Beyond Philosophy
MARCH 1, 2017
Even if you didn’t watch the Super Bowl, you probably checked out this year’s commercials. I certainly did. I laughed out loud at Melissa McCarthy pratfalling her way through environmental causes in an ad for Kia’s Niro hybrid. And no matter what you thought of the controversial 84 Lumber commercial , it was hard not to be touched by the hopeful face of the little girl setting off on a long journey.
ShepHyken
MARCH 1, 2017
Some of you may be familiar with the 1970’s and 80’s hit TV show M*A*S*H, based on the novel and movie by the same name. The series premiered in 1972 and played for eleven seasons. While, most refer to the show as a sitcom, some view it more as a “dramedy” than a comedy series because of the heavy dramatic setting, which was a medical unit in the Korean War.
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Contact Center Pipeline
MARCH 1, 2017
Few doubt the importance of trust in the success of a contact center. It is one of those foundational elements that may be difficult to isolate, but it has an impact on nearly every measured result. Agents need to trust in their leaders, to believe they are not only competent but will take agent perspectives […].
PeopleMetrics
MARCH 1, 2017
If you’ve been keeping up with this series, you're familiar with the idea of gathering continuous customer feedback. But it's important to note the changing environment for how that feedback is handled. Traditionally, customer satisfaction surveys have focused on collecting aggregate data. In the world of market research, this approach makes sense. It’s statistically accurate, high-level, and shows trending data—all great things for market researchers.
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Return Customer
MARCH 1, 2017
Have you ever been treated to an unexpected gift from a company? It may have been money off your next purchase or a complimentary upgrade. Whatever the case, think about how that made you feel. Pretty happy right? A simple gesture can go a long way when it comes to keeping your customers loyal. Here are 5 practical ways that you can surprise and delight your customers. 1.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Andrew Mcfarland
MARCH 1, 2017
A few weeks ago, I noted that change isn’t required in business, but neither is survival. Let’s assume you’re interested in survival. You may have encountered a SWOT analysis on the job or if you went to business school. The.
PeopleMetrics
MARCH 1, 2017
The final discipline of growth banking is all about listening and acting on feedback from your customers. This discipline requires an understanding of measure and metrics. It requires a commitment to closed-loop feedback. And it starts with the decision to either build or buy a Voice of the Customer solution for your own organization. But it's important to note: having customer data and following up with individual customer and employee feedback is not enough to move your overall Net Promoter or
ijgolding
MARCH 1, 2017
I like writing articles that pose a question in the title. When I read articles written by others who also use this technique, I am very tempted to answer the question before reading any further. If you have done just that on this occasion, what was your answer? If you answered ‘yes’; or, ‘of course’; then you are in agreement with me.
PeopleMetrics
MARCH 1, 2017
It's clear that listening and taking action on customer feedback is a growth tactic for your bank. But how do you get started with a customer feedback management program? As with most organizational initiatives, you have two options: build or buy. Depending on your needs, building your own customer feedback system may be a real possibility. We've worked with organizations that have successfully built and managed their own programs for years.
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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
Amity
MARCH 1, 2017
For anyone who has ever been tasked with building a Customer Success Manager role from scratch , scaling out a Customer Success team, or implementing a Customer Success platform , I am sending a special shout out to you! While you’re at it, give yourself a fist bump, high five, or a bear hug (whichever you prefer). I’ll wait a moment… go ahead, you deserve it.
PeopleMetrics
MARCH 1, 2017
Your staff knows about what motivates customers, what concerns them, how they like to interact with your company, and for what reasons. So why not ask your staff to weigh in on your customer persona work? Presenting your personas to a selection of employees will give you a valuable, insightful perspective. So rather than keep your work to yourself, let them in on your little secret.
Mindtouch
MARCH 1, 2017
A self-service experience is the key enabler of understanding: for both customer success , buyer success, and your company’s insights into the needs of each. As seen in the video below, Gainsight understands the value in analyzing the entire customer journey, from pre-sale through to the customer success phase. They leverage their self-help materials to track, analyze, and predict high-value calls to action (CTA) for sales, support, success, training, onboarding, and even product workflow.
PeopleMetrics
MARCH 1, 2017
Great customer experiences don’t just happen. They require deliberate decisions and supporting leadership behaviors. As we mentioned in an earlier section, our research found that adhering to a decision-making process that considers the impact on the customer is one of the practices that separate growth banks from non-growth banks. Let’s imagine that you have defined the experience you intend to deliver.
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.
