INDUSTRY INSIGHTS YOUR PEERS ARE READING
Professionals in the customer service industry know how complicated people can get—some are delightful, some are moody, some are grumpy, and so on. This is where knowledge of psychology principles comes in handy. MORE
To the casual observer—or the not-so-casual business insider, for that matter—the words “humanize” and “digital” sound as though they play at opposite ends. But overwhelming evidence points to just the opposite. MORE
The customer voice, also known as Voice of the Customer (VoC) , is at the core of any successful customer experience (CX) program. It refers to the customers’ needs, wants, and expectations as it pertains to a company’s products or services. MORE
I’m working from home today, enjoying having my college-daughter here for the week, and the freedom of my son’s clear high-school calendar during Spring Break. But, predictably, my teenagers are upstairs with eyes on screens, probably with unbrushed teeth. So, I’m in my home office. I’ve promised myself no more than two hours work. And then I’ll come up with something adventurous for us to do today. MORE
Customers Are Irrational! What Can We Do About It? Many times, when I talk about irrationality in customer behavior, people in the business-to-business (B2B) arena tune out. However, this is a mistake. All customers are irrational, whether they are making business decisions or consumer ones. MORE
Identify and understand a customer’s drive and needs. It is an indispensable exercise that a business needs to do to ensure their long-term success. Most of the buyer’s decisions are influenced by their emotions. MORE
It's 2019 and websites are supporting an increasingly large amount of the sales process for brands. When a customer or prospect uses the phone to contact your business, they are looking for answers that they couldn't find online. MORE
This week we feature an article by Tom Buiocchi who writes about the importance of the “behind the scenes” work facilities managers do in order to enhance the customer experience. Shep Hyken. MORE
Every industry needs customer support. Customers have questions before they decide to make a purchase, need help when going through a sign-up flow and need real-time support when they’re having a problem that needs quick resolution. Multichannel Support Live Chat Customer Support MORE
By Colin Taylor. Service level is one of the most common metrics employed at call and contact centers to define how the center is performing. MORE
When we speak of Customer Experience (CX) and strategies for improving it, we need to clearly define the inherent business value. MORE
Not long ago, I wrote an article that featured Todd Hopkins, CEO of Office Pride, and his concept of core values being a decision filter. I had the chance to interview him for Amazing Business Radio and he dropped another big concept on us that’s worth bringing to our followers. MORE
While being a customer-centric company is key for delivering great customer experience , you can’t forget about the employee experience. After all, happy employees result in happy customers. To identify the happiness level of your employees, you should use job satisfaction surveys. MORE
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. 1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. MORE
The era of social customer service is here, and consumers no longer have patience with companies that can’t keep up. Already in 2019, we’ve seen the death of major brands that couldn’t keep pace with the continuing digital. MORE
By Erica Marois Two years ago, after an 18-month stint as Connecticut residents, my husband and I boxed up our belongings and made the journey back down south, landing in Richmond, VA. Unlike our move to Connecticut, we hit the road with significantly fewer belongings. MORE
The Net Promoter Score is an industry-wide standardized measure of customer loyalty. First introduced in 2004 by Friedrich Reichheld, Bain & Company , and Satmetrix , it has been widely accepted by all industries over the past decade. MORE
Contact centers need performance management tools to manage their operations. Too often, the dominant “tool” is Excel. Unfortunately, when individuals export and manipulate data to produce (pretty) reports, recipients may not understand, embrace or accept the findings. MORE
Today, people appreciate good Customer Experience, but not enough to talk about it a lot. What gets them talking to people about your brand is having a unique Customer Experience with moments of Innovative Service, or an Innovative Customer Experience. MORE
As more than 6,000 business and technology leaders convene at Enterprise Connect this week in Orlando, attendees are garnering knowledge about how they can stay competitive in a fast-changing business landscape. MORE
