Ready to Get ROI on Your Great Customer Service? Think “Conversionally”

Whenever I run a webinar on how to drive ROI from customer experience, I get an unusually high number of registrants. This leads me to believe that while there are more customer experience (cx) roles than ever before, customer experience itself is not seen as an ROI generator. But thinking about customer experience as an […]

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How to Reduce Call Center Dead Air Space?

Silence: The Truest Expression of Scorn There is a common misconception that the rise of the Internet, social media, live chat software, and text messaging mean the phone call is slowly dying. The truth is phone calls account for 68% of all customer communications which means properly training representatives is still a critical aspect of […]

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Top 5 Metrics for Measuring Customer Satisfaction

More than 90% of unhappy customers will never choose to do repeat business with you. But, 95% will if you fix their complaint instantly according to Lee Resource, Inc. As a smart business owner or manager, your priority needs to be creating satisfied customers.   In today’s customer-focused business world, that means you need to […]

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A customer journey – how not to handle a complaint

Because of the nature of the industry I work in, I care a lot about how good companies are at delivering a superior experience to their customers – and how they respond when things go wrong.   This blog is prompted by a bad customer experience and an even worse complaint handling process. I hope […]

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How to Make your Survey Better than Nordstrom, Lowe’s, and Walmart

I know you get asked to take surveys all the time, because I do. Even the shortest business trip results in at least 5 surveys: Delta wants to know about your flight; Hilton wants to know about your stay; Enterprise asks about your car rental and on and on. But the most prevalent of all […]

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CX Data Analysis: Data That Delivers Exceptional Customer Experience

Meeting customer demands can be a struggle for today’s businesses. Their expectations change from day to day, and customers expect results before they even contact you. Technology plays a leading role in these high expectations. The business community is embracing technology across all aspects of their operations. It streamlines communication and makes tedious tasks more […]

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What You Can Learn from Netflix About Big Data & Customer Engagement

Netflix is a master at showing how big data can work as a tool to create strong customer engagement and improve customer satisfaction – the next time you choose a new TV series, see the recommendations this streaming service offers based on your previous choices. This company – with its oceans of information about when […]

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6 Steps to Improve Your Customer Satisfaction Surveys

  I’ll be moderating conversations about VoC at next week’s Operations Summit and it got me thinking… It’s practically a given that every company will issue a customer satisfaction survey as part of their VoC program. But it’s NOT a given that every survey will improve customer satisfaction.   Think about your own satisfaction survey […]

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IOT Evolution: Predictive Analytics & the Internet of Things

The Internet of Things and predictive analytics – these two technologies have an almost unlimited number of potential applications, and are already upending countless industries. Research and Markets estimated that the global IoT market will reach $660 billion by 2021, representing a 33 percent compound annual growth rate through that time. Similarly, the worldwide predictive […]

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Employee Engagement: Companies Should Think Past “Fun”

Managers and employees alike know the benefits of high employee engagement. When prioritizing our needs in the workplace, we value a pleasant work environment over a big paycheck, according to a recent British study conducted by the Association of Accounting Technicians. For managers looking to boost engagement, the key is to find the combination of […]

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4 Examples of Common Customer Engagement Misconceptions

As is the case with most buzzwords, customer engagement has a fuzzy definition, which can make it difficult for companies to create strategies that improve customer satisfaction and experience. As a result, engagement has a large number of misconceptions, which can stop contact center leaders from taking full advantage of the benefits that customer engagement […]

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Why multitasking is the enemy of active listening

The Takeaway: While it’s tempting to multitask, agents struggle to have authentic interactions with customers. Active listening is a useful tool to improve engaging with customers. Sometimes it feels impossible to not multitask within a given workday. When on the phone with a customer, agents are responsible for juggling the incoming information that a customer […]

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Using Analytics in Your Contact Centre to Help You Navigate Through Uncertain Times in 2017?

Post by: Frank Sherlock, VP, International, Sales An Age of uncertainty is upon us” according to The Economist and many other sources.   Preparing for and being able to manage your business and your relationships with customers through such times will be critical. Your call centre is at the forefront of customer interactions. Utilizing the […]

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Healthcare Apps Can Learn from Fitbit

The Takeaway: Healthcare providers looking to increase customer engagement through apps can look to Fitbit for successful tactics, like multi-channel engagement and strong motivators.   If only more healthcare apps could be like Fitbit. When asked about his company’s mission, Fitbit CEO James Park said:   “A lack of consumer engagement is missing…[it] is a […]

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Is Your Quality Management Going to Win You a Major?

I like to play golf, badly on most occasions, but it’s a hobby of mine and I enjoy it. Tiger Woods also plays golf and he recently returned in the Hero Challenge after a long time out of the game with injury. From being former World number one his ranking was in the mid 800’s. […]

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Voice of the Customer: It’s NOT About You!

What’s the point of doing a customer satisfaction survey? Well, rather obviously, to gauge how customers perceive you, and where their expectations are being—and not being—met.   This requires walking in the customer’s shoes and designing your survey from the customer’s perspective. Sound simple? It is…sort of.   Unfortunately, organizations run a high risk of […]

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The True Path to Customer Sentiment Through Interaction Analytics

Sentiment analysis has become a household phrase in this “era of the consumer” that has ushered in an acute focus for organizations towards customer experience, as both a necessity in business success and a core differentiator.  Sentiment analysis in the context of customer experience refers to gaining an understanding of how your customers feel about […]

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Study: Top Retailers Waste Time with Flawed Surveys

It seems that we’re asked to take a customer satisfaction survey with nearly every purchase. But do you ever wonder…do they really care what I have to say?   Our 2016 Customer Listening Study, the first of its kind, evaluated the customer satisfaction surveys of 51 top US retailers. The main finding: retailers like Lowe’s […]

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How to Identify Your Customer Engagement Optimization Priorities

The Takeaway: Customer experience objectives should take precedence over technology when aiming for customer engagement optimization.   It’s a simple question with a complex answer: What’s the best way to improve the customer experience at your company? An obvious step in the direction is to optimize customer engagement. A recent survey found that “improving the […]

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Listen 2016: Customer Engagement Building Momentum

  The Higher Ed Growth team joined top customer engagement professionals for CallMiner’s Listen 2016 earlier this month. Our company has attended for years and this event stood out in many ways.   For one, it was bigger. With 40 percent more attendees, customer engagement is clearly building momentum. It’s a reflection of the industry […]

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