Beyond Philosophy

JANUARY 15, 2018

Prospect Theory is the name of the concept developed by Nobel-prize winning professor Daniel Kahneman and Amos Tversky, who were the “Godfathers of modern decision science.” It describes the hidden influences that exist that drive our behavior—and they aren’t what you think. Before Kahneman and Tversky’s paper on Prospect Theory, most economists felt like what drove decision-making was wealth, as in, the more wealth you had, the more options were available to you.

Customer Experience 363

Customer Experience Consulting Consulting Sales 363

ShepHyken

JANUARY 15, 2018

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. A Greater Purpose Will Give Your Customer And Employee Experience An Extra Edge by Adrian Swinscoe . (Forbes) Historically, customers used to buy the practical benefits of a product or service.

Customer Service 0

Customer Service Surveys Banking Marketing 0

Contact Center Pipeline

JANUARY 17, 2018

After more than 20 years in the on-demand contact center industry, I’ve come across some great work-from-home practices. And a few not-so-good ones, too. Whatever the workstyle or workspace, an agent needs to be efficient and productive. While remote work from home is free range, it isn’t a free-for-all. Routine and discipline are required to […].

At home agents 190

At home agents Contact Center Call Center 190

Kayako

JANUARY 17, 2018

When we talk about customer experience, many of us think about support. We think about the touchpoints between customer and business when the customer needs help buying or using a product. These interactions make up part of the customer experience, but not all of it. Customer experience encompasses the entire end-to-end journey a customer takes. That involves a whole lot more than just your customer service or support team.

Customer Experience 179

Customer Experience Customer centricity Education Sales 179

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Beyond Philosophy

JANUARY 17, 2018

Imagine that you bought a ticket to see a play for $20. But when it’s time to go to the theatre you have lost the ticket. Would you buy another ticket for the show for $20? The reason I ask is that it is a significant economic decision and not everyone places the same value on their $20. This leads me to the concept of fungibility. Unless you are an economist, you have probably never heard the word fungibility.

Entertainment 314

Entertainment Accountability Consulting Consulting 314

Contact Center Pipeline

JANUARY 16, 2018

Contact Center Nation is where passionate fans of the customer experience come to learn, share, connect and collaborate. We bring dynamic groups of Contact Center, Customer Service and Customer Experience Professionals together in person and virtually. We started out in 2016 and over the coming year, we will continue to leverage a variety of outlets […].

Contact Center 159

Contact Center Personalization Customer Experience Customer Service 159

Myra Golden Media

JANUARY 13, 2018

If you find it difficult to get your customer to stop telling you the story of just how inconvenienced they were, or are, and to stop rambling on about the problem, it’s likely because the customer is stuck in the past. You’re going to have to reframe the issue in the customer’s mind. That is, you must strategically move your customer out of a past problem to a focus on the present so that you can offer a solution.

Customer Service 149

Customer Service Call Center 149

Beyond Philosophy

JANUARY 16, 2018

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” The article’s author, though, quoted a study his company had conducted, saying that fewer than half of the CX professionals included felt that their colleagues shared this belief.

Customer centricity 207

Customer centricity Banking Enterprise Government 207

ShepHyken

JANUARY 19, 2018

This week we feature an article by Gaven Rolfe who writes about parcel lockers and how they can offer benefits for retailers. I really like anything that can offer convenience for our customers. – Shep Hyken. Parcel Lockers: A Retailer’s Secret Weapon. When you think of parcel lockers you probably think of lockers found at apartment buildings and condominiums.

Transportation 185

Transportation Metrics Customer Experience Customer Support 185

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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

Surveys

CX Global Media

JANUARY 18, 2018

Are you ready for chatbot success? This year has been coined as the year of the chatbot. Just a few short weeks ago at the Gartner Applications (App) & UX Conference in Las Vegas, attendees heard that this is the year you need to do as many POCs (Proof of Concept) as you can with AI chatbots. But does merely doing several POCs really setup you up for success?

Chatbots 120

Chatbots Enterprise Contact Center Coaching 120

Fonolo

JANUARY 17, 2018

Chatbots have earned a number of pseudonyms over the last few years. Some are accurate representations of the technology; others are just downright wrong. I mean, you wouldn’t call your customer service agent by a different name other than the one they gave you, right? It’s important to understand that not everything that comes under the umbrella of artificial intelligence is considered a “chatbot”.

Chatbots 125

Chatbots Interactive Voice Response Virtual Agent Contact Center 125

Beyond Philosophy

JANUARY 13, 2018

Colin Shaw and Professor Ryan Hamilton discuss how customers evaluate your organization. They do so buy looking at the interactions they have, but this is also affected by the ‘Halo’ that you project. What does this mean for your organization? How can you use this to improve your Customer Experience? Evaluate the people they are dealing with?

Customer Experience 199

Customer Experience 199

Customers That Stick

JANUARY 15, 2018

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Customer Service 145

Customer Service 145

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.

Customer Experience

Contact Center Pipeline

JANUARY 18, 2018

These days, skilled job candidates put just as much thought and effort into scrutinizing potential employers as companies do screening applicants. The best candidates—those who consistently perform at a high level and who will stay longer—seek companies with a reputation that they can respect and whose values match their own. Organizations like FCCI Insurance Group […].

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113

Bright Pattern

JANUARY 16, 2018

Robotics and robotic process automation (RPA) have been around a long time, but are now only just being used significantly in the call center. RPA is about improving workflow by automating common tasks and freeing live agents to do what they do best - care for customers. Companies are using RPA more and more because of its accuracy and it’s time and cost savings.

