ijgolding

FEBRUARY 6, 2017

Customer Experience is now recognised as a profession – as I am sure many are bored with hearing me repeat over and over again! As with any profession, it is defined by a number of competencies, tools, techniques and methodologies that are recognised and practised by thousands of specialists around the world. It is a challenging profession for a variety of reasons – largely because it is not ‘black and white’ There is no one way of doing anything when it comes to Customer

Customer Journeys 280

Customer Journeys Management Exercises Customer Experience Professionals 280

BlueOcean

FEBRUARY 8, 2017

We already know most people hate calling tech support and even in basic customer service scenarios, consumers prefer to use self-serve options over contacting a customer service agent directly. Regular readers of our blog know we frequently explore the factors that influence these choices and the overall customer experience and there’s no question agent empathy is a key factor for the success of the contact center-customer interaction.

Contact Center 219

Contact Center Training Call Flow Interaction 219

Customer Bliss

FEBRUARY 9, 2017

I wrote a few weeks ago about how good CX is tied to revenue gains. I firmly believe that and preach it to all my clients and anyone I ever work with. If you do customer experience right — think in terms of the five core competencies — then you will (over time) create a customer-driven growth engine and see revenue uptick from your customer experience side.

B2B 216

B2B Report Financial Customer Satisfaction 216

Michelli Experience

FEBRUARY 7, 2017

I have been slow to accept that, from a service perspective, humans will ever be replaced by computers. I’ve suggested that customers will resist “robots” and I’ve based my thinking in part on the “uncanny valley” hypothesis which postulates that the more robots look like humans the less humans will feel comfortable with them. I am starting to rethink my assumptions and my conclusion.

Customer Service 213

Customer Service Customers Interaction Meeting 213

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Customers

InMoment XI

FEBRUARY 8, 2017

We have put together a list of five best practice solutions to help companies avoid the most dangerous pitfall of all: investing in improvements that customers don’t care about. Involve Senior Leaders Keeping senior leaders involved is critical to staying on the right track. The more your executives and leaders can hear the voice of. View Article.

Company 200

Company Customers 200

Experience Matters

FEBRUARY 6, 2017

Temkin Group just published a data snapshot, Customer Experience Expectations and Plans for 2017. This annual research effort shows an increase in focus, effort, and spending on customer experience in 2017. Here’s a description of the data snapshot: In December 2016, Temkin Group surveyed 165 respondents – each from a company with $500 million or […].

Data 168

Data Groups Survey Customer Experience 168

Customer Bliss

FEBRUARY 7, 2017

Episode Overview. Karen Quintos is the EVP and CCO of Dell Technologies, which came about as the result of Dell and EMC merging, which created the world’s largest privately-held tech company. Karen is a great leader, but I also thought this conversation was interesting because of the merger aspect, the tech industry aspect, and the privately-held aspects.

Chief Customer Officer 152

Chief Customer Officer Leadership Analytics Metrics 152

InMoment XI

FEBRUARY 8, 2017

We have put together a list of five best practice solutions to help companies avoid the most dangerous pitfall of all: investing in improvements that customers don’t care about. Involve Senior Leaders Keeping senior leaders involved is critical to staying on the right track. The more your executives and leaders can hear the voice of.

Company 200

Company Customers 200

AskNicely

FEBRUARY 9, 2017

So, you probably know by now that NPS is a great way to measure customer happiness (we do mention it every now and then). But let’s be honest, each business is different and each of their customers, different again so if you want to get REALLY useful data out of your Net Promoter Score™ program, a one-size fits all approach will never work. And that’s why we’ve always focused on making sure AskNicely plays nice with as many other systems as possible.

NPS 150

NPS Net Promoter Score Ecommerce Survey 150

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Communication

Experience Matters

FEBRUARY 6, 2017

Temkin Group just published a data snapshot, Customer Experience Expectations and Plans for 2017. This annual research effort shows an increase in focus, effort, and spending on customer experience in 2017. Here’s a description of the data snapshot: In December 2016, Temkin Group surveyed 165 respondents – each from a company with $500 million or […].

Data 168

Data Groups Survey Customer Experience 168

Omnicus

FEBRUARY 8, 2017

We have covered the benefits of cloud-based contacts centers vs. call centers. We have also reviewed how the former is generally more cost-effective and mobile. Are there cases where a traditional call center model is better suited for certain companies? There certainly are. Large, multinational companies or corporations may have more to gain from expanding pre-existing call center models.

Customer Service 140

Customer Service Call Center Contact Center Customers 140

InMoment XI

FEBRUARY 7, 2017

The market research industry continues to be all abuzz about social media. Will it reshape the industry? Or is it useless as an information source? Most social media analysts believe consumer-generated media will broaden the horizons available to a market research team and insights gleaned from social media intelligence will be an integral part of every.

Social Media 200

Social Media Industry Consumers Marketing 200

AskNicely

FEBRUARY 8, 2017

The team are all setup here at the SaaStr conference here in San Francisco – make sure you stop by and see us at Booth number S10. SaaStr founder Jason Lemkin has frequently written about how measuring and improving your NPS is important for growing your business and it’s clearly a big theme at the conference this year too! So, we’d love to have a chat about how you’re currently measuring customer satisfaction in your business.

