ShepHyken

JANUARY 25, 2017

The Dollar Shave Club continues to impress me with their amazing customer service. I have used them as an example of how to create a membership experience , but now I want to focus on their ability to deliver amazing customer service. For those that may not know what Dollar Shave Club is, it was started by Michael Dubin and Mark Levine in 2011. In 2012, they rolled out a promotional video on YouTube that was hilarious and went viral.

Customer Service 77

Customer Service Customer Focused Customer Service Training Retail 77

Esteban Kolsky

JANUARY 25, 2017

This is the third installment, and likely the one that’s more ambitious and controversial. I wrote earlier this year that I was changing the model for my work and that I was going to be focused on five topics, with formal research agendas. I shared with you first the model for Customer Service Usage and Adoption , then the one for Data Usage in the Enterprise , and I am somewhat hesitant to offer this third installment: Artificial Intelligence in the Enterprise.

Case Study 60

Case Study Study Conference Chatbots 60

Heart of the Customer

JANUARY 25, 2017

Frequent readers of this blog know that I’m into all things journey mapping, regularly reviewing articles on the subject. So I was particularly interested in How to: Create a digital customer journey map by Henning Ogberg, the senior VP EMEA of Sugar CRM. As it’s published by B2B Marketing, it’s obviously targeted towards B2B (business-to-business) […].

Customer Journeys 60

Customer Journeys B2B Consumers CRM 60

Esteban Kolsky

JANUARY 25, 2017

This is the third installment, and likely the one that’s more ambitious and controversial. I wrote earlier this year that I was changing the model for my work and that I was going to be focused on five topics, with formal research agendas. I shared with you first the model for Customer Service Usage and Adoption , then the one for Data Usage in the Enterprise , and I am somewhat hesitant to offer this third installment: Artificial Intelligence in the Enterprise.

Case Study 60

Case Study Study Conference Chatbots 60

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Customers

NICE inContact

JANUARY 25, 2017

The idea that happy employees makes happy customers is not a new concept, but it is starting to get enterprise-level attention and traction. Thinking about the kind of service you might receive when an employee is unhappy makes a very clear case as to why this idea is gaining momentum. My first job was working at McDonald’s as a cashier, and I could not have been more excited and proud to have a job as a 14 year old.

Engagement 60

Engagement Management Employee Engagement Contact Center 60

Eptica

JANUARY 25, 2017

Date: Wednesday, January 25, 2017 The 5 trends brands need to address for improved customer service. Published on: January 25, 2017. Author: Pauline Ashenden The latest Institute of Customer Service (ICS) UK Customer Satisfaction Index (UKCSI) has a positive message for everyone involved in customer service. Overall, consumer satisfaction has risen to 77.8, up 0.8 compared to January 2016, marking the fourth straight improvement in results.

Net Promoter Score 50

Net Promoter Score Trends Brands Customer Service 50

Uniphore

JANUARY 25, 2017

To some executives ‘going digital’ means it’s all about new technologies, driving down costs, increasing efficiencies and ultimately, driving the bottom-line. For others, digital clearly means a new way of engaging with customers whilst for others, digital represents a significant revolution; a totally new way of doing business or, for that matter, simply staying in business.

Technology 50

Technology Engagement Customers 50

Topdown

JANUARY 25, 2017

So you’ve been told over and over again that you need to invest in customer journey mapping as a critical preliminary and ongoing component of your digital customer experience (CX) management strategy and planning. But how do you build the business case for it? Particularly for digital experiences? That’s been challenging so far in a digital world where metrics such as “likes” and “shares” have been difficult or even impossible to tie directly to revenue.

Customer Journeys 48

Customer Journeys ROI Customer Experience How To 48

Talkdesk

JANUARY 25, 2017

Opentalk 2017 is exactly three months away. Our team has been hard at work to make this year’s Opentalk the most incredible customer experience event of the year and we’re very proud of what we have to share with this year’s attendees. If you’re considering joining us, we’ve put together a list of some of the most enticing reasons to come to Opentalk: 1.

