Beyond Philosophy

NOVEMBER 6, 2014

'Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy. All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural.

Customer centricity 409

Customer centricity Customer emotions Employee engagement Customer retention 409

Customers That Stick

NOVEMBER 3, 2014

'“First, do the customer no harm.”. The Hero-Class TM Oath. One of the interesting things about writing a book are the things you leave out. I am wrapping up the final edits on my upcoming customer service book with the publisher this week, and one of the few areas I made last minute changes to were on the topic of delight, amazement, and Hero-Class TM customer service.

Customer effort 161

Customer effort Customer Service Customer Experience 161

Joe Rawlinson

NOVEMBER 4, 2014

'My son recently ordered a game from Amazon. He was so excited to get this game that he paid extra money for next day delivery. Imagine how excited he was to go to bed knowing that the next day his cherished game would arrive. Think back in your experiences. You’ve anxiously awaited a special delivery too. We checked the tracking information on my son’s order to see its status.

Customer Service 123

Customer Service 123

HGS

NOVEMBER 6, 2014

I'm a Bad Customer and Here's Why. Posted by Ayo Dahunsi. A couple of weeks ago, HGS USA celebrated Customer Service Week, and I had the opportunity to spend some time with the HGS team in Peoria. I really enjoyed my visit, especially listening to the calls with the customers. I experienced some proud HGS moments that made me smile: “This guy makes me want to spend more money” said Customer A, and, “My good fortune keeps coming in” said Customer B.

Feedback 100

Feedback Customer Care Customer Experience Management 100

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Beyond Philosophy

NOVEMBER 4, 2014

'Retailers have been at the forefront for understanding how to use the human brain and emotions to maximize profits from their Customers. So what can the rest of businesses learn from them? Here are four lessons everyone can learn from a Grocery Store: 1. How it smells affects how it sells. Using smells in your Customer Experience is olfactory marketing, and it works.

Customer Experience 370

Customer Experience Real estate Customer emotions Customer centricity 370

ijgolding

NOVEMBER 4, 2014

'At the weekend I was honoured to witness the wedding of a very dear friend of mine. It was a quite wonderful occasion from beginning to end. Those of us who have had the pleasure of attending a wedding (whether it be our own, or of others) have all seen the traditional exchange of wedding rings. It was not until Saturday that I considered how the wedding ring can act as the analogy between the coming together of two people in marriage and the coming together of a customer and business.

Customer Experience 84

Customer Experience Customer retention Customer centricity Feedback 84

PeopleMetrics

NOVEMBER 6, 2014

'Customer data leaving you frustrated? We often find ourselves with lots of numbers representing our customers’ feedback, but few actionable insights to create the ultimate customer experience. Knowing where to look to find these insights and how to communicate findings in a clear way will not only gain support internally, but will also place the customer at the center of your company’s culture.

Customer Experience 80

Customer Experience Feedback Surveys Customer centricity 80

Beyond Philosophy

NOVEMBER 4, 2014

'Has it happened to you that you went to the supermarket thinking you’ll be in and out quickly and spend half an hour choosing a wine? Or that you buy a dress, shirt, shoes and only an hour later you already feel sorry about that? This latter one is called “Buyer’s remorse”. That post-purchase anxiety about a decision is a common affliction for Customers.

Customer emotions 283

Customer emotions Customer centricity Consulting Consulting 283

CX Journey

NOVEMBER 4, 2014

'Do customers really care about brands? A couple weeks ago, SDL shared a post of theirs that included 25 facts about customer experience, including a variation of this one: Most people worldwide would not care if more than 73% of brands disappeared tomorrow. -Source: Havas Media The question I ask is, "Why?" Is this even a thing? Should we be worried about people not caring if brands disappeared from their lives?

Advertising 82

Advertising Customer Care Customer Experience Marketing 82

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Surveys

Amity

NOVEMBER 7, 2014

Happy Friday! This week’s feature spotlight focuses on Notifications. As an administrator you can customize everything in Amity to align you customer success processes with your corporate priorities. It’s important that alerts and notifications are built into your process so that your customer success team is provided with the necessary know-how to reach the desired outcomes for the customer and your business.

Accountability 48

Accountability SaaS 48

PeopleMetrics

NOVEMBER 4, 2014

'Scholars argue that the demand for beer brought forth the first farming techniques and, later, the first refrigeration systems. Over time, brewers found ways to streamline processes, make their beers consistent, and drive demand for their products. But today, in response to what has become a big-name brewer marketplace, a new, highly-profitable niche is springing up: The world’s beer buffs are homebrewing, creating new contenders in the fight for customer love.

Customer centricity 54

Customer centricity B2C Education Metrics 54

Beyond Philosophy

NOVEMBER 3, 2014

'Same Day Home Delivery is the latest trend in mega online retailers to improve their reach to Customers. Often seen as a drawback for online retailers, delivery times are a critical marketing area of opportunity for companies whose business model shuns the brick and mortar business model. Expanding their offering to include same-day home delivery is a great challenge but could be extremely lucrative if they get it right as they have done in the UK.

Marketing 221

Marketing Transportation Customer emotions Customer centricity 221

CX Journey

NOVEMBER 6, 2014

'High on Iztaccihuatl, after a successful summit bid Today I''m pleased to present another guest post by Sarah Simon. This post marks another installment in Sarah''s series on lessons from the high country. What the Mountain Teaches Eyeing an aggressive objective that might be slightly out of reach, mountaineers are faced with a choice: do we hire a guide or go it alone?

Consulting 68

Consulting Consulting Chief Customer Officer Journey mapping 68

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

ForeSee

NOVEMBER 6, 2014

'Today’s release of the ForeSee E-Government Satisfaction Index (Q3 2014) marks the 44th consecutive quarter ForeSee has been reporting on citizen satisfaction with government websites. Each quarter, the Index reports citizen satisfaction with federal government department, agency and program websites-and in Q4 of 2013, we expanded the Index to highlight mobile scores.

Government 40

Government Customer Experience Benchmark 40

PeopleMetrics

NOVEMBER 3, 2014

'In today’s world, where the average person actively uses their mobile device 3.3 hours a day, it is crucial to keep pace with how your customers are communicating. In a previous post, we discussed how device-ready customer feedback surveys can benefit your customer experience. Now we’ll go into the finer details of how to construct a flexible survey.

Construction 54

Construction Feedback Surveys Customer Experience 54

Beyond Philosophy

NOVEMBER 2, 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.

Construction 188

Construction Morale Customer Experience Management 188

Customer Interactions

NOVEMBER 6, 2014

'Analytics - video, voice, biometrics - have matured over the years, from the Sci-Fi phase where everyone''s expectations were unrealistic, to more practical, and now it seems, back to the future again. As public safety and security operations prepare for an onslaught of Big Data, analytics are taking center stage. I was delighted to have the opportunity to speak on this very topic at the Secured Cities conference in Baltimore this week.

Analytics 29

Analytics Government Big data Education 29

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!

Feedback

Brad Cleveland Blog

NOVEMBER 5, 2014

Quality management 20

Quality management Contact Center Call Center Management 20

customer sure

NOVEMBER 4, 2014

Takeaway: Innovative Apple accessory vendor, StudioProper, believes you should add opportunities to ‘meet’ customers, be it by email, phone or otherwise. Customers relish in the opportunity to talk directly with you, something that is so rarely available to them and is an instant differentiator. Reading time: 10 minutes. How specific are your customers’ requirements?

Benchmark 97

Benchmark Feedback outsourcing Management 97

Brad Cleveland Blog

NOVEMBER 5, 2014

Quality management 20

Quality management Contact Center Call Center Management 20