Customer Bliss

OCTOBER 5, 2017

The hack initially happened in mid-to-late May , was acknowledged in September, and then dragged on through September. Just like you enter a role and need to earn the right to the work, so too in times of crisis you need to act decisively. Make it right for customers. Don’t let your CX disasters drag on.

Customer Experience 234

Customer Experience Customers Culture Customer relationships 234

GetFeedback

MARCH 20, 2019

The customer voice, also known as Voice of the Customer (VoC) , is at the core of any successful customer experience (CX) program. Companies that make customer voice (and by default CX initiatives) a priority are more likely to surpass those that don’t. It can also act as a compass that guides you on the right track.

Customer Voice 210

Customer Voice Net Promoter Score Customer Centricity Competitive Advantage 210

Lumoa

FEBRUARY 6, 2018

If your business isn’t interested in CX then it’s effectively saying “we don’t care who buys our product, as long as somebody does” – this WILL find you out in today’s connected, empowered world. That few seem to understand that CX is a long term programme of transformation that cannot be measured in 12 week quarterly financials.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Uniphore

JANUARY 25, 2022

As the AI-powered customer experience (CX) frontier becomes more mainstream, companies will look to emotion AI to offer a differentiated experience rich in actionable data. Video will be Preferred CX Platform. Expect those numbers to grow as the technology matures and video becomes a more prevalent – and even preferred – CX channel.

Healthcare 130

Healthcare Video Banking Contact Center 130

Customer Bliss

NOVEMBER 13, 2018

They take out loans with such high rates, short cycles for repayment, and late-fee penalties that no matter how hard they work, they really never get ahead. CX #CustExp #MakeMomProud Click To Tweet. In Uganda, women entrepreneurs often experience a vicious, no-win cycle. Now that’s beginning to change.

Chief Customer Officer 174

Chief Customer Officer Video Course Policies 174

Horizon CX

MARCH 19, 2022

For some strange reason that 10% statistic is popping up more lately—like the recent Bain & Company survey that indicated only 10% of business leaders believe that the primary purpose of their firms is to maximize value for customers. As a CX professional, one might have hoped that was science fiction, but it’s unfortunately not.

Customer Journeys 130

Customer Journeys Touchpoint Average Handle Time Survey 130

Beyond Philosophy

OCTOBER 29, 2020

I was talking to a chief marketing officer (CMO) of a multinational company the other day who wants to change the organization (and believe me, I know this organization; he’s right). The CMO stopped me because he knew right away that it wouldn’t work for their company. We will see what he decides. Which leads me to….

Culture 167

Culture Airlines Call Center Customer Centricity 167

Daniel Group

APRIL 5, 2023

Trish Reed, VP Zero Emissions, Navistar , discusses how CX is not about the score, or about managing performance of a dealer. “CX is about us learning together, this is a journey, focusing on the human element of things, and helping our dealers improve interacting with customers.” And you know that, right?

Interaction 98

Interaction Voice of Customer Effort Score Financial 98

Experience Investigators by 360Connext

NOVEMBER 19, 2019

Bill Gates famously reads more than 50 books per year and has stated that you don’t get old until you stop learning. I’m sure this isn’t a shocker, but our attention spans are getting shorter. This short-form content helps learners take in just the right level of education at the time they need it.

Customer Journeys 110

Customer Journeys Course Leadership Tools 110

Natalie Petouhof

AUGUST 15, 2022

History Foreshadows CX Problems. I chose to focus my review around Chapter 3 – History Foreshadows CX Problems – because as the title suggests, what has come before is often a good indicator of what is to come. Until you properly understand your business problems and what’s causing them, you’ll never pick the right technology solution.

Customer Centricity 52

Customer Centricity Advertising Culture Technology 52

Kustomer

AUGUST 4, 2022

We’re covering some of the most frequently asked questions our CX team receives about how to develop a customer satisfaction score and the best customer service measurement methods. Measuring customer service satisfaction metrics allows you to find out whether or not you’re actually delivering exceptional CX. What Is CES? What Is CES?

Net Promoter Score 98

Net Promoter Score Effort Score Customer Satisfaction NPS 98

Lumoa

OCTOBER 31, 2018

We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX CX transformation is no longer a nice-to-have, it's a necessity” – states Forrester , one of the most influential research and advisory firms in the world. How to overcome those challenges?

