Sat.Nov 29, 2014 - Fri.Dec 05, 2014

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Are you Inside-Out or Outside-In? Designing a Customer-Focused Process

Beyond Philosophy

'An organization’s process tells me a great deal about how Customer-centric they are. Is the process designed for the good of the Customer or was it designed for the good of the company? In my experience, the latter is more likely than the former, leaving most organizations with a process lacking a customer focus. The Naive to Natural assessment looks at nine areas of a company to determine how Customer centric the organization is with their Customer Experience.

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Key Benefits of Speech Analytics for Postsecondary Education (CallMiner Examples)

Callminer

Enrollment at for-profit institutions makes up 12% of all postsecondary students. Here’s how speech analytics can help your call center drive compliance and accuracy.

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Trending Sources

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Do your customers get what they pay for?

Joe Rawlinson

'Your customers give you money in exchange for the value your product or service provides. Are you sure they are getting that value? Failure to get the value from your offering isn’t necessarily a failure on the customer’s part. It is your failure. Several months ago, we ordered a pre-paid service for our home. We got busy and never called the vendor to schedule an appointment.

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How Technology Contributes to Customer Experience

Win the Customer

'By being proactive, a company can dazzle its customers with great service. The biggest payoffs often come from providing information and setting expectations. Customer experience is a top priority for 86 percent of executives, according to Gartner’s “Amplifying the Enterprise: The CIO Agenda” report. Technology can enhance many aspects of customer experience, but most companies […].

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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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Slow Death of the Black Friday Tradition?

Beyond Philosophy

'Social media feeds across the USA are sporting this meme. With a cry for solidarity from consumers across the U.S. to boycott Black Thursday, retailers have to make a choice whether to embrace or buck the trend of “Black Thursday.” I wonder, has Black Thursday officially replaced Black Friday? Are we witness to the slow death of a holiday tradition?

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How to Master The Art of Storytelling Like Pura Vida

customer sure

Ever connected with a company you’re a customer of because of what they do? Who they do it for? Why they do it? It’s rare. Which is why it leaves a lasting impression when it happens. I’m so thrilled that our new blogging direction provides the fantastic opportunity to speak with some incredibly successful, young e-commerce companies.

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Customer Service Is The New Sales

Win the Customer

'It costs your business much less to keep an existing customer happy than to find a new customer. Part of your “sales process” needs to be following up with your existing customers and communicating with them and listening to them regularly to make sure they are satisfied with your product or service. Here are a […].

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Customer experience does not apply to us – ‘we’re different’! Is it possible to be a genuinely ‘customer centric’ law firm?

ijgolding

'Let me set a couple of things straight before I even start this blog post. Whilst the title suggests that I am focussing on one particular industry, the essence of what you are about to read can apply to many industries and professions all over the world. I must also make it clear that I am neither a lawyer nor someone who has extensive knowledge of the legal profession!

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Four Cool Ways to Cement Customer Trust

PeopleMetrics

'"Trust is the glue of life. it''s the foundational principle that holds all relationships.". - Steven Covey. Can You Hear Me? At All? Last week my 14-year-old son''s phone stopped working. This happened two days before my son, Nat, was due to take a trip without us to Boston. I dove right into the omni-channel AT&T customer experience. I pre-ordered a new phone online; received an email informing me the phone was ready to be collected; gathered the requisite documentation.

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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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First or Last Impression - Which One is Lasting?

CX Journey

'Image courtesy of Unsplash Which is most important: the first impression or the last impression? As you think about the customer experience, which impression is most impactful, the first one or the last one? Which one is the lasting impression? Let''s think for a moment about the customer experience lifecycle. If we think at that high level and consider when the customer first becomes aware of your brand/products: Did he hear a good story or a bad story?

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Who's Improving the REAL Experience of Healthcare Customers?

360Connext

The healthcare industry in the United States is very focused on patient experience right now. At least, that’s what they’ll tell you. They tell you this because after being treated for anything from a paper cut to a heart condition, the patient is likely to receive a survey. These survey results become very important to the staff, because it often impacts the way they get paid.

