Kayako

JUNE 8, 2017

One of the biggest mistakes when measuring customer experience is focusing on what your team is doing instead of what your customers are experiencing. Metrics like time tracking, productivity, and performance take the front seat, but often don’t relate to the experience your customer receives or how they feel about it. Average reply time, first response time, and the overall volume of conversations can give you useful insights into the productivity of your support but they each have flaws.

Metrics 240

Metrics Self Service Customer Experience Effort Score 240

InMoment XI

JUNE 8, 2017

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. As marketers and CX professionals, we care a lot about what our customers think. No opinion matters more than theirs. So, we often ask them for it. “What did you think about this? Did. View Article.

eBook 200

eBook Customer Experience Customers Marketing 200

Customer Bliss

JUNE 8, 2017

RSS reader FeedSpot just voted our blog the No. 1 customer experience blog on the Internet, via a few of the following factors: Google reputation. Google search ranking. Influence and popularity on social media. Quality and consistency of posts. An editorial team/subject matter expert review. I’m incredibly honored to be No. 1 on their customer experience blog list.

Customer Experience 100

Customer Experience Social Media Travel Course 100

InMoment XI

JUNE 8, 2017

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. As marketers and CX professionals, we care a lot about what our customers think. No opinion matters more than theirs. So, we often ask them for it. “What did you think about this? Did.

eBook 140

eBook Customer Experience Customers Marketing 140

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

Michelli Experience

JUNE 8, 2017

The post {Infographic} Service Delivered: Timeless Change appeared first on Joseph Michelli.

Infographics 113

Infographics Customer Experience Design Customer Engagement Loyalty 113

OpinionLab

JUNE 8, 2017

In my last blog , I explained why listening to customers can provide greater customer understanding than merely observing their behavior. Many companies seem to agree as evidenced by the number of Voice of the Customer (VoC) programs that exist and increasing amounts of feedback consumers are being asked for. And yet despite all of the customer feedback that is being generated—whether direct or indirect—many organizations still don’t truly understand their customers.

Customer Experience 68

Customer Experience Social Media Feedback Survey 68

transcosmos Information Systems

JUNE 8, 2017

Technology is getting smarter day by day, and digital users couldn’t be happier. As cliché as it sounds, anyone can practically do anything online with the click of a button. From asking for information, ordering food, giving feedback, making a purchase, locating places, getting a ride, name it, and there’s probably a bot for it. Bots are computer programs that have been in development as early as the 1960s.

Chatbots 67

Chatbots e-support Fashion Hotels 67

Maz Iqbal

JUNE 8, 2017

I find myself living in an age where we take good ideas and squeeze the life out of them through inappropriate implementation. It occurs to me that the scourge of the customer-centric fad is customer surveys. It seems to me that just about every large organisation that I deal with asks me for my feedback … Continue reading "Make Life Easier By Asking Only One or Two Questions of Your Customers".

Customer Centricity 66

Customer Centricity Survey Feedback Customers 66

eGain Blogs

JUNE 8, 2017

George Bernard Shaw famously said that the US and England were divided by a common language. He would not say the same about contact center agents—CSRs in both geographies are in total agreement about the biggest hurdles to providing good customer service. In an industry-first survey of hundreds of agents, contact center agents worldwide cited the following as their top challenges: Finding the right answers to customer questions: 26%.

Contact Center 58

Contact Center Omni-Channel Survey System 58

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Communication

ReviewTrackers

JUNE 8, 2017

Welcome to Customer Insights, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: Google releases new mobile experience and includes reviews, and Micah Solomon writes about eight essential elements that make up customer service. Subscribe to receive these stories and more every week in your inbox.

User Experience 50

User Experience Customer Service Training Training Trends 50

Clicktools

JUNE 8, 2017

Many of us are quite familiar with the benefits of gamification in the work place, especially in sales and service environments. Things such as increased motivation, engagement, performance, and employment duration sit at the top of the list. If you aren’t familiar with the benefits of gamifying the applications that your teams already use, please take a look at these recent blogs and then meet us right back here: Real-time feedback and gamification drive CX in the call center , Engaged

Gamification 53

Gamification Call Center Culture System 53

Influitive

JUNE 8, 2017

In a world full of paid social media influencers and confusing “native” ads, every buyer has become a skeptic. In his Advocamp 2016 talk, Robin Hamilton, director of UK-based agency inEvidence, delivers hard-hitting insights about how to build trust with doubtful prospects. Using fascinating examples from human history, Robin presents the one tool brands can.

Brands 45

Brands Social Media Tools Examples 45

eGain Blogs

JUNE 8, 2017

George Bernard Shaw famously said that the US and England were divided by a common language. He would not say the same about contact center agents—CSRs in both geographies are in total agreement about the biggest hurdles to providing good customer service. In an industry-first survey of hundreds of agents, contact center agents worldwide cited the following as their top challenges: Finding the right answers to customer questions: 26%.

Contact Center 40

Contact Center Omni-Channel Survey System 40

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Tips

West Monroe

JUNE 8, 2017

West Monroe Partners recently hosted a round table in Seattle for local workforce, HR and technology leaders on the topic of the future of work. There was a broad range of companies at the table, including Starbucks, REI, Zumiez and Delta Dental of Washington. To start the discussion, we posed a question to the group: With the advantages of being a “digital” company so well documented (better profits, increased productivity, improved decision making, flexibility, etc), why are only 18% of compan

Company 40

Company Government Retail Technology 40

Verint

JUNE 8, 2017

In today’s world, you don’t always have to call or wait on a helpline or in a chat window for a customer service agent to help you. You can immediately ask a crowd of customers, partners or customer service agents for help—online communities are open 24x7, so it makes the idea of going to a community for help much more appealing.

Customer Service 35

Customer Service Customers Customer Focused Customer Satisfaction 35