Steve DiGioia

NOVEMBER 13, 2017

…here’s 7 ways to get you started This original article was written by Steve DiGioia. You still haven’t learned how to speak up, huh? Maybe you’re just afraid of confrontation? I know, you don’t want to offend anyone, right? Don’t want to come across as too assertive or even aggressive; what’s the difference anyway? The service you provide has always lacked because of your fear of “taking charge” and not wanting to offend your customers.

Customer Service 387

Customer Service Customers Customer Experience Company 387

Lumoa

NOVEMBER 15, 2017

On 14 November 2016, exactly one year ago, Lumoame Oy was registered in Helsinki. This year has been an amazing journey for us and we wanted to share this important moment with you. No surprise, the main discussion topic at #LumoaAnniversary was Customer Experience. We celebrated our first year with our supporters, friends, and customers. Customers have been at the center of all our operations since the very beginning.

Competitive Advantage 303

Competitive Advantage Conference Feedback Analysis 303

InMoment XI

NOVEMBER 16, 2017

From the blog: CMO from IDG, DOCUMENT STRATEGY Greater choice in the superannuation sector means customers are expecting more than just low management fees and high return, they’re expecting a superior experience. To find the insights that matter and act on them across all departments from marketing, operations to customer service teams, the Retail Employees Superannuation.

Voice of Customer 200

Voice of Customer Retail Customers Strategy 200

Experience Matters

NOVEMBER 13, 2017

We just published a Temkin Group report 2017 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 58 large tech vendors based on a survey of 800 IT decision makers from large North American firms. This is the sixth year of the ratings, here are links to the 2012, 2013, 2014, 2015, and 2016 ratings. Here is the executive summary of the report: The 2017 Temkin Experience Ratings of Tech Vendors evaluates the customer experience of 58 large technology vendors.

Report 227

Report Groups Survey Customer Experience 227

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

NICE inContact

NOVEMBER 14, 2017

Average talk time (ATT) is often a neglected little contact center metric. Overshadowed by its bigger, louder counterpart, Average handle time (AHT), it often stays in the background, waiting for someone to notice it and realize its potential. Let’s get something straight right off the bat—ATT and AHT are different, and serve distinct purposes. While average handle time takes into consideration things like hold time, wrap up work and anything else related to the interaction, average talk time is

Metrics 161

Metrics Average Handle Time Contact Center Guidelines 161

InMoment XI

NOVEMBER 14, 2017

When setting up customer experience (CX) programs our clients often ask, “How big of a sample do we need to get representative data”? Like all good researchers our answer is usually, “It depends”. While technically true, that answer is not always helpful. Below I will argue that for most CX programs you probably don’t want. View Article.

Data 200

Data Customer Experience Customers 200

Experience Matters

NOVEMBER 15, 2017

I’m thrilled to announce (and congratulate) the winners of Temkin Group’s sixth annual Customer Experience Excellence Awards: AARP – formally established its AARP Experience (AARPx) team in 2016 with the mission to work across the enterprise to create a seamless, personalized experience for members that is supported by a customer-centric culture.

Groups 202

Groups Customer Centricity Culture Metrics 202

NICE inContact

NOVEMBER 13, 2017

Contact center agents are the most monitored, micromanaged workforce in existence. Anything that can be done to make an agent’s job easier is important to alleviate stress and costly attrition. Are your agents constantly switching back and forth between Salesforce and other applications? All that switching can burden productivity, but there is something that can help.

Contact Center 0

Contact Center Customer Satisfaction Multi-Channel Customers 0

Uniphore

NOVEMBER 14, 2017

The verdict came by email. Martha Mitchell learned that her request for 10 customer service agents was denied. All managers were expected to “Do more with less”. As director of customer experience, Martha was responsible for the contact center of 300 agents and a product support team of 20. She understood that there were only two ways to do “more with less.”.

Customer Service 130

Customer Service Contact Center Customers Management 130

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Customers

InMoment XI

NOVEMBER 14, 2017

When setting up customer experience (CX) programs our clients often ask, “How big of a sample do we need to get representative data”? Like all good researchers our answer is usually, “It depends”. While technically true, that answer is not always helpful. Below I will argue that for most CX programs you probably don’t want.

