GetFeedback

MAY 24, 2017

Maintaining a knowledge base gets exponentially more complicated as a business grows. That's where knowledge base surveys can help.

Knowledge Base 195

Knowledge Base Survey 195

Experience Matters

MAY 24, 2017

Temkin Group has found that the only path to sustainable customer experience differentiation is to build a customer-centric culture. How? By mastering Four Customer Experience Core Competencies. This video provides an overview of one of those competencies, Employee Engagement, where the goal is to align employees with the goals of the organization. Here Are Five I’s of Employee Engagement: […].

Employee Engagement 145

Employee Engagement Video Engagement Customer Centricity 145

GetFeedback

MAY 24, 2017

Maintaining a knowledge base gets exponentially more complicated as a business grows. That's where knowledge base surveys can help.

Knowledge Base 150

Knowledge Base Survey 150

CX Journey

MAY 24, 2017

I originally wrote today's post for Clicktools. It appeared on their blog on August 29, 2016. Quite simply: without employees, you have no customer experience. The linkage between employee engagement and experience and the customer experience has been proven. It's real, and your employees matter! If your employees aren't engaged with your improvement efforts - or engaged overall with the organization - it will be very difficult for them to delight your customers and deliver the experience they e

Engagement 154

Engagement Strategy Customer Experience Customer Journeys 154

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

Experience Matters

MAY 24, 2017

Temkin Group has found that the only path to sustainable customer experience differentiation is to build a customer-centric culture. How? By mastering Four Customer Experience Core Competencies. This video provides an overview of one of those competencies, Employee Engagement, where the goal is to align employees with the goals of the organization.

Employee Engagement 120

Employee Engagement Video Engagement Customer Centricity 120

Uniphore

MAY 24, 2017

Good customer service is all about consistency. It’s one thing to deliver good service to a customer, but quite another to achieve this with regular consistency. However, it is exactly this kind of consistency that the modern customer demands. Read More.

Customer Service 113

Customer Service Customers 113

ShepHyken

MAY 24, 2017

Not long ago I was interviewing Kevin Berk, founder and CEO of ServiceGuru, on Amazing Business Radio. We were talking about the word fine. He commented that it is a four letter that begins with the letter F that you never want to hear from your customer. I then joked that fine is the “F-Bomb” of customer service. Ask someone how their experience with your company is.

Customer Service 121

Customer Service Customer Service Training Customers Customer Experience 121

delighted

MAY 24, 2017

We’ve previously written about why you should be following up with detractors. This is standard practice for anyone running a successful NPS program. But we often see companies overlook the massive upside of leveraging promoters to their advantage. Promoters are your biggest fans, and they’re willing to go to work for you! They can amplify your strengths, drive referrals, coach new users, and even help guide the product roadmap.

Case Study 72

Case Study B2B Study Ecommerce 72

CustomerGauge

MAY 24, 2017

Apple’s AirPods hit NPS® of 75 In a spectacular event last september, Apple unveiled their latest groundbreaking product and features. Among many were their wireless headphones Apple now calls AirPods. The AirPods put an end to the endless unraveling of wire headphones and offered a more effortless music/communication Apple experience. While Appe’s AirPods may be […].

NPS 60

NPS Wireless Communication 60

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

Call Center

iPerceptions

MAY 24, 2017

Customer-centricity is not an overused mantra – it’s a strategy that delivers real and tangible benefits for organizations. Amazon, Apple, Adobe and many others are examples of the success of being intensely focused on the customer, and delivering a flawless experience that is simple and intuitive. This success starts with understanding your customers.

Customer Centricity 59

Customer Centricity Examples Strategy Customers 59

Amity

MAY 24, 2017

SaaS Tattler Issue 104: The Best Time Management Techniques for Customer Success Professionals. As a Customer Success Manager, you've got a lot on your plate. Not only are you busy , but you’re also used to dealing with unforeseen complications and having to forget about that to-do list you’d carefully crafted at 9 am. Firefighting is part of the job, but that doesn’t mean you should embrace the chaos.

Customer Success 54

Customer Success Management Tips Consulting 54

Happy or Not

MAY 24, 2017

Work-life expert and blogger Zoltan Vadkerti guest blogs how internal and external factors influence happiness at work. In our ever-rising pursuit to happiness, is it possible to be content in our work? In fact, happiness, today, has become one of the most decisive factors of positive job performance in the workplace, and so it’s no wonder that companies have started investigating what internal and external factors influence workplace happiness.

