Vonage
OCTOBER 2, 2017
The essential principles of customer service are timeless, but consumer expectations are not. Customers have always wanted a friendly, efficient and reliable service, but with the development of new technology, their expectations have been raised. They want a more efficient service than before. They don’t just want friendly; they want to feel like the service has been personalized for them.
Beyond Philosophy
OCTOBER 2, 2017
. The Three Trends You Can’t Ignore in CX Today. As a Customer Experience professional, understanding three trends today is imperative. Without accepting these tenets, you are thwarting your success before you even begin. However, if you can accept them, you are poised not only to deliver an excellent experience, but you will also position yourself to move it to the next level of greatness.
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Vonage
OCTOBER 2, 2017
Social media has changed the rules of customer service. There was a time when if a customer wanted to complain, they’d have to dial the customer service number and then wait in a queue for 10, 20 or 30 minutes. If they were a bit irritated when they picked up the phone, they were likely to be fuming by the time they got through to an agent. This was partly due to the long wait, but also due to the fact that this set-up led to customers not feeling in control or valued in any way.
ijgolding
OCTOBER 2, 2017
This post is part of the Customer Experience Professionals Association’s Blog Carnival celebrating customer experience. It’s part of a broader celebration of Customer Experience Day 2017. Check out posts from other bloggers at the blog carnival. And learn more about CX Day at: [link]. On the 3rd October 2017, the world will once again celebrate CX Day.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Vonage
OCTOBER 2, 2017
A government employee questioned whether my service teaching had any value for his department. After all, he reasoned, why bother providing customer service excellence to “captive customers” who have no choice? I’ve got many answers to this loaded question. These three pack a punch: First, captive customers may have no choice about whether or not to work with an internal department or government agency, but they have plenty of choice about the attitude they bring to the interactions.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Vonage
OCTOBER 2, 2017
When a business clearly defines its customer service culture in its mission statement, values and goals, great things can happen. The right words inspire, motivate and encourage people to achieve excellence. A great example of how a finely crafted mission statement can create a customer service culture comes out of Singapore. The colonial post office in Singapore’s financial district has been transformed into the luxurious Fullerton Hotel.
Experience Matters
OCTOBER 2, 2017
We published a Temkin Group report, Net Promoter Score Benchmark Study, 2017. This is the fifth year of this study that includes Net Promoter® Scores (NPS®) on 299 companies across 20 industries based on a study of 10,000 U.S. consumers. Here’s the executive summary: Many large companies use Net Promoter® Score (NPS) to evaluate their customers’ loyalty.
Vonage
OCTOBER 2, 2017
Over the last 10 years we have had the pleasure of working with many global organisations, across many sectors; retail, financial services, telecoms, technology, hospitality, professional services on the design and implementation of their Branded Customer Experience * (BCE) programmes. Here are the top CX tips we have learned along the way: 1. Engage the senior leadership early: Top down leadership is important in articulating a clear customer vision and aligning the whole organisation around it
Kerry Bodine
OCTOBER 2, 2017
Happy Customer Experience Day! I hope you and your colleagues are joining one of the many CX Day celebrations around the world. To celebrate today’s global focus on customers, we’re offering a $50 discount on our next customer journey mapping workshop, November 15 & 16 in Chicago. Combined with our early bird registration, you’ll save $150 in total!
Speaker: David Nisbet, 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.
Vonage
OCTOBER 2, 2017
Let’s talk about silos for a second. The concept of silos is so pervasive in business that I don’t even need to define what they are for you — there’s nearly a 100 percent chance you already know. And, to be honest, they’ve been around for years. Machiavelli was actually writing about them in 1513. There’s an argument among some future of work thought leaders that silos don’t even need to exist anymore.
Beyond Philosophy
OCTOBER 2, 2017
It was a slow summer at movie theaters and Hollywood is blaming an unlikely culprit: the online review site Rotten Tomatoes! The New York Times reports that studio executives aren’t fans of the way the website aggregates reviews from critics and audience members. If you aren’t familiar with Rotten Tomatoes, it assigns movies a percentage score based on the relative number of positive and negative reviews.
Vonage
OCTOBER 2, 2017
One workshop participant asked this question about grading customer service excellence: “I’m designing a performance measurement system for our in-house technology team and have run into a disagreement with my boss. “He would grade a support technician as ‘A’ if the Service Level Agreement (SLA) norms have been met, and ‘A+’ for any additional enthusiasm shown.
Alida
OCTOBER 2, 2017
Digital disruption is forcing health care organizations to shape up. Today’s empowered patients are demanding more from health care providers, and as a result health systems are investing more in new technology. According to one estimate, the need to drive digital transformation is pushing the value of health care cloud computing market to $9.49 billion by 2020.
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Totango
OCTOBER 2, 2017
Every company, especially a large enterprise, builds an organizational structure around their customer operations. Whether by region, product, vertical, or any other business parameter they define, Customer Success Managers (CSMs) are broken into teams to give them focus, tailored processes, and specific metrics that make sense for their line of business.
ShepHyken
OCTOBER 2, 2017
Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. How to Become a More Customer Centric Business in 5 Steps b y Mark Sallows. (FitSmallBusiness) Customer centric businesses invest the whole team focus on supporting their prospective and existing customers.
