Eptica

SEPTEMBER 11, 2019

Customer Experience 60

Customer Experience Customers 60

Ann Michaels and Associates

SEPTEMBER 9, 2019

It takes a mere second and can actually make someone’s day. Smiling is probably the most underrated gesture we can bestow upon one another. Think about how many people you interact with during the day. Or maybe people you just walk by. How easy would it be just to smile at them? You never know what kind of day someone is having so why not try to make it just a little better.

Net Promoter Score 80

Net Promoter Score Airlines Retail Measurement 80

Chattermill

SEPTEMBER 11, 2019

The Relentless Pursuit Of The Perfect Customer Experience: A Netflix Story. by Harry Buckle on 12 Sep 2019. customer experience. Netflix. What can we learn from Netflix's attention to customer experience? Against the odds, Netflix has achieved an astonishing rise. How did we get to spending an evening chilling, 'with Netflix'? Netflix. The ultimate example of a company disrupting an industry with customer experience?

Customer Experience 76

Customer Experience Touchpoint Entertainment Customer Journeys 76

Experience Investigators by 360Connext

SEPTEMBER 10, 2019

Ever hear of a “stop doing” list? “Stop doing” lists have become especially popular in recent years. If you’re not familiar, the concept is simple: We all have things on our To-Do list that we really ought to be delegating, ignoring, or ceasing to work on. . Thinking in these terms, here’s a quick list for 3 things to add to your stop doing list.

Customer Experience 110

Customer Experience Customer Centricity Loyalty Customers 110

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

Customer Bliss

SEPTEMBER 10, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?

Hotels 223

Hotels Chief Customer Officer Course Video 223

CloudCherry

SEPTEMBER 11, 2019

Do unto others…. It’s sweet and simple, but not always applied. Treat others the way you’d like to be treated. In this week’s ‘Sweets of CX’ Podcast , it’s all about the Employee Experience and the direct correlation it has with Customer Experience. And, who better to enlighten us on the topic than Annette Franz – Author, Speaker, Founder/CEO of CX Journey Inc., and this week’s honored guest.

Customer Experience Professionals 199

Customer Experience Professionals Employee Experience Leadership Course 199

BlueOcean

SEPTEMBER 11, 2019

The RFP is the friend you love to hate. The necessary evil. The document that will make or break your decision of which new outsourcer to partner-up with. Listen to the audio or read the article. A generic vendor RFP template may promise to make things easy, but when you’re about to hand over your customer interactions to an outsourced contact center, generic will only make things more difficult.

Contact Center 174

Contact Center Infographics Interaction Customers 174

GetFeedback

SEPTEMBER 9, 2019

Response bias is a problem for anyone undertaking market research. Let’s face it—when you conduct any market research or customer.

Survey 170

Survey How To Marketing Customers 170

InMoment XI

SEPTEMBER 13, 2019

Implementing Cultural Change by Focusing on Impacts to Employee Behavior Retail auto, with few exceptions, is addicted to “transactional” behavior, from front end (showroom) to back (service)…and that behavior will negatively impact virtually every innovative future endeavor. Problem is, most dealer leaders don’t believe it or think they are already delivering a good experience with.

Retail 200

Retail Culture Innovation Automotive 200

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Customers

CloudCherry

SEPTEMBER 9, 2019

It’s ALL about keeping promises with CX. And, on this week’s ‘ Sweets of CX’Podcast , Eric Ullman – Customer and Employee Experience Strategist and owner of CX Alchemy – offers some delectable advice on the subject. From starting with a brand’s slogan and setting expectations to LISTENING to (what a concept) and ACTING on (now we’re talking) customer feedback, Eric stresses the importance of alignment – from top to bottom.

Customer Journeys 186

Customer Journeys B2C B2B Employee Engagement 186

NICE inContact

SEPTEMBER 10, 2019

Self-service is an important facet for creating a seamless customer experience. From a customer’s perspective they want to receive timely and error-free service in the channel of their choice. For contact centres we know there are cost savings opportunities, as a chat with a live agent can cost $6-12 per interaction, compared to self-service which can cost as little as 25 cents. ( Forrester ).

Self Service 150

Self Service Contact Center Exercises Customer Expectations 150

Beyond Philosophy

SEPTEMBER 10, 2019

Customer Satisfaction is Declining in the UK! A new report by the Institute of Customer Service indicates that Customer Satisfaction is declining in the UK. Earlier this year reports from both Nunwood and Forrester, two firms entrenched in the Customer Experience movement, presented similar sentiments. All of this disappointing news about the state of Customer Experience makes one wonder what is going on in business today?

Customer Satisfaction 163

Customer Satisfaction Report Customers Survey 163

Customer Bliss

SEPTEMBER 12, 2019

Earlier this year, Forrester released its report, The US Customer Experience Index, 2019. Forrester Chief Research Officer Carrie Johnson said , of these findings, “How an experience makes customers feel has a bigger influence on their brand loyalty than any other factor.” And yet, this report found that while 14% of brand scores rose, 5% of scores declined and an incredible 81% stagnated.

Chief Customer Officer 135

Chief Customer Officer Customer Journeys Leadership Metrics 135

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Communication

Kristina Evey

SEPTEMBER 10, 2019

Shownotes… You have the best of intentions in providing a product or service your customers will be happy with. Remember … Read More Episode 65 – Remember the Customer in Your CX Work. The post Episode 65 – Remember the Customer in Your CX Work appeared first on Kristina Evey.

