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.

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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.

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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.

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.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Nice to meet you! How well do you know your colleagues?

ijgolding

I recently wrote an article for my column on CustomerThink entitled ‘How Well Do You Know Your Customer?’ – the premise was around the significance and necessity of creating customer personas. You can read the article here.

More Trending

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.

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.

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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.

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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.

Data 260

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

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.

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.

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.

Retail 155

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?

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

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

Data 200

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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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.

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.

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

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.

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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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.”

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.

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Customer Experience Management: A 3-Legged Stool

In today's business world we know that customer experience management has a huge impact on satisfaction levels, customer loyalty, and even profit. But there's more to it than just customer service - learn more about the 3 legs of CEM.

15 More Reasons to Map Customer Journeys

CX Journey

Image courtesy of CountyLemonade Still not convinced you need to map customer journeys? Earlier this week, I wrote about how eye opening journey maps and journey mapping workshops are.

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

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.

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.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Your Journey Maps Ought to be Eye Opening!

CX Journey

How are your journey mapping efforts coming along? You are mapping, aren't you? (If If not, I can give you a few reasons to get started now. Well, after you finish reading this post, of course.) And you're following all of the key principles of mapping while you're doing it, right?

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.

Doing Small Things Right is the Start to Excellence in Service

Up Your Service

Recently, I was visiting a company to demonstrate UP! Your Service and the CEO said to me, “We want to achieve world-class standards in our service. How can your company help us get there?”.