April, 2015

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Improving Your CX One Employee at a Time

Beyond Philosophy

Employee Experience and Customer Experience are linked. What is affecting one will affect the other. They are like an old married couple—when it works it is beautiful and inspiring; when it doesn’t, it is ugly and bewildering. Both members of this marriage have a voice. The Voice of the Customer (VOC) refers to the feedback you get regarding a Customer’s expectations and their experience with your organization.

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Improving “Avoidance” Behavior to Reduce Absenteeism

Callminer

What are some strategies call centers can take to curb agent “avoidance” behavior and reduce absenteeism? Take a look at a few different approaches.

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You Can NEVER Do Customer Service without Doing Sales

Win the Customer

Have you ever called to speak to a customer service representative who didn’t listen to your problem? Did it sound like the customer support person was reading answers off a page and wouldn’t let you get a word in edgewise? Was your legitimate complaint transferred from one office to another while you were on hold […].

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The Official Book Launch and 72 Hours to Claim Gifts

Customers That Stick

The big day is finally here! Today is the official launch of Be Your Customer’s Hero. To celebrate the launch and to try to work our way onto Amazon’s bestseller lists, we are offering incentives if you purchase multiple copies of Be Your Customer’s Hero in the next three days. The breakdown below shows you the levels and the gifts! Spaces between bullets show anything that’s different from the level above it.

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The 2023 Verint Experience Index: Retail

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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Customer Loyalty Depends on the Word “WHY”

Kristina Evey

'Understand WHY Customers Remain Loyal to Your Company. Many people assume that customer loyalty and customer satisfaction is based on asking one very important question – What is the likelihood of you referring others to do business with us? This is commonly known as Net Promoter Score, or NPS. On a scale of 1- 10, 10 being the highest likelihood, you delight in the folks that score a 9 or 10, pay more attention to the 6, 7, and 8 scorers, and count on the fact that anyone scoring 5 or

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Could You be Left Behind by The Experience Economy?

Beyond Philosophy

'Seventeen years after the prophetic Pine & Gilmore book and HBR article “ Welcome to the Experience Economy ” published, we see their concepts gaining momentum. In the past, companies embracing the concept were the exception; now embracing the Experience Economy is the rule. In other words, the idea of the Experience Economy is not just for organizations like Disney, Apple, and the Rainforest Café any more.

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Big Picture: What Is Contact Center Analytics?

Callminer

Learn how contact center analytics can help develop the big picture of customer interactions and improve the customer experience. Read more.

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Essential Do’s & Don’ts for Customer Experience on Twitter

Win the Customer

'Twitter is an absolute essential for connecting with customers and clients in today’s competitive business environment. According to a 2014 study conducted by the University of Massachusetts Dartmouth, 83 percent of Fortune 500 companies maintain active Twitter accounts. The most successful of these businesses carefully craft tweets capable of building an engaged community.

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Why Customer Experience Excellence Requires HR Engagement

ClearAction

Why Customer Experience Excellence Requires HR Engagement. People are at the center of providing or receiving customer experiences. And it’s commonly accepted that engaged employees are a prerequisite to high-value, engaged customers. So, it stands to reason that Human Resources (HR) departments have great potential to influence customer experience (CX).

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Stop Kidding Yourself! Are You Interested or Committed to Delivering Amazing Customer Service?

Kristina Evey

“I’d kill to have a golf swing like that!”. “I’d do ANYTHING to lift that much weight and look like that!”. We’ve all heard, and made, statements like this about something in either our personal or professional lives. But really, we are all a bunch of liars. Committed to Service. Yes, that sounds extreme, but let me explain… I’ll tie this in to Customer Service and the Customer Experience quickly.

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Call Center Training ROI

Contact Center Pipeline

Which types of contact center training produce the best ROI? In our recent Contact Center Training Special Issue, we asked experts from the leading contact center training providers for their views. Here is what Nina Kawalek, Chief Executive Officer of the RCCSP Professional Education Alliance, had to say. Sometimes the best ROI is the one […].

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8 Ways to Tell Whether Your CEO Supports You

Beyond Philosophy

'Getting the CEO’s support for any initiative is vital, but how do you tell whether his or her commitment is genuine? Over the 13 years I worked on Customer Experience, I learned the tell-tale signs of authentic commitment. Here is my check list of ways to see if your CEO is committed to your initiative. How to Check the Commitment of Your CEO: Count the number of times the CEO mentions Customers in any communication.

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Compliance Analytics: Effectively Gathering and Making Use of Compliance Related Data

Callminer

Using speech analytics to improve the compliance of your call center can save you money and help you avoid fines

Analytics 182
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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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How Voice of the Customer Experience Improves Brand Reputation

Win the Customer

'Customers today don’t just want more from their products and service providers, expectations really are higher than they’ve ever been. In a recent report by McKinsey, researchers pointed out that nearly 70% of the overall customer experience from a purchase is based on how customers feel they’re treated throughout the purchase process.

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Customer Experience Strategies: The Impact of Working Together

PeopleMetrics

In working with CultureMetrics clients, we’ve found the common painpoint for many companies is the “How We Work Together” dimension. It’s not hard to understand why. Inside the walls, cubicle to cubicle, department to department—there are an awful lot of internal interactions to get right. But if we want to improve how we move customers through our businesses, then we need to focus on how we work together.

