Positive Psychology Meets Customer Experience

Experience Matters

Last week, the Temkin Group leadership team attended the World Congress on Positive Psychology in Orlando. Kudos to the International Positive Psychology Association for putting on such a great event.

Living Room Realty: Meeting Customers Where Their Obsession Is

AskNicely

She put together a team that was ingrained in the community — meeting people where they lived. The post Living Room Realty: Meeting Customers Where Their Obsession Is appeared first on Net Promoter Score from AskNicely

When IVR meets Visual Assistance – Retaining the Lost Waiting Time

TechSee

The post When IVR meets Visual Assistance – Retaining the Lost Waiting Time appeared first on Techsee. IVR technologies are limited without sight.

Are You Meeting Your Customers’ Expectations for Omnichannel Service?

inContact

How do you know if you’re meeting their expectations for Omnichannel service? The post Are You Meeting Your Customers’ Expectations for Omnichannel Service?

3 Important Things A Chatbot Can’t Do (But an IVA Can)

to meet the growing demand for unified, omnichannel customer care, Interactions is delivering significant cost savings. Chatbot 3 Important. Things a Chatbot. Can’t Do. But an IVA Can) Does not. compute. Chatbot As brands continue to focus on improving the customer.

7 Tips for Better SAAS Board Meetings

AskNicely

So don’t come into the board meeting as the external CEO, being the “everything is rosy” cheerleader. ” The same goes after pretty much any heated board meeting. The post 7 Tips for Better SAAS Board Meetings appeared first on AskNicely.

Pet Peeve #3 – Being Late for Another Unproductive Meeting

Steve DiGioia

We’ve had it up to here with meetings (position your straightened hand under your chin for maximum effect). One to discuss the budget, one for payroll, one for marketing and another for something else that doesn’t benefit your customer… …sick and tired of meetings! The post Pet Peeve #3 – Being Late for Another Unproductive Meeting appeared first on Steve DiGioia and was written by Steve DiGioia. Pet Peeves meetingsThis original article was written by Steve DiGioia.

Not meeting your Targets? Here’s why

Beyond Philosophy

We help them see how they can alter the way they do things to influence irrational decision making in a way that meets business goals and promotes customer loyalty. The post Not meeting your Targets?

7 Tips for Better SAAS Board Meetings

AskNicely

So don’t come into the board meeting as the external CEO, being the “everything is rosy” cheerleader. ” The same goes after pretty much any heated board meeting. The post 7 Tips for Better SAAS Board Meetings appeared first on Net Promoter Score from AskNicely.

How To Run a Successful QBR Meeting

Amity

A QBR is a formal meeting during which CSMs and Customers review and analyze goals, formulate a forward plan , and agree on action items that will drive success aligned with their company goals.

CMO, meet your new best friend: The contact center

Calabrio

The post CMO, meet your new best friend: The contact center appeared first on Calabrio.

Insights from Meeting Planners at the HSMAI MEET conference

MaritzCX

Last week, I attended the MEET conference in Washington, DC sponsored by the Hospitality Sales and Marketing Association International (HSMAI). This was a premiere conference that gathered a wide variety of meeting planners across diverse industries.

Meet Hero at Sitecore Symposium 2018

Hero Digital

Throughout the conference you’ll see our team talking CX at booth #607 (stop by for a chance to win Bose QuietControl Wireless Headphones ), weaving in and out of sessions, having 1:1 meetings with customers (interested in meeting up? Emerging trends. Thought leadership.

When Customer Expectations Are Unreasonable, Meet Them Anyway

Who's Your Gladys?

The post When Customer Expectations Are Unreasonable, Meet Them Anyway appeared first on Who's Your Gladys? It takes self-control to handle a customer with over-the-top expectations.

5 service expectations that brands aren't meeting

NewVoiceMedia

Capabilities such as intelligent call-routing, and using a centralised platform capable of tracking customer queries across every channel, offer the simplest ways to ensure your business is meeting the expectations of channel-switching customers. Today’s consumer has become more demanding. They not only want high-quality products, but they also expect high-quality customer service.