Travel 44

Travel Customer Centricity Communication Customer Experience 44

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Communication

Myra Golden

JANUARY 25, 2017

I’m sitting at my desk, sipping my dark Italian roast latte and doing a run-through of tomorrow’s web training, “Coaching & Monitoring” and boy, am I excited! This is such an important training because it addresses head-on the 4 biggest challenges supervisors and managers face with monitoring and coaching customer service employee: How to design the most effective monitoring form.

Training 45

Training Feedback Measurement Tips 45

Stella Connect

JANUARY 25, 2017

Some retailers use mystery shopping or brand audits to gauge their front-line teams’ performance. Other retailers use these programs to drive performance. They do it by defining and measuring their customer experience in precise terms. Think about how you manage the customer experience, and ask yourself: What does our brand’s ideal customer interaction look like?

Customer Experience 40

Customer Experience How To Retail Training 40

Myra Golden

JANUARY 25, 2017

I’m sitting at my desk, sipping my dark Italian roast latte and doing a run-through of tomorrow’s web training, “Coaching & Monitoring” and boy, am I excited! This is such an important training because it addresses head-on the 4 biggest challenges supervisors and managers face with monitoring and coaching customer service employee: How to design the most effective monitoring form.

Training 43

Training Feedback Measurement Tips 43

The DiJulius Group

JANUARY 25, 2017

Company Service Aptitude Test (C-SAT) When it comes to Customer service, do you know the rating for your company, location or department? The DiJulius Group has created an incredibly powerful tool called the Company Service Aptitude Test (C-SAT). The C-SAT not only pinpoints the Service Aptitude Level of your organization, but more importantly, it lets […].

Company 40

Company Groups Tools Customer Service 40

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Tips

Forrester's Customer Insights

JANUARY 25, 2017

There's a big insights gap out there. Not enough insights are turning into actions that matter, despite continued investment in data, people, and technology. For example, in 2016, data and analytics pros reported that firms base only 49% of business decisions on quantitative information and analysis as opposed to opinion. That's up from 2015, but only by 3 percentage points - out of alignment with the investment in insights capabilities.

Customer Insights 31

Customer Insights Analytics Analysis Consumers 31

CSM Magazine

JANUARY 25, 2017

Bill Gates once said, “your most unhappy customers are your greatest source of learning.” . Of course, an unhappy customer is what one would call a customer experience mistake, and there is indeed a great deal to learn from them. But first you need to know how to determine what those mistakes are – usually by deciphering customer complaints, which can often be quite cryptic – so you can avoid them in the future.

Customer Experience 40

Customer Experience Social Media Course Feedback 40

Michelli Experience

JANUARY 25, 2017

Infographics 182

Infographics How To Employee Engagement Brands 182

Verint

JANUARY 25, 2017

How can organizations start to think more strategically in the New Year about maximizing their technology investments? One way is by looking at IVR and WFO-generated customer insights as a single entity—rather than separate ones.

Contact Center 28

Contact Center Technology Customer Insights Call Center 28

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.

Retail

Clarabridge

JANUARY 25, 2017

Banking customer experience is incredibly important. Customers like to know what they will expect when they interact with a brand. However, it can be hard to maintain a consistent banking customer experience across multiple branches and online banking channels. The statistics below reflect our research with thousands of retail bank customers. They show how critical it is to provide fast, accurate, and friendly customer service to bank customers.

Banking 40

Banking Customer Experience Infographics Retail 40

Provide Support

JANUARY 25, 2017

It’s probably needless to say that loyal customers are the biggest assets of any business. Studies show that only a 5% increase in your loyal customer base can result in increases of revenue and profits up to 85% or more. Take a look at some more customer loyalty stats that might surprise you: The cost of bringing a new customer up to the same level of profitability as an old one is up to 16x more.

Infographics 56

Infographics Loyalty Programs Loyalty Study 56

Qualtrics

JANUARY 25, 2017

This article was first published in the Harvard Business Review. You can find it at HBR.org. Most customer experience (CX programs) are positioned as strategic, but quickly veer away from business objectives and become simply about tracking CX metrics. Time passes slowly, data continues to mount, and paralysis sets in. Big, strategic goals evolve into score improvements and incrementalism instead of gleaning useful insights that allow change with confidence.

Customer Experience 51

Customer Experience Net Promoter Score Metrics Leadership 51