2016

Report: 2016 Temkin Experience Ratings of Tech Vendors

Experience Matters

We just published a Temkin Group report 2016 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 800 IT decision makers from large North American firms. This is the fifth year of the ratings, here are links to the 2012, 2013, 2014, and 2015 ratings. Here is the executive summary […].

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What 1000 Consumers Say About Bad Customer Service

Kayako

CONTENTS. Intro: Word of mouth marketing. 1: The importance of getting it right first time. 2: Our experiment. 3: The results. 4: What this means for your business. 5: Is it too late to win the customer back? What you can do to rectify bad customer service. Takeaways. Intro: Word of mouth marketing. Word of mouth marketing is one of the most valuable forms of marketing with 92% of consumers believing recommendations from friends and family over all forms of advertising.

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Do Customer Journeys Drive Your Content Strategy?

Kerry Bodine

This journey map for the Exploratorium , a science museum in San Francisco, is one of my favorites. That’s because the folks at the former design agency Adaptive Path (which was acquired by Capital One back in 2014) did a great job of highlighting two key things: 1) The entirety of the customer experience.

Thirty Drivers of Value Perceptions, or Why Customers Love Your Company

MaritzCX

Customers love a company because they perceive value in their interactions with its people, products, and services. As customer experience (CX) professionals, we usually measure this sense of value with the Net Promoter Score®, or NPS®, which is a nominal indication of how likely the customer is to recommend the company to another person, and. View Article

UC, Contact Center Integration Drives Business Value

How extensive is integration, and how are companies leveraging it—both technically and operationally? In this whitepaper, you’ll receive in-depth insights on how companies are utilizing integrated platforms in their day-to-day operations and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.

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. I decided that, although I might not be able to change everything that was wrong with my company in five minutes, I could make things better for one person. I committed myself to personally responding to one customer each day.

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9 Ways Millennials Have Transformed Contact Center Customer Experience

NICE inContact

As the fastest-growing consumer demographic, Millennials are poised to make a major impact on the American economy. By 2020, the spending of Millennials— those aged from roughly 18-to-mid-30s— will rise to 1.4 trillion annually. Years before this generation’s full influence will be felt, however, millennial preferences have already changed how contact centers think about customer experience.

5 Ways to Improve B2B Customer Engagement Through Omnichannel Tactics

Customer Bliss

Guest Post by Robert C. Johnson: Robert is co-founder and CEO of TeamSupport.com , a cloud-based, B2B software application built to help customer-facing support teams serve clients better through stronger collaboration, superior teamwork, and faster issue resolution. Over the years, the B2B (business-to-business) industry hasn’t exactly taken to adopting the latest customer engagement technology as quickly as its B2C (business to consumer) counterparts.

The Kindness GAP: Differentiation by Practicing Civility in Uncivil Times

Michelli Experience

In addition to highly conflictual political discourse (which may have sunk to an all-time low in the US), I’ve recently observed a number of people making obscene gestures at one another, swearing, and ranting in stores as well as during miscellaneous business transactions.

Live Chat Best Practices

BlueOcean

In a world fueled by technology and a culture plagued by busy-ness, where many people turn to texting and instant messaging as their first and fastest route of communication, it makes sense why live chat is a growing channel for customer support. A recent Gartner report suggests that its presence as a customer engagement channel will increase from 2% to 10% of all interactions by 2018, with over 80% of companies making it available for their customers.

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

11 Industry Experts Discuss “What’s More Important: Customer First or Profit First?”

Steve DiGioia

This original article was written by Steve DiGioia. Businesses across the land champion their great service and the positive experience given to their throngs of loyal customers. They tout the benefits of their product and how they tend to the specific needs, wants and desires of their customers. But as time passes many forget their original stated intent and lean more toward reducing payroll, lowering operational/product costs and finally to increasing profit as their primary goal.

Customer Emotions (Joy, Anger, Sadness, and Fear) Affect Contact Center Interactions

Experience Matters

As you may know, Temkin Group labeled 2016 “The Year of Emotion” in its annual listing of customer experience trends. Because emotion drives loyalty. And yet, despite its significant impact on customer loyalty, organizations do not focus on emotion enough. So to help increase organizations’ awareness of this critical area of customer experience, we […]. Emotion

The Subtle Differences Between Customer Support and Customer Service

Kayako

The term ‘customer service’ evokes nostalgia for sales clerks in long aprons in country town emporiums. Some see it as the old-fashioned version of customer support. Many people can’t distinguish between terms ‘customer support’ and ‘customer service’. It’s confusing! Some businesses have rejected the term ‘customer service’ – in a bid to modernize an existing department – in favor of ‘customer support’ which sounds contemporary or even call it ‘customer success’.

10 Steps To Mapping Your Current Customer Journey

Kerry Bodine

Of the four types of customer journey maps , the current-state map is the most ubiquitous. That’s not surprising, given how many organizations are trying to understand their customers’ current pain points and improve the customer experience. Wondering how you can get started mapping your own organization’s current-state journey map? Follow these 10 steps: 1. Identify an important problem area through existing (mostly quantitative) data.

Remote Agents and Digital Transformation

Remote agents are the new reality. Happier agents mean a better customer experience and improved CSAT/NPS scores. This new normal brings new challenges for contact centers. Find out what you need to do for your organization to excel. This eBook includes checklists for developing agent empathy and business continuity plans.

