Beyond Philosophy
OCTOBER 24, 2014
'The Royal Yacht Britannia is the number one attraction on Trip Advisor in the UK. Chief Executive Bob Downie is someone I have worked with for a number of years. Downie would tell you that it wasn’t his goal to be #1 on Trip Advisor, but instead to be the best experience for their Customers that they could. That being said; he admits they might have done some things differently.
Callminer
OCTOBER 22, 2014
Take a look at 3 reasons why it’s important to see fast results from speech analytics. Read more on CallMiner's blog!
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Customers That Stick
OCTOBER 20, 2014
'In honor of Customer Experience Day , Temkin Group released its “ The State of Customer Experience” infographic. The report is drawn from a number of Temkin’s research reports, including its experience ratings which evaluates more than 268 organizations across 19 industries based on feedback from 10,000 U.S. consumers. A number of the findings are exciting for those working in the CX trenches.
ijgolding
OCTOBER 24, 2014
'October 2014 was not the best day to be a shareholder of two of the world’s retail giants. Tesco continued their unfortunate journey from world domination to public implosion. The company who convinced the UK and beyond that ‘every little helps’ are going to need all the help they can get to fight through their greatest ever crisis. Whilst the plight of Tesco was very visibly reported in the UK, the performance of an even bigger retail juggernaut was less so.
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Beyond Philosophy
OCTOBER 20, 2014
'Toxic employees are people who poison the culture at work. Some of them are outright toxic, vocal in communicating it. There is another group, however, that is far more sinister than these loud mouthed bad apples: The secretly toxic employees. These types are critical to locate and eradicate from your culture to promote a better work environment that can create an excellent Customer Experience.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Customers That Stick
OCTOBER 23, 2014
'I’d like to take a moment to tell Customers That Stick™ readers about the 25 th annual Compete Through Service Symposium ( online brochure ) put on by the Center for Services Leadership at Arizona State University’s W.P. Carey School of Business. The Center for Services Leadership is a leader in customer experience higher education and has one of the few programs at a major university dedicated to customer experience.
ijgolding
OCTOBER 21, 2014
'‘Customer Excellence is here: it’s just not evenly distributed yet’ A fantastic quote that I wish I could claim was mine! Whilst it is not, I can recognise a particularly relevant and accurate quote when I see one. The quote is in fact the very first line of the executive summary of this years Nunwood UK Customer Experience Excellence Report – a report that should be essential reading for any customer experience professional in the UK.
Beyond Philosophy
OCTOBER 20, 2014
'Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is. My second book, “ Revolutionize your Customer Experience ” revealed new research that showed all organizations are on a journey from being Naive to Natural’ in the way they focus on the Customer.
Amity
OCTOBER 21, 2014
As managers, we all understand the importance of establishing career progression paths for employees. The outcomes of higher employee retention rates and employee satisfaction also result in clear expectations of what it takes for an employee to be successful in their position. Below I have outlined 5 key steps I believe will be helpful as you develop a career progression path for your customer success organization.
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.
ForeSee
OCTOBER 21, 2014
'Today, B2B and B2C consumers share significant similarities. They are sophisticated, omni-channel and have a strong set of expectations from the companies with which they do business with. Their ultimate impression. The post What B2B Companies Can Learn from the B2C Customer Experience appeared first on ForeSee.
CX Journey
OCTOBER 23, 2014
'I originally wrote today''s post for Intradiem. It appeared on their blog on June 19, 2014. What is the customer experience inflection point? There comes a time in every company''s history, present time, or future when it must change or adapt - or die. That''s a pretty melodramatic statement, isn''t it? Maybe. But perhaps it''s also an eye-opener for some companies.
Beyond Philosophy
OCTOBER 21, 2014
'Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is. My second book, “ Revolutionize your Customer Experience ” revealed new research that showed all organizations are on a journey from being Naive to Natural’ in the way they focus on the Customer.
PeopleMetrics
OCTOBER 22, 2014
'A few weeks ago, my brother-in-law asked for some advice about purchasing his first suit. So I made him buy me lunch. We talked about his budget, his tastes, his options. Then we walked ar ound the mall, where I told him what I know about lapels and armholes and other such things. Then I made him buy me beer. Eventually, he demanded I stop wasting his money, so I found him a suit online.
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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.
Amity
OCTOBER 21, 2014
Interested in the feeling the life of a startup? Or if that’s a bit too adventurous you can just stop by and learn more about Amity. On October 30th Amity, along with the other cool startup tenants at OneEleven , are opening their doors to participate in Startup Open House. The Startup Open House is back for the second year and promises those who visit will experience a “bustling startup ecosystem” The event, which is 100% community focused and 100% free, is taking place simul
Beyond Philosophy
OCTOBER 24, 2014
'The Royal Yacht Britannia is the number one attraction on Trip Advisor in the UK. Chief Executive Bob Downie is someone I have worked with for a number of years. Downie would tell you that it wasn’t his goal to be #1 on Trip Advisor, but instead to be the best experience for their Customers that they could. That being said; he admits they might have done some things differently.
CX Journey
OCTOBER 21, 2014
'Image courtesy of Todd Quakenbush/Unsplash What tools can you use to facilitate employee buy-in for your customer experience improvement efforts? A couple weeks ago, I hosted a webinar with ZenDesk on the seven steps to customer experience heaven. A question posed by one of the audience members was about what tools are available to facilitate employee buy-in for your customer experience initiative.
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!
Customer Interactions
OCTOBER 23, 2014
'Mobile video is an essential tool for investigating incidents on buses -- accidents, falls, ADA complaints, bad behavior, and even crime. Like most transit operators, Denver Regional Transportation District (RTD), which operates close to 1,000 buses serving an average of 330,000 passengers a day, relies on mobile video surveillance daily. But reliability issues had plagued RTD’s old analog video system.
Beyond Philosophy
OCTOBER 21, 2014
'Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is. My second book, “ Revolutionize your Customer Experience ” revealed new research that showed all organizations are on a journey from being Naive to Natural’ in the way they focus on the Customer.
PeopleMetrics
OCTOBER 24, 2014
'“I tidied my room. Can I watch My Little Ponies now?”. This has been a familiar refrain in our household from our 6-year-old daughter, Josie, who understands that screen time is a reward for her weekly bedroom clean-up. . “Make your room neat, Josie, and 30 minutes with Pinky Pie and Shutterfly is yours.”. It seemed to be working great. Until last week.
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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