Six Skill Sets that Drive Customer Change

Customer Bliss

There are skill sets specific to driving culture change that need to be present when doing this customer experience work. This crucial past experience of many start-to-finish achievements will optimize the customer experience work.

Why Do Customers Change Their Minds?

Beyond Philosophy

Colin Shaw and Professor Ryan Hamilton examine the question: Why do customers change their minds? What makes a customer change their minds when they have been so certain the day before? The post Why Do Customers Change Their Minds?

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Stop Hiding from Your Customers: Changing Self-Service for the Better

Bold360

When it comes to customer support, self-service is stealing the show. Yet, many companies still make it extremely difficult to solve problems on their own and yet don’t have the resources to take care of every customer request in a timely manner. Traditionally, self-service has been used for customer deflection – keeping customers with simple (and sometimes silly) questions out of the call center. in customer support is a trend that is here to stay and here’s why.

Marketers, Do You Know Everything You Should? From the 5Ps to the 7Qs.

C3Centricity

Marketing is a great profession. I’ve worked in or with marketing teams for most of my career. From the outside, they are seen as the department that comes in late, parties every night and gets to talk about advertising at conferences in exotic places.

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Entering The New Normal: How To Safely Bring Your Workforce Back

Forrester's Customer Insights

Age of the Customer change management employee experience organizational design pandemic security & risk promotedNew Pandemic Management Protocols provide guidance on how to bring employees back to work safely and effectively.

The Culture Of An Organization Defines Its Destiny

Forrester's Customer Insights

age of the customer change management customer experience strategy employee experience Innovation culture culture change

The Doctor-Patient Relationship Must Be The Cornerstone Of Your Digital Transformation Strategy

Forrester's Customer Insights

age of the customer change management core tech strategy customer experience management employee experience experience design (XD) healthcareEHRs have decimated physician productivity, while patient satisfaction remains stagnant.

Best Practices for Financial Services Surveys during COVID-19

Vision Critical

Amidst the global COVID-19 crisis, financial organizations big and small are struggling to keep up with changing circumstances and are preparing for what comes next. Best Practices Customer Experience Employee Engagement Customer Insights

Best Practices for Survey Activities during COVID-19

Vision Critical

Amidst the global COVID-19 crisis, organizations big and small are struggling to keep up with changing circumstances and preparing for what comes next. Best Practices Customer Experience Employee Engagement Customer Insights

Survey 130

3 things to consider with your CX program during COVID-19

iPerceptions

COVID-19 is impacting businesses and customer behavior worldwide. As we all adjust to these unprecedented times, Customer Experience (CX) programs provide a way to help measure, monitor, and address customers' changing needs with both support and compassion.

3 Questions To Guide Your “New Normal” Customer Experience Strategy

Kerry Bodine

To succeed throughout the rest of the pandemic and whatever comes next, you need to proactively develop a customer experience strategy that will serve both your customers and your business. How have our internal operations changed? How have our competitors’ experiences changed?

Are You Still Using The Marketing 5Ps? Move To The Improved 7Qs.

C3Centricity

Who are your customers? Instead, ask yourself who your customers really are. If you can’t give all these details about your customers, then you’re in serious trouble. Knowing your customers takes more than demographics. How are your customers changing?

Customer Intelligence vs. Market Intelligence

Wired and Dangerous

It’s important to understand how customer intelligence is different from market intelligence. Customer intelligence informs us about the individuals who make those buying decisions in that market. Today’s customers change too rapidly to rely solely on what data is reported.

From Cloudy to Clear: Cloud Native Contact Center Apps Drive Enhanced Customer Experience

NICE inContact

Customer experience (CX) is now the new way to compete in this experience economy and contact center operations are the real powerhouse to drive exceptional CX, thereby revenue. Here are some of my insights on how the two models can help you deliver exceptional customer experiences.

Three Keys to Effective Customer Journey Mapping

Michelli Experience

This the third in what I am planning to be a four-part series on service design, persona-based customer journey mapping, activating customer journey maps, and optimal future experience visioning. The same is true with customer journey maps.

How to Improve Your Customer Satisfaction Score (CSAT) Score

GetFeedback

Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. Here’s a thought — and the answer surely lies here: don’t focus on the score; focus on the customer and the experience.

A Customer Churn Analysis Checklist

Totango

Customer churn analysis can provide you and your teams with valuable insight into what drives your current churn rate and potential improvements. You need to understand what outcome / value your customers are trying to achieve from your products and services. Customer Lifecycle

How Are You Learning About Your Customers’ Expectations?

Wired and Dangerous

The best practices upstart often prefaces their plea for a pet “oughta” or “shoulda” with the words, “Standing in the customer’s shoes.” decrease in FCR that created a 31% increase in customer sat.

Getting Started with Location Intelligence: Personas

Gravy Analytics

This data can be used to boost the performance of your ad campaigns, for competitive intelligence, and to improve your customer experience. One of the most powerful uses for Persona data is appending it to your customer records.

5 Easy (and Effective) Routing Rules for Omnichannel

Comm100

In a truly customer-centric organization, the only real way to deliver cohesive digital support is with an omnichannel approach. Omnichannel platforms give agents visibility into their customers’ entire conversation history, no matter which channel they reach out from. Customer journey.

How well do you anticipate your customers’ future expectations?

Wired and Dangerous

Have you noticed that your customers have changed? They have raised the bar on how they view customer experience. The kind of service that takes the customers’ breath away! Xerox found that customer loyalists were 6 times more likely to repurchase than satisfied customers!

