Kayako

DECEMBER 22, 2016

The term ‘customer service’ evokes nostalgia for sales clerks in long aprons in country town emporiums. Some see it as the old-fashioned version of customer support. Many people can’t distinguish between terms ‘customer support’ and ‘customer service’. It’s confusing! Some businesses have rejected the term ‘customer service’ – in a bid to modernize an existing department – in favor of ‘customer support’ which sounds contemporary or even call it ‘customer success’.

Customer Service 219

Customer Service Software Customers Fashion 219

InMoment XI

DECEMBER 22, 2016

As a frequent user of Uber, I have been impressed with their gathering of customer feedback. What I find most admirable about the Uber rating system is the simplicity of the survey, riders seeing how their feedback is used, and mutual evaluations. Uber recognizes that the best customer experiences require respectful interaction between both the.

Feedback 218

Feedback Survey System Interaction 218

Customer Bliss

DECEMBER 20, 2016

Episode Overview. Amy Downs is the Chief Customer Success & Happiness Officer at Lifesize, a company enabling communication and collaboration among many mediums (their slogan is “connecting people to make their workplace great” ), was quite interesting. Her path to this role started as a software engineer. Like many Chief Customer Officers, Amy kept getting pulled in the direction of the customer, but needed to find her path to a formal role.

Customer Success 0

Customer Success Net Promoter Score Chief Customer Officer Leadership 0

Experience Matters

DECEMBER 22, 2016

If you’re thinking about improving your organization’s customer experience next year (and why wouldn’t you be?!?), then I hope you are also thinking about some changes in your organization’s culture. As I’ve said many, many times, your customer experience is a reflection of your culture and operating processes. It’s your culture that will sustain any improvements that […].

Culture 241

Culture Customer Experience Employee Engagement Customers 241

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

Alida

DECEMBER 22, 2016

For business leaders, the new year is often a time to reflect on the biggest business trends shaping the corporate world. It’s a time to reset, as well as look forward. There isn’t a shortage of predictions on what the next year will bring, and spotting the business trends that truly matter can be difficult. To help you separate the short-term fads from the disruptive trends, we’ve done the work for you.

Trends 0

Trends Social Media Advertising e-support 0

Michelli Experience

DECEMBER 22, 2016

Over twenty-five years ago I used to speak about managing the stress of the holidays. Those speeches were loosely based on the book Unplug the Christmas Machine: A Complete Guide to Putting Love and Joy Back into the Season. In it the authors, Jo Robinson and Jean Staeheli, essentially focused on four main themes: Prioritize gift-giving to those who truly need your gifts.

Customer Experience 169

Customer Experience Engagement Connections Sales 169

Experience Matters

DECEMBER 22, 2016

If you’re thinking about improving your organization’s customer experience next year (and why wouldn’t you be?!?), then I hope you are also thinking about some changes in your organization’s culture. As I’ve said many, many times, your customer experience is a reflection of your culture and operating processes. It’s your culture that will sustain any improvements that […].

Culture 200

Culture Customer Experience Employee Engagement Customers 200

ijgolding

DECEMBER 19, 2016

Having been involved in the world of Customer Experience for many years, nothing should really surprise me – I have very much witnessed the good, the bad and the ugly of business behaviour. However (there is usually one of those in my posts!!), every now and then, something happens to me or someone in my network that doesn’t just surprise… it shocks.

Feedback 162

Feedback Examples Survey Customers 162

InMoment XI

DECEMBER 20, 2016

The insights offered by neuroscience have taken the research world by storm and companies have developed both neuro- marketing and neuroscience research to implement a new way of thinking. As business professionals, our lives often involve one or more research reports every week, if not every day, providing an onslaught of facts and insights. Most. View Article.

Marketing 200

Marketing Data How To Report 200

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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.

Communication

Customer Bliss

DECEMBER 22, 2016

This post originally appeared on the CCO 2017 website. In today’s dynamic business environment, the one thing that should be of constant importance is the value of the customer as the lifeline of any organisation. Although many executives and business leaders are likely to agree with this notion, very few have successfully harnessed this belief and elevated the strategic importance of the customer’s needs to great effect.

Chief Customer Officer 0

Chief Customer Officer Omni-Channel Social Media Leadership 0

Experience Matters

DECEMBER 20, 2016

We published a Temkin Group report, The State of CX Metrics, 2016. This is the sixth year of this study that examines the CX metrics efforts within large companies. Here’s the executive summary: Temkin Group surveyed 183 companies to learn about how they use customer experience (CX) metrics and then compared their answers with similar studies we’ve […].

Metrics 185

Metrics Report Groups Study 185

GetFeedback

DECEMBER 20, 2016

If your company has customers, then it has a reputation. Here are 3 simple tips for online reputation management, plus some brands that are doing it right.

Brands 150

Brands Management Tips Company 150

InMoment XI

DECEMBER 20, 2016

The insights offered by neuroscience have taken the research world by storm and companies have developed both neuro- marketing and neuroscience research to implement a new way of thinking. As business professionals, our lives often involve one or more research reports every week, if not every day, providing an onslaught of facts and insights. Most.

Marketing 200

Marketing Data How To Report 200

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

NICE inContact

DECEMBER 19, 2016

For many years I have been a practitioner of both customer experience (CX) and Six Sigma , so I can personally speak to the unmatched advantages of bringing these two disciplines together. Independently, both Six Sigma and CX are powerhouses at driving business results, and when combined correctly, they provide a strong one-two punch for your organization.

Customer Experience 140

Customer Experience How To Entertainment Measurement 140

Experience Matters

DECEMBER 20, 2016

We published a Temkin Group report, The State of CX Metrics, 2016. This is the sixth year of this study that examines the CX metrics efforts within large companies. Here’s the executive summary: Temkin Group surveyed 183 companies to learn about how they use customer experience (CX) metrics and then compared their answers with similar studies we’ve […].

