Beyond Philosophy
FEBRUARY 2, 2015
'Music has a unique effect on our brain, especially concerning memory. Apple brilliantly capitalizes on all of them in its holiday ad. When it comes to branding there might be no better way than using music to help a Customer remember your brand promise. Here is the ad, in case you missed it: Part of the reason these studies showed the link is because music activates many centers across the brain, including the emotional ones.
Callminer
FEBRUARY 23, 2015
It's critical for companies to mitigate risk in the contact center. The following CallMiner resource guide offers tips & suggestions of how to do it.
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Peter Lavers
FEBRUARY 18, 2015
Customer Think is a really interesting hub of guest bloggers on customer related topics (especially US writers). I’ve recently started sharing content on there and its been a positive experience with active engagement. Having been selected as Editor’s Pick for both my first two articles has of course warmed me to the site. My most recent post was an older one from this site, encouraging those implementing Customer Effort Score programmes to learn the lessons of what happened with NPS (i.e. don’t
Contact Center Pipeline
FEBRUARY 19, 2015
Generally speaking, many contact centers do an excellent job of discovering and rewarding great performance. Whether through reports, monitored calls or customer satisfaction surveys, we almost always take the time to find and show appreciation for noteworthy performance. While performance recognition is important, it is different from recognizing the importance of the job role.
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Customers That Stick
FEBRUARY 26, 2015
'Meet Nicole Miller! My name is Nicole Miller and I graduated in 1990 at Marymount University where I received a bachelors degree in business and fashion merchandising. Since graduation, I have always been in the retail industry and am currently the district manager for the Once Upon A Child stores. I am fortunate and proud to work for the original, owner and founder of resale, Lynn Blum.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Beyond Philosophy
FEBRUARY 16, 2015
'I’m grateful to my colleague, Richard Vanderveer, for making readers of his blog aware of an insightful report – Return on Word of Mouth, or WOM/ROI – recently issued by the Word of Mouth Marketing Association (WOMMA). As a long-time believer in the power of word-of-mouth and brand favorability in b2b and b2c marketing ( [link] and [link] ), he deserves a sincere thank you for bringing this insightful piece of work to everyone’s attention.
Callminer
FEBRUARY 8, 2015
Contact center analytics evaluate agent performance in real time, leading to improved performance across a variety of areas. Here’s a look at how.
Peter Lavers
FEBRUARY 19, 2015
When speaking about the power of converging different technical disciplines to yield customer insights, it’s common for the conversation to focus on converging analytics & research for proposition insights. However, another rich territory for seeing the benefit of multiple technical customer insight (CI) disciplines is the measurement of marketing effectiveness.
Contact Center Pipeline
FEBRUARY 11, 2015
Any contact received from a customer comes with a set of expectations, and one of those is that the issue will be completely resolved by the time the contact ends. First-contact resolution (FCR) is our way of measuring this characteristic, and anyone who has worked in the industry would be quick to agree that high […].
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
Customers That Stick
FEBRUARY 12, 2015
'Meet Renee Cloyd! Renee Cloyd is a wife and mother of three young boys ages 11, 9 and 6 who balances her busy home life with a full time job as a Center Director at Christ Lutheran Children’s Center. At CLCC, we strive to provide a quality early childhood program. In our center, forming strong ties to the families and the community is the key to the success of our program.
Joe Rawlinson
FEBRUARY 4, 2015
'What is your company’s primary focus? Before you respond with an automatic “why, the customer, of course,” stop and formulate a completely honest reply. Many businesses sincerely believe that they are customer-centric–focussed on the customers they serve–when, in fact, they aren’t at all. Once you fully understand what a customer-centric company looks like, you will be better equipped to formulate a truthful answer.
Beyond Philosophy
FEBRUARY 5, 2015
'Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. These are almost guaranteed not to be memorable, not to be talked about (unless neutrally or negatively), and not creating outside-in advocacy and value creation. Some, through culture, discipline, and purpose have succeeded in creating consistent, positive experiences which are appealing to customers and which customers consider worthy of passing along through informal conversation and recommendatio
Win the Customer
FEBRUARY 16, 2015
'According to Google, it beats customer service in terms of average monthly search volume 380k+ to 200k. Why is experience nearly twice as popular – what’s the big deal anyway? How much cheaper is it for you to retain a customer than to acquire a new one? Why pull teeth for a testimonial from an […].
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CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.
Peter Lavers
FEBRUARY 24, 2015
Too few companies have a Customer Strategy, let alone a Customer Insight (CI) Strategy. At least, that’s my experience. In fact many business strategies that I’ve seen, which seek to pepper their presentation with customer language, if you look closer are really channel strategies or product strategies – reflecting the current silos in that business.
