Experience Matters

SEPTEMBER 6, 2016

For the previous six years, we’ve measured effort as part of the Temkin Experience Ratings. This year, we examined 294 companies across 20 industries based on a survey of 10,000 U.S. consumers (see methodology section below). In this post, I’m showcasing the results from the effort component of those ratings. Congratulations to Publix, O’Reilly Auto Parts, True Value, Save-a-Lot, […].

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Measurement Survey Consumers Industry 191

Who's Your Gladys?

SEPTEMBER 6, 2016

It takes self-control to handle a customer with over-the-top expectations. Regardless of the type of business you’re in, there’s much to learn from Edie, the group event coordinator at Bahama Breeze Island Grille Restaurant. The post When Customer Expectations Are Unreasonable, Meet Them Anyway appeared first on Who's Your Gladys?

Customer Expectations 145

Customer Expectations Meeting Groups Customers 145

CX Journey

SEPTEMBER 6, 2016

Have problems? How are you solving them so that they never happen again? How are you getting at the root cause of any issues you or your customers are having? What types of root cause analyses (RCA) are you conducting? Or are you even thinking about RCA? Conducting some sort of root cause analysis (and there are many different types) any time you experience an issue is critical, for the simple fact that you want to nip the issue in the bud and not have it occur again.

Analysis 125

Analysis Tools Training Customer Experience 125

NICE inContact

SEPTEMBER 6, 2016

As cloud communications companies like RingCentral and inContact have matured, the contact center world has been seeing an increasingly rapid move to the cloud. At the same time, we see a trend away from traditional contact center metrics like average handle time, and towards newer, customer-focused metrics like customer satisfaction, or CSAT. Taken together, these two movements are bringing about real change in the contact center.

Contact Center 121

Contact Center Average Handle Time Insurance Conference 121

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Customers

Customer Bliss

SEPTEMBER 6, 2016

For many U.S. professionals, today — the day after Labor Day — is one of the worst days of the working year. Labor Day is the unofficial end of summer. So you come off a three-day weekend — which is usually pretty hard as it is — and as you come off it, you’re thinking “The summer is over.” The summer is a looser time at most offices.

Customer Retention 119

Customer Retention Leadership Company Strategy 119

ShepHyken

SEPTEMBER 6, 2016

Colin Shaw on Taking Your Customer Experience. to the Next Level. Shep Hyken speaks with founder and CEO of Beyond Philosophy and bestselling author, Colin Shaw. They discuss Colin’s new book “ The Intuitive Customer: 7 Imperatives for Moving Your Customer Experience to the Next Level.” Colin shares tips to help you understand your customer’s behaviors and how you can use that to increase sales.

Sales 0

Sales Tips Customer Experience Customer Service 0

Beyond Philosophy

SEPTEMBER 6, 2016

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Many companies devote considerably more energy and resources to capturing customers than they do to keeping them. But, all customers are not created equal; some have more potential value than others. It’s extremely important for targeting the best customers that their array of value requirements are well understood and that the resources devoted to getting these customers be well-applied.

Multi-Channel 69

Multi-Channel Consulting Study Customers 69

Promoter.io

SEPTEMBER 6, 2016

There is something strange happening in the world of NPS. Practices and implementations that seem straight out of another world. We have stood our ground and continue to fight for our customers to prevent these strange features from disrupting your results and the impact they have on your bottom line. One of these “strange things” […]. The post Strange NPS Practices: Things that Destroy the Value of your Customer Success Efforts appeared first on Promoter.io Blog.

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NPS Customer Success Customers 63

Helen Dewdney

SEPTEMBER 6, 2016

Outside of UK but inside EU. When I was on Rip Off Britain Live last year I took on a few cases. One of them was for someone whose mother had been charged a £30 booking fee after the booking process on a website that searches for flights then charges that admin fee on top (and for which she was not told about). She had booked a flight from Edinburgh to Southampton directly with the airline.

Consumers 61

Consumers Airlines Company Report 61

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Communication

Heart of the Customer

SEPTEMBER 6, 2016

In B2B transactions with large companies, it’s all too easy to forget that no matter how big (or even faceless) a company might seem, individual decisions are still made by individuals, just as surely as if it were a mom-and-pop shop up the street. Journey mapping is the perfect tool to explore the thoughts, feelings, […]. The post Journey Mapping Case Study: You’ve Got to Be in It to Win It appeared first on Heart of the Customer.

Customer Journeys 60

Customer Journeys Case Study Study B2B 60

Magellan Solutions

SEPTEMBER 6, 2016

(As first seen as an answer by Magellan Solutions to a question posted on Quora ). Small business owners often wear many hats. However, when is the time when one can’t have an additional hat anymore? Here are the top 5 tasks that small business owners really need help with: Website development. Many small business owners, even large business owners, outsource web developer(s) for their website needs.

Social Media 61

Social Media Contact Center Call Center Advertising 61

Andrew Mcfarland

SEPTEMBER 6, 2016

Seth Godin wrote a post not long ago with a gem of a sentence, “cheap is the last refuge for the marketer who can’t figure out how to be better.” Instead, I believe cheap is a viable option for certain customers/markets.

Marketing 52

Marketing How To Customers Customer Experience 52

Avaya

SEPTEMBER 6, 2016

Research undeniably proves that personalization is key for delivering amazing customer experiences. (After all, companies can’t provide just one customer experience—rather, they need to provide ongoing experiences that adapt and evolve as technology and customer needs change.) For example, a recent study found that nearly one third of customers desire higher levels of personalization when shopping.

Analytics 42

Analytics Fashion Retail Tips 42

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Training

Provide Support

SEPTEMBER 6, 2016

Surviving Information Overload in the World of Customer Service. Monitoring service levels has always been a fundamental aspect of managing a contact center. However, advanced contact center and customer relationship software has led to an abundance of data and a growing number of reports that have become unmanageable. This influx of information has become a perplexing problem for contact center managers, as well as C-level executives, who want to make sure their contact center is performing opt

Contact Center 41

Contact Center Customer Service Analysis Software 41

LiveChat

SEPTEMBER 6, 2016

We all would like to have a website that attracts visitors like a magnet. Whether you’re selling with your website or you’re writing a blog for fun, you’d like to see dozens of comments, hundreds of shares and thousands of weekly visits, right? You create your website; you fill it with valuable content, you add some beautiful pictures, optimize it for SEO and you wait.

Social Media 47

Social Media Strategy How To Infographics 47

Customer Interactions

SEPTEMBER 6, 2016

When Executives Lead by Example, CX Is a Day at the Beach

Customer Centricity 32

Customer Centricity Culture Examples Customers 32