Customer Bliss

SEPTEMBER 15, 2016

Digital storytelling is crucial in customer experience. Before we get deep into digital storytelling and how to maximize your processes around it, let’s briefly set up why storytelling as a whole — and especially digital storytelling — is important in the current business climate. The importance of digital storytelling. Here’s a Wharton interview with Carmine Gallo , the author of a book called The Storyteller’s Secret.

Chief Customer Officer 192

Chief Customer Officer Case Study Leadership Feedback 192

ijgolding

SEPTEMBER 15, 2016

Chatbots – computer programs that mimic conversations with users by using artificial intelligence (AI) – are the latest technology trend to hit the webchat world. There are two types: a chatbot that functions based on certain rules , meaning it will only respond to specific commands, and a chatbot that functions by machine learning (AI).

Chatbots 0

Chatbots Examples Innovation Customer Experience 0

Michelli Experience

SEPTEMBER 15, 2016

Thought leaders like Daniel Pink have provided insightful analysis of research showing three key drivers of human behavior: Purpose. Autonomy, and. Mastery. In essence, ample research shows that people will give maximal effort when they believe their effort will make a purposeful difference when they are given some level of control over the task or timeline for completing a project, and when they are provided the chance to grow and master new skills.

Engagement 186

Engagement Entertainment Conference Analysis 186

NICE inContact

SEPTEMBER 15, 2016

Every contact center manager wants a team of agents that perform at optimum levels. The path to getting to that point, however, isn’t always easy. While building a strong group dynamic is important, managers must also nurture individual team members with helpful guidance. As many managers know, there’s an art to delivering constructive feedback to employees.

Call Center 185

Call Center Strategy Contact Center Call Recording 185

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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

Kerry Bodine

SEPTEMBER 15, 2016

Journey maps help you take a more holistic view of what your customers experience as they do business with your organization. But just how holistic is that view, anyway? I recently got the following questions from a client, I’ll call him Bob, who was concerned that his company’s journey mapping efforts might still be too siloed for effective decision making and prioritization of customer experience improvement initiatives.

Customer Journeys 171

Customer Journeys Touchpoint Customer Experience Customers 171

CX Journey

SEPTEMBER 15, 2016

Image courtesy of (F.Q) How do you identify and prioritize improvements within your organization? Last week, I wrote about the 5 Whys method , which is used to dig down to the root cause of problems experienced within your organization or by your customers. Recall that this method is about asking "Why?" five times to drill down to the ultimate cause.

Exercises 137

Exercises Financial Analysis Customers 137

Alida

SEPTEMBER 15, 2016

The average cost of launching a new product is approximately $15 million. That’s a hefty price to pay when you consider 85 percent of new consumer goods products fail. What determines whether a good idea makes it in today’s saturated market? Since 2015, Wolverine Worldwide, a global footwear and apparel manufacturer of iconic brands such as Merrell, Sperry, Chaco and Saucony, has tested and vetted more than 1,000 new footwear styles with consumers before launching the product to market.

Innovation 135

Innovation Apparel Competitive Advantage Consumers 135

Kerry Bodine

SEPTEMBER 15, 2016

Journey maps help you take a more holistic view of what your customers experience as they do business with your organization. But just how holistic is that view, anyway? I recently got the following questions from a client, I’ll call him Joe, who was concerned that his company’s journey mapping efforts might still be too siloed for effective decision making and prioritization of customer experience improvement initiatives.

Customer Journeys 120

Customer Journeys Touchpoint Course Customer Experience 120

Avaya

SEPTEMBER 15, 2016

Victor Bohnert is the Executive Director of the International Avaya Users Group. He has nearly 20 years of experience in building and managing customer communities in the tech sector and has led several organizational turnarounds and mergers. Before joining IAUG, he was Executive Director of the International Nortel Networks Users Association, and helped guide three independent groups through the merger that resulted in IAUG.

Engagement 0

Engagement Competitive Advantage Groups Course 0

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Communication

customer sure

SEPTEMBER 15, 2016

If you’re looking for help with the best customer survey questions to ask for measuring customer satisfaction then you’re in good company. It’s one of the top Google searches related to customer satisfaction. On one level the answer’s easy. You could do far worse than just asking “How well did we do?” and “What could we do to make your experience with us better?

Survey 68

Survey Net Promoter Score Customer Satisfaction Customers 68

Amity

SEPTEMBER 15, 2016

Sharp market segment focus helps your company and CSMs succeed. All Sales are Not Equal. You might be surprised to learn that some purchases actually increase customer churn. After buying software, many customers discover that it’s not a good fit for their needs, which prompts them to cancel their subscriptions. With new revenue alone as the goal, a large number of companies waste significant time and money attracting and attempting to keep the wrong customers.

Loyalty 65

Loyalty Metrics Sales Software 65

Helen Dewdney

SEPTEMBER 15, 2016

Frequent readers of this blog and followers on social media will know that I have quite a history with Tesco, in complaining, taking them to court, meeting Dave Lewis etc etc! Anyway when I met him in September 2014 he bought 100 of my books, made me get arm ache signing them all (he really should buy another 100 as it’s now been updated!) and invited me back to chat with his executive team.

Social Media 0

Social Media Course Meeting Connections 0

Bold360

SEPTEMBER 15, 2016

Here’s a safe bet. If you were to wager a few years back that in 2016 a vast majority of companies would identify improving customer experience as one of their highest priorities, your money couldn’t be much safer. In fact, Forrester’s CX Index places the figure at 73 percent. Overwhelmingly, organizations recognize that in today’s customer-centric commercial world, excellence in customer experience and success in business are inextricably intertwined.

Metrics 40

Metrics Measurement Customer Experience Self Service 40

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Tips

Waypoint Group

SEPTEMBER 15, 2016

The More You Talk, The Less You Listen Welcome to the fourth installment of our 5-part series about accelerating growth in B2B companies. The first post focused on developing a deeper footprint in accounts and methods that can be used to engage ‘Champions’ in that effort, while the second article evangelized ‘owning’ a metric and driving a ‘business results’ orientation […].

B2B 40

B2B Company Metrics Groups 40

Talkdesk

SEPTEMBER 15, 2016

Call center supervisors are inherently very capable systems thinkers. They approach any problems or challenges in their call centers with a systems approach towards resolution. They can very quickly point out the three basic components of their complex call center systems: Inputs, Processes, and Outputs (also known as IPO). However, they often forget a fourth and very critical system component: feedback mechanisms or loops.

Call Center 40

Call Center Feedback Average Handle Time Metrics 40