Beyond Philosophy

JANUARY 13, 2022

Customer relationships have to be win-win. There is a process, and today we will look at when and how you should sack a customer. . Robert, who works in software development, has a pickle from time to time with annoying customers. Robert, who works in software development, has a pickle from time to time with annoying customers.

Accountability 195

Accountability Consulting Consulting Sales 195

Totango

APRIL 9, 2024

Is 2024 the year of customer success or sales? They unanimously agreed that 2024 is the year of the ICP (Ideal Customer Profile). The cohesion between these teams can significantly drive customer value and results, which impacts retention, expansion, and, ultimately, predictable growth.

Sales 106

Sales Outbound sales Revenue potential Accountability 106

Beyond Philosophy

MARCH 21, 2024

So, it’s not a matter of if but when regarding a customer crisis. Too many organizations do not plan for a customer crisis, and I want to change that. To that end, I have five rules to handle a customer crisis. Many of the principles we use to manage a customer complaint apply in this planning and building of a crisis process.

Telecommunications 195

Telecommunications Engineering Education Management 195

Comm100

MAY 25, 2022

Further social upheavals amongst workers and customer expectations have also occurred. Ultimately, customer service and contact centers have not been immune to these changes. Then we’ll analyze how your organization can respond to these changes and the ways in which technology can benefit your ability to serve customers.

Customer Service 52

Customer Service Contact Center Interactive Voice Response outsourcing 52

Steve DiGioia

APRIL 5, 2021

Grumpy Old Guys Commit to Great Service. If you follow my blog, like me, you have a passion for customer service and enjoy finding new and exciting ways to WOW your customer. And I bet you would do this too if you owned the company and one of your employees chased away a customer because of their uncaring actions.

Customer Service 246

Customer Service Personalization 246

Beyond Philosophy

APRIL 28, 2022

However, their customers keep complaining. The main point of that podcast was that a critical part of customer strategy and competitive differentiation is to determine how you are different from the pack and communicate that to your customers. Also, customers should recognize that value.

B2B 221

B2B Consulting Consulting Engineering 221

CX Accelerator

APRIL 1, 2022

After service had been restored, I got a call from a customer. It just so happened to be from a customer to whom I had issued a service credit just a day earlier in hopes of restoring his confidence in our company. When I began to make my offer, the customer responded with something like: “Look.

Government 266

Government Contact Center Personalization Customer Service 266

Nicereply

MARCH 24, 2022

If you’ve just been fired from your job in Customer Support, don’t take time off. In this article, we’ll help you increase your chances to get a job as a Customer Support Specialist , even if you’ve been recently fired. The New Challenges In Customer Support. Understand Why You Were Fired In The First Place.

Customer Support 97

Customer Support Technical Support Upselling Marketing 97

Beyond Philosophy

APRIL 20, 2023

Out of the Frying Pan Into the Fire In my 20s, I sold photocopiers, but I didn’t like it. So, in my hasty decision to switch industries, I learned the meaning of the saying, “Out of the frying pan into the fire.” I enjoyed neither the unethical organizational culture nor the job itself. So, I set up a telemarketing team.

Outbound sales 195

Outbound sales Consulting Consulting Engineering 195

Beyond Philosophy

DECEMBER 17, 2018

have come under fire recently over their lousy customer service. Both are monopolies, and a monopoly is almost always bad news for the customer. Water service to homes in the U.K. The UK’s water utility regulator, Ofwat, is now actively monitoring the satisfaction levels of water utility customers.

Government 308

Government Customer centricity Customer Experience Customer Service 308

Beyond Philosophy

SEPTEMBER 18, 2016

Q: What has two Million phony accounts, 5,300 fired employees, a fine of $185 million and a retiring leader enjoying $124 million in stock and options after retirement? A: Wells Fargo Bank, the latest bank to suffer the scrutiny of the truth and forced to answer for taking advantage of its customers’ trust.

Banking 416

Banking Construction Accountability Sales 416

Callminer

MAY 11, 2020

Ultimately, disgruntled employees can even have a negative impact on the customer experience , as unhappy employees are less likely to go the extra mile to ensure that your customers are satisfied. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh. Jovan Milenkovic. Paige Arnof-Fenn.

