Lumoa
MARCH 5, 2018
B2C customer experiences have set the tone of CX transformation. All the people, who receive advanced personalized customer treatment, come to work and. very often experience the same old "traditional" system. Instead of online catalogue, they have to download a pdf or even order a paper brochure. Instead of usual "order in three clicks", they have to call.
Centriam Customer Experience Lab
MARCH 5, 2018
We have published the Centriam CX Money Map , which details 12 drivers that make the financial case for a customer experience program. In our last post , my colleague Joe focused on customer enrichment. This week, I will delve into the two drivers involved with reducing costs in contact centers and marketing while maintaining, and potentially improving, customer experience.
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Experience Investigators by 360Connext
MARCH 5, 2018
Are you treating customer experience like a sport? Are people in your organization who deliver the experience expected to start “winning at CX” in some way? If customer experience becomes a competition, either amongst your internal teams or worse, then the customer is the guaranteed loser. What do I mean about CX as competition? Think about your own organization.
ShepHyken
MARCH 5, 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. What’s the Difference Between Customer Satisfaction and Customer Loyalty? by Jimmy Rodriguez. (HubSpot) Customer satisfaction is a measurement of a customer’s attitude toward a product, a service, or a brand.
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.
Amity
MARCH 5, 2018
Congratulations, you’re ready to hire a Customer Success Manager (CSM)! Many industry experts say it is never too soon to hire for customer success. Effective customer success is key to reducing churn and increasing MRR, so it’s vital the customer success manager you hire be the kind of rockstar who will lead your customer success team (and customers) to… well, success.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
PeopleMetrics
MARCH 5, 2018
Imagine this: you’re on a road trip and everything is going great – the windows are down, you’ve got great music playing, and only a few more hours to go before you reach your destination. Suddenly the car comes to a sputtering halt – “oh $#*!” – you’ve run out of gas. A million thoughts start running through your head - “Why didn’t I check the tank before I left?
Middlesex Consulting
MARCH 5, 2018
This article describes why and how to implement the peak-end rule to improve the ROI of your customer experience (CX) efforts. Recently, four separate events happened to me with the result being what I believe is new thinking about how to make a CX program cost effective. The four events were: Event #1 – I attended a Boston CXPA local networking group planning dinner of 12 people.
Oracle
MARCH 5, 2018
Adapted advice from Experience This! podcast with Joey Coleman and Dan Gingiss. In episode 20 of Experience This!, a customer experience podcast series, hosts and CX experts Joey Coleman and Dan Gingiss share tips and strategies for creating remarkable customer experiences, analyzing lessons learned from Michelin-starred restaurants to hotels and art galleries.
Avaya
MARCH 5, 2018
There’s no denying that value-based healthcare is revolutionizing how healthcare is delivered and paid for. In a way, it is the perfect storm: a shortage of providers coupled with a growing population of chronically ill patients has proven to be a much-needed catalyst to reimagine how care can be delivered and measured. For example, in the U.K., 75% of patients’ first level of interaction for health information now comes from online sources.
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Andrew Mcfarland
MARCH 5, 2018
When I hear companies say they have a “customer first” mindset I cringe. While well-intentioned, such a policy often backfires! On a recent tour of Ireland the tour guide described his worst experience with a customer. He explained that in.
Bold360
MARCH 5, 2018
We live in an amazing time. In the past year alone, we’ve seen SpaceX launch a car into space , augmented reality helping us make buying decision and, my personal favorite, a teenager leveraging the power of Twitter to earn a year’s worth of free Wendy’s chicken nuggets. To add to that, we’ve seen Artificial Intelligence (AI) pick up speed across a variety of industries – including customer service.
Second to None
MARCH 5, 2018
Too often, brands will create an over-arching strategy that places profit as the number one priority. This can be successful for short-term success, but organizations that are able to look past near-sighted financial surges and instead focus on building long-term relationships with customers are setting themselves up for longer periods of growth. Brands that do manage to place providing value to customers at the center of their strategy will be revealed as leaders in their respective industries.
NICE inContact
MARCH 5, 2018
May 14 will be our largest ever pre-conference Interactions.edu—a full day of in-depth, interactive and focused sessions delivered by our expert NICE inContact Education Specialists and Business Consultants. Designed to help you get the most from your NICE inContact solutions, these hands-on training sessions let you roll up your sleeves to experience a variety of features and demos.
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Strativity
MARCH 5, 2018
Appearing in Loyalty360,org, March 1, 2018. A recent cover story by the Economist, titled “Doctor You,” paints a vivid picture of the future of healthcare. In that future, patients will be using digital tools to self-diagnose their conditions and may be using physicians more as validation points and treatment-execution vehicles. This change in the role of physicians will represent a major shift in the role of a medical doctor with wide repercussions to the healthcare industry.
