ijgolding

JUNE 21, 2016

I have written many times in the past about the importance of effective communication if an organisation has an intention to deliver consistently better Customer Experiences. Whilst much of my writing has been focused on the importance of the communication relationship between a company and the customer, I have not been as vocal about the almost equal criticality of the communication between a company and it’s employees.

Communication 167

Communication Customer Experience Customer Centricity Customer Journeys 167

Experience Matters

JUNE 21, 2016

We just published a Temkin Group report, Economics of Net Promoter, 2016. Here’s the executive summary: Net Promoter® Score (NPS®) is a popular metric that companies use to analyze their customer experience efforts, but how does it actually relate to loyalty? We asked thousands of consumers to give an NPS to 294 companies across 20 industries, […].

Net Promoter Score 149

Net Promoter Score Report Effort Score NPS 149

NICE inContact

JUNE 21, 2016

Customer experience is a huge factor in bringing consumers back into the fold as repeat customers. A major facet of a customer’s experience is the customer service exchanges they have with your company’s representatives. Any employee that a customer talks to is the face of your business during that interaction. If your employees are interacting with a high volume of customers on the phone, it’s important to make sure those contacts are both positive for the customer and aligned with your busines

Contact Center 125

Contact Center Trends Groups Training 125

BlueOcean

JUNE 21, 2016

One of our most popular blog posts is 52 Contact Center RFP Questions to Ask Vendors. We’ve updated this list with the most up-to-date information. Choosing a contact center outsourcer is a huge investment. Which is, of course, why you’re willingly subjecting yourself to the time constraints and stress of writing an RFP. Need some insight? We’ve compiled a list of 51 contact center RFP questions to help you ensure you’re making the most informed decision.

Contact Center 120

Contact Center First Call Resolution Training Culture 120

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Customer Bliss

JUNE 21, 2016

Episode Overview. In this, the 10th episode of the Human Duct Tape Show podcast (we made double digits!), I talk with Nick Frunzi. Nick is the CCO of Esri, which is the world’s second-largest privately-held technology company. This creates a new set of challenges for the CCO role — in publicly-held and traded companies, many executive decision-making concepts are beholden to share price and investor relationships.

Company 129

Company Chief Customer Officer Leadership Survey 129

ShepHyken

JUNE 21, 2016

John Ruhlin On Using Gifts To Cut Through Noise, Increase Revenue, And Retain Your Customers. Shep Hyken speaks with John Ruhlin, the number one Cutco Knife salesman in the world and author of his new book “ Giftology: The Art and Science of Using Gifts to Cut Through the Noise, Increase Referrals, and Strengthen Retention. ” John shares gift giving strategies and ideas for you to use in both your personal and business life.

Tips 74

Tips Strategy Customer relationships Customer Retention 74

Forrester

JUNE 21, 2016

In 2015, we explored whether customer experience really matters to business success or whether CX is just the latest hype. Our conclusion: superior CX drives superior revenue growth in industries where customers are free to switch business and competitors deliver a differentiated customer experience. This year we repeated our study to see if the results held true across an additional year of data.

Customer Experience 75

Customer Experience Airlines CRM Sales 75

Customer Enthusiast

JUNE 21, 2016

My family and I stopped by the mall last week to pick up some last-minute items for my 13-year-old’s summer camp in New Mexico. We were tight on time, as my wife had called ahead to add our name to the list at Yard House , where the hostess predicted that a table for six would be available at 8 o’clock. As my son, Cooper, and I entered Vans , I made eye contact with an employee, looked at my watch, and playfully said, “It’s 7:59 and our table at Yard House will be ready at 8 o’clock.

Sales 60

Sales Customer Service Customer Experience Hospitality 60

Think Customers

JUNE 21, 2016

Last week was the 8th grade formal for my daughter Caroline's class. Leading up to the dance, her friends informed her that a certain boy was planning to invite her. You know how these types of things can play out in Middle School. Anyway, with just a week to go before the big event and growing restless, Caroline, who tends to be a bit shy, decided to break out of her own comfort zone and ask the boy to the dance using a creative poster board she planned to present to him on the school bus.

Customer Experience 58

Customer Experience Customers Analytics Data 58

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Communication

Magellan Solutions

JUNE 21, 2016

Outsourcing has been around for a while, and there’s a reason why clients keep coming back. From cost savings to business expansion, the benefits are clearly undeniable. Having served small to medium-sized enterprises since 2005, we’ve collaborated with companies from industries like travel and tourism to healthcare and consumer electronics. Looking to have outsourced services soon?

