Peter Lavers

JULY 14, 2017

I had the pleasure this week of being invited to Wimbledon by IBM to see for myself how their systems, artificial intelligence, and cognitive tools (Watson) underpin the customer experience. What?! Isn’t Wimbledon all about ‘being there’? The atmosphere; the proximity to the athletes and pundits; the strawberries! Doesn’t the world divide for two weeks in July between those who are there and those who would like to be there?

Customer Experience 164

Customer Experience Management B2B Analytics 164

ijgolding

JULY 14, 2017

“Focus on the whole journey, not just the transaction” In the world of Customer Experience (CX) you will hear this phrase frequently. But what does it mean? It’s the difference between a task and a purpose. The difference between a user story like the one above, and meeting a customer’s overall goal. It is important to understand the difference between the two, because how you frame the interaction determines how your customer will experience it.

Journey mapping 109

Journey mapping Customer Experience Banking Airlines 109

ShepHyken

JULY 14, 2017

This week we feature an article by Mike Allton about negative and fake reviews. Ask your customers to post online reviews. This shows that you have confidence that you will take care of your customers by delivering a great customer service experience and taking care of any problems that may arise – in such a way that will earn you a glowing online review. – Shep Hyken.

Customer Experience 111

Customer Experience Morale Advertising Marketing 111

Influitive

JULY 14, 2017

A new IDC report has found that one organizational tactic has grown 570% YOY among B2B vendors (and no, we don’t mean ABM). It’s customer advocacy programs. Last year, only 10% B2B vendors surveyed had a customer advocacy program in place, according to the IDC research. This year, “The Role of Marketing in Customer Advocacy”.

Customer advocacy 81

Customer advocacy B2B Surveys Marketing 81

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Amity

JULY 14, 2017

So you have decided to take the leap and switch companies. Now what!? The goal of any career transition is to reach what “ The First 90 Days ” (highly recommend this book) calls the break-even point - the “point at which you have contributed as much value to your new organization as you have consumed from it” (Watkins, 2013).

Accountability 54

Accountability Best practices Consulting Consulting 54

Jon Arnold

JULY 14, 2017

If I play my cards right, this will be the last industry event for me til fall. Am definitely looking forward to Genband's event next week, but have also been on a continuous run of events since May, and I hear summer might actually start soon. As always, Genband puts on a great conference, and I'll be flying to LA on Sunday to be there. For a change, I'm just attending the event, but I've got my share of meetings lined up, and given their recent merger with Sonus, and partnership with Five9, th

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ClientSuccess

JULY 14, 2017

This live webinar is over and is now available as a recorded version. You can watch the recorded version here. Webinar Details. Ed Powers, VP Customer Success, simPRO Software Group teaches how to build trust and increase renewals during every stage of the customer lifecycle. This event was a “fireside chat” format where the conversation was live and open to questions and comments throughout the hour while centered around the power of building trust with customers.

SaaS 41

SaaS Best practices Consulting Consulting 41

Momentum Telecom

JULY 14, 2017

The Lessons Learned from a Sunset Industry. I worked in the two-way radio business for many years, but I have since devoted the last decade to cloud-based business communications (VoIP, Unified Communications, Call Centers, etc.). Even though two-way radios have been around for over a century and VoIP barely a decade, there are things to learn from the radio business that can shape how you set up your communications.

voip 40

voip Abandon Call Call flow Wait times 40

Helpware

JULY 14, 2017

1.Show Off Your Customer Service Team. If your customer service received great ratings from customers, don’t just hide in some backpages. Make it front and center. Take the last 20 or so customer reviews and make it the focus of attention on your customer service page. Not only will this give prospective customers confidence in your company, but it will also reaffirm the belief that you have in your customer service team.

Customer Service 40

Customer Service Brand ambassadors Customer Support Wait times 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

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Clarabridge

JULY 14, 2017

Brand experience. Customer loyalty. ROI. These buzzwords can be the bane of any CX Evangelists existence when they’re thrown around at an organization not quite willing to make the shift to put customers first. It may feel like no one truly knows – or cares for that matter what exactly a CX transformation can mean for their company. We know how hard it can be to feel like the sole advocate for what should be an organization-wide initiative- – that’s why it’s crucial that you build out a cu

Education 40

Education Customer Experience Management 40

LiveChat

JULY 14, 2017

We tend to think of ourselves in ways that are more flattering than are warranted. It’s probably our human tendency to see ourselves through rose-colored glasses! We tend to believe that we are better customers, better employees or better bosses than we actually are. The sad truth is that if we ask customer service agents that talk with us or our colleagues, we will probably hear that there is a lot of room for improvement.

Management 21

Management Morale Consulting Consulting 21