Thu.Aug 24, 2017

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Candidate experience is also customer experience

Customer Bliss

I have said this over the years, and recently, several of my podcast guests have also discussed it: there is an ever-increasing need to think of employees as customers as well, i.e. internal customers. Retention rates in major companies have been dropping for years, for a variety of reasons: more flexible work options, people pursuing their own ventures or teaming with startups, bad management, etc.

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A Moment of Truth in 47b

InMoment XI

Recently, I was traveling from Frankfurt, Germany to Washington DC on a major airline. As I boarded the plane and took my seat (47B), the flight attendant was broadcasting a welcome message and bragging that this was a “new” state of the art passenger jet, the most advanced aircraft on the planet. Every seat provided. View Article.

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What are Bank Contact Centers Doing Right?

NICE inContact

inContact’s research shows that banking was in the highest tier for customer satisfaction with 54% of respondents ranking it for the most satisfied recent interaction. The American Customer Satisfaction Index (ACSI) reported that banking customer satisfaction increased 5.3% for 2016, and courtesy and helpfulness of tellers or other staff was the top ranking subset, website satisfaction next and call center satisfaction rounding out some of the top categories of rating.

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A Moment of Truth in 47b

InMoment XI

Recently, I was traveling from Frankfurt, Germany to Washington DC on a major airline. As I boarded the plane and took my seat (47B), the flight attendant was broadcasting a welcome message and bragging that this was a “new” state of the art passenger jet, the most advanced aircraft on the planet. Every seat provided.

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From Data to Decisions: Maximizing Retail Potential with AI

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.

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What are Bank Contact Centers Doing Right?

NICE inContact

inContact’s research shows that banking was in the highest tier for customer satisfaction with 54% of respondents ranking it for the most satisfied recent interaction. The American Customer Satisfaction Index (ACSI) reported that banking customer satisfaction increased 5.3% for 2016, and courtesy and helpfulness of tellers or other staff was the top ranking subset, website satisfaction next and call center satisfaction rounding out some of the top categories of rating.

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CX Journey™ Musings: The Problem with Journey Maps

CX Journey

Image courtesy of Pixabay There's a problem with journey maps? Well, not with the maps themselves but with how people talk about them. I love attending webinars and reading articles about journey mapping because I'm always curious about how others talk about them, what their approaches are, what outcomes they've achieved, etc. As I read or listen, I'm hopeful that the author or presenter will share some great success stories and get the audience excited about what can be done when you map custom

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From NPS to Ah-Ha! How Agree.com Found Success Through Net Promoter

Promoter.io

When Agree.com, a SaaS tool that simplifies contracts for event-based contractors, decided to start measuring their NPS, their goal was to simply make sure that they were meeting the expectations of their customers. What they didn’t realize initially was that the value of the NPS process was going to be so much greater than they […]. The post From NPS to Ah-Ha!

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Perfect Match: The Suitable BPO Services For Your Company Needs

Magellan Solutions

To cater to the different and evolving needs of their clientele, the most competitive outsourcing companies today are offering BPO services that are not just enough to fill in the skill gaps but are perfectly suited to their client’s particular needs and preferences. The competition in the BPO industry is steadily increasing, as more and more clients are expecting customized BPO solutions that perfectly match their specific business needs.

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Running a Terrific Customer Meeting (Before, During, and After)

Amity

Louise Philp, CCO at Amity, knows a thing or two about Customer Success. We decided to get her advice on some questions we receive from community members. Dear Louise, What are some best practices around preparing, delivering, and following up from a customer meeting? Customer meetings are great relationship building tool, but they’re too often conducted as a “check-in” call that doesn’t deliver added value and fails in pushing the relationship forward.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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Tips for Increasing Readability of Customer Communications

Topdown

Forrester recently established the correlation between clear customer communications and increasing revenue. Using plain and simple language builds trust, which improves customer experience and retention, which positively impacts your bottom line. In contrast, confused customers call your support line for clarification or leave your brand for one they see as more trustworthy and easy to deal with, costing you money.

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Running a Terrific Customer Meeting (Before, During, and After)

Amity

Louise Philp, CCO at Amity, knows a thing or two about Customer Success. We decided to get her advice on some questions we receive from community members. Dear Louise, What are some best practices around preparing, delivering, and following up from a customer meeting? Customer meetings are a great relationship building tool, but they’re too often conducted as a “check-in” call that doesn’t deliver added value and fails in pushing the relationship forward.

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What is a Webhook and how can I use them?

Inbenta

If you were offered something that could save you valuable time, would you say no? That is essentially what a Webhook is. It is a user-defined HTTP callback which retrieves and stores data from an event, usually from outside of your software application. As opposed to an API which requires you to be constantly polling , webhooks will let you know when information has been received, saving you valuable time.

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7 Ways to Keep Patients Returning

ReviewTrackers

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: Patients have choices when it comes to deciding on a healthcare provider. Here are some tips about how to create a positive patient experience. Subscribe to receive these stories and more every week in your inbox.

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

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?

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How Talkdesk Stays on Top of PCI Compliance

Talkdesk

Conversations that take place through Talkdesk are a great way to exchange information, but not all information can be treated the same way, especially individual payment information. This sensitive data needs to be treated differently. In fact, the Payment Card Industry Data Security Standard is a standard set to maintain control over the transmission and storage of personal payment information.

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Why Happy Customers Don’t Become Repeat Customers — and How to Get Them Back

ReviewTrackers

This article was written by Brandon Carter, a customer engagement and loyalty writer and analyst for Access Development. Read more of his articles over on the Access Loyalty Blog. Customers and Your Business: Love at First Sight? Movies and novels throughout history have convinced us that there is such a thing as “love at first sight.”. And you know what: it’s true!

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Ready to Soar? Align Your Analytics and Customer Engagement Strategies

Verint

What are customers telling you? What drives their behavior? Which behaviors are impacting your business right now? These questions have never been easy to answer—but today, there are more opportunities to address these questions. The answers can drive business and workforce optimization at your organization—by incorporating advanced analytics as part of your customer engagement strategy.

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Are you Underestimating the Importance of a Customer Service Experience Improvement Plan?

Bold360

If you’re looking to improve your customer experience in 2017, you’re not alone. In fact, in the 2017 Digital Trends Survey, completed by Adobe and eConsultancy, CX ranked as the highest priority for 63% of marketers. But why is CX so important? In the past, elements such as data driven marketing, mobile optimization, personalization or even cross-channel marketing have taken the spotlight.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Universal Routing is Tao for the Omnichannel Contact Center

Avaya

Is the key to omnichannel simply adding more channels? That is, if you supported every fathomable channel—all of which were seamlessly integrated—would your contact center become its strongest? I’d say no. Not until you’re ready to evolve a core element of omnichannel that is often overlooked. Read on to learn the impact that universal routing can have.