Beyond Philosophy
APRIL 4, 2016
According to recent social science research, powerful people and leaders can fail as they will not collaborate. NPR had a recent broadcast on this concept. Researcher Angus Hildreth and Professor Cameron Anderson from UC Berkeley’s Haas School of Business, concluded that often when these powerful people get together they have to decide who is in charge.
Steve DiGioia
APRIL 18, 2016
This original article was written by Steve DiGioia. 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. And still they complain. They do more than just complain, they make a scene in front of other customers or yell for a “manager” for no apparent reason.
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Callminer
APRIL 7, 2016
In the call center, it is critical to make the most of your agents’ time. Read more about call center adherence best practices from industry experts.
Contact Center Pipeline
APRIL 29, 2016
April is drawing to a close. Make sure you didn’t miss our most-read posts for the month. Top topics ranged from WFM tips and insights, a look inside Carbonite’s award-winning contact center operation, trends on evolving skills and roles for contact center functions, insights into frontline leader learning and training opportunities, and a glance inside […].
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Peter Lavers
APRIL 22, 2016
We’re delighted to announce that Peter Lavers, has been voted as TOP CRM & Marketing Expert to stalk on BellyCard’s Top 40 CRM Loyalty Marketing Experts. Click here to view the list. The post Top CRM & Marketing Expert to Stalk on Twitter appeared first on Think CX.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Beyond Philosophy
APRIL 7, 2016
I appreciate this is a controversial title – but let me explain! Last year, I questioned whether Customer Experience had delivered the goods. This year, I question whether Customer Experience is the problem. This year, I think Customer Experience isn’t failing us; we are failing Customer Experience. This whole line of thinking started last June with the American Customer Satisfaction Index (ACSI) score.
Steve DiGioia
APRIL 11, 2016
when self-serve stations are no help at all This original article was written by Steve DiGioia. It’s designed to speed up the process of purchase, supposed to give another option to the consumer. It’s indented to allow the customer “in-the-know” to quickly get their item(s) without having to wait on a long line. And, it’s also the best method of reducing the #1 business cost; labor/payroll.
Callminer
APRIL 8, 2016
New data shows that 45 million hours a year are wasted on inadequate customer service. The fact of the matter is this: Companies simply can’t afford to waste time or money when brand and budgets on the line. But the question is: How can you ensure your contact center is best utilizing the scarce time […]. The post How Do You Define Call Center Adherence Best Practices?
Contact Center Pipeline
APRIL 28, 2016
Businesses pour an incredible amount of time and budget into creating positive buzz on social media. While tweeting, liking and sharing have been largely the domain of marketing and social media teams, more companies are encouraging their employees to become brand ambassadors using their personal social networks. It’s called employee advocacy, which is not a […].
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Win the Customer
APRIL 4, 2016
Smart companies engage in a variety of feedback methods to get at the heart of how their business is performing. As feedback comes in, these businesses begin to gain a clearer sense of what they are doing right and what they are doing wrong. Without feedback, a company is left guessing as to how their performance is progressing. This is a major problem for a lot of companies in the area of customer satisfaction.
Amity
APRIL 25, 2016
Frequently updated and always on point, the A-List is a snapshot of what's happening in the world of Customer Success. Handpicked by our editors, the list is refreshed regularly, so if you think we're missing someone, feel free to let us know. Alex Bakula-Davis. Director of Customer Success - Proven. Alex curates the Customer Success Newsletter which is a weekly curated collection of 4 helpful articles from around the Customer Success community.
Beyond Philosophy
APRIL 20, 2016
In this series, professionals describe what numbers govern their happiness. Write your own #MyMetric post here. Some businesses look at the bottom line with customers. Companies that are and will be most successful going forward will optimize something besides margins and profits: The Net Emotional Value. What is the NEV? The Net Emotional Value (NEV) refers to the single number that represents the emotional value you provide to your customers.
Steve DiGioia
APRIL 4, 2016
This original article was written by Steve DiGioia. I work way too hard, for way too many hours a day, and have given up enough holidays and special events all for the sake of my job. I’ll be dammed if I have to take a phone call from work on my day off! Phew , I got that off my chest. Now, let’s look at this in another light…. Why am I getting a call from work on my day off in the first place?
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Callminer
APRIL 28, 2016
Recent data shows that 80% of business executives view customer loyalty as their primary marketing initiative for the next year. Which metric accurately corresponds to customer loyalty? First call resolution (FCR) – often considered the most important KPI to measure and track within a call center– is directly linked to a consumer’s level of satisfaction […].
Contact Center Pipeline
APRIL 27, 2016
Employee advocacy can be very impactful if there is a really clear and articulated business case for the program, and if every element of the program is anchored in the business case, says Christopher Hannegan, Edelman’s executive vice president, U.S. Practice Chair, Employee Engagement. Practical pointer: Most companies think about employee advocacy as making it […].