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Experience Investigators by 360Connext

AUGUST 9, 2017

I’m getting calls from very well-meaning business leaders lately. That’s when their boss or their CEO or maybe a member from the board asks them to take over a new responsibility – CX Strategy. So they jump in with both feet and get to work. CX Strategy by Technology. It’s a tool.

Customer Journeys 181

Customer Journeys Strategy How To Comparison 181

Experience Investigators by 360Connext

FEBRUARY 11, 2020

CX Training Takes a Cross-Functional Team. We’d never send our 5-year old child to one class with one teacher and declare their education over. The Five Most Common CX Training Obstacles — And How to Solve Them: 1. The Problem: A proud executive once told me about how great their new CX training program was.

Training 125

Training Customer Experience Customer Journeys Employee Experience 125

Customer Experience Insight

DECEMBER 30, 2020

Here are the top stories from Customer Experience Insight in 2020: 11 things you should never say to customers. 5 customer service lessons for the late Tony Hsieh. If you’ve been writing – and reading – about customer service as long as I have, you know the late Zappos founder was a pillar in this field.

Customer Expectations 52

Customer Expectations Loyalty Customer Experience Customer Service 52

Playvox

JANUARY 13, 2022

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. Customer and employee expectations dictate a need for modern, integrated solutions that will improve CX and make employees more effective and efficient. Getting Technology Right.

Contact Center 79

Contact Center Trends Omni-Channel CRM 79

Interactions

JUNE 17, 2021

But, we’re halfway through 2021 and it only feels right to do a check-in on where we stand with the evolution of contact centers and changes to customer experience. . Forbes published 11 CX related Predictions for 2021 late last year. Customer Service will get Increasingly Conversational”.

Self Service 62

Self Service Contact Center Touchpoint Trends 62

ShepHyken

DECEMBER 10, 2018

Business 2 Community) Customer satisfaction is a great way to boost your business and if you have never considered it a priority, it is never too late to begin. If you also feel you have been getting it wrong all along, despite your efforts, you can always change the approach and try again.

Customer Service 91

Customer Service Fashion Customer Satisfaction Customer Service Training 91

Zeisler Consulting

JANUARY 4, 2021

Surely I’m late to the game on this but I had always found it curious and interesting to read accounts of peoples’ CX and more specifically support experiences through Twitter. The concept of pinging a business via their public handle and then getting a resolution seemed pretty cool to me. I never even heard back from them.

Hotels 72

Hotels Airlines Travel Communication 72

COPC

OCTOBER 31, 2022

This involves effective governance models, realigned vendor manager roles, balanced performance measurements and the right footprint. It is never too late to change how these relationships are viewed and approached to ensure mutual, long-term success. Download the COPC Customer Experience (CX) Standard for VMOs.

Management 79

Management Government Contact Center Metrics 79

Beyond Philosophy

AUGUST 11, 2022

” That was a problem I had never heard of, and that is saying something because I fly a lot. She thinks customer service is out the window and that getting a good experience is a pleasant change from the usual. Mandy is right. The postal service isn’t breaking customer experience records right now either.

Airlines 146

Airlines Net Promoter Score Self Service Effort Score 146

Beyond Philosophy

JANUARY 27, 2022

As the new wave of Customer Science comes in, the old tide of Customer Experience (CX) is receding. It was the CRM wave that receded in the early 2000s to make way for CX in the first place. . It was the CRM wave that receded in the early 2000s to make way for CX in the first place. . I expect the same will be true for CX.

CRM 78

CRM Net Promoter Score Customer Satisfaction Consulting 78

Kustomer

NOVEMBER 18, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen meets with Randall King from Conduent to teach new CX leaders how to navigate large-scale transformation. Emerging Opportunities in CX. Tune in to the full podcast to learn more. Managing for Results. The answer is that it can’t.

Customer Experience 104

Customer Experience Omni-Channel Customers Customer Journeys 104

Support EXP

JANUARY 11, 2024

I’ll never do business with you all again. If you don’t act – and act based on solid, reliable intel – it may be too late to catch up to the competition. Getting to the heart of the matter: member experience. There are a host of reasons why credit unions aren’t getting the most out of their data.

Data 52

Data Competitive Advantage Financial Social Media 52

Education Services Group

OCTOBER 6, 2021

5 Tips to Make WFM = A+ CX. No longer an oddball perk, remote work has become the new normal as more employers embrace the cost savings, productivity surges, and morale boosts that can be had from the right work from home setup. The good news is that it’s never too late to up your CX game as a remote CSM.

