Experience Matters
JUNE 14, 2016
USAA earned the highest score in the 2016 Temkin Customer Service Ratings for the fourth year in a row. These Ratings evaluate the customer service of 277 companies across 20 industries based on a study of 10,000 U.S. consumers (see.pdf with full list of companies). You can see all of the company data on the Temkin Ratings website. […].
BlueOcean
JUNE 14, 2016
Humor us for a moment and set down that mug of steaming coffee before you keep reading. You know as well as we do that no amount of caffeine will perk you up if you’re feeling sleep deprived. Whether it’s late night work, midnight Netflix bingeing, a crying baby, or snoring partner, stress, or any other regular disruption to quality sleep, it’s likely your bad sleep habits are ruining your career.
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Customer Bliss
JUNE 14, 2016
Episode Overview. In this episode, I have the pleasure of speaking with Parrish Arturi. Parrish is the SVP of Retail Service and Experience Delivery at Fidelity Investments. He’s no stranger to making the rounds on business journalism and customer experience shows — he previously appeared on the Fast Leader podcast and did a ‘Quick 6’ of questions with Customer Experience Matters.
ijgolding
JUNE 14, 2016
When it comes to the subject of Customer Experience, there are many questions I would like to know the answer to. The problem with my subject, is that very often, there is no right answer! However, over the last couple of years, I have started to conduct my own independent research: In 2013, I published the results to a survey on ‘what customers really want’ Last year, I looked into the ‘things’ that make the worlds ‘number 1 customer experience brands’ I and
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NICE inContact
JUNE 14, 2016
Earlier this year I had an issue with an airline so, as many of us would do, I called them. I was greeted with an automated message telling me that the wait time is expected to be 90 minutes. Naturally, I did what many of my fellow millennials would do and took my issue to social media. Twitter was my platform of choice and I simply posted something to the effect of, “Hey @airlinename, I’m stuck here and need you help to resolve this, please talk to me.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
CX Journey
JUNE 14, 2016
Image courtesy of Spectrum Solutions Pondicherry What really happens to humans when they walk into their offices or places of employment? A couple weeks ago, I wrote a post about emotionally unavailable customers. Hat tip to James Lawther for inspiring me to actually flip the tables here and think about emotionally-challenged employees, instead. The question I posed in response to his comment on that post was: Why do we transform from humans into robots as soon as we walk into the office buildin
ShepHyken
JUNE 14, 2016
John DiJulius on Secret Service & The Customer Service Revolution. Shep Hyken speaks with John DiJulius, international consultant, best-selling business author and owner of the award winning John Robert’s Spa. John shares ideas from his latest book, “The Customer Service Revolution.” They discuss the radical overthrow of conventional business mentality which is transforming the employee and customer experience.
Up Your Service
JUNE 14, 2016
We often hear leaders say, “We want our people to have a better service mindset.”. What is a mindset? Here is one example. People often describe other people as either ‘glass half full’ or ‘glass half empty’. What they are referring to is a mindset , a fundamental way to view the world. Mindset includes a person’s attitudes and assumptions, values, beliefs, preferences, standards, and judgments.
Influitive
JUNE 14, 2016
Hot under the collar about the overly automated last decade, common-law marketing personas Joe Buyer and Jane Consumer are getting hitched and seeking a legal name change. Meet The Advocates. Curbing the corporate-imagined script of the past several years, The Advocates no longer adhere to your best guess at buying behaviors, common characteristics and typical trends.
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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.
Amity
JUNE 14, 2016
SaaS Tattler Issue 86 - How To Build And Maintain Strong Customer Relationships. Closing the sale was just the beginning… now the real work begins. Beyond your product meeting a customer’s need, it’s important that you’re laying down the foundation for the future. While there isn’t a one-size-fits-all approach to creating a long-term relationship with your customers, we’ve gathered some tips to help.
