Image courtesy of Pixabay I originally wrote today's post for Clicktools. It was published on their blog on September 28, 2016. In this first part of a two-part series, I'll outline some important ways to ensure that your company is putting the customer at the center of all it does. MORE
We’ve got a great lineup of workshops in San Francisco this coming August. And you’ve got a great reason to register this week: early bird pricing! Save $100 on our two-day workshop and $50 on our one-day workshops when you register by this Friday, June 30. MORE
Episode Overview. Alice is relatively new to her role at Marks & Spencer, where she is head of customer experience. MORE
The past week has been headline after headline of the changes in the retail landscape. As usual, Amazon is causing a lot of the fuss or fanfare, depending on where you sit. Retail shopping must rally itself or retail shopping as we know it could be gone forever. MORE
We all want to know something others don't know. People have long sought "local knowledge," "the inside scoop" or "a heads up" - the restaurant not in the guidebook, the real version of the story, or some advanced warning. MORE
What is marketing? A quick Google search on the word marketing reveals this from the American Marketing Association (And, they should know!): MORE
Looking for an outsourced contact center partner is one of the most complex undertakings for any strategic sourcing professional. It requires a thorough understanding of the contact center world as well as the inner workings of your organization’s processes, business objectives, and brand promises. MORE
So British Airways cabin crew are to go on strike (again) from July 1 st for two weeks just as many of their customers are taking their long-awaited summer holidays. This comes on top of the recent I.T. MORE
Episode overview. Jackie McAtee, Vice President of Marketing and Customer Experience for Mayfair Medical Imaging, and I discuss her path from hospitality and marketing to her hybrid role of both marketing and customer experience. MORE
If there were any doubts that the grocery industry was on the verge of a major disruption, Amazon’s acquisition of Whole Foods just put it to rest. The deal, announced last week, is valued at $13.7 billion and received a considerable amount of media attention. MORE
It is critical to consider the “anatomy” of an interaction in a Customer Experience. The sheer number of things that occur in an interaction at the same time can seem astonishing. MORE
Looking for ideas to improve business results by changing the customer experience? Many improvement opportunities are at your fingertips right now if you are willing to talk with your customers and break a few rules. Several years ago T-Mobile took. Customer Loyalty John Legere Market share Rules T-Mobile MORE
My buddy went to dinner with his wife to celebrate their anniversary. The server overheard them talking about how many years they had been married and was flattered they chose to spend their special night at the restaurant. So, he brought them over complimentary champagne. MORE
In this day and age, information gathering isn’t just limited to observations, surveys, or interviews. Customer data is just at the tips of your fingers. MORE
Date: Wednesday, June 21, 2017 Demonstrating the financial ROI of better customer experience. Published on: June 21, 2017. Author: Vincent Giraud All organizations understand the importance of customer experience to the bottom line. MORE
Sure, I was only serving coffee. But it was my first day and I felt like somebody had handed me the nuclear launch codes. I was nervous to start with – the good kind. You know, where colors seem brighter and you’re full of energy? MORE
Depth of Insight + Breadth of Influence = Speed of Success Register Now – June 22, 2017 Based on the 2016 CXEvolution Survey by MaritzCX, only thirty-eight percent of customer service (CX) professionals say their programs are successful. MORE
Clients who want to bring customers into a co-creation workshop frequently ask us about the logistics—like the right incentives to get people to participate and which customers should (and shouldn’t) be invited. MORE
When you think of your ideal customer experience, does it include someone telling you, “no,” or “I can’t”? Companies need to train their staff to provide alternative solutions and avoid the easy “no” response in order to create a better customer experience. MORE
A proactive Customer Success organization is one that doesn’t wait for problems to arise but creates value where and when it is required. Below are the 5 elements of a proactive Customer Success Manager’s toolkit. Prioritize your customers. Organize your work. Categorize your customers. MORE
Recently, Craig Seebach, VP, Enterprise WFO at Verint, moderated a webinar, “Creating Tremendous Results at Speed,” with Caroline Basyn, SVP, Global Business Services at Mondelez, the global snack manufacturer (Oreo and Cadbury brands to name a couple). MORE
“Thank you” are the two most important words in the English language. Yet, how often are you served and end up the only one in the equation doing the thanking? As we approach the celebration of Independence Day we are reminded to take a moment and thank the brave founders of our great country. MORE
