Customer Journey Management – it’s not just about the mapping!
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. A collage of customer journey maps! Some are simple. Some are complicated.
Customer Service Trends 2017: An Effortless Customer Experience is Vital for Loyalty
JANUARY 5, 2017
“In the old world, you devoted 30% of your time to building a great service and 70% of your time to shouting about it. In the new world, that inverts.” ” – Jeff Bezos CEO of Amazon. Customers expect top-notch service, with no patience or loyalty for companies that don’t provide it. They can easily search for a better alternative to your product or service. Bain & Company.
How 6 marketing leaders plan to improve customer experience
JANUARY 13, 2017
Two-thirds of CMOs are now on the hook for improving customer experience (CX). Despite all the recent buzz about CX becoming a bigger part of the marketing function, however, CMOs have yet to really step up to the plate. According to a 2016 study by Deloitte and the CMO Council , only a small minority of marketing leaders have made significant progress in improving CX. On one side, you have value.
More on the positive ties between good CX and revenue
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. It works.
5 Things You Can Do to Make Your Customer Experience Stickier
Tactics for Boosting Engagement and Brand Affinity.
Could Employees Be Your Most Important Customer Segment?
FEBRUARY 27, 2017
We hear a lot about treating employees as you would your best customers. There is a wealth of research pointing out the benefits of a happy and engaged workforce in creating a great client experience and leading to improved business results. At least back as far as the Service Profit Chain, we have talked about. View Article
Can You Train Contact Center Agents in Empathy?
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. That makes us curious: can you train contact center agents in empathy? We decided to explore how we can reinforce empathy in contact center agents. Empathy Must Be a Core Value in Your Contact Center.
Increasing the Efficiency of Digital Customer Service
MARCH 6, 2017
Today, digital innovations have sparked a transformation in the rules of customer engagement, a new age of customer service being driven by the customers, themselves. Read More. Jacada Blog
Customer Relationships and Moments That Matter
FEBRUARY 22, 2017
Image courtesy of Corporate Traveller Are you challenged at developing lasting relationships with your customers? I was recently sent a copy of KPMG Nunwood's report titled B2B Customer Experience: Winning the Moments That Matter. The report is filled with some great nuggets, but I latched on to the phases of relationship connection and moments that matter. And which are moments of failure?
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.
2017: The Year Of The Journey
JANUARY 23, 2017
Over the last decade, journey maps have transformed from obscure design artifacts to common customer experience tools. And they’re not just for CX professionals anymore. These conversations paralleled many others that I’ve had over the past year with clients hailing from marketing, process improvement, and quality assurance. In short, excitement for journey maps has reached fever pitch.
The Role of Digital in Customer Experience, by Sandeep Kuvvarapu
MARCH 22, 2017
The customer has always been at the heart of every business, be it a street vendor selling hot dogs or a multi-national firm selling a wide range of products. All business have taken necessary measures, so that customers become loyal, provide repeat business, and advocate their products & brand – thereby increasing the customer base. and Pepsi Co. billion in USA and $ 300.00
14 Articles to Help You Deliver Flawless Customer Experiences in 2017
JANUARY 12, 2017
Narrowing down to a handful of posts to round up a year is tough. It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! How do you round off a year that’s been so good to the customer service industry? To remember why we do our jobs in the first place: the customer.
Innovative Service Requires Character!
Wired and Dangerous
JANUARY 10, 2017
“Would your work practices change if your son or daughter was watching you in order to learn life lessons?” my business partner, John Patterson asked a group of senior leaders. The company was famous for its profit at any cost mentality and had indicated a desire to become more customer-centric with a long-term view. Once they do, they scream at the call center. trk=prof-post.
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.
What Makes Customers Unhappy? Avoid These 3 Pitfalls
JANUARY 18, 2017
Guest Post by Michael Becker, content strategist at Sharpen. Better customer experiences equal happier customers. And happier customers are what carries business forward. They buy more, buy more often, and share their experiences with others. Though keeping customers happy is important, it isn’t always an easy task. Avoid these three pitfalls in order to keep customers happy. Nobody is perfect.
The social media dilemma: how to get the most dangerous customer service channel right
JANUARY 3, 2017
Social media: a platform that allows consumers to say anything they like about a brand – and broadcast that message to the world. When you think about it, it’s not surprising that many businesses consider social media to be one of the dangerous communication channels. If you get it wrong, the negative PR will spread like wildfire. However, it’s not all bad. billion less than in 2013.
How to Make Customer Experience Magic with Co-Creation Sessions (part 1)
JANUARY 11, 2017
Are you looking for ideas to help improve the experience you’re delivering to customers? Customers are often full of great ideas, but they’re waiting for you to ask! We often focus on the negative feedback we get from customers. After all, an honest complaint is a great opportunity to improve the experience, so we should see each […].
