Sat.Jun 04, 2016 - Fri.Jun 10, 2016

New Thinking, New Ideas, New Successes!

C3Centricity

Things have been pretty hectic for me these past few weeks. As you read this, I am in New York presenting at the CASRO Technology and Innovation Event, 6th to 7th June. If you’re attending the event, please stop me and say “HI”; it would be awesome to meet some of my Amercian readers! I [.]. The post New Thinking, New Ideas, New Successes! appeared first on C3Centricity.

The Customer is Changing: Decipher the Clues

NICE inContact

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. So, what should you do with it? Digging into daily interactions can bring new meaning to your business.

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Improve customer experience through design for reliability

Customer Bliss

“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.

The Muhammad Ali Experience: 5 Lessons to Win By

Michelli Experience

Muhammad Ali was not only a civil rights advocate and exceptionally talented boxer – he was and will be an enduring brand. From an advertising perspective, his equity extended in commercial endorsements of brands like Louis Vuitton, Porsche, Apple, Coke, Gatorade, and Pizza Hut. So what can every business leader learn from the brand experience consistently delivered by Muhammad Ali?

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

3 Ways to Update Customer Experience for Millennials

Experience Investigators by 360Connext

Do millennials really approach everything differently than generations before them? Or are the challenges of designing for them simply the same challenges as designing and delivering experiences for any group? Yes, millennials approach the world a little differently. But so does every generation. What should we remember as we design workplaces as we update customer […]. The post 3 Ways to Update Customer Experience for Millennials appeared first on Customer Experience Consulting.

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Keeping Up with the Data Eruption

MaritzCX

7 Ways to Make Sure You’re Getting the Most of Your Unstructured Data with Text Analytics Today and Tomorrow Yesterday my 10-year-old daughter sent 43 text messages, posted 8 Musical.ly videos, and put up two new Instagram posts. And given the fact she spent 8 hours at school and 4 hours at gymnastics practice, that. View Article. General

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Report: The State of the CX Management, 2015

Experience Matters

We just published a Temkin Group report, The State of the CX Management, 2016. This is the seventh annual benchmark of CX activities, competencies, and maturity levels. Here’s the executive summary: For the seventh straight year, Temkin Group surveyed large companies to evaluate the state of their Customer Experience (CX) management. This year we found an […]. 4 CX Core Competencies Benchmarks Customer experience Temkin Group Research Trends

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Why Positive Word-of-Mouth is Insanely Powerful

Experience Investigators by 360Connext

What do you think when someone tells you about something that’s “gone viral?” Do you think it’s a funny video? A cringe-worthy comment? A parody of the latest topic in the zeitgeist? I don’t know about you, but I don’t think of customer experience as a recipe for going viral. Cat videos? Absolutely. Great customer service? […]. The post Why Positive Word-of-Mouth is Insanely Powerful appeared first on Customer Experience Consulting.

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Over-engineering the Customer Experience – ‘Digital’ is not the answer to everything!

ijgolding

This article was originally written for my exclusive column on mycustomer.com – a hugely valuable and rich resource of information, expertise and inspiration for CX Professionals. You can find the original article here. Unless you have been living in a cave for the last twenty years, it will not have escaped your notice that the world has been undergoing a technological revolution.

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6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Keeping Up with the Data Eruption

MaritzCX

7 Ways to Make Sure You’re Getting the Most of Your Unstructured Data with Text Analytics Today and Tomorrow Yesterday my 10-year-old daughter sent 43 text messages, posted 8 Musical.ly videos, and put up two new Instagram posts. And given the fact she spent 8 hours at school and 4 hours at gymnastics practice, that. View Article

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Temkin Group is Coming to Australia… Join Us!

Experience Matters

For years, I’ve been getting emails asking “when will Temkin Group come to Australia?” ” We’ve wanted to go for a while (for both personal and professional reasons), but it just hasn’t worked with our schedules. Well, it’s finally happening. Aimee, Karen, and I will be heading to Australia in August! Do you want to see […]. Customer experience

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How to Get a Pay Rise as a Customer Support Manager

Kayako

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.

