Wed.Aug 15, 2018

Your Keys to Outstanding Experience Design

Michelli Experience

Experience design keys for the future. My work in customer experience design has spanned decades, industries, and continents.

Telling Your Customer Stories through Journey Maps

CX Journey

Image courtesy of Pixabay Do you know the power of storytelling? And do you use it in your customer experience transformation efforts?

4 CX Lessons from Unusual Places

Smarter CX

Adapted advice from the Experience This! podcast with Joey Coleman and Dan Gingiss. Are you doing enough to stand out and be memorable with your customer experiences? In episodes 28-31 of Experience This! ,

Live Chat: Acing the Effortless Support Experience


It’s no surprise that successful brands are built on the positive relationships they create with their customers. After all, modern consumers want more than just a product —they want a personalized experience that addresses their unique needs and expectations. And nowhere is this better reflected than the field of customer support. According to a 2016 study conducted by Ubisend , 51% of customers polled feel that brands should be reachable 24 hours a day, seven days a week.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

Do You Know How to Calculate Your Net Promoter Score?


You have a Net Promoter Score (NPS). How did you get that score? What does it mean? Why should you care? I know it sounds like something from Black Mirror season three’s “Nosedive” episode. You know the one where members of Charlie Brooker’s dystopian society are judged by a numeric rating given to them by their interactions with other people – better interactions can lead to a higher rating, while bad ones lead to a lower one? It’s not just science fiction, Uber does it.

5 Examples of Excellent Customer Service (And What You Can Learn)


Customer service used to be something companies offered without giving it too much thought, but it has become a central point of any business strategy nowadays. There are plenty of numerous examples of excellent customer service being provided by top companies.

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9 Local Marketing Strategies You Can Do at Scale


The right local marketing strategy can help your business drive foot traffic and awareness in specific locations or regions. But it involves more than just stuffing your pages and descriptions with location-specific keywords then calling it a day.

What is the technology behind a true omnichannel solution?


AUGUST 15, 2018 Over the last few years, the word. Read more » The post What is the technology behind a true omnichannel solution? appeared first on Interactions Resource Center. Omnichannel

3 Common Mistakes that Negatively Impact Customer Effort Score (CES)


This guest post was contributed by Amy Etheridge , the Head of Customer Advocacy at MindTouch. She has 20 years of experience in software, including marketing, sales, success, and support. She is dedicated to understanding the holistic customer experience.

How a Multi-Language Customer Support Empowers Your Business


The internet has transformed the way humans transact and communicate, highlighting how diverse language is. Modern globalisation is the pathway that led companies to face more international clients now than before.

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How to Optimize CX Through the Voice of the Customer

Speaker: Faith Adams, Analyst at Forrester

Join Intouch Insight and special guest, Faith Adams with Forrester Research, on November 8 at 1 PM EST and learn how you can act on VoC data

CX Storytime Tale of A Delivery Most Foul

The Upsell

What if no matter what you did to better serve your customer, it didn’t matter at all? Stay tuned for a story of mixed signals, valiant efforts and broken promises.

Are clients experiencing the innovative value of What We Do?

One Millimeter Mindset

Our innovative value leverages the client-focused outcomes we create. This value extends beyond our employer’s or team’s value propositions. Instead, our innovative value leverages the voice which defines us as Professionals of Worth.

8 Steps To Create A Quality Assurance Program From Scratch


If you're reading this, it's probably because you are growing quickly and sure enough, you've found the need to build a sturdy foundation upon which to scale your customer service support team. Customer Experience

Diversity & Inclusion at Help Scout: 2018 Update

Help Scout

Checking boxes can never fully capture the complexity of our identities. To build an inclusive company culture, however, we need to understand how people from all backgrounds feel about their workplace, so we have to ask the questions.

The Essentials to Scaling Your Customer Success Program

Most tech companies start with a barebone customer success ‘program’ that is reactive. As revenue grows and the go-to-market strategy is identified, founders quickly realize they need a proactive program that goes beyond basic customer services. By now the team may have a CRM program to manage customers and a basic set of steps they put the customer through. This simply isn’t enough to grow your customer relationships to their full potential value. You need a customer success program to grow quickly and to serve many through scale. This is where the right people, processes and technology come into play. Join Emilia D’Anzica, a customer success and engagement strategist, as she walks you through customer success essentials to consider as you grow your company and customer success team. During this webinar, you will learn core pillars of customer success by: Putting yourself in your customer’s shoes. Shifting your strategy to a Growth mindset. Building a scalable customer success framework. You'll walk away with actionable steps for you and your team to leverage immediately. When: November 14th at 11AM PT (2PM ET, 7PM GMT)

How Social Media Can Enhance the Customer Experience

Ann Michaels and Associates

With the explosion of social media, customer service is more important than ever and businesses are taking steps to create memorable “customer experiences”. Social media has put the power back in the hands of the customers and given them a voice to share their experiences.

