Alida

JULY 19, 2016

It’s impossible to overstate the urgency for businesses to understand Millennials, the generation born between 1980 and 1995. In the U.S. alone, Millennials number 80 million, and control over $600 billion in annual spending. Also known as Gen Y, this cohort already has enormous impact on society and the economy. In a new comprehensive report, Vision Critical, in partnership with the insights consultancy Maru VCR&C, set out to uncover truths and bust myths about this elusive generation.

Report 157

Report Industry Travel Financial 157

Vonage

JULY 19, 2016

You can tell a lot about a company and its commitment to customers in the words employees use. Open your ears and you will find it’s easier to measure customer service levels than you might think. I enjoy high-end music systems in my home and office. One day I called the dealer to order extra CD cartridges, wanting to pre-load them with different music.

Measurement 139

Measurement Customer Service Self Service Travel 139

Experience Matters

JULY 19, 2016

We just published a Temkin Group report, Five C’s of Mobile VoC Disruption: Best Practices for Embracing the Power of Mobile in Your Voice of the Customer Program. As mobile continues to grow in importance, companies will need to renovate their voice of the customer (VoC) programs. Why? Because mobile is more than just another communications […].

Report 131

Report Groups Communication Company 131

Kayako

JULY 19, 2016

One of the biggest misconceptions is that customers value brief moments of extraordinary delight over quick and easy help. But there is a harsh reality facing customer-centric businesses: any interaction with your support team is 4x more likely to drive customer disloyalty versus actually improving their experience.*. In fact, 67% of customers today prefer, and expect, self-service tools over talking to your team.* They expect quick answers and zero obligation to talk with a human unless absolut

Competitive Advantage 123

Competitive Advantage Customer Service Self Service Loyalty 123

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.

Data

Customer Bliss

JULY 19, 2016

Thinking about customers as assets is my first customer experience competency. The idea of ‘customers as assets’ moves you towards a simple, non-refutable measure of if you did, or did not, earn the right to customer-driven growth. It’s an unfortunate reality that many companies, despite the rise of CCO and CX work, still are not entirely clear how to value customers.

Leadership 119

Leadership Customers Customer Centricity Customer Focused 119

ShepHyken

JULY 19, 2016

Jeannie Walters Shares How to Improve the Customer Experience. Shep Hyken speaks with the CEO of 360Connext, keynote speaker, and Certified Customer Experience Professional (CCXP) Jeannie Walters, on improving customer experience. They discuss customer experience mission statements, customer expectations, and how to improve everyday interactions. Jeannie shares her expertise, as a leading authority on microinteractions , and how by improving these seemingly minor details you can greatly impact t

Customer Experience Professionals 66

Customer Experience Professionals Customer Expectations Customer Experience Interaction 66

Beyond Philosophy

JULY 19, 2016

In a recent New York Times article , writer Frank Bruni laments the erosion of higher education as a result of the growing adoption of a consumer model positioning students as customers and colleges as mere providers of goods and services. This trend toward the development and marketing of upscale amenities such as resort-style pools and water parks, state-of-the-art fitness centers, and restaurant-style dining halls at the expense of investment in areas critical to academics is said to be trans

Entertainment 65

Entertainment Hospitality Healthcare Government 65

iPerceptions

JULY 19, 2016

A historic challenge faces today's marketing professionals. They are tasked with creating unique, valuable, relevant experiences in an environment where the number of messages and channels has reached unprecedented heights.

Data 60

Data Marketing 60

Magellan Solutions

JULY 19, 2016

Technical support has been around ever since the use of computers has become widespread. Although there are now plenty of tech-savvy users, there are still more who need assistance with getting the wifi router to work and the like. Then, there are complex tech issues, such as hacked servers and malware. Offshore call centers offer different kinds of services, one of these is technical support.

