InMoment XI
JULY 26, 2016
Telecom Dream Becomes Nightmare But Has Happy Ending Recently, I needed to have a hard-wired internet line installed at my house to be better able to work remotely. We already had service with this Internet Service Provider (ISP) but my wife had been involved with the original installation of the service. This time around, it. View Article.
Experience Matters
JULY 26, 2016
Our research shows that emotion has a significant impact on customer loyalty, yet is almost entirely ignored. To help companies recognize and tap into the power of customer emotion, we started the “Intensify Emotion” campaign. As part of this campaign, we’ve created the Intensify Emotion Provider Showcase as an opportunity to highlight some of the vendors who […].
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InMoment XI
JULY 26, 2016
Telecom Dream Becomes Nightmare But Has Happy Ending Recently, I needed to have a hard-wired internet line installed at my house to be better able to work remotely. We already had service with this Internet Service Provider (ISP) but my wife had been involved with the original installation of the service. This time around, it.
Kerry Bodine
JULY 26, 2016
I love bringing our clients’ customers into journey mapping workshops. There’s nothing quite like hearing about customers’ enjoyable, confusing, and downright frustrating experiences while talking with them face to face. But at the outset of our journey mapping projects, many of our clients worry that they won’t be able to convince any customers to join them.
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Customer Bliss
JULY 26, 2016
Episode Overview. Welcome back to The Chief Customer Officer Human Duct Tape Show. In this episode I speak with Renee Cacchillo, who is the Senior Vice President of Customer, Brand and Technology at the Safelite Group. Renee’s path to customer experience leadership is one I like to highlight because she earned her role through the years by proving her ability to lead and run a successful operation.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
CX Journey
JULY 26, 2016
Image courtesy of Skley How does customer experience fuel innovation? I was honored to be a guest on #innochat on Thursday, July 21. Innochat is a weekly Twitter chat (Thursdays, 9am PT) about innovation and covers a wide range of topics and angles. If you love talking innovation, make time for this chat every Thursday. The topic on July 21 was one of my favorites: customer experience, of course.
Wired and Dangerous
JULY 26, 2016
I once had a wonderful colleague whom I worked with as a co-facilitator of workshops with senior leaders. He was a very bright and confident presenter who could lead a spirited discussion with the most challenging participant. He also loved to tell stories. His stories were typically long and detailed. But, he never learned an important storytelling principle: enchanting participants to join him on a long, detailed fable only works if the story’s punch line is insightful or compelling enough t
ShepHyken
JULY 26, 2016
Annette Franz Reveals the 7 Deadly Sins. of Customer Service. Shep Hyken speaks with customer experience expert, Vice President of Client Experience at Compellon and author of the popular blog CX Journey™, Annette Franz. In this high-content packed interview, they discuss seven deadly “sins” of the customer experience. Annette shares tips that can help you prevent some of these deadly sins.
Magellan Solutions
JULY 26, 2016
Providing customers a 24/7 answering service is a sure way of keeping them satisfied. This ensures that their inquiries, complaints, and follow-ups get addressed immediately by a company representative. However, as your customer base grows, you might find it difficult to keep up with incoming and outcoming communications. You might find that you need additional staff, better tools, and bigger infrastructure.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Natalie Petouhof
JULY 26, 2016
Tweet The need for customer experience to improve is not a myth. In fact, here’s why. Noted psychology researcher and writer Mihaly Csíkszentmihályi observed in 1998 that people who perform seamless, sequence-based activities on a regular basis are happier than people who don’t [i]. He coined the term “flow” to describe this behavior. With the advent of CoIT, we’ve actually imposed a new set of demands on our customer’s brains.
Up Your Service
JULY 26, 2016
Recently, I was visiting a company to demonstrate UP! Your Service and the CEO said to me, “We want to achieve world-class standards in our service. How can your company help us get there?”. Caught between making a first good impression with the senior leader and being truthful to myself, I deliberated for a few moments before sharing my experience with his company.
Think Customers
JULY 26, 2016
As customers continue to increase their use of digital channels and self-service tools for customer service, it's only natural that the volume of calls hitting contact centers has been shrinking. Indeed, while volume in every digital channel continues to grow for customer service, contact centers have seen call volumes decrease by 12 percent, according to the 2016 Global Contact Centre Benchmarking Report conducted by Dimension Data.
Avaya
JULY 26, 2016
Michael Phelps. Usain Bolt. Simone Biles. We’re just a week away from watching these decorated athletes take the world stage at the Rio Olympic Games. With millions watching from around the globe, records will surely be broken in the pool, on the track, and atop the balance beam. I love the Olympics. While the world struggles with so many negative events (including some that are plaguing the Olympic host city of Rio), every two years the Olympics remind us to be proud of our roots and our fellow
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Talkdesk
JULY 26, 2016
Omnichannel experiences are all the rage these days. From marketing to customer service to sales strategy, omnichannel is the latest, greatest buzzword. In this week’s installment of the customer experience weekly, we’ll be diving deep into omnichannel customer experience. Let’s see what we found: What’s the Difference Between Omnichannel and Multichannel Customer Support?
Waypoint Group
JULY 26, 2016
Editor’s note: Here’s a quick one-sentence recap of part one: Giving bonuses based on feedback scores and focusing on good feedback scores are generally bad ideas. If you didn’t read it, feel free to check it out here. In part 1 of this two-part series you learned the hazards of incentivizing feedback and feedback management. In this segment, we’ll take a […].
iPerceptions
JULY 26, 2016
Millennials, also known as Generation Y, are a big deal, and I’m not just saying that because I’m one of them.
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.
Alida
JULY 26, 2016
At the 2016 Asia Pacific Customer Intelligence Summit , over 200 professionals from marketing, market research, innovation and customer experience gathered for a day of learning and networking and to celebrate the achievements of the most customer-centric companies in the region. The full-day event in Sydney featured some of Asia Pacific’s biggest brands and explored provocative perspectives on the state of customer insight.
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