Experience Investigators by 360Connext

OCTOBER 4, 2017

The first week of October is both Customer Service Week and the week of CX Day! This week of celebrating success through CX and better customer service is an important reminder that we all serve a role in this. But customer service has a special place in the way a customer feels about your brand! J Cubed!! RT @360Connext : Jason Dabrowski @jeanniecw and @Dragonburger75 loooove customers!

Customer Service 181

Customer Service Social Media Innovation NPS 181

Kayako

OCTOBER 4, 2017

The other day I was frustrated after not receiving an order for the second time from an online retailer that I order through all the time. The support site for the company offered me three options: I could receive a phone call. I could send an email. I could open a live chat. For a quick response, I knew that I needed to go for phone or chat. But did I want to talk to someone on the phone?

Customer Satisfaction 136

Customer Satisfaction How To Tools Customers 136

Experience Matters

OCTOBER 4, 2017

Yesterday we celebrated the fifth annual Customer Experience Day. It was a wonderful global event that focused on CX, customers, and the CX profession. Across the world, CX professionals led activities that included online sessions, free giveaways, and exciting in-person events. DellEMC even had Big Papi, David Ortiz live tweeting from its event! Every year at this time, I’m reminded just how great it is to be in the CX profession.

Customer Experience 133

Customer Experience Customers How To 133

Michelli Experience

OCTOBER 4, 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} The Risk of Excellence: Avoiding Customer Experience Mediocrity appeared first on Joseph Michelli.

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Infographics Customer Experience Consulting Customers 113

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Customers

ShepHyken

OCTOBER 4, 2017

This week is National Customer Service Week. To help celebrate, I’m offering a free Amazon eBook of Be Amazing or Go Home ( Available from Amazon ). The article below is an example of one of the habits taught in the book. Happy Customer Service Week! One day my assistant came in late. Not a big deal. That was until she came in late two more times that week.

Customer Service 120

Customer Service Customer Service Training eBook Customers 120

CustomerGauge

OCTOBER 4, 2017

Our customers are the best (we’re not biased, we swear), and we love seeing all the ways they treat their customers right. In honor of CX week, we’re highlighting three companies that go above and beyond keeping their customers happy. 1. H&R Block Canada H&R Block Canada lives up to the “friendly Canadian” stereotype in […]. The post 3 Customer Experience Superstars appeared first on CustomerGauge.

Customer Experience 86

Customer Experience Customers Company 86

SuiteCX

OCTOBER 4, 2017

Everyone is talking about customer experience and most companies have NPS (net promoter scores) and CSAT (Customer Satisfaction ) scores , but don’t confuse this with making CX a business priority for your company. There is as a significant difference between the theory of CX and the best practices. According to E Consultancy, at least 50% of businesses are just starting to put together any kind of experience-based strategy.

Customer Journeys 100

Customer Journeys Customer Experience How To Net Promoter Score 100

transcosmos Information Systems

OCTOBER 4, 2017

In the IT industry, engineers and specialists are constantly bracing themselves against a security breach on their system. Any situation of this sort may result in data loss and operations shutting down. These are very serious problems that no enterprise can afford because they can cause irreparable damage to a company’s financial resources, business competitiveness, and trust approval.

Wireless 91

Wireless Policies System Software 91

Eptica

OCTOBER 4, 2017

Date: Wednesday, October 4, 2017 National Customer Service Week: The opportunity of Artificial Intelligence. Published on: October 04, 2017. Author: Neil Titcomb We’re now part way through National Customer Service Week (NCSW), which provides the industry in the US and UK with the chance to take stock, celebrate success and share best practice.

Self Service 68

Self Service Customer Service Contact Center Social Media 68

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Communication

eGain Blogs

OCTOBER 4, 2017

Happy because we are celebrating the importance of CX but sad about the state of CX. The Forrester CX Index for the US just came out, and the news is not good—customer experience seems to be regressing in the homeland. Here are a couple of key findings from Forrester about 2017 versus 2016: Losses were broader and deeper than gains. Twice as many brands sank as rose.

Omni-Channel 66

Omni-Channel Consulting Report Brands 66

Helen Dewdney

OCTOBER 4, 2017

Press release. Argos is in the spotlight again, this time for apparent race discrimination in the toy department… After recently finding itself embroiled in the furore of eagle-eyed shoppers noticing that its “3 for 2” offers were not as they seemed [1] the Argos pricing debacle continues. The latest error shows the company discriminating between two similar dolls, both named Luvabella.

Social Media 63

Social Media Retail Consumers Groups 63

eGain Blogs

OCTOBER 4, 2017

Happy because we are celebrating the importance of CX but sad about the state of CX. The Forrester CX Index for the US just came out, and the news is not good—customer experience seems to be regressing in the homeland. Here are a couple of key findings from Forrester about 2017 versus 2016: Losses were broader and deeper than gains. Twice as many brands sank as rose.

Omni-Channel 61

Omni-Channel Consulting Report Brands 61

Eptica

OCTOBER 4, 2017

Date: Friday, October 6, 2017 3 reasons why multichannel customer service is important to NHS BSA. Published on: October 06, 2017. Author: Pauline Ashenden NHS Business Services Authority provides a range of critical central services to NHS organisations, NHS contractors, patients and the public. Delivering the highest levels of service efficiently is at the heart of its strategy.

Self Service 48

Self Service Customer Service Case Study Knowledge Base 48

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Verint

OCTOBER 4, 2017

Verint is pleased to be a finalist in the 2017 Digital Innovation Awards by Ventana Research in the Customer Excellence category for Verint Digital Feedback Management. Digital Feedback Management is part of the company’s Voice of the Customer (VoC) suite and became part of the market-leading solution with Verint’s acquisition of OpinionLab. With these collective capabilities, organizations can listen, analyze and act on the VoC across digital, voice, text and social interactions.

Innovation 30

Innovation Feedback Technology Customer Engagement 30

Maru/HUB

OCTOBER 4, 2017

How much does customer loyalty actually cost? We have produced a downloadable infographic providing our four top facts that prove if you look after the customers , the pounds will look after themselves. Find out today how loyalty can impact your business. The post The cost of costumer loyalty appeared first on Maru/Syngro.

Loyalty 40

Loyalty Infographics Customers 40