When Life Gives you Early Labor: A CX Story

MaritzCX

I knew the unexpected was possible, as a researcher and a realist. But I also knew the odds were in my favor, as someone who relies heavily on statistics and trusts data over anecdotes. Your second comes earlier,” everyone said. “It’ll It’ll be fine. I really want to get this training under my belt before taking. View Article

Dashboards: Driving Your Business Like a Sports Car, Not a School Bus

AskNicely

Having the right dashboard can revolutionize your business in terms of success and your own enjoyment. A dashboard is meant to give you vital information and data at a glance, with users able to access everything from sales and marketing data to finance, inventory reports and website analytics. Essentially, a dashboard puts all your critical info into one spot in a neat and visual display so you don’t have to log into different systems to get all of the information you need.

Sports 231

Customer Experience: The Differentiation Battleground

ijgolding

The Golding family car – a Renault Grand Espace we affectionately call ‘the beast’ – is reaching the end of its life. Despite transporting us to all corners of the UK; the entire length of France; and from La Coruna to Barcelona and Menorca in Spain; all good things come to an end. We have both accepted that the time has come to find a replacement. In looking for a new car, we identified a small number of criteria: Seven seats.

When Salesforce® Lightning Strikes! The Top Three CX Improvements

NICE inContact

Have you ever wondered what happens in your Contact Center when lightning strikes? No, this blog post is not about inContact Disaster Recovery (even though that would certainly also be an interesting topic). What we do want to share with you is a preview of what will happen in the Salesforce universe when Lightning strikes and why, contrary to the real world, you have good reason to actually WANT it to strike – the sooner, the better!

Top 5 Reasons to Move to the Cloud

Hybrid or 100% cloud? The choice is yours. With comprehensive security, unmatched scalability, cost certainty, and guaranteed reliability, a cloud-based contact center solution will serve your customers 24/7 without the operational headaches and cost issues of an on-premise solution. Download Enghouse's eBook today and learn the top reasons you should move to the cloud!

Generation Z statistics: New report on the values, attitudes and behaviors of the post-Millennials

Alida

Generation Z, the cohort born between 1996 and 2010, is ready for the spotlight. Finally escaping the shadows of the generations before them, many Gen Zers are now entering the workforce. As a result, their spending power, currently valued at $44 billion , is growing every day. Also known as Gen Z, iGeneration (iGen) or Net Gen, this cohort is massive and influential. In U.S. alone, there are 65 million of them. By 2020, Generation Z will account for 40 percent of all consumers in the U.S.

Report 186

Make a Mouse: The Power of a Culture of Customer Experience Excellence

Michelli Experience

I’ve often said anyone can create a mouse. All you have to do is put a copious quantity of food and cloth scraps on your floor and, over time, a mouse will appear. The same can be said for great service cultures. Leaders are responsible for “creating the right environment” for world-class customer experiences to occur. Take Starbucks as an example. . .

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. But how does someone become a head of customer experience? What makes them ideally qualified for the role? Head of Customer Experience Trait No. 1: They have led a successful operation.

How To 187

7 Guaranteed Ways to Lose a Customer

Steve DiGioia

because my loyalty does have limits This original article was written by Steve DiGioia. You failed them again. Be honest – face the facts! You worked hard for years to build a loyal customer base and now look at you. Your customers are leaving in droves. What happened? Sales are down, bills now pile up. Employee morale is low and coming to work is no longer fun. When business was good you thought it would last forever.

How To 204

A Master's Guide to B2B: How Listening to Your Customers Can Grow Your Business

Speaker: Adam Dorfman, Head of Product Growth at Reputation & Michele Bettinazzi, Customer Experience Manager at PeakMade Real Estate

Improved marketing conversion, happy customers, and faster growth - that’s only three things that can be accomplished by just listening to your customers. Customer feedback is an extremely invaluable tool to keeping retention high, attracting new business, and improving the general operations of your business. The question is - how do you capture all this? Join Adam Dorfman, Head of Product Growth at Reputation & Michele Bettinazzi, Customer Experience Manager at PeakMade Real Estate, for this essential discussion on the ins and outs of brokering the optimal customer interaction.

The Changing Pattern of Consumer Communications

Experience Matters

For the past several years, we’ve been examining how U.S. consumers prefer to communicate with each other, analyzing their answers to the question, Which method would you most likely use to communicate with your friends? As you can see in the figure below: Text messages are on the rise (+8 points between 2012 and 2016), while […]. Customer experience

Activate Your Customer Service Superpowers with Kayako and Zapier

Kayako

Let’s face it: customer support is a superhero role. You make customers happy, remove roadblocks, and save the day when catastrophes arise. But it can be difficult to do all of that when your faithful sidekicks (in this case, the tools you use to do your job) don’t let you achieve your full potential. There are two superpowers that are essential for modern customer service: X-Ray Vision, and Telekenesis.

Are Your Bad Sleep Habits Ruining Your Contact Center Career?

BlueOcean

Humor us for a moment and set down that mug of steaming coffee before you keep reading. You know as well as we do that no amount of caffeine will perk you up if you’re feeling sleep deprived. Whether it’s late night work, midnight Netflix bingeing, a crying baby, or snoring partner, stress, or any other regular disruption to quality sleep, it’s likely your bad sleep habits are ruining your career. The importance of sleep is a big topic these days.

Good CX Can Turn Boring into Fun

MaritzCX

Ask anyone how they’re doing and you will likely get the same response: “Busy!” We all have lots to tend to. Whether keeping up with the neighbors or inventing the next big social media meme, life is exhausting. Add to that a job, a family, and some hobbies, and it’s no wonder we are all. View Article

Optimizing Your Customer Journey In 2021

You know it’s important to optimize your customer journey, but you’re not sure which part of that journey to focus on. Customer interactions across multiple touchpoints mean it can be tricky to isolate a specific part that’s going to deliver the best results for you - and your customers. Creating a strong customer experience is now one of the most important priorities businesses focus on. Don’t be left behind. Time to take a customer first approach & start looking at strategies you can implement to optimize your customer journey. Download the guide today!