Beyond Philosophy

OCTOBER 29, 2015

Lululemon is a brand with a loyal cult-like following, but Customers began to sour on the Lululemon brand last year. However, the buzz is anything but sour on Lululemon these days. And it’s because they are realigning to their Customer-center. September 1st, the high-end yoga-wear maker introduced their new Pant Wall. The new fits are arranged according to how they feel when worn, rather than the silhouette as it was in the past.

Customer Experience 386

Customer Experience Brand ambassadors Consulting Consulting 386

Callminer

OCTOBER 29, 2015

Today’s customer-centric marketplace demands that contact centers drive customer engagement optimization at every stage of the customer journey. Read how in CallMiner’s latest blog post.

Contact Center 182

Contact Center Customer centricity 182

Steve DiGioia

OCTOBER 29, 2015

that's YOUR problem, not mine! This original article was written by Steve DiGioia. Have you ever walked into a store or been a guest at a hotel and had a problem that was “out of the ordinary”? Of course you have, it has happened to many of us. It may be that the store “sale” was over and you wanted to return a product for credit or your room was not exactly to your liking.

Advertising 213

Advertising Sales 213

Joe Rawlinson

OCTOBER 28, 2015

There are a number of tried and true methods that help business owners keep and attract customers. One of the most current and prominent marketing trends is minimalism. This concept can be applied to your business through website design, marketing campaigns as well as the way you publish information about your products or services. Minimalist marketing messages capture and retain your audience’s attention, as they provide a concise and clear message they will remember.

Marketing 144

Marketing Feedback 144

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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.

Win the Customer

OCTOBER 25, 2015

The right person will build upon what you’ve created, but the wrong person can bring it all down very quickly – and culture can take an awfully long time to rebuild, “Ensuring that someone else can eventually run the business that you’re building depends on one key thing,” according to Richard Branson, “whether or not you find […].

Personalization 142

Personalization Customer Experience Management 142

Steve DiGioia

OCTOBER 26, 2015

but what about the "big picture"? This original article was written by Steve DiGioia. The wonderful world of weddings. You book the event and promise the “perfect wedding” The birds will sing, the flowers will bloom and the rainbow will shine in all its glorious colors. Well at least that’s the plan… The wedding night finally comes and guess what?

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ijgolding

OCTOBER 28, 2015

One of the six competencies required in the armory of all Customer Experience Professionals is defined by the Customer Experience Professionals Association (CXPA) as ‘Experience Improvement & Design’ To become a Certified Customer Experience Professional (CCXP), you would need to have knowledge of the following: Design thinking and customer co-creation approaches.

Customer Experience 127

Customer Experience Banking Journey mapping Education 127

Win the Customer

OCTOBER 27, 2015

Getting people motivated to serve customers and consistently deliver exceptional customer experiences can be one of the most daunting challenges for any CX leader or service agent. In this infographic, we take a look at 75 customer service quotes and ideas that are uniquely designed to motivate and inspire you and your organization to focus […].

Customer Service 138

Customer Service Customer Experience 138

Contact Center Pipeline

OCTOBER 29, 2015

What were the hot topics contact center professionals were reading about in October? Take a look at our top five blog posts for the month: an industry panel offers their input about the most important thing leaders need to understand when developing an omnichannel strategy; social customer service training advice from ICMI’s Elaine Carr; 4 […].

Contact Center 100

Contact Center Customer Service Call Center Customer Experience 100

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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

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Vonage

OCTOBER 29, 2015

In a world where technology is increasingly mobile, wearable devices are the obvious next step. Technology that you carry in your pocket is standard – now it’s time for technology that you can wear. This year’s Dreamforce focused on how to make the workplace more agile and integrated – and wearables are the devices to enable this. Daniel Debow , SVP, emerging technologies, Salesforce, said “wearables are the next phase of the mobile revolution” and at NewVoiceMedia, we couldn’t agree more.

Sales 117

Sales Contact Center Technology Coaching 117

Comm100

OCTOBER 30, 2015

If your business sells goods or services online, then you know that nothing beats having a new customer visit your website and then make a purchase. But, the sale is just the beginning of the journey with your new customer. Once the customer makes a purchase, you must ensure that he/she is satisfied with it. Many people confuse satisfied customers with loyal customers, and while they do share similar traits there are a few differences.

Advertising 107

Advertising Sales Marketing Surveys 107

Win the Customer

OCTOBER 28, 2015

For every business, large or small, the kiss of death is ineffective execution of projects. There’s a bullet coming your way! Actually, it’s a cannonball and if you don’t stop it, it will destroy you and could also destroy what your organization has worked so hard to achieve. For every business, large or small, the […].

Customer Experience 122

Customer Experience Management 122

Contact Center Pipeline

OCTOBER 28, 2015

I believe that most of us are familiar with the idiom-like phrase, “Don’t worry—be happy,” from the very popular song by Bobby McFerrin released in 1988. You may not know that the song got its title from a famous quote by Meher Baba, an Indian mystic and spiritual master (1894–1969). Baba often used the expression […].

Morale 100

Morale Contact Center Call Center 100

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

Vonage

OCTOBER 26, 2015

It is easy to think your service efforts are exceptional. Often the reality does not match your opinion. An often quoted piece of research from Bain and Co. tells us how executives tend to misread their performance. When surveying 362 firms, they found that 80 percent believed they delivered a superior experience to their customers. However when customers were asked about their view, they rated only eight percent of companies as delivering a superior experience.

