COPC

APRIL 6, 2018

This is especially true as companies increasingly focus on creating an exceptional customer experience (CX) across channels. But by attempting to apply traditional call center metrics, the things being measured aren’t necessarily what matters most to customers. However, this list should be a starting point rather than an end point.

Metrics 40

Metrics Customer Focused Call Center Social Media 40

CX Journey

MARCH 13, 2018

It appeared on their blog on December 6, 2017. The good news is, more and more company leaders are starting to get that they need to focus on the customer experience; the bad news is, many – most – are still struggling with the concept , choosing instead to focus on sales, metrics, and maximizing shareholder value. Why does this exist?

Customer Centricity 173

Customer Centricity Customer Journeys Customer Experience Professionals Metrics 173

ProProfs Chat

DECEMBER 23, 2019

If you were to answer a question, “What is that one thing that customers hate the most? . Customers don’t want to go out of their comfort zone to solve their own problems. So what can you do to provide a smooth and delightful experience to customers throughout their journey? But what is customer centricity ?

Customer Centricity 96

Customer Centricity Customer Journeys Knowledge Base Effort Score 96

ijgolding

JANUARY 24, 2017

From the first time I arrived in Abu Dhabi in 2012, to the my most recent trip to Dubai last week, it has always been clear that the region has a strong desire to satisfy – and often wow – the customer. As a customer, there is so much to be impressed by – whether you be in the United Arab Emirates, Oman, Qatar or Saudi Arabia.

Customer Experience 120

Customer Experience Transportation Banking Customer Journeys 120

Customer Bliss

AUGUST 15, 2017

Annette Höher-Bäuerle went from being internal legal counsel at the Thomas Cook Group to leading all of Customer Experience globally. Her skills and long tenure with the company led her to use agile design thinking to prove and implement changes in the customer experience — to gain traction and drive real sustainable improvement.

Travel 204

Travel Industry Hotels Customer Journeys 204

ShepHyken

OCTOBER 17, 2016

Each week I read a number of customer service articles from various online resources. The Differences Between Feedback From Paying Customers vs. Free Users by Elias Torres. Drift) When it comes to being customer-driven, there’s a difference between treating people right and doing everything that people ask.

Customer Service 48

Customer Service Customer Journeys Tips Loyalty 48

Customer Bliss

JANUARY 12, 2017

It’s early 2017 now. Hopefully you have eyes on a customer strategy for this year. I’ll show you the five-competency maturity map in a second, but you can also think of this customer strategy as “crawl, walk, run.” Customer strategy: The five-competency maturity map. Unite and build.

Strategy 100

Strategy Chief Customer Officer Leadership Customers 100

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 132

Chief Customer Officer Customer Centricity Call Center Metrics 132

ijgolding

JANUARY 17, 2017

In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. In November 2016 I did so with tip number 1 – how to make Customer Experience a priority for the whole company – you can read it here.

Customer Experience 168

Customer Experience How To Customer Centricity Tips 168

Avaya

APRIL 27, 2017

But this May 22-25, when you arrive in Orlando for the 2017 ICMI Contact Center Expo and Conference , we think you’ll be heading for what we like to call the second happiest place on earth. Each year, contact center executives gather for a few days of education on the latest innovations designed to ensure customers have a great experience.

Contact Center 54

Contact Center Omni-Channel Customer Journeys Multi-Channel 54

ijgolding

MAY 2, 2017

Last week I wrote an article on the subject of ‘common sense’ To be more accurate, I wrote about the lack of common sense and how it’s absence was continuing to destroy customer experiences all over the world. Oscar Munoz, Chief Executive Officer, United Airlines, speaks during the 2017 Aviation Summit hosted by the U.S.

Airlines 181

Airlines Customer Centricity Policies Travel 181

ShepHyken

DECEMBER 26, 2016

Each week I read a number of customer service articles from various online resources. The Hidden Costs of Poor Internal Customer Service By Joanne Wortman. Integrify) Of course, every business understands the need to maintain a high commitment to providing excellent customer service. Here are my top five picks from last week.

Chief Customer Officer 83

Chief Customer Officer Customer Service Lifetime Customer Loyalty 83

Kerry Bodine

FEBRUARY 15, 2022

It’s always interesting to see which new posts catch people’s attention (like #9 and #5 on the list) and which older posts (like #8 and #2) remain as enduring resources for those in the customer experience field. The Trade-offs Between Quant & Qual Customer Research. #9: The 9 Stages Of The Archetypal Customer Journey. #7:

Customer Journeys 120

Customer Journeys B2B Touchpoint Measurement 120

Kayako

MARCH 14, 2017

Brandon (@TheBrandonPFrye) February 22, 2017. Warby Parker are just one of many brands in the fast-growing vCommerce space who are inciting incredible customer love as a result of their their dogged focus on delivering fantastic customer experiences – and reaping the rewards: their latest funding pegs them at an eye-watering $1.2

Brands 99

Brands Customer Experience Retail e-support 99

Verint

SEPTEMBER 7, 2017

Mini-journey mapping and other employee/customer engagement strategies can help make your next conference the best one yet. From registration to closing, every interaction—even the micro ones—between your customers and your employees can make the difference between an amazing or so-so experience for conference attendees.

Conference 25

Conference Customer Journeys Employee Engagement Effort Score 25

Verint

FEBRUARY 21, 2017

What will your brand’s promise and purpose be in 2017, and where does the Customer Experience (CX) Program fit in? Milestones are important reminders. Perhaps more importantly, what should we as CX professionals consider about the brand?