Andrew Mcfarland
JUNE 14, 2016
Telemedicine may be a good way to maximize resources (i.e. doctors’ time) and minimize costs by sourcing doctors in lower cost locales, but its practitioners must not neglect the art of patient care. Technology has made it possible to offer.
Magellan Solutions
JUNE 14, 2016
Actual experience and research studies have proven the many benefits of inbound customer service outsourcing. At the top of the list are lower overhead costs, greater work efficiency, and improved customer service delivery, which are all goals of any company. But not all top-level managers are convinced of these positive results, owing possibly to the fact that false ideas about call center outsourcing abound.
Think Customers
JUNE 14, 2016
When people think of next best action marketing, they often associate it with steps that marketers can take to apply everything that's known about a customer to try to sell him or her another product or service. But as two customer experience leaders at British Gas shared at Pegasystems' Pegaworld 2016 conference last week, next best action technologies and techniques can also be used to better understand each customer and to take the next steps that are best suited for that individual. .
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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,
Avaya
JUNE 14, 2016
My first exposure to self-service IVR application development was back in the early 1990s. Over the years, I’ve participated in the evolution from simple menu-based interfaces (“ Press 1 for sales, 2 for service… ”), to full-blown natural-language interactions driven by intelligent, automated back-end capabilities (“ Open the pod bay doors, Hal… ”).
Talkdesk
JUNE 14, 2016
Good to see you, customer experience innovator. We’re glad to have you back at our weekly roundup. For you newbies, Talkdesk’s Customer Experience Weekly series explores all things customer experience. For each post, we choose a topic related to CX to explore. This week, we’re looking into self-service. Self-service is exactly what it sounds like: It’s when customers help themselves, rather than engaging with a company representative.
Up Your Service
JUNE 14, 2016
We often hear leaders say, “We want our people to have a better service mindset.”. What is a mindset? Here is one example. People often describe other people as either ‘glass half full’ or ‘glass half empty’. What they are referring to is a mindset , a fundamental way to view the world. Mindset includes a person’s attitudes and assumptions, values, beliefs, preferences, standards, and judgments.
Influitive
JUNE 14, 2016
Hot under the collar about the overly automated last decade, common-law marketing personas Joe Buyer and Jane Consumer are getting hitched and seeking a legal name change. Meet The Advocates. Curbing the corporate-imagined script of the past several years, The Advocates no longer adhere to your best guess at buying behaviors, common characteristics and typical trends.
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.
Up Your Service
JUNE 14, 2016
LUX* Resorts: Staging a Service Revolution in a Resort Chain . LUX* is a successful hospitality group operating in the Indian Ocean as well as other locations. In its previous incarnation, the company suffered from poor financial performance, poor service quality and a weak brand. A change in the leadership of the company led the group through a transformation, which showed positive results within 12 months.
Avaya
JUNE 14, 2016
Father’s Day is on Sunday, and if you’re like me, your dad is many time zones away. So you’ll need to send him something or call him for his special day. Or better yet, both. While you ponder sending a new coffee mug, keychain or summer sausage sampler, consider also sending him a pre-recorded voicemail through the free Zang Forget Me Not service. It’s the very same service Zang launched for Mother’s Day, and we’re doing it again for Father’s Day.
Up Your Service
JUNE 14, 2016
LUX* Resorts: Staging a Service Revolution in a Resort Chain . LUX* is a successful hospitality group operating in the Indian Ocean as well as other locations. In its previous incarnation, the company suffered from poor financial performance, poor service quality and a weak brand. A change in the leadership of the company led the group through a transformation, which showed positive results within 12 months.
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dscout People Nerds
JUNE 14, 2016
Faster, simpler filters in dscout increase speed to insight.
Beyond Philosophy
JUNE 14, 2016
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Based on insights from the Temkin Group report’s State of CX Metrics, 2015, a recent LinkedIn infographic post by CXPA co-founder Bruce Temkin labeled customer experience metrics as “Immature, But Improving”. This is a very revealing, and very disappointing, conclusion. The reasons for this determination are even more of a concern.
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