Content about Customer experience

February 12, 2013
Where Does the Customer Experience Begin?

When discussing customer service and sales, have your team brainstorm all the touch points your customer can experience. List these on small strips of paper and create a paper chain. Next, review your customer service surveys and identify the “strong” and “weak” links in the chain. End the activity with an action planning session on how to strengthen the weak links, and how to reinforce and maintain the strong links.

By Norma Jarman, Training Account Manager, Signature Worldwide

Many business operators may believe the customer experience begins when the customer arrives at your place of business. However, in reality, the customer experience begins when a customer decides he or she needs a specific service or item you provide.

March 15, 2012
Inspiring Brilliance in Customer Experience

Communications company Everything Everywhere initiated the “Brilliance Program,” which aimed to make it the best-loved communications brand in the industry. How would to achieve this goal? By narrowing the score variations on performance between agents, and ensuring that customers consistently walked away from every transaction feeling loved.

By Nick Lane, Director, Strategy and Planning, Everything Everywhere

January 30, 2012
Want Higher Performance from Sales Teams?

More than one of every three HR managers (37.9 percent) named Sales as the department most in need of training, based on a global talent management survey by NorthgateArinso.Training correlates to several key outcomes, based on AchieveGlobal research. Moderate to substantial coaching and training tends be related to higher deal sizes, greater increases in personal sales revenue, and generally more overall success compared with those receiving minimal coaching and training.

By Sharon Daniels, CEO, AchieveGlobal

Ultimately, all companies are in the business of sales. While goods and services vary from brand to brand, a company’s lifeblood is in the revenue generated from sales. That’s why it’s critical to consider what comprises an organization’s sales DNA—ranging from the talent of individual salespeople, to strength within the leadership ranks, to organizational structure.

November 4, 2011
Learning From Customers

In our Six Sigma world, we tend to get anxious about showing customers unfinished, unpolished “stuff.” Get over it, say Tim Ogilvie and Jeanne Liedtka, authors of “Designing for Growth.” Innovation is about learning—and customers have the most to teach you. The sooner you get something in front of them that they can react to, the faster you’ll get to a differentiated value-added solution. And they will love being involved.

By Tim Ogilvie and Jeanne Liedtka

Want the biggest bang for your growth investment dollar? Dave Jarrett, a partner at the consulting firm Crowe Horwath, is happy to share his philosophy: involve the customer very early in the process. Here’s what Dave told us recently:

October 26, 2011
Equipping Contact Center Agents to Deliver Personal Service

Intelligent workflow technology that integrates with call routing systems to identify agent idle time and push training and coaching activities to the agent’s desktop is one way contact centers are improving the customer experience.

By Matt McConnell, President and CEO,  Knowlagent

“Wow! That automated attendant really delivered great service!” In an age of automation, how often do you hear a customer enthusiastically share a positive experience with a self-service or instant-service communication channel?

August 2, 2010
Want Engaged Customers? Then Engage Your Employees!

In today’s challenging economy, companies must deliver a compelling and differentiated customer experience if they are to survive and thrive. Indeed, most companies understand they need to actively engage their customers to build loyalty, deepen relationships, and gain access to insights that inspire future actions.

In today’s challenging economy, companies must deliver a compelling and differentiated customer experience if they are to survive and thrive. Indeed, most companies understand they need to actively engage their customers to build loyalty, deepen relationships, and gain access to insights that inspire future actions.