Sat.Jun 18, 2016 - Fri.Jun 24, 2016

Marketing Solutions to More Actionable Insights

C3Centricity

Marketing depends upon actionable insights to satisfy and delight their customers. How comfortable are you with your own process and the actionability of the results? Insights are the holy grail that all businesses seek but rarely find. Are you one of them?

Call Quality Monitoring Dos and Don’ts

NICE inContact

Customer experience is a huge factor in bringing consumers back into the fold as repeat customers. A major facet of a customer’s experience is the customer service exchanges they have with your company’s representatives.

These 3 obsolete market research practices are on their way out

Vision Critical

Ray Poynter, director of Vision Critical University, is no stranger to the Customer Intelligence Summit. One of the top influencers in market research , Poynter has delivered some of the most popular and most provocative presentations at the past Summits.

Communication, communication, communication! Why you cannot ‘over’ communicate when it comes to Customer Experience

ijgolding

I have written many times in the past about the importance of effective communication if an organisation has an intention to deliver consistently better Customer Experiences.

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.

Customer retention: 35 data-backed approaches

Customer Bliss

I talk often about customer experience , but recently I’ve heard from some followers that they’d like a bit more on customer retention. The first thing to understand about customer retention is that obviously it comes straight from customer experience.

More Trending

The Client Wish List

MaritzCX

Is what you see what you really get? Sunday mornings in my youth – thinking back now, I can still clearly recall how excited I would get when I’d riffle through the thick Sunday newspaper and pull out the COLOR COMICS! And there was one thing I liked most – the color optical illusion on.

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Don’t Invent – Innovate: The Art of Resolving Human Need

Michelli Experience

For me… Invention is the creation of something new. Innovation is creating a new solution that addresses a human need. If I were so inclined, I could go into my garage cobble together some random materials and produce a “one of a kind” object. I could call it Joseph’s garage invention.

3 Ways to Add Magic to your Customer Service Training

360Connext

What do customers talk about after interacting with your company? Most likely, one of two things happens. They tell their friends all about the painful, frustrating experience of an interaction gone wrong.

How to Get Customer Feedback the RUF Way

Kayako

We live in an age where customers expect to be able to give their feedback on everything almost instantly. Products can be instantly reviewed on Amazon, restaurants critiqued on Yelp, hostels on TripAdvisor.

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.

The Client Wish List

MaritzCX

Is what you see what you really get? Sunday mornings in my youth – thinking back now, I can still clearly recall how excited I would get when I’d riffle through the thick Sunday newspaper and pull out the COLOR COMICS! And there was one thing I liked most – the color optical illusion on.

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Using consumer insight for rebranding: Q&A with Price Chopper’s Sam Trimboli

Vision Critical

Founded in 1932, the New York-based grocer Price Chopper (known as Market 32 in some regions) operates 135 stores in the American Northeast.

THE Customer Experience Question That Silences The Room

360Connext

I always feel a little bad when I inevitably silence the room with a simple question. The post THE Customer Experience Question That Silences The Room appeared first on Customer Experience Consulting.

Being CCO Of A Privately-Held Company, With Nick Frunzi [CB10]

Customer Bliss

Episode Overview. In this, the 10th episode of the Human Duct Tape Show podcast (we made double digits!), I talk with Nick Frunzi. Nick is the CCO of Esri, which is the world’s second-largest privately-held technology company.

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.

6 Stats That Show Employee Engagement’s Impact On Customer Satisfaction

MaritzCX

The idea that employee engagement has a measurable impact on customer satisfaction and retention is intuitive. We understand a disengaged employee is less likely to provide a positive service experience (and even less likely to provide an exceptional one).

51 New Contact Center RFP Questions

BlueOcean

One of our most popular blog posts is 52 Contact Center RFP Questions to Ask Vendors. We’ve updated this list with the most up-to-date information. Choosing a contact center outsourcer is a huge investment.

