Kerry Bodine

NOVEMBER 29, 2017

I got a great question this morning from some colleagues who attended of one of our recent journey mapping workshops together: “Our marketing team would like to map the prospect journey from awareness up to purchase, but there are so many entry points and no linear process. Prospects could see an ad, then read one of our whitepapers, then come to our website, and then attend a think tank—or learn about us in any other number of ways.

Customer Journeys 225

Customer Journeys Touchpoint How To Customers 225

Kayako

NOVEMBER 29, 2017

We all know that emotionally, people don’t respond well to “no.” As customers we hate it, so why would you straight up say “no” to a customer request? A by-product of saying “no” is that it often results in lengthy conversations, anger, and escalations. These conversations drag on for longer than they have to and get more people involved than needed.

Customers 203

Customers Communication Customer Service Policies 203

Kristina Evey

NOVEMBER 29, 2017

Consistency is key in many things… but I’m hard pressed to find an area as impactful as the Customer Experience. Consider the successful consistency in the branding experience of McDonald’s. Anywhere in the world that you want into a McDonald’s, you’ll quickly notice the same theme, colors, food, overall service, etc. I believe it is also fairly safe to assume that when they open a new McDonald’s franchise, they hit the ground running with knowing how many st

Brands 149

Brands Customer Experience Entertainment Hotels 149

ijgolding

NOVEMBER 29, 2017

In last month’s column, I asked the question, ‘Are you a Leader or a Follower?’ The question was a precursor to defining why Customer Experience needs good, strong leadership. You will need to read the article to determine if you agree! This month, I want to ask three connected but altogether different questions: What do you do if the organisation you work for or with does NOT have strong customer focused leadership?

Customer Centricity 148

Customer Centricity Leadership Customer Focused Customer Experience Professionals 148

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NICE inContact

NOVEMBER 29, 2017

As children, my friends and I thought it was fun to ring our neighbor’s doorbell and then hide. We would hide and wait for them come to the door expecting someone to be there. We would snicker from our hiding place watching how frustrated they would get when no one was there. And — for whatever reason — it seemed to get funnier each time, when repeated with the same neighbor over and over again.

Call Center 120

Call Center Connections Course Customer Experience 120

NICE inContact

NOVEMBER 29, 2017

As children, my friends and I thought it was fun to ring our neighbor’s doorbell and then hide. We would hide and wait for them come to the door expecting someone to be there. We would snicker from our hiding place watching how frustrated they would get when no one was there. And — for whatever reason — it seemed to get funnier each time, when repeated with the same neighbor over and over again.

Call Center 120

Call Center Connections Course Customer Experience 120

ShepHyken

NOVEMBER 29, 2017

“It’s Showtime!” Those are typically the words you hear right before hitting the stage or when the cameras start to roll in the studio. However, for John Lewis , a high-end retail department store in the UK, the retail floor is the stage and the employees are the actors. John Lewis is providing 322 employees , whom they refer to as “partners,” acting lessons at The Oxford Playhouse to help “teach them the art of outstanding service.

Retail 96

Retail Customer Service Training Training Customer Service 96

CSM Magazine

NOVEMBER 29, 2017

Kristina Evey reveals the one thing we must keep in mind when designing the customer experience. We make decisions every day, every hour, about how to run our business – how to make it better, how to make it more efficient, how to motivate our staff, how to increase revenue, how to cut costs, etc. The daily decisions are endless. But – there is one thing that is seldom considered in these decisions.

Customer Experience 61

Customer Experience Policies Customer Satisfaction Customers 61

PeopleMetrics

NOVEMBER 29, 2017

Let me begin by saying that I am one of the biggest pomegranate promoters there is, but this article is not about the innumerous health benefits and my love for the superfood. This is about customer experience. Me with a huge bowl of pomegranate seeds. Om nom nom. I recently stopped by Target to buy a couple of frisbee golf discs and naturally found myself distracted by the bounty of pomegranates in the produce section.

Fashion 54

Fashion Course Customer Journeys Interaction 54

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Communication

CSM Magazine

NOVEMBER 29, 2017

According to a research conducted by McKinsey and Company, 25% of customers will leave after just one bad experience. Most businesses are not designed on big enough margins to sustain this kind of a hit – yet they risk it every day because they believe in their product or service more than their customers’ experience. From my own research and in countless discussions with CEOs and business owners, most leaders focus more effort on strengthening their products or services, not investi

B2C 58

B2C B2B Industry Customers 58

Eptica

NOVEMBER 29, 2017

Date: Wednesday, November 29, 2017 The changing face of European Customer Experience. Published on: November 29, 2017. Author: Olivier Njamfa How good are European companies at delivering the customer experience that consumers demand? The latest Forrester research paints a mixed picture, with companies in the UK, France and Germany all lagging behind the United States.

