Beyond Philosophy
JANUARY 12, 2015
'There are many philosophies out there. The thing about philosophy is that it doesn’t always have much real-world application behind it. Anyone can claim a philosophy but can they make it work in the real world? I dedicate my career to helping organizations take their current Customer Experience to the next level, or Beyond the Philosophy of it and into the “real world.”.
Customers That Stick
JANUARY 12, 2015
'Today we are releasing our new guide to customer service and customer experience higher education programs. The Customers That Stick TM Guide to Customer Service Certificate and Degree Programs is designed to help shine a light on the growing importance of our field and to help generate interest in those higher learning institutions that are at the forefront of customer service and customer experience education.
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Win the Customer
JANUARY 13, 2015
'One of the most important parts of selling to new customers or keeping existing customers is to build trust and build customer relationships. If you’ve got a strong customer relationship, you can sell at higher prices and get bigger sales opportunities than if you don’t have such a deep relationship. If your customer experience is […].
PeopleMetrics
JANUARY 12, 2015
'Every blank page in our shiny new calendars promises untapped opportunity, achievement, results, CX awesomeness. We have 12 months to kick butt with our customer-centric goals. To become NPS Olympians. To gear up, plan our journey, and climb to the summit. Sure, we CX professionals are a hopeful bunch. But, as they say, hope is not a strategy. So, we thought we would share our practical guide to reaching our goals.
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Beyond Philosophy
JANUARY 16, 2015
'The end of 2014 was really busy. My wife just had a fairly serious surgery (she’s doing great, but recovery takes time), and I am launching a eBook. So of course it should be evident this was the ideal time to redesign the user interface on my company’s website ! If you have ever suffered through this process, then you know that having this many balls in the air and taking on a website redesign is bordering on mad.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Win the Customer
JANUARY 16, 2015
'Social media has changed the way that businesses interact with their customers and few customers today really trust ads. In the modern age of sales and marketing, turning a profit isn’t always as easy as posting an advertisement. You don’t have to take my word for it, as recent estimates show that 144 million people worldwide […].
PeopleMetrics
JANUARY 14, 2015
'In the romantic view of creativity, the artist waits. Then in a flash of inspiration, the artist suddenly receives a fully formed idea. All the artist has to do is bring it to life. In a more realistic view, as regular artists and creative types can tell you, you have to get to work to be productive. Creating a body of work is not about waiting for a lighting strike.
Beyond Philosophy
JANUARY 12, 2015
'Over the past thirty years, most customer-related research has focused almost entirely on the cognitive, rational, and functional elements of decision-making. Why? Well, researchers are logical, and the cognitive and rational certainly looks logical – – and emotions, or emotional context, is challenging to measure. For years, especially in qualitative research, professionals endeavored to get at “feelings” involved when making a brand choice and/or a purchase decision; but that di
Customers That Stick
JANUARY 15, 2015
'We introduced our Faces of Customer Experience series in April 2014, and we’ve had the privilege of meeting and sharing the stories of a number of wonderful customer-facing professionals. Their histories and influences, such as mentors, Italian restaurants and books have something to teach us all. So let us reintroduce you to our Faces from 2014.
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.
ijgolding
JANUARY 14, 2015
'This is not the first time I have written about John Lewis. A British retailer recognised by many as the epitome of a people (customers and employees) focused brand, their challenge for a long time has been to maintain their position as a Customer Experience leader for others to look up to and admire. Founded in 1864, the perception of John Lewis as a brand you can trust has been built over many years of hard work – hard work in adapting to the world around it and the ever changing needs
ForeSee
JANUARY 15, 2015
'The evolution of customer and employee expectations is impacting business results for all retailers in a big way. We recently presented new research that quantitatively validates the causal relationship between retail store employee engagement and customer satisfaction--and how that relationship drives business results. The post Retail’s Future: Where Customer Experience and Employee Engagement Converge appeared first on ForeSee.
Andrew Mcfarland
JANUARY 13, 2015
'I started doing this last year as a way to help users find content that was most viewed (as a proxy for “most valuable”). So with thanks to the many, many people who have promoted this content, here’s the Top 10 list of 2014. Sadly, the #1 post [.].
Kristina Evey
JANUARY 13, 2015
'Resolutions Don’t Work… HABITS Do. . First off, I hope all of you had a wonderful holiday season and are looking forward to the promises and opportunities of 2015. . Many of you likely fell into the nostalgic traditions of setting New Year’s Resolutions with big plans and the best of intentions. And… like the MAJORITY of folks, most (if not all) of those resolutions have already fallen by the wayside.
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PeopleMetrics
JANUARY 12, 2015
'In 2015, we’re improving the look and feel of our Voice of the Customer platform. The upcoming update is based on user feedback, and it’s a major step forward in our ongoing development to improve our user experience (UX). In this blog post, we’ll cover two key areas: the Dashboard and Real-Time Reports. Each will see UX changes when the new update launches the week of January 12th.
CX Journey
JANUARY 16, 2015
'Image courtesy of Carli Jean Are you delivering a great customer experience - or are you just relying on advertising to create awareness and sell your products? On the eve (sorta) of the biggest day of the year for the advertising industry (OK, for commercials. we love to watch the Super Bowl commercials), I thought I''d share some thoughts on the common disconnect between advertising and the customer experience.
Beyond Philosophy
JANUARY 14, 2015
'“You’ll Have To Call Customer Service”. As a customer, hearing this is, at minimum, a letdown. As a customer experience consultant, hearing this represents an experience failure. Organizations may try to whitewash it away by describing it as “something we’re working on” or “a service irregularity” or “service exception,” but it is simply, a fail.
Brad Cleveland Blog
JANUARY 16, 2015
Consider a few examples that illustrate the interrelated nature of contact center performance measures: Cost per contact going down may actually be a bad sign. Viewed alone, a dropping cost per contact would seem like a positive indication.
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!
ClearAction
JANUARY 14, 2015
State of Business-to-Business Customer Experience Management. How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? After all, B2B account teams are usually quite involved with clients throughout a long sales cycle, interacting with various influencers of the buying decision and almost "living" the customer journey alongside their clients.
CX Journey
JANUARY 13, 2015
'Image courtesy of mattlogelin I originally wrote today''s post for Confirmit in August 2014. There is an old saying: "You can''t really understand another person''s experience until you''ve walked a mile in his shoes.” This statement is really the foundation for designing a great customer experience! There is no customer-driven transformation (and it must be customer-driven) without really understanding your customers and what they go through when interacting with your organization.
Customer Interactions
JANUARY 14, 2015
'Cities, ports, transit systems, airports, and other infrastructure have some of the most complex security challenges today. From maintaining critical commercial services for the private sector to the government requirements that shape their operations, these entities must carefully balance safety with efficiency. Especially as the volume of information from both the physical and digital worlds continues to expand, decision-makers continue to look for new ways to digest that information and resp
Brad Cleveland Blog
JANUARY 16, 2015
Consider a few examples that illustrate the interrelated nature of contact center performance measures: Cost per contact going down may actually be a bad sign. Viewed alone, a dropping cost per contact would seem like a positive indication.
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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