Mon.Jun 17, 2019

Is Your Own Management Stalling Your Customer Experience Transformation?

CX Journey

Image courtesy of Pixabay I originally wrote today's post for Forbes. It appeared on the Forbes site on November 14, 2018. I've made some slight modifications since then, as it turned into a two-part series. This is the second in that series; the first part can be found here.

3 ways to drive customer loyalty + business outcomes with customer case management

SMG CX

We get it—your goal is to provide an exemplary experience each time a customer interacts with your brand. But we also understand that sometimes—even with the best of intentions—things can go wrong. Products + Technology CX Programs

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Why Investing In Good Customer Service Will Boost Your Business

CSM Magazine

Overlooking the importance of exceptional customer service is a grave mistake to make in the business world. It takes many good experiences to earn the trust of a consumer.

Customer Experience Trends by MaritzCX CEO Mike Sinoway

MaritzCX

Introducing the first CX Café customer and employee experience podcast: CEO of MaritzCX, Mike Sinoway, talks about emerging trends and technologies being seen in the customer experience industry.

Trends 260

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Using Quality Management Analytics to Elevate the Customer Experience (CX)

NICE inContact

Many companies underestimate just how much the customer experience on digital channels matter. And as much as I hate succumbing to any of the Millennial stereotypes (thank you in advance, Generation Z for joining the workforce so everyone can talk about YOU now), I avoid talking on the phone as much as I can. Short of breaking up with someone, I communicate most everything over text and email.

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Using Quality Management Analytics to Elevate the Customer Experience (CX)

NICE inContact

Many companies underestimate just how much the customer experience on digital channels matter. And as much as I hate succumbing to any of the Millennial stereotypes (thank you in advance, Generation Z for joining the workforce so everyone can talk about YOU now), I avoid talking on the phone as much as I can. Short of breaking up with someone, I communicate most everything over text and email.

How Rethinking Workforce Management Can Make Your Contact Center Stand Out

Calabrio

As contact center professionals, we all understand the importance of workforce management tools and processes in ensuring that we have enough agents to work each shift. All too often our thoughts and attitudes towards this important function stop there. This means we are selling ourselves short in our ability to affect our organizations at large. In the last 10 years, we have seen a dramatic shift in the workforce.

5 Steps for Effective Small Business Reputation Management

ReviewTrackers

A small business is defined as an organization that employs 500 people or less. Surprisingly, small businesses are responsible for over 50 percent of the jobs in the United States, and there are over 22 million small businesses currently active in the economy.

What will happen to consumer rights after Brexit?

Helen Dewdney

Brexit and EU consumer law. As of today Brexit is still a mess! No final decisions have been made about anything. The future of EU consumer law in the UK. EU law continues to apply until the UK leaves the EU.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

How Social Media Platforms for B2B Marketing Actually Work

Genroe

Some people believe that social media is a B2C game. That’s it’s all cute cats, charity hashtags and artsy pictures of Sunday brunch. They couldn’t be more wrong.

Don’t Know Where to Outsource? Why The Philippines is a No-Brainer

Magellan Solutions

Are you facing the dilemma of deciding where to outsource some of your non-core business activities? The technological revolution that has been taking place allows for the growth of industries around the world.

Summer Reading for Designers: 8 Books for Creative Insight & Inspiration

Truthlab

Whether you’re planning on a vacation or staycation, summer may be the perfect time to catch-up on your reading. Immersing yourself in a thrilling mystery, riveting Sci-Fi, fantasy or graphic novel is all well-and-good, but you may also enjoy gaining insight into design theory.

Is Your Own Management Stalling Your Customer Experience Transformation?

CX Journey

Image courtesy of Pixabay I originally wrote today's post for Forbes. It appeared on the Forbes site on November 14, 2018. I've made some slight modifications since then, as it turned into a two-part series. This is the second in that series; the first part can be found here.

Forget CX: Measure "Ease of Doing Business" Instead

Speaker: Curtis Bingham, CEO, Chief Customer Officer Council

Our research shows that becoming easier to do business is perhaps the single most important thing that organizations need to work on to create value not only for their customers but also for their own business. Reducing customer effort can reduce costs by 37% and induce customers to spend 88% more. Tune in to this webinar and learn about how you can measure the "Ease of Doing Business" and customer effort.