Data 160

Data Customer Experience Customers 160

Customer Bliss

NOVEMBER 14, 2017

Overview. Are you thinking about how to implement a customer experience journey at your startup? On this episode, Adriana Zeman , VP of Customer Success at Zaius , shares her proven path for making customer experience a part of the business in a startup operation. In our conversation, we cover her month-to-month plan to implement a customer success journey that goes beyond the initial onboarding phase.

Customer Success 0

Customer Success Customer Experience Strategy Chief Customer Officer 0

NICE inContact

NOVEMBER 14, 2017

Average talk time (ATT) is often a neglected little contact center metric. Overshadowed by its bigger, louder counterpart, Average handle time (AHT), it often stays in the background, waiting for someone to notice it and realize its potential. Let’s get something straight right off the bat—ATT and AHT are different, and serve distinct purposes. While average handle time takes into consideration things like hold time, wrap up work and anything else related to the interaction, average talk time is

Metrics 146

Metrics Average Handle Time Contact Center Guidelines 146

CX Journey

NOVEMBER 15, 2017

Image courtesy of Pixabay In business, your culture is the soul of the organization. The soul is the essence or the moral force of a person, their emotional or intellectual energy. It's the the part of you that consists of your mind, character, thoughts, beliefs, and feelings. Translate that to your company, and it becomes a good proxy definition for culture.

Culture 125

Culture Competitive Advantage Banking Employee Experience 125

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Communication

Beyond Philosophy

NOVEMBER 13, 2017

After my wife Lorraine and I ordered dinner in a restaurant the other night, I decided to have a glass of wine. Now, where was our waiter? I looked around and realized I didn’t have a clue what he looked like. So I asked Lorraine. “Do you see our waiter?” She craned her neck and then shrugged. It seems neither of us could remember the face of the fellow who had, just moments before, told us about the night’s specials in great detail.

Consulting 133

Consulting Banking Training Loyalty 133

Customer Bliss

NOVEMBER 17, 2017

How does your company incorporate its mission statement? Is it used daily as a decision-making lens for uniting the organization in making operational decisions? Most importantly, do employees know it and use it to improve customers’ lives and earn the right to growth? When I work with clients, it’s important that we define what I call, “clarity of purpose.

Chief Customer Officer 129

Chief Customer Officer Customer Journeys Case Study Customers 129

NICE inContact

NOVEMBER 13, 2017

Contact center agents are the most monitored, micromanaged workforce in existence. Anything that can be done to make an agent’s job easier is important to alleviate stress and costly attrition. Are your agents constantly switching back and forth between Salesforce and other applications? All that switching can burden productivity, but there is something that can help.

Contact Center 120

Contact Center Customer Satisfaction Multi-Channel Customers 120

Michelli Experience

NOVEMBER 14, 2017

When I was asked to do a TEDx talk about a year ago, I keyed in on the message that your brand (be that your individual brand or your corporate brand) is little more than “what people say about you when you are not around.”. In keeping with that message, I am excited to be blogging about one of my favorite leadership brands – Ed Mady and to use Ed as an example of the importance of creating signature moments that frame those “out of earshot” conversations.

Brands 113

Brands Hotels Leadership Guest Experience 113

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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

Beyond Philosophy

NOVEMBER 15, 2017

I have led hundreds of successful Customer Experience (CX) program successes. I have also led a couple that failed. What’s the difference between the successes and the failures? A few things, but one of the most significant is the way an organization’s culture is centered. Organizations fail to improve their CX when they lack customer-centricity. Customer-centricity requires you to put the Customer at the center of everything you do.

Customer Centricity 125

Customer Centricity Customer Journeys Consulting Culture 125

InMoment XI

NOVEMBER 16, 2017

From the blog: CMO from IDG, DOCUMENT STRATEGY Greater choice in the superannuation sector means customers are expecting more than just low management fees and high return, they’re expecting a superior experience. To find the insights that matter and act on them across all departments from marketing, operations to customer service teams, the Retail Employees Superannuation.

