February, 2016

5-Minute CEO Hack For Creating a Customer-Inspired Culture

AskNicely

How can the CEO of a major organization change the company culture in just five minutes a day? A few years ago, I found that I was asking myself the same question.

The 7 Essential Differences Between Simply Responding to Customers and Providing True Customer Service

C3Centricity

A longer post than usual this week, but one that will make you smile, if not laugh out loud! It describes one recent personal example of disinterested client support, from which I have drawn seven learnings for everyone wanting to deliver true customer service.

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How To Become The Head Of Customer Experience

Customer Bliss

There has been much talk in recent years about a C-Suite role for head of customer experience, or CCO — Chief Customer Officer. Even B2B brands, which traditionally focuses on sales rather than organic customer growth, are starting to adopt this head of customer experience role in droves.

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My Agent eXperience Selected as 2016 Customer Product of the Year

NICE inContact

We are thrilled to announce that Customer Magazine has selected inContact My Agent eXperience™ (MAX) as a 2016 Customer Product of the Year.

Increased Customer Satisfaction and Lower Call Volume During Rapid Expansion

Learn how a customized support solution for a rapidly expanding company resulted in increased customer satisfaction and decreased support calls.

Episode 14 – Telephone Skills That Improve the Customer Experience and Satisfaction - Transforming the Customer Experience

Kristina Evey

Almost every company in the world interacts with customers on the phone to some extent. But how many do it WELL? This podcast shares proven methods that will present your company in the most professional manner anytime a customer calls.

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I didn’t choose CX – it chose me!! Heather Grisedale explains how she became a CCXP

ijgolding

How do you become a Customer Experience Professional? I cannot imagine that there are young children all over the world who wake up dreaming of becoming one!! I personally wanted to be a police officer when I was a little boy – my life did not quite work out like that!

5-Minute CEO Hack For Creating a Customer-Inspired Culture

AskNicely

How can the CEO of a major organization change the company culture in just five minutes a day? A few years ago, I found that I was asking myself the same question.

There Are No Secrets to Zipcar’s Journey Map Success

Customer Bliss

How does your organization utilize the journey map? As the framework to consistently drive company focus that lines up your customer listening, improvement, and planning efforts? Or are the silos still promoting their internal processes as a “journey”?

The Cloud in 2016: What’s Driving Adoption Now

NICE inContact

As I talk to many new customers about why they are moving to the cloud, I’m seeing several trends that demonstrate how we’re helping companies achieve their goals.

3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

9 Things to Do Before You Send Online Surveys

GetFeedback

To collect valuable feedback, you have to ask for it the right way. Before you send online surveys, check these to-dos off your list. Articles

Survey 195

Modernize Leadership: Shifting 8 Outdated Management Practices

Experience Matters

Over the previous decade, I’ve had the opportunity to work with and study thousands of companies. One of the things that I’ve noticed is that the world has changed a lot, but organizational management has stayed substantially the same. Technology has enabled entirely new practices and we’ve developed a much deeper understanding of what drives human behaviors and business success. […].

They say elephants never forget… but what about customers?

ijgolding

It is extremely likely that we have all heard the phrase ‘an elephant never forgets’ at some point in our lives. Like many well known sayings, it is also likely that you have never questioned whether or not this is actually true.

Personalize to Improve Your Customer Satisfaction & Make Your Customers Happy! - Transforming the Customer Experience

Kristina Evey

Understand WHY Customers Remain Loyal to Your Company. Improving customer service and profits… many companies make this so very complicated. Once you realize that you can design service into your processes, it makes much more sense.

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

5 Decision-Making Styles Of Customer-Focused CEOs

Customer Bliss

We’ve talked before on this blog about the need to be a customer-focused CEO. But since CEOs are often the major decision-maker within an organization, it’s important to understand the decision-making styles of customer-focused CEOs.

Overcoming Obstacles of a Remote Workforce

NICE inContact

A few short decades ago handling the daily communications and operations of the workplace was completely different. Transmitting a file meant waiting on a fax to slowly transcribe an original paper document on the sender’s side to a flimsy, waxy roll of paper on the receiver’s end.

