Loyalty Programs Don’t Drive Loyalty; Customer Experience Does
OCTOBER 17, 2013
Recent studies show loyalty programs are not effective at creating customer loyalty, but customer experience improvements are. Articles Customer input Journal Featured Customer Experience Loyalty Loyalty Programs
APRIL 29, 2013
Simply satisfying customers with what you perceive to be their needs isn't enough anymore. 60%-80% of customers who claim to be "satisfied" still abandon a business relationship. Employee turnover averages 20%-50% a year for U.S. businesses, which takes a toll on financial performance as well as productivity. Yet there are companies who continue to grow a loyal customer base, and who steadily grow their profitability. The difference is listening to the voice of your customers and employees
A Customer Service Rock Star!
DECEMBER 4, 2013
Today we are pleased to feature another post by guest blogger Sarah Simon. Sarah shares a recent experience with Home Depot to showcase how a potential customer service disaster can be transformed into a positive customer experience. When the right skills and behaviors are deployed you can become customer service rock star! Background. Residential flooring replacement can be stressful. Uh oh.
Why do customers want to keep coming back?
JANUARY 22, 2013
There’s only one chance to make a great first impression; that very moment you turn a customer off when something goes awry is the same moment the competition tries to reel him in with a more attractive offer and a lot of new promises. For many of us the ultimate in business growth and success is repeat business, because these are the very loyal customers who will not only return for another service or purchase, but these are the very same people who will tell others why they have chosen us and advise them to follow our successful paths. The couple decide to stop in for a chat.
5 Things You Can Do to Make Your Customer Experience Stickier
Tactics for Boosting Engagement and Brand Affinity.
Duke Energy Puts PSIM to the Test
OCTOBER 31, 2013
Duke Energy is one of the first electric power companies in the U.S. to successfully deploy PSIM for critical infrastructure protection. I had the great pleasure of interviewing Darren Myers, managing director of Enterprise Protective Services for Duke Energy, and Rocco “Rocky” Marcello, former director of Duke Energy’s Enterprise Protective Services. They shared some impressive results, which highlight the advantages of PSIM: 1. Security operators use NICE Situator to keep watch over 53 critical sites (a number anticipated to grow to 110 by year’s end).
Quality and Consistency Wins Business and Drives Revenues
JUNE 17, 2013
I like pizza. I think I’m among a majority of people who do. And, pizza I would say is as much a commodity as coffee—although people certainly have their preferences and favorites for sure. While I’m not here to debate the nutritional merits of pizza, I will admit that I have this craving I must satisfy every couple of weeks. Therefore, pizza has been a regular element of my diet. I don’t share this very readily or very often with my nutritionist. I figure as long as I also consume my requisite daily intake of fruits, vegetables, and whole grains, I’m in good accord. But, I digress.
14 Facts About Customer Experience
NOVEMBER 18, 2013
I love this infographic – simply said, delivering on customer experience delivers on long term growth. Customer Experience
Paying Attention to the People with Kate Nasser
APRIL 8, 2013
Kate Nasser has a speciality she loves to talk about: how the quality of the people, their training, their coaching can make the world of difference to the customer service you can offer as a company. It is for this reason I was excited to have her on this episode of the CX404. As much […] Kate Nasser has a speciality she loves to talk about: how the quality of the people, their training, their coaching can make the world of difference to the customer service you can offer as a company. It is for this reason I was excited to have her on this episode of the CX404.
How Does Customer Experience Impact Angry Customers?
Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.
The Good Stuff on Customer Success you should be Reading
NOVEMBER 22, 2013
Customer support and customer service have been around for decades. These were the necessary evils of the traditional sector – the old-model reactive break/fix cost center – to resolve problems resulting from breaks and service interruptions. The misconception with SaaS is that there is no longer a need for a team of this nature in today’s organization.
The Widening Gulf of Customer Experience
JUNE 5, 2013
With the increasing popularity of the term customer experience also comes confusion on its definition, giving the advantage to organizations that understand and have a genuine commitment it to further differentiate themselves from those who don’t. Articles Customer input Journal Featured Customer Experience Leadership
One Question that Leads to Misguided Customer Experience Management
SEPTEMBER 3, 2013
The last time I checked, the reason we do customer experience research is to understand how a company delivers a great experience to its customers. We also want to understand what can be done to improve that experience, creating stronger customer relationships and in turn, stronger business performance. Recently, my colleague Randy Brandt, published a. View Article
Good Agent, Bad Policy
AUGUST 28, 2013
Today we are pleased to feature a post by guest blogger Sarah Simon. Sarah shares a recent personal experience to demonstrate how important it is for companies to take a good hard look at their policies and procedures through the lens of the customer experience. Some great tips, and a great read! Background. I could sense this agent shared my frustration. Assessment. So what happened here?
Are Your Technology Decisions Killing Your Customer Experience?
Read this eBook to learn how your database technology decisions can affect your ability to deliver either a transformational customer experience or a lackluster, dissatisfying encounter that benefits your competitors, not your bottom line.
Is customer service more about loyalty or preventing frustration?
OCTOBER 8, 2013
So here we are in the midst of football season, and wherever I sit to watch a game, invariably the question comes up as to whether offense or defense is more important? Of course, in football every yard gained by the offense means the defense has given that yard up, yet it is the offense who has to score. Then again the defense is in charge of keeping their opposition from scoring.
