October, 2015

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Consistent, Quality Customer Service—Fairy Tale or Reality?

InMoment XI

Don’t Gamble with Customer Service. The sun rises in the east and sets in the west. Two plus two equals four. There will be a torrential downpour of rain exactly 5 minutes after you’ve finished washing your car. These are all things we come to expect in life. They are tried and true—consistent to the. View Article.

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Hyper-connected workplaces: how wearable devices could transform sales and service

Vonage

In a world where technology is increasingly mobile, wearable devices are the obvious next step. Technology that you carry in your pocket is standard – now it’s time for technology that you can wear. This year’s Dreamforce focused on how to make the workplace more agile and integrated – and wearables are the devices to enable this. Daniel Debow , SVP, emerging technologies, Salesforce, said “wearables are the next phase of the mobile revolution” and at NewVoiceMedia, we couldn’t agree more.

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Evolution of the support rep: from outsourced to in-office

Kayako

The customer support rep role has travelled the world and back. It’s taken many different forms from outsourced, to remote work, and now it’s back to the office. Labor that was once seen as cheap and necessary is now a highly regarded role. Here at Kayako, we were built in India. We had two main offices before our London team was even born, and we are in no way outsourced (if anything, we’re offshored to Europe!).

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Customer Experience Design: 3 essential (design) skills for creating a great customer experience

ijgolding

One of the six competencies required in the armory of all Customer Experience Professionals is defined by the Customer Experience Professionals Association (CXPA) as ‘Experience Improvement & Design’ To become a Certified Customer Experience Professional (CCXP), you would need to have knowledge of the following: Design thinking and customer co-creation approaches.

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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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Report: State of Voice of the Customer Programs, 2015

Experience Matters

We published a Temkin Group report, State of Voice of the Customer Programs, 2015 : This is the fifth year that we’ve benchmarked the competency & maturity of voice of the customer programs within large organization. Here’s the executive summary: For the fifth year, Temkin Group has benchmarked the voice of the customer (VoC) programs within large organizations.

Report 224

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Consistent, Quality Customer Service—Fairy Tale or Reality?

InMoment XI

Don’t Gamble with Customer Service. The sun rises in the east and sets in the west. Two plus two equals four. There will be a torrential downpour of rain exactly 5 minutes after you’ve finished washing your car. These are all things we come to expect in life. They are tried and true—consistent to the.

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Do a reality check on your customer experience

Vonage

It is easy to think your service efforts are exceptional. Often the reality does not match your opinion. An often quoted piece of research from Bain and Co. tells us how executives tend to misread their performance. When surveying 362 firms, they found that 80 percent believed they delivered a superior experience to their customers. However when customers were asked about their view, they rated only eight percent of companies as delivering a superior experience.

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The cheapest, easiest, and fastest change in customer support is language

Kayako

Last week, Sarah Hatter of CoSupport and Sarah Chambers of Kayako joined forces to present a fantastic live webinar about the top five customer support mistakes all businesses make, and how to conquer them. Sarah Hatter founded CoSupport in 2011, and in 2014 released her first book The Customer Support Handbook. Sarah also hosts UserConf, a designated forum for support professionals hosted in several different cities.

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People – Never Underestimate How Important They Are in the World of Customer Experience

ijgolding

Over the last few weeks, I am saddened to confirm that I have been on the receiving end of some shocking customer experiences. Only recently, I wrote a post describing my shambolic experiences in Zimbabwe and South Africa. Whilst many of the issues I faced were as a result of poorly designed and managed customer journeys and business processes, I was astounded at the lack of ability from most of the people I interacted with to EMPATHISE with the situations I found myself in.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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100 Customer Experience Tips in 105 Characters (Or Less)

Experience Matters

I’ve decided to take on a personal challenge: Tweeting a new customer experience tip for 100 straight days. After accounting for the overhead in each tweet (like referring back to this post), I’m only left with about 105 characters. Hopefully I can keep up the pace and pack insight into that limited space. I’ll be using the hashtag, #CXtip, so you can follow along on twitter (or just keep coming back to this post).

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Episode 7 – Empower Your Teams to Succeed in the Customer Experience - Transforming the Customer Experience

Kristina Evey

The key to a great customer experience is empowering your staff to take the initiative and work in the best interest of both the customer and your company. This podcast asks some tough questions to make you think in terms of allowing your staff to act as if they own the company. The key to a great customer experience is empowering your staff to take the initiative and work in the best interest of both the customer and your company.

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Consistent, Quality Customer Service—Fairy Tale or Reality?

InMoment XI

Don’t Gamble with Customer Service. The sun rises in the east and sets in the west. Two plus two equals four. There will be a torrential downpour of rain exactly 5 minutes after you’ve finished washing your car. These are all things we come to expect in life. They are tried and true—consistent to the.

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Seven technologies to improve customer service in SMBs

Vonage

Which technologies really can improve customer service? We’ve compiled the opinions of John Goodman, a leading customer experience researcher and author of Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service , who shared his findings in our webinar, ‘ Customer Experience 3.0: Ten Critical Technologies to Transform Customer Engagement ’.

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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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Win a ticket to UserConf and The Customer Support Handbook by Sarah Hatter

Kayako

We’re giving away a ticket to UserConf San Francisco and copies of Sarah Hatter’s book The Customer Support Handbook. Don’t miss your chance to win this amazing prize! Read this post to find out how you can enter. We were recently joined by CoSupport founder, UserConf host, and all-round lovely lady Sarah Hatter for a webinar about common mistakes that support teams make.

