Thu.Oct 27, 2016

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Thirty Drivers of Value Perceptions, or Why Customers Love Your Company

InMoment XI

Customers love a company because they perceive value in their interactions with its people, products, and services. As customer experience (CX) professionals, we usually measure this sense of value with the Net Promoter Score®, or NPS®, which is a nominal indication of how likely the customer is to recommend the company to another person, and.

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The Changing Pattern of Consumer Communications

Experience Matters

For the past several years, we’ve been examining how U.S. consumers prefer to communicate with each other, analyzing their answers to the question, Which method would you most likely use to communicate with your friends? As you can see in the figure below: Text messages are on the rise (+8 points between 2012 and 2016), while […].

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Thirty Drivers of Value Perceptions, or Why Customers Love Your Company

InMoment XI

Customers love a company because they perceive value in their interactions with its people, products, and services. As customer experience (CX) professionals, we usually measure this sense of value with the Net Promoter Score®, or NPS®, which is a nominal indication of how likely the customer is to recommend the company to another person, and. View Article.

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CX process mapping: Kill a stupid rule

Customer Bliss

We spend a lot of time in companies discussing “process mapping,” which is — theoretically, and sometimes in reality — a way to make our processes more effective. If you’ve had a number of enterprise-type jobs, you’ve probably seen the dreaded idea of “process for the sake of process,” whereby all these rules and processes are layered on top of each other before any action can be taken.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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5 Tips for Managing Customer Expectations

Comm100

Customer satisfaction is dependent upon knowing your customers’ needs and expectations. But your ability to meet, and even exceed customer expectations is often dependent upon what customers think their experience should look like. While there are many factors that can influence expectations, from a competitor’s offer to news coverage of a fantastic customer success story, some of these factors are within your control.

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Facebook Fail: why customer service metrics matter so much for marketers these days

Bold360

Three seconds. What can you do in three seconds? Not a whole lot it would seem. Three seconds isn’t enough time to apply lipstick, nor is it enough time to check your phone. It’s not even a sufficient amount of time to update your Facebook status. But apparently it’s enough time to effectively evaluate whether or not a video has been viewed by any particular user.

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Not so EasyJet – the importance of a customer promise

Ian Williams

Now, you might be forgiven for initially thinking that this is yet another blog whinging about poor customer service from a major brand that is already well known for not offering particularly good customer service. But it isn’t. That isn’t to say that I wasn’t on the receiving end of poor service, because I actually was. However the underlying message behind this story goes a little bit deeper.

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Why great CX measurement is invaluable to retailers — BloomReach (video)

ForeSee

Here at ForeSee, we often get asked for a quick elevator pitch on why improving the customer experience is the greatest competitive weapon retailers have in their arsenal. Watch ForeSee VP of Retail Sales Dan Chester do just that in this interview with BloomReach. The post Why great CX measurement is invaluable to retailers — BloomReach (video) appeared first on ForeSee.

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3 Employee Engagement Best Practices You Can Learn From Customers

LiveChat

Your customers’ experience is directly related to your employees’ experience, and with employee engagement levels as low as they are , customer experience is likely to suffer. While low employee engagement is problematic, it’s not exactly surprising. It’s not uncommon for employees to see their managers as unapproachable slave drivers that are constantly telling them that if they have time to learn, they have time to clean.

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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?

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I Found My Customer’s Heart in San Francisco

Customer Interactions

So said Larry Yusuf, head of customer analytics at IBM, one of the mainstage presenters at Forrester’s CXSF 2016 conference, which I had the pleasure of attending last week in San Francisco. While the line got a hearty chuckle from the sizeable crowd of customer experience professionals in attendance, it spoke quite well to what I’d consider the dominant theme of this show: If their New York event boiled down to a focus on simplicity in customer-facing applications and processes, its West Coast

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E-Gov satisfaction remains virtually unchanged despite a turbulent election season

ForeSee

Calling the 2016 Presidential election season “turbulent” would be a modest way of describing it, many may agree. But despite that, citizens’ satisfaction with online government services remains high, according. The post E-Gov satisfaction remains virtually unchanged despite a turbulent election season appeared first on ForeSee.

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The Measures Every Contact Center Should Have

Brad Cleveland Blog

Establishing the right measures and objectives is one of the most important responsibilities in leading and managing a contact center successfully. But there’s a significant inherent challenge, which has only become more difficult with the introduction of new channels and social contacts – we produce mounds of data!

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4 Tips to Ace Your First 90 Days as a Support Manager

Kayako

Finding your comfort level in a new job can be arduous for you, and your colleagues as you absorb your responsibilities. For customer support managers there are many duties to get your head around. Your first 90 days as a new manager are scary, and more so if you are pioneering a role in the company. How do you navigate the start of your journey with a company?

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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The Measures Every Contact Center Should Have

Brad Cleveland Blog

Establishing the right measures and objectives is one of the most important responsibilities in leading and managing a contact center successfully. But there’s a significant inherent challenge, which has only become more difficult with the introduction of new channels and social contacts – we produce mounds of data!

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How Wi-Fi Location-Based Services Can Step Up Your Public Safety Game

Avaya

My first job out of college was working on Sonar Systems for the U.S. Navy. Modern sonar systems passively listen in the ocean to identify targets by the sounds they make. To the Sonar System everything is a target. Targets are classified as unknown, hostile or friendly. Target classification is determined by noise signatures, behavior, heuristics, etc.

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[Infographic] A Comparison Of The Most Used Data Management Platforms In Canada

iPerceptions

As programmatic cross-channel advertising becomes a standard practice among businesses, marketers are assessing better ways to gather and utilize first-party data (Your website user data).

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Avaya Oceana: Riding the Next Wave in Customer Experience

Avaya

Earlier this month, the CFI Group, which issues the annual American Customer Satisfaction Index, issued the Contact Center Satisfaction Index (CCSI). Here are some of the key findings : The index shows a four-point decrease in customer satisfaction from 2015 to 2016, sliding to the lowest score in the nine-year history of the report. Difficulties are driven by the ability (or lack of) to quickly and effectively solve customer issues: Only 52% of contacts were resolved on the first contact and a

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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.