Heart of the Customer

NOVEMBER 28, 2018

Last week I discussed Gartner’s CX Pyramid and its approach to evaluating your customer experience. Yesterday’s post discussed how to use journey mapping to help you move up the first three levels. Today, I’ll talk about using journey mapping to move to the top of the pyramid – the Proactive and Evolution levels. Getting to […]. The post Move to the Top Levels of the Gartner CX Pyramid with Journey Mapping appeared first on Heart of the Customer.

Customer Journeys 79

Customer Journeys Self Service Customer Experience Effort Score 79

CX Journey

NOVEMBER 28, 2018

Image courtesy of Pixabay Are you adding data to your journey maps? Back in 2015, I wrote a post titled Hey! You Got Your Metrics in My Journey Map! In it, I advocated for mappers to add data to their journey maps. I wrote that.mapping tools had to evolve because people failed to see the value in mapping with the then-current approaches; in addition, maps were not proving to be that catalyst for change that they are designed to be.

Customer Journeys 86

Customer Journeys Data Effort Score First Call Resolution 86

Oracle

NOVEMBER 28, 2018

All stats referenced here are from Would You Do That to Your Mother?: The “Make Mom Proud” Standard for How to Treat Your Customers by Jeanne Bliss. As the pendulum has swung to a point where “service” is often seen as a technology answer, customers need a healthy dose of both high tech and high touch in their lives. Here are 4 examples of companies showing their humanity in a high-tech world.

Hospitality 82

Hospitality Fashion Airlines Healthcare 82

AskNicely

NOVEMBER 28, 2018

NPS Benchmarks are increasingly of interest. However, it’s not just about “what is a good NPS score?” Advanced NPS users know the most value is had by taking the score out of the boardroom and straight to the frontline staff. So, what does that winning process unlock for them? New research shows it can increase a company’s likelihood of net-negative churn and faster revenue growth.

NPS 150

NPS Net Promoter Score Study Groups 150

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

NICE inContact

NOVEMBER 28, 2018

Frustration, discontentment and dissatisfaction are frequent drivers of angry call center customers. Coaching your contact center agents on how to navigate calls from angry customers will decrease call handle times, improve productivity and elevate the customer experience. Here are a few tips for helping your agents deal with these tense situations: .

Contact Center 121

Contact Center How To Call Center Tips 121

NICE inContact

NOVEMBER 28, 2018

This is not some get rich quick scheme. If you’ve manage an aging contact center, then you’ve probably identified several inefficiencies which limit your success. Maybe it’s high agent turnover or absenteeism. Maybe its call volumes that exceed contact center capacity. Whatever the reason, when troubles reduce the contact center to nothing more than a tightly managed expense, it becomes very difficult to ask for improvements.

Contact Center 121

Contact Center Self Service Average Handle Time First Call Resolution 121

ShepHyken

NOVEMBER 28, 2018

In the past, I’ve written and talked about “ Telling Your Story.” The idea is that you look to create the “legendary” type of stories that come from your employees and set the bar for the customer experience you want to deliver. Probably the best example is the famous Nordstrom story where a customer returned a set of used tires to a Nordstrom – and the store employee gave the customer a refund.

Video 126

Video Social Media Customer Service Training Customers 126

Amity

NOVEMBER 28, 2018

[ Photo Credits: Nathanael De Boer [link] boer.com/ ]. Founded in 1999, Densify is a SaaS company focused on Cloud optimization, specifically working in the SaaS industry for 2 years. Delivered as a service, Densify's patented optimization engine collects and analyzes data from cloud computing services and other IT environments, which is further combined with advisory services of cloud experts who report on cost, explore usage patterns, and project future trends.

Customer Success 106

Customer Success Competitive Advantage Customers Software 106

The DiJulius Group

NOVEMBER 28, 2018

The Mount Rushmore of Customer Service Leaders Who are the greatest Customer Service Leaders of all time? The following is a list of the 10 greatest Customer Service Revolutionaries who had the most influence and dramatically changed businesses in all industries. These changes are still being felt decades later. 1.Walt Disney The Father of. Read Full Article.

Customer Service 101

Customer Service Groups Customers Industry 101

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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

datastax

NOVEMBER 28, 2018

Black Friday always comes with its share of shopping glee and surprises, and this year was no different as a number of large retailers experienced sales-gouging outages. The holiday season can be a make-or-break period for retailers—a time when they’ll either rake it in and significantly increase customer loyalty or come up short and have to deal with customer frustration, lost revenue, and tarnished brand images.

Retail 101

Retail Data System Sales 101

Alliance by IFS

NOVEMBER 28, 2018

Field Service Singapore. Our APAC team had a great time in Singapore earlier this month for the Field Service Asia conference. We took part in many interesting discussions and led a round table discussion around how to leverage IoT and mobile technology in field service. We also showcased the latest version release of our Alliance Enterprise field service management and mobility platform.

Conference 78

Conference Technology Strategy Management 78

Eptica

NOVEMBER 28, 2018

Date: Wednesday, November 28, 2018 Author: Pascal Gauvrit - CTO Can your customers trust you? GDPR and CX - six months on. Published on: November 28, 2018. Author: Pascal Gauvrit - CTO It is now six months since the May 25 deadline for General Data Protection Regulation (GDPR) compliance. The legislation transformed how organizations collect, store, protect and use personal data, both of customers and employees.

Policies 66

Policies Trends System Meeting 66

One Millimeter Mindset

NOVEMBER 28, 2018

Are competing customer retention cultures crippling your organization or association? Often, businesses remain blissfully unaware that employees perform at cross-purposes to one another. Professionally, functionally, emotionally and purposefully. First, competing customer retention cultures are sustained within traditional departmental silos and business models.

