INDUSTRY INSIGHTS YOUR PEERS ARE READING
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 7 Powerful Customer Service Phrases You Need to Use by Josh Carlyle. MORE
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. MORE
As our book gains traction, readers tell us they appreciate our focus on starting journey mapping by targeting an identified business problem and using this to drive customer-focused change. MORE
Staying competitive in business today requires meeting and exceeding customer expectations. To do that, you first need to know what their expectations are. One of the best ways to find out exactly what your customers want is by collecting customer feedback through questionnaires. . By sending questionnaires to your customers, you can gather insights that will help you improve their experiences and move your business forward. MORE
Many companies underestimate just how much the customer experience on digital channels matter. And as much as I hate succumbing to any of the Millennial stereotypes (thank you in advance, Generation Z for joining the workforce so everyone can talk about YOU now), I avoid talking on the phone as much as I can. Short of breaking up with someone, I communicate most everything over text and email. MORE
The insurance industry is at the forefront of the digital revolution. Mounting competition from non-traditional players cannibalizing market share with innovative business models has forced P&C insurers to integrate digital technologies into their operations to keep pace. MORE
Digital is the new norm, and it’s disrupting the way customers communicate with brands. With the proliferation of newer digital devices and channels, customers prefer to reach brands through digital channels rather than voice channels. But companies deploying and promoting digital customer service channels, like chat or SMS, are not seeing the results with NPS, containment, and agent efficiency. MORE
Headquartered in Richardson, Texas, Fossil Group is an American fashion designer and manufacturer of distinctive watches, wallets, handbags, accessories, and wearables for a variety proprietary and licensed brands. Its 17 contact centers located around the world support the Fossil Group business , including 250 agents who support over 10 languages. Three third-party call centers take calls during off hours and busy holiday seasons. MORE
In today’s omnichannel customer service environment, savvy organizations offer their consumers multiple ways to interact with them, including agent-assisted and self-service methods. Being customer-centric means meeting customers how and where they want to be met. But are all channels equally effective at delivering a high-quality experience? And do companies understand consumer perceptions about their actual experiences? MORE
Introducing the first CX Café customer and employee experience podcast: CEO of MaritzCX, Mike Sinoway, talks about emerging trends and technologies being seen in the customer experience industry. MORE
It’s been a while since I talked about the concepts of friction and convenience. Our customers have learned what it’s like to have a friction-free, no-hassle, convenient experience. They love doing business with the companies that make it easy. If it’s easy to switch companies, they are quick to switch when the experience is less than convenient. Perhaps the biggest friction point of all with customers is making them wait and disrespecting their time. MORE
Customer Experience is About Value and Values. Customer experience is not the new battleground anymore. It’s THE battleground. And it all centers around the word value. How can we provide value in what we offer to customers? How can we define and promote our values in our customer experience, so customers can align their values with ours? Finally, how can we make our customers feel valued and important? More customers today are driven by values, which are tied to emotion. MORE
Imagine you’re a customer who’s just subscribed to a service or purchased a new product. In a perfect world, what would happen next? You’d probably begin using the product and discover it works exactly as described. The value of your purchase would be immediately apparent. MORE
It’s been a little over a month since that enthusiastic new customer sailed through the onboarding phase. By now, they should be implementing your product into their daily workflow and enjoying the first signs of business value. Instead, your core metrics are telling you there’s something wrong. MORE
Brexit and EU consumer law. As of today Brexit is still a mess! No final decisions have been made about anything. The future of EU consumer law in the UK. EU law continues to apply until the UK leaves the EU. MORE
Astea Partners with YASH Technologies to Help Service Providers Derive Maximum Value from the Alliance Enterprise™ Solution. YASH will help drive the implementation and adoption of Astea’s best-of-breed field service management solution. HORSHAM, PA (June 19, 2019) — Astea International Inc., MORE
Traditionally quality management in the contact center has been focused on evaluating agent-assisted interactions — mainly phone. You know the routine — listen to a phone call, complete a form, send it to an agent, repeat. We already discussed the gap between the number of digital channels for CX that are supported in the contact center and the number of channels that are evaluated as part of a business’ QM programs. Hopefully, you aren’t one of those businesses in that gap. MORE
