Beyond Philosophy
FEBRUARY 2, 2015
'Music has a unique effect on our brain, especially concerning memory. Apple brilliantly capitalizes on all of them in its holiday ad. When it comes to branding there might be no better way than using music to help a Customer remember your brand promise. Here is the ad, in case you missed it: Part of the reason these studies showed the link is because music activates many centers across the brain, including the emotional ones.
Customers That Stick
FEBRUARY 5, 2015
'Creating great customer experiences and delivering great customer service almost always boils down to one thing: being able to understand the experience of customers — to walk a mile in their shoes and to build a better shoe or create a better walking path with that knowledge. It begins by understanding what your customers are going through, especially when the experience is not a positive one.
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Joe Rawlinson
FEBRUARY 4, 2015
'What is your company’s primary focus? Before you respond with an automatic “why, the customer, of course,” stop and formulate a completely honest reply. Many businesses sincerely believe that they are customer-centric–focussed on the customers they serve–when, in fact, they aren’t at all. Once you fully understand what a customer-centric company looks like, you will be better equipped to formulate a truthful answer.
Win the Customer
FEBRUARY 4, 2015
'The most unexpected finding when evaluating Disney’s “magic” recipe for customer experience is the focus on process—the drive and ability to optimize the mundane. One the most surprising facts about the Disney customer experience may just well be the 70% return rate of first time Disney visitors. When you consider the great lengths that individuals and families […].
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Beyond Philosophy
FEBRUARY 5, 2015
'Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. These are almost guaranteed not to be memorable, not to be talked about (unless neutrally or negatively), and not creating outside-in advocacy and value creation. Some, through culture, discipline, and purpose have succeeded in creating consistent, positive experiences which are appealing to customers and which customers consider worthy of passing along through informal conversation and recommendatio
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Contact Center Pipeline
FEBRUARY 6, 2015
“Flying by the seat of your pants” is an expression coined by World War II fliers. It was used to describe flying when instruments were not working or when weather interfered with visibility. This expression also applies to a particular “management style” engaged in by many contact center leaders. However, let’s not limit this style […].
Win the Customer
FEBRUARY 2, 2015
'The right software can streamline key processes and improve satisfaction. But implementation is the key to impact for your customers and those who serve them. Virtually all companies say that customer satisfaction is their top priority. But the true depth of their commitment can often be measured by how broadly the organization shares responsibility for […].
Beyond Philosophy
FEBRUARY 3, 2015
'Decisions, decisions…we make them all the time about all kinds of things, and many times without even thinking about it. Sometimes, however, decisions take a lot of thinking, after which we may have our doubts about whether we made the right one. Helping your Customers make a decision is an important element in your Customer Experience design. The Consequence of Choice.
PeopleMetrics
FEBRUARY 4, 2015
'We’ve written about why we think customer experience is the future of branding , and we’ve given you tips for transforming your workplace into one with a customer-centric culture. But let’s back up a bit and talk about your relationship with customer feedback. Because if you want to fix your customer experience, you two should be close. Real close.
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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
Contact Center Pipeline
FEBRUARY 5, 2015
Training can be one of the biggest costs in any contact center. If you take several hundred (or thousand) agents and multiple that by the number of new things they need to learn each year, you quickly have a six- to seven-figure training budget. Every product launch, system change or process improvement requires some form […].
Win the Customer
FEBRUARY 3, 2015
'If you can’t measure it, you can’t manage it. This is especially critical in managing customer experience in the contact center. This is especially true in the fast-paced contact center environment when mistakes can have far-reaching effects before they are even discovered, and customer service quality can be negatively affected by one bad transaction.
ijgolding
FEBRUARY 3, 2015
'We are living in a world where consumer expectation is changing as rapidly as ever before. New technology is enabling people to do what they want, when they want to do it, wherever they happen to be. We crave speed, simplicity and consistency in our interactions. All around the world, this change in consumer expectation […].
Andrew Mcfarland
FEBRUARY 3, 2015
'Being flexible with customers is sometimes the difference between winning and losing, between success and failure. This past fall I combined two Texas pastimes. On the way to a Friday Night Football game I stopped at Smokey Mo’s Bar-B-Q. I visited this restaurant as a first time customer because a high school fundraiser for [.].
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.