Customer Experience 49

Customer Experience Social Media Study Consumers 49

CSM Magazine

NOVEMBER 29, 2017

If you want to boost your customer survey response rate there are two important factors to consider. Shep Hyken explains. There is a place I get my car worked on. They do a great job. The repair center’s employees are friendly and knowledgeable. The car always comes back cleaner than when it goes in for service. This is the way business should be done.

Survey 58

Survey How To NPS Customers 58

Confirmit

NOVEMBER 29, 2017

Do you know what customers want most when they contact you to complain? According to the 2017 Customer Rage study, a typical customer wants this from your support center: Treat me with dignity. Give me assurance that the problem won’t happen again. Repair or fix the issue at hand. And support me using everyday conversational language - enough with the scripted responses.

Contact Center 45

Contact Center Call Center Study Meeting 45

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Tips

ClientSuccess

NOVEMBER 29, 2017

Webinar Details. ClientSuccess hosted Greg Daines, CEO of Client Velocity, for this month’s customer success webinar series. This webinar will become one of your top 10 resources for running effective customer success efforts. The webinar was originally held on Wednesday, December 13th, 2017 at 11:00 am Mountain Time on the topic: 3 Surprising Ideas, 3 Deadly Fallacies, 3 Essential Insights for customer success results.

Customer Success 41

Customer Success eBook B2B Culture 41

Talkdesk

NOVEMBER 29, 2017

As 2017 comes to a close, call centers are busier than ever fielding calls from customers and planning for the new year. To help contact centers make the most of their valuable time and help you avoid digging through all the resources available online, we pulled together a list of five must-see videos to address the hottest contact center topics in 2018 like transforming your contact center and preparing for the insurgence of artificial intelligence.

Contact Center 40

Contact Center Video Call Center Hotels 40

ClientSuccess

NOVEMBER 29, 2017

Jobs to Be Done Theory. SaaS companies, at their core, are created to deliver products to consumers to meet specific needs or address specific pain points. When a customer buys a SaaS product offering, they are essentially saying, “We believe this product can help us meet this need or address this paint point.” Clay Christensen, author of Competing Against Luck , presents this a little differently, calling it the “Jobs to be Done Theory.”.

B2C 40

B2C eBook Innovation Customers 40

CSM Magazine

NOVEMBER 29, 2017

The largest global customer contact series is coming to Glasgow! Building on the heritage of organising the largest and most popular global CCW event in the past 18 years, Europe’s flagship Customer Contact Week returns to the UK next March. Capitalising on a strong foothold in Europe’s customer contact community 2018 will be bigger, more innovative and interactive than ever before.

Innovation 40

Innovation Leadership Culture Customers 40

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.

Retail

Verint

NOVEMBER 29, 2017

As many have learned when trying to uncover CX pain points, there is no “one size fits all” approach to prioritizing and acting on feedback. Often, the issues resulting in the most feedback are indeed the most significant and, once resolved, will have the biggest overall business impact. However, this is not always the case—so prioritizing effectively is important.

Feedback 30

Feedback Data User Experience Customer Focused 30

Michelli Experience

NOVEMBER 29, 2017

__. Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli. The post {Infographic} Please Ask My Opinion But Not Too Much! appeared first on Joseph Michelli.

Infographics 11

Infographics Consulting Customer Experience Company 11

Alida

NOVEMBER 29, 2017

Most executives today claim that customer experience (CX) is a top goal for their business , but Forrester’s research shows that companies aren’t making meaningful improvements in this area. At the 2017 Customer Intelligence Summit , Rick Parrish, a Forrester principal analyst servicing customer experience professionals, shared results of a recent study that shows an alarming lack of leadership in CX across all industries.

Study 127

Study Leadership Customer Experience Professionals Metrics 127

Kerry Bodine

NOVEMBER 29, 2017

How To Scale Service Design: Ubiquity. Last week I published the first in a series of four posts on how to scale service design, based on my closing remarks at this year’s Service Design Global Conference in Madrid. The focus of that first post was technology. In today’s post, the second in the series, I’ll talk about ubiquity. “Ubiquity” can mean a lot of things—and at the conference, we heard about service design being leveraged in many different industries and in many different parts of the

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How To Conference Customer Journeys Financial 120

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Currency Alliance

NOVEMBER 29, 2017

As consumers grow more empowered, with more control and choice than they’ve ever had before, their loyalty to a brand and preference for concentrating their purchasing power becomes even more crucial to merchants. Below, we look at the top 5 ways to make loyalty programs more effective – ensuring your customers can’t afford to miss out on membership.

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Loyalty Programs Loyalty Retail Consumers 40