InMoment XI
OCTOBER 27, 2016
Customers love a company because they perceive value in their interactions with its people, products, and services. As customer experience (CX) professionals, we usually measure this sense of value with the Net Promoter Score®, or NPS®, which is a nominal indication of how likely the customer is to recommend the company to another person, and.
Experience Matters
OCTOBER 27, 2016
For the past several years, we’ve been examining how U.S. consumers prefer to communicate with each other, analyzing their answers to the question, Which method would you most likely use to communicate with your friends? As you can see in the figure below: Text messages are on the rise (+8 points between 2012 and 2016), while […].
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InMoment XI
OCTOBER 27, 2016
Customers love a company because they perceive value in their interactions with its people, products, and services. As customer experience (CX) professionals, we usually measure this sense of value with the Net Promoter Score®, or NPS®, which is a nominal indication of how likely the customer is to recommend the company to another person, and. View Article.
Customer Bliss
OCTOBER 27, 2016
We spend a lot of time in companies discussing “process mapping,” which is — theoretically, and sometimes in reality — a way to make our processes more effective. If you’ve had a number of enterprise-type jobs, you’ve probably seen the dreaded idea of “process for the sake of process,” whereby all these rules and processes are layered on top of each other before any action can be taken.
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.
Comm100
OCTOBER 27, 2016
Customer satisfaction is dependent upon knowing your customers’ needs and expectations. But your ability to meet, and even exceed customer expectations is often dependent upon what customers think their experience should look like. While there are many factors that can influence expectations, from a competitor’s offer to news coverage of a fantastic customer success story, some of these factors are within your control.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Bold360
OCTOBER 27, 2016
Three seconds. What can you do in three seconds? Not a whole lot it would seem. Three seconds isn’t enough time to apply lipstick, nor is it enough time to check your phone. It’s not even a sufficient amount of time to update your Facebook status. But apparently it’s enough time to effectively evaluate whether or not a video has been viewed by any particular user.
Ian Williams
OCTOBER 27, 2016
Now, you might be forgiven for initially thinking that this is yet another blog whinging about poor customer service from a major brand that is already well known for not offering particularly good customer service. But it isn’t. That isn’t to say that I wasn’t on the receiving end of poor service, because I actually was. However the underlying message behind this story goes a little bit deeper.
ForeSee
OCTOBER 27, 2016
Here at ForeSee, we often get asked for a quick elevator pitch on why improving the customer experience is the greatest competitive weapon retailers have in their arsenal. Watch ForeSee VP of Retail Sales Dan Chester do just that in this interview with BloomReach. The post Why great CX measurement is invaluable to retailers — BloomReach (video) appeared first on ForeSee.
LiveChat
OCTOBER 27, 2016
Your customers’ experience is directly related to your employees’ experience, and with employee engagement levels as low as they are , customer experience is likely to suffer. While low employee engagement is problematic, it’s not exactly surprising. It’s not uncommon for employees to see their managers as unapproachable slave drivers that are constantly telling them that if they have time to learn, they have time to clean.
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Customer Interactions
OCTOBER 27, 2016
So said Larry Yusuf, head of customer analytics at IBM, one of the mainstage presenters at Forrester’s CXSF 2016 conference, which I had the pleasure of attending last week in San Francisco. While the line got a hearty chuckle from the sizeable crowd of customer experience professionals in attendance, it spoke quite well to what I’d consider the dominant theme of this show: If their New York event boiled down to a focus on simplicity in customer-facing applications and processes, its West Coast
ForeSee
OCTOBER 27, 2016
Calling the 2016 Presidential election season “turbulent” would be a modest way of describing it, many may agree. But despite that, citizens’ satisfaction with online government services remains high, according. The post E-Gov satisfaction remains virtually unchanged despite a turbulent election season appeared first on ForeSee.
Brad Cleveland Blog
OCTOBER 27, 2016
Establishing the right measures and objectives is one of the most important responsibilities in leading and managing a contact center successfully. But there’s a significant inherent challenge, which has only become more difficult with the introduction of new channels and … Continue reading → The post The Measures Every Contact Center Should Have appeared first on Brad Cleveland.
Kayako
OCTOBER 27, 2016
Finding your comfort level in a new job can be arduous for you, and your colleagues as you absorb your responsibilities. For customer support managers there are many duties to get your head around. Your first 90 days as a new manager are scary, and more so if you are pioneering a role in the company. How do you navigate the start of your journey with a company?
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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.
Brad Cleveland Blog
OCTOBER 27, 2016
Establishing the right measures and objectives is one of the most important responsibilities in leading and managing a contact center successfully. But there’s a significant inherent challenge, which has only become more difficult with the introduction of new channels and social contacts – we produce mounds of data!
Avaya
OCTOBER 27, 2016
My first job out of college was working on Sonar Systems for the U.S. Navy. Modern sonar systems passively listen in the ocean to identify targets by the sounds they make. To the Sonar System everything is a target. Targets are classified as unknown, hostile or friendly. Target classification is determined by noise signatures, behavior, heuristics, etc.
Brad Cleveland Blog
OCTOBER 27, 2016
Establishing the right measures and objectives is one of the most important responsibilities in leading and managing a contact center successfully. But there’s a significant inherent challenge, which has only become more difficult with the introduction of new channels and social contacts – we produce mounds of data!
Avaya
OCTOBER 27, 2016
Earlier this month, the CFI Group, which issues the annual American Customer Satisfaction Index, issued the Contact Center Satisfaction Index (CCSI). Here are some of the key findings : The index shows a four-point decrease in customer satisfaction from 2015 to 2016, sliding to the lowest score in the nine-year history of the report. Difficulties are driven by the ability (or lack of) to quickly and effectively solve customer issues: Only 52% of contacts were resolved on the first contact and a
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iPerceptions
OCTOBER 27, 2016
As programmatic cross-channel advertising becomes a standard practice among businesses, marketers are assessing better ways to gather and utilize first-party data (Your website user data).
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