Who Sized Your Customer’s Shoes?

Wired and Dangerous

The best-practices upstart often prefaces their plea for a pet “oughta” or “shoulda” with the words standing in the customer’s shoes. decrease in FCR that created a 31% increase in customer sat. It is incredibly valuable and insightful to regularly stand in your customer’s shoes!

Are You a Customer Forensics Specialist?

Wired and Dangerous

So, what is the DNA of customer service? What if we assumed there was a component in the service encounter unique to each customer? If we could “crack the customer’s service DNA code” we could fire off a special experience that encouraged the customer to shoot back their loyalty.

Why Outside-In Thinking Is So Difficult

Experience Investigators by 360Connext

Whenever embarking on a customer experience investigation™ , which is what we do to help our clients walk in their customer’s shoes, we discuss why this is so challenging. I get what our customers experience with us.” You know she cares very much about customers.

On Metrics and Complacency

CX Journey

The customer experience is a journey; your transformation work is, too! I was recently asked for suggestions on how to prevent different business units and divisions within a larger organization from becoming complacent when they are performing well based on their customer experience metrics.

Bringing Your #VoC Program up to 2020 Standards

CX Journey

Continuous improvement is just important for your VoC initiatives as it is for your entire customer experience journey/transformation. Yes, even customer listening programs become stale and must be updated. Don't assume you know what's important to your customers.

Are You Tracking Your Customer’s Empathy Level?

Wired and Dangerous

Often it takes a “customer emergency” to jolt us into focusing on the customers’ journey with our organization. An important customer leaves angry, a key account is lost to the competition, or a sneering review on the internet awakens us from our numbness.

8 Steps to Help De-clutter and Re-think Your Customer Listening

Customer Bliss

Just like that full-to-the-brim closet you’ve been ignoring, the customer listening data you’ve collected can pile up until it’s more a nuisance than it is informative. Let’s talk about de-cluttering your customer listening! 8 Steps to De-Clutter Your Customer Listening Data.

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On Metrics and Complacency

CX Journey

The customer experience is a journey; your transformation work is, too! I was recently asked for suggestions on how to prevent different business units and divisions within a larger organization from becoming complacent when they are performing well based on their customer experience metrics.

The future of contact centers

Talkdesk

The cloud ensures a remarkable pace of innovation, which is what ultimately makes the difference in the customer’s journey. Our expectations as customers have been growing and are now higher than ever.

Portland’s Top-Rated Lyft Driver’s Best Pick-Up Line

AskNicely

Instantly, my mood changed. As it turns out, he’s a Lyft driver truly obsessed with understanding customers in order to consistently deliver a great experience. And in one moment, I learned that true customer obsession is ALWAYS people-first. After he opened up his “brand” to real-time feedback, the way he engaged with his customers changed. He started to understand how customers felt about his “brand.”. The same is true for your customers.

How Accurate is Your Organization’s Crystal Ball?

Wired and Dangerous

Have you noticed that your customers have changed? They have raised the bar on how they view customer experience. The kind of service that takes the customers’ breath away! Xerox found that customer loyalists were 6 times more likely to repurchase than satisfied customers.

Starbucks Could Have Avoided Losing $20 Million, And So Can You

Customer Guru

The leaders of Starbucks , the world’s favorite coffeehouse chain, have often encouraged their customers to consider the outlets to be a “third place” – a place where people spend their time outside of homes and offices: a perfect hangout spot.

Six Near-Universal CX Problems… And Six Solutions to Overcome Them

Experience Investigators by 360Connext

It wasn’t THAT long ago when business planning and strategy simply didn’t include the term “customer experience.” The formula for success often didn’t even require gathering customer feedback, let alone responding to it. Change is hard for humans.

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Five Essentials of Customer Service Excellence

C3Centricity

Recently, I took a very early flight with British Airways (BA) out of Geneva airport and once again, BA staff demonstrated their excellent customer service. What has this got to do with your own customer service excellence? How do you Train your own Customer Service Advisors?

You’re Not Competing In The Category You Think You Are! (How to Find Out)

C3Centricity

If you haven’t yet had the chance to read last week’s post ( “Customer Centricity is Today’s Business Disruptor, Insights its Foundation”) I suggest you do this first, as background to this post. How is this category changing? How are your customers changing?

6 Best Practices to Ensure Customer Success During COVID-19

CSM Practice

To those of us in customer success, it is even more clear that the pandemic has caused an unprecedented shift that is already affecting our customers, their journeys, their expected business outcomes , and our ability to fulfill them. 1. Be Customer-Centric.

Is Your Own Management Stalling Your Customer Experience Transformation?

CX Journey

In this follow-up to my article last month titled “Has Your Customer Experience Transformation Stalled?” I continue to outline why customer experience transformation efforts stall or slow. There’s a New Hire Fail Employees are critical to customer experience transformation success.

Three Important Questions to Answer (and Keep Answering) for a Successful CX Program

Daniel Group

When we first started our work in customer experience the focus, appropriately, was getting a new process accepted by employees, managers, and customers. The customers? For employees, these are all important reasons to create better customer experiences.

Guest Blog: 3 Proven Ways to Personalize the Customer Service Experience

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Ross Clurman, writes about how important it is to personalize the customer service experience. Regardless of the type of business you are in, there is always an opportunity to personalize the customer experience.