Beyond Philosophy

JULY 7, 2015

When it comes to Customer loyalty and retention, most organizations want to appeal to the rational side of their Customers. What I know from over a decade in the Customer Experience game, however, is that rationality has less to do with it than you think. Over 50% of the Customer’s Experience is tied to their emotions. So if you want to earn a Customer’s loyalty and keep them coming back to you, you have to embrace the emotional side.

Customer centricity 284

Customer centricity Analytics Customer Experience Marketing 284

Steve DiGioia

JULY 6, 2015

This original article was written by Steve DiGioia. Are you a positive influence or one of negativity? Do you sugar-coat things or get straight to the point? Is your glass half full or half empty? Much can, and has, been said about the best way of approaching a situation or a way of doing business that can be stressful for many. We all […]. The post The 2 Best Ways to Stand Out From The Crowd appeared first on Steve DiGioia and was written by Steve DiGioia.

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215

CCNG

JULY 7, 2015

In our previous post, we reviewed the keys to being an effective communicator. We start with a foundation of respect, empathy, reliability, responsiveness, and assurance.

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Peter Lavers

JULY 7, 2015

“Customer Centricity is the eco-system and operating model that enables an organisation to design and deliver a unique and distinctive customer experience”. Doug Leather. A group of people representing some of the best brands in Europe gathered at Twickenham Stadium on a warm June day for a special masterclass focused “customer centricity” in companies that are primarily business-to-consumer (B2C).

Customer centricity 150

Customer centricity Chief Customer Officer Banking Automotive 150

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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

Surveys

Beyond Philosophy

JULY 5, 2015

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. In building relationships with customers, and value for them, my long-time observation is that most organizations tend to progress through several stages of performance as they are becoming truly customer-centric: a) customer awareness, b) customer sensitivity, c) customer focus, and d) customer obsession.

Customer centricity 279

Customer centricity Complaint resolution Banking Enterprise 279

CCNG

JULY 7, 2015

A few years ago, I was doing consulting work for a well-known department store chain. They were doing well and were also looking to cut costs. One of the ideas was to contract out their delivery drivers. After some discussion about the numbers, I suggested that doing so would be a mistake. Their customers only … Continue reading Who Really Delivers Your Brand?

Consulting 150

Consulting Consulting Employee engagement Customer Service 150

Contact Center Pipeline

JULY 10, 2015

Knowledge management (KM) is an Achilles’ heel for many contact centers. Some have an abundance of “tribal knowledge” scattered among a core of seasoned customer service representatives yet struggle to find ways to disseminate, update, and use that knowledge effectively. Others have made investments in KM technologies but failed to make the tools appropriately accessible, […].

Management 140

Management Contact Center Technology Customer Service 140

Beyond Philosophy

JULY 9, 2015

The demand for corporate social responsibility continues to sweep the brand marketplace. According to new research from Nielsen, corporate social responsibility is important as a benefit to positive branding efforts. We also know for your brand reputation positive press is key. What you may not realize, however, it is also critical to winning the hearts and minds of the coveted group of women consumers.

Surveys 274

Surveys Customer centricity Marketing Customer Experience 274

Peter Lavers

JULY 8, 2015

WCL Customer Management is delighted to support Hello Customer for a breakfast seminar on September 10th with guest speaker, Daragh Kelly, Customer Intelligence Director at SKY IQ. Date: Thursday 10th September 2015. Time: 7am – 10am. Click here to register. Hello Good Morning wants to get you cracking, beyond the hypes and overly inspirational content that is flooding the scene.

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Customer centricity Management 133

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

Win the Customer

JULY 8, 2015

When service energy is low, that’s when organizations become plagued with constant problems, consistent customer complaints, and the service experience continues to fall short of customer expectations. Organization that lack vitality in their service experience will always face the persistent topics of how to improve service in their conversations.

Customer Service 130

Customer Service Customer Experience 130

Contact Center Pipeline

JULY 9, 2015

Agility is key to success in today’s rapidly changing business environment. No operation is more familiar with the need to quickly adapt to changes in the market and evolving customer expectations than Pacific Life’s Retirement Solutions Division’s (RSD) contact center. The operation has built a reputation for delivering a seamless, low-effort service experience despite a […].

Contact Center 100

Contact Center Marketing 100

Return Customer

JULY 8, 2015

Millennials are estimated to have a combined purchasing power of $2.45 trillion globally this year. It is only fair that they expect retailers to try and understand what they want. Millennials spend a great part of their time on the internet, not just to learn, communicate and organise their social lives but to shop too. And for retailers, this means understanding more about how to engage with this demographic and working out what they require from a shopping experience.

Customer Service 120

Customer Service Entertainment Customer centricity Marketing 120

Andrew Mcfarland

JULY 9, 2015

Bad service hurts businesses in many intangible ways – company’s reputations suffer, customers spread bad news via negative word of mouth and potential new customers avoid maligned and disparaged companies. But it turns out there can be tangible costs too! TWC must pay $229,500 for robocalling woman 153 times. Let this be a warning to [.].

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Customer Service 97

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

Feedback

Win the Customer

JULY 6, 2015

Like relationships in nature, there needs to be a greater business-customer symbiosis based on the believe that what’s good for customers can also be good for business. The relationship between companies and customers affects almost all areas of the organization and each point of engagement, whether personal or digital has consequences on current and future […].

