ijgolding

JULY 14, 2017

“Focus on the whole journey, not just the transaction” In the world of Customer Experience (CX) you will hear this phrase frequently. But what does it mean? It’s the difference between a task and a purpose. The difference between a user story like the one above, and meeting a customer’s overall goal. It is important to understand the difference between the two, because how you frame the interaction determines how your customer will experience it.

Customer Experience Design 274

Customer Experience Design Customer Journeys Customer Experience Banking 274

Alida

JULY 14, 2017

There was a time when the only way to get a Dell computer was to go directly to the company. The PC giant long ago decided to sell through partners and retail channels too, but today some established brands are opting to experiment with their own direct-to-consumer (DTC) models. They have good reason. According to Nielsen, 90 percent of consumers would rather buy directly from a brand if they could.

Omni-Channel 147

Omni-Channel Consumers Examples Apparel 147

Influitive

JULY 14, 2017

A new IDC report has found that one organizational tactic has grown 570% YOY among B2B vendors (and no, we don’t mean ABM). It’s customer advocacy programs. Last year, only 10% B2B vendors surveyed had a customer advocacy program in place, according to the IDC research. This year, “The Role of Marketing in Customer Advocacy”.

B2B 81

B2B Study Survey Report 81

ReviewTrackers

JULY 14, 2017

Imagine a work environment with leaders who support and encourage professional and personal growth and creativity. This is the type of work environment where trying new things is encouraged and expected. ReviewTrackers is this place. Our customer feedback software company provides continuing education resources for all team members to use for their development.

Leadership 0

Leadership Resources Communication Sales 0

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Peter Lavers

JULY 14, 2017

I had the pleasure this week of being invited to Wimbledon by IBM to see for myself how their systems, artificial intelligence, and cognitive tools (Watson) underpin the customer experience. What?! Isn’t Wimbledon all about ‘being there’? The atmosphere; the proximity to the athletes and pundits; the strawberries! Doesn’t the world divide for two weeks in July between those who are there and those who would like to be there?

Omni-Channel 65

Omni-Channel Customer Experience Management Sports 65

CSM Magazine

JULY 14, 2017

Customer satisfaction has always been a key contact centre metric, but now increased emphasis on customer experience has made it a focus for many boardrooms. . Contact centres are on the frontline when it comes to customer experience, so with pressure mounting, many are asking how they can further their customer satisfaction (CSAT) scores. The modern customer is used to getting what they want, when they want it.

Self Service 49

Self Service Effort Score Customer Service Representative Transportation 49

Stella Connect

JULY 14, 2017

If you caught Seth Godin’s recent post “ Four ways to improve customer service ,” maybe you reacted the way we did (“AMEN!”). Seth’s “four ways” really are the pillars upon which leading brands build their reputations and business success. We’ve seen this firsthand. It’s the exact approach we’ve championed and helped brands adopt since we first became a company.

Brands 46

Brands Customer Service Contact Center Omni-Channel 46

Strativity

JULY 14, 2017

Customer Journey Mapping is a well-documented practice that helps organizations understand and guide improvements in the customer experience (CX). When done effectively, it uncovers valuable insight into CX issues and opportunities, and it aligns stakeholders around a common vision. But the traditional approach to journey mapping leaves a lot on the table.

Customer Journeys 45

Customer Journeys Management Exercises Touchpoint 45

ClientSuccess

JULY 14, 2017

This live webinar is over and is now available as a recorded version. You can watch the recorded version here. Webinar Details. Ed Powers, VP Customer Success, simPRO Software Group teaches how to build trust and increase renewals during every stage of the customer lifecycle. This event was a “fireside chat” format where the conversation was live and open to questions and comments throughout the hour while centered around the power of building trust with customers.

Customer Success 41

Customer Success eBook Culture Software 41

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Communication

Helpware

JULY 14, 2017

1.Show Off Your Customer Service Team. If your customer service received great ratings from customers, don’t just hide in some backpages. Make it front and center. Take the last 20 or so customer reviews and make it the focus of attention on your customer service page. Not only will this give prospective customers confidence in your company, but it will also reaffirm the belief that you have in your customer service team.

Customer Service 40

Customer Service e-support Customer Service Representative Video 40

Clarabridge

JULY 14, 2017

Brand experience. Customer loyalty. ROI. These buzzwords can be the bane of any CX Evangelists existence when they’re thrown around at an organization not quite willing to make the shift to put customers first. It may feel like no one truly knows – or cares for that matter what exactly a CX transformation can mean for their company. We know how hard it can be to feel like the sole advocate for what should be an organization-wide initiative- – that’s why it’s crucial that you build out a cu

ROI 40

ROI Loyalty Report Customer Experience 40

ShepHyken

JULY 14, 2017

This week we feature an article by Mike Allton about negative and fake reviews. Ask your customers to post online reviews. This shows that you have confidence that you will take care of your customers by delivering a great customer service experience and taking care of any problems that may arise – in such a way that will earn you a glowing online review. – Shep Hyken.

Customer Experience 44

Customer Experience Social Media Advertising Customers 44

Touchpoint Dashboard

JULY 14, 2017

Customer Journey Mapping is a well-documented practice that helps organizations understand and guide improvements in the customer experience (CX). When done effectively, it uncovers valuable insight into CX issues and opportunities, and it aligns stakeholders around a common vision. But the traditional approach to journey mapping leaves a lot on the table.

Customer Journeys 28

Customer Journeys Management Touchpoint Customer Experience 28

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Tips

LiveChat

JULY 14, 2017

We tend to think of ourselves in ways that are more flattering than are warranted. It’s probably our human tendency to see ourselves through rose-colored glasses! We tend to believe that we are better customers, better employees or better bosses than we actually are. The sad truth is that if we ask customer service agents that talk with us or our colleagues, we will probably hear that there is a lot of room for improvement.

Management 21

Management Leadership Consulting Engagement 21