Brands 24

Brands Customer Experience Customer Focused Customer Satisfaction 24

Eptica

OCTOBER 10, 2017

Date: Wednesday, October 11, 2017 Balancing the human and the digital in customer experience. Published on: October 11, 2017. She recently contributed the foreword to Eptica’s new whitepaper, Putting the human at the heart of digital customer experience. Meeting these consumer needs seems daunting.

Customer Experience 49

Customer Experience Self Service Chatbots Consumers 49

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

transcosmos Information Systems

NOVEMBER 6, 2018

Financial commentators and investors have expected this to happen, seeing that technology share prices ended strong in 2017 and are continually booming this 2018. Also: 4 Customer-Oriented CEOs and What We Can Learn from Them. And with that, let’s take a look at other ways Apple makes their customer service solutions better.

Customer Service 48

Customer Service Ecommerce Hotels Wait Times 48

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. But, once you begin to look into customer journey analytics at a deeper level things become much less clear.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Survicate

SEPTEMBER 13, 2018

Survicate customer since: October 2017. This cutting-edge solution cuts the time and costs needed to get the perfect design by using AI to generate custom logos. Michael Irvine, Head of Marketing, turned to Survicate when they encountered a friction point in their customer journey. 30+ employees. Email surveys.

ROI 61

ROI Case Study Survey Feedback 61

Verint

AUGUST 31, 2017

Engage APAC Customer and Partner Conference 2017. Verint will gather attendees from all over the Asia Pacific region and around the world for this event to highlight customer success, solution innovation, customer experience (CX) insights and best practices for maximizing customer and employee engagement.

Culture 27

Culture Engagement Customer Service Conference 27

Customer Alignment

JANUARY 21, 2018

We have all seen a range of articles talking about predictions for Customer Experience in 2018. I have waited until the dust has settled from 2017 before giving my views on what might lie ahead this year. What is done with the data or customer ‘evidence’ is what matters or in reality it has no real value to an organisation.

Net Promoter Score 40

Net Promoter Score NPS Customer Journeys Exercises 40

Verint

AUGUST 1, 2017

Verint Summer School 2017. Verint experts will present 15 English and Dutch interactive webinars throughout August on effective ways to enhance interactions with customers. CRMXchange.com Roundtable: How to Deliver an Effortless Customer Experience. August 1-24; Webinar Series. August 3; Webinar.

Customer Experience 25

Customer Experience ROI Analytics Employee Engagement 25

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

CX Journey

JANUARY 3, 2018

Image courtesy of Pixabay I originally wrote today's post for CallidusCloudCX; it was published on their blog on July 26, 2017. They lead to reduced efficiencies, waste resources, kill productivity, reduce morale (with a them-and-us mentality), and are detrimental to your ability to create a customer-focused culture. Try these.

Customer Journeys 149

Customer Journeys Culture Government Leadership 149

ShepHyken

DECEMBER 18, 2017

Each week I read a number of customer service articles from various online resources. Customer Experience Mapping: How to Create Smoother, More Effortless Journeys by Hutch Morzaria. First, let’s go through what a journey map is and how to complete one. The premise is simple: Treat customers as individuals.

Customer Journeys 79

Customer Journeys Customer Service Infographics Innovation 79

Customer Alignment

DECEMBER 18, 2017

This year, customer experience has broadly been recognised by the business community as a key imperative and growth driver. As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017. As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45

SmartKarrot

JANUARY 5, 2021

The evolving field of Customer Success owes its origin and rapid rise to a passionate community of pioneers, proponents, and practitioners. Here’s our Top 50 Customer Success Influencers list celebrating those frontiersmen and women pushing the boundaries and making Customer Success the force that it is today. Lincoln Murphy.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

Eptica

NOVEMBER 8, 2017

Date: Wednesday, November 8, 2017 How to make your organization truly customer centric. Published on: November 08, 2017. Author: Olivier Njamfa We all know that today it’s vital to put customers at the heart of your business. How do you become more customer centric? I am going to focus on four of them here.

Customer Centricity 96

Customer Centricity How To Self Service Chief Customer Officer 96

LiveChat

AUGUST 3, 2018

It’s easy to envy great brands for their loyal customer base or their fabulous products. However beneath that sheen of success, we don’t get to see the thousands of hours spent in building businesses that are ready to weather any storm, withstand intense competition, and please the most exacting customer. Know your customer.

Customer Focused 28

Customer Focused Company Multi-Channel Airlines 28

Comm100

MARCH 1, 2018

Many e-commerce sites fail entirely at providing assistance to their customers. Live chat is an ideal support channel in these types of situations – where customers make buying decisions quickly, and if they encounter a problem, that needs to be resolved quickly. Build an Optimal Channel Mix. Many websites offer email assistance.

Contact Center 105

Contact Center e-support Self Service Knowledge Base 105

Customer Guru

DECEMBER 13, 2017

The Customer Experience Buzz. Customer experience is becoming more important with every passing year. I, however, believe that customer experience is becoming a part of the boardroom discussion in companies. Here’s the slideshare for a quick refresher: Customer Guru – 10 for NOW from Customer Guru.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

ShepHyken

JUNE 12, 2017

Each week I read a number of customer service and experience articles from various online resources. 27 Experts Discuss Key Customer Support Metrics That Drive Growth by Robbie Richards. The titles of the experts weighing in include CEO’s to directors of customer success, engagement, etc. Individual agent metric 2.

Customer Service 78

Customer Service Infographics Metrics Loyalty 78

Customer Alignment

JUNE 28, 2017

A massive 87% of UK customers are with one of these Big Six energy suppliers. According to USwitch, UK customers are over-paying for their energy by £3.6bn collectively or £191 per household per annum ! This is because customers are automatically moved onto more expensive tariffs when their fixed deals expire.

Company 40

Company Customer Experience Comparison Airlines 40