InMoment XI
NOVEMBER 10, 2015
I’m having one of those moments. I’m on line, answering emails and I received a request for feedback on a recent transaction I did with one of the financial institutions I do business with (and that we all revere as one of the best.) Because the rep was so good, I jumped at the opportunity.
Vonage
NOVEMBER 9, 2015
As a service provider, there’s a lot of power in creating the impression for your customer that she’s at the absolute center of your world. This is, in a sense, an illusion, because you have (I hope) a life of your own and (I’m hoping again) more than one customer to support. But it is an extremely powerful business-building illusion if you can successfully pull it off.
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Steve DiGioia
NOVEMBER 9, 2015
do you take better care of the "big guys"? This original article was written by Steve DiGioia. We must nurture each customer as we do each flower in our garden. Yes, there are the larger and more colorful flowers that immediately capture our attention but never underestimate the small delicate flowers (our smaller customers) that are sprinkled throughout the bed.
ijgolding
NOVEMBER 12, 2015
Allow me to start this post by asking a question. Do you ‘like’ your Telecoms provider? It is a very simple question – it contains only 6 words – yet I believe it is a question that opens a large can of worms. Let me ask another question. Have you ever recommended your Telecoms provider to a friend or family member? Not – ‘are you likely to recommend'; but ‘have you actually recommended’?
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InMoment XI
NOVEMBER 12, 2015
With the tightening labor market, organizations are hiring again in droves. The demand for talent is high, and finding, attracting, and retaining that talent can make or break organizations. So, what if you could find high performing, low cost talent, with no locked-in long term commitment?
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Customer Bliss
NOVEMBER 12, 2015
The Chief Customer Officer (CCO) role will evolve as you progress in implementing the five competencies and moving through the customer experience maturity phases: Commit, Unite & Build, Embed, Mature, and Elevate. Years one through three are what I call the “disruption and blocking and tackling years.” People know how to achieve results within their silo walls.
Comm100
NOVEMBER 11, 2015
“Sales are contingent upon the attitude of the salesman–not the attitude of the prospect.”- W. Clement Stone. If you could double or even triple your revenue in minutes, would you? Before you roll your eyes and point out that you don’t have a magic lamp to rub, consider your upselling game. How often do you actually succeed in getting customers to add a little something extra to their carts?
InMoment XI
NOVEMBER 11, 2015
Stop falling prey to fad diets when it comes to your CX outcome metrics. The end of the calendar year is around the corner. One thing you can always count on at the end of the year is an explosion of diet and exercise program commercials on television taking advantage of peoples’ desire to make.
Vonage
NOVEMBER 11, 2015
Websites, email and digital voicemail are changing the game in business. Some companies are taking the lead with great digital service like Computers.com and Amazon.com. Others are falling far behind and are letting their customer service quality falter as a result. A friend of mine had a complaint about the service, or lack thereof, at a local hotel.
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Customer Bliss
NOVEMBER 10, 2015
As you assess the maturity phase of embedding the five competencies, moving your organization from ‘Commit’ to ‘Unite,’ here are four tactics to engage (or reengage) your leadership and organization: 1. Establish Consensus on Managing Customers as Assets. This is an important step to earn the right to do this work. Achieving this can only occur when there is consensus on how to measure this growth or loss, and that leaders start to use the language in a united manner to shift from survey score f
Comm100
NOVEMBER 13, 2015
What Is a Ticketing Management System? A ticketing management system is software that allows your business to create and manage support tickets. A support ticket is the process of tracking the updates and details of a problem from the moment it’s reported until the issue is resolved. Each ticket created represents a specific incident and can be assigned to the correct support team or department to quickly resolve your customer’s problems.
InMoment XI
NOVEMBER 12, 2015
With the tightening labor market, organizations are hiring again in droves. The demand for talent is high, and finding, attracting, and retaining that talent can make or break organizations. So, what if you could find high-performing, low-cost talent, with no locked-in long term commitment? The solution may be right in front of you, provided you.
CX Journey
NOVEMBER 10, 2015
Image courtesy of degconsulting How do you know where to start your CX journey? I've been asked this very question a few times in the last couple weeks. Don't know where to start? Just get started. You know you have to transform the customer experience with your company; don't let uncertainty paralyze you or derail you from getting started. As you already know, without executive buy-in and commitment, your transformation efforts won't get very far.
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.
Michel Falcon Experience
NOVEMBER 8, 2015
As 2016 nears, have you started to map out your customer experience strategy for next year?Will 2016 be the year that you fully commit to improving your customer experience?I don’t mean that you continue to tell your customers, employees and business partners (i.e. vendors) that you’re customer-focused. I mean, will… Read More». The post Necessary Steps to Build Your Company’s 2016 Customer Experience Plan appeared first on Michel Falcon Customer and Employee Experience Expert.
