InMoment XI

OCTOBER 26, 2017

As an organization, Nissan has pride in their brand and in being innovative when it comes to focusing on and driving their customers’ experience. They strive to deliver a superior experience tailored to customer demographics. “The brand demographic is younger and ethnically diverse at Nissan,” said Dan Morrow, Senior Manager, Market Intelligence at Nissan.

Analysis 200

Analysis Sales Innovation Brands 200

Experience Investigators by 360Connext

OCTOBER 26, 2017

For those of us who’ve studied CX for decades, seeing it featured as a “new topic” is a little jarring. It seems every business article now mentions the customer’s journey as if that’s a new revelation. “The journey is just as important as the product!” Wow! (Who knew!?) Now leaders worldwide are resolving to improve CX. Yay! But here’s the thing: Few actually understand what the best CX leaders do with this knowledge.

Net Promoter Score 231

Net Promoter Score Case Study NPS Customer Centricity 231

Alida

OCTOBER 26, 2017

“Young people need to be asked what matters, not told what matters.”. – Jeff Martin, CEO and founder of Tribal Brands. The “Me, Me, Me” generation. The digital natives. The Echo Boomers. No matter what you call them, the millennials (or Gen Y), those born between 1980 and 1995, are the biggest age grouping in American history. Now in their prime spending years, this generation is set to reshape economy as we know it, and the $3 trillion health care industry will be no exception.

Industry 188

Industry Insurance Study Hospitality 188

Amity

OCTOBER 26, 2017

Ask anyone in sales or customer support regarding important customer success metrics, and almost always, churn is mentioned. Churn is short for ‘churn rate’ and refers to the percentage rate of customer loss or customer defection. And while this is an indicative customer metrics that we should all monitor, it is incomplete. So, when it comes to important customer success metrics, where should you look?

Metrics 132

Metrics Net Promoter Score Customer Success NPS 132

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

CSM Magazine

OCTOBER 26, 2017

Despite big data, artificial intelligence and CRM customers still appreciate good old fashioned customer service. What does good customer service mean to you? Is it a restaurant owner who ushers you to your favorite table with a warm welcome? When a company accepts a return and gives you a full refund with no questions asked? Or when someone takes the time to say a genuine thank you?

Customer Service 80

Customer Service Meeting Fashion Social Media 80

CSM Magazine

OCTOBER 26, 2017

Even though you may not be able to provide 100% customer service all the time, there is one thing you can always deliver to your customers – empathy. 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 catalog ridiculously good empathy statements so that I can share them when I’m helping my clients with compassion.

Customers 71

Customers Customer Service Interaction Customer Experience 71

Talkdesk

OCTOBER 26, 2017

At the core of Talkdesk is a dedication to our customers’ customers, to the people under stress who pick up the phone in hopes of finding a person who can resolve their issue. What we build is for our customers to use, but the people we want to help the most are the callers who benefit from that technology. How we measure success with those end callers is through minimizing their customer effort , but since we don’t interact directly with them, our goal is to make contact center software that is

Contact Center Software 40

Contact Center Software Contact Center Software Customers 40

CSM Magazine

OCTOBER 26, 2017

Sometimes it’s what a customer doesn’t do or doesn’t say that gives you the opportunity to create an amazing customer service experience. I was out to lunch with a colleague at one of our local St. Louis restaurants. Rico was our waiter and was taking great care of us. First came the bread and butter. He then took our drink order. He came back with our drinks and asked if we were ready to order lunch.

Customer Service 66

Customer Service Tips Customers Customer Experience 66

Bold360

OCTOBER 26, 2017

The robots are coming! At least, that what people seem to think. In fact, a recent Pew study found that nearly three-quarters of Americans (72%) are worried about a future where artificial intelligence technology will completely take on human tasks — stealing their jobs and livelihood. While this apocalyptic view has garnered a lot of media coverage and social conversations, people aren’t acknowledging the major advancements and progress this technology has sparked in our hyper-digital wor

Technology 40

Technology Customer Service Self Service Chatbots 40

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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

CSM Magazine

OCTOBER 26, 2017

Working with a dysfunctional team is one of the most difficult situations a manager can face. Faith Monson provides some useful tips to defuse a toxic workplace. Difficult employees come in all shapes, sizes, and degrees of difficulty. They range from mildly annoying to vindictive, with some employees chronically showing up for work ten minutes late, and others actively working to have you fired.

