ijgolding
MAY 17, 2017
Most human beings have a small number of people they consider to be their ‘heroes’ For some, it is a relative – their mother, father, brother or sister, husband, wife or partner – it may be a long departed uncle who flew Spitfires in World War II. Others may have heroes from the sporting arena, whether it be a football or soccer player; Muhammad Ali, or a multiple Olympic champion.
AskNicely
MAY 17, 2017
In 18 th century Prussia, Frederick the Great faced a tricky dilemma. To combat volatile bread prices and the risk of famine, he’d issued an order for his subjects to grow potato crops (a radical new technology back then). Unfortunately, avoiding starvation wasn’t seen as a compelling benefit to the Prussian peasantry (evidently, not vegetable lovers).
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CX Journey
MAY 17, 2017
Image courtesy of Pixabay I originally wrote today's post for Clicktools; it appeared on their blog on July 26, 2016. Last month, I wrote about 20 tips to design better customer surveys. That post ought to be helpful whether you're designing a new survey or redesigning existing surveys. But what if you've been listening to customers for years? How do you know when it's time for a refresh or a complete VoC program redesign?
Uniphore
MAY 17, 2017
As an increasing number of customers choose to do it themselves, it appears as though the most crucial technology in the future contact center will be self-service. Read More.
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.
Wired and Dangerous
MAY 17, 2017
The fact that time is a completely made-up component in nature was one of the hardest concepts to get your head around in high school physics class. All of nature knows night from day, but your dog is clueless about what 9:30 means. When we tell someone, “Why don’t we meet in an hour,” we are not only operating on a “made up” agreement regarding the precise moment of rendezvous, we are relying on a made up understanding of what “an hour” means.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ShepHyken
MAY 17, 2017
I recently had the good fortune to meet Frankie Saucier , the former director of social media customer service (also known as social care) for a major cable company. When the cable goes out, upset customers call, email, tweet, post on Facebook, etc. her cable company for two reasons. One, they want to express their complaint and anger. Two, they want to know when their cable TV will be fixed.
Joe Rawlinson
MAY 17, 2017
Ecommerce sites have taken retail online and with such its audience. Once representatives used to be able to physically approach customers to see if they need their assistance, now when visitors are on a website many companies are not aware of their existence unless the visitor makes contact. Are companies just expected to sit back and wait to see if a purchase comes through?
CustomerGauge
MAY 17, 2017
Now that the dust has settled, and pictures of Dr.David Dao’s half naked body are no longer making the rounds on my social feed, I think it’s time we talk logically about the elephant in the room: Customer experience within the airline industry has come under hot water over the last few months, through a combination of […]. The post 2017 Customer Experience Lessons from the Airline Industry…So Far appeared first on CustomerGauge.
iPerceptions
MAY 17, 2017
Today, technology has infiltrated every facet of the marketing world. From content marketing to email marketing to the customer experience , technology is playing a central role.
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Clarabridge
MAY 17, 2017
You’re in the field of customer feedback but let’s be honest for a minute. When is the last time you actually took a survey? If you’re like the rest of the world, you don’t take them very often. In fact, Forbes studies show that survey response rates are down to an all-time low of less than 2%. So how can you help your customers help you by providing more feedback?
delighted
MAY 17, 2017
When is it safe for a company to let up on the gas when it comes to improving customer experience? This is a question we hear a lot at Delighted. Should you continue to invest in customer experience if your customers are satisfied with the current experience? It’s common for a company to create a unique experience, gain early traction in their market, then shift their energy from improving that experience, to scaling and driving efficiencies.
Confirmit
MAY 17, 2017
Whether you are preparing a PowerPoint, putting together a report, or a creating a dashboard, the best way to ensure your clients understand your research findings is to tell a compelling story with the data. In Market Research, this is often easier said than done, however! Storytelling is a mix of art and science and without the right tools and training, it can be an impossible feat.
InteractionMetrics
MAY 17, 2017
In the US market alone, there are hundreds of customer service consultants offering thousands of customer service improvement strategies which begs the question: does anyone need yet another plan to improve customer service? I think, decidedly, yes, for the simple reason that most customer service remains lackluster and inconsistent—while executives routinely believe their customer service […].
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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.
ForeSee
MAY 17, 2017
Today’s businesses provide customer support using multiple types of interactions, which in turn shape the customer experience. If you’re attending ICMI next week in Orlando, let’s talk about how. The post Attending ICMI? Visit ForeSee to learn how to supercharge the contact center experience appeared first on ForeSee.
InteractionMetrics
MAY 17, 2017
In the US market alone, there are hundreds of customer service consultants offering thousands of customer service improvement strategies which begs the question: does anyone need yet another customer service improvement plan? I think, decidedly, yes, for the simple reason that most customer service remains lackluster and inconsistent—while executives routinely believe their customer service is […].
Natalie Petouhof
MAY 17, 2017
Tweet Would You Invest If You Knew the Investment Had a High Likelihood of Failure? If I were to tell you that I had an investment opportunity for you and the probability of you making money was 16% or less, how likely would you be to invest in it? But if I told you that the investment opportunity had a 90% chance of returning your investment, might you be more likely to want to invest?
Verint
MAY 17, 2017
Today’s consumers have high expectations and increasingly expect their sales and service experiences to be personalized, quick and easy across all interaction channels.
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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,
Brad Cleveland Blog
MAY 17, 2017
A few years back, fashion retailer Hot Topic won first place in an ICMI video contest for a creative portrayal of their “secret to service success,” a daily communications huddle. In it, they compare the daily meeting, which keeps employees … Continue reading → The post Hot Topic’s “Daily Huddle” appeared first on Brad Cleveland.
Beyond Philosophy
MAY 17, 2017
CX Data platforms are growing in popularity by those that seek to improve their Customer Experiences. These platforms can provide data management intended to optimize the Customer Experience, not only at a general level but also at a personalized level. It’s one thing to have the tools on hand to improve your Customer Experience (CX) However, a recent study by Forrester Consulting on behalf of DataStax revealed that knowing how to use them is another thing entirely.
Brad Cleveland Blog
MAY 17, 2017
A few years back, fashion retailer Hot Topic won first place in an ICMI video contest for a creative portrayal of their “secret to service success,” a daily communications huddle.
Eptica
MAY 17, 2017
Date: Wednesday, May 17, 2017 L’Occitane – the benefits of a global approach to digital customer experience. Published on: May 17, 2017. Author: Pauline Ashenden 4 questions to Anne-Sophie Pouyau, Head of International & European Customer Service, L’Occitane With a turnover of €1.28bn L’Occitane Group is a leading global manufacturer and retailer of natural and organic cosmetics and well-being products.
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.
Brad Cleveland Blog
MAY 17, 2017
A few years back, fashion retailer Hot Topic won first place in an ICMI video contest for a creative portrayal of their “secret to service success,” a daily communications huddle.
LiveChat
MAY 17, 2017
About a year and a half ago, I started working for a company called The SnapBar. The SnapBar is a photo experience company that specializes in photo booth activations – from glam booths (popularized by the Kardashians) to GIF booths. In this post, I’m describing the way LiveChat helped to grow our business, keep customers happy and reduce the number of incoming calls.
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