How to Prevent Difficult Customers in Retail: Brick and Mortar

Comm100

If you read our last post, How to Prevent Difficult Customers in Retail: Online , you know we believe that when it comes to difficult customers, prevention is key. Your brick and mortar store is just as important as your online presence. According to the ICSC (The International Council of Shopping Centers), 78% of consumers still prefer shopping at a physical store. And just like in your online store, customers have plenty of room to grow difficult in a brick and mortar setting.

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The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Keeping Up with the Data Eruption

MaritzCX

7 Ways to Make Sure You’re Getting the Most of Your Unstructured Data with Text Analytics Today and Tomorrow Yesterday my 10-year-old daughter sent 43 text messages, posted 8 Musical.ly videos, and put up two new Instagram posts. And given the fact she spent 8 hours at school and 4 hours at gymnastics practice, that. View Article

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Why Asking for Contact Center Pricing Shouldn’t Be Your First Question

BlueOcean

We get it: As a business, managing costs is one of your top priorities. You want to ensure every decision you make is cost-effective and produces sufficient return on investment. That’s why when you’re searching for a new contact center outsourcer, one of your first questions is about pricing. Although we understand the motivation behind that question, we believe that contact center pricing should never be your first concern in your search for a new partner. Here’s why.

How to Get a Pay Rise as a Customer Support Manager

Kayako

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.

2016 Temkin Experience Ratings: 20 Industry Snapshots

Experience Matters

We released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers. Here’s a link to FAQ’s about the Ratings. As a follow-up, we published blog posts that examine the results for each of the 20 industries. You can see links to all […]. 2016 Temkin Ratings Customer experience

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Top 3 Insights from the 2016 Global Contact Center Benchmarking Report

Calabrio

If there’s one thing I’ve learned from being in this industry for more than a decade, it’s that when things change, they change very quickly. At Calabrio, we like to stay ahead of the curve so we can meet our customers where they want to be tomorrow, instead of where they were yesterday. We do this in many ways, one of which is staying up to date on industry research.

How Airbnb Scales Culture And Customer Experience, With Aisling Hassell – CB008

Customer Bliss

Episode Overview. For our 8th episode, I talked with Aisling Hassell, who is the global head of CX at Airbnb. This is a particularly challenging role in the customer experience world — although in a way, they all are — because Airbnb currently offers properties in 191 countries and 34,000+ cities. Making sure the customer experience is complete across such a wide array of contexts is one of Aisling’s challenges.

Sell the customer service experience, not the mechanics behind it

NewVoiceMedia

The connection between customer service and marketing is undeniable. If you deliver good customer service, let people know as part of your marketing efforts. And you can expect an effortless marketing boost as well, as happy customers talk to their friends about their experience. Smart companies know the value of promising – and delivering – great customer service. I recently read that Walmart will keep all of its cash registers open during the holiday shopping season.

Building Customer Loyalty: 3 Habits That Create Strong Customer Connections

Who's Your Gladys?

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?

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists, The Community Roundtable. You will learn the effectiveness of the community in empowering your customers and generating value for your business.

Can You Afford NOT to Offer a Lifetime Customer Experience Warranty?

Wired and Dangerous

Lifetime warranties are a common feature of the product world. They essentially say “we guarantee that the object you bought will work as long as you own it. If the product ever fails, we promise to replace it or repair it to your satisfaction.” Lifetime warranties, as opposed to limited warranties, are designed to be bold statement communicating confidence in a product. What would a lifetime warranty look like for a customer service experience? Customers today have changed.

Causation vs Correlation – What’s the difference

iPerceptions

Data in the right hands can be extremely powerful and should a key element of any decision. One of the most famous quotes by American statistician, W. Edwards Deming is, “In God we trust. Everyone else, bring data.”. But too often than not, data can be misconstrued and misunderstood. One of the biggest misunderstanding is the different between causation and correlation. Market Research

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Five Reasons Your Company May Fail at Customer Service

ShepHyken

Customer Service Culture. There are a number of reasons that companies fail at customer service. As I read dozens of articles each week, numerous books on the topic throughout the year, as well as conduct some of my own research, there are some very clear reasons. Sometimes it’s not what you are supposed to do, but what you should avoid doing. If you’ve been following my work, some of this may seem like a review, yet we must constantly be reminded of these reasons.

The Only Way to Improve Your Net Promoter Score

Promoter.io

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 Featured General Net Promoter

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.