an impact. Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. People are still looking for a good customer experience. 45% of customers are willing to pay more for better customer service 1. 42% of consumers have purchased more after a good customer service experience 2.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Production Management in Service Organizations: Operating Blind?

Verint

When you first say production management, I think most people envision an assembly line—perhaps at an automobile plant. Production management in a service support organization is similar in that you know the type of work and process steps needed to execute the work, and the skills required to do the work.