Management 273

Management Customer Experience Customer Service Coaching 273

Toister Performance Solutions

AUGUST 12, 2021

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. "We A Customer Service Tip of the Week subscriber sent me that message. We have totally lost control."

Customer Service 87

Customer Service Advertising outsourcing Contact Center 87

teleopti

DECEMBER 7, 2018

We see it time and time again, Contact Centre Managers are constantly fighting the battle between meeting their service level agreements by having the right number of staff at the right time with the right skills, whilst also striving to retain their staff. Had to fire a Sales advisor? An advisor gets promoted to team leader?

Gamification 48

Gamification Service level Banking Sales 48

Beyond Philosophy

MAY 9, 2019

In our customer experience consultancy, clients tell us customers make decisions based on price or features. Instead, it tends to be a combination of a few insignificant, humanistic-type factors that drive customer behavior. Insignificant things are significant, but difficult for the customer to recall and articulate afterwards.

Consulting 379

Consulting Consulting Education Benchmark 379

Nicereply

FEBRUARY 8, 2023

Most customer service communication happens over the phone. Customers are coming to you confused and needing information or even breathing fire on the other end of the call. So how can you make customers happy through the phone call , no matter what they’re calling for?

Wait times 105

Wait times Customer Service Personalization Management 105

Beyond Philosophy

NOVEMBER 22, 2017

For some time, it has been understood that, when purchasing a product or service, consumers are essentially ‘hiring’ a supplier to get a job done. They can hire desired employers, and if things don’t turn out as expected, employees can ‘fire’ their employer, sometimes quietly, sometimes noisily, departing. Michael Lowenstein, Ph.D.,

Banking 223

Banking Enterprise Consulting Consulting 223

Nicereply

MARCH 14, 2023

Every customer support manager has a busy life. But when you’re fighting product fires , helping customers, and managing a team, you can’t afford to waste time on unhelpful books. From strategic plans, to presentations, to customer emails, to training material for their team—the writing never ends. You need proven work.

Management 98

Management Call Center Metrics Entertainment 98

Spearline

JANUARY 6, 2022

Analysts predict that cloud-hosted Contact Center as a Service (CCaaS) will become the dominant adoption model, exceeding 50% in 2022. Inbound voice reigns Voice continues to be the primary customer contact channel. Particularly, where the purchasing decision is significant, or a customer problem is complex. in 2020 to 17.3%.

Call flow 122

Call flow Contact Center Benchmark contact center solutions 122

Vcaretec

JUNE 6, 2022

One of the pillars of holiday customer care in 2015 is omnichannel support. Customers want to shop early in the morning and late at night during the holiday season, and brands have it in their best interests to accommodate their shoppers by almost any means necessary. Phone This is the stalwart of customer care - phone support.

Customer Care 96

Customer Care Upselling Accountability Customer Support 96

Steve DiGioia

APRIL 18, 2016

You chase after your customers, hoping to be liked so they buy your product. In your eyes they can’t do anything wrong, you bend over backwards and give freebies to these blood sucking customers of yours. They do more than just complain, they make a scene in front of other customers or yell for a “manager” for no apparent reason.

Advertising 219

Advertising Accountability Management 219

Beyond Philosophy

JANUARY 26, 2023

The idea is to get people thinking about things they had never considered before and help them reframe their experience through the lens of the customer rather than operations. #1 Maersk wanted their customers to feel they could trust Maersk, that the company cared for them, and be pleased with Maersk’s service.

Customer centricity 195

Customer centricity Construction Education Customer Experience 195

Anexa BPO

MAY 16, 2022

If you can understand your customers and improve on the overall experience you deliver, you are on your way to bridging the gap between customer experience and brand promise. In fact, brands like Tesco and Spotify have mastered this approach, and personalized products, services, deals and playlists to cement customer loyalty.

outsourcing 98

outsourcing Personalization Analytics Metrics 98

CX Accelerator

SEPTEMBER 24, 2019

But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. Most people know what salespeople or customer service representatives do. Oh, so that’s customer service, right?”. Customer-centricity can be embedded in many places in a company’s strategy.