Call Center 60

Call Center Self Service Software Trends 60

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Think Customers

JULY 19, 2016

Booking.com, a brand within Priceline Group, is planning to begin using artificial intelligence (AI) to create personalized travel options for customers. According to Seeking Alpha, Booking.com will begin using AI within its mobile apps to provide travelers with instant recommendations for local events and attractions once they've reached a destination.

Customer Experience 53

Customer Experience Travel Groups Tools 53

Forrester

JULY 19, 2016

This post is part of a series dedicated to the challenges, opportunities, and realities of federal customer experience. Interested in learning more? Register for our complimentary government CX webinar next week, and be sure to join me as I host Forrester's first-ever CXDC Forum on Sept. 12 th in Washington, DC. It's been 23 years since the White House first told federal agencies to improve the experiences they provide to customers.

Government 52

Government Customer Experience Customers 52

Maz Iqbal

JULY 19, 2016

The older I get the more I notice that the autonomy and the intelligence of folks in large organisations is put at the service of some ideology and/or method that has taken root in the heart-mind of someone higher up in the organisation. Typically, this happens when that particular ideology (e.g. “customer-centricity”) and/or method (e.g. … Continue reading "Against Slavery to Ideology & Method".

Customer Centricity 48

Customer Centricity Customers Leadership Management 48

Peter Lavers

JULY 19, 2016

Nedbank Retail, one of South Africa’s leading banks, has appointed WCL Customer Management Ltd to co-create its Treating Customers Fairly (TCF) deployment model in advance of TCF legislation due to be promulgated in 2017. In doing so they are showing their leadership as a customer centric bank, because ultimately TCF is all about Customer Experience rather than Compliance.

Engagement 40

Engagement Management Banking Customer Centricity 40

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Communication

Maz Iqbal

JULY 19, 2016

The older I get the more I notice that the autonomy and the intelligence of folks in large organisations is put at the service of some ideology and/or method that has taken root in the heart-mind of someone higher up in the organisation. Typically, this happens when that particular ideology (e.g. “customer-centricity”) and/or method (e.g. … Continue reading "Against Slavery to Ideology & Method".

Customer Centricity 48

Customer Centricity Customers Leadership Management 48

Waypoint Group

JULY 19, 2016

You want to show management that you are a valued employee and produce results that contribute to your company’s growth. You’ve got an idea. How about offering a bounty to customer-facing employees for achieving excellent service. You can run a survey process and bonus those employees that get high scores. After all, “What gets measured gets done” as they say, so let’s bonus employees […].

Sales 40

Sales Feedback Groups Measurement 40

Brad Cleveland Blog

JULY 19, 2016

Gina Szabo once relayed this story to me and gave permission for it to be published in Call Center Management on Fast Forward. Although certainly not a recommendation, it is a good reminder that communication is a key first step … Continue reading → The post Educate and Engage: Strong Relationships Matter appeared first on Brad Cleveland.

Engagement 26

Engagement Call Center Communication Management 26

ijgolding

JULY 19, 2016

Over the last few years, I have contacted a number of CEOs of organisations I have personally interacted with. Although I do not intentionally seek out experiences that fail to meet my expectations, on the occasion where I have an experience that really ‘irks’ me in some way, I feel that it is necessary to let the person ultimately accountable for Customer Experience understand my pain (metaphorically speaking of course!).

Customer Focused 166

Customer Focused Examples Customer Centricity Airlines 166

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Tips

Brad Cleveland Blog

JULY 19, 2016

Gina Szabo once relayed this story to me and gave permission for it to be published in Call Center Management on Fast Forward. Although certainly not a recommendation, it is a good reminder that communication is a key first step to contact center success.

Engagement 22

Engagement Contact Center Call Center Communication 22

Michelli Experience

JULY 19, 2016

Interaction 109

Interaction Infographics Technology How To 109

Brad Cleveland Blog

JULY 19, 2016

Gina Szabo once relayed this story to me and gave permission for it to be published in Call Center Management on Fast Forward. Although certainly not a recommendation, it is a good reminder that communication is a key first step to contact center success.

Engagement 20

Engagement Contact Center Call Center Communication 20