ijgolding

MAY 11, 2016

Honesty and transparency – two words that warm the cockles of my heart but that are not often associated with the world of business. I am writing this blog having just watched a Hollywood movie about the 2008 banking crisis – The Big Short, featuring Christian Bale, Steve Carell, Ryan Gosling and Brad Pitt is a tough watch – not because of the quality of the acting, but because of the almost completely unbelievable plot.

Measurement 149

Measurement Customer Experience Company Banking 149

Experience Investigators by 360Connext

MAY 11, 2016

Loyalty is often the holy grail of customer experience. It’s seen as the end goal. The raison d’etre for many companies. After all, loyal customers mean more revenue, more repeat business, more referrals and just more more more! Yes, loyal customers mean more. But how do you define loyalty among your customers? How do you know […]. The post How Do You Define Loyalty in YOUR Organization?

Loyalty 128

Loyalty Consulting Customer Experience Company 128

Michelli Experience

MAY 11, 2016

It’s that time of year when we remember and honor our mothers, so allow me to harken back to a “momism” that was frequently uttered in my childhood home. Marie Michelli was quick to say, “tell me who you run around with and I’ll tell you what you are.”. The upshot of that saying is that the people with whom you associate will define you and that we are all held accountable through our reputation.

Social Media 109

Social Media Feedback Technology Engagement 109

Beyond Philosophy

MAY 11, 2016

Boardrooms across the world are shuddering as the Panama Papers are put online, allowing both employees and Customers to view their integrity – or lack of it! This is another reputational issue which affects the engagement of employees and Customers. Hearing that the leaders in your organization, or that a company that you buy from, don’t pay their fair proportion of taxes is not popular news.

Healthcare 93

Healthcare Consulting Consumers System 93

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Training

Vonage

MAY 11, 2016

The Salesforce World Tour London is on May 19 th and we are delighted to have been selected as one of the Salesforce 2016 Customer Success stories. I am excited to be sharing our story and talking about how Vax has transformed its customer service as a key part of the customer journey. At Vax, we recognise that time is important to our customers and being easy to do business with; an effortless experience is what customers expect.

Multi-Channel 73

Multi-Channel Customer Experience Competitive Advantage Effort Score 73

Magellan Solutions

MAY 11, 2016

Your call center is only as good as the performance level of your agents. How can you keep them motivated? There are other answers besides a high salary, work-life balance, and personal growth. Agents tend to be happier when they get relevant feedback from their superiors. They prefer reasonable work objectives and they appreciate a comfortable physical environment.

Call Center 66

Call Center Course Training Contact Center 66

Topdown

MAY 11, 2016

Unless you’re a brand-spanking-new startup, your organization almost certainly has legacy software. By “legacy,” we mean previously acquired and now outdated – any software that was purchased when business requirements and market dynamics were different than they are today.

System 52

System Customer Experience Software Brands 52

Think Customers

MAY 11, 2016

Data-driven customer journey mapping is emerging as a critical tool for engaging customers, as companies look to get the most out of every touch point and deliver more relevant experiences. The concept behind a customer journey map is simple. It's a diagram that illustrates the steps customers go through in engaging with a company. But companies are increasingly using data to be more strategic in mapping those experiences.

Customer Journeys 52

Customer Journeys Company Data Engagement 52

Talkdesk

MAY 11, 2016

The most successful businesses are data-driven. They are the companies where leadership bases their decisions on preset metrics that they regularly track. Goals are set and adjustments are made with numbers serving as rationale. All this is great, but how does that play with customer service? When it comes to the touchy-feely aspects of a business, where do numbers factor in?

Call Center 40

Call Center NPS Net Promoter Score Effort Score 40

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and guest speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

Conifer Research

MAY 11, 2016

Organizing information can be a daunting task. At times, it’s easy to get caught up in the details and lose sight of the original intention. Our challenge of reorganizing an 84-slide presentation felt like a tall order. Our lengthy, rich and detailed analysis meant for our insights partner needed translated into a short concise and pithy iteration for a new audience – his marketing team.

