Kerry Bodine

MARCH 8, 2017

This post originally appeared in my regular column in Touchpoint Journal , published by the Service Design Network. I’ve been a fan of service design since my introduction to it in grad school —and an active champion of the discipline since my initial involvement with the Service Design Network back in 2010. In fact, I’ve spent a significant amount effort over the past five years helping companies understand what service design is and how it can benefit their organizations.

Chief Customer Officer 216

Chief Customer Officer Innovation Government Study 216

Experience Investigators by 360Connext

MARCH 8, 2017

I get a lot of “what a cool job!” when I describe what I do. It sounds so glamorous. And everyone is a customer, so of course I hear about the worst customer service they ever had, or less frequently, the very best they’ve experienced. It is awesome. I love what I do. But as the idea of customer experience takes off, the mythology around it does, too.

Tips 204

Tips Leadership Customer Journeys Customers 204

CX Journey

MARCH 8, 2017

Know the definition of customer experience insanity? It was Albert Einstein who said: the definition of insanity is doing something over and over again and expecting a different resul t. Sadly, this is a concept that voice of the customer and customer experience professionals are quite familiar with. When these professionals continue using the same tools and the same processes over and over again, yet find they're not making any progress, well, that's customer experience insanity.

Analysis 145

Analysis Analytics Customer Experience Professionals Tools 145

Comm100

MARCH 8, 2017

Like customers, customer service experts come from a wide range of backgrounds, each with their own unique perspective and take on the industry. But with the thousands of #CustomerService tweets, how are you supposed to get exposed to fresh ideas without spending hours or even days trudging through the classic internet information overload? We have compiled the following list of customer service experts so that you don’t have to.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

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Customers

Beyond Philosophy

MARCH 8, 2017

We are fortunate enough to have two homes; one in England and one in the U.S. However, we are unfortunate enough to have two telecom providers; Virgin Media in England and Brighthouse, now Spectrum in Florida. Neither of them provides a Customer Experience worth mentioning—at least not in a positive light. Telecoms are bad at CX around the globe! Back in 2012, we did some research involving over 40 telecoms.

Customer Experience 124

Customer Experience Customer Centricity Poor Customer Service Customer Service Representative 124

Win the Customer

MARCH 8, 2017

In a year of lackluster Super Bowl ads, one brand that stood out was a spot for antioxidant infusion drink Bai Brands, recently acquired by Dr. Pepper Snapple Group. The ad featured Christopher Walken reciting the lyrics for the 2000 N’SYNC hit “Bye Bye Bye,” accompanied by N’SYNC veteran Justin Timberlake looking on quizzically. The commercial combined humor with nostalgia to appeal to multiple demographics, targeting both Generation X audiences old enough to remember Walken in his

Case Study 118

Case Study Study Brands Customer Experience 118

ShepHyken

MARCH 8, 2017

Customer service is what I’m all about. It is my life’s mission to help companies create a customer service experience that customers think is amazing. So, I thought it would be nice to own the domain name CustomerService.com. But, surely some company that is totally focused on their customers would already own it. So, I typed the URL into the Internet browser and found out… it was for sale.

Customer Service 113

Customer Service Banking Customer Service Training Customers 113

CustomerGauge

MARCH 8, 2017

I’m sure you’ve heard the phrase “It’s about the journey, not the destination.” Before you say “spare me hippie,” reflect on that statement for a minute. So often companies, particularly multi-channel retailers, are looking for that purchase destination when it comes to the customer journey. Here’s the thing though: your job doesn’t end when the […].

Customer Journeys 64

Customer Journeys Retail Multi-Channel Customers 64

Eptica

MARCH 8, 2017

Date: Wednesday, March 8, 2017 Bridging the APAC communication gap between humans and machines. Published on: March 08, 2017. Author: Vincent Giraud Customers today want fast answers to their questions and to have a seamless, informed conversation with companies , whatever their request might be. This is especially true in Asia Pacific, with research finding that APAC consumers are far ahead of those in other regions.

Communication 49

Communication Self Service Social Media Knowledge Base 49

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Communication

CustomerGauge

MARCH 8, 2017

Co-founders Adam Dorrell and Camilla Scholten, along with our other product team leaders, give us a “behind the scenes” look at how they used Voice of the Customer (VoC) to inform their biggest release to date—CustomerGauge 4.0. Learn more about the all-new Report Hub in our other blog post, or check out the press release […]. The post CustomerGauge 4.0—Behind the Scenes appeared first on CustomerGauge.

