Chattermill

JULY 31, 2019

What does it mean to be “Customer Centric” and why is it important? by Chris Valentine on 1 Aug 2019. customer experience. customer centric. Many companies have made a conscious effort to understand the voice of the customer on a deeper level. But how does your company become truly “customer centric” in practice? customer-centric. ‘Customer centricity’ - the act of taking a more customer-focused approach to business - is a term which has gained popularity in recent years.

Customer Centricity 45

Customer Centricity Social Media Touchpoint Effort Score 45

CSM Magazine

AUGUST 2, 2019

Feedback 58

Feedback Customers 58

Strikedeck

JULY 30, 2019

Andy shares his insights on the top 3 myths about Customer Loyalty.

Loyalty 58

Loyalty Customers Customer Success 58

Experience Investigators by 360Connext

JULY 30, 2019

It’s easy to underestimate the efforts it requires to become a truly customer-centric organization. Brave leaders do their best to lead customer experience initiatives that make an impact. But there are processes, protocols and even people who are obstacles to seeing results. What is the Customer Experience Gap? The customer experience gap is the difference between the experience an organization’s leaders believe it is delivering and the experience customers feel they’re gettin

Customer Experience 137

Customer Experience Net Promoter Score Effort Score Metrics 137

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.

Data

CloudCherry

JULY 31, 2019

A sobering stat has been making the rounds in customer experience (CX) circles lately: 93 percent of organizations fail to differentiate on CX, according to CX thought leader Bob Thompson. And this comes at a time when 89 percent of organizations said they were expecting to compete on CX, per Gartner Research. What’s happening? Is CX at risk of becoming a fad?

Net Promoter Score 247

Net Promoter Score Chief Customer Officer Metrics ROI 247

Beyond Philosophy

JULY 31, 2019

Because we have frequent thunderstorms and power outages in my Florida home, I recently decided to buy an uninterruptible power supply for my electronics. I’ve had good experiences with Apple products so I first checked to see if Apple made that sort of thing. They didn’t, so I set about comparing and contrasting the models that were available. I quickly got lost in technical specifications, so I decided that I would choose based on how long the power supply would last.

Customer Experience 122

Customer Experience Loyalty System Customers 122

InMoment XI

JULY 31, 2019

MaritzCX leverages decades of experience to determine the most appropriate segmenting method to uncover the most effective solution that will benefit you and your customers. Organizations spend considerable resources to define and execute the right business strategies to generate revenue and high returns on their investments. A crucial first step to sustaining growth is to.

Strategy 200

Strategy Resources Customer Experience Customers 200

NICE inContact

AUGUST 2, 2019

We talk a lot about “future-proofing” your business. It’s an important concept for any company considering digital customer service integration. You don’t simply want to plan for your current customer service needs. You’ll need a solution that can easily scale as business grows. Digital customer service is evolving quickly, and this change hopefully comes in tandem with important developments in your business — namely growth.

Technology 229

Technology Customer Service Omni-Channel Self Service 229

GetFeedback

JULY 29, 2019

How integrating a survey feedback action plan into your processes will help improve your products and services, and show your customers you genuinely care.

Feedback 170

Feedback Survey How To Customers 170

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Customers

Kayako

JULY 31, 2019

The past few years have seen live chat completely change the way online businesses carry out marketing and sales. Gone are the days prospects would email and wait several hours to receive a response to a sales-related query, or call an 800 number and be stuck in a cyclical loop of annoying prompts and call trees. With live chat customers can now get in touch and receive a response almost instantaneously. .

Sales 161

Sales Marketing Net Promoter Score Consumers 161

Customer Bliss

AUGUST 1, 2019

As we continue to revisit conversations with CX leaders who were previously on the show, today we’re going to explore strategies implemented by two CX leaders at global corporations: Scott Allison , CCO at DHL Supply Chain and Jon Herstein , CCO at Box. Both leaders share great tactics and strategies that they implemented when asked the question, “how did you first assess the work that needed to be done?

Customer Centricity 165

Customer Centricity Social Media Leadership Customer relationships 165

NICE inContact

AUGUST 1, 2019

What can you do when revenue targets keep increasing but your budget stays the same? It’s a challenge more and more companies are facing – and many of them are looking to their contact centers for solutions. Because progressive leaders understand a new CX strategy can transform corporate culture; turn customers into advocates; and boost revenue. Focus on current customers: It might not sound very radical, but companies that concentrate on existing customers and work on building their loyalty see

Self Service 150

Self Service Contact Center Omni-Channel Loyalty Programs 150

TechSee

JULY 31, 2019

Computer Vision is the field of Artificial Intelligence that enables computers to understand and analyze the real world. Using Deep Learning models, machines can now accurately identify and classify objects from within digital images and then react to what they “see.” An increased need for automation and a growing demand for vision-guided robotics and other industry-specific systems are driving massive adoption of Computer Vision applications.

Self Service 149

Self Service Automotive Healthcare Retail 149

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Communication

Comm100

JULY 30, 2019

Thirty-five years ago, times were much simpler – the first IBM PC had recently hit the market , smartphones didn’t exist, and we were all rooting for Joel Goodson to be accepted into Princeton despite his questionable choices. Now with the emergence of Artificial intelligence (AI) in every facet of both our personal and professional lives, the phrase “risky business” has once again surfaced, albeit in a different context (although personally, “Old Time Rock and Roll” will play in my head wheneve

Knowledge Base 100

Knowledge Base Chatbots ROI Resources 100

Alida

AUGUST 2, 2019

Wear testing, also commonly referred to as a home usage test (HUT) or in-home user test (IHUT), is a method many consumer goods and retail brands use to get direct feedback on their products. The brands ship their products to select consumers to use in their homes. The users then test the products and offer their feedback in a post-use survey or interview.