Analysis 40

Analysis Course Interaction Groups 40

Avaya

MAY 11, 2016

Are you confident enough in your support partner that you can focus on advancing your solutions instead of just maintaining them? A UK trader was plagued with a less than functional deskphone and was only able to perform the basic aspects of his job. It was a programing related issue and normally would have required someone to be physically on site to resolve.

Software 40

Software Analysis System Study 40

Natalie Petouhof

MAY 11, 2016

Tweet I’m judging the 2016 Constellation SuperNova Awards ! Every year the Constellation SuperNova Awards recognize individuals for their leadership in digital business. Nominate yourself or someone you know before August 8, 2016. To learn more, apply here: https://www.constellationr.com/events/supernova/2016. About the SuperNova Awards. The SuperNova Awards honor leaders that demonstrate excellence in the application and adoption of new and emerging technologies.

Case Study 40

Case Study Study Innovation Leadership 40

The DiJulius Group

MAY 11, 2016

World’s Most Admired Companies Fortune Magazine’s 2016 list of the World’s Most Admired Companies was released and it is a very interesting list indeed. It shouldn’t surprise anyone that as you scroll down, the companies that have a reputation for providing a world-class customer experience dominate the list. You will see brands such as Apple […].

Brands 40

Brands Company Customers Customer Experience 40

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Retail

Natalie Petouhof

MAY 11, 2016

Tweet Old Dogs Can Learn New Tricks: It’s never too late to transform yourself. Having been a system’s integrator many years ago, I found the transformations happening at Capgemni very inspiring. There was a period where many system’s integrators avoided the conversation about going to cloud and for good reason. Their business and revenue model was not shaped for the cloud.

Conference 40

Conference Roadmap Innovation Culture 40

Forrester's Customer Insights

MAY 11, 2016

As a customer insights / analytics / digital measurement pro, do you experience any of these challenges? And what can you do right now to make progress with them? Read more Categories: #big data. Analytics. communications. digital.

Analytics 21

Analytics Customer Insights Communication Measurement 21

Alida

MAY 11, 2016

Renowned business author and strategist Fred Reichheld is sick and tired of customer satisfaction surveys. In an interview with Bloomberg Technology , the former Bain & Company consultant says CSAT surveys have become less meaningful now that they’ve become inescapable. “The instant we have a technology to minimize surveys, I’m the first one on that bandwagon,” Reichheld told Bloomberg.

NPS 177

NPS Customer Satisfaction Survey Net Promoter Score 177

Natalie Petouhof

MAY 11, 2016

Tweet The Digital Hollywood Panel was comprisized of Brian Popowitz, Jessica Hasson, John Bohan, Christopher Puga and Johnny Miller. When I asked them if they could only leave the audience with a few 1-3 thoughts, what would they be, here’s how they responded: Brian Popowitz. 1) Black Box. I’m in the business of working with musicians to aggregate an audience, build affinity between the audience/artist, and monetize the affinity an artist has with their audience.

Social Media 40

Social Media Video Advertising Study 40

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Insights

Talkdesk

MAY 11, 2016

Knowing when, where, how and why to outsource your call center or other business processes can be a difficult task. There is no one right time in a business’ lifecycle in which outsourcing should or shouldn’t be considered as outsourcing can be beneficial regardless of the size and stage of the company. There is not one way to do it or one reason why you should.

Culture 40

Culture Call Center Tips Resources 40

Eptica

MAY 11, 2016

Date: Wednesday, May 11, 2016 Moving off the customer service treadmill. Published on: May 11, 2016. Author: Michael Cheung At a time when brands face an increasing volume of customer service interactions , across more and more channels, some may feel tempted to question whether they will ever get on top of delivering the service that consumers want.

Self Service 48

Self Service Customer Service Multi-Channel Social Media 48