Metrics 139

Metrics Report Groups Study 139

CX Journey

DECEMBER 21, 2016

Image courtesy of miserablespice I originally wrote today's post for Intradiem; it appeared on their blog on December 16, 2014. Two years later, it's still relevant! 'Tis the season. Santa's making his lists and checking them twice. Oh no! Your company shows up on his CX Naughty List! What did you do wrong this year? In short, a lot. There are (at least) five categories in which companies continue to fall down when it comes to the customer experience.

Company 130

Company Culture Employee Experience Leadership 130

Beyond Philosophy

DECEMBER 19, 2016

On Black Friday, American retailers kicked off the holiday shopping season by opening their doors in the middle of the night, offering steep discounts, and giving away 100 percent of the money they took in. Wait – what was that last one? This year, outdoor clothing retailer Patagonia announced that it would give 100 percent of its Black Friday retail and online sales to grassroots environmental organizations.

Sales 114

Sales Banking Retail Effort Score 114

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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?

Customer Experience

CustomerGauge

DECEMBER 22, 2016

The “Internet of Things” (IoT) is easily the biggest buzzword in the tech sphere to break out into the mainstream in 2016. Just check out the search volume in that Google Trends data! We’ve seen smart home devices, one-button product purchases, and even the prospect of an employee-less supermarket (Amazon, take a bow). Rather than questioning whether […].

Customer Experience 101

Customer Experience Trends Data Customers 101

Feedback

DECEMBER 20, 2016

What is Customer Engagement? Customer engagement is used to describe the effect, reaction, connection, response, or experience of customers with one another or with a company or a brand. In today’s customer-driven world, customer engagement has increasingly become an initiative led not by the business or company, but rather by the customers themselves.

Customer Engagement 100

Customer Engagement Engagement Social Media Feedback 100

ShepHyken

DECEMBER 21, 2016

The holiday season is almost over. Christmas and Chanukah overlap and are just a few days away. Kwanzaa starts the day after Christmas. And, for those who enjoy Seinfeld humor, Festivus , the “airing of grievances and feats of strength” is on December 23. (And by the way, if you haven’t seen the hilarious Seinfeld episode with the holiday dinner at George’s home, put it on your must-see list.

Customer Service 88

Customer Service Wait Times Customer Service Training Sales 88

Beyond Philosophy

DECEMBER 22, 2016

What happens when you take the people out of an experience that was traditionally a human-based interaction? Does it make it better or worse? And what does this mean to the future of Customer Experience? Amazon and Uber might soon have answers for us on these questions. Amazon and Uber have been making headlines by eliminating the humans from areas of the Customer Experience where a person is usually involved.

Transportation 105

Transportation Retail Consulting Course 105

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Tips

Up Your Service

DECEMBER 21, 2016

Watch Ron Kaufman speak about overcoming these five roadblocks (6 minutes). Leaders often make mistakes when building a service culture throughout an organization. It’s not an easy task. To develop a culture that demonstrates true service leadership in your field, you must avoid these five common mistakes: 1. The frontline lacks top-down support. Often when organizations seek to improve their service performance, they rush to train employees on the front line.

Culture 85

Culture Leadership Training Call Center 85

CustomerGauge

DECEMBER 20, 2016

How often do you keep your New Year’s resolution? Come on, be honest! Did you really exercise four times a week this year? Or skip the desserts and that end of day cigarette? Shh, I won’t tell. Get on with your bad self.

NPS 79

NPS Exercises 79

ShepHyken

DECEMBER 23, 2016

This week on our Friends on Friday guest blog post my colleague, Dianna Booher, shares 10 lessons learned from a poor customer service experience. As Dianna says, changing any of these dynamics can help elevate your customer service. – Shep Hyken. A recent renovation in our home due to a water leak became almost a 4-month, full-time job for my husband.

Poor Customer Service 85

Poor Customer Service Customer Service Communication Industry 85

Wired and Dangerous

DECEMBER 19, 2016

As 2016 draws to a close it is a time to reflect on all of the good that came from the past year and to express our sincere gratitude to all of those who helped make the year the very best it could be. “Thank you!” These are arguably the two most powerful words in the English language. Customers love to hear and feel a sincere “thank you”. Imagine what would happen to your business if everyone increased their use of these two words with associates and customers.

Fashion 70

Fashion Communication Customer Expectations Customers 70

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.

Customer Insights

Provide Support

DECEMBER 20, 2016

How to Become an Expert in Customer Service. As a customer service manager or representative, you know first hand just how important it is to provide quality, effective customer service – especially in today’s world where social media dominates. Though these media platforms have undoubtedly played a monumental role in the changing landscape of customer service communication, customer’s wants and needs remain relatively unchanged.

Customer Service 66

Customer Service How To Social Media Consulting 66

Heart of the Customer

DECEMBER 21, 2016

As a B2B company, you have a great opportunity to see the big picture that is hidden from your clients. By serving multiple clients, you can see something they can’t – and that they most definitely need to know. Your clients use your products and services in a vacuum. They probably have a good idea […]. The post Help your B2B clients, help yourself appeared first on Heart of the Customer.

B2B 66

B2B Company Customers Customer Experience 66

ShepHyken

DECEMBER 20, 2016

Scott Friedman Discusses the Power of Surprise in Creating Customer Engagement. Would you like to learn how your organization can stand out, create customer experiences and use celebration as a strategic tool? Shep Hyken speaks with Scott Friedman, Certified Speaking Professional, and past president of the National Speakers Association (NSA) about his book, Celebrate!

Travel 80

Travel Innovation Customer Engagement Engagement 80