Beyond Philosophy

SEPTEMBER 9, 2014

'How many times have you undertaken Customer research to discover what a Customer wants you to do to improve their Customer Experience only to discover when you implement this, it has no effect? What is going wrong here? Quite simply, on many occasions Customers don’t know what they want and will say the first thing that comes to their head. Therefore to discover this ‘hidden’ aspect of a Customer Experience you need to undertake a different form of research.

Consulting 403

Consulting Consulting Customer Experience 403

Callminer

SEPTEMBER 28, 2014

What can call center agents do to ensure they handle customer concerns efficiently? Sound like a real person (instead of a robot). Here’s how to do it.

Call Center 182

Call Center Personalization Scripts 182

Customers That Stick

SEPTEMBER 15, 2014

'At the core of all customer experience is communication. Communication helps direct a customer to the right department, helps make a customer feel valued, and helps give context to a product or service. Communication is among the most important of variables and, in many cases, the easiest to improve. Sometimes, the simplest things get lost in the sea of complexity that is modern business.

Scripts 157

Scripts Customer Service Customer Experience 157

Win the Customer

SEPTEMBER 21, 2014

'If you don’t like change, your going to like irrelevance even less. If you’re looking for an example of the customer experience revolution, Amazon has shown the way to innovate and dominate by putting the needs of customers first. Making experience the heart of business strategy, Amazon has shown that customer service and customer experience really do matter […].

Customer Experience 144

Customer Experience Customer Service 144

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Contact Center

ijgolding

SEPTEMBER 8, 2014

'I have often said in the past how lucky I am to have so many people share their customer experience stories with me. Sometimes the stories are difficult to hear. Sometimes the stories are inspiring. In all cases I believe that through the use of storytelling, it is possible to bring to life the significance of the customer experience in the organisations we work and interact with.

Customer Experience 131

Customer Experience Customer retention Customer Service 131

Beyond Philosophy

SEPTEMBER 11, 2014

'Each year, we do a Global Leader Survey of top executives in Customer Experience Management. Last year’s survey revealed that Amazon claimed the top spot and Bank of America…well, didn’t. While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. That is to say, Amazon has it—and Bank of America doesn’t.

Banking 347

Banking Employee engagement Customer centricity Consulting 347

CX Journey

SEPTEMBER 9, 2014

'Image courtesy of Dobi How is low trust impacting your organization? Your business results? I''ve written about trust at least a dozen times in the past. In response to my recent post, A Culture of Distrust , Richard Fagerlin reached out to me about his book Trustology : The Art and Science of Leading High-Trust Teams. He wanted to get my thoughts on his stance on trust.

Employee engagement 77

Employee engagement Personalization 77

Customers That Stick

SEPTEMBER 25, 2014

'Meet Ali Banks! Ali Banks’ began her career in architecture but left her real estate development job to pursue her love of food at Le Cordon Bleu, Paris. Her food adventure brought her back home to New York and now Chicago. Currently the Resident Chef for Sur La Table, Chicago, she teaches hands-on cooking classes to adults and children. Additionally, she is the recipe developer for Sitka Salmon Shares and enjoys experiencing the operation first hand by fishing in Alaska.

Banking 133

Banking Customer Experience Real estate Customer Service 133

Win the Customer

SEPTEMBER 24, 2014

'80% of companies say they deliver “superior” customer service, but only 8% of customers think these same companies actually deliver “superior” customer service. Though most brands believe that their customer service is adequate to keep their customers happy, it’s clear that most customers feel otherwise. When a person purchases products or services from a brand, the […].

Customer Service 144

Customer Service Call Center Personalization Customer Experience 144

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Analytics

ijgolding

SEPTEMBER 1, 2014

'Smiling – we all do it. Some of us do it more than others, but it is very likely that we will all smile at some point today. There are actually some very interesting facts about the facial expression we take for granted: Forcing yourself to smile can improve your mood. Smiling boosts your immune system. Smiling is contagious. Smiling relieves stress.

