Customer Bliss

NOVEMBER 30, 2016

Guest Post by Thomas A. Stewart and Patricia O’Connell, authors of Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight. SURPRISE AND DELIGHT. “Surprise and delight” has become a mantra for customer experience. We say forget about surprising customers – just delight them. We know that’s counterintuitive. Indeed, Wikipedia’s definition of customer delight is “surprising a customer by exceeding his or her expectations and thus creating a positive emotional reaction.

Customers 180

Customers Customer Experience Report Leadership 180

Michelli Experience

NOVEMBER 30, 2016

Political pundits recently have been opining about the likely legacy of various global political leaders including Fidel Castro and President Barack Obama. Certainly, the word legacy seems fitting for leaders who play on the world stage, but what about the rest of us – ordinary people trying to lead our families, communities, and businesses? Is the concept of legacy relevant to us?

Leadership 176

Leadership Brands Engagement Consulting 176

Who's Your Gladys?

NOVEMBER 30, 2016

Does your customer service need a makeover? Even in high-end service environments, a seemingly tiny disconnect between a customer and a service provider can cause a customer to walk away from your business. Here are a few ways to minimize these types of service disruptions. It was a. The post Time for a Customer Service Makeover? appeared first on Who's Your Gladys?

Customer Service 162

Customer Service Customers Communication 162

GetFeedback

NOVEMBER 30, 2016

Consumers can always find a brand that delivers the same thing—just cheaper and faster. Here are 4 strategies to boost brand loyalty and customer retention.

Loyalty 150

Loyalty Brands Customer Retention Consumers 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

CX Journey

NOVEMBER 30, 2016

Image courtesy of GMC Software What are you doing to bring your customer communications into the 21st century and into alignment with customer expectations? Companies are making a huge effort to move their customer communications from traditional channels to the digital and social realm, while continuing to use and maintain offline communications, as well; however, there's a disconnect between the voice, tone, style, and messaging that is used in digital channels versus in traditional media.

Customer Journeys 134

Customer Journeys CEM Communication Call Center 134

Experience Matters

NOVEMBER 30, 2016

Are tech vendors helpful in making their IT clients successful? To answer that question, we surveyed 800 IT decision makers from North American companies with at least $250 million in annual revenues. We asked the following question: “How helpful are these IT vendors in making sure that your organization successfully achieves its desired value from the products and services […].

Survey 136

Survey Company Groups Customer Experience 136

ShepHyken

NOVEMBER 30, 2016

Jim Collins, author of the bestselling business book, Good to Great said, “Good is the enemy of great.”. A twist on this excellent concept is that, “Good is the foundation of exceptional.”. A good customer service experience is doing what you are supposed to do. That’s expected. In other words, it meets basic expectations. It’s satisfactory. It’s just good.

Exceptional Customer Service 105

Exceptional Customer Service Customer Satisfaction Customer Service Social Media 105

Experience Matters

NOVEMBER 30, 2016

Are tech vendors helpful in making their IT clients successful? To answer that question, we surveyed 800 IT decision makers from North American companies with at least $250 million in annual revenues. We asked the following question: “How helpful are these IT vendors in making sure that your organization successfully achieves its desired value from the products and services […].

Survey 120

Survey Company Groups Customer Experience 120

CSM Magazine

NOVEMBER 30, 2016

Due to the rapidly changing world in which we live, customer expectations continue to shift dramatically. Much of this change is being driven by the pervasiveness of technology, especially social media. The following are some of the trends in customer service expectations that I have identified by talking to workshop attendees, customers, friends, and conducting a survey of available research and publications. 24/7/365 mentality.

Trends 69

Trends Customer Service Loyalty Programs Social Media 69

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Customers

Eptica

NOVEMBER 30, 2016

Date: Wednesday, November 30, 2016 The push for mobile customer service. Published on: November 30, 2016. Author: Gokcen Onur The rise of the smartphone has transformed how people interact with each other, brands and the world around them. Rather than being tied to a PC or landline phone, smartphones empower users by putting a computer in their pocket, ready to use anywhere and anytime.

Mobile Customer Service 64

Mobile Customer Service Customer Service Social Media Consumers 64

Clarabridge

NOVEMBER 30, 2016

CX professionals stay busy. Managing the customer experience means mapping the customer journey , listening to feedback, analyzing data, acting on insights, and reporting on results. That leaves precious little time for anything else. It’s easy to ignore anything that isn’t directly related to your program. But there are 3 elements of customer experience that are often overlooked, and that make a big impact on how your customers see you.

Customer Experience 74

Customer Experience CEM Employee Experience Customer Experience Management 74

Helen Dewdney

NOVEMBER 30, 2016

Press release. Don’t let faulty electrical products give you a customer service shock. After Black Friday (week?!) and Cyber Monday and with many electrical bargains snapped up what do you do when an item is faulty? Do you take it back? Do you get fobbed off? Do you still use it? It is National Consumer Week and a survey from Citizens Advice found 66% of people have had an issue with a faulty electrical item such as a TV, a mobile phone or a household appliance in the last two years.

Customer Service 58

Customer Service Retail Consumers Policies 58

CSM Magazine

NOVEMBER 30, 2016

The whole notion of customer service, and I mean proper old fashion customer service seems to be disappearing quickly. . Gone are the days when you are blown away by someone’s effort to go way above and beyond to give you an experience. Most people don’t say anything anymore when they are treated badly as they think that there is no outcome if they do.

Customer Service 54

Customer Service Training Fashion Customers 54

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Communication

Amity

NOVEMBER 30, 2016

Communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate and… communicate. Did I make my point? In my last post, I covered how you can’t f@&k around with hiring as a customer success leader at a fast growing start-up.