Does your business have customers or clients? We at HelpCrunch decided to find the difference once and for all. The post Client vs customer: what is the difference? appeared first on HelpCrunch blog. Customer service Sales & Marketing MORE
Habits for Success. Fostering Good Customer Service Habits to Make Your Business Stand Out. Shep Hyken interviews Mark Copeman. They discuss his new book, Helpdesk Habits , which teaches employees how to turn good customer service practices into routine habits. MORE
It’s been more than a year that you started your business. It’s doing well so far, but now you feel that it’s time to go online. You know that reaching your audience is important and taking your business online can help you do so in lesser time and investment. MORE
This week we feature an article by John Boccuzzi Jr. who argues that digital transformation is bringing customer experience to an entirely different level. Shep Hyken. MORE
This article first appeared on CX Accelerator on January 7, 2019. Click here to read the original post. I’m not known for being quick on the uptake by those closest to me. A couple prime examples include long division and driving a stick-shift. MORE
Consumers are increasingly turning to virtual assistants to save time and effort in their personal lives. MORE
As we continue to celebrate our 10th Anniversary, I would like to call attention to a few good resources on our website. MORE
When done right, self-service support material help your customers complete tasks on their own. But for self-service support resource to work, they need to be easy to read and understand. In other words, customer support teams need to be savvy about copywriting. MORE
Imagine this: You wish to buy a new set of black jeans. But a busy schedule is all you get to see. That’s when you plan to resort to the world of online shopping. As you start your search for the perfect black jeans, a plethora of options leave you confused. MORE
ShepHyken
MARCH 22, 2019
This week we feature an article by John Boccuzzi Jr. who argues that digital transformation is bringing customer experience to an entirely different level. Shep Hyken.
Call Center Weekly
MARCH 19, 2019
By Erica Marois Two years ago, after an 18-month stint as Connecticut residents, my husband and I boxed up our belongings and made the journey back down south, landing in Richmond, VA. Unlike our move to Connecticut, we hit the road with significantly fewer belongings.
ShepHyken
MARCH 20, 2019
Not long ago, I wrote an article that featured Todd Hopkins, CEO of Office Pride, and his concept of core values being a decision filter. I had the chance to interview him for Amazing Business Radio and he dropped another big concept on us that’s worth bringing to our followers.
Beyond Philosophy
MARCH 19, 2019
Today, people appreciate good Customer Experience, but not enough to talk about it a lot. What gets them talking to people about your brand is having a unique Customer Experience with moments of Innovative Service, or an Innovative Customer Experience.
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Managing the CX is vastly different from soliciting customer feedback. Here’s why traditional customer feedback approaches (CSAT, NPS) are not enough to affect positive, customer-centric change.
Contact Center Pipeline
MARCH 21, 2019
Contact centers need performance management tools to manage their operations. Too often, the dominant “tool” is Excel. Unfortunately, when individuals export and manipulate data to produce (pretty) reports, recipients may not understand, embrace or accept the findings.
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Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
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ShepHyken
MARCH 19, 2019
Habits for Success. Fostering Good Customer Service Habits to Make Your Business Stand Out. Shep Hyken interviews Mark Copeman. They discuss his new book, Helpdesk Habits , which teaches employees how to turn good customer service practices into routine habits.
Upstream Works
MARCH 21, 2019
When we speak of Customer Experience (CX) and strategies for improving it, we need to clearly define the inherent business value.
Beyond Philosophy
MARCH 15, 2019
Customers Are Irrational! What Can We Do About It? Many times, when I talk about irrationality in customer behavior, people in the business-to-business (B2B) arena tune out. However, this is a mistake. All customers are irrational, whether they are making business decisions or consumer ones.
Contact Center Pipeline
MARCH 20, 2019
Consumers are increasingly turning to virtual assistants to save time and effort in their personal lives.
Advertiser: Interactions LLC
As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.
ProProfs Blog
MARCH 15, 2019
It’s been more than a year that you started your business. It’s doing well so far, but now you feel that it’s time to go online. You know that reaching your audience is important and taking your business online can help you do so in lesser time and investment.