A customer success plan is a blueprint by which both you and your customer can achieve mutual success. Are they really necessary? I mean, a lot of times, success is pretty obvious. If I have a Gmail account, isn’t success sending and receiving emails? How much more can it be? MORE
I want to bring up an interesting example of customer experience innovation that has been discussed (but not directly) in recent weeks. It’s a little bit nuanced, so bear with me. MORE
A few years ago, one of my best friends bought me a poster. It arrived in a large envelope, folded up into quarters. As I pulled it out, I could see that one side was blank white and, as my fingertips soon discovered, the other side was covered in a thick carbon film. MORE
Amazon is truly living up to its nickname these days. As recently reported, the “everything store”, is now looking to seriously expand into the grocery and food business with a $13.7b acquisition of Whole Foods. MORE
Image courtesy of Pixabay I originally wrote today's post for Clicktools. It was published on their blog on October 25, 2016. In this second part of a two-part series, I continue detailing some important ways to ensure that your company is putting the customer at the center of all it does. MORE
With the inclusion of so many technologies, and more coming, companies may be wondering what customers want? How can they, as an organization, provide the elevated customer experience? Give Customers What They Want: Fast Action and Human Interaction. MORE
Whether you’ve worked in support for a month, or a decade, you will have run into an angry customer. Maybe they’re angry because of something you did or something out of your control. But why they are angry doesn’t matter; it’s up to you to fix it. MORE
by CallidusCloud CX Guest Blogger, Annette Franz, CCXP. ~~~. Not seeing the results or improvements you expected to see from your customer listening efforts? Why is that? What’s going on? MORE
In the first part of this blog post series, we introduced the concept of Customer Maturity Index (CMI). We suggested that some of the current methods of assessing a customer’s health in order to determine the best actions to take with them are ineffective. MORE
Kerry Bodine
JUNE 25, 2017
We’ve got a great lineup of workshops in San Francisco this coming August. And you’ve got a great reason to register this week: early bird pricing! Save $100 on our two-day workshop and $50 on our one-day workshops when you register by this Friday, June 30.
Customer Bliss
JUNE 22, 2017
I want to bring up an interesting example of customer experience innovation that has been discussed (but not directly) in recent weeks. It’s a little bit nuanced, so bear with me.
MaritzCX
JUNE 20, 2017
Depth of Insight + Breadth of Influence = Speed of Success Register Now – June 22, 2017 Based on the 2016 CXEvolution Survey by MaritzCX, only thirty-eight percent of customer service (CX) professionals say their programs are successful.
CX Journey
JUNE 20, 2017
Image courtesy of Pixabay I originally wrote today's post for Clicktools. It was published on their blog on September 28, 2016. In this first part of a two-part series, I'll outline some important ways to ensure that your company is putting the customer at the center of all it does.
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Customer support is the most important job in your company, so it pays to hire right
Customer Bliss
JUNE 20, 2017
Episode overview. Jackie McAtee, Vice President of Marketing and Customer Experience for Mayfair Medical Imaging, and I discuss her path from hospitality and marketing to her hybrid role of both marketing and customer experience.
Amity
JUNE 21, 2017
A customer success plan is a blueprint by which both you and your customer can achieve mutual success. Are they really necessary? I mean, a lot of times, success is pretty obvious. If I have a Gmail account, isn’t success sending and receiving emails? How much more can it be?
Kayako
JUNE 20, 2017
Sure, I was only serving coffee. But it was my first day and I felt like somebody had handed me the nuclear launch codes. I was nervous to start with – the good kind. You know, where colors seem brighter and you’re full of energy?
Beyond Philosophy
JUNE 22, 2017
It is critical to consider the “anatomy” of an interaction in a Customer Experience. The sheer number of things that occur in an interaction at the same time can seem astonishing.
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This cheat sheet covers ten fundamentals of customer service to help your business excel.
CX Journey
JUNE 22, 2017
Image courtesy of Pixabay I originally wrote today's post for Clicktools. It was published on their blog on October 25, 2016. In this second part of a two-part series, I continue detailing some important ways to ensure that your company is putting the customer at the center of all it does.
Vision Critical
JUNE 23, 2017
If there were any doubts that the grocery industry was on the verge of a major disruption, Amazon’s acquisition of Whole Foods just put it to rest. The deal, announced last week, is valued at $13.7 billion and received a considerable amount of media attention.