Don’t Invent – Innovate: The Art of Resolving Human Need {Infographic}

Michelli Experience

Report: Economics of Net Promoter Score, 2016

Experience Matters

We just published a Temkin Group report, Economics of Net Promoter, 2016. Here’s the executive summary: Net Promoter® Score (NPS®) is a popular metric that companies use to analyze their customer experience efforts, but how does it actually relate to loyalty? We asked thousands of consumers to give an NPS to 294 companies across 20 industries, […]. Business impact Customer experience ROI of Customer Experience Temkin Group Research

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.

6 Stats That Show Employee Engagement’s Impact On Customer Satisfaction

MaritzCX

The idea that employee engagement has a measurable impact on customer satisfaction and retention is intuitive. We understand a disengaged employee is less likely to provide a positive service experience (and even less likely to provide an exceptional one).

Who comes first, the employee or the customer?

NewVoiceMedia

I was visiting a client last week and we started talking about the recent trend in customer experience which suggests that customers should come first over everything else. Over profits and stakeholders, over processes and policies and over employees.

Encouragement = the “Miracle Grow” of Employee Morale

Steve DiGioia

This original article was written by Steve DiGioia. Complaint after complaint is heard about today’s workforce; they are lazy, spend too much time on social media while on-the-job and they have no work ethic. Employee morale is at an all-time low. True or not, it is a fact of business.

Leaders Learn: 5 Things Every Strong Service Leader Does

Who's Your Gladys?

“Leadership and learning are indispensable to each other.” ” – John F. Kennedy. If you’ve read “Who’s Your Gladys?” ” or “Taming Gladys!“, “, you know that we espouse lifelong learning as THE key to success.

Exceptional Experiences for Employees and Customers

One of the top trends driving a new communication experience is how companies are competing on the customer experience. Organizations that combine contact center and business communications see 3x higher customer satisfaction and 2.4x revenue growth.

6 Stats That Show Employee Engagement’s Impact On Customer Satisfaction

MaritzCX

The idea that employee engagement has a measurable impact on customer satisfaction and retention is intuitive. We understand a disengaged employee is less likely to provide a positive service experience (and even less likely to provide an exceptional one). When Sue is unhappy at work, she isn’t motivated to go above-and-beyond for a customer. She’s. View Article

The Elusive ROI of Customer Experience

CX Journey

Image courtesy of wallstreetinvestinggroup I originally wrote today's post for Intradiem. It appeared on their blog on January 25, 2016. Have you been able to prove the ROI of focusing on the customer experience to your executives?

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News Flash: The Next Generation Wants Digital Communication

Calabrio

Our world is digital and there’s no getting around it. We trip over it everywhere—people are on their laptops, phones and tablets searching the web, surfing social networks and downloading apps, all while walking down the street. This digital generation is also making strong judgments about the quality of service they’re receiving from brands on these channels. So, any organization whose bottom line is directly impacted by customer experience must go digital, too.

How Much Service Freedom Do You Offer Customers?

Wired and Dangerous

Growing up on a cattle farm is a chance to see both the promise and perils of freedom. For months cows leisurely graze, sleep in the shade, and drink water from a nearby pond. In the winter when there is no grass, bales of hay are delivered to their “doorstep.”

5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!

The Client Wishlist

MaritzCX

Is what you see what you really get? Sunday mornings in my youth – thinking back now, I can still clearly recall how excited I would get when I’d riffle through the thick Sunday newspaper and pull out the COLOR COMICS! And there was one thing I liked most – the color optical illusion on. View Article

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Lean and the Customer Experience Journey

CX Journey

Image courtesy of SydesJokes Is your company a lean company? Should it be? The concept of lean management came up a few times in the last week or two; that kind of coincidence always inspire me to write about the topic at hand. So I set out to learn a bit more about it.

Guest Blog: Answer the Questions Customers Don’t Know to Ask

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Jeremy Watkin shares a story demonstrating the importance of empowerment to great customer service. If you empower employees to come up with creative solutions to problems, you’ll be amazed at the results. Shep Hyken.