Tue.Apr 05, 2016

article thumbnail

Why You Need To Establish Your Company Core Values List

Customer Bliss

When working with companies on developing customer-focused growth cultures, I often get asked about this idea of a company core values list. It seems that every company has a core values list, but oftentimes the words used are similar — and they can be words that mean many different things to different people. Does a company core values list even matter, then?

Company 178
article thumbnail

CX = V! Customer Experience is not a job… it’s a vocation!

ijgolding

A few days ago I published an interview I recently conducted with a company called ReachForce. The very first question they asked me was “How did you become so passionate about customer experience management?” It is a question that I do not recall ever being asked before. My response was as follows: In reality, I think I must have been born with a passion for CX!

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Analytics Obstacle to Avoid: Forgetting to Be Relevant

Experience Matters

Every day, analysts find a myriad of insights that could provide significant value for their organizations. Unfortunately, many (very possibly most) of them are ignored. What’s getting in the way? In a recent webinar for Clarabridge, I discussed five customer analytics mistakes to avoid. One of the mistakes is “Forgetting to be relevant.” Rather than trying to replicate my entertaining banter, […].

Analytics 156
article thumbnail

Omnichannel is Here: The Case for a Digital Contact Center

Calabrio

Many of us rely on GPS navigation while driving to avoid getting lost on our way to a destination. However, a good GPS isn’t static; it will offer up alternate routes depending on things like traffic and road closures. Essentially, it knows that there is never just one way to get somewhere and it adjusts its strategy accordingly. In the same way, customers choose to use different channels to meet specific needs they have (conflict avoidance, convenience, speed/immediacy, etc.), just like GPS sys

article thumbnail

From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and guest speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

article thumbnail

Winners: 2016 CX Vendor Excellence Awards

Experience Matters

Congratulations! Temkin Group announces the winners the 2016 Customer Experience Vendor Excellence Awards: MaritzCX, Medallia, Potentiate, Rant & Rave, and Walker Information. Here are descriptions of the winners from their applications (unedited): MaritzCX: MaritzCX provides software and services that help organizations see, sense and act on the experiences and desires of every customer to increase retention, conversion and lifetime value.

Groups 152

More Trending

article thumbnail

Expectations Are Funny Things

CX Journey

How well do you know and understand your customers' expectations? And why are they important? Merriam-Webster defines an expectation as a belief that something will happen or is likely to happen. But where do those beliefs, those expectations come from? There are a variety of ways that customer expectations are formed: brand promise marketing and advertising stated outright, e.g., we do X previous experience word of mouth or reviews and feedback from other customers from within ourselves, our ow

article thumbnail

Customer-Centric Roundup: March 2016

iPerceptions

s we As we head into Spring, brand leaders should take a moment to reflect on some of the fascinating customer experience insights that emerged last month. Here's a glance at some of the most influential customer experience findings from the month of March, and some suggestions for how brands can make the most of the emerging trends.

article thumbnail

What's Fueling Customer Complaints with Airlines

Think Customers

More flights are arriving on time while airlines are losing fewer bags and fewer passengers are getting bumped from flights. Yet customer complaints are at their highest levels since 2001, according to the 2016 Airline Quality Rating report. The report, released on April 4, found that while the percentage of flights that arrived on time in 2015 rose from 76.2 percent in 2014 to 79.9 percent last year, customers were most frustrated with problem flights, including cancellations and delays.

article thumbnail

The cure for ignorance is awareness

Customer Enthusiast

My customer service philosophy is predicated on the truth that exceptional customer service is always voluntary. Employees don’t have to deliver it, and most don’t. But what do employees have to do? They have to execute mandatory, assigned job functions (duties & tasks associate with their job roles). Employees must possess adequate job knowledge and demonstrate sufficient job skills in order to reliably execute a series of assigned transactions.

article thumbnail

Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

article thumbnail

Where are the UK’s Chief Customer Officers?

Eptica

Date: Wednesday, April 6, 2016 Where are the UK’s Chief Customer Officers? Published on: April 06, 2016. Author: Pauline Ashenden The combination of growing competition and more demanding consumers means that customer experience is now recognized by businesses everywhere as crucial for success. Analyst reports back this up – research from Forrester found that companies with superior customer experience demonstrate improved revenue growth, while Gartner analysis predicted that by 2016 89% o

article thumbnail

Microsoft #Env16: Sports and Digital Transformation of Real Madrid Futbol

Natalie Petouhof

Tweet Sports is the new playing field is the world of business. Real Madrid is one of the most storied futbol clubs in history. Over 113 years, the club has won 116 official trophies. FIFA has recognized Real Madrid as the best futbol club of the 20th century. Since then, they’ve won the Champions League 10 times as well as the European Cup. And fans of the Real Madrid futbol club are some of the most passionate and loyal in all of sport.

