ShepHyken
APRIL 3, 2018
Could You Benefit from Virtual Power Teams? What could virtual power teams do for you? Shep Hyken sits down with Peter Ivanov, author of Virtual Power Teams , and discusses the benefits of teams that are spread across the globe but joined by one central focus. ? ? ?. . Top Takeaways: A virtual power team is a team that has a strong gravity, a group of people bound by one central purpose, working together toward one central goal.
TechSee
APRIL 3, 2018
Customer churn in the age of information is a fact of life for every business in every industry. Customers have unprecedented access to data, enabling easy comparisons of alternatives, as well as hassle-free provider changes with a simple click of a button. With Accenture reporting that 77% of consumers are no longer loyal to any particular brand, companies must work harder than ever to retain their customer base.
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Customer Guru
APRIL 3, 2018
At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves.
Customer Experience Matters
APRIL 3, 2018
We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. Congratulations to TriCare for earning the top customer experience score in the health plan industry.
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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.
OrecX
APRIL 3, 2018
Nearly 50% of businesses today have some form of call recording - some with full featured enterprise recording systems, others with one-off recording functionality as part of larger telephony systems, and those with call recording capability as part of their cloud contact center software. Regardless of your scenario, the utility a full-featured call recording software system can bring to your business is significant in terms of customer satisfaction, compliance, risk mitigation and sales revenue
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CX Advantage Walker
APRIL 3, 2018
As Customer Experience (CX) professionals, we all have some of the same tools at our disposal – journey mapping, surveys, design thinking, etc. But some CX pros just seem to be able to get more out of them. They are better able to connect the dots between customer needs and changes the organization needs to. Continue reading. The post The business-savvy CX leader appeared first on CX Advantage.
ForeSee
APRIL 3, 2018
One finding from our new Utilities CX Insights report really stands out: Eighty percent of people said that they’d be willing to forgo the call center completely if utility providers. The post The ROI of CX appeared first on ForeSee.
SharpenCX
APRIL 3, 2018
Do customers care about which contact center platform a company uses? If not, then how can a vendor promise theirs is the one that will improve the customer experience? [.]. Read More. The post Do Customers Care About Which Contact Center Platform You Use? appeared first on Sharpen Contact Center Software.
Vonage
APRIL 3, 2018
Unfortunately, some customers won’t complain directly to a company even when they’re unhappy; they’re unlikely to let the business know so it can address the problem and hopefully keep the customer. This is particularly true if the offense in question is relatively minor, and if complaining about it would run the risk of sounding petty. Yet, minor irritants and customer dissatisfiers do have power to compel a customer to seek a better experience elsewhere — without ever telling you, the business
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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
Voxjar
APRIL 3, 2018
Customer service can make or break your business. In fact, the 2017 Microsoft State of Customer Service report found that a staggering 96% of consumers worldwide indicate that customer service is the defining factor for them when it comes to brand choice and loyalty, making call center quality assurance mandatory to optimize customer experience. The role of your contact center.
Injixo
APRIL 3, 2018
As you’ve probably seen, the contact center industry continues to change at an increasing pace. Technology advances in both customer service and communication changes how we have to think about how we work in the contact center today. Customers continue to demand superior customer service experiences and can quickly switch to your competitors if they don’t get it.
NICE inContact
APRIL 3, 2018
Ten million residents rely on 211 LA County in a natural disaster or public health emergency. But on a daily basis, thousands of individuals who make up the area’s most vulnerable, at-risk populations—veterans, homeless families, even those who have committed crimes—depend on the agency for critical health, personal and social services. Just as those in Los Angeles rely on the agency’s 60 community resource advisors for connection, information and referrals, 211 LA County depends on NICE inConta
Branch Mesenger
APRIL 3, 2018
There are few jobs that serve such an important dual purpose as that of the flight attendant. Purveyors of fine service from takeoff to touchdown, and at the same time, they’re expected to calmly navigate in-flight emergencies at a moment’s notice. One part high-caliber service, one part emergency attendant. But, at the end of the day, their most important job is keeping passengers safe.
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.
Toister Performance Solutions
APRIL 3, 2018
I'm conducting research to learn how quickly people expect a response to the emails they send. The survey also asks for your response time expectations for Twitter and Facebook messages sent to businesses. The survey is open now through Friday, April 13. The results will be posted on this blog on Tuesday, April 17. The survey should take approximately one minute to complete.