Customer service culture
Very Best Service
NOVEMBER 12, 2013
Customer service culture Establishing the right customer service culture is a vital part of any customer service policy and a pre-requisite for delivering the best service possible. Companies want to make sure that their employees behaviours are conditioned by a set of values and beliefs which will protect the interests of all customers during their sales, marketing and servicing efforts.
Positive Employee Engagement Enables Great Customer Experience
Win the Customer
DECEMBER 31, 2013
Consistently delivering an exceptional customer experience requires creating employee engagement and culture that cultivates positive service actions. Culture Customer Experience Management Employee Engagement Good Reads Recommended
PSIM ROI: The Hidden ROI of better security
FEBRUARY 7, 2013
When a company invests in a solution such as PSIM the obvious reason is to improve security. But when’s the last time you heard “improved security” mentioned as a source of ROI? Yet, the potential ROI from security improvements can far outweigh any operational cost savings from PSIM. This is especially true in very sensitive industries where the cost of a security breach, the mishandling of a safety malfunction, or failure to comply with regulations can have huge financial impacts. Take for example catastrophic situations. How much does improved security “save us”?
5 Customer Satisfaction Templates You Can Use Right Away
Begin or improve your customer satisfaction program with these 5 ready to use templates.
I Can’t See the Forest—the Trees are in the Way
JULY 1, 2013
As a Bank of America (B of A) customer over the last 15 plus years, [and having arrived here more as the result of acquisition than by choice] I have been a loyal customer in the sense that I have stayed and have not migrated to another banking institution. Call me a creature of habit, but nothing has yet driven me to defect from B of A. No here’s where it gets interesting. Figure 1.
Touchpoint Measurement 101: Part III
NOVEMBER 23, 2013
Touchpoint Measurement Challenges As we’ve outlined in Part I and Part II of our Touchpoint Measurement 101 series, a formal, ongoing and consistent touchpoint measurement system forms the backbone of any successful customer experience management program. But let’s face it. Touchpoint measurement is not the easiest thing in the world to do, especially if you […]. Blog Experience Map Journey Map Touchpoint Map
Bank Mobile App and Customer Service
NOVEMBER 13, 2013
I just came across an article from 1to1 (sorry, login wall) but the point was it brought to my attention a US bank and its jump into Customer Input in designing a mobile application. You can see more about this application on their own web page as well. link] has won an award from Forrester for their […]. Digital Interactions Applications Banking Designing
The 3 Things Every Prospect Wants to Hear
DECEMBER 12, 2013
Prospects invest a great deal of time researching the right solution. For some, it’s easier because they’ve got a hot tip on a must-have service – and if that’s your service then you’ve been working really hard at customer success! people ) and the prospect is really kicking the tires on your trial. So why should they become your customer? We will be there during every one of your decisive moments.
Customer Experience Strategy: How to Measure the Immeasurable
Take a second to reflect on the brands you love. How do you go about creating an awesome customer experience strategy that works for your own customers?
Authenticity: Lesson in Exceptional Service from a Small Coffee Shop
AUGUST 21, 2013
A small coffee shop provides an example of one of the most important principles in delivering truly great and unique service: authenticity. Blog Customer input Journal Featured Customer Experience Customer Service Employee Engagement
How to Market Electric Cars in the U.S.
AUGUST 22, 2013
I had a chance to speak at the National Academies of Science about electric cars. The committee I was presenting for is charged with developing a strategy to encourage the use of electric vehicles in the US. One of the first steps is to understand who these customers are, where are they coming. View Article
Has Your NPS Fallen & Can’t Get Up? Try Sharpening Your Axe
SEPTEMBER 3, 2013
We can debate the merits of Net Promoter System (NPS) and whether it is the most effective and accurate measure of customer loyalty , but for many in-house and outsourced call centers, NPS has been selected as the customer loyalty metric, and that’s just the way it is. Love it or hate it, NPS is the metric, so that’s what we’re shooting for. “Ok, I hear this all the time. I’m busy.
Recruiting talented employees to enhance customer service
JULY 31, 2013
Happy employees make for motivated people who want to deliver the best customer service they can to assist consumers and clients. These are the people who become the eyes, ears, and voices for any organization, often beginning at the receptionist desk and progressing all the way up the corporate ladder to the person in charge of operations. So how do we keep employees happy and engaged?
7 Steps to Elevate Your Customers' Experience
Learn how to walk through your customer's journey in order to improve their satisfaction and engagement
Treat your customers like Royalty
Very Best Service
SEPTEMBER 20, 2013
Treat your customers like Royalty Should you treat all your customers like Royalty? We have written previously about whether to offer a standard customer service to all or tailor it to individual customers or group of customers. The debate rages on as tailored customer service will obviously be much more expensive to deliver. There is even an argument that tailoring is not actually required.
3 Reasons Customer Service Management Software is More Critical Today
Win the Customer
DECEMBER 30, 2013
Customer service management software and CRM focuses on providing more efficient ways to unify business activities to carry out more effective customer service actions contributing to a better service experience. Technology is helping businesses face many of the challenges they face as they try to maintain or build market share. One of the most helpful […]. Customer Service
PSIM ROI: Achieving operational savings
JANUARY 24, 2013
There are those who say that security systems, specifically PSIM solutions, don’t provide true ROI, but are simply a cost of doing business. Personally, I believe that PSIM solutions are a great vehicle for security management, which save expenses and prevent unnecessary costs. In this two-part blog (for part two click here), I’ll explore two types of ROI value that PSIM systems deliver. The first type, and the one most often discussed in relation to PSIM, involves “doing more with less.” Here are some of the ways: Increased Personnel Effectiveness.