Experience Matters

SEPTEMBER 27, 2016

We just published a Temkin Group data snapshot, Channel Preferences and Cross-Channel Activity Benchmark, 2016. The research examines consumer preferences for using different channels for completing common tasks as well as the frequency of several cross-channel interactions. Here’s the executive summary: In Q3 2016, we surveyed 10,000 U.S. consumers about their channel preferences for performing 11 different […].

Data 190

Data Groups Consumers Survey 190

CX Journey

SEPTEMBER 27, 2016

Image courtesy of jronaldlee How do you recognize the weak signals in your business? Have you heard the story about the boiling frog? As told in Wikipedia , it goes like this: If you drop a frog in a pot of boiling water, it will of course frantically try to clamber out. But if you place it gently in a pot of tepid water and turn the heat on low, it will float there quite placidly.

Social Media 137

Social Media Innovation Government Customer Experience Professionals 137

Customer Bliss

SEPTEMBER 27, 2016

I can’t believe we’re at 21 episodes of The Chief Customer Officer Human Duct Tape Show. At about one per week (plus admittedly I think I missed a week or two), that means we’ve been talking to guests for about six months now. It’s been awesome! Even though I’ve been doing this type of work since 1983, I’m consistently learning new aspects of the craft and re-energizing my own customer focus for my clients by talking to these guests.

Healthcare 127

Healthcare Chief Customer Officer Hospitality Leadership 127

ShepHyken

SEPTEMBER 27, 2016

Dr. Michael LeBoeuf on. How to Win Customers and Keep Them for Life. Shep Hyken speaks with the author of one of his favorite customer service books, professor, speaker and world famous author Dr. Michael LeBoeuf. They discuss his timeless classic that was well ahead of its time titled, “How to Win Customers and Keep Them for Life.” Dr. LeBoeuf was a pioneer of his industry, who was discussing the customer experience well before it was a trend.

Loyalty 99

Loyalty Trends How To Sales 99

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Customers

transcosmos Information Systems

SEPTEMBER 27, 2016

Let’s face it. Almost everyone has gone digital—from businesses, governments, and yes, your customers. Based on the Ericsson Mobility Report , there were 2.6 billion smartphone subscribers in 2015 around the world and researchers expect the rate to grow to about 6.1 billion by the year 2020. While your customers are probably online all the time, chances are, this connectivity offers a new challenge on how to deliver exceptional customer service support for people on the go in this digital age.

Customer Service 87

Customer Service Social Media e-support How To 87

Topdown

SEPTEMBER 27, 2016

In an article for Forbes entitled “ Habituation and the Risk to Customer Experience ,” Adrian Swinscoe ( @adrianswinscoe ) relates the story of how a TED Talk by Tony Fadell ( @tfadell ), originator of the iPod and the Nest thermostat, got him thinking about the process of habituation and its effects – both positive and negative – on customer experience.

Communication 68

Communication Customers Customer Experience 68

Magellan Solutions

SEPTEMBER 27, 2016

Quora is one of the most popular Q&A sites today. On our Quora profile , we get lots of questions about outsourcing, call centers, and BPOs everyday. Here’s one of Magellan Solutions’ answers to a question posted on Quora (What are the pros and cons of locating a call center in the Philippines as opposed to India or some other country?).

Call Center 63

Call Center Telecommunications Culture System 63

iPerceptions

SEPTEMBER 27, 2016

Whether you're watching videos on YouTube, listening to music on Spotify or reading your favorite online publication, ads are everywhere, and many people are taking matters into their own hands.

Marketing 58

Marketing Video 58

LiveChat

SEPTEMBER 27, 2016

Jingle bells, jingle bells… yes, Christmas time is coming closer. For most shoppers it means searching for gifts they eventually will buy in the last possible moment. For you, it means more inquiries and more sales – if you only handle heavy traffic on your website and manage to send all gifts a day before Christmas Day. Relax, there’s still plenty of time to prepare everything.

Ecommerce 58

Ecommerce How To Social Media Policies 58

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Communication

Blueshift

SEPTEMBER 27, 2016

Marketers rely on customer journey mapping to optimize what customers see every step of the way. But with the rise of multiple devices and the perpetually connected customer (a.k.a “perpetuals”), it is becoming harder for marketers to define the different ways a customer interacts with content or products. In today’s increasingly complex environment, marketers must […].

