Beyond Philosophy

JANUARY 27, 2016

If you enjoyed this post, you might be interested in the following blogs: Are You Making Excuses for a Bad Experience? The post Big CX Idea for 2016: Not Despite but Because appeared first on Beyond Philosophy | CX Consultants | Customer Experience. Or get back on the road to move it to the next level after switching to because?

Metrics 236

Metrics Consulting Consulting Customer Experience 236

ShepHyken

SEPTEMBER 12, 2016

The “Customer Success” tips (I’ve mentioned these in a past Top Five blog) are invaluable, and I’m sure you’ll find some other great tips from the other topics as well. The post 5 Top Customer Service Articles For the Week of September 12, 2016 appeared first on Shep Hyken. by Len Markidan. Follow on Twitter: @Hyken .

Customer Service 286

Customer Service SaaS Customer Experience Marketing 286

ShepHyken

DECEMBER 23, 2016

This week on our Friends on Friday guest blog post my colleague, Dianna Booher, shares 10 lessons learned from a poor customer service experience. Read Shep’s latest Forbes Article: Top Ten Business Books Of 2016. . The post Guest Blog: Surviving Poor Customer Service: 10 Lessons Learned appeared first on Shep Hyken.

Customer Service 220

Customer Service Construction Personalization Management 220

ShepHyken

SEPTEMBER 26, 2016

Joseph’s Blog) I’ve often said anyone can create a mouse. The post 5 Top Customer Service Articles For the Week of September 26, 2016 appeared first on Shep Hyken. This article includes some good ideas and a couple of great mini-case studies that emphasize the power of the customer journey map. Follow on Twitter: @Hyken .

Journey mapping 305

Journey mapping Customer Service Contact Center Airlines 305

Topdown

JANUARY 18, 2017

Here are the top five articles on our blog in 2016: We want to give our readers more of the kinds of content you find most interesting and useful, so we pay attention to the articles you read and share the most.

Customer Experience 59

Customer Experience 59

ShepHyken

JUNE 17, 2016

This week on our Friends on Friday guest blog post my colleague, Ian Landsman writes about the importance of training and preparing customer service representatives to interact with customers. He writes a regular blog about the fundamentals of excellent customer service, titled The Delightenment Blog. Shep Hyken.

Customer Service 209

Customer Service Education Customer Support Management 209

ShepHyken

MARCH 10, 2017

This week on our Friends on Friday guest blog post my colleague, Steven Macdonald, shares the results of a study examining how companies around the world respond to customer service requests. Yet , the average response time in 2016 was 15 hours and 17 minutes , which is hardly the superior service that most companies believe they deliver.

Customer Service 221

Customer Service Technical Support Benchmark Best practices 221

ShepHyken

JANUARY 27, 2017

This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. In 2016, major companies had some very public blunders due to customers sharing their bad customer service experience on social media.

Technology 235

Technology Customer Service Management CRM 235

ShepHyken

JULY 11, 2016

I have written about this subject in the past – yet I assure you this blog post is not a rehash of previous ramblings. The post 5 Top Customer Service Articles For the Week of July 11, 2016 appeared first on Shep Hyken. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com.

Customer Service 204

Customer Service Entertainment Banking Customer centricity 204

ShepHyken

MARCH 23, 2018

The 2016 Wells Fargo scandal for opening unauthorized client accounts resulted not only in penalties but in stock declines and lawsuits. The post Guest Blog: Lead with Communication to Reduce these 5 Revenue Leaks appeared first on Shep Hyken. How to prevent and correct: Difficult news is just that.

Airlines 206

Airlines Morale Benchmark Marketing 206

Mindtouch

OCTOBER 14, 2016

It’s better you control that conversation and not some YouTube video, blog site, community forum, or worse — your competitor. We compiled the list of 2016’s top 25 Content Strategists who are well-known and reputable influencers around the world so that you can: Easily visualize a community of thought leaders. Did You Make the List?

Consulting 91

Consulting Consulting Engineering Enterprise 91

NICE inContact

AUGUST 30, 2016

Here are five ways to get ready to transform customer experiences at ICUC 2016: 1. By attending ICUC 2016, you can explore new ways to transform customer experiences. The post Get Ready to Transform Customer Experiences at ICUC 2016 appeared first on inContact Blog. Technical Training. You won’t want to miss it!

Customer Experience 78

Customer Experience Best practices Contact Center Feedback 78

ShepHyken

OCTOBER 5, 2022

Brian Knight , a professional speaker on team performance, posted the story on his blog. When Brian was in Suzanne’s office the first time, he noticed a massive trophy with her name engraved six times – next to the years 2016, 2017, 2018, 2019, 2020, and 2021. And by the way, you will enjoy this story even if you’re not in sales. .

