Sat.Sep 07, 2019 - Fri.Sep 13, 2019

Trust – the embodiment of customer experience

Eptica

Date: Wednesday, September 11, 2019 Author: Guest author: Ian Golding Trust – the embodiment of customer experience. Published on: September 11, 2019. Author: Guest author: Ian Golding Trust – a small word that means so much. It is a word that plays an enormous part in all our lives.

Hiring People who Smile is One Step in the Right Direction

Ann Michaels and Associates

It takes a mere second and can actually make someone’s day. Smiling is probably the most underrated gesture we can bestow upon one another. Think about how many people you interact with during the day. Or maybe people you just walk by. How easy would it be just to smile at them?

The Relentless Pursuit Of The Perfect Customer Experience: A Netflix Story

Chattermill

The Relentless Pursuit Of The Perfect Customer Experience: A Netflix Story. by Harry Buckle on 12 Sep 2019. customer experience. Netflix. What can we learn from Netflix's attention to customer experience? Against the odds, Netflix has achieved an astonishing rise.

3 Principles to Get Your Customer Experience “Stop Doing” List Started

360Connext

Ever hear of a “stop doing” list? Stop doing” lists have become especially popular in recent years. If you’re not familiar, the concept is simple: We all have things on our To-Do list that we really ought to be delegating, ignoring, or ceasing to work on. .

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.

Acknowledge the Customer: Set the Tone with Your Greeting

Customer Bliss

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

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The Employee Experience is Crucial to a Successful Patient Experience

MaritzCX

Employee Experience and Patient Experience Go Hand-in-hand Let’s be clear: I love my job. Truly. In fact, I’m one of those people who truly enjoys going to work. Sickening? Perhaps. But hang on…here comes the punch line: it’s been A WEEK.

How to Reduce the Risk of Response Bias in Your Surveys

GetFeedback

Response bias is a problem for anyone undertaking market research. Let’s face it—when you conduct any market research or customer surveys you want to get truthful answers from your respondents. When your respondents bend the truth, they skew the results of the survey.

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EX vs CX and how they need to align

CloudCherry

Do unto others…. It’s sweet and simple, but not always applied. Treat others the way you’d like to be treated. In this week’s ‘Sweets of CX’ Podcast , it’s all about the Employee Experience and the direct correlation it has with Customer Experience.

Avoiding the Mounting Contact Center Compliance Squeeze

NICE inContact

Recent analyst research has proven that the job of staying compliant is only getting more difficult for contact centers.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

The CCO’s Checklist: 28 Actions to Take for Customer-Driven Growth

Customer Bliss

Earlier this year, Forrester released its report, The US Customer Experience Index, 2019. Forrester Chief Research Officer Carrie Johnson said , of these findings, “How an experience makes customers feel has a bigger influence on their brand loyalty than any other factor.”

One Great Challenge for Retail Auto in the Next Decade is…Behavior!

MaritzCX

Implementing Cultural Change by Focusing on Impacts to Employee Behavior Retail auto, with few exceptions, is addicted to “transactional” behavior, from front end (showroom) to back (service)…and that behavior will negatively impact virtually every innovative future endeavor. Problem is, most dealer leaders don’t believe it or think they are already delivering a good experience with. View Article. Automotive

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Promises, Promises, Promises.

CloudCherry

It’s ALL about keeping promises with CX. And, on this week’s ‘ Sweets of CX’Podcast , Eric Ullman – Customer and Employee Experience Strategist and owner of CX Alchemy – offers some delectable advice on the subject.

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Great Customer Experience has the Power to Accelerate Growth

NICE inContact

Markets and opportunities move fast. Great Customer Experience has the power to accelerate growth as consumers have more power than ever before. Social media accelerates the flow of information and gives everyone a voice.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Customer Self Service – What the Future Holds

TechSee

More companies than ever are tapping into the power of AI customer service technologies to enhance efficiency and positively impact the lives of consumers, and with good reason.

eBook 133

That “Something Extra” You Offer to Make Customers Love You

ShepHyken

In the realm of business—and especially customer service—we often talk about how to differentiate yourself from your competition. It’s those companies that manage to stand out from the crowd that end up being successful.

The Key to Cultivating Loyalty Part 2: Designing Great Experiences

IntouchInsight

Your source for the best knowledge on collecting data to drive business improvements

4 Ways to Utilize Social Customer Service Agents More Effectively

NICE inContact

Everyone is talking about removing siloes these days and trying to find practical ways of blending marketing and social customer service.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Episode 65 – Remember the Customer in Your CX Work

Kristina Evey

Shownotes… You have the best of intentions in providing a product or service your customers will be happy with. Remember … Read More Episode 65 – Remember the Customer in Your CX Work. The post Episode 65 – Remember the Customer in Your CX Work appeared first on Kristina Evey. customer feedback Journey Mapping Perception Podcasting Strategy

Why Spirit Airlines’ and Ryan Air’s Customer Experience is Better than Yours

Heart of the Customer

I’m partway through a European holiday with my wife, celebrating 25 years of marriage. Okay, actually 26, but that’s a different story. When a friend heard we were flying Ryan Air, she told me, “Uh oh. Pay attention to the experience you receive.” Interested, I did pay attention.

Customer Satisfaction Continues Declining

Beyond Philosophy

Customer Satisfaction is Declining in the UK! A new report by the Institute of Customer Service indicates that Customer Satisfaction is declining in the UK.

The 10 Most Important Contact Center RFP Questions [Infographic]

BlueOcean

The RFP is the friend you love to hate. The necessary evil. The document that will make or break your decision of which new outsourcer to partner-up with. Listen to the audio or read the article. A generic vendor RFP template may promise to make things easy, but when you’re about to hand over your customer interactions to an outsourced contact center, generic will only make things more difficult. For real, we’ve seen warehouse RFPs used to source contact center services…).

Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

Artificial Intelligence: The Next Frontier For Contact Center Customer Experience

Talkdesk

The past few years has ushered in the “modernize movement” within the contact center industry. Companies are recognizing the need to upgrade their systems, but often create a new problem while fixing an old one. How do companies modernize without over-complicating their contact centers?

Guest Blog: 7 Ways to Enhance Your Customer Experience with Live Chat

ShepHyken

This week we feature an article by Hamzah Tariq who shares seven ways to improve the overall live chat experience for your customers. Businesses constantly try to improve the customer experience they deliver through new approaches, tools and strategies. .

Customer Success Manager Job Description

natero

Customer Success Management is a dynamic role, and job responsibilities can vary depending on a company's maturity, culture, and vision. With demand consistently outpacing supply, hiring Customer Success Managers is no easy feat.

How the Mighty Fall: And Why Some Companies Never Give In by Jim Collins (a One Win Book Review)

Customers That Stick

In this One Win Book Review, we take a look at How the Mighty Fall: And Why Some Companies Never Give In by Jim Collins.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.