Beyond Philosophy

OCTOBER 9, 2017

Theory is one thing. Implementation is another. Ideas are useless if you can’t apply them. The idea I often share is that customer emotions influence over half of your Customer Experience. However, just knowing customers are emotional doesn’t help your business….unless you know how to use this information to improve your business outcome. How your customers feel about your experience is the most significant factor to your Customer Experience success.

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How To Exercises Examples Analysis 145

Truthlab

OCTOBER 9, 2017

Reading Time: 3 minutes As I have discussed in earlier blog posts, my primary reason for starting Truthlab centered on the absence of any systematic, tech-driven way to measure, manage and optimize what I have come to believe is the biggest (and so far mostly missed) opportunity for B2B companies: the customer experience. Customer experience (CX) is probably the […].

Net Promoter Score 67

Net Promoter Score Customer Centricity B2B Strategy 67

Confirmit

OCTOBER 9, 2017

4 Key Take-Aways from My Webinar with Bruce Temkin. I recently had the pleasure of conducting a webinar alongside Bruce Temkin, CCXP Managing Partner & Customer Experience Transformist. In the webinar, we discussed the ways people and technology can and should work together to make the customer experience better. Since the webinar, I had a chance to reflect on what we heard.

Technology 56

Technology Customer Centricity Customer Experience Customer Focused 56

natero

OCTOBER 9, 2017

Natero is known for its extensive reporting capabilities that let Customer Success teams explore data with ease. Lately, we’ve been hard at work to deliver equally compelling custom dashboards for bite-sized reporting.

Customer Success 48

Customer Success Report Customers Data 48

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

Maru/HUB

OCTOBER 9, 2017

We know that a bad customer experience costs us – in time and money as you try to resolve customer issues. Bad CX is simply bad for business. We also know that great CX must have a positive effect on business revenue. A good customer experience makes it less expensive to serve customers, increases loyalty and customer spend, results in lower customer churn, free positive word-of-mouth, and a higher level of forgiveness if you make a mistake.

Customer Experience 40

Customer Experience Loyalty Customers How To 40

Maru/HUB

OCTOBER 9, 2017

We know that a bad customer experience costs us – in time and money as you try to resolve customer issues. Bad CX is simply bad for business. We also know that great CX must have a positive effect on business revenue. A good customer experience makes it less expensive to serve customers, increases loyalty and customer spend, results in lower customer churn, free positive word-of-mouth, and a higher level of forgiveness if you make a mistake.

Customer Experience 40

Customer Experience Loyalty Customers How To 40

Confirmit

OCTOBER 9, 2017

Most of us don’t think that hard about the relationships we have with our insurance provider. It’s one of those necessarily evils that we deal with, but don’t dwell on – at least until we come to make a claim. But while we might not think about our insurers that much, it’s clear that many of the best insurance businesses in the US are thinking deeply about their clients.

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Insurance Contact Center Groups Communication 40

Customer Alignment

OCTOBER 9, 2017

At the CXPA CX Day event in London earlier this week, we heard a compelling case study, delivered by the worthy 2016 CX Award Winner, Old Mutual Wealth. It both touched and impressed me and others attending. The story was eloquently and warmly told by Christina, who heads up Old Mutual Wealth’s (OMW) Customer Experience for them. Old Mutual Wealth is a pension and investment business in the UK.

Customer Centricity 40

Customer Centricity Company Case Study Roadmap 40

Confirmit

OCTOBER 9, 2017

Most of us don’t think that hard about the relationships we have with our insurance provider. It’s one of those necessarily evils that we deal with, but don’t dwell on – at least until we come to make a claim. But while we might not think about our insurers that much, it’s clear that many of the best insurance businesses in the US are thinking deeply about their clients.

Insurance 40

Insurance Contact Center Groups Communication 40

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Communication

Talkdesk

OCTOBER 9, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Here’s more information on one of the videos available in this library. Creating Customers For Life. Session Host / Moderator: Ryan Lawler, Writer, TechCrunch.

Chief Customer Officer 40

Chief Customer Officer Video Metrics Customer Centricity 40

ShepHyken

OCTOBER 9, 2017

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Netflix Sent the Best Cease-and-Desist Letter to This Unauthorized Stranger Things Bar by Tim Nudd. (Adweek) Netflix seemingly can do no wrong when it comes to its marketing.

Customer Service 41

Customer Service eBook CRM Customer Service Training 41

Brad Cleveland Blog

OCTOBER 9, 2017

Establishing the right measures and objectives is one of the most important responsibilities in leading and managing a contact center successfully. But there’s a significant inherent challenge, which has only become more difficult with the introduction of new channels and … Continue reading → The post The Measures Every Contact Center Should Have appeared first on Brad Cleveland.

Contact Center 26

Contact Center Measurement Management Call Center 26

NICE inContact

OCTOBER 9, 2017

We’re relentlessly driving a new age of customer experience because we believe one-on-one customer interactions have a real and lasting impact on people’s lives. Everything we are doing as a company across our CXone product offering, our expert services, and our partner ecosystem that includes DEVone , is anchored in that belief. Today, we have a new name and a new brand.

Leadership 0

Leadership Brands Contact Center Customer Experience 0

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Tips

Brad Cleveland Blog

OCTOBER 9, 2017

Establishing the right measures and objectives is one of the most important responsibilities in leading and managing a contact center successfully. But there’s a significant inherent challenge, which has only become more difficult with the introduction of new channels and social contacts – we produce mounds of data!

Contact Center 20

Contact Center Measurement Management Data 20

NICE inContact

OCTOBER 9, 2017

We’re relentlessly driving a new age of customer experience because we believe one-on-one customer interactions have a real and lasting impact on people’s lives. Everything we are doing as a company across our CXone product offering, our expert services, and our partner ecosystem that includes DEVone , is anchored in that belief. Today, we have a new name and a new brand.

Leadership 121

Leadership Brands Contact Center Customer Experience 121

Brad Cleveland Blog

OCTOBER 9, 2017

Establishing the right measures and objectives is one of the most important responsibilities in leading and managing a contact center successfully. But there’s a significant inherent challenge, which has only become more difficult with the introduction of new channels and social contacts – we produce mounds of data!

Contact Center 20

Contact Center Measurement Management Data 20

Verint

OCTOBER 9, 2017

As the world leader in serving science—with a mission to enable its customers to make the world healthier, cleaner and safer—Thermo Fisher Scientific was challenged by too many survey platforms, which, in turn, made valuable survey data more difficult to manage. The company needed a single survey platform to reduce administration time, improve data collection, and minimize customer frustration.

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Survey Analysis Feedback Customers 32

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