Beyond Philosophy
JUNE 12, 2015
With all the focus on Customer Experience over the years, and the increasing resource that organizations have put into improving the Customer Experience, what have been the results? Trend #1: Is it really getting that much better? The American Customer Satisfaction Index (ACSI) uses an overall U.S. Customer satisfaction score as an indicator of the health of the economy.
Contact Center Pipeline
JUNE 8, 2015
Managing expenses in a contact center is tricky business. We have to remember that the transactions we handle are done in a partnership with our customers, so the changes we make directly impact the customer experience. Yes, there are opportunities to trim costs while also improving contact satisfaction—implementing better self-service options is a great example. […].
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Win the Customer
JUNE 8, 2015
The call center is evolving. To compete, companies invest in better call center experiences, the right service processes, and system optimization tools. Did you know that almost one in every 25 jobs in the US is within the contact center industry? Pretty thought provoking, huh? But just what does the future hold for the people, […].
ijgolding
JUNE 9, 2015
If you have followed my writing for a while, you will be very much aware that I am very proud and passionate Customer Experience Professional (CXP). One of a growing number of ‘specialists’ in the newly recognised professional field, this group of skilled, experienced practitioners is growing in number on a weekly basis. Over the years I have had the pleasure of meeting and working with a large number of CXPs.
Advertisement
Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Beyond Philosophy
JUNE 11, 2015
Without fear of (much) argument, it’s a fair statement that all companies want, and try to generate and achieve, optimum loyalty from their customer base. They should want this because study after study shows the financial rewards of having loyal customers. Some companies reach this goal through superior value delivery, built on quality products and services and positive, consistent customer experiences.
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
JUNE 10, 2015
Customer service is the backbone of most businesses, and while we can spend hours pouring over how to deal with difficult customers and how to win mainstream fandom of others; we often don’t take into account a huge factor of “service with a smile–” ourselves. While the strongest trees in the forest are those who […].
PeopleMetrics
JUNE 12, 2015
In customer experience management, we use transactional surveys to guide actions for customer centricity. So for example, after you stay at a hotel, you might take a survey about your stay. If you note that the mattress was “lumpy,” and the man at the front desk “dumpy,” then the hotel can take appropriate actions to address your rhyming complaints.
Beyond Philosophy
JUNE 11, 2015
Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. …just how jaded and seeking for social interaction have customers become, in their relationships with vendors and their loyalty and engagement programs, that experiences need to always be fun and inclusive? Several years ago, one executive of a game design firm defined gamification as “a loyalty program on steroids, functional software that looks and plays like a game and a real world activity with feedback an
Andrew Mcfarland
JUNE 9, 2015
Many companies want to improve customer loyalty but they ask the wrong questions. Instead of seeking ways to improve customer loyalty, start by improving company loyalty. Consider these 3 questions: Should we be loyal to all customers? – Trying to be everything to everyone and satisfying no one is a common recipe for failure. Businesses, [.].
Advertisement
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
ClearAction
JUNE 8, 2015
Creating World-Class Customer Experience Teams. In sports, a great deal of thought goes into creating winning teams. Choosing the right players, getting everyone on the same page, practicing hand-offs and executing a clever playbook are how winning sports teams are created. In a recent #CXO tweet chat these same success factors were discussed as they apply to customer experience teams.
Natalie Petouhof
JUNE 7, 2015
Tweet We just finished some new research that shows the correlation to customer experience and commerce / revenue. Below are some of the highlights of the research and a link to a snapshot of the paper is here. The Four Factors that Drive Superior Customer Experience Engagement. 1. Know who the most profitable customers are online. Stat: Only 52 percent of U.S. and 53 percent of U.K. brands were very effective in knowing who their most profitable customers are.
Provide Support
JUNE 8, 2015
3 Things most overlooked in chat support. If you have clicked through to this post, most likely you are already offering chat support to your clients from your website. Many of us, online companies, are trying to extract better value from different online tools which we are using for business. Chat support tool is no exception. You are probably wondering if you are handling your chat support in the most effective way.
ForeSee
JUNE 9, 2015
ForeSee helps people focus on the customer experience. It allows you to understand what your prospects and customers think about your website. The reason I enjoy their annual client Summit so much is a majority of the content is focused on clients sharing their stories about how they've used voice of the customer analytics to help them make decisions.
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.
LiveChat
JUNE 8, 2015
So it happened. A customer fell in love with your product, you made a deal, signed a contract, and now you both hope for many years together. But along the way, it’s easy for a customer to be amazed by the competition and try their service. For you, it means that once somebody buys a product, that’s when your hard work begins. Falling in love is the easiest part of any relationship.
