ShepHyken

JULY 8, 2019

Roger Dooley) Internet service providers and cable TV services have the lowest customer satisfaction ratings of all rated industries in one survey. These firms do many things poorly, but a bizarre interaction with my current internet provider uncovered a brand new customer experience failure. by Roger Dooley.

Customer Service 115

Customer Service Social Media Customer Experience Professionals Customer Care 115

Verint

MAY 23, 2017

The 2017 Engage Global Customer Conference in sunny Orlando, Florida has kicked off and is going strong! We are delighted to welcome users of solutions and services from Verint as well as the latest additions to our family of companies—Telligent, Contact Solutions and for the first time, OpinionLab.

Conference 36

Conference Engagement Customers Company 36

Verint

FEBRUARY 21, 2018

It’s the Verint Engage global customer conference, and registration is underway for this year’s event at the Sheraton Dallas Hotel May 14 – 17. If you need help persuading your manager to allow you to attend, just download the conference justification memo that you can easily customize. Networking. Let’s do this, partner!

Conference 36

Conference Engagement Entertainment Hotels 36

Verint

MARCH 13, 2018

The Verint Engage18: Global Customer Conference sessions have been expertly tailored to deliver the very same elements as your perfect restaurant. The conference is slated to showcase musicians, comedians and even a great way for attendees to give back to the community. It has everything we want or need for a great meal.

Conference 29

Conference Roadmap Employee Engagement Tips 29

Verint

MAY 25, 2017

Activities continued this week in Orlando as part of the Verint Engage 2017 Global Customer Conference at the Loews Royal Pacific Resort. Click here for a look back at how the event opened.

Conference 39

Conference Engagement Customers Customer Focused 39

Verint

APRIL 10, 2018

You can still find ways to tap into your inner cowboy while attending the Verint Global Customer Conference in the Big D, May 14-17. The Engage18: Global Customer Conference is all about making connections, right? So after the conference, why not take your new-found connections over to The Standard Pour.

Conference 26

Conference Retail Connections Contact Center 26

Beyond Philosophy

NOVEMBER 6, 2014

All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

ShepHyken

MAY 16, 2022

If you want to fill a room at a conference, just put the word “metric” in your session title, and you’re good to go. Mention “Net Promoter Score” or “Customer Effort Score,” and you’ll need to order more chairs. Customers are complaining that service is worse than ever. Power 2022 North America Airline Satisfaction Study.

Customer Service 64

Customer Service Net Promoter Score Airlines Customer Journeys 64

Storyminers

JULY 6, 2020

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster and frequent conference speaker, panel participant, and Chari. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Colin has written seven bestselling books on Customer-driven growth.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

MARCH 25, 2019

My Comment: A company that is known for its amazing customer service has it baked into its culture. This article covers three foundations that are the root of a customer-focused culture; purpose, promise and values. Customer Service Skills You Need to Master by Alex Yumashev. by Ricardo Saltz Gulko.

Customer Service 107

Customer Service Competitive Advantage Trends Culture 107

Storyminers

JULY 6, 2020

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster and frequent conference speaker, panel participant, and Chari. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Colin has written seven bestselling books on Customer-driven growth.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Beyond Philosophy

OCTOBER 28, 2014

Overlook this, however, and you are not likely to end up with the Customer focus you seek. This post is the second in a series of nine posts looking at the different parts of the organization contributing to Customer Centricity. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 120

Net Promoter Score Customer Experience How To CEM 120

Customer Bliss

AUGUST 15, 2017

She is a regular speaker at CX events and conferences across Europe. But it did address a major customer experience pain point. They launched it on a smaller scale in some hotels, and saw an increase of NPS/customer satisfaction scores. The process looks a bit like this: Invite customers. Go for them.

Travel 204

Travel Industry Hotels Customer Journeys 204

Verint

FEBRUARY 22, 2017

Renowned photojournalist, author, and adventurer Dewitt Jones will be a keynote speaker at the Verint Engage Global Customer Conference in Orlando.

Conference 25

Conference Engagement Industry Customers 25

Thematic

JANUARY 2, 2019

Leadership must be committed to improving and should regularly attend training, seminars and conferences. Allowing them the freedom to develop CX initiatives will ensure they are customer focused and invested in organizational goals. Frontline supervisors, leads and managers are a great source for ideas- one of the best IMO.

Engagement 98

Engagement Customer Experience Contact Center Policies 98

Verint

FEBRUARY 7, 2017

These days, organizations across all industries need to make good use of their time and resources—and discover ways to strengthen customer relationships. Verint customers have the opportunity to do all three in sunny Orlando, Florida, May 22-25 at the Verint Engage Global Customer Conference.

Conference 20

Conference Engagement Customer relationships Resources 20

ClearAction

DECEMBER 16, 2017

There’s a myth that talking often to your customers (sales, service, surveys, etc.) means you’re customer-focused. However, customer-focus goes beyond lip-service to the primary motives that drive your behaviors. Gap in Desired Versus Actual Customer-Centricity. 1 Why is there such a huge gap? Staff meetings. (3)

Customer Centricity 63

Customer Centricity Culture Return on Investment Conference 63

ShepHyken

APRIL 23, 2018

When it comes to customer service, simple means clear and easy-to-understand. The Mechanics Of Customer Satisfaction: DMA Study Cites Obstacles And Goals by Ray Schultz . MediaPost) Brands are trying to improve their customer experience. And, by the way, simple doesn’t always mean easy. I’m sure you’ll enjoy Paul’s list.