Win the Customer
APRIL 28, 2016
While customer service problems aren’t always your fault, your ability to respond to a customer’s concern is within your control and is the responsibility of your organization. Being able to take action on the behalf of customers lies at the core of successful customer service experience. Today we explore five most common causes of customer attrition in customer service and how service agents can deal with them to save the customer experience and make things right for their customers
PeopleMetrics
APRIL 15, 2016
My wife and I recently had a baby, and as a new parent, my smartphone quick-draw has gotten snappier. You see, things come up while you’re holding a newborn—things that must be Googled, ordered, photographed. And time (as they say) is of the essence. In these past weeks, I’ve been able to confirm my suspicion about a lot of mobile customer experiences.
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!
Beyond Philosophy
APRIL 13, 2016
Why do organizations put such little value on loyal customers? Why do we not look at the lifetime value of a customer and see the profit they provide? Why do organizations treat existing customers so poorly? Surely the economics shows us all the error of our ways. We all know it costs less to keep a customer than it does to acquire a new customer. According to the author of The Fusion Marketing Bible Lon Safko, few companies even know how much they spend on marketing for new customers—or the pri
Steve DiGioia
APRIL 7, 2016
guest post by Lynn Macfarlane This original article was written by Steve DiGioia. Today’s guest post is by Lynn Macfarlane. Early on in my recruitment career I was provided with leads to generate business but I knew at some stage I would need to get away from the telephone and the cold-calling monster and do what others were not doing, i.e. knock on doors and make face to face introductions.
ClearAction
APRIL 12, 2016
Saluting 25 Silo-Bridging CMOs Gary Katz. Silos — span them, bust them, mix them or ventilate them. Just don’t ignore them. Marketing silos exist as a wide variety of chasms between organizations, systems, data, channels, metrics, assumptions, and handoffs. We actually need silos to some extent, as discussed in my recent article, 10 Silos Marketing Ops Can Bridge, to allow specialization, empowerment and accountability.
Contact Center Pipeline
APRIL 21, 2016
As a channel, outbound occupies a somewhat quiet place in our industry. Total volume is lower than inbound for most of us, and its long and somewhat storied telemarketing past makes it far less “sexy” than newer options like video, social media and chat. Based on the lack of attention, it is easy to view […].
Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.
Return Customer
APRIL 6, 2016
Your customer has a question, but wait – the customer service guy had to leave early today. The whole team has a summer outing. It’s after hours, they’re all asleep. But the customer’s inquiry is urgent. The customer is waiting. What do you do? Your company may have a designated customer service team tasked with responding to customer inquiries and solving customer-related complaints.
Win the Customer
APRIL 29, 2016
Security breaches have been making headlines lately as many major government bodies and corporations experience hacks that expose thousands of confidential documents. Although it may seem like this type of threat isn’t relevant to the smaller businesses of today, a security breach can happen to anyone. It’s important to understand the risk factors, consequences and preventative measures you can take to ensure that your business and employees are protected.
Beyond Philosophy
APRIL 11, 2016
We have an infographic that demonstrates we are in The Mobile Age. Smartphone users, who love their phones (two billion, with a “b”), use them for two hours a day. This fact could mean that the ONLY Customer Experience (CX) people have with you might be a mobile experience. Organizations today cannot afford to ignore their Mobile User Experience (UX) another usage minute.
Steve DiGioia
APRIL 25, 2016
find a way for your customers to make an easy decision to purchase This original article was written by Steve DiGioia. Finding a landscaper to plant some shrubs and flowers in front of your home should be an easy task. One landscaper is pretty much the same as another? Or are they? What makes one landscaper better than another? What’s the secret customer service trick?
Advertiser: ZoomInfo
Longer sales cycles. Increasingly discerning buyers. More meetings. Intensifying competition. Economic uncertainty. Go-to-market teams of every size, in every industry, are grappling with these challenges firsthand. Thankfully, there’s an answer. We’ve developed an entirely new way for GTM leaders to identify and execute proven, data-driven strategies that drive revenue.
Amity
APRIL 7, 2016
In today’s world, there are people who see Kanye West as the messiah he himself thinks he is. These are the people who actually believe that he is the greatest artist that has ever lived, a man who puts the likes of Michelangelo, J.S. Bach and T.S. Eliot to shame. And then there are those who think he is nothing but a silly hip hop artist with a few decent songs under his belt.
Contact Center Pipeline
APRIL 20, 2016
Trust is the most critical factor when it comes to choosing an online backup service. Customers rely on the provider’s solutions to protect their digital lives, so their expectations are understandably high for performance, reliability and security. But the key to customer confidence lies with the human factor. Each interaction with the company’s customer-facing staff […].
ijgolding
APRIL 25, 2016
I must start this new post by apologising to all Leicester City fans! I really hope that writing about the undeniable success of your club this year will not jinx perhaps the greatest achievement of any sports team EVER… anywhere in the world. However, I do not apologise for taking advantage of an achievement that is so remarkable – and so deserving – that it should become one of the prominent examples to any organisation, in any industry, as to what can be achieved with a lot
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