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. . This topic came up on a recent podcast. Robert, who works in software development, has a pickle from time to time with annoying customers. So, How Do You Decide to Fire a Customer?

Accountability 195

Accountability Consulting Consulting Sales 195

Wowdesk Blog

JUNE 15, 2020

Customers are the foundation for every successful business. Considering the importance of customers and addressing their needs efficiently ensures the long-term growth of an organization. . Happy customers turn into loyal customers, and these loyal customers are the ones who recommend your company to their surrounding people.

Customer Support 72

Customer Support Feedback CRM Customer Service 72

customer sure

DECEMBER 6, 2021

Let’s keep ‘the good, the bad and the ugly’ of survey design and length for another blog. If it was so important, would you not read it, acknowledge my experience and observations and offer a response? If the comments provided by customers in feedback surveys are not read by someone, why are companies asking for them?

Feedback 62

Feedback Surveys Personalization 62

SharpenCX

JANUARY 15, 2020

Too often we hear about companies failing to meet customer expectations. What about the examples of good customer service and the success stories of leaders and employees who ban together to deliver outstanding experiences? Airlines typically take the cake when it comes to dread-worthy customer service.

Airlines 90

Airlines Customer Experience Customer Service Coaching 90

Enghouse Interactive

MAY 7, 2021

It’s not out of the norm to see organizations that are out-of-sync with customer expectations. Everything is now relative… the customer experience offered by all the other companies is resetting the bar… higher and higher on a daily basis. Analysts Align with Enghouse Best Practices.

Customer centricity 87

Customer centricity Technology Contact Center Best practices 87

Interactions

AUGUST 19, 2021

The good news is that summer is the perfect time for catching up on things that you may have run out of time to do during other parts of the year. Often, in the hopes of a quick fix, brands get creative on how to “remove” pain points from the customer journey. 3) Customer Care Today: The top 4 things consumers want you to know.

Best practices 62

Best practices Wait times Surveys Contact Center 62

Integrity Solutions

JANUARY 18, 2021

The good news is, we just went through a crash course in transformation — and there’s plenty to learn from it. Now that 2020 is in the rear view mirror, most of us are ready to bid good riddance to an incredibly tumultuous year and do our best to forget it. There’s no putting it off anymore. There’s no putting it off anymore.

Sales 126

Sales Coaching B2B Metrics 126

C Space

MARCH 7, 2019

What if, instead of attempting to paint a pretty picture of their organization, they embraced the good, the bad, and the ugly? Outside of work, he’s likely to be found out and about in Massachusetts, where he recently relocated with his family. So I was struck recently when I read Peter Block’s, The Answer to How Is Yes.

Advertising 80

Advertising Metrics Customer Experience Marketing 80

Integrity Solutions

OCTOBER 8, 2019

The CEO knows salespeople are the ones on the front lines, talking to customers and prospects, gaining insights about the competitive landscape and picking up on market shifts and trends. It’s telling that a recent four-part series for Chief Executive about operationalizing the sales function is entitled, What’s Wrong With The Sales Machine?

Sales 80

Sales Coaching Metrics Accountability 80

Creative Virtual

APRIL 18, 2023

In healthcare it is used in radiology results analysis and robotic assisted surgery, in banking it is the core of fraud detection, and in retail and e-commerce it is the behind personalisation, integral to effective inventory management and powers customer service chatbots. Most recently, it has also been politicised.

Government 52

Government Morale Transportation Technology 52

NobelBiz

JULY 8, 2020

We concluded that the hyperaware consumer might determine companies to employ a lot more care with regard to customer experience and support. The good news is businesses of all sizes are doubling down on customer experience and on customer loyalty and retention programs. contraction in global GDP in 2020.

Government 52

Government B2C Contact Center Finance 52

ConvergeOne

NOVEMBER 9, 2021

We’ve talked about the technical things we need to pay attention to in order to deliver a better end-user experience. I had conversations with two different customers that started out exactly the same. The managers of these two accounts briefed me with the same thing I hear all the time: “My customer is rolling out Microsoft Teams.”

