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  1. Part four of a new series from Smith+Co exploring business value, communication and empathy. Part one: Lessons on brand values from sinners and saints. Part two: How to adopt a value-led approach to handling a brand crisis. Part three: How leading brands build empathy into their CX - and how you can too.
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  2. What separates those brands that deliver great customer experience from the rest? What qualities are consistently present and what can we learn from them?
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  3. Emotions are a huge part of the customer experience. Emotions drive or destroy value for a business, and often in hidden ways. Emotions influence our desire to buy or not to buy, what we choose from a company’s offerings, what we remember and share about the experience, and, perhaps most importantly, whether we will be loyal to a brand.
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  4. This week I gave a keynote at the Customer Experience Professional Association (CXPA) Insight Exchange in New Orleans. As alway, it was a great event; there’s almost nothing better than a group of enthusiastic CX professionals! We’ve come a long way since we had the first CXPA event at Fenway Park in 2011.
    Tags: , by tjeerdtraats (2018-05-15)
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  5. You’re no stranger to RFPs. Love them or hate them, the undeniable truth is that they’re crucial to making informed business decisions about future vendors and partners. The purpose of a contact center RFP is no different: it’s an essential process to use when choosing an outsourcer. However, the contact center RFP is unique and can’t be modeled on the same old RFP template used for other services your company may procure.

    Your contact center partner owns a huge part of your customer experience. And customer experience comes with complexities not found in other service offerings. And your outsourced partner is going to act as an extension of your own brand, so their employee experience, hiring philosophy, and corporate culture truly matter. Thus, crafting your contact center RFP takes thoughtful preparation. Here are our most popular resources to guide you in crafting an RFP that will address the unique challenges of selecting a contact center partner.
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  6. If you work in customer service, chances are you know the signs of a complaining customer.

    You might recognize them by their pointed tones, their defensive, often raised voices (over email or live chat, this may present itself as all caps writing), and their creative use of insults. You may recognize the way they hold up the line at checkout, the way they demand to speak to management, or the way a look of disbelief plants itself on their faces when they hear that what they are asking for simply cannot be done.

    Nobody likes a complaining customer, yet it’s something that every organization has to deal with. What businesses are increasingly realizing, however, is that despite their bad rap, complaining customers are a lot more than just a stitch in your side – they are something that every company can and should learn from.

    Here are the top 7 reasons why complaining customers are your best customers, and what you can do to turn dreaded customer complaints into golden opportunities.
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  7. Once upon a time, brands purchased advertisements which effectively influenced prospective buyers. In those days, consumers were at the mercy of advertising claims made across traditional outlets (e.g., network television, radio, newspapers, and magazines).
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  8. When it comes to marketing technology, 2017 was a year defined by big data. For both marketers and retailers, the most influential technologies available were those that used customer – and even employee – data to improve experiences and make marketing smarter, more streamlined, and ultimately a more profitable venture.
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  9. Definition of Culture – The sum of attitudes, customs, and beliefs that distinguishes one group of people from another.

    Corporate culture refers to the shared values, attitudes, standards, and beliefs that characterize members of an organization and define its nature. Corporate culture is rooted in an organization’s goals, strategies, structure, and approaches to labor, customers, investors, and the greater community.

    Culture is based on shared attitudes, beliefs, customs, and written and unwritten rules that have been developed over time and are considered valid. (The Business Dictionary).
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  10. Are you facing some challenges from your C-Suite regarding the implementation of a customer experience transformation? In today’s episode, I talk to Patricia Pedhom Nono, General Manager, Customer Service & Customer Experience at MTN Cameroon, one of the biggest telecommunications company in Africa. As the company’s first CCO, Patricia shares a detailed account of how she demonstrated the value of a customer-first strategy to a skeptical C-Suite.
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Mopinion is a proud sponsor of Customer Experience News. The voice of the online customer is taking on an increasingly important role when it comes to improving websites and apps. So web analysts and digital marketeers are making more and more use of Customer Experience Tools in order to collect experience for the customer. Mopinion takes it one step further and offers a solution to analyse and visualise Customer Experience results from your websites and apps wherever you need them. The real challenge for companies is not about capturing Experience, it is about how to make sense of the data.