Vonage
MARCH 29, 2016
I read a surprising statistic recently. It said that four in 10 senior executives in large companies don’t know the lifetime value of their customers. According to MarketingCharts, Forbes and Sitecore conducted a study of 312 senior executives in North American companies and learned that not only did they not know the financial value of their customers, more than half had no plans to find out.
Customer Bliss
MARCH 29, 2016
Dear Mr. Friedman, As one of the architects of the customer experience for some great companies working to deliver customer service and delight, like you, I share your passion for getting it right for customers. This is the clearest path to customer-driven growth. However “right” means holding a mirror to your entire operation, including how leaders lead.
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CX Journey
MARCH 29, 2016
Image courtesy of Tricia h c We have tons of data. But do we understand what it's telling us, what it means? Knowledge without understanding is useless. You've heard me write/say it before: You can't transform something you don't understand. Do you understand your customers' needs, expectations, the jobs they're trying to do, and their desired outcomes?
Beyond Philosophy
MARCH 29, 2016
It’s an old adage but it’s true: people like to do business with those they know, like and trust. Businesses spend a lot of money and energy chasing that trust through marketing campaigns and slogans. Insurer State Farm advertises that it’s “like a good neighbor,” while one of my local car dealerships runs newspaper ads that say “doing business with integrity for over 59 years!”.
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Amity
MARCH 29, 2016
What’s the secret to great customer success? It starts with great customers – the ones that realize true value from your solution, provide invaluable product feedback and are the most vocal advocates. Customers don’t usually start out like this by definition. Customer success plays an integral role in making them “great” by employing a great customer success mindset with 4 predominant traits.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Amity
MARCH 29, 2016
Managers intuitively recognize new customer relationships should start on a positive note. Their instincts are well-founded. Creating a beneficial customer experience, especially at the very beginning, pays dividends. A study of customer satisfaction and churn in the cellular phone industry several years ago found: Negative experiences at the outset are a major factor in short-term customer exits.
Forrester
MARCH 29, 2016
For those of you who have spent time in Japan - you might have noticed that interactions with service staff there play out in a carefully choreographed blend of ceremony and gratitude - regardless of whether you're buying a coffee at the corner shop or a bag at a local boutique. The paradox is that this delightful customer experience occurs despite most companies in Japan lacking the accountability, rigor, and coordination that characterize leading CX global organizations.
Magellan Solutions
MARCH 29, 2016
It is true that any company or organization is only as good as the people who make it up. For a call center to be recognized as the best, its people must exhibit excellence in completing their tasks –performing at their optimum level at all times. The measure of service quality of an inbound customer service company relies much on the performance of its inbound customer service agents.
Think Customers
MARCH 29, 2016
When we talk about the customer experience, it's important to remember that it's an end-to-end experience for customers. It's not just about the pre-sales experiences a customer may have viewing products on a company's website or the interactions a customer may have with a salesperson before deciding on a purchase. The post-purchase support a customer receives is also a critical component of overall satisfaction and loyalty.
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Myra Golden
MARCH 29, 2016
I am delivering my Way of Harmony keynote at a conference tomorrow. Rehearsals are complete, I had a fantastic dinner with my client, I just Faced-Timed my husband and kids and now it’s time to prepare my attire for the event. I most always deliver keynotes in a little black dress (My closet is literally full of little black dresses of varying simple styles for my keynotes).
Nimble
MARCH 29, 2016
There are many qualities that come together to create a fantastic customer support representative: Empathy, Creativity, and Friendliness, just to name a few! One of the top qualities one must possess to consistently deliver a great customer experience is knowledge of the product your users will be making a part of their daily lives. Use [.].
Avaya
MARCH 29, 2016
My recent articles have explored how Port Networks and H.248 Media Gateways invoke the survivable modes of Avaya Aura Communication Manager (CM). In this article, I describe how the newest actor, Avaya Aura Media Server (AAMS) can also activate a CM-Survivable Core (fka Enterprise Survivable Server) and CM-Survivable Remote (fka Local Survivable Processor).
Natalie Petouhof
MARCH 29, 2016
Tweet Data as a Disrupter: The Adobe Summit was fantastic. The opening keynotes gave us insight into some of the new products and innovations. What’s clear is that digital disruption means taking all the data that can be collected about customers, using that voice of the customer data and making better business decisions. The idea of “know me,” “respect me,” and “speak in one voice” all create the experience.
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LiveChat
MARCH 29, 2016
I think it’s impossible to have a successful business without promoting your product or service. I also believe that everyone being part of a company can contribute to a company’s word of mouth marketing. No matter if they’re customer service agents or a graphic designer. I’m also certain that a great product and excellent service are the foundation of positive customers’ recommendations.
Smith+co CX
MARCH 29, 2016
I wrote a blog last week arguing that we are dumbing down marketing in the rush to create digital content. This seems to have struck a chord because I have had many people retweet and favourite it. Little did I know that I would personally experience a perfect example of this just a few days later. Nowadays, wannabe brand agencies and tech companies often claim they have expertise in ‘customer experience’ and, even if they haven’t, they act like they have.
Brad Cleveland Blog
MARCH 29, 2016
Far too many contact centers are operating under the auspices of, “OK, here are the resources we’re willing to give you, and here’s what we want you to achieve …” That is the proverbial cart before the horse. Consider an … Continue reading → The post The Best Managed Contact Centers: #9 – They Get the Budget and Support They Need appeared first on Brad Cleveland.
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Brad Cleveland Blog
MARCH 29, 2016
Far too many contact centers are operating under the auspices of, “OK, here are the resources we’re willing to give you, and here’s what we want you to achieve …” That is the proverbial cart before the horse. Consider an analogy.
Amity
MARCH 29, 2016
SaaS Tattler Issue 80 - The Rise of a Customer-Centric Mindset. When a customer-centric organization is taking shape, everyone should formulate a mindset to simply ask themselves – “ What is my contribution to my ‘customer’ today? ” In a recent survey, Econsultancy found that being customer-centric is the most important characteristic in order to establish a truly “digital-native” culture.
Brad Cleveland Blog
MARCH 29, 2016
Far too many contact centers are operating under the auspices of, “OK, here are the resources we’re willing to give you, and here’s what we want you to achieve …” That is the proverbial cart before the horse. Consider an analogy.
Provide Support
MARCH 29, 2016
Why Companies Fail To Meet Social Media Expectations. The automotive body repair shop is typically a dusty, smelly, male-dominated facility. Since the beginning of time this industry has been labeled as untrustworthy, legitimizing the status quo of caveat emptor. Only recently have shops been trying to revolutionize the trade by offering clean facilities, wi-fi, coffee and play areas for kids.
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