Kristina Evey

JULY 16, 2018

The Customer Has Their Own Perspective Of Your Company. Customer Perspective is really the only thing that matters in Customer Experience (CX) work. I know this seems a bit extreme… please bear with me. I know that you are doing what you think is best for your business and your customer. I know that most of you are looking to create solid experiences for your customers that will bring them back to you time and time again.

Customer Experience 159

Customer Experience Call Center Customers Leadership 159

Oracle

JULY 16, 2018

It’s one thing to wow your current customer base with sales and marketing efforts, but brands can also expand their audiences by using targeted marketing strategies geared toward the exact audience they’re looking to gain. Here are 3 marketing strategies to employ when looking to boost your presence and engage both current and potential customers.

Customer Base 42

Customer Base Strategy Marketing Social Media 42

Up Your Service

JULY 16, 2018

?. A unique report was recently released by Salesforce Research titled “ State of the Connected Customer , 2nd edition”. This is an important publication with insights from 6,700 consumers and business buyers on the intersection of customer experience, use of technology, and the creation and development of trust. UP! Your Service is a long-term and satisfied customer of Salesforce.

Connections 40

Connections Culture B2C Retail 40

Kristina Evey

JULY 16, 2018

Hiring Right – Episode Number 007 Shownotes… So much of this work is dependent on hiring the right people to execute the desired customer experience. If you have people that aren’t concerned about customer service and making the customer happy enough with their experience doing business with you, then you have a little additional work to do.

Customer Experience 120

Customer Experience Leadership Customers Study 120

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Customers

Alida

JULY 16, 2018

Last week, 16 C-level leaders in CX, digital transformation and marketing came together for the CMO Lunch Series : Driving CX Transformation , an executive lunch series for CMOs and CCOs to share peer-to-peer insights while networking over lunch. Special guest speaker Christine Corbett, Group Chief Customer Officer at Australia Post shared the story of the creation of the Chief Customer Office at Australia Post and its role to ensure the customer is the centre of everything they do.

Chief Customer Officer 100

Chief Customer Officer Banking Customer Centricity Customer Voice 100

Wired and Dangerous

JULY 16, 2018

Today’s wired and dangerous customer is looking for organizations that are continuously pushing to enhance the customer journey and take their customers’ experience to another level. Delivering a customer experience that satisfies the customer is not nearly enough to create loyalty and growth. Speed and frictionless are now expected and no longer separate you from the competition.

Innovation 70

Innovation Customer Journeys Customers Loyalty 70

InnerTrends

JULY 16, 2018

Here’s a quick preview of what I’ve been cooking up for you. The ugly truth is that plenty of users go away soon after they start using our app. So catch them while they are still active on your site! To prevent churn, the first trick you should try out is to determine the users who paid for your services but haven’t finished the onboarding process.

eBook 76

eBook Examples Customer Engagement Engagement 76

Middlesex Consulting

JULY 16, 2018

Failing to delegate decisions to your team will kill you, kill your team, or kill your business. All these outcomes are really bad! To make sure none of these outcomes occur, we need to discuss your trust and self-confidence. Lets take trust first. Trust You may not trust (empower) your team to make decisions […]. The post Make Sure You Delegate Enough appeared first on Middlesex Consulting.

Consulting 60

Consulting Employee Engagement Engagement Customer Experience 60

Up Your Service

JULY 16, 2018

? ? ?. A unique report was recently released by Salesforce Research titled “ State of the Connected Customer , 2nd edition”. This is an important publication with insights from 6,700 consumers and business buyers on the intersection of customer experience, use of technology, and the creation and development of trust. UP! Your Service is a long-term and satisfied customer of Salesforce.

Connections 67

Connections Culture B2C Retail 67

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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

Alliance by IFS

JULY 16, 2018

Astea International announced today that the BP Group , a mechanical contracting and HVAC company based in New York City, has selected Astea’s cloud-based, field service management and mobility platform, Astea Alliance™, to optimize and improve its largescale service operation. The BP Group chose Astea Alliance to harness the platform’s ability to increase customer transparency and trust, improve technician efficiency and effectiveness , and to differentiate the company as an innovator in the ma

Groups 50

Groups Technology Innovation Industry 50

Russel Lolacher

JULY 16, 2018

? Stay tuned for a story of empathy, failure, and personal redemption. This is the CX Storytime tale of…. The Bird and the Baggage The Story ACT ONE: Alone, at the end of the driveway sits Don. A half-sipped glass of beer in hand, a satisfied smirk on his face and the strength of a white plastic. The post CX Storytime Podcast of The Bird and the Baggage appeared first on The Upsell.

Customer Service 48

Customer Service Customer Experience Customers 48

Alliance by IFS

JULY 16, 2018

Astea International announced today that the BP Group , a mechanical contracting and HVAC company based in New York City, has selected Astea’s cloud-based, field service management and mobility platform, Astea Alliance™, to optimize and improve its largescale service operation. The BP Group chose Astea Alliance to harness the platform’s ability to increase customer transparency and trust, improve technician efficiency and effectiveness , and to differentiate the company as an innovator in the ma

Groups 50

Groups Technology Innovation Industry 50

Hello Customer

JULY 16, 2018

I don’t know if you have read one of our blogposts yet? If you have, did you read the post entitled “Looking for reasons, not ratings”?

