Wed.Jun 12, 2019

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5 Ways a Nearshore Call Center Enhances Customer Experience

Advantage Communications

If your business has decided to engage with an outsourced call center to implement a new customer support strategy, your first step will be deciding whether to use an offshore, onshore or nearshore call center.

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How to Identify Your Most Important Customer Touchpoints

GetFeedback

When tasked with overhauling the customer experience (CX), business leaders often seek to identify the most critical customer touchpoints. The important touchpoints are a make or break–they determine whether customers choose to stay, whether customers upgrade or cancel and whether customers recommend you to their friends and family. Some moments are more important than others–but how do we know which points to focus on?

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Customers Still Want the In-Person Customer Experience How to Capitalize on it

Ann Michaels and Associates

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Customer Experience vs. User Experience vs. User Interface

GetFeedback

I’ve lost count of the number of meetings that I’ve had with copywriters, marketers, and designers where the terms customer experience (CX) , user experience (UX) and user interface (UI) have been used in an interchangeable manner. In those meetings, I’ve always gotten the gist of what they were trying to explain, so I’ve overlooked the terminology.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Let’s Chat about Chat

NICE inContact

More businesses are offering chat to their customers as a support option. Here’s why that’s great news for both these businesses and their customers. Chat offers several benefits to customers. Typically, chat users find this method to be convenient — for example, they can get immediate help while making an online shopping decision. And 74% of chat interactions result in a first-contact resolution.

More Trending

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Nurture Customer Rescue Artists

Customer Bliss

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?

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Customer Experience vs. User Experience vs. User Interface

GetFeedback

Customer experience (CX) vs. user experience (UX) vs. user interface (UI): differences, similiaries, and how they go hand in hand.

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The Secret Sauce to Achieve Outcomes with Journey Mapping

CX Journey

In today's post, I reveal the secret sauce for journey mapping success. Are you ready? There's a lot of bad press out there about journey mapping. And there's a lot of bad journey mapping (or what people think is journey mapping ). A few months ago, I shared my six-step journey mapping process. Remember, journey mapping isn't just a tool, it's also a process.

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11 Tips to Ensure You Achieve ROI from Your VoC Program

Eptica

Date: Wednesday, June 12, 2019 Author: Guest author: Annette Franz 11 Tips to Ensure You Achieve ROI from Your VoC Program. Published on: June 12, 2019. Author: Guest author: Annette Franz Problem Statement: Brands have been running Voice of the Customer programs for years, but customer experience has generally not improved. How can brands make sure that their VoC programs deliver ROI?

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

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Can You Take a Punch?

ShepHyken

In the world of boxing, the fighter must have the ability to take a punch. They have to endure or ignore the pain. They get used it. It hardly bothers them. It’s part of the job. But what does this have to do with customer service? I recently had the honor of working with Francisco Partners , a private equity firm. They invited me to address the leadership team of the companies they’ve invested in about customer service and experience.

Training 118
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The Secret Sauce to Achieve Outcomes with Journey Mapping

CX Journey

In today's post, I reveal the secret sauce for journey mapping success. Are you ready? There's a lot of bad press out there about journey mapping. And there's a lot of bad journey mapping (or what people think is journey mapping ). A few months ago, I shared my six-step journey mapping process. Remember, journey mapping isn't just a tool, it's also a process.

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How SAP Concur’s Ellie Wu Attracts Enthusiastic Brand Champions From Day One

Influitive

Tell me if this sounds familiar: You get a request for a reference, guest speaker, or success story. You scan your list, realize it’s incomplete, and jog over to your customer success team to ask, “Hey, know anyone who’d be a great fit?” If that’s you, you’re limiting the quality and diversity of your advocates, The post How SAP Concur’s Ellie Wu Attracts Enthusiastic Brand Champions From Day One appeared first on Influitive.

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How To Build Trust With Your Team

The DiJulius Group

The World At Your Service Celebrity Cruises’ service vision statement is “The World At Your Service.” Given that philosophy, it is no surprise that they have been selected as “Best Premium Cruise Line.” However, Celebrity, a client of The DiJulius Group, understands that the employees must experience world-class service on the inside first, long before.

How To 66
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The State of Customer Onboarding 2024

Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.

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Can businesses really influence customer emotion?

MyCustomer

Engagement. Can businesses really influence customer emotion?

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The Government orders full Whirlpool tumble dryer recall – at last!

Helen Dewdney

The end of the spin cycle? Today (12 June 2019) The Consumer Minister, Kelly Tolhurst, announced that the Government intends to serve Whirlpool with a full recall notice for all tumble dryers that are at risk of fire. She told the House of Commons that “consumer safety is a priority for the Government”. History would say otherwise, in my opinion. This decision comes after many years of fire outbreaks caused by faulty Whirlpool products and continual efforts by consumer organisations and individu

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How SAP Concur’s Ellie Wu Attracts Enthusiastic Brand Champions From Day One

Influitive

The post How SAP Concur’s Ellie Wu Attracts Enthusiastic Brand Champions From Day One appeared first on Influitive.