Customer Service 79

Customer Service Employee Engagement Study Conference 79

ChurnZero

JANUARY 24, 2022

Customer centricity is a customer-focused mindset that places the user’s experience at the forefront of the business strategy. When it comes to current employees, the role that the customer plays in the business should continue to be a focus. Encourage employees to sit in on customer service calls or industry conferences.

Customer Centricity 98

Customer Centricity Strategy How To Customers 98

West Monroe

JUNE 8, 2018

West Monroe attended the 2018 CS Week conference hosted in Tampa earlier this month. CS Week is the premier annual educational and customer service conference serving electric, gas, and water/wastewater utility professionals globally.

Loyalty 40

Loyalty Self Service Chatbots Retail 40

ShepHyken

DECEMBER 9, 2019

My Comment: If you have just one customer support person or a huge team, you must have a way to measure success. Notice that number two is focused on not customer satisfaction, but employee (agent) satisfaction. How to Rock Customer Support During Holiday Season by Mansi Bhatia. Act like a small business!

Customer Service 71

Customer Service Airlines Call Center Case Study 71

Verint

MARCH 6, 2018

Strata Data Conference. The session will focus on the connected enterprise, the impact of digital transformation, and the rise of automation in processes to improve speed, consistency and delivery on an organization’s customer promises. Customer Response Summit. ePharma Conference. March 14; Charleston, SC.

Self Service 35

Self Service Engagement Conference Customer Satisfaction 35

Verint

NOVEMBER 2, 2017

Verint’s Dan Bodner, CEO, will present the opening keynote “Artificial Intelligence—Applications and Customer Engagement” at The Center of Excellence, Wireless and Information Technology (CEWIT) conference on November 7 at Stony Brook University’s CEWIT facility in Stony Brook, New York.

Customer Engagement 42

Customer Engagement Virtual Agent Engagement Wireless 42

Beyond Philosophy

OCTOBER 24, 2014

Downie said that the focus is often on getting all the objective parts right but not focusing on the emotional parts of the experience. Since we know over 50% of the Customer Experience is emotional, he would start with a Customer focus as his basis for design, with a particular emphasis on the interaction with the Customer.

ROI 74

ROI Net Promoter Score CEM Conference 74

Beyond Philosophy

OCTOBER 8, 2014

Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Verint

NOVEMBER 13, 2017

A recent Newsday article spotlighted Verint CEO Dan Bodner describing how artificial intelligence will help shape the future of customer service. Read more for other highlights.

Virtual Agent 32

Virtual Agent Wireless Customer Service Banking 32

Verint

DECEMBER 20, 2017

The Verint Systems global customer conference is an interactive event designed to help you engage with your industry colleagues, get the full benefit of your Verint solutions, and enhance customer engagement—and have some fun while you’re at it. The conference starts at 6 p.m. The conference starts at 6 p.m.

Engagement 41

Engagement Conference Hotels Tips 41

Verint

JANUARY 19, 2018

Have you or someone within your organization used software from Verint to optimize customer engagement? Has this person helped increase customer satisfaction, build customer loyalty, drive revenue, improve operational efficiencies, and/or heighten employee morale? Sound good?

Self Service 35

Self Service Engagement Conference Customer Satisfaction 35

Beyond Philosophy

JULY 12, 2016

Namely, the connection between satisfaction and behavior, whether by customers or employees, has been challenged and largely refuted in study upon study. Customer Loyalty on the other hand has two definitions. higher customer satisfaction, which leads to…. higher levels of profit, which leads to…. stock price).

Employee Engagement 60

Employee Engagement Connections Engagement Loyalty 60

ChurnZero

JANUARY 24, 2022

Customer centricity is a customer-focused mindset that places the user’s experience at the forefront of the business strategy. When it comes to current employees, the role that the customer plays in the business should continue to be a focus. Encourage employees to sit in on customer service calls or industry conferences.

Customer Centricity 52

Customer Centricity Strategy How To Sales 52

ChurnZero

JANUARY 24, 2022

Customer centricity is a customer-focused mindset that places the user’s experience at the forefront of the business strategy. When it comes to current employees, the role that the customer plays in the business should continue to be a focus. Encourage employees to sit in on customer service calls or industry conferences.

Customer Centricity 52

Customer Centricity Strategy How To Customers 52

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

Beyond Philosophy

OCTOBER 8, 2014

Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience. Mobile Payments Are the Future.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

Beyond Philosophy

OCTOBER 8, 2014

Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience. Mobile Payments Are the Future.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

SurveySensum

APRIL 8, 2024

This loop — collecting feedback, making improvements based on insights, and communicating changes—ensures continuous enhancement of the customer experience, fostering a loyal, engaged community around your brand. Ultimately, building a loyal community and enhancing the customer experience is critical for long-term success.

Strategy 52

Strategy Social Media Advertising Analytics 52

Integrity Solutions

AUGUST 3, 2018

We figured Customer Contact Week (CCW), one of the largest events focused on the customer sales and support industry, would be a good place to dig a little deeper into the issues that are affecting modern contact centers. Operational Challenges for Customer Contact Center Management. How do you know?

Contact Center 43

Contact Center Call Center Competitive Advantage Training 43

Verint

APRIL 23, 2018

The annual Verint Engage global customer conference will convene on Monday, May 14 at the Sheraton Dallas Hotel. The conference provides an outstanding opportunity to discuss big ideas, bold innovations, and best practices to take back to the office and start using right away. There’s still time to register!

Engagement 31

Engagement Conference Contact Center Hotels 31