Vonage
OCTOBER 2, 2017
The essential principles of customer service are timeless, but consumer expectations are not. Customers have always wanted a friendly, efficient and reliable service, but with the development of new technology, their expectations have been raised. They want a more efficient service than before. They don’t just want friendly; they want to feel like the service has been personalized for them.
InMoment XI
OCTOBER 3, 2017
An American song artist once wrote, “Every day I’m shufflin’ shufflin’ shufflin’”. Really, that sums up what customer experience (CX) should be—something you do every day. Having a pleasant CX experience isn’t a destination or goal you achieve, but rather, a mindset you have. My wife recently had two experience that drove home the importance.
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Customer Bliss
OCTOBER 5, 2017
You have probably heard of the Equifax scandal by now, which has ratcheted up to being called “a tragedy.” 143 million accounts — that would be equivalent to about 40% of the people in the United States — were compromised. Their former CEO, Richard Smith, testified before Congress recently. This is one part of the exchange: “It’s like the guards at Fort Knox forgot to lock the doors and failed to notice the thieves were emptying the vaults,” Greg Walden, the chairman of
Experience Matters
OCTOBER 3, 2017
Once again, Temkin Group is publishing a new infographic as part of our CX Day celebration. Take a look at last year’s ultimate CX infographic. Here are links to download different versions of the infographic: Infographic: in.jpg format, in.pdf format 18″ x 24″ poster: in.jpg format, in.pdf format This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.” It is part of a broader celebration of Customer Experience Da
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Vonage
OCTOBER 2, 2017
Social media has changed the rules of customer service. There was a time when if a customer wanted to complain, they’d have to dial the customer service number and then wait in a queue for 10, 20 or 30 minutes. If they were a bit irritated when they picked up the phone, they were likely to be fuming by the time they got through to an agent. This was partly due to the long wait, but also due to the fact that this set-up led to customers not feeling in control or valued in any way.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Beyond Philosophy
OCTOBER 2, 2017
. The Three Trends You Can’t Ignore in CX Today. As a Customer Experience professional, understanding three trends today is imperative. Without accepting these tenets, you are thwarting your success before you even begin. However, if you can accept them, you are poised not only to deliver an excellent experience, but you will also position yourself to move it to the next level of greatness.
Experience Investigators by 360Connext
OCTOBER 4, 2017
The first week of October is both Customer Service Week and the week of CX Day! This week of celebrating success through CX and better customer service is an important reminder that we all serve a role in this. But customer service has a special place in the way a customer feels about your brand! J Cubed!! RT @360Connext : Jason Dabrowski @jeanniecw and @Dragonburger75 loooove customers!
Vonage
OCTOBER 2, 2017
A government employee questioned whether my service teaching had any value for his department. After all, he reasoned, why bother providing customer service excellence to “captive customers” who have no choice? I’ve got many answers to this loaded question. These three pack a punch: First, captive customers may have no choice about whether or not to work with an internal department or government agency, but they have plenty of choice about the attitude they bring to the interactions.
InMoment XI
OCTOBER 3, 2017
An American song artist once wrote, “Every day I’m shufflin’ shufflin’ shufflin’”. Really, that sums up what customer experience (CX) should be—something you do every day. Having a pleasant CX experience isn’t a destination or goal you achieve, but rather, a mindset you have. My wife recently had two experience that drove home the importance. View Article.
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ShepHyken
OCTOBER 3, 2017
Doug Bell Discusses Improving the Customer Experience. Would you like every employee to know how they fit into your company’s customer experience? Shep Hyken interviews Doug Bell, founder of The Experience Manager , a system that helps manage and unify the entire customer experience. Featured Interview: Shep and Doug discuss the importance of unifying the customer experience throughout an entire company.
AskNicely
OCTOBER 6, 2017
Introducing an all-new, weekly series on the blog called “Ask Abby Nicely”, where customer success manager Abby Castro answers your most pressing NPS questions every week. Stop me if you’ve heard this one before. You get the email from your boss. “We need to find an NPS solution—like, yesterday! Who wants to lead the charge?
Vonage
OCTOBER 2, 2017
When a business clearly defines its customer service culture in its mission statement, values and goals, great things can happen. The right words inspire, motivate and encourage people to achieve excellence. A great example of how a finely crafted mission statement can create a customer service culture comes out of Singapore. The colonial post office in Singapore’s financial district has been transformed into the luxurious Fullerton Hotel.
InMoment XI
OCTOBER 5, 2017
In case you hadn’t noticed, the amount of data in the world is increasing at an exponential rate. For example, every minute there are nearly 4.2 million posts uploaded to Facebook, nearly 3 million tweets, and thousands of responses to open-ended survey questions. I’m often asked about all this unstructured data and how companies can.
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ijgolding
OCTOBER 2, 2017
This post is part of the Customer Experience Professionals Association’s Blog Carnival celebrating customer experience. It’s part of a broader celebration of Customer Experience Day 2017. Check out posts from other bloggers at the blog carnival. And learn more about CX Day at: [link]. On the 3rd October 2017, the world will once again celebrate CX Day.
