Customer Bliss
JUNE 9, 2016
“Proactive experience reliability and innovation” — which is another way of discussing design for reliability — is one of my five customer experience competencies , which I’ve developed over 30+ years of doing this customer-driven work with companies of all sizes. In Episode 3 of my new podcast , I talk a good deal about design for reliability with Scott Dille, a Senior Vice President at Northern Trust.
Who's Your Gladys?
JUNE 9, 2016
It takes more than quality products and services to gain customer loyalty. It’s the “customer experience” that makes or breaks client ties. By developing a few simple habits, you can win new business and keep long-term customer relationships strong. Here are three habits worth reinforcing: The Clarity. The post Building Customer Loyalty: 3 Habits That Create Strong Customer Connections appeared first on Who's Your Gladys?
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Kayako
JUNE 9, 2016
Almost everybody would like to get paid more for the work they do… but not everyone has the ability or guts to ask for a pay rise. It can be overwhelming. Particularly for humble customer support teams, who are secretly people pleasers, and find it difficult to put themselves before others for a change. Consider this: in the average annual salary review, you’ll be offered a 5% pay rise.
NICE inContact
JUNE 9, 2016
No, this is not another story about how customers are changing because of iTunes, hands-free calling, mobile shopping, show-rooming or what Zappos and Amazon are doing now. This is a story about finding the hidden gems in your customer interaction data. And the good news is you don’t need “Big Data” to find them. Every customer interaction has value from an intelligence perspective.
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.
Kayako
JUNE 9, 2016
Almost everybody would like to get paid more for the work they do… but not everyone has the ability or guts to ask for a pay rise. It can be overwhelming. Particularly for humble customer support teams, who are secretly people pleasers, and find it difficult to put themselves before others for a change. Consider this: in the average annual salary review, you’ll be offered a 5% pay rise.
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 9, 2016
Image courtesy of CountyLemonade Still not convinced you need to map customer journeys? Earlier this week, I wrote about how eye opening journey maps and journey mapping workshops are. If you aren't mapping yet and still need to be convinced, I'll do my best to provide you some more reasons to map customer journeys. More? Yup. A couple years ago, I wrote a popular post titled 18 Reasons to Map Customer Journeys.
Promoter.io
JUNE 9, 2016
This might sound kind of weird to hear me say but, as a company, your goal shouldn’t be to simply “increase your NPS score”. Let me explain. Your Net Promoter Score is simply a reflection of your customers’ sentiment. It’s a result of your efforts, not the goal itself. If you’re solely focused on increasing […]. The post The Only Way to Improve Your Net Promoter Score appeared first on Promoter.io Blog.
Topdown
JUNE 9, 2016
The title of Micah Solomon’s recent Forbes article caught my eye: “ Stupid Touchpoints Are Worse Than No Touchpoints in Customer Service and Customer Experience.” It proved to be an entertaining and worthwhile read, reminding those of us in customer experience (CX) and customer communications management (CCM) to think very hard about the reasons and ways we touch customers before we start touching them inappropriately (i.e., everywhere, all the time, and turning them off in the process).
Think Customers
JUNE 9, 2016
When it comes to designing, delivering, and optimizing the customer experience, it's amazing how many mistakes companies make. Recently, experts in the space have been busy writing about how to avoid making such blunders. . There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
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ForeSee
JUNE 9, 2016
Contrary to the assumption that everyone is unhappy with their wireless provider, a new report shows that overall customer satisfaction is fairly high — with ForeSee client T-Mobile leading. The post In Wireless Provider Customer Satisfaction, T-Mobile Leads The Pack appeared first on ForeSee.
CSM Magazine
JUNE 9, 2016
When it comes to choosing a name for your customer service department you can be as creative as you want to be or take a more traditional approach. The choice is yours! Here are a few ideas to get you started. Customer Relations Department. Client Service Center. Customer Service. Customer Services. Client Service Department. Client Service Support.
Natalie Petouhof
JUNE 9, 2016
Tweet Is social CRM dead? Depends on what you consider social CRM to be. With the partnering of Lithium Technologies and Microsoft Dynamics, we will see yet a new and more extensive version of intelligent customer engagements. The partnership includes Microsoft Dynamics and Lithium’s community data, social customer intelligence and analytics. The expectation of the value of an online community is often associated with cost savings – just as call deflections can reduce the costs of customer servi
Talkdesk
JUNE 9, 2016
Being a call center agent is a unique experience. From the call queues to the adamant repeat callers, it’s hard to sum up exactly what it’s like to man the phones. But… we thought we’d try anyway. Here are ten things only call center agents will understand: 1.You’ve “Worked from Home” in Six Different States. Cloud-based call center software is a beautiful thing. 2.
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Avaya
JUNE 9, 2016
I was on a call the other day when my husband, a once avid runner looking to get started again, texted me a picture from the shoe store. He had dropped in to browse running shoes from his favorite manufacturer and wanted my opinion on the style and color of one particular pair. Now, I’m no running shoe snob, but these were the ugliest shoes I’ve ever seen.
CSM Magazine
JUNE 9, 2016
In business today, excellence in customer experience is not just a buzzword. It is an absolute necessity. Even so, it remains a rare experience. But what if e-commerce merchants had the ability to not only collect massive amounts of data about their customers’ experience and behavior, but also to use it to anticipate and deliver the seamless, targeted experience those customers really want?
Smith+co CX
JUNE 9, 2016
As Mike Ashley stood before MPs this week to defend his business, it was clear that he didn’t have a handle on everything that was happening within his own company, and the Sports Direct boss went on to admit as much. Now, I’m no great fan of Sports Direct, but there’s no denying that as a ‘business’ it’s been incredibly successful, growing rapidly by getting the value equation perfect for their customers.
Customer Interactions
JUNE 9, 2016
With a Clear View of CSAT Scores, NPS, Social Sentiment and More, You Can See Forever
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Brad Cleveland Blog
JUNE 9, 2016
Here are some recent statistics that we gathered for the latest issue of The Edge of Service. Compared with disengaged employees, highly engaged employees are more than 4X as likely to recommend the company’s products and services and do something … Continue reading → The post Recent Statistics on Employee Engagement appeared first on Brad Cleveland.
Brad Cleveland Blog
JUNE 9, 2016
Here are some recent statistics that we gathered for the latest issue of The Edge of Service. Compared with disengaged employees, highly engaged employees are more than 4X as likely to recommend the company’s products and services and do something good for the company that is not expected of them, 2.
Brad Cleveland Blog
JUNE 9, 2016
Here are some recent statistics that we gathered for the latest issue of The Edge of Service. Compared with disengaged employees, highly engaged employees are more than 4X as likely to recommend the company’s products and services and do something good for the company that is not expected of them, 2.
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