CX Journey
NOVEMBER 1, 2017
Image courtesy of Pixabay Culture is best defined as "values plus behavior" and is often described as "how employees act when no one is looking." Culture is such an important part of your business. It's really the foundation of the organization. I've previously defined culture as the set of values and norms that guides how the business operates; culture happens when we operationalize the values.
Kayako
NOVEMBER 1, 2017
A few weeks ago, my cable bill came and it was more than I expected. I tried to figure out why, but eventually I needed to chat with the service team of a certain notorious cable company. I thought live chat would be the easiest way to get information on the extra charges. It wasn’t. Impersonal, inattentive, and inefficient – a study in all the things that customer service shouldn’t be.
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AskNicely
NOVEMBER 1, 2017
Parties. Parties everywhere! That is life at Dreamforce 2017. Lists upon lists of “must-attend” Dreamforce events are thrown at you from every direction. Serious FOMO sets in, and you are left feeling overwhelmed that you are missing the hip events where you will be able to make that one game-changing connection. If you are customer-obsessed like us, we have whittled down this list to the chosen, stand-out few so you can get your party and networking game on.
NICE inContact
NOVEMBER 1, 2017
You’ve invested a significant amount of time and energy to hire highly skilled contact center agents, and you’ve invested a lot of money in the technology they use to handle calls/inquiries, so what is missing? Why aren’t you seeing the results you’d like in the customer experience space? If your efforts aren’t optimally performing, it may be time to jumpstart a self-service transformation project in your contact center.
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Experience Matters
NOVEMBER 1, 2017
We publish an annual report that examines what consumers do after a good or bad experience. So we decided to do that same type of analysis to examine how IT decision makers in large North American organizations respond to a good or bad experience with a tech vendor. As you can see in the chart below: Most share feedback inside their company. After both a very good or very bad experiences, the top thing that IT decision makers do is to tell their colleagues within their company.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Provide Support
NOVEMBER 1, 2017
5 Reasons Unhappy Customers Don’t Complain. The times when customer complaints were seen as a distraction that should be eliminated are over. Most businesses today understand that complaints are a valuable source of information. In fact, there might be no better way to collect direct feedback from your customers. A complaint not only shows what and where went wrong, whether it’s a problem with your product, service, customer support or internal processes.
Beyond Philosophy
NOVEMBER 1, 2017
Big banks have proven yet again that they cannot be trusted to do what is best for the consumer. And this time, the U.S. Senate agrees that they don’t have to! Last week, the Senate voted to repeal a rule that banned most mandatory arbitration clauses in credit card agreements, checking account agreements, car loans, and many other types of consumer banking transactions.
ShepHyken
NOVEMBER 1, 2017
It happens all the time. As a customer, you interact with good people who don’t seem to deliver great customer service. They are nice, even knowledgeable, but they don’t seem to be what I call customer focused. So, I took a few minutes to talk to several people about how they were trained. I talked to a retail salesperson, a flight attendant, and a server at a restaurant.
Andrew Mcfarland
NOVEMBER 1, 2017
I’m guessing here, but I bet outsourcing is the reason Google’s CEO is now personally involved to address a “debate” about the hamburger emoji. Outsourcing works when the work product is well-defined and understood across cultural boundaries. For example, making.
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ClearAction
NOVEMBER 1, 2017
Actionability of Customer Experience Intelligence Lynn Hunsaker. Do intelligence and actionability go hand-in-hand? The basic difference between data and intelligence is this: data are facts, and intelligence is the arrangement of data to convey meaning. In other words, intelligence is a capacity for applying a combination of facts. Customer experience intelligence, then, is a capacity to apply facts about what customers perceive, with the aim of improving their experience.
Influitive
NOVEMBER 1, 2017
Now that you’ve sourced a pool of amazing customers with stories to tell (see my post on 4 steps to sourcing amazing customer success stories) and have helped them create user-generated content (UGC) that’s sure to attract a ton of highly qualified leads, next comes content distribution. Often, we’re so spent from creating that we.