Helen Dewdney
MARCH 5, 2018
Well the Winter of 2018 huh? Pretty cold and pretty snowy! Lots of trains delayed and some stuck in the snow for hours. In some cases it probably couldn’t be helped but even in these cases it doesn’t mean you won’t get redress. It is about knowing your rights. So what are they? Cancellations. If your train is cancelled you are due a full refund.
Forcivity Salesforce
MARCH 5, 2018
Famed business consultant, educator, and author Peter Drucker said, “What gets measured, gets managed.” This mantra is as important today as ever when running a business, especially for the service industry when insight into metrics positively impact the Customer Experience (“CX”) It’s no longer viable to base business decisions.
Stella Connect
MARCH 5, 2018
The first Williams-Sonoma store opened in 1956, selling a small array of cookware imported from France. Since then, the brand has expanded to hundreds of products from around the world, more than 250 stores nationwide, a direct-mail business that distributes millions of catalogs a year, and a highly successful ecommerce site. Williams-Sonoma recognizes that caring for customers is not a cost, rather an opportunity to drive revenue.
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Strativity
MARCH 5, 2018
Appearing in Loyalty360,org, March 1, 2018. A recent cover story by the Economist, titled “Doctor You,” paints a vivid picture of the future of healthcare. In that future, patients will be using digital tools to self-diagnose their conditions and may be using physicians more as validation points and treatment-execution vehicles. This change in the role of physicians will represent a major shift in the role of a medical doctor with wide repercussions to the healthcare industry.
Stella Connect
MARCH 5, 2018
Some companies are trailblazers at heart. Their ongoing quest for a better way defines their business and drives it forward. RevZilla , a leading seller of motorcycle parts and accessories, fits that description to a T. While its front-line “Gear Geeks” busily educate customers about the finer points of various product options, RevZilla’s technical team is laser focused on developing systems and platforms designed to deliver the optimum customer experience.
West Monroe
MARCH 5, 2018
A dinner conversation among Bay Area execs about winning the battle for customers generates a surprising level of passion and intensity. We saw this in spades at a recent gathering of financial services leaders at Prospect in San Francisco. Once we were satisfied with the sharing of two vintages of our Director’s Reserve Cabernet, Don Peppers (formerly of Peppers and Rodgers) and Paul Hagen , a top thought leader on West Monroe’s CX Strategy team, kicked off the talk with a sobering look at cu
Stella Connect
MARCH 5, 2018
Jet launched in 2015 with a mission to make online shopping more transparent and efficient. In addition to offering the broadest suite of products at the most competitive prices, Jet is also laser focused on delivering best-in-class customer service. As part of its commitment to customer service, Jet signed up for Stella Connect to support its public launch.
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.
Talkdesk
MARCH 5, 2018
The post is an examination of a Call Center KPI from Talkdesk’s 2018 Contact Center KPI Benchmarking Report. To view more content like this, download the full report. Customers call contact centers to have an issue resolved. Unfortunately, that’s not always what happens. Sometimes those calls are abandoned. In this post, we’ll look at how Talkdesk calculates abandonment rate, give you benchmarking metrics for specific industries and walk through how your team can improve your abandonment rate to
Stella Connect
MARCH 5, 2018
The first Williams-Sonoma store opened in 1956, selling a small array of cookware imported from France. Since then, the brand has expanded to hundreds of products from around the world, more than 250 stores nationwide, a direct-mail business that distributes millions of catalogs a year, and a highly successful ecommerce site. Williams-Sonoma recognizes that caring for customers is not a cost, rather an opportunity to drive revenue.
Helen Dewdney
MARCH 5, 2018
Water companies are regulated by Ofwat. Every company must follow the Guaranteed Standards Scheme which relates to compensation in the event of service failure. However, the standards do not apply in certain situations, including extreme weather. But all is not lost! Criticism of water companies. In many areas of the country thousands of people were left without water after burst and leaking pipes.
Stella Connect
MARCH 5, 2018
Some companies are trailblazers at heart. Their ongoing quest for a better way defines their business and drives it forward. RevZilla , a leading seller of motorcycle parts and accessories, fits that description to a T. While its front-line “Gear Geeks” busily educate customers about the finer points of various product options, RevZilla’s technical team is laser focused on developing systems and platforms designed to deliver the optimum customer experience.
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Brad Cleveland Blog
MARCH 5, 2018
The post Boosting the Strategic Value of Your Customer Service Operation appeared first on Brad Cleveland.
Stella Connect
MARCH 5, 2018
Jet launched in 2015 with a mission to make online shopping more transparent and efficient. In addition to offering the broadest suite of products at the most competitive prices, Jet is also laser focused on delivering best-in-class customer service. As part of its commitment to customer service, Jet signed up for Stella Connect to support its public launch.
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