Beyond Philosophy
JULY 31, 2017
Over the past few months, I’ve noticed that “storytelling” has become a hot marketing buzzword. Branding agencies and consultants are embracing the notion that storytelling creates an authentic connection with your customers. There’s a growing crop of programs that teach you to tell stories in your own business. As a customer experience consultant, I think this is good.
ShepHyken
JULY 31, 2017
Each week I read a number of customer service and experience 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. 10+ Times Hotels Surprised Everyone With Their Creativity by Sarune Mac. (Bored Panda) If you stay at hotels often, you know that most of them seem to offer the same old thing – mildly friendly reception, a decent bed, and a warm shower.
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Steve DiGioia
JULY 31, 2017
I t’s nice to think that the businesses we frequent have integrity. The truth is integrity, or effective honesty, takes actual hard work that many are not willing to do. Each customer and situation is different, forcing you to adjust depending on who you’re dealing with. The real risk of losing a deal, a customer or a client “forces” us to be honest.
ShepHyken
JULY 31, 2017
Each week I read a number of customer service and experience 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. 10+ Times Hotels Surprised Everyone With Their Creativity by Sarune Mac. (Bored Panda) If you stay at hotels often, you know that most of them seem to offer the same old thing – mildly friendly reception, a decent bed, and a warm shower.
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Aspect
JULY 31, 2017
This summer I have spent some time thinking through the definition of “women in technology”. I have been a member of several different chapters, attended luncheons and workshops and even hosted a few. I believe the definition to be quite simple, “ A group of individuals passionate about ensuring gender diversity and opportunity equality (at all levels) within technology. ” This definition allows us to broaden the participants to include the developers, the innovators, the end users, the marke
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
VocalCom
JULY 31, 2017
Taking the perspective of the customer is essential to understanding his experience with a brand. For this reason, many companies are using customer journey mapping to study the user experience and learn where improvements can be made. Through an analysis of quantitative data and anecdotes from both customers and employees, brands may develop comprehensive maps that reflect the customer’s motivations and sentiments along the journey from potential to loyal customer.
Talkdesk
JULY 31, 2017
This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. This conversation originally appeared in Opentalk magazine. You meet with customers all the time. When it comes to call centers and service centers what are people focusing on today compared to a decade ago? To start off, I began as an architect with Salesforce, so ten years ago I was actually in the weeds — building, designing and implementing.
ClientSuccess
JULY 31, 2017
We’re excited to announce that we were awarded the SIIA 2017 CODiE Award for Best Customer Success Management Solution. “It’s an honor to be recognized by industry experts and software peers with a SIIA CODiE Award.” said Dave Blake, ClientSuccess Founder and CEO. “Today we celebrate our team and our customers. Our mission is to help businesses around the world build relationships that last.
Altivon
JULY 31, 2017
Call Center Times recently published an article submitted by Altivon entitled “ Hidden Ways Contact Centers Shape CX “ The article explores ways that contact centers may inadvertently affect customer experience through a mismatch of customer expectations and system implementation. The more you know about your customers, the more you will be able to tune your technologies and processes to their needs.
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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
ForeSee
JULY 31, 2017
Advanced Micro Devices (AMD) is a global semiconductor company. It’s technology is found in a wide range of products from major manufacturers such as Microsoft, Boeing, UCR Products, and more. We recently sat down with. The post VOC Leaders: How AMD uses CX Suite to connect the dots throughout the company appeared first on ForeSee.
Talkdesk
JULY 31, 2017
This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. This conversation originally appeared in Opentalk magazine. You meet with customers all the time. When it comes to call centers and service centers what are people focusing on today compared to a decade ago? To start off, I began as an architect with Salesforce, so ten years ago I was actually in the weeds — building, designing and implementing.
Customer Experience Matters
JULY 31, 2017
In this post, I examine the 2017 Temkin Emotion Ratings for the U.S. and UK, which is one of the components of the overall Temkin Experience Ratings, the openly available standard for CX metrics. In January 2017, we surveyed 10,000 U.S. consumers and 5,000 UK consumers about their experiences with companies. We used that feedback to calculate the Temkin Effort Ratings for 329 companies in the U.S.
Verint
JULY 31, 2017
A well thought-out voice of the customer (VoC) strategy has become a strategic imperative for measuring and improving customers’ experiences, satisfaction and loyalty. Listening, analyzing and acting on the voice of the customer across digital and traditional channels (e.g., text, phone, email, local branch visit, online survey) are the foundations for today’s VoC strategy planning.
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.
Win the Customer
JULY 31, 2017
According to research by Forrester, 77 percent of consumers claim that “valuing their time is the most important thing a company can do to provide them with good service.”. Businesses that are both thriving and progressive only get to such a level by mastering the art of pleasing and retaining customers. But even so, the best businesses are still more than eager to find new ways to improve their customer service experience.
Vonage
JULY 31, 2017
To many CEOs it’s an unwelcome development, but one that’s undeniable – businesses are no longer in charge. Companies are not the only ones with information, power and technology. Consumers are armed with a smartphone, and this single device has changed the business to consumer relationship. Technology has disrupted the status quo, shifting the balance of power between business and customer in favour of consumers.
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