What is Customer Effort Score?

Implementing and tracking a customer effort score at your organization could be key in keeping your customers satisfied and improving their customer experience – a tough feat that can otherwise force you to become a mind reader, guessing at their wants and needs before they themselves know them. Unfortunately, most managers and business leaders have […]

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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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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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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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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 it […]

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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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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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One Concept that Improves All Your Customer Service Interactions

In the US market alone, there are hundreds of customer service consultants offering thousands of customer service improvement strategies which begs the question: does anyone need yet another customer service improvement plan? I think, decidedly, yes, for the simple reason that most customer service remains lackluster and inconsistent—while executives routinely believe their customer service is […]

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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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How Marketers Can Leverage Big Data for Customer Experience Insights: 35 Marketing Experts and Customer Experience Pros Share Their Top Tips for Leveraging Big Data to Improve CX

Everyone’s talking about Big Data and the power it holds to transform marketing initiatives from making random guesses and hoping something sticks to strategically refining and focusing marketing strategies with laser precision. But Big Data alone doesn’t magically transform your results; true transformation lies in how you leverage data to your advantage. For many marketers, […]

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Customer Experience Trends to Look for in 2017

Customer experience (CX) refers to the interactions between a customer and an organization that occur for the duration of the business relationship. In recent years, customer experience has grown in value to supersede product quality, value, and customer service. Companies that deliver superior customer experience beat the competition by retaining customers, growing their bottom line, […]

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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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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 and […]

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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 customer […]

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A Really BIG Customer Satisfaction Survey No-No

Our company recently began working with a website optimization service. As the introductory phone call drew to a close, our new account manager asked me to take a customer satisfaction survey—and told me, “That’s how I get paid.” This was useless, awkward, and inappropriate. It showed that what I had to say didn’t really matter. […]

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Customer Experience: Use The Right Metrics

If you’re not achieving your goals for the customer experience, you’re probably not measuring at the correct level; learn what that level is. Goals:   Companies want to give and get value through the customer experience—what are your goals? To deliver proactive customer service? Reduce customer support calls? Increase customer loyalty? Sell more through each […]

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Should Gamification Be Fun?

The Takeaway: For gamification strategies to deliver improved customer engagement, you need to balance your business objectives with genuinely enjoyable incentives. Gamification deployments are fast becoming more common – and more expansive. Business leaders now realize there are virtually no limits to how or where gamification strategies can prove valuable, as this approach has the […]

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Starbucks: Your Customer is NOT Your Guinea Pig

It was the typical noon-time rush at my local Starbucks—certainly not my favorite time to stop, but I was hungry and needed a snack. I ordered a drink and a bagel, and moved out of line to wait. My drink came out quickly, but five minutes later there was still no bagel. I caught the […]

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CallMiner Exhibits at DMA &Then: Interaction Analytics Improves Marketing Effectiveness

CallMiner is exhibiting at the DMA &Then conference in Boston, October 4-6, 2015. The conference brings analysts, brand managers and strategists together to share ideas and proven ways to improve marketing effectiveness. For years, many companies have been using Interaction Analytics in their call centers to improve agent performance. Market leaders are also using intelligence mined […]

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3 Ways to Improve Customer Experience with Speech Analytics

As companies continue to evolve their Customer Relationship Management (CRM) strategies to attract and maintain customers, the contact center has emerged as an important strategic asset. The agents staffing these centers have a direct impact on customer acquisition and satisfaction. In order to continue providing excellent service, more companies are turning to advanced analytics to […]

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