Call Center 114

Call Center Analytics 114

Beyond Philosophy

JANUARY 19, 2018

Colin Shaw and Professor Ryan Hamilton discuss how customers make intuitive and rational decisions. We learn that sometimes these can be in conflict with each other. It is important that you understand which system your customers are using. Brought to you by BeyondPhilosophy.com. IC5. The post How Do Customers Make Decisions Anyway? appeared first on.

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ShepHyken

JANUARY 17, 2018

I recently planned a small two-day meeting for about 25 people. This was the second year for this meeting. The previous year we had stayed at a hotel that did a magnificent job of taking care of us. After that meeting, I talked to our sales rep and mentioned that if they repeated the contract we signed for that first year, we would most likely come back.

Banking 122

Banking Sales Customer Service Personalization 122

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!

Feedback

NICE inContact

JANUARY 16, 2018

When it comes to delivering exceptional customer experiences, true omnichannel service and quick resolution go hand-in-hand. While the CX Transformation Benchmark Study reveals the emphasis customers place on wanting omnichannel service, it also found that the leading indicator of successful customer service is speed. Customers place resolving issues in the quickest way possible as their top driver of channel performance – whether agent assisted or self-service.

Customer Experience 96

Customer Experience Benchmark Self service Contact Center 96

Customer Guru

JANUARY 16, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we started the initiative of sharing a series of interviews of top-notch CX experts in India to spread this awareness. Our guest for this week is Mr. Ajay Nambiar, a leading CX enthusiast in India.

Real estate 110

Real estate Customer centricity Management Customer Service 110

TechSee

JANUARY 18, 2018

Welcome to the age of the smart home. When John Martin wakes up each morning, his pre-programmed morning routine kicks into gear. The lights go on, the shutters go up, the heat turns on, the music starts and the coffee pod kicks into action. When his new smart thermostat arrives by drone delivery – together with a lengthy installation guide – he can’t help but wonder if there isn’t a smarter way to make his home smarter.

Customer Service 95

Customer Service Self service Technical Support Surveys 95

Andrew Mcfarland

JANUARY 16, 2018

(Guest post written by Carolyn Jenkins, a SaaS technology leader with award-winning experience leading companies in customer success, support, training, delivery, account management, human resources, and corporate operations.) Recently, I spoke with a software company that is enhancing its customer success.

SaaS 99

SaaS Accountability Technology Management 99

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.

Contact Center

aircall

JANUARY 19, 2018

Switching to a virtual phone system can be tricky. And if you’re reading this, you’ve likely seen that even a strong, stable internet connection is no guarantee of a seamless experience. So to get you back on the road to reliable call quality, we’ll outline the most common VoIP issues and offer no-nonsense troubleshooting tips for each. The Source(s) of Your VoIP Problems.

voip 97

voip Call Center Accountability Technology 97

Customer Experience Matters

JANUARY 15, 2018

Happy MLK Day! Every year on this day I like to celebrate lessons that we can learn from Martin Luther King, Jr. This year, I’ll focus on this quote: “We must live together as brothers or perish together as fools“ This line is from King’s commencement address at Oberlin College in 1965 titled, Remaining Awake Through a Great Revolution.

Morale 80

Morale Technology Customer Experience 80

PeopleMetrics

JANUARY 19, 2018

The master rule to customer-centricity is this: solve your customers’ problems. Every change, every action, every improvement your company makes should have the end goal of solving a customer problem. So how does this apply to the healthcare and pharmaceutical industries? In The Beginning. Healthcare and pharmaceutical companies of yesterday served what seemed to be a fairly straightforward purpose: provide their customers (physicians) with access to and information surrounding newer and better

Customer centricity 93

Customer centricity Healthcare Customer Experience Entertainment 93

Topdown

JANUARY 15, 2018

While personalization is quickly becoming the poster child for content services , few brands are unaware of the power of personalization. In fact, according to Gartner analysts Penny Gillespie and Guneet Bharaj , “Personalization is a top priority for application leaders working on digital commerce and customer experience. An effective personalization strategy enhances customer experience, leading to reduced costs as well as increased revenue from greater customer satisfaction, loyalty and advoc

Personalization 83

Personalization Customer Experience 83

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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Self service

aircall

JANUARY 19, 2018

Switching to a virtual phone system can be tricky. And if you’re reading this, you’ve likely seen that even a strong, stable internet connection is no guarantee of a seamless experience. So to get you back on the road to reliable call quality, we’ll outline the most common VoIP issues and offer no-nonsense troubleshooting tips for each. The Source(s) of Your VoIP Problems.

voip 96

voip Accountability Technology Personalization 96

Etech

JANUARY 18, 2018

At all times, your employees determine the rate at which you company grows because they make your customers either happy or unhappy. When you have a dedicated, competent, and loyal team you experience growth annually. However, when you have the opposite, your company struggles to grow. The secret is in attracting and keeping the right employees. As you think about the ideal candidate to work with, job seekers are also looking at whether you qualify as a good company to work for.

Advertising 86

Advertising Employee engagement Marketing Management 86

Influitive

JANUARY 19, 2018

In the past 15 years, customer reference usage in marketing and sales has evolved from simply inserting testimonials in ads to a dedicated discipline that drives revenue. Now, many more savvy marketers are looking at the bigger picture: they’re turning to customer advocacy as their “secret sauce” for making a bigger impact on their company’s.

Customer advocacy 88

Customer advocacy Marketing Sales Management 88