Natalie Petouhof
JUNE 9, 2015
Tweet In this new report we look at some of the key concepts for defining the elements required for superb experience management in the digital business disruption era. Clients can use document as a source for planning and work closely with both the business and technical teams to ensure success to deliver on the brand’s promise. It is especially important as the shift to digital marketing and commerce as well as mobile interactions brings a massive transformation to how brands and organizations
Method:CRM
JUNE 10, 2015
Are you an accountant working with nonprofits who needs help getting their accounting practices whipped into shape? If your eyes just widened and you thought, “Yes!” you’ll want to attend our June 17th webinar. Method:Donor – Donor Management Software for Nonprofits Using QuickBooks , hosted by Gregg Bossen. Gregg, a CPA with a long history of working with nonprofits, will introduce you to our newly-launched donor management app, Method:Donor!
CX Journey
JUNE 12, 2015
Image courtesy of umjanedoan Every customer has a backstory. Do you listen for it? Let's start with defining the term first, as I often do. What is a backstory ? Dictionary.com says that it's: a narrative providing a history or background context , while TheFreeDictionary.com states that it's the experiences of a character or the circumstances of an event that occur before the action or narrative.; the set of background conditions and events leading to a real-life situation; a prequel.
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!
Service Agility
JUNE 12, 2015
Every contact is different, and like most customers my needs change based on many different factors. But being somewhat impatient, I almost always give high value to any transaction that can be done quickly (assuming, of course, it is also accurate and complete). And because I value speed so much, my favorite contact center is the New China Wok restaurant in the town where I live.
Natalie Petouhof
JUNE 12, 2015
Tweet Social Customer Care has become an expectation amongst consumers. Telling your community that you’re accessible on social channels delivers a strong message. Your community and supporters are online, and it is fundamentally changing how and where constituents look for support, and how they engage with you today. For organizations of any size, listening to constituents online doesn’t only present the opportunity to uncover and address complaints and issues, but the opportunity t
CSM Magazine
JUNE 12, 2015
Based on rigorous testing of CRM software applications from around the world, ISM has announced the winners of the 2015/16 Top 15 CRM Software Awards. Each software application is rated according to 179 selection criteria. With no ownership in, or by a vendor, ISM’s software analysis is unbiased. The Top 15 Award winners, in alphabetical order, are: ISM Top 15 CRM Enterprise Winners.
Brad Cleveland Blog
JUNE 11, 2015
Here’s a great quote to discuss at your next team meeting: “It’s easy to accept the easy customer. But as Morantz [Craig Morantz] aptly points out, you will always deal with angry, bitter, frightened and emotional customers. Acceptance is not judging them, it’s embracing where they are at and focusing on the challenge or opportunity.
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.
Beyond Philosophy
JUNE 9, 2015
Ryanair announced this week that they had 66% ($948m) increase in full-year profits. Michael O’Leary credits Ryanair’s Always Getting Better (AGB) Customer experience program as a catalyst for these results. My reaction in a word: Rubbish! Other improved stats for Ryanair attributed to the AGB program include: Passenger traffic increased 11% (90.6m).
Natalie Petouhof
JUNE 12, 2015
Tweet In our new research on customer e-commerce engagement and driving revenue, we found four steps that are necessary for the creation of a fully engagement customer experience. Here’s a link to the snapshot of the report. And here’s what we found those four steps to be: Step 1. Choose the technology that enables top e-commerce customer engagement.
CX Journey
JUNE 9, 2015
Image courtesy of Unsplash I originally wrote today's blog for LiveNinja; it appeared on their blog on November 24, 2014. The topic is one I've written about before, but it's definitely worthy of repeating. One of the biggest mistakes that I see made by well-meaning folks in an effort to shift organizational thinking toward a greater focus on customers is the inability to distinguish between customer service and customer experience.
Brad Cleveland Blog
JUNE 11, 2015
Here’s a great quote to discuss at your next team meeting: “It’s easy to accept the easy customer. But as Morantz [Craig Morantz] aptly points out, you will always deal with angry, bitter, frightened and emotional customers. Acceptance is not judging them, it’s embracing where they are at and focusing on the challenge or opportunity.
Advertisement
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.
CSM Magazine
JUNE 12, 2015
Don’t we all wish that customers came with a lifetime guarantee? They’d make their first purchase and be irrevocably smitten for life. In that perfect world, customer retention would be at 100% and customer turnover would be zero. Since that’s not the world we live in, customers need to experience prompt and dedicated attention at every major customer touch point.
Natalie Petouhof
JUNE 12, 2015
Tweet LinkedIn is building deeper integration between LinkedIn Sales Navigator and Microsoft Dynamics CRM, enabling companies to easily connect their social selling activities to their customer engagement efforts. LinkedIn’s information embedded right into Dynamics CRM, sellers can better identify and build relationships with new and existing customers.
Win the Customer
JUNE 8, 2015
It may be a rather bold statement to say, but I’m just going to put it out there anyway: Every company that relies on customers to purchase their products should strive for wildly happy, exuberant fans of their brand. Yes, every single company that depends on customers to survive. We’re talking about 99% of companies […].
Expert insights. Personalized for you.
343 
Let's personalize your content