Experience Matters
SEPTEMBER 21, 2016
In case you missed this in the news, Wells Fargo is under investigation for opening fraudulent accounts for its customers. During a period between 2011 and 2015, it is estimated that there were as many as 1.5 million deposit accounts and more than half a million credit card accounts opened inappropriately on behalf of customers. As part […].
Michelli Experience
SEPTEMBER 21, 2016
I’ve often said anyone can create a mouse. All you have to do is put a copious quantity of food and cloth scraps on your floor and, over time, a mouse will appear. The same can be said for great service cultures. Leaders are responsible for “creating the right environment” for world-class customer experiences to occur. Take Starbucks as an example. . .
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InMoment XI
SEPTEMBER 21, 2016
For some reason, the song “Daisy, Daisy” popped in to my head the other day. The song is actually called “Daisy Bell (Bicycle Built for Two)”, according to Wikipedia. This song always had a slightly sad/sinister undertones for me, ever since I saw the wonderful but weird film, 2001: A Space Odyssey. In the film, View Article.
Experience Investigators by 360Connext
SEPTEMBER 21, 2016
Your organization might be well-meaning but still ruining your customer’s day. The mission at 360Connext is simple, but we believe it’s important: We’re on a mission to create fewer ruined days for customers. I started using this as our mission when I created the company in 2009. And I believe it’s still an important goals […].
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InMoment XI
SEPTEMBER 21, 2016
For some reason, the song “Daisy, Daisy” popped in to my head the other day. The song is actually called “Daisy Bell (Bicycle Built for Two)”, according to Wikipedia. This song always had a slightly sad/sinister undertones for me, ever since I saw the wonderful but weird film, 2001: A Space Odyssey.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Omnicus
SEPTEMBER 21, 2016
Response times make a big difference, and there’s real data to back that up. Every customer that reaches out for service wants their issue solved fast. What’s the response time solution? As a business owner seeking a customer service solution, you may be thinking: “How can I fully predict customers’ expected response times?” Here’s the bad news: you can’t.
Calabrio
SEPTEMBER 21, 2016
The contact center as profit driver: it keeps popping up on lists of top business trends for 2016. Surveys show 3 in 4 organizations now view the contact center as a key differentiator—no longer just a cost center. Despite this big talk, most organizations are doing a terrible job of extracting business value from their contact centers. In the last year, U.S. contact centers racked up more than 200 billion minutes of inbound calling.
ShepHyken
SEPTEMBER 21, 2016
It doesn’t matter if you are in retail selling to consumers, or in a business that sells to other businesses, it is virtually impossible to create customer loyalty by being the lowest price provider. Consider this. Low price shoppers are loyal to their wallets and purses, not to the business. As soon as these price-conscious customers find a retailer or any other type of business or vendor with a lower price than the one they have been doing business with, they will move.
Think Customers
SEPTEMBER 21, 2016
We may live in a world where self-driving cabs are on the road and information can be shared across the world instantly, but for the most part, companies are still struggling to operate in a digital economy. I’m reminded of this fact every time a customer service agent tells me department A isn’t connected to department B or a company doesn’t accept online payments (it still happens!).
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.
Topdown
SEPTEMBER 21, 2016
I’m sure you’ve heard of the KISS Principle, which stands for “keep it simple, stupid.” Coined in around 1960 by Kelly Johnson, an aircraft engineer with Lockheed Martin, the KISS Principle states that “systems perform best when they have simple designs rather than complex ones.The KISS Principle hinders and/or prevents creeping featurism, system failover and other IT issues.” ( Technopedia ).
Customer Enthusiast
SEPTEMBER 21, 2016
Earlier this month, I met Adele. Not the Adele you’re thinking of – I’m not sure how well she sings – but this Adele can sell! I had just left the Apple Store at Park Meadows Shopping Center in Lone Tree, Colorado when I approached a cluster of kiosks teeming with predatory salespeople sizing me up for their next sale. “I’m all set,” I said to the guy who approached me from the sunglasses kiosk.
Provide Support
SEPTEMBER 21, 2016
3 Ways Online Support Determines Your Company’s Credibility. If you are a startup, earning customer trust is so important to get those first few clients and get things rolling. However, even if you are a well established business, continuously maintaining customer trust and meeting customer expectations is as important for keeping existing relationships as for making new clients.
Up Your Service
SEPTEMBER 21, 2016
Enjoy this complete keynote speech by Ron Kaufman at the Swiss National Excellence Awards in Lucerne, Switzerland on Uplifting Service Culture. Ron Kaufman is rated one of the “Top 25 Hot Speakers” by the National Speakers Association – and this keynote speech shows why. Watch as this audience of conservative industry CEOs are captivated by Ron’s energy and his mission to uplift the spirit and practice of service worldwide.
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Kate Nasser
SEPTEMBER 21, 2016
Do most people have vigilant people skills? Are they mindful of how they treat others? JOIN The People Skills Coach™ for #PeopleSkills global Twitter chat SUN. Sept. 25th 10amET/2pmGMT. The post Vigilant People Skills: JOIN #PeopleSkills Chat Sept. 25th 10amET appeared first on KateNasser.com.
