ijgolding

NOVEMBER 23, 2018

When it comes to the subject of Customer Experience (CX), everyone has an opinion. Differing opinions are not a bad thing – it is incredibly healthy for there to be differing perspectives on all things in this life. Whilst I will not bore you with my personal opinions on staple subjects such as politics (especially in the shadow of Brexit!!) or religion, I will always share my opinions on my favourite subject of all – my vocation – CX!

Measurement 208

Measurement Banking Gamification Financial 208

Customer Bliss

NOVEMBER 23, 2018

While many of us are taking some much-needed downtime this week, I want to thank all of you for listening to the podcast. I truly appreciate your support; it helps keep this show going! Of course, I’m grateful for having the opportunity to meet and chat with all of these wonderful guests who share their wisdom, strategies, and tactics with us.

Employee Experience 143

Employee Experience Loyalty Programs Chief Customer Officer Loyalty 143

Alida

NOVEMBER 23, 2018

Vision Critical recently hosted an Agile CX lunch event in the city of Melbourne. We encouraged storytelling, peer-to-peer networking and the sharing of insights and ideas. Across the group of 20 CX and insights leaders, we were fortunate to have an array of industries and brands attend, including Foxtel, Myer, ME Bank and Carsales. During the afternoon gathering, Ian Jackman, Head of Data Enablement captured the audience to speak about his journey of establishing the true voice of the customer

Brands 113

Brands Customer Journeys Banking Metrics 113

Beyond Philosophy

NOVEMBER 23, 2018

There is a big difference between what customers say they want and what they buy. For example, Disney know that when they ask their customers what they would like to eat at their theme park that people will say they would like to have an option of a salad. Disney also knows that people don’t eat salads at theme parks! They eat hot dogs and burgers.

How To 107

How To Examples Marketing Customer Experience 107

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.

Data

ShepHyken

NOVEMBER 23, 2018

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? One could claim that quality is in the eye of the beholder, but that’s only partially true. When we break things down into core principles, we see that we all yearn for certain attributes while abhorring others.

Self Service 107

Self Service Effort Score Guidelines Tips 107

ShepHyken

NOVEMBER 23, 2018

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? One could claim that quality is in the eye of the beholder, but that’s only partially true. When we break things down into core principles , we see that we all yearn for certain attributes while abhorring others.

Self Service 68

Self Service Effort Score Guidelines Tips 68

NetBase

NOVEMBER 23, 2018

Ever since Coke taught the world to sing in perfect harmony in the 1970s, and likely even before that, the beverage giant has demonstrated its ability to capture the hearts and minds of consumers, particularly around the holidays. And its latest efforts, informed by social media listening , revolve around promoting Coke Zero and other sugar-free options in the UK.

Social Media 46

Social Media Entertainment Advertising Trends 46

Magellan Solutions

NOVEMBER 23, 2018

Place yourself in your customers’ shoes. How would you feel if your order isn’t properly placed? Or when it arrived later than the person managing order taking services told you? Or what if it suddenly got canceled without prior notice? Will you be patient? In real life, only a few people can do that especially when they are hungry. Irritated?

Customer Satisfaction 45

Customer Satisfaction Customer Journeys Call Center Social Media 45

MyCustomer

NOVEMBER 23, 2018

Engagement. How will 2018’s tech announcements transform CX?

Customer Experience 65

Customer Experience Engagement Customers 65

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LiveChat

NOVEMBER 23, 2018

Leads. Leads. Leads. Working in any eCommerce, sales or SaaS organization, this is the only word that gets thrown around the company like a stuck record. Not only is generating leads the lifeblood of any organization but converting them means that everyone in your company can still keep their job. In this article, I am going to take a practical look at what I am currently doing in my organization to generate leads that are 82% guaranteed to convert to sales.

Insurance 28

Insurance Industry How To Groups 28

Brandwatch CX

NOVEMBER 23, 2018

Data 61

Data 61

NICE inContact

NOVEMBER 23, 2018

Spend any time around a contact center and you’ll likely hear the acronym FCR. What does FCR stand for? The definition has changed a bit over time as call centers transformed into contact centers that handle more than just calls. Back in the call center days, FCR stood for First Call Resolution. Today FCR is commonly understood to mean First Contact Resolution. .

First Call Resolution 123

First Call Resolution Measurement Average Handle Time Call Center 123

Oracle

NOVEMBER 23, 2018

In 1993, two psychologists undertook a now-famous experiment into the impact of ‘atmospherics’ upon consumer purchasing behaviors. Taking over a popular US wine store, David Kim and Charles Areni of Texas Tech University spent two months alternating the music played in-store between classical and pop. As potential buyers entered the store, Kim and Areni monitored the number of people who examined, handled, and purchased wine, along with how much they were willing to spend on a partic

Consumers 52

Consumers Retail Ecommerce eBook 52

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