Customer Bliss
SEPTEMBER 28, 2017
As I’ve been doing more episodes of my customer experience podcast , I’m increasingly hearing more stories about omni-channel collaboration and experiences. I love that. Silos need to align for the customer to have the best experience possible, and when the customer has that best experience possible, that’s really the place where revenue and growth reside.
Experience Matters
SEPTEMBER 28, 2017
I’ve recently spent some time visiting different hospitals, luckily not as a patient. There are a lot of amazing things that happen in hospitals, as the medical field continues to push the envelope on diagnostics and treatments. Many diseases that were once fatal are now being cured or at least managed. While medicine is getter much better, patient experience remains very problematic.
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Myra Golden
SEPTEMBER 28, 2017
When I hear an excellent, and genuine, expression of empathy from a company, I make a note of it. I’ll tell Siri to capture what I heard, or I’ll just type it out. I save ridiculously good empathy statements so that I can share them with my clients. In customer service workshops, like the one I delivered Friday in Columbus, I challenge my clients to use the empathy I’ve heard (and felt) to inspire them to come up with their own empathic responses.
Heart of the Customer
SEPTEMBER 28, 2017
I wrote last week about why Your CX Scorecard is Probably Measuring the Wrong Thing. Now, on a flight home from a client workshop, I have a chance to catch up on some old reading. And it turns out that your CEO likely agrees. You may not be spending time in the right areas – or, at least, not making […]. The post Why Your CEO Isn’t Impressed with Your Work appeared first on Heart of the Customer.
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.
CustomerGauge
SEPTEMBER 28, 2017
In the spirit of Customer Experience (CX) Day, this year happening on Oct 3rd, we’d like to celebrate some of the brands that create great experiences for their customers. Multiple research and advisory firms like Forrester and Gartner have proven that customer experience is at the top of everyone’s priority list – from CEOs to […]. The post 3 Brands Doing Customer Experience Right appeared first on CustomerGauge.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
LiveChat
SEPTEMBER 28, 2017
When you’re out of the office or you’re asleep, chances are you set up an offline form on your website. This way, customers can leave you their contact details and ask a question and you respond once you’re back in your LiveChat app. Unfortunately, this one-way communication draws the customers away sometimes. After all, they don’t want to send a message “in the void” and wait for a response for who knows how long.
Promoter.io
SEPTEMBER 28, 2017
According to research done by the Vision Council of America, approximately 75% of all adults need some form of vision correction. If you are (or were) part of the 75% like me (I had corrective surgery several years ago), you know how big of a pain in the butt it can be to maintain […]. The post How Sightbox Went from Launch to Acquisition Inside 18 Months By Focusing on Customer Happiness appeared first on Promoter.io Blog.
eGain Blogs
SEPTEMBER 28, 2017
Contact center agent churn is estimated at 35-45% with US contact centers alone bleeding $10B in attrition costs per year! As self-service systems get smarter, agents are going to get more complex questions to answer, problems to resolve, and advice to provide. However, even while the world is fast going digital (including things, customers, agent, and the business), their voice-first desktop is antiquated.
Helen Dewdney
SEPTEMBER 28, 2017
Press release. Argos have been caught out playing with prices, according to consumer expert, The Complaining Cow, aka Helen Dewdney. She has this week spotted customers complaining about their ‘special offers’ on Facebook, as you can see here… When is a 3 for 2 bargain not a bargain? When it costs more than buying 3 the day before!
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eGain Blogs
SEPTEMBER 28, 2017
Contact center agent churn is estimated at 35-45% with US contact centers alone bleeding $10B in attrition costs per year! As self-service systems get smarter, agents are going to get more complex questions to answer, problems to resolve, and advice to provide. However, even while the world is fast going digital (including things, customers, agent, and the business), their voice-first desktop is antiquated.
Brad Cleveland Blog
SEPTEMBER 28, 2017
The post 7 Suggestions for Improving Schedule Adherence appeared first on Brad Cleveland.
SurveyGizmo
SEPTEMBER 28, 2017
“It’s an interesting time to study and talk about customer experience because there’s still no one size fits all approach,” says Blake Morgan, a Forbes contributor. “In fact most people don’t even agree on who should drive customer experience, let alone ‘own’ it.”. Yet, for 75 percent of companies, offering CX is the number one priority for companies across the country, according to a global survey of more than 6,000 business and tech leaders conducted by Forrester. .
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Amity
SEPTEMBER 28, 2017
In the world of customer success, you’ll often hear ‘ 'customer health’ mentioned. It’s a measure of customer success, or in other words, how likely it is that the customer will continue with their subscription to your product. Clients in poor health (so to speak!) aren’t meeting their objectives with your product - and you need to respond quickly if you’re to keep them onboard.
Amity
SEPTEMBER 28, 2017
In the world of customer success, you’ll often hear ‘ 'customer health’ mentioned. It’s a measure of customer success, or in other words, how likely it is that the customer will continue with their subscription to your product. Clients in poor health (so to speak!) aren’t meeting their objectives with your product - and you need to respond quickly if you’re to keep them onboard.
Clarabridge
SEPTEMBER 28, 2017
In my last entry in the Debunking NLP blog series , we talked about the value of named entities in customer feedback data and the challenges that Natural Language Processing (NLP) engines face in identifying them in text. Finding named entities in your customer feedback data opens the doors to new kinds of business questions and answers. However, finding them in text is only half the battle.
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Talkdesk
SEPTEMBER 28, 2017
In today’s real-time economy, having smart, phone-based customer support has become a true differentiating factor. In situations where customers are dealing with urgent or complex issues, customers have shown a clear preference for phone support. A smooth, quick phone call that promptly resolves the issue for the customer can improve critical KPIs and create a raving, loyal fan.
BlueOcean
SEPTEMBER 28, 2017
When you think of a call center, the last thing you’d associate it with is baseball. But for those of us who work in contact center workforce management (WFM), the connections are obvious. You might ask, what do baseball and WFM have in common? In short, it’s statistics. Predictive pattern analysis is essential to managing a baseball team, and at Blue Ocean, we live by it, too.
Magellan Solutions
SEPTEMBER 28, 2017
You probably know by now that B2B lead generation methods differ slightly from B2C lead generation methods, owing to the differences between individual consumers and companies. Individual customers are generally easier and less expensive to market products to than business entities. Individual consumers also require less time to arrive at a purchasing decision, as compared to a business that has to undergo a hierarchic process of consultation with different unit heads before the final decision i
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