Employee engagement 108

Employee engagement Customer Experience 108

ForeSee

SEPTEMBER 4, 2014

'For over 10 years, ForeSee has been measuring and reporting on citizen satisfaction with the digital government experience. In that time, we’ve seen technology evolve – and with that comes. The post Digital Government Best Practices for Meeting the Expectations of Today’s Multichannel, Multi-Device Citizens appeared first on ForeSee.

Multichannel 68

Multichannel Government Best practices Technology 68

Beyond Philosophy

SEPTEMBER 23, 2014

'Two flights. Two grounded planes. Four angry passengers, one of them with a wet shirt. Two planes worth of delayed passengers. And one big question: Is it okay to recline your seat on a flight? I am referring to the two incidents a couple of weeks ago involving the issue of reclining a seat on a flight. The first event took place on a United Airlines flight and involved a Knee Defender , a device that a passenger can secure to the tray table to restrict the seat in front of them from reclining.

Airlines 335

Airlines Consulting Consulting Personalization 335

CX Journey

SEPTEMBER 23, 2014

'Image courtesy of Unsplash Today''s post is inspired by a couple of different conversations that happened over the past week or so. What''s the difference between a customer experience lifecycle map and a customer journey map? I thought it was worthwhile to clarify because the difference is in the details! Literally. I''ll start with the customer experience lifecycle map.

Journey mapping 72

Journey mapping Customer centricity Customer Experience Sales 72

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Contact Center

Customers That Stick

SEPTEMBER 18, 2014

'Guest Poster: Kristen Gramigna. Kristen Gramigna is Chief Marketing Officer for BluePay , a credit card processing firm, and also serves on its Board of Directors. She has more than 15 years experience in the bankcard industry in direct sales, sales management and marketing. Building a base of loyal customers can be one of the most effective ways to increase your profitability and optimize your customer acquisition costs, but what does it take to win the favor of Millennials (consumers who are

Customer retention 133

Customer retention Surveys Sales Technology 133

Win the Customer

SEPTEMBER 17, 2014

'Not only is it cheaper to keep a customer than to win a new customer, peeping customers happy is easier than fixing an angry customer. But let’s face it, no matter how much we try to keep disasters at bay, there will always be isolated cases where customers end up unhappy with the products and […].

Customer Service 143

Customer Service Call Center 143

ijgolding

SEPTEMBER 30, 2014

'If you follow me on Twitter, it would not have escaped your notice that last week played host to the 2014 UK Customer Experience Awards. It is an event that has firmly established itself in the annual ‘do not miss it’ calendar! I am proud to say that I have been involved with the awards every year since their inception in 2010. As an entrant, winner, judge and award presenter, I believe that Neil Skehel and his team have had a significant influence in evolving the UKs understanding

Customer Experience 102

Customer Experience Transportation Government B2B 102

Amity

SEPTEMBER 16, 2014

Wow! As one of the attendees said: “Venk Chandran had enough expertise, experience, and insights to fill a 2-day course!”. The Customer Success Meetup group has grown to nearly 200 members in it’s first year. It was great to see that the majority attendees at this session were new members that were engaged in Customer Success in some capacity. Last night’s speaker was Venk Chandran, Senior Manager, Strategy and Enablement, Customers For Life at Salesforce.

Entertainment 48

Entertainment Strategic Value Metrics Feedback 48

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

Customer Experience

Beyond Philosophy

SEPTEMBER 26, 2014

'Most of us think that people make decisions, especially big, consequential decisions, based on a rational assessment of the consequences of that decision. The stock market is a great example. Clearly it makes sense that who fares best in the stock market are those investors making logical, rational choices. Certainly with the types of investments that are made, the sophistication of the analytics that is undertaken and the vast sums of money involved you would want to think that that is the cas

Consulting 326

Consulting Consulting Marketing Analytics 326

CX Journey

SEPTEMBER 2, 2014

'Image courtesy of Unsplash | André Spieker When you listen to customers or to employees, do you really listen? Or are you already anticipating your response or your reaction before they''re finished talking? Stephen R. Covey said: Most people do not listen with the intent to understand; they listen with the intent to reply. Unfortunately, this is so true.