Eptica
SEPTEMBER 21, 2016
Date: Wednesday, September 21, 2016 Digital disruption in insurance – why it is all about service. Published on: September 21, 2016. Author: Chris Eideh Over the past few years we’ve seen whole industries transformed thanks to digital technology. From publishing to retail to transportation, new entrants have shaken up mature markets, and unseated existing leaders through innovative business models.
The DiJulius Group
SEPTEMBER 21, 2016
Is Expertise no Longer a Competitive Advantage? An article appearing in the Harvard Business Review, titled, The End of Expertise, talks about how expertise is losing the respect that for years had earned premiums in any market where complex knowledge is valued. Talk to people in such professional service industries as private banking, auditing, consulting, […].
MyCustomer
SEPTEMBER 21, 2016
4th Dec 2019 At heart, customer experience improvement is all about finding those places in the experience where pain exists, and where customers feel.The 6 ways companies insult their customers. By Michael Hinshaw Managing Director.
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Natalie Petouhof
SEPTEMBER 21, 2016
Tweet Many companies approach the internet of things by starting with a device, make it connectable and then are in search of a business use case. This is a typical process that happens when there is a new area of technology area. If a company uses that as a strategy, it can be the long road to #IoT innovation. What businesses need to ask themselves are, “What business outcomes are they looking for and what innovations could be possible to shift their business model?
CSM Magazine
SEPTEMBER 21, 2016
For the most part, government has no competition. Have a great idea and need a patent? You’ll need to submit it to the U.S. Patent & Trade Office. Remodeling your home? You’ll need a permit from your city’s zoning office. And if you’re negotiating late fees for your federal taxes, you’ll be talking with the IRS. So why then would government care about providing good customer service?
Up Your Service
SEPTEMBER 21, 2016
CLOVIS WONG, CEO THEBRANDHOUSE, MAURITIUS talks about their Engaging Service Vision (ESV). TheBrandHouse is the leading distributor and retailer of home appliances and consumer electronics in Mauritius. They work in a very competitive market and understand the urgent need for differentiation. TheBrandHouse believes SERVICE is where they can make a difference.
Brad Cleveland Blog
SEPTEMBER 21, 2016
Many organizations are learning firsthand that contact centers can play a central role in encouraging and supporting low-cost access channels. For example, the contact center can provide a wealth of information on which contacts can be automated (or handled in customer communities), and what can be done to improve customer acceptance.
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Myra Golden
SEPTEMBER 21, 2016
Story highlights: Empathy, Casual Language and Personal Pronouns are the secret to amazing complaint response emails. Have you heard of Blue Apron? It’s a grocery delivery service, basically. You get recipes and perfectly proportioned ingredients sent to you and all you have to do is whip up gourmet meals in your kitchen. I use services like this literally every week.
Brad Cleveland Blog
SEPTEMBER 21, 2016
Many organizations are learning firsthand that contact centers can play a central role in encouraging and supporting low-cost access channels. For example, the contact center can provide a wealth of information on which contacts can be automated (or handled in … Continue reading → The post The Contact Center’s Role in Building Self-Service Channels appeared first on Brad Cleveland.
Myra Golden
SEPTEMBER 21, 2016
Have you heard of Blue Apron? It’s a grocery delivery service, basically. You get recipes and perfectly proportioned ingredients sent to you and all you have to do is whip up gourmet meals in your kitchen. I use services like this literally every week. I just don’t have time to grocery shop with my busy kids and my travel schedule. Well, the first time I tried Blue Apron, my food box came with a little problem.
Brad Cleveland Blog
SEPTEMBER 21, 2016
Many organizations are learning firsthand that contact centers can play a central role in encouraging and supporting low-cost access channels. For example, the contact center can provide a wealth of information on which contacts can be automated (or handled in customer communities), and what can be done to improve customer acceptance.
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.
Beyond Philosophy
SEPTEMBER 21, 2016
Short term rental website airbnb, plagued by claims that its hosts discriminate against minorities, announced policies last week designed to put those problems to rest. As I wrote a few months ago , this has not been a good year for airbnb. First there was a Harvard study showing that guests with African-American names were 16 percent less likely to successfully book a rental on the website.
LiveChat
SEPTEMBER 21, 2016
We often associate being productive with managing lots of tasks. We don’t say “no” to our teammates, we help them with their problems, we create long to–do lists and work our butts off to cross everything from the list. We shuffle between these duties and can’t keep our mind on one thing to finish it successfully. We’re nervous, we can’t make everything on time.
Avaya
SEPTEMBER 21, 2016
It’s a bold statement, I know, but I’ve been struggling with the idea that true loyalty can’t really exist in today’s digital world. Hang in with me for a moment. My colleague was taking her 16-year-old son to open his first bank account (exciting!). Naturally, she chose to go where she and her husband have banked for over 19 years and enjoyed exceptional service.
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