Customer Retention 61

Customer Retention Culture Customer Focused Customers 61

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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

Bizagi

NOVEMBER 28, 2018

Beware the Frankenstack! As Insurance carriers have tried to modernize their technology over the years, many have ended up with a patchwork IT system. A combination of legacy technologies that have been pieced together but are totally impervious to modernization. While a Frankenstack may have been formed with good intentions trying to take advantage of new technology, it’s just holding you back.

Insurance 58

Insurance e-support System Technology 58

Call Experts

NOVEMBER 28, 2018

The rapid adoption of AI around the world has profoundly influenced businesses. Why? To reduce risk and improve client/employee management process. Organizations have also discovered the benefits of AI capabilities in product development and service operation management. AI can transform businesses with advanced digital systems and cognitive functions.

Call Center 58

Call Center Conference Contact Center Return on Investment 58

Survicate

NOVEMBER 28, 2018

Are you planning to email a survey, but writing the subject line is holding you back? . Do you fear that any subject line you’d come up with would fail to engage your audience? I’m not surprised. 35% of recipients open emails based on the subject line alone, after all. So, it’s safe to assume the success of your email survey and its response rate depend on your ability to write catchy subject lines.

Survey 56

Survey Engagement How To Travel 56

NetBase

NOVEMBER 28, 2018

Social media analytics does a lot for brands and businesses – guiding efforts and keeping brands out of hot water. But if you don’t report your results to the people making decisions, they may not realize how vital these social analytics truly are – or why. Our new Social Media Reporting Series will explain the importance of reporting on your analytics insights, and how NetBase makes it easy to do.

Social Media 54

Social Media Report Analysis Analytics 54

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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Tips

delighted

NOVEMBER 28, 2018

Great companies continually strive to deliver more perfect customer experiences. This starts by better understanding the experience of each individual customer. Gaining the insight you need to deeply understand your customers and appropriately take action comes down to the questions you ask and how you ask them. Delighted’s mission is to empower companies to achieve these goals.

Survey 46

Survey Customer Experience NPS Roadmap 46

Survicate

NOVEMBER 28, 2018

Are you planning to email a survey, but writing the subject line is holding you back? . Do you fear that any email subject lines you’d come up with would fail to engage your audience? I’m not surprised. 35% of recipients open emails based on the subject line alone, after all. So, it’s safe to assume the success of your email survey and its response rate depend on your ability to write catchy subject lines.

Survey 45

Survey Engagement How To Travel 45

Maru Group

NOVEMBER 28, 2018

This year’s Black Friday did little to help already struggling shopping centres and high streets as shoppers surged online to look for bargains. Early indicators suggest that Black Friday bought an estimated £7billion cash injection into the UK retail market, yet results show that footfall was down 5.4% year on year. It all leads us to suggest that – as predicted – many consumers headed online.

Loyalty 45

Loyalty Retail Customer Experience Analysis 45

Up Your Service

NOVEMBER 28, 2018

Revolutions change what is possible and how we live together. We live today in The Fourth Industrial Revolution ; the historic transformation of power from steam, to electricity, to computers, to the global convergence of data, devices, access, and analytics. While industrial revolutions are driven by technology, a Fourth Humanitarian Revolution is now being driven by necessity.

Government 45

Government Innovation Industry Connections 45

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

C Space

NOVEMBER 28, 2018

Here today, gone tomorrow? We invited more than 1,000 consumers from Hatch — our proprietary mobile platform that allows consumers to answer critical business questions and engage with leading brands — to take a picture of something they think won’t exist in five years’ time, explaining why they think so and what they think will replace it. Tweet. Elizabeth Caffrey.

Wireless 45

Wireless Sports Healthcare Consumers 45

Brandwatch CX

NOVEMBER 28, 2018

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102

Survicate

NOVEMBER 28, 2018

Are you planning to email a survey, but writing the subject line is holding you back? . Do you fear that any subject line you’d come up with would fail to engage your audience? I’m not surprised. 35% of recipients open emails based on the subject line alone, after all. So, it’s safe to assume the success of your email survey and its response rate depend on your ability to write catchy subject lines.

Survey 40

Survey Engagement How To Travel 40

Maru Group

NOVEMBER 28, 2018

This year’s Black Friday did little to help already struggling shopping centres and high streets as shoppers surged online to look for bargains. Early indicators suggest that Black Friday bought an estimated £7billion cash injection into the UK retail market, yet results show that footfall was down 5.4% and in-store spending declined by 7% year on year.

Loyalty 40

Loyalty Customer Experience Retail Analysis 40

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Training

Talkdesk

NOVEMBER 28, 2018

It’s the most wonderful time of the year filled with food, families and shopping. Black Friday kicked off the busy shopping season, which will last through December. If you work in a contact center, the holiday season usually means increased calls. And for retail businesses, this is the most important time of the year. Retail contact centers face unique challenges including the ability to scale up and down quickly to meet customer demand.

Retail 40

Retail Customer Experience Contact Center Meeting 40

Bold360

NOVEMBER 28, 2018

Service that succeeds in meeting the baseline expectations of your customers– what I call satisfactory customer service–consists of four elements. Customers tend to be satisfied with a business if they receive, consistently, A defect-free product or service. (I define defect-free here as designed to perform correctly within reasonably foreseeable circumstances.).

Customer Service 40

Customer Service Exceptional Customer Service Hotels Travel 40

Chadwick Martin Bailey

NOVEMBER 28, 2018

From training to crossing the finish line, competing in triathlons is one of my favorite hobbies. So far, I’ve completed four sprint races, each consisting of a short swim, a 10 to 15-mile bike ride, and a three-mile run. Not everyone would consider this "fun," but I love it. When I'm not an training, I'm a market researcher who likes to draw parallels between my personal and professional life.

Training 40

Training Marketing Sports Measurement 40