Kristina Evey
NOVEMBER 9, 2015
These five basic steps to better customer service are the pillars to building better experience for your customers. This podcast explains each step in detail and how to work with your staff to actively engage with you, your company, and your customers. Using these five steps as a foundation will increase your sales, customer loyalty AND staff engagement.
InMoment XI
NOVEMBER 12, 2015
With the tightening labor market, organizations are hiring again in droves. The demand for talent is high, and finding, attracting, and retaining that talent can make or break organizations. So, what if you could find high-performing, low-cost talent, with no locked-in long term commitment? The solution may be right in front of you, provided you.
CX Journey
NOVEMBER 12, 2015
Image courtesy of Routemaster 4 Hire Today I'm pleased to share a guest post by Paul Laughlin. Legoland, home to the legendary construction toy, never struck me as a conference venue. But it works well. Joining 200 others, I spent Moments of Truth Day 2015 (part of NCSW ) here, thanks to Rant & Rave. As you’d expect, there was time to play with Legos and to learn how playing can enhance both customer and employee experiences.
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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?
Uniphore
NOVEMBER 8, 2015
In 1947, General Motors saw the benefit of reducing labor through automation and established a department to save energy and materials and improve process quality, accuracy and precision. The latter three themes - quality, accuracy and precision - constantly elude many contact center operations where processes can be horizontally and vertically complex and inevitably span multiple business applications.
Beyond Philosophy
NOVEMBER 10, 2015
In this series, professionals share their secrets to being more productive. Read the posts here , then write your own (use #ProductivityHacks in the body). Consistent productivity doesn’t happen by chance. Productive people have a secret to their productivity: Eliminate distractions. Were you hoping for something more complicated? It isn’t complicated.
InMoment XI
NOVEMBER 10, 2015
Stop falling prey to fad diets when it comes to your CX outcome metrics. The end of the calendar year is around the corner. One thing you can always count on at the end of the year is an explosion of diet and exercise program commercials on television taking advantage of peoples’ desire to make. View Article.
Velaro
NOVEMBER 12, 2015
Live chat is the fastest means of providing online customer service. E-commerce is now a $1.4 trillion dollar a year business. Yes, that’s “Trillion” with a T. If you have an e-commerce website, or if your website offers services, information on your products, or in any way is set up to provide answers for your customers, the sheer size of customers who prefer to go online should be a key component of your customer service strategy.
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Win the Customer
NOVEMBER 10, 2015
Bad customer service experiences don’t just impact one customer. The costs of bad service compounds as poorly trained agents continue to make critical mistakes in the customer relationship. According to a new study by New York Times bestselling authors, Joseph Grenny and David Maxfield bad customer service experiences cost the average company $54,511 annually per employee.
Beyond Philosophy
NOVEMBER 12, 2015
“Emotions are contagious. We’ve all known it experientially. You know after you have a really fun coffee with a friend, you feel good. When you have a rude clerk in a store, you walk away feeling bad.”. Daniel Goleman, Author of Emotional Intelligence: Why it Can Matter More Than IQ. If you read my rude title, you will be disappointed to discover that I don’t think you are pathetic, but a new scientific study proves being rude to someone is contagious.
InMoment XI
NOVEMBER 10, 2015
Stop falling prey to fad diets when it comes to your CX outcome metrics. The end of the calendar year is around the corner. One thing you can always count on at the end of the year is an explosion of diet and exercise program commercials on television taking advantage of peoples’ desire to make.
Customers That Stick
NOVEMBER 10, 2015
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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.
Kayako
NOVEMBER 11, 2015
We’re all familiar with the basic sales funnel – marketing passes leads on to sales, sales accepts them, converts leads to opportunities and then (hopefully!) wins the deal. But there’s more to it than this. The opportunities stage is critical to the success or failure of a deal, but it’s often overlooked by sales teams. An opportunity is an opportunity right?
Steve DiGioia
NOVEMBER 12, 2015
the daily battle continues This original article was written by Steve DiGioia. When I previously posted this article on one of the hospitality websites last year I got a lot of grief from those in the “sales” side of the business. They thought I was being too harsh and putting the blame on them for all the ills of bad service. Now it’s your time to judge for yourself.
InMoment XI
NOVEMBER 10, 2015
I’m having one of those moments. I’m on line, answering emails and I received a request for feedback on a recent transaction I did with one of the financial institutions I do business with (and that we all revere as one of the best.) Because the rep was so good, I jumped at the opportunity.
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