GetFeedback
OCTOBER 5, 2017
Millennials are now the largest consumer demographic in the world, and their preferences have made an major impact on how we think about customer service.
NICE inContact
OCTOBER 3, 2017
There are lots of quotes about making mistakes, undoubtedly because we all mess up sometimes. Personally, my favorite of these quotes is “It’s not how we make mistakes, it’s how we correct them that defines us,” and this couldn’t be truer when it comes to customer service. Organizations put a lot of emphasis on avoiding mistakes, focusing intently on quality assurance programs and processes with an aim for perfection.
Steve DiGioia
OCTOBER 2, 2017
I thought I was hearing things. This original article was written by Steve DiGioia. Deep inside my sleep-induced stupor I heard a faint “ding” every once and awhile, then the murmur of a man. A slight heave left or right and the clang of metal finally woke me. Then the ding came again. This time I opened my eyes. Nothing was unusual, just a few people walking down the aisle of the Amtrak train I was on during a recent trip to Boston.
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ijgolding
OCTOBER 1, 2017
Last week I had the honour of being a judge at the 8th annual UK Customer Experience Awards. The fact that I have now been a part of this yearly celebration for all 8 of those years (as a finalist, winner and judge), makes me feel rather old. As per my preference, I was fortunate enough to be on the panel of judges determining who the UK Customer Experience Professional of the Year should be.
Kayako
OCTOBER 4, 2017
The other day I was frustrated after not receiving an order for the second time from an online retailer that I order through all the time. The support site for the company offered me three options: I could receive a phone call. I could send an email. I could open a live chat. For a quick response, I knew that I needed to go for phone or chat. But did I want to talk to someone on the phone?
NICE inContact
OCTOBER 5, 2017
Like chemistry, great customer experience measurement combines the right mixture of items in the right proportions to produce a transformative experience your customers will surely notice. There is a veritable cornucopia of acronyms, measures, metrics, and objectives in the customer experience (CX) space that, if mixed the right way, can provide the exceptional customer journey that is expected.
Experience Matters
OCTOBER 4, 2017
Yesterday we celebrated the fifth annual Customer Experience Day. It was a wonderful global event that focused on CX, customers, and the CX profession. Across the world, CX professionals led activities that included online sessions, free giveaways, and exciting in-person events. DellEMC even had Big Papi, David Ortiz live tweeting from its event! Every year at this time, I’m reminded just how great it is to be in the CX profession.
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.
Vonage
OCTOBER 2, 2017
Over the last 10 years we have had the pleasure of working with many global organisations, across many sectors; retail, financial services, telecoms, technology, hospitality, professional services on the design and implementation of their Branded Customer Experience * (BCE) programmes. Here are the top CX tips we have learned along the way: 1. Engage the senior leadership early: Top down leadership is important in articulating a clear customer vision and aligning the whole organisation around it
Alida
OCTOBER 5, 2017
If you want to create a successful customer experience (CX) ecosystem, someone needs to take charge. Joint research released by CMO Council, SAP Hybris and SellingPower magazine suggests it’s sales and marketing who should take joint command. But the study also found most enterprises lack coordinated, centralized CX leadership, leaving “this vital revenue-directing opportunity area without oversight and collective direction.”.
NICE inContact
OCTOBER 5, 2017
Like chemistry, great customer experience measurement combines the right mixture of items in the right proportions to produce a transformative experience your customers will surely notice. There is a veritable cornucopia of acronyms, measures, metrics, and objectives in the customer experience (CX) space that, if mixed the right way, can provide the exceptional customer journey that is expected.
Experience Matters
OCTOBER 2, 2017
We published a Temkin Group report, Net Promoter Score Benchmark Study, 2017. This is the fifth year of this study that includes Net Promoter® Scores (NPS®) on 299 companies across 20 industries based on a study of 10,000 U.S. consumers. Here’s the executive summary: Many large companies use Net Promoter® Score (NPS) to evaluate their customers’ loyalty.
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Kerry Bodine
OCTOBER 2, 2017
Happy Customer Experience Day! I hope you and your colleagues are joining one of the many CX Day celebrations around the world. To celebrate today’s global focus on customers, we’re offering a $50 discount on our next customer journey mapping workshop, November 15 & 16 in Chicago. Combined with our early bird registration, you’ll save $150 in total!
Vonage
OCTOBER 2, 2017
Let’s talk about silos for a second. The concept of silos is so pervasive in business that I don’t even need to define what they are for you — there’s nearly a 100 percent chance you already know. And, to be honest, they’ve been around for years. Machiavelli was actually writing about them in 1513. There’s an argument among some future of work thought leaders that silos don’t even need to exist anymore.
NICE inContact
OCTOBER 5, 2017
Like chemistry, great customer experience measurement combines the right mixture of items in the right proportions to produce a transformative experience your customers will surely notice. There is a veritable cornucopia of acronyms, measures, metrics, and objectives in the customer experience (CX) space that, if mixed the right way, can provide the exceptional customer journey that is expected.
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