Customer centricity 208

Customer centricity Education Government Personalization 208

Beyond Philosophy

AUGUST 26, 2021

Customer Experience is having challenges. Unfortunately, the problems are not with the concept of putting the customer at the center of everything you do but instead of people not focusing on the right things and calling it “Customer Experience.” There’s a difference between what customers say and what they do.

Finance 195

Finance Engineering Best practices Call Center 195

NICE inContact

NOVEMBER 1, 2019

Anyone who watches the news knows what Amy and her team face in the way of natural disasters from forest fires to hurricanes and beyond. During the Woolsey fire response and recovery periods, the 211 LA County team handled more than 7,000 calls and made 15,000 referrals.

Management 54

Management Healthcare Analytics Contact Center 54

Fonolo

MAY 10, 2018

Luckily, those seeking reliable sources for CX and CS-related topics can still rely on a special corner of the digital sphere, one which has made a comeback in recent months: Blogs. This fabulous bunch will enrich the lives and careers of customer experience professionals, all through the power of their wisely written words.

Customer Experience 113

Customer Experience Chief Customer Officer B2C Contact Center 113

Beyond Philosophy

MARCH 23, 2023

You must focus on your employees if you want a great experience that delivers service excellence. I got it from a book I read twenty-five years ago called The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value by James L. Unfortunately, that isn’t my concept.

Management 195

Management Personalization Customer Experience Consulting 195

VirtualPBX

JANUARY 23, 2024

Guest Blog If you deal with large volumes of data – like call centers tend to – you may find yourself a target of cyber criminals and your cybersecurity may be at risk. Denial-of-service. So, it’s important to ensure that your agents are aware of such consequences to customers, the business, and the employee themselves.

Call Center 98

Call Center Engineering Education Best practices 98

Spearline

JANUARY 27, 2022

In essence, revenue streams slow to a stop while employee effort and expense fight the burning fire, and the reputational risk increases with each passing minute. The new customer experience Businesses depend heavily on telecommunications to engage with their customers. These do not allow for a productive business conversation.

Management 98

Management Telecommunications B2C B2B 98

CX Accelerator

SEPTEMBER 24, 2019

But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. Most people know what salespeople or customer service representatives do. Oh, so that’s customer service, right?”. Customer-centricity can be embedded in many places in a company’s strategy.

Customer centricity 182

Customer centricity Education Government Personalization 182

Anexa BPO

JUNE 8, 2023

Digital touchpoints make up a large part of the customer journey, challenging organizations to determine which ones to make available. This is a complicated architectural question that needs to be addressed with finesse and insight in order to deliver the customer experience that consumers expect.

outsourcing 52

outsourcing Analytics Call Center Customer Care 52

VirtualPBX

MARCH 19, 2020

VirtualPBX uses channels, for instance, for Marketing, Sales, and Services teams so they can address one another throughout the day. The Marketing department’s individual members have, for example, lists called “Blog” and “Needs Review” as reminders about upcoming blog posts and items to revisit.

Accountability 133

Accountability Marketing Personalization Feedback 133

NICE inContact

MARCH 28, 2019

Valvoline has built a trusted worldwide brand over decades in premium automotive lubricant products, services and stores. million inbound interactions annually—everything from product questions from customers to queries from large retail partners. In its local service centers, though, the customer experience was lacking.

Automotive 56

Automotive Interactive Voice Response Self service Contact Center 56

Beyond Philosophy

JUNE 13, 2016

In a retail setting, for example, this happy-go-lucky type might be a disaster at restocking shelves but might be the perfect person to interact with customers. With this person on the sales floor, customers have fun in the store, and that encourages them to buy more and come back again. Lazy Workers in Reserve.

Consulting 283

Consulting Consulting Personalization Sales 283

Totango

JUNE 8, 2021

From there, we decide which customer journey we put them down. . . So, it’s important to use your underlying data so that you know what the customers are doing, where they are in their journey and what they need at that time. What are some of the strategies you have used to improve open rates? along the way to engage them.

Journey mapping 117

Journey mapping Marketing Advertising Best practices 117

Totango

JUNE 10, 2022

For instance, you may purchase a set that comes with instructions for building a pirate ship, but halfway through building the ship, your child changes his mind and decides he wants to build a fire truck instead – no problem! At Totango, we want to highlight the importance of composability for customer success. .

Best practices 80

Best practices Enterprise Customer Experience Management 80