PeopleMetrics
FEBRUARY 28, 2015
'Exceptional and unforgettable Moments of Truth fuel customer delight and loyalty. So too do pointless and broken interactions douse brand devotion. Unfortunately, disappointment carries more weight. Research undertaken by Richard Normann several decades ago revealed that it takes twelve positive Moments of Truth to recover from one failure. Knowing this, it makes sense to prioritize efforts on removing the pointless and fixing the broken moments first for the greatest return.
Customers That Stick
FEBRUARY 19, 2015
'At CTS Service Solutions, we believe one of the best ways to improve customer experiences is by making interactions ad easy as possible and by decreasing the hassle-factor. Enter live chat. Live chat contains a number of attributes that contribute to hassle-free experiences. From ease of first contact, to low-to-no hold times, to the convenience of customers interacting with service reps while performing other tasks, live chat offers an opportunity for organizations to assist customers quickly
Contact Center Pipeline
FEBRUARY 27, 2015
Take a look at our top five blog posts for the month to see which topics your fellow contact center professionals were most interested in—from insights about the internal initiatives that can slow down your service, to tips to help you maximize your training investments, advice for boosting employee morale by reconfiguring coffee breaks, a […].
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!
Beyond Philosophy
FEBRUARY 3, 2015
'Seemingly forever, marketers and researchers have been trying to identify stable and predictable links between what consumers say about product and service experiences, what they mean, i.e. the emotional and unconscious underpinnings about what they really think and believe, and what they do in terms of actual decision-making and actions in the marketplace.
Win the Customer
FEBRUARY 4, 2015
'The most unexpected finding when evaluating Disney’s “magic” recipe for customer experience is the focus on process—the drive and ability to optimize the mundane. One the most surprising facts about the Disney customer experience may just well be the 70% return rate of first time Disney visitors. When you consider the great lengths that individuals and families […].
Peter Lavers
FEBRUARY 12, 2015
How can you influence the top table? As more and more Customer Insight leaders rise in influence within blue chip companies, it seems timely to consider this question. It is not just for Customer Insight Directors (CID), although that role and it’s american cousin (CKO, Chief Knowledge Officer) are appearing in more and more companies. My last search on LinkedIn turned up nearly 50 CIDs in the UK (excluding research agencies where this job title does not have the same seniority) and over 700 CKO
ijgolding
FEBRUARY 24, 2015
'As someone who spends his life eating, talking, breathing, writing and generally living everything to do with Customer Experience, it is inevitable that on occasion I may get tagged as a serial ‘moaner’ It is true to say that I often highlight the less than palatable experiences I encounter. However, I am just as quick […].
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Customers That Stick
FEBRUARY 5, 2015
'Creating great customer experiences and delivering great customer service almost always boils down to one thing: being able to understand the experience of customers — to walk a mile in their shoes and to build a better shoe or create a better walking path with that knowledge. It begins by understanding what your customers are going through, especially when the experience is not a positive one.
Contact Center Pipeline
FEBRUARY 26, 2015
Have you ever heard the saying, “There’s a reason we have two ears and one mouth”? I work with many companies looking to decrease attrition, and the same set of three problems shows up again and again in the initial employee engagement surveys. Lack of empowerment Lack of information Lack of the basic knowledge needed […].
Beyond Philosophy
FEBRUARY 10, 2015
'First impressions count. When you start a job interview one of the first things you will do is shake your prospective employer’s hand. What impression will they get of you by doing this? Handshakes can indicate many things. The strength of a handshake conveys a lot of information. From a firm to a limp handshake, each intensity communicates pertinent conscious and subconscious clues about your personality.
Win the Customer
FEBRUARY 27, 2015
'Unhappy customers cost businesses $537 trillion each year. The customer is NOT always right, but even wrong customers can significantly impact your business for the better. Instead of focusing on who’s right and who’s wrong, your time is always better spent doing what’s right and not what’s wrong to continue to keep existing customers and […].
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.
Peter Lavers
FEBRUARY 11, 2015
Different businesses continue to use the term “Customer Insight” to mean different things. Even in our poll of over 100 customer insight leaders, only half of you considered data management or database marketing to be part of Customer Insight. The majority also had only research reporting into them, not analytics. Does that ring true with your role?
Kristina Evey
FEBRUARY 10, 2015
'The secret sauce to getting more customers and making more money? Show Your Customers The LOVE! Show Your Customers the Love. It doesn’t get any simpler than that. Think about the way we build personal relationships… we see someone we are attracted to, we do things to get them to notice us, we try to find out more about them, we do things to try to impress them, we pay attention to them, we notice what makes the happy and/or sad, we do our best to make them feel good or happy.
Customers That Stick
FEBRUARY 2, 2015
'Technology is an integral part of frontline customer service. From information kiosks to digital signage, from mobile point of sale devices to the customer’s own smartphones; technology is part and parcel of even the most basic face-to-face interactions on the service floor. While much is made of online shopping replacing retail shopping, less is discussed about how online shopping is shaping customer’s expectations in stores.
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