CustomerGauge
OCTOBER 2, 2017
You live, you learn, you stop manhandling passengers. This year, we learned a lot about how vital customer experience has become in competitive economies. The good news is that PR disasters like United Airlines’ passenger service and Equifax’s 143 million post-hacking slip-ups can only help us improve for the future (if we’re smart) and learn […].
Amity
OCTOBER 2, 2017
In September 1995, as I was driving down from Toronto to take a scuba diving trip in Florida, I experienced first-hand the impact of an early warning system. As I reached Jacksonville, authorities began instructing the inhabitants of Florida to evacuate due to the category 4 hurricane headed their way, Opal. Although you can’t prevent a hurricane from happening, early warning systems allow us to save what can be saved and seek shelter when it's most critical.
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Customer Enthusiast
OCTOBER 2, 2017
Have you ever heard someone say, “They don’t pay me enough to do this job”? If I had a captive audience with an employee who expressed this sentiment, I would suggest that until his disposition and performance (e.g., customer service quality) improves, he’s not going to be qualified – or even considered – for a position that offers more compensation or responsibility.
Amity
OCTOBER 2, 2017
In September 1995, as I was driving down from Toronto to take a scuba diving trip in Florida, I experienced first-hand the impact of an early warning system. As I reached Jacksonville, authorities began instructing the inhabitants of Florida to evacuate due to the category 4 hurricane headed their way, Opal. Although you can’t prevent a hurricane from happening, early warning systems allow us to save what can be saved and seek shelter when it's most critical.
Magellan Solutions
OCTOBER 2, 2017
If somebody ever tells you that mobile app development is a big business, you better believe it. Statistics show that the two most popular app stores — Apple and Google Play — have a reported number of around two million apps each. Research shows the revenue from mobile games worldwide for 2016 is over US$ 40 billion. Another study revealed that it was in 2014 when the number of mobile users worldwide exceeded the number of desktop users.
Avaya
OCTOBER 2, 2017
One thing you can be sure of about Avaya at GITEX 2017 Technology Week: We will stand out from the crowd. We’ve been attending this Dubai-based mega-event since 2005 and every year we design our show presence from scratch, to provide fresh and unique info to our customers and partners who invest time in visiting us. Avaya will be at Stand Z-C20 in Za’abeel Hall, Dubai World Trade Center, October 8-12.
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Kapta Customer Success
OCTOBER 2, 2017
The terms Key Account Management and Customer Success are often used interchangeably within organizations. However, while the two strategies share a few common goals, they are completely different in their implementation. Key Account Management Versus Customer Success. The goals of both Key Account Management and customer success are to retain and build relationships with customers.
Clarivate
OCTOBER 2, 2017
ENGLEWOOD, CO , October 2, 2017 – CustomersFirst Now, a Customer Experience (CX) and Journey Mapping company, has been recognized as a ‘Leader’ in the Aragon Research Tech Spectrum for Customer Journey Mapping , 2017. “We are thrilled to be named a Leader in Customer Journey Mapping in Aragon’s report along with other great companies,” says Kerri Nelson, CEO & President of CustomersFirst Now.
Confirmit
OCTOBER 2, 2017
The day is finally up on us! After weeks of counting down some of our favorite customer stories, it is CX Day and we have something rather special to help us – and you - celebrate. Every year, Confirmit recognizes the outstanding work by some of our customers through our ACE Awards program. These awards, “Achievement in Customer Excellence”, were founded in 2005 and the quality of the submissions has improved every year since then, with 2017 being no exception.
Customer Alignment
OCTOBER 2, 2017
“ Customer Experience leaders grow revenue faster than CX laggards, drive higher brand preference, and can charge more for their products. ” — Forrester’s Rick Parish. The benefit of CX is now well documented even if organisations are still struggling to link its value to business outcomes. If its value is recognised, why don’t more organisations learn from CX leaders and strive to deliver more consistent, predictable and enhanced experiences for their customers?
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.
Confirmit
OCTOBER 2, 2017
The day is finally up on us! After weeks of counting down some of our favorite customer stories, it is CX Day and we have something rather special to help us – and you - celebrate. Every year, Confirmit recognizes the outstanding work by some of our customers through our ACE Awards program. These awards, “Achievement in Customer Excellence”, were founded in 2005 and the quality of the submissions has improved every year since then, with 2017 being no exception.
Talkdesk
OCTOBER 2, 2017
When Talkdesk launched AppConnect earlier this year, the goal was simple: give customers a an easy opportunity to try new solutions in their contact center. If that trial adds value for our customers (and their customers), those solutions can then be added in full to their contact center operations. Currently, Talkdesk is running a special promotion to give our customers even better access to two of our AppConnect partners, offering even longer trial periods and a discounted price for those solu
Helen Dewdney
OCTOBER 2, 2017
What has happened? On the 2nd October 2017 Monarch Airlines and Monarch Holidays went into administration including those companies trading as: Monarch Airlines Ltd. Monarch Holidays Ltd (ATOL Number 2275). First Aviation Ltd (ATOL Number 4888) previously trading as Monarch Airlines. Avro Ltd (ATOL Number 1939). Somewhere2stay Ltd. Customers were informed at 4.00am on the 2nd October.
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