Thu.Jun 09, 2016

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Improve customer experience through design for reliability

Customer Bliss

“Proactive experience reliability and innovation” — which is another way of discussing design for reliability — is one of my five customer experience competencies , which I’ve developed over 30+ years of doing this customer-driven work with companies of all sizes. In Episode 3 of my new podcast , I talk a good deal about design for reliability with Scott Dille, a Senior Vice President at Northern Trust.

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Building Customer Loyalty: 3 Habits That Create Strong Customer Connections

Who's Your Gladys?

It takes more than quality products and services to gain customer loyalty. It’s the “customer experience” that makes or breaks client ties. By developing a few simple habits, you can win new business and keep long-term customer relationships strong. Here are three habits worth reinforcing: The Clarity. The post Building Customer Loyalty: 3 Habits That Create Strong Customer Connections appeared first on Who's Your Gladys?

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How to Get a Pay Rise as a Customer Support Manager

Kayako

Almost everybody would like to get paid more for the work they do… but not everyone has the ability or guts to ask for a pay rise. It can be overwhelming. Particularly for humble customer support teams, who are secretly people pleasers, and find it difficult to put themselves before others for a change. Consider this: in the average annual salary review, you’ll be offered a 5% pay rise.

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The Customer is Changing: Decipher the Clues

NICE inContact

No, this is not another story about how customers are changing because of iTunes, hands-free calling, mobile shopping, show-rooming or what Zappos and Amazon are doing now. This is a story about finding the hidden gems in your customer interaction data. And the good news is you don’t need “Big Data” to find them. Every customer interaction has value from an intelligence perspective.

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From Data to Decisions: Maximizing Retail Potential with AI

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.

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How to Get a Pay Rise as a Customer Support Manager

Kayako

Almost everybody would like to get paid more for the work they do… but not everyone has the ability or guts to ask for a pay rise. It can be overwhelming. Particularly for humble customer support teams, who are secretly people pleasers, and find it difficult to put themselves before others for a change. Consider this: in the average annual salary review, you’ll be offered a 5% pay rise.

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15 More Reasons to Map Customer Journeys

CX Journey

Image courtesy of CountyLemonade Still not convinced you need to map customer journeys? Earlier this week, I wrote about how eye opening journey maps and journey mapping workshops are. If you aren't mapping yet and still need to be convinced, I'll do my best to provide you some more reasons to map customer journeys. More? Yup. A couple years ago, I wrote a popular post titled 18 Reasons to Map Customer Journeys.

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The Only Way to Improve Your Net Promoter Score

Promoter.io

This might sound kind of weird to hear me say but, as a company, your goal shouldn’t be to simply “increase your NPS score”. Let me explain. Your Net Promoter Score is simply a reflection of your customers’ sentiment. It’s a result of your efforts, not the goal itself. If you’re solely focused on increasing […]. The post The Only Way to Improve Your Net Promoter Score appeared first on Promoter.io Blog.

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Are Your Customer Communication Touchpoints This Stupid?

Topdown

The title of Micah Solomon’s recent Forbes article caught my eye: “ Stupid Touchpoints Are Worse Than No Touchpoints in Customer Service and Customer Experience.” It proved to be an entertaining and worthwhile read, reminding those of us in customer experience (CX) and customer communications management (CCM) to think very hard about the reasons and ways we touch customers before we start touching them inappropriately (i.e., everywhere, all the time, and turning them off in the process).

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Avoiding Customer Experience Blunders

Think Customers

When it comes to designing, delivering, and optimizing the customer experience, it's amazing how many mistakes companies make. Recently, experts in the space have been busy writing about how to avoid making such blunders. . There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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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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In Wireless Provider Customer Satisfaction, T-Mobile Leads The Pack

ForeSee

Contrary to the assumption that everyone is unhappy with their wireless provider, a new report shows that overall customer satisfaction is fairly high — with ForeSee client T-Mobile leading. The post In Wireless Provider Customer Satisfaction, T-Mobile Leads The Pack appeared first on ForeSee.

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40 Ways to Name to Your Customer Service Department

CSM Magazine

When it comes to choosing a name for your customer service department you can be as creative as you want to be or take a more traditional approach. The choice is yours! Here are a few ideas to get you started. Customer Relations Department. Client Service Center. Customer Service. Customer Services. Client Service Department. Client Service Support.

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From the Field: Lithium Technologies and Microsoft Dynamics Partner To Create A Total Community Digital Strategy

Natalie Petouhof

Tweet Is social CRM dead? Depends on what you consider social CRM to be. With the partnering of Lithium Technologies and Microsoft Dynamics, we will see yet a new and more extensive version of intelligent customer engagements. The partnership includes Microsoft Dynamics and Lithium’s community data, social customer intelligence and analytics. The expectation of the value of an online community is often associated with cost savings – just as call deflections can reduce the costs of customer servi

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10 Things Only Call Center Agents Understand

Talkdesk

Being a call center agent is a unique experience. From the call queues to the adamant repeat callers, it’s hard to sum up exactly what it’s like to man the phones. But… we thought we’d try anyway. Here are ten things only call center agents will understand: 1.You’ve “Worked from Home” in Six Different States. Cloud-based call center software is a beautiful thing. 2.

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The State of Customer Onboarding 2024

Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.

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Brand-loyal to a fault: Brainwashing or persistently positive customer experience?

Avaya

I was on a call the other day when my husband, a once avid runner looking to get started again, texted me a picture from the shoe store. He had dropped in to browse running shoes from his favorite manufacturer and wanted my opinion on the style and color of one particular pair. Now, I’m no running shoe snob, but these were the ugliest shoes I’ve ever seen.

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Analytics Breakthroughs: How to Really Know What Your Customer Wants from You

CSM Magazine

In business today, excellence in customer experience is not just a buzzword. It is an absolute necessity. Even so, it remains a rare experience. But what if e-commerce merchants had the ability to not only collect massive amounts of data about their customers’ experience and behavior, but also to use it to anticipate and deliver the seamless, targeted experience those customers really want?

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What next for Sports Direct?

Smith+co CX

As Mike Ashley stood before MPs this week to defend his business, it was clear that he didn’t have a handle on everything that was happening within his own company, and the Sports Direct boss went on to admit as much. Now, I’m no great fan of Sports Direct, but there’s no denying that as a ‘business’ it’s been incredibly successful, growing rapidly by getting the value equation perfect for their customers.

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Customer Experience Paradise by the Dashboard Light

Customer Interactions

With a Clear View of CSAT Scores, NPS, Social Sentiment and More, You Can See Forever

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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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Recent Statistics on Employee Engagement

Brad Cleveland Blog

Here are some recent statistics that we gathered for the latest issue of The Edge of Service. Compared with disengaged employees, highly engaged employees are more than 4X as likely to recommend the company’s products and services and do something good for the company that is not expected of them, 2.

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Recent Statistics on Employee Engagement

Brad Cleveland Blog

Here are some recent statistics that we gathered for the latest issue of The Edge of Service. Compared with disengaged employees, highly engaged employees are more than 4X as likely to recommend the company’s products and services and do something good for the company that is not expected of them, 2.