Customer Experience 107

Customer Experience Surveys Personalization Customer Service 107

Kayako

OCTOBER 29, 2015

The customer support rep role has travelled the world and back. It’s taken many different forms from outsourced, to remote work, and now it’s back to the office. Labor that was once seen as cheap and necessary is now a highly regarded role. Here at Kayako, we were built in India. We had two main offices before our London team was even born, and we are in no way outsourced (if anything, we’re offshored to Europe!).

outsourcing 98

outsourcing Customer Support Feedback Surveys 98

Win the Customer

OCTOBER 26, 2015

With effective training in product, sales, and customer service, you can hire more diverse employees and train in a shorter amount of time. It’s almost go-time for retail managers. The holidays are approaching, and in preparation for the craziest time of year, managers must efficiently onboard and train new staff. The question arises for both […].

Sales 114

Sales Management Customer Service 114

Contact Center Pipeline

OCTOBER 27, 2015

Contact centers typically rely on post-call surveys to gather valuable feedback from the customer’s viewpoint. But how do you measure a customer experience that spans multiple touchpoints? “Keep in mind that customer surveys are not the only way to measure customer experience. Operational metrics can be leading indicators as long as they are tied to […].

Surveys 100

Surveys Customer Experience Metrics Contact Center 100

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!

Feedback

Influitive

OCTOBER 26, 2015

Referrals are an important part of a healthy B2B sales pipeline. According to LinkedIn, 84% of B2B decision makers start the buying process off with a referral. Referred prospects are also 30% more likely to convert than leads generated through other marketing channels, and have a 16% higher customer life-time value. But starting a referral program from scratch can seem like a daunting task.

B2B 94

B2B Customer advocacy Marketing Education 94

Kayako

OCTOBER 27, 2015

Last week, Sarah Hatter of CoSupport and Sarah Chambers of Kayako joined forces to present a fantastic live webinar about the top five customer support mistakes all businesses make, and how to conquer them. Sarah Hatter founded CoSupport in 2011, and in 2014 released her first book The Customer Support Handbook. Sarah also hosts UserConf, a designated forum for support professionals hosted in several different cities.

Customer Support 88

Customer Support Education Coaching Self service 88

Win the Customer

OCTOBER 24, 2015

Successful strategy is often about executing plans to develop differentiation between existing competitors. In the digital era, there is a growing consensus that most impactful differentiation depends on customer experience delivered to customers. Today’s strategy for success needs to increasingly focus more on customer experience management initiatives.

Customer Experience 114

Customer Experience Management Customer Service 114

ClearAction

OCTOBER 25, 2015

Customer Experience Planning: Do This, Not That. The annual planning cycle is an opportunity to review pluses and minuses in what’s currently in play, take a look at what’s new, and request resources to take your customer experience performance to the next level in the new year. And it’s more than that: it’s the time when you should step back and assess alignment.

Customer Experience 88

Customer Experience Journey mapping Enterprise Government 88

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

Influitive

OCTOBER 28, 2015

When you’re seeking a new solution, who do you turn to for advice? Referrals and recommendations from colleagues , and those who work in the same industry as you—naturally. They understand your unique sets of needs and challenges, and are most likely to provide sound advice based on their own experience. Trust is one of the most important factors in any relationship—especially business-to-business relationships where thousands or perhaps even millions of dollars might be at stake.

B2B 89

B2B Marketing Customer advocacy Engineering 89

Provide Support

OCTOBER 28, 2015

Most important ingredients of social customer care. Today probably every business is sufficiently aware of the importance of social media for customer service. Report by Parature shows us that 33% of consumers confirm they have used social media to ask a customer service question at least once and 18% use social media as a customer service channel on regular basis.

Customer Care 88

Customer Care Sales Customer Service Best practices 88

Eptica

OCTOBER 30, 2015

Date: Friday, October 30, 2015 Which sectors offer the worst customer experience? Published on: October 30, 2015. Author: Pauline Ashenden While all industries need to ensure they are delivering an excellent customer experience, some seem to be intrinsically better at it than others. This concept is backed up by recent research carried out by service design consultancy Engine.

Customer Experience 75

Customer Experience Transportation Multichannel Wireless 75

CX Journey

OCTOBER 27, 2015

Image courtesy of Nikolai Berntsen Is it really everyone's job? Pundits and experts alike say that customer experience is everyone's job. If you google "customer experience is everyone's job" and "customer service is everyone's job," you'll find endless articles, blogs, and webinars with that very title. It's true. Technically, it is everyone's job.

Customer Experience 80

Customer Experience Consulting Consulting Call Center 80

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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.

Self service

Influitive

OCTOBER 30, 2015

With the martech universe expanding rapidly , many marketers are beginning to fear that an overwhelming amount of technology and automation is causing them to lose touch with their customers—at a time when engagement is more important than ever. In this video interview with Chandar Pattabhiram , Group VP of Product and Corporate Marketing at Marketo, you’ll find out how the next generation of CMOs can leverage marketing technology to move away from mass marketing techniques and get back to build

Marketing 79

Marketing B2B B2C Upselling 79

Clarabridge

OCTOBER 27, 2015

Provide a better customer experience (CX) , and your business will do better. It seems like common sense. But research shows that 45% of organizations actually find it very difficult to tie customer experience investments to business outcomes.*. This does not mean that their customer experience management (CEM) initiatives are failing. In most cases, these companies just do not have a good way to measure the impact of the customer experience on metrics like revenue.

Revenue potential 75

Revenue potential Customer retention Metrics Customer Experience 75

Comm100

OCTOBER 28, 2015

Whether you’re an online business or a brick and mortar store, being able to provide great customer service is important to the success of your company. Help should never be hard to find for a customer; one way to make yourself easily and readily available is through live help software (also known as live support or live chat). Live help is a software as a service that allows businesses to chat, in real-time, with customers who visit their website.

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Average Handle Time Upselling Scripts Sales 71