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Report Video Customers 60

ForeSee

MARCH 8, 2017

Connect: The ForeSee Summit is our annual client event that brings together the movers and shakers advancing customer experience across many sectors. One in particular we’d like to highlight is healthcare, The post Why CX pros in healthcare won’t want to miss these ForeSee Summit sessions appeared first on ForeSee.

Healthcare 40

Healthcare Connections Customer Experience Customers 40

The DiJulius Group

MARCH 8, 2017

Mistakes Happen By now you have probably seen the Oscar screw-up in which Warren Beatty and Faye Dunaway where given the wrong envelope and falsely announced that “La La Land” had won the Academy Award for best picture. It was a very unfortunate mistake, one I think the majority of the public felt bad […].

Customer Service 40

Customer Service Customers 40

Forrester's Customer Insights

MARCH 8, 2017

The new data economy isn't about data; it is about insights. How can I increase the availability of my locomotive fleet? How can I extend the longevity of my new tires? How can I improve my on-time-in-full rate? Which subscribers are most likely to churn in the near future? Where is the best location to build a new restaurant franchise or open a new retail outlet?

Data 46

Data Retail Analytics Report 46

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Tips

dscout People Nerds

MARCH 8, 2017

Fjord’s Martha Cotton on building a continuous practice of human understanding.

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Verint

MARCH 8, 2017

The Intelligent Contact Center meets customers when and where they are, providing connected service on a variety of channels. So, what does this actually look like in practice—and how can you get started to provide intelligent service to your customers?

Contact Center 29

Contact Center Meeting Connections First Call Resolution 29

dscout People Nerds

MARCH 8, 2017

Inflexible surveys and expensive focus groups don’t have to hold your insights hostage.

Study 40

Study Strategy Groups Survey 40

Brad Cleveland Blog

MARCH 8, 2017

The post Cutting Costs with Minimum Impact on Customers appeared first on Brad Cleveland.

Customers 26

Customers Contact Center Call Center Video 26

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

Amity

MARCH 8, 2017

With its unified and integrated platform, Sysomos , leader in social marketing and analytics, allows marketers and researchers to listen, curate, engage, publish, and analyze social content. As Sysomos grew and gained momentum, Customer Success became a true pillar of its culture. Making sure every single one of their 1,200+ customers achieves the best possible outcomes using Sysomos is a true mission statement for all departments in the company.

Customer Success 57

Customer Success Customers Culture Analytics 57

Brad Cleveland Blog

MARCH 8, 2017

Customers 20

Customers Contact Center Call Center Video 20

ReviewTrackers

MARCH 8, 2017

Healthcare consumers are more likely to review their physicians on online review sites after a negative patient experience, according to research by customer feedback software company ReviewTrackers. The research is based on a January 2017 local search and online reviews survey, as well as findings from an analysis of over 30,100 online patient reviews of more than 2,000 healthcare professionals and facilities.

Healthcare 95

Healthcare Feedback Hospitality Social Media 95

Brad Cleveland Blog

MARCH 8, 2017

Customers 20

Customers Contact Center Call Center Video 20

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Training

Clarabridge

MARCH 8, 2017

Financial regulatory laws strictly govern the handling of complaints in banks and other financial institutions. The Wall Street Journal reports that in 2014, US and European banks paid nearly $65 billion in penalties and fines. This record-breaking number was an increase of about 40% over 2013, which was the previous high. Some of these penalties are directly tied to ineffective complaints reporting and management.

Banking 45

Banking Management Net Promoter Score Financial 45

Michelli Experience

MARCH 8, 2017

Infographics 214

Infographics Customers Customer Experience Design Consulting 214

Clarabridge

MARCH 8, 2017

Financial regulatory laws strictly govern the handling of complaints in banks and other financial institutions. The Wall Street Journal reports that in 2014, US and European banks paid nearly $65 billion in penalties and fines. This record-breaking number was an increase of about 40% over 2013, which was the previous high. Some of these penalties are directly tied to ineffective complaints reporting and management.

Banking 45

Banking Management Net Promoter Score Financial 45

Provide Support

MARCH 8, 2017

Customer service has shifted more and more online over the past couple of decades, and increasingly that means customers are reaching out via social media when they have an issue that they’d like you to resolve. It’s a great opportunity for businesses, as this kind of semi-formal interaction is likely to increase that customer’s spend by 20-40% when they are dealt with appropriately.

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Social Media Infographics How To Course 61

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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

Customer Experience