CX thought leader, Colin Shaw, talks about the combined impact of your customers' most prominent memory, and their last memory with your brand MORE
Does a Bad Customer Experience (CX) Really Matter? Learning to Ask the Questions That Matter the Most. Shep Hyken interviews Mary Drumond. MORE
I’m frequently asked to share my views about the evolution of experience management (XM), so I’ve spoken (and written) about topics such as CX establishing the foundation for XM. MORE
When you continuously are making excuses for poor product quality and performance or sub-par service and maintenance, how invested are you in client success? MORE
Practice makes perfect, right? But in business sometimes there’s no time for practice. You’ve got to be perfect now. At NICE inContact, we’re always thinking about digital customer service. We love finding ways to make customers happy and helping businesses raise the bottom line while doing it. We do the practicing, so you don’t have to. We’ve looked at the trends, we’ve listened to customers, and now we’ve put our key learnings together. MORE
Image courtesy of Pixabay I originally wrote today's post for Forbes. It appeared on the Forbes site on November 14, 2018. I've made some slight modifications since then, as it turned into a two-part series. This is the second in that series; the first part can be found here. MORE
If you manage or own a beauty salon or spa, you are probably aware of how labor-intensive it is to build and secure a reputation. The fact is, 90 percent of your leads will be directly correlated to the opinions of prior customers, voiced either online or offline. MORE
In this recap of Forrester's CX NYC conference, we share what analysts and top brands are saying about the importance of humanizing the customer experience MORE
Experience Matters
JUNE 18, 2019
I’m frequently asked to share my views about the evolution of experience management (XM), so I’ve spoken (and written) about topics such as CX establishing the foundation for XM.
GetFeedback
JUNE 16, 2019
Staying competitive in business today requires meeting and exceeding customer expectations. To do that, you first need to know what their expectations are. One of the best ways to find out exactly what your customers want is by collecting customer feedback through questionnaires. . By sending questionnaires to your customers, you can gather insights that will help you improve their experiences and move your business forward.
IntouchInsight
JUNE 20, 2019
CX thought leader, Colin Shaw, talks about the combined impact of your customers' most prominent memory, and their last memory with your brand
MaritzCX
JUNE 17, 2019
Introducing the first CX Café customer and employee experience podcast: CEO of MaritzCX, Mike Sinoway, talks about emerging trends and technologies being seen in the customer experience industry.
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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.
NICE Systems
JUNE 20, 2019
Traditionally quality management in the contact center has been focused on evaluating agent-assisted interactions — mainly phone. You know the routine — listen to a phone call, complete a form, send it to an agent, repeat. We already discussed the gap between the number of digital channels for CX that are supported in the contact center and the number of channels that are evaluated as part of a business’ QM programs. Hopefully, you aren’t one of those businesses in that gap.
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Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
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IntouchInsight
JUNE 19, 2019
In this recap of Forrester's CX NYC conference, we share what analysts and top brands are saying about the importance of humanizing the customer experience
360Connext
JUNE 18, 2019
Customer Experience is About Value and Values. Customer experience is not the new battleground anymore. It’s THE battleground. And it all centers around the word value. How can we provide value in what we offer to customers? How can we define and promote our values in our customer experience, so customers can align their values with ours? Finally, how can we make our customers feel valued and important? More customers today are driven by values, which are tied to emotion.
NICE Systems
JUNE 18, 2019
Digital is the new norm, and it’s disrupting the way customers communicate with brands. With the proliferation of newer digital devices and channels, customers prefer to reach brands through digital channels rather than voice channels. But companies deploying and promoting digital customer service channels, like chat or SMS, are not seeing the results with NPS, containment, and agent efficiency.
TechSee
JUNE 18, 2019
The insurance industry is at the forefront of the digital revolution. Mounting competition from non-traditional players cannibalizing market share with innovative business models has forced P&C insurers to integrate digital technologies into their operations to keep pace.
Advertiser: Skilljar
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.
Heart of the Customer
JUNE 19, 2019
As our book gains traction, readers tell us they appreciate our focus on starting journey mapping by targeting an identified business problem and using this to drive customer-focused change.
ShepHyken
JUNE 18, 2019
Does a Bad Customer Experience (CX) Really Matter? Learning to Ask the Questions That Matter the Most. Shep Hyken interviews Mary Drumond.