Best practices 83

Best practices Finance APIs Enterprise 83

Skybridge

AUGUST 25, 2020

So it would be understandable if you haven’t spent much time lately, digging into your customer satisfaction performance. Because, just like you, your customers have been spending the past several months juggling a million shifting priorities. The truth is, customer complaints are lagging metrics. So what can you do?

Customer Care 52

Customer Care outsourcing Call Center Coaching 52

CSM Magazine

AUGUST 29, 2016

Raising your blood pressure is not generally viewed as a good thing – but there is one area I know you will be happy to see it go up a bit on a regular basis. It focuses on “Awesome Customer Experiences” as opposed “Terrible Customer Experiences.”

Customer Service 68

Customer Service Marketing Customer Experience Sales 68

CSM Magazine

NOVEMBER 30, 2016

The whole notion of customer service, and I mean proper old fashion customer service seems to be disappearing quickly. . Gone are the days when you are blown away by someone’s effort to go way above and beyond to give you an experience. Sadly this has led us to now accept bad service as the new norm.

Customer Service 61

Customer Service Personalization Sales 61

Russel Lolacher

SEPTEMBER 30, 2019

” “It’s not about getting gum at the checkout or manipulating your customers into getting a few more dollars from them. The term has long been associated with pitching a service or product at a particular moment when the customer would be more susceptible to say yes. . “No, it’s not about sales.

Upselling 45

Upselling Customer centricity Sales Personalization 45

ijgolding

MARCH 6, 2017

In this post, I continue to explore my tips to create a customer-centric culture. Experiencing both your employee AND customer journeys is a vital component that contributes to an organisation developing and sustaining everyone’s focus on the customer and each other. Customer Face Time. Astonishing – or maybe not.

Customer centricity 56

Customer centricity B2B Enterprise Customer Experience 56

CX Journey

NOVEMBER 12, 2015

As you’d expect, there was time to play with Legos and to learn how playing can enhance both customer and employee experiences. My reason for attending was to get closer to the customer insight requirements of these key customers for many insight teams. All in all, it was an engaging day that was clearly popular.

Gamification 63

Gamification Airlines Construction Coaching 63

Taylor Reach Group

DECEMBER 7, 2018

This post is based on a presentation I gave recently at a contact center conference. This is reflected in lower FCR, longer calls, the need for more coaching and QA resource support, and of course they achieve lower CSAT and NPS scores, costing the organization customers. No shows” in training can cost $2,500 to $7,000.

Coaching 120

Coaching Contact Center Calibration outsourcing 120

ijgolding

DECEMBER 19, 2016

Having been involved in the world of Customer Experience for many years, nothing should really surprise me – I have very much witnessed the good, the bad and the ugly of business behaviour. Two days ago, my wife was asked to participate in a Sky customer feedback survey. Sadly, I am not alone.

Feedback 73

Feedback Engineering Surveys Customer centricity 73

Amity

APRIL 3, 2017

Okay data junkies, let’s pause for a second (or about 244 seconds as this article is a little lengthy), and review what we are measuring in our Customer facing organizations. Each bucket will have a mix of customer experience and efficiency metrics. CSAT: Also known as customer satisfaction score. Ready to dig in?

Upselling 70

Upselling Metrics Feedback Accountability 70

SmartKarrot

SEPTEMBER 22, 2020

To sustain through the cut-throat competition, every business tends to become customer-centric. Eventually investing in ‘support and service’ helps businesses understand customer complaints. However, there is always a silver lining when it comes to customer complaints. Your customers are the lifeline of your business.

Feedback 10

Feedback Customer centricity SaaS Chatbots 10

SmartKarrot

OCTOBER 27, 2020

Of the many words constituting the SaaS-niche dictionary, one with the most enriching vocabulary is customer success. A recent study by Gartner forecasted that the enterprise customer success industry will generate a yearly revenue of approximately $300 billion. Customer Onboarding . Customer Experience .

Enterprise 10

Enterprise SaaS Upselling Metrics 10

ChurnZero

JULY 24, 2020

Customer Success as an Agent of Change: Why Trust Matters. Customer Success is often the conduit for change – whether you’re getting a customer to adopt your product, change their existing processes, test an untried strategy, or expand their account. 7 Customer Success Trust-Building Tactics. Respect your customers time.

Surveys 59

Surveys Consulting Consulting Upselling 59