Tips 52

Tips Leadership Connections Customer Success 52

Zeisler Consulting

NOVEMBER 18, 2020

We’re up now to the fourth of the Five Principles of CX: No Near Misses. You may be grateful that someone says they can arrive at a more specific time, but if you take that as liberty to make more commitments, say, right after that promise, it becomes even more important for them to show up on time (and take no longer than promised, too).

Airlines 72

Airlines Communication Course Customer Experience 72

Storyminers

OCTOBER 6, 2018

About 62 percent of brands state they see the customer experience (CX) as something that differentiates them from their competitors. Meeting customer needs is just one way to enhance the overall CX. Ask the Right Questions. Take the time to not only ask questions about your customer needs, but also ask the right questions.

Brands 124

Brands Meeting Exercises Consumers 124

Playvox

JULY 31, 2023

Much of a team leader’s time is taken away from their key role of providing coaching and development to their people when they have to get involved in manual, immediate, repetitive, and cumbersome tasks like leave approval and shift swaps. All that time adds up quickly. What Is Employee Self-Service?

Self Service 85

Self Service Management Contact Center ROI 85

Lithium

DECEMBER 6, 2022

If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. Event recap: Forrester CX NA Conference 2022 Recapping the emerging trends in one event shows the level of care and understanding Khoros strives to deliver to our customers and, by extension, your current and future customers.

Social Media 52

Social Media Roadmap Trends Hospitality 52

Wootric CX Blog

FEBRUARY 18, 2021

You need to integrate information across your company to create an exceptional CX for your customers. But what about…customer experience (CX) and finance? It sounds like an unlikely combination, but you might be surprised by the potential gains to be had if your CX team worked a little more closely with your finance team.

Self Service 52

Self Service Touchpoint Customer Experience Customer Retention 52

Oracle

MAY 30, 2018

In the moment, you don’t know if you’re fighting because you’re right, or if you’re fighting because your ego, and your desire to win, and your notion of yourself as the hero in your own story are clouding your judgment. Right now, we are surrounded by a culture that tells us to take the easy way out.

Tips 97

Tips Marketing Culture Conference 97

Horizon CX

FEBRUARY 29, 2020

Imagine a scenario where you just met a new CX colleague for the first time at a conference or other similar professional networking event. I’ve been in this similar scenario more than once and, amazingly enough, among a group of CX colleagues which make this situation more profound and even more painful. Get the sequence right.

Exercises 130

Exercises Groups Communication Course 130

Hello Customer

JUNE 21, 2023

But if you can only get one spoonful, you need to figure out what’s the best way to position your spoon to get as many meatballs as possible in one go. AI represents a complete flow that starts with the data, which gets put in the algorithm and eventually presented to the end-user. The same goes for AI.

Customer Experience 52

Customer Experience Analysis Resources Feedback 52

SurveySparrow

FEBRUARY 24, 2024

Shocking, right? With this, you get nuanced analysis! Or am I the only one who wishes to get a sneak peek into the customers’ thoughts? How does Sentiment Analysis Improve CX When we have sentiment insights, brands can track the effectiveness of their strategies and initiatives. Frustrating, right?

Analysis 52

Analysis Social Media Effort Score Survey 52

Zeisler Consulting

FEBRUARY 22, 2021

That way, we could have it on hand and immediately get a report to someone in case they actually did need it, but if they didn’t say anything about it after a few iterations went by without receiving it, then we’d know they weren’t missing it. This experience has helped me in reflection many times as a CX professional.

Analysis 93

Analysis Report System Travel 93

Kustomer

AUGUST 5, 2021

Being the ol’ reliable of CX, phone and email are the foundation for social media takeover. This is why we still need human agents in CX – because humans are simply better at providing service and solving problems than chatbots. Data – It’s Never Too Late to Start. Thinking of Going Digital?

Omni-Channel 105

Omni-Channel Customer Experience Chatbots Contact Center 105

OpinionLab

JULY 20, 2018

Several months ago, I wrote a blog describing how my 5-year old daughter influenced my thinking in planning sessions I had with various CX leaders. One parallel that’s recently stood out to me in interactions I’ve had as both a parent and a CX professional involves sharing. It’s my toy and I want to play with it right now!).

Data 60

Data Contact Center Analytics Feedback 60