Company 64

Company 64

UJET

MAY 24, 2017

While UJET was born out of sheer customer frustration, support agents face just as many hurdles on the other side of the customer support experience.

Customer Experience 56

Customer Experience Customers 56

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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?

Customer Experience

natero

MAY 24, 2017

We are excited to announce the general availability of our new data center located in Frankfurt, Germany. Our latest data center comes on the heels of Natero’s rapid global expansion, particularly in Europe and India.

Data 48

Data Customer Success Customers 48

Magellan Solutions

MAY 24, 2017

A growing number of entrepreneurs and companies worldwide are outsourcing their non-core tasks to offshore locations, particularly the Philippines. Dubbed as the new call center capital of the world, this Southeast Asian archipelago proved to be a reliable provider of world-class customer service and other specialized professional services. In exchange for the superior quality of work it provides to these businesses, an emergent change in the middle class population happened.

Call Center 49

Call Center Customer Satisfaction Resources Financial 49

Clicktools

MAY 24, 2017

by CallidusCloud CX Guest Blogger, Daniel Newman. ~~~. Competitive pricing, a slew of innovative features and benefits, nailing customer service—the list of methods for getting ahead in today’s competitive marketplace is stacked with valid tactics like these. At the top of that list, though? Easy: prioritizing customer experience (CX)—a make-it or break-it factor for many brands.

Engagement 45

Engagement Customer Experience Self Service Social Media 45

Dennis Snow

MAY 24, 2017

Bobby Herrera is the CEO of Populus Group – a wonderful organization. What makes Populus Group wonderful isn’t so much what they do, but HOW they do it. Bobby and his team of “climbers” (employees) have built a company culture based on values that they actually live. I had the opportunity to work with a group […].

Groups 40

Groups Culture Company Leadership 40

Speaker: David Nisbet, 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.

Data

ForeSee

MAY 24, 2017

When it comes to measuring customer experience, mapping every part of the customer journey is essential. However, this doesn’t always guarantee you’ll be provided with useful insights that translate seamlessly. The post How to help with the daunting task of measuring customer journeys effectively appeared first on ForeSee.

Customer Journeys 40

Customer Journeys Measurement How To Customers 40

Eptica

MAY 24, 2017

Date: Wednesday, May 24, 2017 +7! “Gartner award demonstrates our position as a leader of digital customer engagement platforms for the digital customer experience””, Olivier Njamfa, CEO. Published on: May 24, 2017. Author: Anne-Claire Bellec What does the award mean for Eptica? Gartner award recognizes our position as a leader of digital customer engagement platforms and our 3Cs approach: conversational and collaborative solutions based on artificial intelligence for the digital customer experi

Self Service 48

Self Service Customer Engagement Engagement Customer Experience 48

ForeSee

MAY 24, 2017

The path to more conservative government spending lies in collecting and analyzing citizen experience data. This isn’t hyperbole or exaggeration, but rather a foregone conclusion with nearly two decades of research to back it up. And Congress seems to agree the introduction of the Federal Agency Customer Experience Act of 2017, a new piece of bipartisan legislation, is aimed at simplifying the process agencies go through to gather public feedback about their customer service.

Government 40

Government Feedback Data Customer Experience 40

Natalie Petouhof

MAY 24, 2017

Tweet Ever Had a Package Delivered Late, Not at All Or To the Wrong Address? One of the most irritating issues with ordering online is whether the package gets delivered and to the right address and on time. I know I’ve experienced this a number of times and what’s interesting is that, as customer’s we don’t always think about the delivery service as the issue, but rather it reflects poorly on the company we by the product from.

Innovation 45

Innovation e-support Industry System 45

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A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.

Customer Experience

Experience Investigators by 360Connext

MAY 24, 2017

There’s a part of your customer journey that is most likely inconsistent. It’s those pesky people. Going from one hotel front desk to the next or calling different customer service reps can have very different outcomes. Sometimes calling the same customer service rep on a different day means having a completely different experience! Are you dealing with the sunshiny optimist or the tired, overworked and overwhelmed grouch?

Hotels 125

Hotels Infographics Loyalty Programs Customer Journeys 125