How to Implement Experiential Marketing and Brand Loyalty Into Your CX Strategy
FEBRUARY 13, 2017
Today’s connected world and ever-present technology have changed the way we think about engaging with companies. Whether you’re a major corporation, or a bustling startup, people expect their interactions to be something that wows them. Simple ads are important, but they are just a piece of the puzzle. In today’s world, companies need to create. View Article
5 Customer Satisfaction Templates You Can Use Right Away
Begin or improve your customer satisfaction program with these 5 ready to use templates.
Is the Customer Really Always Right?
JANUARY 10, 2017
It may seem outrageous to those in the customer service business, but the answer is most definitely “no.” Nowhere in the call center industry is this more evident than in insurance claims support scenarios. The need for insurance of some description is one of those morbidly certain things in life like death and taxes. So how do we engage and support these customers without turning them off?
Digital Engagement on the Voice Channel
MARCH 17, 2017
Jacada is dramatically improving the experience of customer service at contact centers around the world. By providing the option to pivot an inbound call to a digital session, customers are able to bypass long hold times and effectively self-service their inquiry. This digital session is launched in-context, when required, and all without the need to download a mobile app. Read More. Jacada Blog
Creating the ultimate fan experience in a $1.5 billion stadium: Tips from the Atlanta Falcons and Atlanta United FC
JANUARY 26, 2017
Photo credit: Streeter Lecka / Getty Images. It’s shaping up to be a big year for the Atlanta Falcons. After beating the Green Bay Packers in the NFC championship, the team is set to face off with the New England Patriots in Super Bowl 51 in Houston on February 5. . As if having a dream season isn’t enough, the team is preparing to move to the Mercedes-Benz Stadium later this year.
The Five Phases of Decision-Making - Part 1
JANUARY 26, 2017
Image courtesy of pls47 Have you adopted a decision-making process that works well for you? If you have, I'd love to hear about it. If not, read on. As a leader, your next best action is based on making a decision as to what that action will be. How do you arrive at that decision? I've been reading Peter Drucker's The Practice of Management ; in it, Drucker devotes a chapter to decision making.
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?
Engaging Your People in Customer Experience Improvement Activity: 6 Key Questions
MARCH 20, 2017
In this, my exclusive column for CustomerThink, I continue to explore in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. It is important to stress that the ‘tips’ are in no particular order – tip number four is no less important than tip number one – although all the tips are connected to each other in some way. It absolutely did.
Is Emotional Intelligence Key To Outstanding Customer Service?
FEBRUARY 2, 2017
Working in customer support can leave you feeling like an unrecognized or unsung hero. Praise is often in short supply and there is a lack of awareness about areas of responsibility and how much work the support team does. Within a brief conversation the agent is expected to engage each customer, fix their problem and move on swiftly to help others. That’s for technical knowledge. Self-Regulation.
The 2017 Customer Experience Outlook
JANUARY 17, 2017
I’m thrilled to announce the publication of our latest FREE eBook: The 2017 Customer Experience Outlook. My friends at Doberman and I recently reached out to our favorite customer experience authors, designers, and industry leaders shares to see what they’ve been thinking about at the beginning of 2017. To communicate honestly. To be kind to one another. FREE Resources Kerry Bodine & Co.
What will CX look like in 2017?
JANUARY 5, 2017
Over the holidays, I read two interesting articles about customer experience. The first one, from Forbes , is called “Five Bold Expert Predictions For 2017.” ” (I am not among these experts, no.) The second article is from Harvard Business Review and called “The Most Common Reasons Customer Experience Programs Fail.” Let’s dive deeper. Chatbots. Omnichannel.
7 Steps to Elevate Your Customers' Experience
Learn how to walk through your customer's journey in order to improve their satisfaction and engagement
ICUC 2017 at NICE Interactions Welcomes Keynote Speaker – Alec Baldwin!
JANUARY 19, 2017
We’ve managed to top ourselves again by bringing to inContact’s user conference (ICUC) at NICE Interactions 2017 one of the hottest celebrities on the scene – Alec Baldwin! Throughout Alec’s impressive career, he has worked on fascinating projects on stage, on screen and in film. Learn more. The post ICUC 2017 at NICE Interactions Welcomes Keynote Speaker – Alec Baldwin! Customer Experience ICUC
Using Customer Journey Maps: Dirty Secrets and Wasted Opportunities
FEBRUARY 13, 2017
Customer journey mapping is having a moment. Using customer journey maps is becoming almost (almost!) commonplace. Organizations see how beneficial mapping the customer experience is. It’s a way to understand the experience your customers are having so you can improve those confusing, frustrating or neglected parts on the journey. But there is a dirty little secret […].
Here Comes CXFusion 2017
JANUARY 12, 2017
In the hustle and bustle of our lives, there usually isn’t enough time to keep up with the nuances of our industry. Events such as CXFusion can fix this. What better way to get up to speed and further your career than by attending a conference where not only top influencers attend, but also where. View Article