Contact Center Pipeline
FEBRUARY 4, 2015
If you feel like your WFM system just doesn’t give you the right net staffing, here is the approach I take to fixing it. (Note: The names and exactly how you find them will vary, but hopefully the concepts work.) First, you have to determine what is wrong. Are your requirements too high, your on-phone […].
PeopleMetrics
FEBRUARY 6, 2015
'You''ve got your Voice of the Customer program in place. Your Client or Customer Advisory Board is humming along. You have built a discipline around customer journey mapping. You have the attention and support of leadership for customer experience improvement. So why have your Net Promoter Scores started to plateau? The answer is likely right in front of you.
Kristina Evey
FEBRUARY 6, 2015
'Patient Satisfaction Starts with the Heart. Customer service and being nice can make or break a first impression, especially in a medical office. My family recently changed insurance companies due to the recent health care changes. We were heartbroken that this also meant we had to change our physicians we’d been with for the past 10 years.(To be accurate, we could have stayed with them, but it would have cost us an additional $300 per month.).
Joe Rawlinson
FEBRUARY 4, 2015
What is your company’s primary focus? Before you respond with an automatic “why, the customer, of course,” stop and formulate a completely honest reply. Many businesses sincerely believe that they are customer-centric–focussed on the customers they serve–when, in fact, they aren’t at all. Once you fully understand what a customer-centric company looks like, you will be better equipped to formulate a truthful answer.
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!
Contact Center Pipeline
FEBRUARY 3, 2015
While sitting on the panel during a town hall meeting of contact center leaders, I was asked by Mary, one of the attendees, “I need to improve the empathy skills of my agents. Where can I get training for that?” Being a person who loves to help others and hates to give partially correct information, […].
CX Journey
FEBRUARY 5, 2015
'Image courtesy of Axim2013 Today I''m pleased to share a guest post by Robi Ganguly , CEO of Apptentive. We’re one month into 2015, and it’s already apparent that Customer Experience is on everyone’s agenda - or at least on those of the 95% of retailers surveyed by Boston Retail Partners ,who identified customer experience as a top-three priority in the new year.
ForeSee
FEBRUARY 5, 2015
'Delivering a great omnichannel experience--one that transcends individual touch points and consistently delights your customers--is no easy task. But it becomes much easier when your customer experience data provides actionable insights to help you drive meaningful change. That’s exactly what our client, Disney, has done--and continues to do--and you’re invited to learn more in our upcoming webinar, “Omnichannel Success: How Disney Offers Guests a Unified Customer Experience” on Thursday, Febru
Beyond Philosophy
FEBRUARY 3, 2015
'Seemingly forever, marketers and researchers have been trying to identify stable and predictable links between what consumers say about product and service experiences, what they mean, i.e. the emotional and unconscious underpinnings about what they really think and believe, and what they do in terms of actual decision-making and actions in the marketplace.
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.
Contact Center Pipeline
FEBRUARY 2, 2015
Despite the critical role that they play in employee satisfaction and retention, frontline supervisors often are not provided with the training on how to drive engagement through coaching. New supervisors tend to approach agent coaching with the notion that the agents who are underperforming can be “fixed,” says Christine Frishholz, managing director of The Cicerone Group, […].
CX Journey
FEBRUARY 3, 2015
'Image courtesy of Touchpoint Dashboard Why is journey mapping important? I kicked off 2015 in a big way. Isn''t that what a new year is all about?! Every year is a new year to get it right - on a personal or professional level and/or on an organizational improvement level, i.e., employee and customer experience. For me, it was about elevating my customer experience thinking and expanding my horizons.
Brad Cleveland Blog
FEBRUARY 2, 2015
Calibration is the process in which variations in the way performance criteria are interpreted from person to person are minimized. It is an essential aspect of understanding and continually improving the quality of service you deliver.
Customer Interactions
FEBRUARY 4, 2015
'Public safety lives on information. For a long time that meant radio communication and coordination among first responders. Then photos and GPS aided understanding of incidents as they unfolded and afterward. Now new initiatives are offering first responders a vastly more comprehensive view of any situation. The FirstNet initiative, for example, aims to bring high-speed, wireless broadband communications to first responders across the United States, ensuring they have a system independent of pu
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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.
Brad Cleveland Blog
FEBRUARY 2, 2015
Calibration is the process in which variations in the way performance criteria are interpreted from person to person are minimized. It is an essential aspect of understanding and continually improving the quality of service you deliver.
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