Voice of Customer 100

Voice of Customer Retail Customers Strategy 100

Provide Support

NOVEMBER 16, 2017

Customer service and marketing can intensify and strengthen each other. Customer service and marketing are often seen as completely different processes by most companies. Strategies for each of the process are planned independently; employees of these departments take separate trainings and sometimes work in different buildings or even countries. Indeed, differences are obvious – marketing is about getting new clients while customer service is about making them happy.

Customer Service 108

Customer Service Marketing Training Customers 108

ProProfs Chat

NOVEMBER 17, 2017

Improving customer support has become more important than ever, given the never-ceasing expectations of customers. As leading researchers indicate that organizations lose about $62 million every year due to poor customer service , you can’t expect any good with an average customer support. No matter how great your product your service is, you can’t sustain market competition without a top of the line customer service.

Self Service 111

Self Service Trends Chatbots Omni-Channel 111

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

Myra Golden

NOVEMBER 13, 2017

I recorded this video last week for a client. It’s part of a full 16-module customer service training. As a special treat for you, I’m sharing one module from my client’s course. This video is about giving customers an experience that makes them feel good and maintains their esteem. Viewers learn 3 Keys for a Friendly Customer Experience: Never Correct a Customer, Pacing a Customer’s Sense of Urgency and Acknowledging Concern.

Customer Service Training 91

Customer Service Training Video Course Training 91

Wired and Dangerous

NOVEMBER 13, 2017

As the Thanksgiving holiday approaches it is a great time to stop and reflect on your efforts to ensure your customers feel appreciated for no other reason than they are your customers! We know that today’s wired and dangerous customers are picky, fickle, vocal and vain*! It is particularly important to understand the fickle moniker. They are Fickle–much quicker to leave if unhappy.

Communication 93

Communication Fashion Innovation Brands 93

Beyond Philosophy

NOVEMBER 14, 2017

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Richard Branson and Herb Kelleher never studied HR theory or staff management principles. That said, they’ve proven to be pretty good at it. Both understand (in the case of Sir Richard at Virgin Group) and understood (in the case of Herb Kelleher at Southwest Airlines) the value of putting people and customers first, HR practice second.

Airlines 87

Airlines Culture Consulting Leadership 87

eglobalis

NOVEMBER 12, 2017

This article will help you as a leader to decide or help your teams to decide where to cut useless features and functionalities. There is no sustainable customer experience without its real pillars: quality, design, great products, services and a human-centric design. The post Why Customer Experience & Tech are about Less than More? Stop Counterintuitive Design & Cut the Waste appeared first on Eglobalis.

Customer Experience 90

Customer Experience Customers Customer Experience Design Technology 90

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Tips

ShepHyken

NOVEMBER 15, 2017

One of my colleagues in the speaking business, Bob Wendover, sent in this amazing story – and it’s not amazing in a good way. For years, the cable industry has unfortunately been one of those industries that finds itself in the bottom echelon of customer service rankings. While I believe the industry is making an effort to do better, and some companies are definitely becoming more customer-focused, it’s this kind of story that makes me wonder if they are going about it the right way.

Customer Service Training 82

Customer Service Training Training Wait Times Customer Service 82

Influitive

NOVEMBER 15, 2017

As we get closer to Advocamp 2017 (this Dec. 6-8 in San Francisco), the excitement is building around our amazing lineup of presenters. Advocamp is the biggest customer experience, engagement & advocacy event of the year, uniting hundreds of marketing, sales, and CS leaders from across the world. We’re thrilled to highlight some of the.

Meeting 85

Meeting Sales Marketing Engagement 85

Heart of the Customer

NOVEMBER 16, 2017

In the Harvard Business Review article, “The New Sales Imperative,” the CEB reports that in just the last two years the average number of people involved in a B2B purchasing decision has increased from 5.4 two years ago to 6.8 today. This change has made the journey far more complex, creating longer sales cycles and an overall more challenging sales process.

B2B 74

B2B Sales Report Customers 74