ShepHyken
JUNE 21, 2017
My buddy went to dinner with his wife to celebrate their anniversary. The server overheard them talking about how many years they had been married and was flattered they chose to spend their special night at the restaurant. So, he brought them over complimentary champagne.
CallidusCloud CX
JUNE 21, 2017
by CallidusCloud CX Guest Blogger, Annette Franz, CCXP. ~~~. Not seeing the results or improvements you expected to see from your customer listening efforts? Why is that? What’s going on?
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Learn how to build, maintain, and sustain an effective results-driven VoC program.
inContact
JUNE 21, 2017
With the inclusion of so many technologies, and more coming, companies may be wondering what customers want? How can they, as an organization, provide the elevated customer experience? Give Customers What They Want: Fast Action and Human Interaction.
Forrester's Customer Insights
JUNE 22, 2017
We all want to know something others don't know. People have long sought "local knowledge," "the inside scoop" or "a heads up" - the restaurant not in the guidebook, the real version of the story, or some advanced warning.
Merlin
JUNE 22, 2017
In this day and age, information gathering isn’t just limited to observations, surveys, or interviews. Customer data is just at the tips of your fingers.
BlueOcean
JUNE 21, 2017
Looking for an outsourced contact center partner is one of the most complex undertakings for any strategic sourcing professional. It requires a thorough understanding of the contact center world as well as the inner workings of your organization’s processes, business objectives, and brand promises.
Customer Bliss
JUNE 27, 2017
Episode Overview. Alice is relatively new to her role at Marks & Spencer, where she is head of customer experience.
Amity
JUNE 26, 2017
A proactive Customer Success organization is one that doesn’t wait for problems to arise but creates value where and when it is required. Below are the 5 elements of a proactive Customer Success Manager’s toolkit. Prioritize your customers. Organize your work. Categorize your customers.
CustomerGauge
JUNE 21, 2017
Amazon is truly living up to its nickname these days. As recently reported, the “everything store”, is now looking to seriously expand into the grocery and food business with a $13.7b acquisition of Whole Foods.
Eptica
JUNE 21, 2017
Date: Wednesday, June 21, 2017 Demonstrating the financial ROI of better customer experience. Published on: June 21, 2017. Author: Vincent Giraud All organizations understand the importance of customer experience to the bottom line.
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Tactics for Boosting Engagement and Brand Affinity.
Beyond Philosophy
JUNE 26, 2017
The past week has been headline after headline of the changes in the retail landscape. As usual, Amazon is causing a lot of the fuss or fanfare, depending on where you sit. Retail shopping must rally itself or retail shopping as we know it could be gone forever.
Smith+co CX
JUNE 26, 2017
So British Airways cabin crew are to go on strike (again) from July 1 st for two weeks just as many of their customers are taking their long-awaited summer holidays. This comes on top of the recent I.T.
Amity
JUNE 21, 2017
In the first part of this blog post series, we introduced the concept of Customer Maturity Index (CMI). We suggested that some of the current methods of assessing a customer’s health in order to determine the best actions to take with them are ineffective.
NewVoiceMedia
JUNE 23, 2017
What is marketing? A quick Google search on the word marketing reveals this from the American Marketing Association (And, they should know!):
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Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.
Andrew Mcfarland
JUNE 22, 2017
Looking for ideas to improve business results by changing the customer experience? Many improvement opportunities are at your fingertips right now if you are willing to talk with your customers and break a few rules. Several years ago T-Mobile took. Customer Loyalty John Legere Market share Rules T-Mobile
Verint
JUNE 20, 2017
Recently, Craig Seebach, VP, Enterprise WFO at Verint, moderated a webinar, “Creating Tremendous Results at Speed,” with Caroline Basyn, SVP, Global Business Services at Mondelez, the global snack manufacturer (Oreo and Cadbury brands to name a couple).
Wired and Dangerous
JUNE 26, 2017
“Thank you” are the two most important words in the English language. Yet, how often are you served and end up the only one in the equation doing the thanking? As we approach the celebration of Independence Day we are reminded to take a moment and thank the brave founders of our great country.
Kerry Bodine
JUNE 20, 2017
Clients who want to bring customers into a co-creation workshop frequently ask us about the logistics—like the right incentives to get people to participate and which customers should (and shouldn’t) be invited.
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Read this eBook to learn how your database technology decisions can affect your ability to deliver either a transformational customer experience or a lackluster, dissatisfying encounter that benefits your competitors, not your bottom line.
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