Customer Experience 123

Customer Experience Personalization Customer Service Management 123

Contact Center Pipeline

JULY 8, 2015

Last month, we shared insights from industry solutions providers about the top challenges that contact centers face when transitioning their strategy from multichannel to omnichannel, as well as the important first steps to take on your journey. In today’s post, our panel of experts offers useful advice about how to identify—and prioritize—the customer channels on […].

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Multichannel industry solution Contact Center Call Center 100

Provide Support

JULY 6, 2015

In a huge variety of brands offering similar products or services, how do you separate yours from the competition? Since price becomes much less of a deciding factor when choosing between your brand and competitors, caring for your customers and nurturing relationships with them has never been more important in growing a successful business. Zig Ziglar once famously said, “People don’t buy things for logical reasons, they buy for emotional reasons” Statistically, 75% of buying

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Customer Support Customer Service Best practices Customer Experience 99

ForeSee

JULY 7, 2015

The retail store environment plays a unique role in today’s technology-driven world. Customers develop relationships with companies using a variety of devices and channels, but the brick-and-mortar store adds the element of in-person interaction, where your associates represent the face and voice of your company. If you’re currently measuring the retail store customer experience or looking to start, here are five ways you can get more value from your voice of customer data.

Analytics 98

Analytics Customer Experience Technology Personalization 98

Advertiser: ZoomInfo

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

Technology

Win the Customer

JULY 7, 2015

If there is one principle that should be added to the vocabulary of every service experience practitioner is should be: “Finish the experience you’ve started.” The work of finishing what you’ve started seems overly simplistic, yet is often one of the most disregarded principle of service experience. One of the most common mistakes that organizations make today […].

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Customer Experience Customer Service Management 116

ijgolding

JULY 6, 2015

For the last three years, anyone who has followed my writing exploits will be fully aware that I am keen on sharing a story or two…or three…or four!! I have always believed that a good story can bring to life any theory and when it comes to the world of Customer Experience, the power of influence a good story can have is undeniable. The stories that are often the most powerful are those that prove the art of what is actually possible.

Customer centricity 82

Customer centricity Enterprise Customer Experience Customer retention 82

Zingtree

JULY 7, 2015

Zingtree Classic. This documentation is for Zingtree Classic. Click the tab above if you are using the New Experience (Beta). . We’re getting a lot of interest from Zendesk customers with Live Support and Call Center needs, so we’ve taken the past week to update our Zendesk Agent Scripting App to Version 4. The latest version can be downloaded from here.

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Scripts Call Center 62

LiveChat

JULY 10, 2015

Some people think that customer loyalty is a relic of the past. Too many companies offer way too many products to stay loyal to one brand. Only few will choose Toyota because their father used to drive Toyota Pickup in the 80’s. You won’t find a housewife buying the same baking powder because her mother and grandmother used it. Times have changed. But does it mean that loyalty sank into the oblivion?

Airlines 77

Airlines Advertising Banking Customer Service 77

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.

Self service

CX Journey

JULY 9, 2015

Image courtesy of karith There are many voices you need to listen to when developing your customer experience strategy. You listen to your customers and to your employees. You do listen to them, right? Both of them? Think those are the only voices you should be listening to in order to improve the customer experience? Nope! They're not the only ones.

Customer Experience 74

Customer Experience Benchmark Employee engagement Feedback 74

ijgolding

JULY 7, 2015

As the proud owner of a beautiful Victorian house, my wife Naomi and I know full well the challenges that looking after such a valuable, historic asset entail. Built in the late 1800’s, the house has required numerous ‘makeovers’ over the decades to maintain its grandeur. Maintaining it is not easy (or cheap) though. There are times when it feels a little like painting the Golden Gate Bridge – as soon as you finish, you have to start all over again.

Customer Experience 78

Customer Experience Customer centricity Customer retention 78

Customer Interactions

JULY 7, 2015

With Gartner predicting that by 2016, 89% of companies expect to compete mostly on the basis of customer experience, i. It is no wonder that ‘the time is now’ for this brilliantly insightful 5-step guide to successful customer journey management.

Management 71

Management Customer Experience 71

LiveChat

JULY 10, 2015

Some people think that customer loyalty is a relic of the past. Too many companies offer way too many products to stay loyal to one brand. Only few will choose Toyota because their father used to drive Toyota Pickup in the 80’s. You won’t find a housewife buying the same baking powder because her mother and grandmother used it. Times have changed. But does it mean that loyalty sank into the oblivion?

Airlines 74

Airlines Advertising Banking Customer Service 74

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.

Contact Center

CX Journey

JULY 7, 2015

Today's post is a modified version of a post I originally published on Touchpoint Dashboard on February 4, 2015. One of the arguments against journey mapping I often hear is that it's an exercise in futility: You map. You put it on the wall. And nothing changes. To that I answer: " You're doing it all wrong." You map because you need to understand the customer experience; you know that you cannot transform something you don't understand.

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Journey mapping Coaching Feedback Customer Experience 68

Rudy Vidal Consulting

JULY 8, 2015

It sounds easy, but the reality is that you can’t impose a new mindset, or a new culture. What I find works best in creating a fast transition, is when management does the following: 1. Create an understanding of the logic – Why do we need to change or improve? 2. Provide the vehicles or processes that will carry new action and intention. 3.

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Metrics Management 40

Customer Interactions

JULY 7, 2015

Successful customer journey mapping can be daunting. Forrester Research is here to help, with this easy-to-watch Q&A video, Joana Van Den Brink-Quintanihla, Senior Analyst for Forrester Research explores the benefits of visualising and mapping individual journeys; breaking it down into bite-sized chunks that will help both new and experienced CX representatives map their customer journeys.

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Journey mapping 65