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Feature Spotlight: Rules to Succeed By

Amity

Happy Friday! Did you miss us last week? We were just too full of turkey and stuffing to do our feature spotlight and we thought you might be too full to read it! We hope you all had an awesome Thanksgiving if you were celebrating it. This week’s feature spotlight focuses on Rules. Rules are a set of actions that triggered when an event occurs and/or Insights are calculated.

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Three Reasons to Keep on Top of Telephone System Devices

TASKE Technology

Keeping tabs on the activity and performance of your call center, whether through real-time monitoring or historical reporting, means you can respond in a timely manner to changing conditions and identify issues that need correction early. There’s one caveat to keep in mind. All your diligence provides little value if the data you’re using is inaccurate.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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Is Self-Service Good for Your Business?

CX Journey

'Image courtesy of Unsplash Does self-service reduce or increase effort? Not just for customers but also for your business? I wrote about technology and the customer experience a couple times last year; after all, that''s what self-service is all about: technology. ATMs, online flight check-in, self-checkout grocery lanes, IVRs, online FAQs and knowledgebases, and more.

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What Really Makes Employees Satisfied and Engaged?

ForeSee

'Every year, we see headlines touting the results of the latest studies on the American workplace and the mindset of the American worker. And every year, we hear the same thing: average American employees are not satisfied, and it’s primarily because of their bosses. But is there more to it than that? That’s what the Answers American Employee Study set out to determine.

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The 5 Telltale Signs you are in a Customer Maturity Phase (or Why You Really Do Need Customer Success)

Amity

In the early stages of your SaaS business, the focus is rightly on building the product, developing the market, forming new partnerships, securing early adopters and converting trials into customers. All the energy, and then some, is placed in accomplishing these primary goals. But often, a business transitions from the new customer acquisition phase to the revenue (MRR) protection and revenue growth phase without realizing it.

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Three Reasons to Keep on Top of Telephone System Devices

TASKE Technology

Keeping tabs on the activity and performance of your call center, whether through real-time monitoring or historical reporting, means you can respond in a timely manner to changing conditions and identify issues that need correction early. There’s one caveat to keep in mind. All your diligence provides little value if the data you’re using is inaccurate.

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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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Why casinos are looking beyond video surveillance

Customer Interactions

'Casinos are expanding their purview of security beyond video surveillance into more advanced technologies and systems, such as PSIM (Physical Security Information Management), video analytics, and mobile apps. Here’s a look at some of the new technologies that are piquing their interest: PSIM is moving away from focusing on pure integration and toward operational workflows, processes and procedures which can be automated to make operators lives easier, and business more cost efficient.

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How Many Customer Service Interactions Go Wrong?

Brad Cleveland Blog

According to a Nuance commissioned survey of 1,000 American consumers, a quarter (26 percent) of customer service interactions are a negative experience. Among Generation X consumers—those born between 1965 to 1980—this number rises to more than one-third (36 percent). And over half of those polled have cancelled a service because of a bad customer experience.

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The Official Launch: Customers That Stick 2.0

Customers That Stick

'Welcome to the brand new CTS Service Solutions and Customers That Stick™ website! We’ve been working for some time to create a new vision for our site that would better help you, our readers and clients, engage with us and our content. We want to take this opportunity to take you through some of the new features of the site. We’ve got a lot going on at CTS this month, and you’ll also notice a number of new and exciting projects as you navigate through the new site.

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What JetBlue Teaches Us About Profits, Promises, and People

Beyond Philosophy

'There are plenty of ways to look at the sometimes competing interests of the desire for maximum return on investment and the desire to use a superior customer experience as a point of differentiation for competitive business advantage. On the one hand there is an orientation that an organization should provide the minimum acceptable experience to generate the maximum profit and at the other end of the spectrum an organization should provide the maximum experience an enterprise can afford to bui

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The Open CCaaS Advantage Report

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.

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How Many Customer Service Interactions Go Wrong?

Brad Cleveland Blog

According to a Nuance commissioned survey of 1,000 American consumers, a quarter (26 percent) of customer service interactions are a negative experience. Among Generation X consumers—those born between 1965 to 1980—this number rises to more than one-third (36 percent). And over half of those polled have cancelled a service because of a bad customer experience.

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Developing a Mobile Customer Access Strategy

Brad Cleveland Blog

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Developing a Mobile Customer Access Strategy

Brad Cleveland Blog