Beyond Philosophy

FEBRUARY 8, 2017

In our customer experience consultancy, we find there’s one thing that consistently prevents companies from adopting a more customer-centric approach. It’s not (as you might guess) cost! Instead, the problem is priorities, and specifically the priorities of people who make critical company decisions. You see, as people move up the chain of command, they get further and further removed from the average customer.

Management 309

Management Consulting Consulting Finance 309

ShepHyken

FEBRUARY 8, 2017

Common sense must always prevail – especially when it comes to customer service. That said, sometimes companies create strict rules and policies or have a “system” that makes it impossible for an employee to deliver the customer service the company actually wants them to deliver. Recently, I was sitting next to someone on an airplane who was on his way for a vacation on a cruise ship.

Customer Service 248

Customer Service Customer Experience 248

Contact Center Pipeline

FEBRUARY 8, 2017

Cold shoulder” is defined as “deliberate coldness or disregard, a slight or snub” (American Heritage Dictionary of Idioms). The term first appeared in writings by Sir Walter Scott in the early 19th century and remains a common idiom today, for good reason. Today’s consumer has multiple options to consider when purchasing pretty much anything. During […].

Customer Care 100

Customer Care Contact Center Call Center Customer Experience 100

Amity

FEBRUARY 8, 2017

These days, the practice of Customer Success finds itself at an interesting crossroad. The importance and responsibility of the field are growing, yet the budget increases don’t seem to follow suit. At some point, you as a customer success manager might start to notice that you are spreading thin trying to take care of all your customers. You might find yourself being more reactive to customer’s requests and finding less time to plan activities to help manage your customer’s jo

Surveys 68

Surveys SaaS Accountability Education 68

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

AskNicely

FEBRUARY 8, 2017

The team are all setup here at the SaaStr conference here in San Francisco – make sure you stop by and see us at Booth number S10. SaaStr founder Jason Lemkin has frequently written about how measuring and improving your NPS is important for growing your business and it’s clearly a big theme at the conference this year too! So, we’d love to have a chat about how you’re currently measuring customer satisfaction in your business.

SaaS 60

SaaS 60

Omnicus

FEBRUARY 8, 2017

We have covered the benefits of cloud-based contacts centers vs. call centers. We have also reviewed how the former is generally more cost-effective and mobile. Are there cases where a traditional call center model is better suited for certain companies? There certainly are. Large, multinational companies or corporations may have more to gain from expanding pre-existing call center models.

Customer Service 56

Customer Service Call Center Contact Center 56

Mindtouch

FEBRUARY 8, 2017

Last week MindTouch participated in a huge event, hosted by San Diego Venture Group, called Tacos & Tech in Silicon Valley. There is so much talent here in San Diego that is continually being poached by companies outside the city. From Los Angeles to the Bay Area, or even newer tech hubs such as Austin and Denver, our homegrown San Diegan talent has been finding work elsewhere.

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CSM Magazine

FEBRUARY 8, 2017

Most organizations still believe that if the frontline will just give good service, customers will be happy and loyal. The fundamental flaw is the belief that the frontline must be cajoled into giving good service. In fact, most service staff are doing their best—given the card and processes, they have been dealt. Successful companies are those that stop putting all the blame on employees and work to enhance frontline processes and tools.

Journey mapping 61

Journey mapping Consulting Consulting Surveys 61

LiveChat

FEBRUARY 8, 2017

I’m working in chat support for over 3 years. As many might know, working in customer support is stressful and requires to maintain a high level of concentration. To stay sane experiencing pressure every day seems to be the main goal at the beginning of a customer support career. In most cases pressure fades away after some time and routine is taking over.

Personalization 55

Personalization Customer Support Advertising Management 55

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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

CX Journey

FEBRUARY 8, 2017

Image courtesy of Steve Bowbrick What do the first 90 days on the job look for a brand new CXO or VP of CX? Yesterday, I had the pleasure of co-keynoting GMC Software's CX Transformation Day virtual event with Scott Draeger of GMC Software. If you missed our conversation, you can f ind it on their site. One of the questions that Scott asked me during our session is what I'd call the customer experience officer's (CXO's) "first 90 days.

Education 50

Education Customer centricity Government Customer Experience 50

CSM Practice

FEBRUARY 8, 2017

These days, the practice of Customer Success finds itself at an interesting crossroad. The importance and responsibility of the field are growing, yet the budget increases don’t seem to follow suit. At some point, you as a customer success manager might start to notice that you are spreading thin trying to take care of all your customers. You might find yourself being more reactive to customer’s requests and finding less time to plan activities to help manage your customer’s journey.

Accountability 45

Accountability SaaS Surveys Education 45

COPC

FEBRUARY 8, 2017

Listen to Ian Aitchison, CEO, Asia Pacific, discuss how COPC Inc. helps companies in Australia make better decisions about their customer experience operations. Ian was interviewed by Alan Kohler for the program Qantas Talking Business. Kohler is the founder of Business Spectator, a business news and financial commentary website. He is also the ABC’s finance reporter and founder of the online investing publication Eureka Report.

Entertainment 40

Entertainment Finance Customer Experience 40

CSM Practice

FEBRUARY 8, 2017

These days, the practice of Customer Success finds itself at an interesting crossroad. The importance and responsibility of the field are growing, yet the budget increases don’t seem to follow suit. At some point, you as a customer success manager might start to notice that you are spreading thin trying to take care of all your customers. You might find yourself being more reactive to customer’s requests and finding less time to plan activities to help manage your customer’s journey.

Accountability 45

Accountability SaaS Surveys Education 45

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

Uniphore

FEBRUARY 8, 2017

There’s no denying that virtual agents – or “chat bots” (or simply, bots) – are experiencing a tremendous resurgence in interest, and along with that, a rapid advance in innovation and technology. This resurgence is driven by four primary factors – it’s a perfect storm – a confluence of drivers causing massive interest, adoption, growth and innovation.

Virtual Agent 40

Virtual Agent Technology 40

Verint

FEBRUARY 8, 2017

A recent Insurance Networking News article by Nathan Golia ( @NathanGolia) references a West Monroe Partners’ study on data analytics in insurance companies that found “Two-thirds of the 122 respondents to the survey said data quality and accuracy was the greatest challenge to advanced analytics.”. But when done right, the use of quality data analytics can lead to “increased engagement, improved production by existing advisors and reduced attrition.”.

Analytics 23

Analytics Surveys Big data Enterprise 23

Uniphore

FEBRUARY 8, 2017

The State of Virtual Agents. There’s no denying that virtual agents – or “chat bots” (or simply, bots) – are experiencing a tremendous resurgence in interest, and along with that, a rapid advance in innovation and technology. This resurgence is driven by four primary factors – it’s a perfect storm – a confluence of drivers causing massive interest, adoption, growth and innovation.

Virtual Agent 40

Virtual Agent Technology 40

Eptica

FEBRUARY 8, 2017

Date: Wednesday, February 8, 2017 Moving to the 3Cs model for CX: Conversational, collaborative & cognitive platforms. Published on: February 08, 2017. Author: Olivier Njamfa Companies and their CEOs understand that the world is changing rapidly when it comes to winning, satisfying and retaining customers. Consumers are now more demanding than ever before, across a greater number of channels, and they increasingly focus on the experience they receive when deciding which companies to buy from.

Multichannel 52

Multichannel Metrics Customer Experience Customer Service 52

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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.

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