Customer Insights 100

Customer Insights Retail Feedback Consumers 100

NICE inContact

JULY 31, 2019

We’ve heard lots about how Artificial Intelligence (AI) is redefining customer service — and it really hit home for me last week while I was out enjoying dinner and a show with my mother. We’d just shuffled into the theatre, when I realized that my ATM card was missing. Maybe I left it in the restaurant? Never mind, the show was starting soon, so there was no time to run back.

Customer Experience 141

Customer Experience Self Service Contact Center Banking 141

Calabrio

AUGUST 1, 2019

This year’s annual customer event combines the Calabrio User Forum with Calabrio Customer Connect, which means the event is supercharged to deliver premium content at an unbelievable location. As Calabrio’s WFM evangelist, I love spending time with our customers and really helping them dig into their operations. It is without question my favorite week of the year.

Company 100

Company Contact Center Conference Connections 100

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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

ShepHyken

JULY 29, 2019

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Your company has a vision: Why can’t everyone see it? by Knowledge@Wharton. (RetailWire) Presented here for discussion is a summary of a current article published with permission from Knowledge@Wharton, the online research and business analysis journal of the Wharton

Customer Service 118

Customer Service Customer Success Customer Service Training Measurement 118

IntouchInsight

JULY 30, 2019

Learn how to maximize the employee's role in the customer experience.

Customer Experience 138

Customer Experience Customers How To 138

NICE inContact

JULY 30, 2019

Collecting quality customer feedback is great, but how can you ensure that it’s actionable for your business? Ask Less, Learn More. If you’re sincere about understanding your customers’ experience in your contact center, stop asking so many questions. You’ll elicit more responses from short surveys that get straight to the heart of the matter. Short survey’s respect your customer’s time.

Feedback 138

Feedback Contact Center Tips Survey 138

Beyond Philosophy

JULY 29, 2019

I used to work in corporate life. I managed to get up to a senior position. When people asked what I did, I used to say, “I play chess.”. I was joking, of course. The truth is I spent my day on company politics. My guess is a lot of you do, too. Surprisingly, there are not training courses on company politics and how to deal with them. In light of this fact, we decided managing company politics would be an excellent subject of conversation for a recent podcast.

Consulting 104

Consulting Course Meeting Management 104

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

ShepHyken

AUGUST 2, 2019

This week we feature an article by Ujebardha Bekolli who writes about the importance of the first impression. Whether on the phone or in person, it’s important to train your employees the right way to interact with your customers. The importance of first impressions. Customer service is one of the most important parts of doing business. The relationships you create with your customers reflect directly on the success of your business.

Customer Service 110

Customer Service Training Customers Tips 110

Retently

JULY 28, 2019

Almost any business process improvement can be stripped down to a pretty simple formula: achieve more with less time and effort. Whether it’s crunching data or integrating a bunch of analytics tools for understanding and boosting customer engagement, when you boil it down, people are just trying to do a better job and win some extra hours back into their days.

Feedback 95

Feedback Effort Score Survey NPS 95

NICE inContact

AUGUST 1, 2019

It is time to modernize your contact center. Your current software is showing its age, unable to keep up with customer expectations or add new capabilities like digital channels (like SMS or WhatsApp) or artificial intelligence (AI). But it may have been five years or more since you last evaluated technology options or vendors for call center software.

Contact Center Software 138

Contact Center Software Contact Center Software Call Center 138

dscout People Nerds

JULY 31, 2019

When a form prompts you to choose your gender, you’re usually given two options: male or female. Not infrequently, this is mandatory. Not surprisingly, this is excluding people. Here’s how we can do better. .

How To 92

How To 92

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Tips

ShepHyken

JULY 30, 2019

Crisis Management in the Customer Experience. How to Take Care of Your Customers When Things Go Wrong. Shep Hyken interviews Josh Ginsberg. They discuss crisis management and why brand integrity is important to customers. The Interview with Josh Ginsberg: When a problem or crisis occurs, it’s essential for customers to see the company take action. However, that action must come from a place of authenticity.

Social Media 100

Social Media Communication Brands Analytics 100

Totango

AUGUST 1, 2019

The customer-centered economy has made it easier for customers to switch to a competitor if one company is not fully satisfying them. This has raised customer expectations; now, companies need to provide personalized services to stand out. If you don’t meet these expectations, customers can easily go elsewhere. To thrive in this environment, you must engage customers proactively and regularly.

Customer Engagement 81

Customer Engagement Engagement Fashion Customers 81

NICE inContact

AUGUST 2, 2019

Boston is famous for its meandering streets that seem to take the long way to where you need to go. Folklore tells of how the trails of aimlessly wandering cows were simply paved over. This may not be true, but it serves to illustrate a point. When we become complacent with inefficiencies they can become institutionalized. If you speak with any contact center leader, you begin to sense their frustration with how difficult it is to deliver the experience customers demand today when using tools bu

Contact Center 136

Contact Center Call Center System Tools 136