Customer Journeys 53

Customer Journeys Connections Customers Interaction 53

transcosmos Information Systems

SEPTEMBER 27, 2016

Let’s face it. Almost everyone has gone digital—from businesses, governments, and yes, your customers. Based on the Ericsson Mobility Report , there were 2.6 billion smartphone subscribers in 2015 around the world and researchers expect the rate to grow to about 6.1 billion by the year 2020. While your customers are probably online all the time, chances are, this connectivity offers a new challenge on how to deliver exceptional customer service support for people on the go in this digital age.

Customer Service 48

Customer Service Social Media e-support How To 48

InteractionMetrics

SEPTEMBER 27, 2016

Our company recently began working with a website optimization service. As the introductory phone call drew to a close, our new account manager asked me to take a customer satisfaction survey—and told me, “That’s how I get paid.” This was useless, awkward, and inappropriate. It showed that what I had to say didn’t really matter. […].

Customer Satisfaction 43

Customer Satisfaction Survey Customers Net Promoter Score 43

Talkdesk

SEPTEMBER 27, 2016

You booked a plane ticket and an overpriced hotel room, and now you are ready to come to the SaaS Disneyland known as Dreamforce ’16 in San Francisco. Here is an insider tip: The best food in San Francisco is not right around Dreamforce. San Francisco is known for being one of the best cities in the world when it comes to dining. We asked Gadi Shamia, Talkdesk COO and a San Francisco resident, to collect some of his favorite dining options to recommend to you.

Conference 40

Conference Tips Hotels Innovation 40

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Tips

Blueshift

SEPTEMBER 27, 2016

Marketers rely on customer journey mapping to optimize what customers see every step of the way. But with the rise of multiple devices and the perpetually connected customer (a.k.a “perpetuals”), it is becoming harder for marketers to define the different ways a customer interacts with content or products. In today’s increasingly complex environment, marketers must […].

Customer Journeys 40

Customer Journeys Connections Customers Interaction 40

CSM Magazine

SEPTEMBER 27, 2016

CX network in partnership with Telecoms IQ are extremely excited to announce that the agenda for CEM in Telecoms Global Summit 2017 is now available to download! As customer demands constantly evolve and show no signs of slowing down, operators are mastering digital transformation to interact with customers in their preferred ways, through better channels, offer enhanced products and services plus revolutionising what customer experience really delivers.

CEM 40

CEM Case Study Omni-Channel Customer Centricity 40

Customer Interactions

SEPTEMBER 27, 2016

Whether Driving a Taxi or Defending the Free World, Service and Loyalty Go Hand in Hand

Loyalty 52

Loyalty Customers 52

Brad Cleveland Blog

SEPTEMBER 27, 2016

New technologies are not passive — to get good results, they must be implemented with foresight and good planning. Effective leadership requires a multifaceted approach, and a few important recommendations come to mind: Keep your eyes on the prize. The … Continue reading → The post New Technology: Leadership Is Essential appeared first on Brad Cleveland.

Leadership 26

Leadership Technology Multi-Channel Call Center 26

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

Provide Support

SEPTEMBER 27, 2016

The key to any business success is building trust and establishing strong relationships with customers as those are the main factors that contribute to customer loyalty and generate more sales. Very often though, we unknowingly create barriers that discourage customers from doing business with us, sometimes simply because we don’t realize they exist.

Infographics 73

Infographics Loyalty Customers Sales 73

Brad Cleveland Blog

SEPTEMBER 27, 2016

New technologies are not passive — to get good results, they must be implemented with foresight and good planning. Effective leadership requires a multifaceted approach, and a few important recommendations come to mind: Keep your eyes on the prize. The purpose of any new technology should be to support the governing principles and mission of your organization.

Leadership 20

Leadership Technology Government Multi-Channel 20

Brad Cleveland Blog

SEPTEMBER 27, 2016

New technologies are not passive — to get good results, they must be implemented with foresight and good planning. Effective leadership requires a multifaceted approach, and a few important recommendations come to mind: Keep your eyes on the prize. The purpose of any new technology should be to support the governing principles and mission of your organization.

Leadership 20

Leadership Technology Government Multi-Channel 20