Handbook 219
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How Metrics Hide Serious Customer Experience Problems

Experience Investigators by 360Connext

It’s not every day you solve a $50,000 problem. That’s what the customer service manager had just done. It was a billing issue that fooled the company’s CRM system into thinking a customer’s payment had been processed when it really hadn’t. Incredibly, the IT department was able to fix the issue in just a few […].

Metrics 226
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Report: ROI of Customer Experience, 2015

Experience Matters

We published a Temkin Group report, ROI of Customer Experience, 2015. This research shows that CX is highly correlated to loyalty across 20 industries. Here’s the executive summary: To understand the connection between customer experience (CX) and loyalty, we examined feedback from 10,000 U.S. consumers that describes both their experiences with and their loyalty to 293 companies across 20 industries.

ROI 258
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Episode 8 – Preparing Your Teams to Transform the Customer Experience - Transforming the Customer Experience

Kristina Evey

Preparing your teams to improve and transform the customer experience is key. Most companies get it wrong. This podcast episode walks you through step by step how to preframe your initiative to get your teams in the right mindset by letting them know why your company is focusing on this, what they’ll gain from this focus, and what you expect from them.

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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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Forrester Forum 2015

InMoment XI

How CX Will Make or Break Your Company’s Future Last week I had the privilege of attending CXSF 2015: Forrester’s annual forum for customer experience professionals in San Francisco. Pacesetters from businesses that are iconic for CX and entrepreneurs that are disrupting the CX space presented on digital CX strategies. Topics included digital CX and.

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Why good customer service is the key to growing your SMB

Vonage

Customer service is too often thought of as a necessary evil – something which you have to provide, but a service that’s not a priority when you’ve got 101 things on your mind. However, for SMBs – and businesses of any size for that matter – good customer service is key to growing. After all, if customers aren’t happy, they won’t come back. Here, we explain why good customer service is essential for growing your SMB – and how you can get it right.

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Why great customer service is important for every part of the business

Kayako

Every company will tell you customers are their #1 priority, but few “walk the walk” when it comes to delivering the kind of remarkable service that keeps customers coming back for life. When I think back to my own experiences, only a few times have I truly been blown away by customer service and made to feel like a truly valued customer, instead of just another ticket that needs to be dealt with.

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User Experience and Customer Experience: What’s the Difference?

Experience Investigators by 360Connext

All of our customers are users… That may be true, but is there another way to look at the experience? Our Chief Customer Experience Investigator™ Jeannie Walters was part of a panel discussion with a brilliant group of enlightened leaders at the WebVisions Chicago conference, and this question came up: Is there a difference between User Experience […].

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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.

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Emotions, Behaviors, CX, and Colin Shaw

Experience Matters

Are Customer Emotions & Behaviors the Future of Customer Experience? That’s a question that Colin Shaw and I recently discussed/debated during a joint webinar. You can see a recording of the session below. If you don’t have time to watch the recording, then here’s a quick summary: “ Yes! ” Customer experience is all about people (human beings!

eBook 237
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Episode 9 – Creating the Ideal Culture to Deliver Amazing Customer Experiences - Transforming the Customer Experience

Kristina Evey

A customer centric culture is essential in delivering amazing customer experiences. This podcast walks you through the steps of defining and creating your ideal culture that will allow your staff to work with customers in the best possible way. A customer centric culture is essential in delivering amazing customer experiences. This podcast walks you through the steps of defining and creating your ideal culture that will allow your staff to work with customers in the best possible way.

Culture 120
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Why You Should Be Designing Experiences, Not Products

InMoment XI

Product. Designers think they are building it, marketers think they are promoting it, and sales people think they are selling it. They are all dead wrong. “The Product” I shudder when corporate denizens refer to the goods and services of their organization as “the product.” It’s so clinical and distant. It’s as if they are. View Article.

Sales 200
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Who Benefits from Business Live Chat?

Velaro

Business live chat can never offer maximum ROI if its priorities are not set by the customers’ needs. Last month, Chris Cancialosi shared an example of how what is convenient for your customer service team is not always what’s convenient for your customer. This applies to use of live chat as well – though live chat software may make things easier for you, if the way you use it doesn’t improve the experience of doing business with you for your customer, you may actually be shooting yo

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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

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Why it’s so important to get customer service right first time

Kayako

Good customer service is powerful for any company. Through word of mouth, positive experiences resonate through people’s networks. You can attract new customers while also retaining your current ones, making them more loyal. As Jeff Bezos put it: “ We see our customers as invited guests to a party, and we are the hosts. It’s our job everyday to make every important aspect of customer experience a little bit better.”.

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Customer Satisfaction Versus Customer Loyalty

Comm100

If your business sells goods or services online, then you know that nothing beats having a new customer visit your website and then make a purchase. But, the sale is just the beginning of the journey with your new customer. Once the customer makes a purchase, you must ensure that he/she is satisfied with it. Many people confuse satisfied customers with loyal customers, and while they do share similar traits there are a few differences.

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Common Knowledge is Not So Common

Michelli Experience

I’d just crossed through a sentence I’d written in a training series for the retail team at Godiva. To me, the sentence stated the obvious when it came to the importance of “product knowledge.” My internal dialogue went something like, “Who doesn’t know that, Joseph? It’s time to take a break and come back at this from a different angle.” Fast forward an hour as I was in a new restaurant asking my server a question about an item on the menu.

Retail 139