The Impossible Burger Boosts Foot Traffic at Burger King by 20%

Gravy Analytics

Burger King recently completed market trials for it’s Impossible Burger – a plant-based meat substitute that appears to “bleed” InMarket Insights estimates that foot traffic to participating Burger King stores – all in the St.

Data 71

What Should Your Customer Service Team’s Coaching Sessions Focus On

PlayVox

Is your customer service team representing your business to a high standard? Are your agents leaving consumers satisfied enough to stay loyal and recommend your products / services?

5 Ways to Align Better With Clients Through Joint Account Planning

ClientSuccess

In today’s world of SaaS customer success, most CSMs and/or Account Managers are held to some sort of revenue goal. Whether that revenue comes from an upsell, cross-sell, expansion, or something else, it’s still new revenue attributed to the customer.

5 Ways Agent Assistants Will Reduce AHT and Improve Customer Experience

Talkdesk

A few days ago, before commuting to work, I received a notification. Heavy traffic on the way to the office, delays up to 10 minutes”. I rushed to grab my bag, hopped in my car and immediately asked my virtual assistant to give me the best route.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

How Can You Assure Voice Quality When You Move to the Cloud?

Cyara

The contact center has become the turning point for digital transformation in the enterprise. Companies must now compete by delivering innovative, flawless customer experiences.

Three Things that Drive Me Mad At Restaurants

Beyond Philosophy

As I often tell my audiences, I am blessed and cursed. I am cursed with the fact that I can’t have a Customer Experience without analyzing it and defining what they should do differently. But I am also blessed, because my Customer Experience knowledge has fed my family for 20 years!

The 4 Secret Strategies To Improve Customer Experience Of Your Retail Store

Survaider

Have you ever wondered why some retail stores are so successful in persuading their customers to buy more than their requirements? Customer Experience

Brands Missing Out on Segments by Misunderstanding Slang

NetBase

Many brands are ‘living their best life’ these days thanks to social media, while others are left languishing and wondering why they can’t connect.

Customer Experience Management: A 3-Legged Stool

In today's business world we know that customer experience management has a huge impact on satisfaction levels, customer loyalty, and even profit. But there's more to it than just customer service - learn more about the 3 legs of CEM.

RapportBoost Podcast – Featuring Mike Aoki

RapportBoost

Hear from this foremost expert on the trends in customer service, call centers and the use of live chat. Learn why transferring phone agents over to live chat without training can actually hurt the experience for visitors. David: Welcome to the RapportBoost videocast series, where we talk to industry leaders within the customer service center and call center spaces. We’re privileged to have Mike Aoki of Reflective Key Notes on the line. Mike, thanks so much for joining us.

The catch-22 of data privacy regulation

Gravy Analytics

Privacy regulations are coming, and walled gardens are writing the laws. According to the New York Times , tech giants Google, Facebook and Amazon spent a combined $55m on lobbying last year, more than double their combined spend in 2016.

Data 52

AI IRL Podcast Episode 24: Why Customer-Facing Support Tech Is Only Half the Battle

Bold360

?. Subscribe via iTunes , Spotify and more. When a company rolls out self-service capabilities , they have to be deliberate. Keeping use cases narrow is the way to go at first. It’s something that Patrick Quinlan, Senior Manager for Self-Service and Analytics at Citrix , has found out firsthand.

What Should a Good Survey Report Include?

Survicate

The post What Should a Good Survey Report Include? appeared first on Survicate. Best Practices User feedback

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

5 ways investing in the patient experience can have financial impact

SMG CX

The healthcare industry is rapidly changing, and patients are the driving force. More and more consumers are applying retail behavior to healthcare and frequently shopping for a new physician. CX Programs Healthcare

Make Your Channel Experiences Harmonious

Think Customers

The line, “if you build it, He will come,” may have worked for Kevin Costner’s character in Field of Dreams, but it doesn’t necessarily work that way in customer service.

How to Make Surveys More Fun to Answer

Survicate

The post How to Make Surveys More Fun to Answer appeared first on Survicate. Best Practices User feedback