Engagement 61

Engagement Employee Engagement Customer Centricity Customers 61

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Tips

Russel Lolacher

JULY 16, 2018

? Stay tuned for a story of public humiliation, misdeeds and good intentions This is the CX Storytime Tale of…. When Shame Came to Town In this episode, not one but THREE tales of customer experience shame. All the stories you are about to hear may be different in setting and players, but the result is always. The post CX Storytime Podcast of When Shame Came to Town appeared first on The Upsell.

Customer Experience 48

Customer Experience Customers 48

One Millimeter Mindset

JULY 16, 2018

The transformation of loyal customers into former customers is a real conundrum. Especially in the age of big data meets customer satisfaction. After all, if you continuously keep your fingers on the pulse of your customers, all that data should tell you who is vulnerable. And who is not. Theoretically, that strategy makes sense. And you are very smart folks, so I am not going to write a novel here for you.

Net Promoter Score 48

Net Promoter Score Customer Satisfaction Customer Retention Survey 48

Russel Lolacher

JULY 16, 2018

Stay tuned for a story of frustration, confusion and disbelief This is the CX Storytime Tale of…. The Woman Who Was Told Differently The Story ACT ONE: It is the beginning of an unremarkable day. A day filled with errands and a “to dos” list that has built up over the previous weeks, and one Claire would. The post CX Storytime Podcast of The Woman Who Was Told Differently appeared first on The Upsell.

Customer Experience 48

Customer Experience Customers 48

Playvox

JULY 16, 2018

Keeping employees happy and motivated can be a challenge in any workplace, and is especially the case for call centers. Although you may be thinking that employee happiness seems a little too ‘touchy-feely’ to be a major concern, research shows that happy employees are more productive. This is where employee incentives come into play, at the juncture of happiness and productivity.

Call Center 47

Call Center Management 47

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

Hello Customer

JULY 16, 2018

As we continue to improve Hello Customer, we bundle our fixes, improvements and new features in our Release Notes. If you would like to see an overview of our updates, take a look at our Change Log. Here’s a roundup of everything we’ve released in the last month.

Customers 40

Customers 40

Up Your Service

JULY 16, 2018

At UP! Your Service, we have developed a comprehensive checklist of strategic implementation activities that help our clients plan, implement, and sustain the momentum of a service culture building program. We are happy to share with you one of the many tools from our proprietary Service Culture Development Checklist: The Steering Committee Setup Checklist.

Culture 40

Culture Meeting Measurement Communication 40

Helen Dewdney

JULY 16, 2018

What? Well! Supermarkets, department stores, superstores and the like all have a Xmas in July. It’s quite ridiculous but magazines like Good Housekeeping etc. are writing their Christmas articles now so need to know what’s the best of stuff out there. Loads of bloggers go too. Probably works the same with fashion. Anyway, although I am a blogger I sadly don’t make any money from sponsored posts, reviews etc.

Chief Customer Officer 30

Chief Customer Officer Fashion Meeting Course 30

ShepHyken

JULY 16, 2018

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 7 Customer Service Lessons from the Best Uber Driver Ever by Neil Pasricha. (Fast Company) This Toronto Uber driver has maintained a 4.99 rating after driving nearly 5,000 passengers.

Customer Service 16

Customer Service Travel Customer Experience Management Retail 16

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Training

C3Centricity

JULY 16, 2018

Be a true leader; share this post with the members of your team who need the inspiration and support. Your boss expects you to be able to answer all his questions and especially to know your customers. Here are the 13 things your boss is likely to ask you and a handy Checklist to prove to him that you know your customers better than he realises. Everyone speaks about customer centricity and the importance of the customer, but just how well do you know yours – really?

Social Media 120

Social Media Advertising Brands Course 120

Kristina Evey

JULY 16, 2018

Episode 008 – Creating an Effective Customer Journey Map Shownotes. What Journey Mapping ISN’T. Not a process map. Not or training manual. Not what you hope customers experience. Not the time to map out every single touchpoint and the stuff behind the scenes to make the magic happen for the customer. Not silo driven. Not company focused on driving profits or sales.

Customer Journeys 120

Customer Journeys Customer Experience Touchpoint Customers 120

Bold360

JULY 16, 2018

Amazon Prime Day starts today and it’s all many people are talking about. Amazon has made these annual events so successful that last year they had more sales on Prime Day than any other single day prior and most are confident that this year will be no different. Consumers get excited about the great deals at discount prices while small businesses grow more and more apprehensive.

Retail 45

Retail Consumers Customer Experience Report 45

Kristina Evey

JULY 16, 2018

Shownotes … Customer Perspective is really the only thing that matters in any Customer Experience work. I know that you are doing what you think is best for your business and your customer. I know that most of you, simply because you are listening to this podcast, are looking to create solid experiences for your customers that will bring them back to you time and time again.

Customer Experience 120

Customer Experience Customers Leadership System 120

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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

Customer Experience