Communication 54

Communication Customer Success Net Promoter Score Metrics 54

CSM Magazine

NOVEMBER 30, 2016

Shep Hyken reflects on some lessons learned from an encounter with a proactive customer service Coordinator. My sister, Kim, lives in Park City, Utah. She moved from one home to another about two years ago. Four months later her water was turned off, and she found a notice on her door that she was in arrears with her payments to the water company. She knew there was a mistake.

Customer Service 50

Customer Service Policies CRM Customers 50

ForeSee

NOVEMBER 30, 2016

Customer satisfaction does matter, but it can be difficult to manage and assess. You can’t rely on idioms and common sense, you’ll need to adopt a method for measuring that satisfaction. And to measure it the right way, you need a methodology rooted in rigor and science. What does this mean? Simply put, satisfaction measured the right way should include a CX strategy that is: The post Satisfaction matters: What great customer experience strategies get right. appeared first on ForeSee.

Strategy 53

Strategy Customer Experience Measurement Customer Satisfaction 53

LiveChat

NOVEMBER 30, 2016

What makes a good agent? Is it their previous experience, their references, the way they carry their conversations or certain customer service skills ? What customer service interview questions will you ask to find that out? On the one hand, prior experience and technical expertise is nice. On the other, customer service will be working with your customers, so a fair bit of soft skills will be a nice addition.

Customer Service 44

Customer Service Social Media Multi-Channel CRM 44

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Tips

Peter Lavers

NOVEMBER 30, 2016

Steve Dennis of Sageberry Consulting spoke to the final forum of The Customer Council in November in Johannesburg on the subject of “Winning in a digital-first, omni-channel world”. The forum was hosted by Nedbank and facilitated by Peter Lavers, and here are some key nuggets from the session: Omni-channel is fundamentally different from multi-channel.

Omni-Channel 40

Omni-Channel Multi-Channel Ecommerce Comparison 40

Clarabridge

NOVEMBER 30, 2016

CX professionals stay busy. Managing the customer experience means mapping the customer journey , listening to feedback, analyzing data, acting on insights, and reporting on results. That leaves precious little time for anything else. It’s easy to ignore anything that isn’t directly related to your program. But there are 3 elements of customer experience that are often overlooked, and that make a big impact on how your customers see you.

Customer Experience 40

Customer Experience CEM Employee Experience Customer Experience Management 40

The DiJulius Group

NOVEMBER 30, 2016

It is not about the results Too many customer-facing employees are convinced that if the customer gets the results they were hoping for from doing business with them, the customer will happy & loyal. This is so not true. Think about it, if you have a toothache, don’t you expect the dentist, any dentist to […].

Loyalty 40

Loyalty Customers Consulting Training 40

CSM Magazine

NOVEMBER 30, 2016

Customer insight, data & analytics have become an integral part of customer experience. With constantly rising customer expectations and an increasing demand for a quicker service, more channel choice and a highly personalised interaction, the only way you can achieve all three of these and ensure you’re providing an excellent CX is by truly knowing your customers.

Customer Insights 40

Customer Insights Analytics Data Case Study 40

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

Storyminers

NOVEMBER 30, 2016

We’ve been doing business the same way for so many decades; it’s hard to imagine other ways to achieve success. Work hard, make big profits, and always get better at what you do. These are the mantras we’ve all heard – and still share. Conversations about reimagining business quickly point toward automation as the way to make things faster and more efficient.

Omni-Channel 217

Omni-Channel System Case Study Leadership 217

OpinionLab

NOVEMBER 30, 2016

The Thanksgiving Holiday period is the busiest shopping weekend in the year, with retailers falling over themselves to grab their share of ecommerce and in-store dollars. In amongst all the madness, there were some valuable lessons. Here are a few that caught my eye. 1: Cyber 5 is a massive deal. I’ll start with the obvious: the Cyber 5 weekend is a big deal.

Ecommerce 81

Ecommerce Retail Omni-Channel Voice of Customer 81

Storyminers

NOVEMBER 30, 2016

We’ve been doing business the same way for so many decades; it’s hard to imagine other ways to achieve success. Work hard, make big profits, and always get better at what you do. These are the mantras we’ve all heard – and still share. Conversations about reimagining business quickly point toward automation as the way to make things faster and more efficient.

Omni-Channel 183

Omni-Channel System Case Study Leadership 183

OpinionLab

NOVEMBER 30, 2016

The Thanksgiving Holiday period is the busiest shopping weekend in the year, with retailers falling over themselves to grab their share of ecommerce and in-store dollars. In amongst all the madness, there were some valuable lessons. Here are a few that caught my eye. 1: Cyber 5 is a massive deal. I’ll start with the obvious: the Cyber 5 weekend is a big deal.

Ecommerce 60

Ecommerce Retail Omni-Channel Voice of Customer 60

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Training

Bold360

NOVEMBER 30, 2016

If you’ve spent any time on the web reading the latest insights on customer service and marketing, you’ve likely heard a lot of chatter about chat bots. They’re the latest and greatest thing in the world of marketing and customer support automation, and they’re providing a tremendous opportunity for companies to better engage and support both prospects and customers throughout the buying journey and post-purchase.

Chatbots 83

Chatbots Strategy Self Service ROI 83

CSM Magazine

NOVEMBER 30, 2016

As a manager, we need to ensure that our team is a good example of team effectiveness. A scout leader was trying to lift a fallen tree from the path. His pack gathered around to watch him struggle. “Are you using all your strength?” one of the scouts asked. “Yes!” was the exhausted and exasperated response. “No. You are not using all your strength,” the scout replied.

Leadership 40

Leadership Financial Management Consulting 40