Tips 40

Tips Management Retail Consulting 40

Waypoint Group

OCTOBER 26, 2017

Research has shown that 70% of B2B companies collect NPS®-like data but only 30% actually use customer feedback. By participating in our no-risk trial you can gain immediate insights, help your company grow, and stop being part of the 70% that actually erode customer relationships by asking for feedback but do nothing with it. You have customer feedback data, […].

NPS 40

NPS B2B Feedback Customer relationships 40

Customer Alignment

OCTOBER 26, 2017

I read a quote somewhere from Skip Prichard (CEO & Leadership speaker): “Clarity is the beginning of a good experience.” We see time and time again where a lack of clarity or expectation management, has led to pain points in the customer journey. One case in point where I have seen this recently is with Uber. Uber is publicly having a torrid time in the UK right now but it has deliberately set out to engage customers through this time of uncertainty.

Travel 40

Travel Advertising Customers Leadership 40

Brad Cleveland Blog

OCTOBER 26, 2017

How many quality standards should you have? If some are good, are more better? How do you ensure that your quality standards really count? Are there alternatives to quality standards in guiding behavior? These questions and more are explored in … Continue reading → The post Ensuring Quality Standards Count appeared first on Brad Cleveland.

Contact Center 26

Contact Center Call Center Leadership Management 26

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

CXApp

OCTOBER 26, 2017

We constantly talk about leading with a mobile-first mindset. You are probably immersed in the concept as well, working with teams to deploy digital customer experience programs for the modern-day consumer.

Consumers 40

Consumers Customer Experience Infographics Customers 40

Brad Cleveland Blog

OCTOBER 26, 2017

How many quality standards should you have? If some are good, are more better? How do you ensure that your quality standards really count? Are there alternatives to quality standards in guiding behavior? These questions and more are explored in the video Ensuring Quality Standards Count from my Lynda.com course Quality Standards in Customer Service.

Video 20

Video Course Customer Service Contact Center 20

CXApp

OCTOBER 26, 2017

We constantly talk about leading with a mobile-first mindset. You are probably immersed in the concept as well, working with teams to deploy digital customer experience programs for the modern-day consumer. Of the top mobile-first activities, we've drawn parallels to what is most frequently being performed or accessed and why it matters in the business world.

Consumers 40

Consumers Customer Experience Infographics Customers 40

Brad Cleveland Blog

OCTOBER 26, 2017

How many quality standards should you have? If some are good, are more better? How do you ensure that your quality standards really count? Are there alternatives to quality standards in guiding behavior? These questions and more are explored in the video Ensuring Quality Standards Count from my Lynda.com course Quality Standards in Customer Service.

Video 20

Video Course Customer Service Contact Center 20

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Tips

CSM Magazine

OCTOBER 26, 2017

Susan Friesen explains why being generous in your business will result in more loyal customers. Have you ever noticed feeling compelled to do something for those who have helped you- even if they haven’t asked you to? That’s the Law of Reciprocity at work. This law says whatever you give, whether it’s money, time or effort… that it comes back to you with a tenfold return.

Hotels 45

Hotels Customers Marketing Resources 45

Verint

OCTOBER 26, 2017

This week Verint highlighted significant advances in automation innovation across its award-winning Customer Engagement™ portfolio, along with plans to launch new automation capabilities later this year. Leading enterprises recognize that the effective adoption and implementation of automation solutions within their customer engagement operations can be game-changing for the enterprise, yielding higher revenue, lower operating costs and greater customer satisfaction.

Self Service 3

Self Service Analytics Customer Satisfaction Innovation 3

COPC

OCTOBER 26, 2017

Part Three: How well are we executing on what we currently provide? It’s not uncommon for companies to find themselves wondering if they are offering the right channels, why they are offering those channels, and what their long-term channel strategy should be. Even though it is easy to get excited about offering the latest and greatest channel solutions to customers, it is advisable to take a step back and view things from the customer’s perspective when developing a channel strategy.

Customer Journeys 40

Customer Journeys Customer Centricity Strategy Infographics 40