5 Online Survey Types That Help Build a Better Business

GetFeedback

Learn the five most common use cases for online surveys, and how your business can use them to gather valuable feedback to improve and be successful. Articles

Survey 195

How to Win in the World of Connected Customers

Kayako

Businesses are defined by what their customers say about them. And as social media platforms like Twitter and Facebook have risen up to the mainstream, and mobile internet and smartphone usage has boomed, customers have become much more connected.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

Creating Empowered Employees

MaritzCX

The great American poet Mike Tyson once said, “Everybody’s got a plan until they get punched in the mouth.” In military parlance, we say, “No plan survives contact with the enemy.” Whether it’s boxing, combat operations or business, it’s imperative to have a plan.

Heart or head first? Which is more important in driving great Customer Experiences?

ijgolding

One of my Fathers most memorable quotes when I was a young boy was ‘engage your brain before opening your mouth!’ ’ – I am unlikely to be the only adult who was given this type of advice in their youth!

Multichannel Support Will Burn Out your Customer Support Team in 2016

Experience Investigators by 360Connext

Managing time and workload will be the biggest challenge that customer support professionals face in 2016. With the rise of multichannel support, there’s a risk that support professionals will burn out if they don’t take steps to manage their workload more effectively.

Quickly Accept Accountability When Things Go Wrong

Customer Bliss

Your apology is your humanity litmus test. It is unavoidable that at some point, your business will suffer a failure that disappoints customers.

The Employee Factor - Perfecting Your CX From Within

Speaker: Dennis Snow, President, Snow & Associates

Too often, organizations and their CX experts only look at the company's relationship with the customer to look for improvement. While it's essential to creating the perfect customer journey, it's only one aspect. It's time to look within: at your employees' relationships with each other, and with the company. Not only does it take powerful leadership, but a complete shift in focus: your company must be customer-centric in every function.Based on his 20-years with Walt Disney World along with many years of consulting with organizations around the world, Dennis Snow will provide a “how-to” program for engaging employees in delivering outstanding customer service. This webinar will provide you with strategic tools that can be used to raise the bar of service throughout your organization

The Three Most Important Questions to Ask About the Future of Customer Service

BlueOcean

One of our most popular blog posts focuses on which contact center predictions from the past few years have come true in the world of outsourced customer service.

The Power of Love & Appreciation

Experience Matters

As part of our ongoing consumer research, we track consumer attitudes across a number of different dimensions. With Valentine’s Day coming up this Sunday, I decided to analyze our Q1 2016 survey of 10,000 U.S. consumers and examine responses to the question: “To what degree do you agree with the statement: I feel loved and appreciated.” ” In […]. Customer experience

A Free CX Design Tutorial from my Barber, Johnny

MaritzCX

To immerse yourself in what good customer experience design looks like, one need to go no further than the Riviera Barber Shop in Redondo Beach, California. I used to view getting a haircut as a mundane task that had to be endured like mowing the lawn or renewing my drivers’ license.

Do You Have a Funny Bone? The 3 Vital “Bones” Required by All Customer Experience Leaders!

ijgolding

It is with great pleasure that I enter my second calendar year as a CustomerThink Advisor. This year the focus of my exclusive column is evolving – from a generic view of the importance of doing the right thing, for customers and employees to a more specific focus on skills.

How to Create Strong Community Personas

Speaker: Carrie Melissa Jones, Community Consultant

Ever wonder how to build effective community personas? Join Vanilla Forums on Tuesday, June 16th at 12 PM ET as Carrie Melissa Jones, Co-Author of Building Brand Communities, clears away the noise around community personas and gives you a method for doing member research to refine your personas.

Webinar: How to Stop Your Customers From Leaving You

Kayako

No business wants to lose customers. But before throwing more money at the marketing and sales departments, have you ever looked at why some customers churn?

Are you SURE you’re Hiring the Right person?

Experience Investigators by 360Connext

Employee engagement is a key driver in delivering great customer experiences. Without a dedicated and engaged workforce, customer complaints increase, loyalty decreases, and the company is less successful. And while it’s of course critically important to keep employees engaged and enthused about their work, it starts with who they are. Toxic people come in many forms, […]. The post Are you SURE you’re Hiring the Right person? appeared first on Customer Experience Consulting.

4 Ways To Preserve Customer Loyalty When Call Volume Spikes [SlideShare]

BlueOcean

As experts in forecasting, we know call volume spikes are inevitable and not always predictable.