Insights from Meeting Planners at the HSMAI MEET conference

MaritzCX

Last week, I attended the MEET conference in Washington, DC sponsored by the Hospitality Sales and Marketing Association International (HSMAI). This was a premiere conference that gathered a wide variety of meeting planners across diverse industries. HSMAI has been gracious enough to sponsor and distribute a series of ‘Future of Meetings’ papers produced through the.

Insights from Meeting Planners at the HSMAI MEET conference

MaritzCX

Last week, I attended the MEET conference in Washington, DC sponsored by the Hospitality Sales and Marketing Association International (HSMAI). This was a premiere conference that gathered a wide variety of meeting planners across diverse industries. HSMAI has been gracious enough to sponsor and distribute a series of ‘Future of Meetings’ papers produced through the.

Meeting Millennial Customer Expectations

Eptica

Date: Friday, February 5, 2016 Meeting Millennial Customer Expectations. This means that organizations need to ensure that the customer experience meets the needs and expectations of Millennials if they want to win and retain their business.

Dealing with Moaners and Complainers during Emotionally Charged Meetings

Who's Your Gladys?

Running an effective meeting isn’t always easy – especially when emotions run high. The post Dealing with Moaners and Complainers during Emotionally Charged Meetings appeared first on Who's Your Gladys?

Come and meet the AskNicely team at SaaStr!

AskNicely

The post Come and meet the AskNicely team at SaaStr! The team are all setup here at the SaaStr conference here in San Francisco – make sure you stop by and see us at Booth number S10. SaaStr founder Jason Lemkin has frequently written about how measuring and improving your NPS is important for growing your business and it’s clearly a big theme at the conference this year too! So, we’d love to have a chat about how you’re currently measuring customer satisfaction in your business.

Riders, meet Drivers. Drivers, meet Riders.

dscout People Nerds

Molly Stevens on Uber’s effort to connect riders with the flesh-and-blood people behind the wheel

Meet the "Chat Avengers"

Think Customers

Meet TTEC’s “Chat Avengers” – a super force of experts whose mission is to create amazing chat sales and service interactions for consumers and brands. Who are you going to call when you want to deliver a great customer experience with chat?

CMO, meet your new best friend: The contact center

Calabrio

The post CMO, meet your new best friend: The contact center appeared first on Calabrio.

Meet The Avengers of Customer Success Software Implementation

Amity

But, to ensure a seamless implementation process, your buyer needs to set up a meeting between the CTO of the vendor and your own. With laser-focus, they can take initiative at the kick-off meeting and create a plan suitable to your needs.

Intelligent Experiences: Where CX Meets Tech

Storyminers

From the 1970s through the 1990s, customers’ experiences evolved quickly with the introduction of technology like ATMs, CRM systems,touchscreen kiosks, and interactive voice response systems. Companies were the early adopters.

Why You Struggle To Meet Your Business Objectives (And how to Crush them)

C3Centricity

Invite me to give a Keynote Talk or Presentation at your next Meeting & Get Inspired by the New Ideas & Perspectives. The post Why You Struggle To Meet Your Business Objectives (And how to Crush them) appeared first on c3centricity.

Meet the Faces of Customer Experience 2014

Customers That Stick

We introduced our Faces of Customer Experience series in April 2014, and we’ve had the privilege of meeting and sharing the stories of a number of wonderful customer-facing professionals. We look forward to meeting more interesting professionals like them in 2015!

New Media, Meet Old Media…

MaritzCX

I’m always fascinated by mash-ups. My teenage son points out that the mash-up is an old art form, but has gained popularity as DIY and Web 2.0 tools became more prevalent. I’ll buy that. My first exposure to what I now know is a mash-up was a song by Malcolm McLaren (yes, the manager of. View Article. General

New Media, Meet Old Media…

MaritzCX

I’m always fascinated by mash-ups. My teenage son points out that the mash-up is an old art form, but has gained popularity as DIY and Web 2.0 tools became more prevalent. I’ll buy that. My first exposure to what I now know is a mash-up was a song by Malcolm McLaren (yes, the manager of. View Article

New Media, Meet Old Media…

MaritzCX

I’m always fascinated by mash-ups. My teenage son points out that the mash-up is an old art form, but has gained popularity as DIY and Web 2.0 tools became more prevalent. I’ll buy that. My first exposure to what I now know is a mash-up was a song by Malcolm McLaren (yes, the manager of. View Article

Meeting and Exceeding Millennial Demands: A Lesson from Mortgage Customer Service

inContact

While each type of interaction can demand a different channel preference, businesses should at least make all of the primary channels available in order to meet us where we are instead of forcing us to communication channels that we aren’t very fond of.