Provide Support
APRIL 3, 2018
What’s the most important thing a business needs to do to improve relationships with their customers and keep them coming back for more? The answer is pretty obvious, and yet so often overlooked: providing a delightful customer service. No matter how good your product may be, or how competent your customer service team is, the only thing that matters is how your customers feel about your company.
Ameyo
APRIL 3, 2018
As per a Mckinsey report, “70% of buying experiences are based on how the customer feels they are being treated.” This means that customer experience matters more than ever before. CX consulting firm Walker also forecasts that by 2020 customer experience will take over price and product as the key brand differentiator. This is forcing enterprises to take CX more seriously.
Altitude
APRIL 3, 2018
It’s not a news anymore that people today choose and buy experiences, not products or services, and the advancements in technology increase both customer expectations and space for businesses to wow them. The potential of wowness (what a word, huh? Does it even exist? Well it does now ?? ) is like rivers in Spain: it suddenly bursts its banks after some generous precipitations in form of new disruptive technology, and then quite quickly dries out when the technology becomes a new normal.
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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.
plumvoice
APRIL 3, 2018
Customers Don’t Like Hidden Fees A recent Gizmodo article highlighted the fact that some telecom companies charge customers high fees for paying their bills over the phone with a representative. Depending on the company, these fees ranged from $5 to $8 per transaction. With the large customer bases these companies have, those fees could result in.
Customer Experience Matters
APRIL 3, 2018
We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. Congratulations to USAA for earning the top customer experience score in the insurance industry.
Solvvy
APRIL 3, 2018
The post Your First Impression Is More Important Than You Think appeared first on Solvvy.
ClientSuccess
APRIL 3, 2018
Too often Customer Success Managers (CSMs) can get swept up in the day-to-day grind of activation questions, project management, and renewal processes. It can be easy to lose sight of the original goal at the heart of your role: to create successful customers. And at the end of the day, your most successful customers are the ones who trust you, your recommendations, and your services.
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!
COPC
APRIL 3, 2018
Early March brought the release of the 11th volume of the CXMB Series, titled The CX Journey: Strategic and Operational Insights. This 76-page report extends trendlines from previous CXMB Series Corporate Edition reports and continues to provide broad channel coverage, while also exploring new topics such as channel consistency, quality programs and customer experience priorities.
CSM Magazine
APRIL 3, 2018
Southwest Airlines delivers the best customer experience in the airline industry, according to the 2018 Temkin Experience Ratings. Of the nine airlines included in this year’s Ratings, Southwest Airlines earned the highest score with a rating of 76%, putting it in 51 [st] place overall out of 318 companies across 20 industries. Southwest has earned the highest score for airlines every year since the Ratings began in 2011, with the exception of 2015 when JetBlue came in first.
Jon Arnold
APRIL 3, 2018
March was light on the writing front, but I kept busy otherwise, doing a webinar, a couple of podcasts, attending/speaking at Enterprise Connect, and being a source for several stories that ran in the media, especially around Enterprise Connect. Looking ahead, I'm also in prep mode for a speaking spot at the upcoming MoNage conference, and soon after that, I'll be playing music again with the SIPtones at the Genesys conference in Nashville.
Verint
APRIL 3, 2018
Digital and Live Events Throughout April Explore the Power of AI and Automation, the Rise of IVAs, New Global Research Findings and More. Customer Interview Series. “Smooth Sailing Ahead with Analytics and Automation”. April 3 Webinar. What happens when a premier cruise line makes business outcomes a top priority? In this April 3 interview-style webinar at 2 p.m.
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
APRIL 3, 2018
Date: Wednesday, April 4, 2018 The importance of understanding emotion in digital channels. Published on: April 04, 2018. Author: Anne-Claire Bellec Research already shows that consumers want a balance between the human touch and technology when it comes to customer service. There are times when they want to access information as quickly as possible in order to speed up the customer journey, and turn to self-service, chatbots or messaging apps.
Verint
APRIL 3, 2018
Engage18: On The Inside. A city with a mission statement. That's one way to describe Dallas. According to the Visitdallas.com website, Dallas is on a mission to become one of the top convention destinations. As Verint moves closer to the opening of its highly anticipated annual Engage Global Customer Conference that takes place in Dallas, May 14-17, it would appear as Tom Cruise once remarked in a very popular movie series: “Mission accomplished.”.
Lumoa
APRIL 3, 2018
How do you make important or day-to-day consumer decisions in your life? Whom would you consult if you were choosing a hairdresser's saloon or a new car to buy? 83% of customers would trust recommendations from the people they know : colleagues, family, friends, etc. Often, we believe that people closer to us can give us a better advice when choosing a product or service.
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