Sales 310

Sales Customer Service Advertising Customer Experience 310

Contact Center Pipeline

DECEMBER 22, 2016

As we approach the close of another year on the Pipeline blog, we wanted to take a quick look back to see which posts were most popular among contact center professionals. The topics ranged from a debate on the value of NPS in the contact center, to how to proactively welcome callers, to omnichannel strategies […].

Contact Center 100

Contact Center Call Center Customer Service Customer Experience 100

Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback. Find out what they are in this blog post. Published on: January 12, 2017.

Multichannel 59

Multichannel Customer Service Contact Center Benchmark 59

Beyond Philosophy

FEBRUARY 15, 2018

The Consumer Financial Protection Bureau (CFPB) meted out a $185 million fine that included a $100 million penalty to Wells Fargo in 2016 for their violation and abuse of consumer trust. If you enjoyed this post, you might be interested in the following blogs and podcasts: What Should Wells Fargo Do Now? 8 September 2016.

Banking 352

Banking Accountability Consulting Consulting 352

Talkdesk

MAY 17, 2016

Opentalk 2016 is upon us. Happily, we’re diligently reporting on all the happenings and learnings at Opentalk 2016. This blog post will serve as a hub of our Opentalk content. This blog post will serve as a hub of our Opentalk content. Live and Post-Event Blog Coverage. Pre-Event Blog Coverage. Opentalk2016.

call center software 40

call center software Customer centricity Call Center Personalization 40

NICE inContact

OCTOBER 6, 2016

We are officially less than one week away from our biggest event this year, ICUC 2016 ! We are excited for this year’s ICUC 2016 conference and can’t wait to see you in Orlando! The post ICUC 2016 Checklist to Help Transform Your Experience appeared first on inContact Blog.

Entertainment 48

Entertainment Contact Center Customer Experience 48

Topdown

DECEMBER 15, 2016

In the last few articles on our blog, we’ve been going over their recommendations for contextualizing CCM and the customer experience. Now I want to take a closer look at another recent Gartner report, “ Content Management for the Digital Era: Rethinking Strategies Beyond 2016.”

Management 48

Management Customer Experience 48

Cisco - Contact Center

MAY 18, 2023

Preparing for the future and a 5G world Saudi Arabia announced “Saudi Vision 2030” in 2016, a bold pathway for the country’s future. A transformative and deeply ambitious plan, it seeks to unlock Saud… Read more on Cisco Blogs

Customer Experience 81

Customer Experience 81

Provide Support

DECEMBER 7, 2015

Customer experience trends 2016. Published in Provide Support Blog , 2015. Customer experience is becoming more and more important for companies over the years. The reason is, it has become the key differentiator. Read more. © 2003 - 2015 Provide Support LLC. Permalink | No comment.

Customer Experience 46

Customer Experience Marketing 46

Contact Center Pipeline

DECEMBER 28, 2016

This year, we began publishing those columns on our blog to help spread the word about these outstanding contact centers, leaders and […]. The column is devoted to recognizing best-in-class service providers and leaders, and highlighting their accomplishments.

Contact Center 100

Contact Center Call Center Customer Service Customer Experience 100

aircall

DECEMBER 19, 2016

This year on the Aircall blog, we’ve looked at quite a few ways how to improve your business’ customer service. Best customer service companies of 2016: all-star division. Best customer service of 2016: “our own pick” division. Eric J Snover (@EricJSnover) October 3, 2016. Michael T (@Spokeman) 25 septembre 2016.

Customer Service 74

Customer Service Advertising Transportation Customer Support 74

Beyond Philosophy

DECEMBER 8, 2015

The post Eyes On The Customer Experience Prize: Will 2016 (Finally) Be The Year Of The Emotionally-Driven Employee Ambassador? This, as noted, is the tip of the employee emotion, attitude, and behavior research insights iceberg. There’s a lot more to tell. appeared first on Beyond Philosophy | CX Consultants | Customer Experience.

Brand ambassadors 170

Brand ambassadors Customer Experience Enterprise Feedback 170

Provide Support

NOVEMBER 8, 2016

Published in Provide Support Blog , 2016. What can you do to minimize the negative effects of the busy season and keep customer satisfaction high?(.). Read more. © 2003 - 2015 Provide Support LLC. Permalink | No comment.

Average Handle Time 73

Average Handle Time Wait times Surveys Customer Service 73

Beyond Philosophy

OCTOBER 12, 2016

As Customer Experience Consultants in 2016, we are delving into what causes a person to feel emotions these days. To learn more about these fascinating and compelling concepts for business, please read our latest book The Intuitive Customer: 7 Imperatives for moving your Customer Experience to the next level (Palgrave Macmillan, 2016).