NICE Systems
JUNE 18, 2019
Practice makes perfect, right? But in business sometimes there’s no time for practice. You’ve got to be perfect now. At NICE inContact, we’re always thinking about digital customer service. We love finding ways to make customers happy and helping businesses raise the bottom line while doing it. We do the practicing, so you don’t have to. We’ve looked at the trends, we’ve listened to customers, and now we’ve put our key learnings together.
Astea
JUNE 19, 2019
Astea Partners with YASH Technologies to Help Service Providers Derive Maximum Value from the Alliance Enterprise™ Solution. YASH will help drive the implementation and adoption of Astea’s best-of-breed field service management solution. HORSHAM, PA (June 19, 2019) — Astea International Inc.,
Advertiser: Interactions LLC
In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.
Customercount
JUNE 20, 2019
Howard Bendell brings over 25 years' timeshare and real estate experience to the WRAP group of professionals organized by CustomerCount’s Bob Kobek. Continue reading → The post WRAP Spotlight on Howard Bendell appeared first on CustomerCount. News Howard Bendell WRAP
ShepHyken
JUNE 17, 2019
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 7 Powerful Customer Service Phrases You Need to Use by Josh Carlyle.
NICE Systems
JUNE 17, 2019
Many companies underestimate just how much the customer experience on digital channels matter. And as much as I hate succumbing to any of the Millennial stereotypes (thank you in advance, Generation Z for joining the workforce so everyone can talk about YOU now), I avoid talking on the phone as much as I can. Short of breaking up with someone, I communicate most everything over text and email.
Helen Dewdney
JUNE 17, 2019
Brexit and EU consumer law. As of today Brexit is still a mess! No final decisions have been made about anything. The future of EU consumer law in the UK. EU law continues to apply until the UK leaves the EU.
Speaker: Diego Lo Giudice and Chad Hendren
With new competition emerging every day, businesses are transforming themselves, and using software as a means to drive differentiation. Digital transformation has become a key initiative for businesses across the globe, and CX is ground zero. Register now for this webinar and hear from Cyara and their guest speaker, Diego Lo Giudice of Forrester, how testing and QA practices are changing to enable and accelerate digital transformation.
ReviewTrackers
JUNE 20, 2019
If you manage or own a beauty salon or spa, you are probably aware of how labor-intensive it is to build and secure a reputation. The fact is, 90 percent of your leads will be directly correlated to the opinions of prior customers, voiced either online or offline.
ShepHyken
JUNE 19, 2019
It’s been a while since I talked about the concepts of friction and convenience. Our customers have learned what it’s like to have a friction-free, no-hassle, convenient experience. They love doing business with the companies that make it easy. If it’s easy to switch companies, they are quick to switch when the experience is less than convenient. Perhaps the biggest friction point of all with customers is making them wait and disrespecting their time.
NICE Systems
JUNE 19, 2019
Headquartered in Richardson, Texas, Fossil Group is an American fashion designer and manufacturer of distinctive watches, wallets, handbags, accessories, and wearables for a variety proprietary and licensed brands. Its 17 contact centers located around the world support the Fossil Group business , including 250 agents who support over 10 languages. Three third-party call centers take calls during off hours and busy holiday seasons.
Totango
JUNE 18, 2019
Imagine you’re a customer who’s just subscribed to a service or purchased a new product. In a perfect world, what would happen next? You’d probably begin using the product and discover it works exactly as described. The value of your purchase would be immediately apparent.
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Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!
One Millimeter Mindset
JUNE 20, 2019
When you continuously are making excuses for poor product quality and performance or sub-par service and maintenance, how invested are you in client success?
CX Journey
JUNE 17, 2019
Image courtesy of Pixabay I originally wrote today's post for Forbes. It appeared on the Forbes site on November 14, 2018. I've made some slight modifications since then, as it turned into a two-part series. This is the second in that series; the first part can be found here.
NICE Systems
JUNE 19, 2019
In today’s omnichannel customer service environment, savvy organizations offer their consumers multiple ways to interact with them, including agent-assisted and self-service methods. Being customer-centric means meeting customers how and where they want to be met. But are all channels equally effective at delivering a high-quality experience? And do companies understand consumer perceptions about their actual experiences?
Totango
JUNE 20, 2019
It’s been a little over a month since that enthusiastic new customer sailed through the onboarding phase. By now, they should be implementing your product into their daily workflow and enjoying the first signs of business value. Instead, your core metrics are telling you there’s something wrong.
Advertisement
If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
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