ShepHyken

APRIL 3, 2017

Each week I read a number of customer service 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. Customer Service Track Shines at Social Media Marketing World by Dan Gingiss. (Winning at Social) Although it is, at its essence, a marketing conference, the annual Social Media Marketing World gathering in San Diego is constantly adapting in step with the ever-changing world of socia

Customer Service 192

Customer Service Marketing Personalization Customer Experience 192

360Connext

APRIL 3, 2017

Ever hear of a “stop doing” list? All the cool kids and productivity gurus have mentioned them. The idea is to create a not-to-do list so you are reminded of tasks you should delegate, ignore, or intentionally decide to cease. Thinking in these terms, here’s a quick list for 3 things to add to your stop doing list for the second quarter.

Customer centricity 95

Customer centricity Consulting Consulting Customer Experience 95

Customers That Stick

APRIL 3, 2017

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Customer Service 90

Customer Service 90

SharpenCX

APRIL 3, 2017

A single customer view is essential, yet difficult to execute.Customer service expert Jeff Toister recently wrote about the importance of meeting customer expectations, and captured the essence of what it means to really “know” a customer:“When you reach out for help, the associate and/or the self-service channel already knows who you are (name, status, loyalty, [.].

Contact center software 80

Contact center software Self service Contact Center 80

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Amity

APRIL 3, 2017

Okay data junkies, let’s pause for a second (or about 244 seconds as this article is a little lengthy), and review what we are measuring in our Customer facing organizations. You’ve probably heard the saying, “If you build it they will come.” Well l have created a version of my own: “If you measure it, you will have insights.

Upselling 70

Upselling Metrics Feedback Accountability 70

ijgolding

APRIL 3, 2017

Finally, a book has been written to help anyone aspiring to become a Certified Customer Experience Professional (CCXP)! I wish I could claim the credit for such an important milestone for the fledgling, global, professional qualification… but I cannot! Thankfully, a friend and mentee of mine, Michael Bartlett, has done the hard work for the CX community.

Finance 61

Finance Government Healthcare Customer centricity 61

Influitive

APRIL 3, 2017

At Influitive, we’re building a new software category around the idea of advocate marketing. Naturally, we get a lot of questions about what we do and how we do it. So, we’ve rounded up the most common ones we receive and answered them. But, we’re doing one thing differently: we’ve asked our customers—who are some.

Marketing 60

Marketing Customer advocacy B2B Sales 60

Avaya

APRIL 3, 2017

I recently attended the 2017 MoNage conference, which focused on the Age of Messaging over the Net—a phrase coined by the founder Jeff Pulver. Jeff was a pioneer in the VoIP industry, having created the Voice over the Net conference, co-founding Vonage. He extends his vision that messaging is at the center of the digital transformation era. I wanted to explore some of the observations from the conference—especially those about contact center operators leveraging customer journey maps for serving

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Journey mapping Chatbots Contact Center Airlines 58

Mindtouch

APRIL 3, 2017

The topic spectrum is broad, the vertical applications are numerous, and at the Pulse Conference, it all boils down to customer success above all else. We interviewed some of the top speakers at Pulse 2016 to give insight into the range of subject matter that is covered at Pulse. Did you or someone you know make the video below? Often we find that we can learn from the most unlikely of people.

Entertainment 48

Entertainment SaaS Analytics Marketing 48

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

LiveChat

APRIL 3, 2017

While Amazon’s annual revenue has recently soared to more than $135 billion for the fiscal year 2016, making it the world’s eighth largest retailer, there are still many core lessons that small business owners can learn from how this giant rose to greatness. Here are 10 top business lessons small businesses can learn from Amazon. 1. Build what your customers are telling you they want.

Marketing 51

Marketing Metrics Technology Customer Experience 51

ForeSee

APRIL 3, 2017

If you’re attending the ForeSee Summit this week, it’s likely that at least some of your biggest aha moments will happen outside of conference sessions via insights and experiences shared. The post Unlocking ForeSee Summit Roundtables: What you need to know appeared first on ForeSee.

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Uniphore

APRIL 3, 2017

Intruder alert! While it is crucial to find out exactly how your customer feels, in order to deliver better service, intrusive methods like surveys and callbacks can easily end up shooting your efforts in the foot. Read More.

Customer Experience 40

Customer Experience Surveys 40

Verint

APRIL 3, 2017

There has been much said recently about digital disruption and the exponential growth in the use of digital means of interaction between consumers and organizations. Rightly so! Facebook itself has approximately 1.8 billion users and almost all consumers are armed with smartphones. These and other digital means, including increasingly sophisticated and cognitive messaging and chatbot capabilities, are steering routine customer service interactions toward self-service and virtual agent interactio

Virtual Agent 29

Virtual Agent Self service Chatbots Customer Service 29

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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

Avaya

APRIL 3, 2017

An estimated $6 trillion in global revenue is up for grabs due to dissatisfied customers constantly switching providers, seeking a better customer experience—CX. From finance to retail to hospitality, it seems virtually every industry is grappling with above-average customer churn. Why? Technology has evolved to a point where there is now an inconceivable number of ways for customers to engage with brands, creating a communications environment that many companies simply aren’t set up to handle.

Contact Center 57

Contact Center Journey mapping Finance APIs 57