Meet Your 2018 Lithy Judges

Lithium

Have you submitted your Lithy?! Well we thought you may want to know who will be reviewing them once we've received yours!

Sometimes, meeting customer promises isn’t so impressive.

Heart of the Customer

The post Sometimes, meeting customer promises isn’t so impressive. A few weeks ago, I found myself flying Air Canada for the first time.

How to Leverage Every Meeting to Build an Uplifting Service Culture

Up Your Service

Many years ago, Steris implemented the idea of a “Safety Contact” as a requirement to open every meeting: a safety tip, process, example or occurrence. From the boardroom to small team meetings, the first item on every agenda is a “Safety Contact”.

Meet your first wave speakers for Customer Success Summit 2018

Totango

Customer Success Summit brings together the best and brightest minds in Customer Success. Our world-class speaker lineup for 2018 Customer Success Summit will share the impressive business results that customer success best practices should deliver. The first wave of speakers has been announced and the experience and CS knowledge they bring to #CSSummit18 is priceless. Here are a few of our first wave speakers you don’t want to miss: Nicolle Paradise. Senior Director of Client Experience.

CMO, meet your new best friend: The contact center

Calabrio

The post CMO, meet your new best friend: The contact center appeared first on Calabrio. Today’s chief marketing officers (CMO) are familiar with outbound and inbound marketing tactics—they promote their wares at trade shows and advertise with multiple media outlets, and generate inbound leads via content marketing and social media.They understand that outbound and inbound marketing is a balance, and organizations benefit from the customer interaction each provides.

Life’s too short for bad customer service. Meet the new Kayako.

Kayako

When we built the first Kayako, we wanted to create a customer service tool that had the customer at its heart. Something that would help us speak the customer’s language, tick their boxes, and voila — ticket closed. Happy customers, happy support team, right? But times have changed.

Where Insight Meets Engagement

Think Customers

Data has always proven problematic for many companies, as most recognize its importance, but few know how to bring this information to action. However, in recent years, technology has matured, allowing more organizations to gather, parse, analyze, and employ data with ease and efficiency.

Intelligent Experiences: Where CX Meets Tech

Storyminers

The post Intelligent Experiences: Where CX Meets Tech appeared first on Mike Wittenstein. From the 1970s through the 1990s, customers’ experiences evolved quickly with the introduction of technology like ATMs, CRM systems,touchscreen kiosks, and interactive voice response systems. Companies were the early adopters. They used the then-new tech to operate more efficiently and profitably—mostly by shifting work from a company’s payroll to its customers’ shoulders.

Instant Satisfaction: How to Meet Rising Customer Expectations

Joe Rawlinson

As Internet speeds increase and technology becomes more sophisticated, customer expectations of companies’ online performances have also risen. In 2015, 47 percent of U.S.

Tools for Your Next Team Meeting

Brad Cleveland

Looking to generate substantive conversation at your next team meeting? Try one of these worksheets on customer expectations, metrics and customer access strategy. It can be helpful to take a step back from the day-to-day, urgent issues to think about the bigger picture.

Meet Your Customer Experience Goals: A Four-Step Guide

PeopleMetrics

Here are some key steps to take now to ensure this happens: Identify who needs to be involved in your business review meetings (e.g., Schedule monthly, recurring customer experience business review meetings with all attendees. Schedule longer quarterly meetings to review upcoming rocks.

When Design Thinking Meets Data Science

West Monroe

The post When Design Thinking Meets Data Science appeared first on The Blend: A West Monroe Partners Blog. In the world of big data and predictive analytics the standard approach for gathering and analyzing data follows the CRISP-DM approach.