Personalization 67

Personalization Sales Customer Experience 67

Customers That Stick

SEPTEMBER 22, 2014

'…we have failed. Failed to listen closely enough. Failed to communicate effectively enough. Failed to provide enough value. Not every customer lost is a failure. Customers’ needs change. Some customers move out of the market, some lose the ability to pay, and some simply no longer need our product or service. Yet, if we look at why most customers are lost, a great many represent a failure of customer experience or of customer service.

Marketing 126

Marketing Customer Experience Customer Service 126

Win the Customer

SEPTEMBER 19, 2014

'US-based companies spend more than $300 billion every year on outsourced contact center services. Outsourcing has come light years from what most people imagine and contact center services providers often are the key to helping small and mid-sized organizations compete in the global marketplace. Radical changes have been happening in how customers buy and what […].

outsourcing 141

outsourcing Customer Service Contact Center Call Center 141

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ijgolding

SEPTEMBER 24, 2014

'Many dinner table conversations about customer experience will end up talking about the airline industry. It is almost impossible to find a human who does not have an airline ‘story’ – and most of the time the stories are not particularly positive. An industry that appears to be amongst the most glamorous has consistently struggled over the years to deliver consistently good experiences.

Customer Experience 98

Customer Experience Airlines Entertainment Calibration 98

Chad Schaeffer

SEPTEMBER 12, 2014

It was May 2001 and I was just kicking off my first contact center software implementation as a project manager. Consumers were rapidly adopting email as an innovative communication method and big companies were trying to figure out how to manage this incredibly modern support channel. Overnight major brands were receiving millions of support emails a year.

Airlines 48

Airlines Customer Service Banking Contact center software 48

Beyond Philosophy

SEPTEMBER 17, 2014

'Humans are by nature prejudiced. However, the word prejudice conjures up negative images in most of our minds. When you read my title, you probably wanted to answer no, because we have been taught that prejudice is inherently wrong, and clearly there are a number of prejudices that are abhorrent; race and religion, spring immediately to mind. Unfortunately prejudice is natural within people.

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Consulting Consulting Customer emotions Government 300

CX Journey

SEPTEMBER 16, 2014

'Background image courtesy of Unsplash Which should you focus on: reputation management or customer experience management? Or both? With sites like Yelp, TravelAdvisor, Angie''s List, and more (not to mention Twitter, Facebook, blogs, etc.), companies have a myriad of options for listening to customers online and uncovering when and where good and bad experiences are taking place.

Management 65

Management Customer Experience Technical Support Advertising 65

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Experience

Customers That Stick

SEPTEMBER 29, 2014

'One of the (usually) fun things about being in the customer service/customer experience space is that friends, family members, and colleagues like to tell you about their newest customer service adventures — positive or negative. The following happened to a colleague of mine a few weeks ago. The setting has been altered slightly to protect the guilty.

Customer Service 121

Customer Service Customer Experience 121

Win the Customer

SEPTEMBER 12, 2014

'In digital world, thoughts and opinions are processed at lightning speed, so with the very real possibility of a customer’s negative experience going viral, businesses are making exceptional (and proactive) customer service an operational necessity.

Customer Service 137

Customer Service 137

ijgolding

SEPTEMBER 18, 2014

'Have you ever looked up the definition of the word Empathy? I would suspect that you have not! It is not often that we take the time to read dictionaries!! If you read the definition above, it is also likely that you will find it difficult to correlate many of the words used with organisations that you interact with on a daily basis. I often tell people how rare I think it is for companies to demonstrate ‘customer empathy’ on a consistent basis.

Airlines 84

Airlines Customer retention Consulting Consulting 84