Topdown
MARCH 1, 2017
Writing for The Huffington Post, Sarah Deane of EffectUX ( @effectUX ) gives us “ 8 Reasons Why the Gap Widened Between Customer Experience (CX) Leaders and Laggards in 2016.” Deane is writing in response to Forrester’s US Customer Experience Index report, which we’ve mentioned in the past as a great resource for anyone who wants to know what top CX scorers are doing right and what the laggards are getting wrong.
PeopleMetrics
MARCH 1, 2017
If you want to grow your bank by acting on individual customer feedback, your success depends upon a fundamental principle—you have to engage and encourage customers to provide feedback. In this regard, we advise our clients to follow the five tenets listed below. Take note of each, because they'll help you maximize the quality and quantity of the feedback you collect.
Clarabridge
MARCH 1, 2017
Miami will be hotter than ever when C3 2017 begins in just two months. Clarabridge Customer Connections (“C3”) is the must-attend event for customer experience professionals. On May 1-3, CX practitioners, industry experts, and thought leaders will gather at the Fontainebleau Miami Beach to be challenged and inspired. As usual, C3 will feature a healthy mix of hands-on workshops, motivating keynotes, and in-depth presentations.
PeopleMetrics
MARCH 1, 2017
Introduction. In directing banks toward continued relevance and future success, banking executives face some tough, complex questions like: How do we avoid commoditization? How do we differentiate in a low-growth, low-margin, competitive world? How do we offer our customers a seamless, easy banking experience? If those weren't challenging enough, the same executives are also tasked with changing regulations, evolving technology, new payment methodologies, and non-traditional competitors entering
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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.
Avaya
MARCH 1, 2017
I’ve always liked things in threes. Three stooges, Charlie’s Angels, the rule of three (suggests that when things come in threes, they are inherently funnier, more satisfying, or more effective than other numbers of things). And let’s not miss the fact that I have three kids. It’s no different when I think about the important technological evolution of Avaya Stadium, which is turning three years old.
CX Journey
MARCH 1, 2017
How do you know if the work you're doing to transform your company's culture is effective and is making an impact? Customer experience professionals fight hard for the customer and are often challenged when it comes to making the case for improving the customer experience and transforming the company culture to be customer-centric versus other, more easily quantifiable company initiatives.
McorpCX
MARCH 1, 2017
Customer journey mapping continues to gain both traction and increased relevance as organizations around the globe orient towards a more customer-centric way of doing business.
Clarabridge
MARCH 1, 2017
Miami will be hotter than ever when C3 2017 begins in just two months. Clarabridge Customer Connections (“C3”) is the must-attend event for customer experience professionals. On May 1-3, CX practitioners, industry experts, and thought leaders will gather at the Fontainebleau Miami Beach to be challenged and inspired. As usual, C3 will feature a healthy mix of hands-on workshops, motivating keynotes, and in-depth presentations.
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!
Clarabridge
MARCH 1, 2017
Miami will be hotter than ever when C3 2017 begins in just two months. Clarabridge Customer Connections (“C3”) is the must-attend event for customer experience professionals. On May 1-3, CX practitioners, industry experts, and thought leaders will gather at the Fontainebleau Miami Beach to be challenged and inspired. As usual, C3 will feature a healthy mix of hands-on workshops, motivating keynotes, and in-depth presentations.
Verint
MARCH 1, 2017
The mail-order pharmacy unit of a healthcare insurer recently upgraded to the latest version of Verint ® Workforce Optimization ™. The upgrade was no easy undertaking as it extended the solutions to include thousands of employees in blended environments, in which staff engaged with customers on the phone and performed order fulfillment off the phone.
PeopleMetrics
MARCH 1, 2017
Customer-centric businesses put customers at the core of the business, then make policy and process design decisions centered on the needs of those customers. That customer focus compels naysayers to label customer centricity as an ill-advised business strategy. What happens, those naysayers ask, when your heart pushes you to take action that interferes with a long and prosperous future?
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
Eptica
MARCH 1, 2017
Date: Wednesday, March 1, 2017 37 billion reasons to improve customer experience. Published on: March 01, 2017. Author: Angus Prentice Ahead of next week’s Institute of Customer Service (ICS) annual conference , new research spells out the enormous cost of poor service to brands. Figures from the UK’s Ombudsman Service found that it registered 55 million complaints over the last 12 months - costing UK businesses £37 billion as customers vote with their feet and move to alternat
PeopleMetrics
MARCH 1, 2017
With insufficient planning and preparation, your customer feedback strategy may stumble, you may lose team members along the way, or find yourselves lost in a sea of information. Let's avoid such painful struggles by going over nine steps to maximize your chances of success. Step 1: Involve the field in the design of the program. Early on, our most successful banking clients took time to plan their programs with representatives from branch operations, contact centers, and digital channels.
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