Tourism 56

Tourism Contact Center Healthcare Travel 56

ForeSee

JUNE 21, 2016

A version of this article originally appeared on LinkedIn. The other day, my two-year-old son brought home his very first suitcase from the department store, excited for our upcoming trip. The post What A Captain America Suitcase Can Teach You About The Customer Journey appeared first on ForeSee.

Customer Journeys 56

Customer Journeys Customers Customer Satisfaction Customer Experience 56

Helen Dewdney

JUNE 21, 2016

I have been asked a lot what EU law affects consumer law and what would happen to consumer law should we leave the EU on Thursday. Well, in answer to the second question no-one really knows, just like no-one really knows what will happen to anything. For the former, “Experts” believe that it will take anything from 2 – 10 years to unravel laws.

Consumers 56

Consumers Government Sales Marketing 56

Avaya

JUNE 21, 2016

If you’ve been following Avaya’s news over the past few months, you may recall that in March we talked about customer service being the new competitive battleground, and how Avaya is helping customers win the battle. Then in late May, we announced we were “raising the bar on the self-service customer experience.” Now, continuing the story line, we recently announced a number of new products that fit within the concept of “Experience is Everything.

Multi-Channel 45

Multi-Channel Self Service Social Media Chatbots 45

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Tips

Talkdesk

JUNE 21, 2016

Top of the Tuesday to you, readers! Welcome back to your weekly roundup. Talkdesk’s Customer Experience Weekly (CXW) brings together the best information and insights from around the web on subjects related to CX. Each week, we dive deep into a particular aspect of customer experience. This week, we thought we’d round up a few roundups. It’s a Russian doll-style Customer Experience Weekly, and we’re loving the lists inside lists inside lists.

Customer Experience 40

Customer Experience Exercises Customer Centricity Customer Service Training 40

Kate Nasser

JUNE 21, 2016

A sincere apology rebuilds trust w/ others. Ironically, it also builds trust in yourself. Do you or someone you know have trouble apologizing? Here's some inspiration for leaders, team members, technical professionals, & customer service reps. The post The Apology – Perfect Chance to Build Trust in Yourself! | #PeopleSkills appeared first on KateNasser.com.

Customer Service 40

Customer Service Customers 40

Customer Interactions

JUNE 21, 2016

It is sometimes so hard to narrow down the great content for CMOs each week to just 5 pieces, that this week we have 6 pieces for you. Featuring Lauren Teague on Convinceandconvert.com talking about getting ahead of this year’s social media trends; Marketo.com with a great blog on 3 trends that will drive digital transformation; The great Ted Rubin with his “Good Marketing + Great Customer Service = Omni-Channel Success;” and more.

Omni-Channel 31

Omni-Channel Marketing Social Media Trends 31

Brad Cleveland Blog

JUNE 21, 2016

The National Business Research Institute (NRBI) identifies six traits engaged employees have in common, including: They believe in their organization. They have the desire to work to make things better. They understand the business context and big picture. They are … Continue reading → The post Traits of Engaged Employees appeared first on Brad Cleveland.

Engagement 26

Engagement Employee Engagement Contact Center Call Center 26

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

Michelli Experience

JUNE 21, 2016

For me… Invention is the creation of something new. and. Innovation is creating a new solution that addresses a human need. If I were so inclined, I could go into my garage cobble together some random materials and produce a “one of a kind” object. I could call it Joseph’s garage invention. While I might amuse myself in the process, the invention would be nothing more than an expression of my creative process.

Innovation 145

Innovation Consulting Financial Technology 145

Brad Cleveland Blog

JUNE 21, 2016

The National Business Research Institute (NRBI) identifies six traits engaged employees have in common, including: They believe in their organization. They have the desire to work to make things better. They understand the business context and big picture. They are respectful and helpful to colleagues. They are willing to go the extra mile.

Engagement 21

Engagement Employee Engagement Contact Center Call Center 21

Amity

JUNE 21, 2016

SaaS Tattler Issue 87 - Customer Success: What Customers (Really) Think About You. As a CSM, the following thought has likely crossed your mind a few, well, hundred times: “ How am I perceived by my clients? ” Truth be told, there isn’t necessarily a clear, concrete answer to this -- after all, how can there be? No two CSMs are exactly the same, and each client holds a different perspective.

Customer Success 71

Customer Success Travel Customers Loyalty 71

Brad Cleveland Blog

JUNE 21, 2016

The National Business Research Institute (NRBI) identifies six traits engaged employees have in common, including: They believe in their organization. They have the desire to work to make things better. They understand the business context and big picture. They are respectful and helpful to colleagues. They are willing to go the extra mile.

Engagement 20

Engagement Employee Engagement Contact Center Call Center 20

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