CX Advantage Walker
NOVEMBER 1, 2017
The year 2020 is right around the corner. Are companies prepared to meet future customer expectations? What progress have they made? What work is still needed? These are some of the questions that prompted the progress check on Customers 2020, Walker’s 2013 groundbreaking report that predicted future customer needs and discussed what companies and customer.
TrustFuel
NOVEMBER 1, 2017
Our company has developed the best software for customer support and client management. So far, we have had numerous clients and companies requesting our services, and one of them has accepted our invitation to share his experience with our software. Make sure to read his entire review because it will answer some of the pressing questions. Hello, my name is Joshua, and I would like to talk about Trust Fuel and share my experience with this software.
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ClientSuccess
NOVEMBER 1, 2017
The live webinar happened on Tuesday, November 7th at 2:00 pm EST. You can access the recorded webinar here. Join Dave Blake (CEO of ClientSuccess) and Dan Demas (VP of Customer Success at Pendo) as they share 5 metrics that matter for product and customer success teams. This webinar will help product and customer success teams, understand which metrics are unique and which are shared.
Confirmit
NOVEMBER 1, 2017
Whether you are preparing a PowerPoint, putting together a report, or creating a dashboard, the best way to ensure everyone in your business understands the customer insights you’re sharing is to tell a compelling story with the data. In this webinar, guest speaker Eric Brown, Forrester’s VP Research Learning and Development and Holly DeMuro, Product Marketing Director with Confirmit, discussed how you incorporate the characteristics of a good story to better communicate your message
Helen Dewdney
NOVEMBER 1, 2017
Press release. Background. Rail passengers will soon get their long-awaited Rail Ombudsman, an alternative dispute resolution (ADR) scheme for disgruntled railway users across the country. An Ombudsman provides an independent escalation process, beyond the railway company, to make decisions on passenger complaints. Consultation closing soon. The Office of Rail and Road has said that it will introduce an ADR scheme in the rail sector.
dscout People Nerds
NOVEMBER 1, 2017
Leadership consultant Lisa Stefanac on knowing when to push and when to pause.
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Verint
NOVEMBER 1, 2017
The recent influx of news about advances in automation technology can create some employee anxiety—however, there’s good news. These capabilities can actually empower employees and make their lives—and those of your customers—even better. Using technology to automate your quality program—from scoring through coaching—can produce real-life benefits for your quality team, as well as your frontline employees, your customers and your company.
Michelli Experience
NOVEMBER 1, 2017
His name is Adolpho Kamisky and though he is not someone I’d heard about in history classes, he truly is a larger than life hero of World War II. From my vantage point, Adolpho has a lot to teach us about the impact we can have on our team members and customers. Beyond the Stereotype. When I typically think of a War II hero, I think of Audie Murphy, one of the most decorated combat soldiers from that conflict.
GetFeedback
NOVEMBER 1, 2017
Want to spot trends in real time, boost survey response rates, and sync feedback to Salesforce with a single click? Check out GetFeedback Winter '18!
Talkdesk
NOVEMBER 1, 2017
Talkdesk today announced Talkdesk for Sales, a brand new offering aimed at increasing the impact of inside sales teams. With growth in inside sales far outpacing the growth of field teams, we saw an opportunity to use our intelligent contact center software to equip these professionals with AI tools that would make the prospect conversations simpler and more productive.
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.
Currency Alliance
NOVEMBER 1, 2017
Of all the statistics to emerge from the 2017 Bond Brand Loyalty Report , the most shocking was probably that there are an estimated $100bn in loyalty points that are left unredeemed by members in North America. Globally the figure is much higher still. At first this seems incredible. It’s hard to understand how members could allow so many points to accumulate without getting used.
Eptica
NOVEMBER 1, 2017
Date: Wednesday, November 1, 2017 UK brands struggling with digital customer experience. Published on: November 01, 2017. Author: Pauline Ashenden The rapid rise of digital channels and mobile devices means it’s easier than ever for consumers to engage and ask questions of brands they want to do business with. But many companies – and even whole industry sectors - are struggling to cope with the sheer volume of customer contacts and queries.
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