Meeting 150

Meeting Net Promoter Score Conference NPS 150

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

Experience Matters

FEBRUARY 10, 2017

I was very fortunate (as a die-hard Patriots fan) to have attended Super Bowl LI in Houston. It was the most amazing game that I’ve ever seen. I’m still a bit numb. After spending most of the game feeling very melancholy and wondering why I had bothered to make the trip to Houston, the Patriots […].

Leadership 153

Leadership Customer Centricity Culture Customer Experience 153

GetFeedback

FEBRUARY 9, 2017

Social is changing the way we do business. In this post, we dig into the best practices for delivering and measuring social customer service.

Customer Service 150

Customer Service Measurement Customers 150

InMoment XI

FEBRUARY 7, 2017

The market research industry continues to be all abuzz about social media. Will it reshape the industry? Or is it useless as an information source? Most social media analysts believe consumer-generated media will broaden the horizons available to a market research team and insights gleaned from social media intelligence will be an integral part of every.

Social Media 200

Social Media Industry Consumers Marketing 200

ijgolding

FEBRUARY 9, 2017

We like to talk about what good customer service (CS) can do for a business, but what about at the other end of the spectrum? What can bad cases of CS do to your business? Can it knock your customers’ belief in your brand? Or is it something you can easily recover from by planning in advance? With so many of the biggest brands suffering from many instances of bad press, it’s interesting to understand how they recover from this or if they recover at all.

Customer Service 129

Customer Service Airlines Fashion Sports 129

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Customer Experience

Vonage

FEBRUARY 7, 2017

It’s natural to always be on the lookout for ways to improve customer service at your organisation – but, sometimes, we’re so busy looking elsewhere that we don’t recognise what’s right under our own noses. How else can you explain these common customer service mistakes, which are so ubiquitous that many businesses don’t even know they’re doing anything wrong?

Customer Service 120

Customer Service Self Service How To Gamification 120

Kerry Bodine

FEBRUARY 6, 2017

In 2017, brands shouldn’t be fumbling around to pull off a successful Super Bowl ad. And yet, errors and missed opportunities abounded in last night’s game. Here are three lessons that marketers and customer experience professionals (and the advertising agencies they turn to for advice) still need to learn: Stress test your friggin website! 84 Lumber ’s ad about immigration encouraged the Super Bowl’s 100+ million viewers to visit journey84.com to watch the portions of the ad deemed too controve

Social Media 120

Social Media Advertising Customer Experience Professionals Brands 120

CX Journey

FEBRUARY 8, 2017

Image courtesy of Steve Bowbrick What do the first 90 days on the job look for a brand new CXO or VP of CX? Yesterday, I had the pleasure of co-keynoting GMC Software's CX Transformation Day virtual event with Scott Draeger of GMC Software. If you missed our conversation, you can f ind it on their site. One of the questions that Scott asked me during our session is what I'd call the customer experience officer's (CXO's) "first 90 days.

Culture 119

Culture Customer Centricity Government ROI 119

Who's Your Gladys?

FEBRUARY 7, 2017

You might be tempted to focus on your biggest service challenge but that's typically one major nut to crack, right? The post Cracking Customer Service Challenges – One Nut at a Time appeared first on Who's Your Gladys?

Customer Service 117

Customer Service Customers Communication 117

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Tips

CustomerGauge

FEBRUARY 9, 2017

More Than 75% of Macy’s Shoppers Preferred Amazon For the Holiday According to Prosper Insights’ January 2017 survey of more than 7,500 U.S. adults, more than three-quarters (76.7%) of Macy’s core shoppers have preferred to shop at Amazon during Q4 of 2016 (October, November and December). These results come one year after Macy’s CEO announced […].

Survey 115

Survey NPS 115

SuiteCX

FEBRUARY 7, 2017

Current State. We all know that customer landscape is changing quickly. Over 90% of customers have higher expectations than they did last year and 64% of consumers switch some service providers every year (source: Accenture research). Customers aren’t your only problem. Your costs are rising faster than your revenue, putting pressure on margins. You’re also faced with new competitors at every turn.

Customer Journeys 112

Customer Journeys Self Service Analytics Exercises 112

Customers That Stick

FEBRUARY 9, 2017

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Communication 110

Communication Customers Customer Service 110

Beyond Philosophy

FEBRUARY 8, 2017

In our customer experience consultancy, we find there’s one thing that consistently prevents companies from adopting a more customer-centric approach. It’s not (as you might guess) cost! Instead, the problem is priorities, and specifically the priorities of people who make critical company decisions. You see, as people move up the chain of command, they get further and further removed from the average customer.

Management 102

Management Consulting Hotels Meeting 102

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

Uniphore

FEBRUARY 8, 2017

There’s no denying that virtual agents – or “chat bots” (or simply, bots) – are experiencing a tremendous resurgence in interest, and along with that, a rapid advance in innovation and technology. This resurgence is driven by four primary factors – it’s a perfect storm – a confluence of drivers causing massive interest, adoption, growth and innovation.

Virtual Agent 100

Virtual Agent Chatbots Innovation Technology 100

SuiteCX

FEBRUARY 7, 2017

Current State. We all know that customer landscape is changing quickly. Over 90% of customers have higher expectations than they did last year and 64% of consumers switch some service providers every year (source: Accenture research). Customers aren’t your only problem. Your costs are rising faster than your revenue, putting pressure on margins. You’re also faced with new competitors at every turn.

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

Customers That Stick

FEBRUARY 6, 2017

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Customer Experience 102

Customer Experience Customers Customer Service 102