Personalization 419

Personalization Consulting Consulting Customer emotions 419

Mindtouch

MAY 13, 2016

At the ‘Pulse’ Conference 2016 , hosted by Gainsight and sponsored by all the big wigs in the industry, the conversation is all about how to keep an accurate reading of your bloodline’s, aka, your customer’s, pulse. Ari Hoffman: We are here at Pulse 2016 hosted by Gainsight. This event was truly incredible. Transcript of Interview.

Self service 48

Self service SaaS Sales Best practices 48

aircall

NOVEMBER 10, 2016

Aircall (@aircall) 18 novembre 2016. Dan Ring (@DanRing3) 19 octobre 2016. Dreamforce 2016 takeaways. In conclusion, Dreamforce 2016 was a great place to be! Our Take on Dreamforce 2016 appeared first on Customer Experience & Cloud Call Center | Aircall Blog. Meanwhile, Try Aircall for free.

Analytics 48

Analytics Sales Technology Call Center 48

Talkdesk

MAY 6, 2016

Our blog has run down a partial list of the amazing speakers at Opentalk 2016 and written individual announcements of others. This blog post explores one aspect of Opentalk that we have yet to make a peep about… Our exciting product announcements! In 2016, our product release cadence has reached fever pitch.

call center software 40

call center software Call Center Customer centricity Customer Experience 40

Mindtouch

OCTOBER 14, 2016

I am one of the 2016 ‘Top 200 Recognized Content Strategists’!#CXmatters The post Announcing the Top 200 Recognized Content Strategists for 2016 appeared first on MindTouch Blog. CXmatters @MindTouch Click To Tweet. Check here to see if you made the cut and get your badge !

Consulting 91

Consulting Consulting Engineering Construction 91

Avaya

SEPTEMBER 12, 2016

Security experts are converging at ASIS 2016, the world’s premier security event. To learn more about how Avaya is Securing the Everywhere Perimeter , please visit us at ASIS 2016, September 12-15 at the Orange County Convention Center in Orlando, Florida. Over 20,000 security professionals, including the top U.S.

Transportation 40

Transportation Government Healthcare Engineering 40

CSM Magazine

DECEMBER 14, 2015

As a part of these publications, Temkin is calling 2016 “The Year of Emotion.” ” Here are the 10 customer experience trends to watch in 2016: 1. Companies will recognize this opportunity and dramatically increase their focus on emotion in 2016. Effort Metric Expanding. About the Author.

Customer Experience 45

Customer Experience Journey mapping Analytics Metrics 45

Talkdesk

APRIL 15, 2016

The Sales Leadership track at TOPO Summit 2016 explored the ways in which sales leaders design, build and manage their organizations. In this blog post, we will cover the tips and tricks from the “Selling from the Buyer’s Perspective” session that was featured in both the Leadership and Technology Tracks.

Sales 40

Sales call center software Education Best practices 40

PeopleMetrics

DECEMBER 18, 2015

In keeping with millennia of human tradition, let’s look back at our top ten blog posts from 2015. If you haven't already, we invite you to subscribe to our blog ! We're getting ready for another great year in 2016, and we're looking forward to writing more for you to enjoy. Keep an eye out for new posts in the new year!

Customer Experience 61

Customer Experience Best practices Banking Metrics 61

Talkdesk

APRIL 12, 2016

TOPO Sales Summit 2016 examined many of the facets of a successful sales strategy. In this blog post, we will review insights from TOPO Sales Development Practice Leader Kristina McMillan’s session on “The Sales Development Framework.”. Kristina’s talk was just one of eight session in TOPO Summit 2016’s Development track.

Sales 40

Sales Outbound sales call center software Accountability 40

Talkdesk

APRIL 12, 2016

TOPO Sales Summit 2016 was a whirlwind of information, insights and debate. With two days of content, four tracks and 30+ sessions and workshops, TOPO Sales Summit 2016 really packed a punch. As a form of summary, we’ve compiled some of the most memorable quotes from TOPO Sales Summit 2016. Click to Tweet.

Sales 40

Sales Big data call center software Best practices 40

Beyond Philosophy

OCTOBER 3, 2016

In a previous blog we learnt that we all have two systems of thinking : our intuitive thinking and our rational thinking. If you enjoyed this post, you might be interested in the following blogs: Beware – The Internet is Affecting Your Customers’ Behavior. Therefore it is critical that you make things easy for them.

Consulting 419

Consulting Consulting Customer Experience Marketing 419