Customers 120

Customers Customer Journeys Feedback Strategy 120

NICE inContact

SEPTEMBER 13, 2019

Recent analyst research has proven that the job of staying compliant is only getting more difficult for contact centers. With demands ever-increasing, compliance managers and officers are growing more concerned with continuing ensuring contact center compliance while coping with limited budget and resources. Luckily, call center analytics software can help alleviate much of these compliance headaches.

Contact Center 136

Contact Center Call Center Analytics Trends 136

Beyond Philosophy

SEPTEMBER 11, 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 148

Customer Experience Loyalty System Customers 148

TechSee

SEPTEMBER 10, 2019

More companies than ever are tapping into the power of AI customer service technologies to enhance efficiency and positively impact the lives of consumers, and with good reason. Research indicates that by implementing AI in their customer-facing operations, companies can expect to save approximately 30 billion customer service hours and realize $8B in savings thanks to customer self service.

Self Service 116

Self Service eBook Insurance Consumers 116

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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

SEPTEMBER 11, 2019

In the realm of business—and especially customer service—we often talk about how to differentiate yourself from your competition. It’s those companies that manage to stand out from the crowd that end up being successful. When I work with companies, I urge them to find what makes them unique and use it as a competitive advantage. It’s always a treat when I meet people who not only agree with my philosophies but take them a step further.

Competitive Advantage 131

Competitive Advantage Conference Customer Service Training Course 131

NICE inContact

SEPTEMBER 12, 2019

Markets and opportunities move fast. Great Customer Experience has the power to accelerate growth as consumers have more power than ever before. Social media accelerates the flow of information and gives everyone a voice. Technology all but makes time and place irrelevant by providing anytime, anywhere access to almost anything. If any organization is perceived as being too hard to work with, then it’s all too easy move on to another company.

Customer Experience 136

Customer Experience Call Center Contact Center Social Media 136

Beyond Philosophy

SEPTEMBER 13, 2019

Is Any Attention Good Attention? I like Oscar Wilde. His best quote is, “There is only one thing in life worse than being talked about, and that is not being talked about.” Of course, there are times when people are talking so bad, one might wonder if it is worse than being ignored. This episode of The Intuitive Customer explores if there are times when the bad press can be good news for your brand.

Consulting 121

Consulting Course Brands Loyalty 121

Heart of the Customer

SEPTEMBER 9, 2019

I’m partway through a European holiday with my wife, celebrating 25 years of marriage. Okay, actually 26, but that’s a different story. When a friend heard we were flying Ryan Air, she told me, “Uh oh. Pay attention to the experience you receive.” Interested, I did pay attention. And I realized that Ryan Air probably […]. The post Why Spirit Airlines’ and Ryan Air’s Customer Experience is Better than Yours appeared first on Heart of the Customer.

Airlines 119

Airlines Customer Experience Customers Tips 119

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

IntouchInsight

SEPTEMBER 10, 2019

Your source for the best knowledge on collecting data to drive business improvements.

Loyalty 120

Loyalty Data 120

NICE inContact

SEPTEMBER 11, 2019

Everyone is talking about removing siloes these days and trying to find practical ways of blending marketing and social customer service. Of course, it’s important to realize these departments overlap, in part because great customer service stories go viral and make brands stand out as reliable, responsive and fun to interact with. In short, social customer service is the new marketing.

Customer Service 136

Customer Service Omni-Channel Social Media CRM 136

ShepHyken

SEPTEMBER 13, 2019

This week we feature an article by Hamzah Tariq who shares seven ways to improve the overall live chat experience for your customers. Businesses constantly try to improve the customer experience they deliver through new approaches, tools and strategies. . One of the most successful ways to enhance the customer experience is through live chat. However, there’s always room for improvement in how customers are engaged via chat. .

Customer Experience 108

Customer Experience Self Service Knowledge Base Communication 108

UJET

SEPTEMBER 10, 2019

Mobile devices have changed consumer’s daily habits. Millennials spend an average of 5.7 hours on mobile devices with Generation Z averaging 11 hours according to ZDNet. Mobile devices are used for media consumption, communication, and entertainment. With mobile becoming the centerpiece, it makes sense that customer support has adopted available channels and continues to modernize customer expectations.

Self Service 99

Self Service Communication Entertainment Social Media 99

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dscout People Nerds

SEPTEMBER 11, 2019

Some logistical headaches are inevitable. Many can be relieved with a well-structured, well-written, research plan. Here’s a go-to reference for crafting one effectively.

How To 96

How To 96

datastax

SEPTEMBER 12, 2019

Yesterday at ApacheCon, our very own Patrick McFadin announced the public preview of an open source tool that enables developers to run their AWS DynamoDB workloads on Apache Cassandra. With the DataStax Proxy for DynamoDB and Cassandra, developers can run DynamoDB workloads outside of AWS (including on premises, in other clouds, and in hybrid configurations).

Roadmap 97

Roadmap Data Tools Connections 97

ShepHyken

SEPTEMBER 10, 2019

Love in Business. Doing What You Love in the Service of Customers Who Love What You Do. Shep Hyken interviews Steve Farber. They discuss how to implement love into every aspect of your business to drive customer success. The Interview with Steve Farber: Even if you love what you do, there will still be days that feel like work. You must do the necessary things you dislike in order to be able to do the things you love in your business.

Competitive Advantage 105

Competitive Advantage Culture Employee Experience Leadership 105