Brands 75
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HappyOrNot CX360 Leader Insights: Part 1

Happy or Not

Are Your Customers Delighted? Would They Give You a Second Chance? The following is based on a May 2019 interview with Kirsti Laasio, Chief Customer Experience Officer at HappyOrNot’s […] The post HappyOrNot CX360 Leader Insights: Part 1 appeared first on HappyOrNot.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Enhancing Twitter Analytics Advertising Options

NetBase

Though the approach has changed, advertising is still a big part of how brands use Twitter – and the social analytics found there. To that end, Twitter offers built-in analytics to help brands understand their audiences – but AI Analytics can supplement that data for even more precise audience targeting, with the ability to discover, segment, track and measure.

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Find Your Passion, and Just Say Yes: An Interview with Alyssa Johnson [VIDEO]

Oracle

SmarterCX.com is proud to highlight women in technology who are driving innovation, creating the next generation of customer experience, and inspiring future leaders. We met with Alyssa Johnson, VP of Applications for Keste, who reflects on her career path while offering advice to those interested in a career in technology. Watch our interview with Alyssa and read the transcript below.

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PowerDMS Boosts Performance with Talkdesk and Salesforce

Talkdesk

I remember a time when my dad’s office had multiple filing cabinets filled with various documents. Even though some documents were more important than others, their consistent organization was key in being able to find something when needed. In this digital age, filing cabinets have easily become folders on a computer. Yet, despite the physical change from cabinets with locks to folders one can make private, it remains certain that they must be stored properly and securely.

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Successful Launch of a Continuous Listening Program

Confirmit

I read recently an interesting report from Corporate Research Forum (CRF) headlined Harnessing the HR Technology Revolution. Even though the findings and conclusions in the report mainly refer to technology used by HR more broadly, such as HR, Talent and Workforce Management systems, it is astonishing how well they fit into the context of employee research too.

Survey 40
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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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Event of the Month: Food & Wine Classic

Gravy Analytics

Food & Wine Classic in Aspen. Aspen, CO | June 14 – 16, 2019. Each summer, the world’s top chefs and sommeliers gather in Aspen, Colorado to kick off the season with the world’s premier food and wine exhibition. The Food & Wine Classic is just one of the millions of events that Gravy analyzes each month to deliver its real-world consumer intelligence.

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Bringing Your Frontline and Non-Customer Facing Departments Together

Hello Customer

In the second part of this episode, Leslie explains more about how customer experience can be further accelerated by not just focusing on the frontline. First, the back office also needs KPIs that relate to the customer and other aspects it has an impact on. Next, feedback about quality, prices and delivery should reach the back-end teams. Lastly, instead of calling them back-office departments, let's call them frontline supporting teams.

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Banking Up For Grab In Singapore

Forrester's Customer Insights

Following in Hong Kong’s footsteps, Singapore’s regulator – Monetary Authority of Singapore (MAS) – has confirmed that it is currently studying the possibility of issuing digital-only banking licenses to organizations with a “non-bank” parentage, which was first reported on May 7th, 2019 by various news outlets. What makes this news interesting is that it essentially […].

Banking 49
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What is Brand Image and how you measure it

Qualtrics

In 2006, Blake Mycoskie witnessed the hardships children without shoes had in Argentina, and developed Tom’s shoes , a company that gives one pair of shoes to a child in need for every pair sold. You’ve most likely heard about this brand and their mission. Since the company’s conception, they’ve given away 60 million pairs of shoes in 70 countries. They’re a leader in corporate responsibility and have inspired other companies to create products with similar business models.

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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

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The Insights Beat: Save Your Data Strategy From A Nosedive

Forrester's Customer Insights

(Jeremy Vale and Paolo Santamaria contributed to this post.) This month’s Insights Beat focuses on the latest research in our insights-driven playbook; showcases multiple data, analytics, and machine-learning vendor evaluations; and shines a light on B2B analytics techniques. Is Your Data Strategy Lacking? Time To Sound The Alarm In order to compete in the age of […].

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3 Reasons Why Strategic Stakeholders keep Tuning You Out

One Millimeter Mindset

Your strategic stakeholders keep tuning you out. Spoiler alert: They tune you out because your professional behavior turns them off. End of story: yours and theirs. Listen to my YouTube keynote story of a major way professional behavior derails the strategic stakeholder support you need to move your career to the next level. When you turn strategic stakeholders off, they return the favor by tuning you out.

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Security So Simple A 10-Year-Old Can Do It

Forrester's Customer Insights

It’s the summertime, and my daughters are home from school. During the day, this means it’s a constant struggle between them arguing about who is doing what or listening to them laugh at YouTube videos at the top of their lungs while I try to answer work calls as the dogs bark and fight inches […].

Video 45