Sports 43
article thumbnail

Why Advocate Marketing and Customer Success Should be Besties

Waypoint Group

The post Why Advocate Marketing and Customer Success Should be Besties appeared first on Waypoint Group.

article thumbnail

Microsoft #Env16: Underwriters Lab: Transitioning from a Legacy to a Digital Company

Natalie Petouhof

Tweet. Underwriters Lab is transitioning from a legacy to a digital company. Source: Microsoft. You may not recognize the name “Underwriters Laboratory,” but “UL” is a mark you’ve seen everywhere. In fact it’s on 22 billion products, systems and materials from drywall to fire extinguishers to lamps to mattresses.

Company 43
article thumbnail

Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

article thumbnail

Top Strategies for Self-Service Success

Verint

Are you looking to implement self-service for your customers, or are you assessing the quality of your current self-service solution? Would you like to hear some tips on achieving self-service success? Self-service is a tremendous tool for organizations, offering a way to save money while improving the customer experience. When executed properly, it can reduce service costs, decrease calls, and improve customer satisfaction.

article thumbnail

Microsoft #Env16: Dartmouth Hitchcock-Using Technology to Help People Stay Healthier

Natalie Petouhof

Tweet Despite spending nearly one-fifth of GDP on healthcare, the U.S. struggles to meet its goal of creating high-quality care for all. With financial pressures on care providers increasing, the current system is simply not sustainable. Imagine Care, a cloud-based solution built on Cortana analytics and Microsoft Dynamics, is helping healthcare providers ensure patients get better care.

article thumbnail

Staffing for Weekends

Brad Cleveland Blog

Here’s an idea: If you’re a consumer-facing service operation and want to stand out from the crowd, be there for your customers on weekends. That’s when many are checking accounts, kicking around options for the renovation, paying utility bills, and booking that trip to see Aunt Mae.

article thumbnail

Microsoft Digital Transformation #Env16 Conference: AccuWeather

Natalie Petouhof

Tweet AccuWeather is delivering access to vital, up-to-the minute information around the world. Source: Microsoft. AccuWeather gets up to 10 billion data requests from over 200 hundred countries in 100 different languages, every day. The Microsoft Cloud gives AccuWeather the power to instantly deliver information and businesses to people when they need it most.

article thumbnail

The Open CCaaS Advantage Report

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.

article thumbnail

Staffing for Weekends

Brad Cleveland Blog

Here’s an idea: If you’re a consumer-facing service operation and want to stand out from the crowd, be there for your customers on weekends. That’s when many are checking accounts, kicking around options for the renovation, paying utility bills, and booking that trip to see Aunt Mae.

article thumbnail

3 Best Practices for Boosting Your Outbound Results with the Cloud

NICE inContact

Outbound dialing technologies have undergone a recent revolution to accelerate sales, boost agent productivity, and increase customer satisfaction – and cloud contact center solutions are leading the way. If you’re looking to improve your results, here are three best practices to consider implementing for outbound dialing: #1: Utilize No Pause, Predictive Dialing: You might assume that simply making more calls is the answer for increasing sales.

article thumbnail

35 Inspiring Customer Service Quotes from Leaders (Inforgraphic)

Provide Support

Great customer service quotes from business leaders is one of the best ways to motivate and inspire your team. They demonstrate not only rich experience but also show how important is to move forward and find a better way to do your job. In addition to being a great source of inspiration these quotes help to keep your company’s customer focused culture alive.

article thumbnail

A Quick Course of Lion Taming: How to Turn Customer Complaints into Compliments

LiveChat

In one of my previous jobs, I had a supervisor who treated every complaint as a personal disaster. Every time we were approached by an aggressive customer, he was immediately pushing the panic button, turning our call center into a pit of hell. I can admit that handling customer complaints might look as difficult as taming a lion, but what if complaints aren’t all that bad for your business?

Course 39
article thumbnail

Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

article thumbnail

Lessons in Living & Serving Fully {Infographic}

Michelli Experience