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Why is April Customer Loyalty Month?

Andrew Mcfarland

'I heard recently that April is Customer Loyalty Month. Perhaps this has always been the case and I am discovering it late. Regardless, let me go on record as saying that declaring April as Customer Loyalty Month is counterproductive. Instead, customer loyalty should coincide with Children’s Day. Let me explain. It must be universal [.].

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Measuring FCR: Timing Affects Feedback Validity

Contact Center Pipeline

Post-transaction surveys provide a customer-centric view of when first-contact resolution (FCR) has been achieved. But even with customer surveys, the most common methods often result in companies reporting inflated FCR rates—10% higher, on average, says Mark Miller, senior director of Contact Center Solutions for J.D. Power. Many contact centers create a false sense of their […].

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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Building Loyalty Doesn’t Need a Card

Beyond Philosophy

Keeping Customers is cheaper than getting new ones. Customer loyalty and retention are goals for most organizations as a result. In the past, some companies’ modus operandi to build their loyalty involved a loyalty card with additional benefits. However, these loyalty card benefits just became part of the offer over time. So now what do we do to build Customer Loyalty?

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Customer Service – Do You Give Empty Compliments to Your Customer Facing Staff?

Kristina Evey

'Compliments are always good, right? Especially a compliment given to an employee for delivering good customer service, right? Actually…. no. I’ll explain. I once worked with a company in which the Director of the Customer Relations department would walk through the department and say “You guys are Rockstars!” When an employee would speak with him privately, he would discuss their issue and upon leaving would say “You’re a Rockstar!”.

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Manage Branding by Chief Experience Officer

Sampson Lee

'On a typical summer day in Hong Kong, the weather is hot and humid with lots of sunshine. I take the subway to a business meeting and when I come out of the station, a sudden and heavy rainfall has.

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Customer Experience Best Practices: Change Management (1 of 2)

PeopleMetrics

'Before you implement a Voice of the Customer solution , it''s important to set yourself up for success. Organizational awareness and adoption are necessary for it to take hold. Voice of the Customer software rollout is an exercise in change management—in leading the human side of change. As in any management situation, it helps to have a structured process to achieve your desired outcome.

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ABM Evolution: How Top Marketers Are Using Account-Based Strategies

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

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The customer feedback experience – an experience not to be taken for granted!

ijgolding

'Last week I made a telephone call to my bank. A routine query, I chose to pick up the phone and call with my question, rather than use any other channel open to me. Having gone through the usual number selection process (or IVR as it is known technically), I was connected to a human. […].

Feedback 102
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Basic Training for New Team Leaders

Contact Center Pipeline

“Congratulations! You have been promoted to acting supervisor.” It was 1993 when my manager pulled me aside and gave me the good news. I was thrilled at the chance to lead a contact center group, but I was also nervous. I was a top-performing agent, but I had never managed staff until now. Unfortunately, there […].

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Time to Leave Corporate Life

Beyond Philosophy

I had achieved my goal. I had “made it” by corporate standards. I was a senior executive with a big corner office and a big salary to match. Over 3,500 people reported to me globally, and I had a budget of millions to “improve the Customer Experience.”. So with all of these great things going in my career, why did I want to leave? It’s simple, really.

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The Problem with Customers

Andrew Mcfarland

'Readers who have even a casual interest in customer service are well aware that customer service is terrible worldwide. What no one seems willing to admit or address is that the main reason service is so poor is because of customers themselves. Customers seem to have abdicated their responsibility in the relationship. They seem to [.].

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The Rise of the AI Coaching System: Powering the Empathic Enterprise

Contact center leaders understand that frontline agents need in-call guidance to manage complex calls and drive higher levels of employee and customer experience. Real-time agent assist technology is enabling leading contact centers to accomplish these goals.

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Innovation and Process: What Football Teaches Us About Customer Experience

Up Your Service

'A friend of mine, the Head of a Middle School, wrote the following as part of his weekly letter to parents. He is working hard to balance change and innovation demanded by modern times with the tradition and process long revered in student education. His message also rings true for service innovation in business and government organizations: “When Brazil defeated Italy in 1970 for their third World Cup in 12 years, football aficionados claimed it was the greatest team ever with the greatest pla

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3 Things Digital Marketing Professionals Need to Know about Customer Experience

PeopleMetrics

'Today, we offer a guest post examining customer experience from a digital marketing perspective. This post was penned by Maya Nix, Marketing Content Producer for ClickTale. A recent Gartner survey found that 89% of companies plan to compete primarily on the basis of customer experience (CX) by 2016. With 2016 budgets and marketing plan deadlines around the corner, many digital marketing professionals are finding themselves scrambling to understand more about CX and how they can use it to rise a

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TALKING is easy. STARTING is harder…. but SUSTAINING is the hardest Customer Experience challenge of all!

ijgolding

'Do you work for an organisation that aspires to ‘put the customer first’? Have you listened to senior leaders in your business talk about the importance of ‘being customer centric?’ Does your company have a ‘value’, or ‘vision’ or ‘mission’ that makes reference to ‘focusing on the customer’?