GetFeedback
MARCH 22, 2019
While being a customer-centric company is key for delivering great customer experience , you can’t forget about the employee experience. After all, happy employees result in happy customers. To identify the happiness level of your employees, you should use job satisfaction surveys.
8x8
MARCH 17, 2019
As more than 6,000 business and technology leaders convene at Enterprise Connect this week in Orlando, attendees are garnering knowledge about how they can stay competitive in a fast-changing business landscape.
Contact Center Pipeline
MARCH 19, 2019
As we continue to celebrate our 10th Anniversary, I would like to call attention to a few good resources on our website.
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Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.
ProProfs Blog
MARCH 15, 2019
Identify and understand a customer’s drive and needs. It is an indispensable exercise that a business needs to do to ensure their long-term success. Most of the buyer’s decisions are influenced by their emotions.
ShepHyken
MARCH 18, 2019
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. 1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover.
GetFeedback
MARCH 18, 2019
When done right, self-service support material help your customers complete tasks on their own. But for self-service support resource to work, they need to be easy to read and understand. In other words, customer support teams need to be savvy about copywriting.
InTheChat
MARCH 19, 2019
The era of social customer service is here, and consumers no longer have patience with companies that can’t keep up. Already in 2019, we’ve seen the death of major brands that couldn’t keep pace with the continuing digital.
Advertisement
If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
HelpCrunch
MARCH 21, 2019
Does your business have customers or clients? We at HelpCrunch decided to find the difference once and for all. The post Client vs customer: what is the difference? appeared first on HelpCrunch blog. Customer service Sales & Marketing
ProProfs Blog
MARCH 15, 2019
The Net Promoter Score is an industry-wide standardized measure of customer loyalty. First introduced in 2004 by Friedrich Reichheld, Bain & Company , and Satmetrix , it has been widely accepted by all industries over the past decade.
ShepHyken
MARCH 15, 2019
This week we feature an article by Tom Buiocchi who writes about the importance of the “behind the scenes” work facilities managers do in order to enhance the customer experience. Shep Hyken.
GetFeedback
MARCH 20, 2019
The customer voice, also known as Voice of the Customer (VoC) , is at the core of any successful customer experience (CX) program. It refers to the customers’ needs, wants, and expectations as it pertains to a company’s products or services.
Advertisement
A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
UJET
MARCH 21, 2019
Every industry needs customer support. Customers have questions before they decide to make a purchase, need help when going through a sign-up flow and need real-time support when they’re having a problem that needs quick resolution. Multichannel Support Live Chat Customer Support
Ambs Call Center
MARCH 20, 2019
It's 2019 and websites are supporting an increasingly large amount of the sales process for brands. When a customer or prospect uses the phone to contact your business, they are looking for answers that they couldn't find online.
Noble Systems
MARCH 20, 2019
To the casual observer—or the not-so-casual business insider, for that matter—the words “humanize” and “digital” sound as though they play at opposite ends. But overwhelming evidence points to just the opposite.
Return Customer
MARCH 20, 2019
Professionals in the customer service industry know how complicated people can get—some are delightful, some are moody, some are grumpy, and so on. This is where knowledge of psychology principles comes in handy.
Advertisement
To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.
Taylor Reach Group
MARCH 22, 2019
By Colin Taylor. Service level is one of the most common metrics employed at call and contact centers to define how the center is performing.
Customer Service Life
MARCH 15, 2019
This article first appeared on CX Accelerator on January 7, 2019. Click here to read the original post. I’m not known for being quick on the uptake by those closest to me. A couple prime examples include long division and driving a stick-shift.
ProProfs Blog
MARCH 18, 2019
Imagine this: You wish to buy a new set of black jeans. But a busy schedule is all you get to see. That’s when you plan to resort to the world of online shopping. As you start your search for the perfect black jeans, a plethora of options leave you confused.
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