Thematic is sponsoring the Digital Customer Experience Strategies Summit 2018


We’re very excited to be one of the sponsors of the 5 th Annual Digital Customer Experience Strategies Summit on September 18 – 19, 2018, at the Hyatt Regency McCormick Place in Chicago.

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The Importance of Humanizing ADA Compliance: Focus Indicators


Mo st developers are familiar with the dreaded mixture of frustration, confusion, and exasperation when told that a site they are working on will be need to be compliant with the Americans with Disability Act (ADA). The reason is – making a project ADA compliant often requires ripping apart the existing code and coaxing the website to meet a numerous list of requirements. However, creating an ADA compliant site doesn’t need to be this challenging.

The Convenience Question: How Easy Am I to Do Business With?


Over the years I’ve taught a concept I refer to as the One Thing Question. This is a very simple question to use in a survey as a follow-up to the simple survey question, like the Net Promoter Score question (NPS).

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.

Can Agencies Change Their Business Model Fast Enough?

Forrester's Customer Insights

Agencies are no longer the exclusive marketing and business partner for CMOs. CMOs bring agency work in house and aggressively manage agency fees. Global consultancies like Accenture and Deloitte target CMOs and new business and technology stakeholders with experience agency services.

My Mum Trusts Strangers More Than ‘Trusted’ Car Dealers

C Space

My Mum Trusts Strangers More Than ‘Trusted’ Car Dealers. The auto industry has a trust problem. 85% of car buyers don’t think that the car they purchased was the car for them. 72% of car buyers feel that an improved buying process would motivate them to visit dealerships more often.

How To Improve Net Promoter Score?


How To Improve Net Promoter Score? by Sam Frampton. on 16 Aug 2018. NPS Guide. How to start the cycle of Improvement. Chapter 4 NPS Guide. There are no shortcuts to improving your NPS. Growing your NPS is hard, and you won’t see results overnight. It requires a long-term effort.

Advanced Analytics for Better Customer Experiences


The whole point of advanced analytics is to tell a story that incites change in an organization from the top down. Executives have long relied on basic analytics to keep score and see where the business was tracking via key performance indicators (KPIs), but advanced analytics offers so much more.

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How Retailers Can Drive CX Excellence Through Store-Level Execution

Speaker: Jere Matthews, VP, Operations at Rutter's

Join Intouch Insight and Rutter's on October 25 at 2pm EST to learn how one of America's favorite convenience stores delivers on their brand promise.

Tips on when to send your NPS survey


Tips on when to send your NPS survey. by Sam Frampton. on 16 Aug 2018. NPS Analysis. NPS Survey Tips. Tips on when to send your NPS survey. Chapter 4 NPS Guide. You know what a Net Promoter Score (NPS) is.

How to Be a Customer Support Hero in an IoT World

Think Customers

If you believe the hype about the Internet of Things (IoT), we are entering a world that’s seamlessly connected. From smart homes and wearables to connected cars and smart cities, the IoT enables innumerable ways for devices to share data and handle tasks on our behalf.

Can Creative Entrepreneurialism Save The Agency Business Model?

Forrester's Customer Insights

Jay Pattisall, Keith Johnston, and I have been probing the reasons behind the financial woes of agency holding companies such as MDC Partners, Publicis Groupe, and WPP. What’s going on?

Three UK improved its mobile app experience to drive add-on sales, NPS, and more


We live in a world of consumers on-the-go, where more than half of daily digital hours are spent on a mobile device. That’s why it should come as no surprise. The post Three UK improved its mobile app experience to drive add-on sales, NPS, and more appeared first on ForeSee. CX Best Practices NPS Case Stories Case Studies Client Stories Mobile

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The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.

Guest Blog: How AI Can Help Drive True Five-Star Customer Service


If you’re on a mission to provide superior customer service, you’ll need to come to grips with two distinct and sometimes opposing forces: consistency and flexibility. Consider the paradigm of the grand hotel or five-star resort: On the one hand, the consistency you find on display is spectacular.

Through the looking glass: Join us at Forrester’s CX Singapore 2018 Forum

Forrester's Customer Insights

“Now, here, you see, it takes all the running you can do, to keep in the same place. If you want to get somewhere else, you must run at least twice as fast as that!” ” The Red Queen, Through The Looking Glass. I was reminded of this quote from Lewis Carroll’s book when analyzing the results […]. age of the customer

Join Us At CX SF 2018 For Insight Into Seamless Experience

Forrester's Customer Insights

You know that people’s experiences with your company, your products, and your services make all the difference in whether they decide to stay with you or switch to a competitor. It’s why you strive to make those experiences seamless and immersive — but that’s a tall order. Which is why we’re tackling the problem head […]. customer experience customer experience index (CX Index