Amazing Business Radio: Martha Brooke

ShepHyken

About : Martha Brooke founded Interaction Metrics in 2004 with the mission of dramatically improving the customer experience. Are Rating Systems Skewed? How to Get the Most Out of Your Customer Feedback. Shep Hyken interviews Martha Brooke.

It’s time to stop giving people Net Promoter Score® targets

Genroe

Sudoko has it’s roots in 19th century French newspapers (yes really) and only became mainstream from 2004 when it started appearing, seemingly, everywhere. Actually, I’m not a fan of this puzzle and, after trying them a couple of times, I gave it away. However, plenty of people have invested a lot of time solving some […]. The post It’s time to stop giving people Net Promoter Score® targets appeared first on Genroe. Best Practices Customer Feedback Net Promoter Score

It’s time to stop giving people Net Promoter Score® targets

Genroe

Sudoko has it’s roots in 19th century French newspapers (yes really) and only became mainstream from 2004 when it started appearing, seemingly, everywhere. Actually, I’m not a fan of this puzzle and, after trying them a couple of times, I gave it away. However, plenty of people have invested a lot of time solving some […]. The post It’s time to stop giving people Net Promoter Score® targets appeared first on Genroe. Comments Dave, Thanks — glad you liked it.

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4 Ways AI Will Transform Customer Experience

Provide Support

Although AI is yet to take over our lives in a formidable way, as projected in 2004 blockbuster movie- I, Robot , the technology is certainly pervasive. A decade ago, our familiarity of AI was only restricted to the silver screen. But today, the scenario has changed completely.

Create and Send a Net Promoter Score Survey to Measure Customer Loyalty

ProProfs Blog

First introduced in 2004 by Friedrich Reichheld, Bain & Company , and Satmetrix , it has been widely accepted by all industries over the past decade. The Net Promoter Score is an industry-wide standardized measure of customer loyalty.

Why the Fuss Over Company Culture?

Call Center Weekly

Needle (2004) , stated that organizational culture represents the collective values, beliefs and principles of organizational members. culture: The sum of attitudes, customs, and beliefs that distinguishes one group of people from another.

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MiFID II: What Do You Need to Know?

Avaya

An original MiFID was enacted in 2004, prior to the 2008 global financial crisis. The first fine for non-compliance of the 2004 MiFID directive was given out to Barclays for inaccurate transaction reporting.

Guest Blog: Becoming a Blockbuster?

ShepHyken

Back in 2004, Blockbuster had 60,000 employees, 9,000 stores and appeared invincible. This week we feature an article by Ted Janusz who writes about how customers are always looking for a better customer experience.

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Women in Technology: Nominate Your Unsung Heroes!

Aspect

The biggest decline was in computer science, where women received 23% of bachelor’s degrees awarded in 2004 and just 18 % in 2014. This summer I have spent some time thinking through the definition of “women in technology”.

A Closer Look at MiFID II Recording Requirements

Avaya

This EU legislation serves as a much-needed upgrade from the original MiFID, enacted in 2004, and addresses key issues that resulted from the 2008 global financial crisis. Under the 2004 MiFID directive, there was no mandatory requirement to record communications involving client orders.

Blockchain Futurist Conference, Toronto - Pix, Thoughts and Larry King

Jon Arnold

For those of us who went through VoIP's growing pains, it's certainly 2004 redux, and the whole trajectory of this space feels eerily familiar. Kinda thought that last part would get your attention. What in the world does Larry King have to do with blockchain?

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Dustin Yu Shares Getting More Conversions with Live Chat

Call Center Coach

Since 2004, our feature-rich, industry-leading, and award-winning Live Chat and Click-To-Call solutions — Alive Chat and Alive Dial — are being used to meet and greet website visitors, answer questions, increase leads and close sales.

The Hidden Danger of Murky Buzzwords

Toister Performance Solutions

A 2004 study by Booz Allen and the Aspen Institute found that 90 percent of corporate values statements listed ethics or integrity. Years ago, a company hired me to conduct customer service training that showed employees how to align their service with the company's corporate values.

Why is Service So Great at the USS Midway Museum?

Toister Performance Solutions

The decommissioned aircraft carrier has operated as a museum in San Diego since 2004. Let's start with a few facts about the USS Midway Museum. Visitors can explore the flight deck, crew quarters, and other areas of the ship while enjoying a self-guided audio tour narrated by Midway sailors.

Emotional Branding Case Studies to Emulate Great Customer Experience

Win the Customer

In 2004, Unilever brand Dove conceived the Dove Campaign for Real Beauty , which promoted the company’s products by changing the emotions associated with personal care and beauty products.

How iotum Uses Aircall and Desk.com to Foster Complete Customer Conversations

aircall

Since 2004, iotum has been building and acquiring a versatile suite of communication tools fit for businesses of all sizes. Its flagship product, FreeConference.com , offers video conferencing, international dialing, call recording, and screen sharing features. In order to better serve its diverse clientele, iotum uses Aircall’s cloud-based phone software because of its simplicity, flexibility, and ability to integrate with Desk.com.

The desire to make a difference in creating a customer-oriented culture – an interview with Kathy van de Laar

ijgolding

I started EarlyBridge in 2004. Then I was with KPMG for a few years in the Netherlands before I started my own company in 2004. This year, Ian Golding (that’s me), will officially become the author of a book. A lifetimes ambition, I am beyond excited!!

Subconscious Clues That Call People to Action

Beyond Philosophy

This delay is a consequence caused by the Paradox of Choice , first introduced to us by Barry Schwartz in his book of the same name in 2004, and then later in his TED talk. Decisions, decisions…we make them all the time about all kinds of things, and many times without even thinking about it. Sometimes, however, decisions take a lot of thinking, after which we may have our doubts about whether we made the right one.

5 Challenges to Proactive Customer Success

Amity

In 2004, Salesforce came up with the Customer for Life program, and set the foundation for all of the reasons we are so focused on Customer Success today.

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Top 18 Most Influential Women in the Sales World (2019 Ready)

CrazyCall

Alice Heiman has won numerous awards including 2004 Saleswoman of the Year by Professional Saleswomen of Nevada, Marketer of the Year and the U.S. There are dozens of hundreds of rankings devoted to sales influencers and experts across different industries and the world in general (we’ve also published one ). But there’s one thing all of them have in common. Those lists don’t include enough women.

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CGS Acquires Mas Cerca Contact Center

CSM Magazine

” Established in 2004, Mas Cerca has offices located in Santiago as well as in the southern region, in Valdivia.

Give Your Customers the Gift of Live Engagement This Christmas

CSM Magazine

which she founded in October 2004 and grew into a global SaaS solutions provider for Intellectual Asset Management. Priya Iyer, Chairman & CEO at Vee24 explains why Live Engagement could be the answer for online retailers looking to differentiate themselves in a very crowded marketplace.

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5 #Leadership Books You Must Read in 2019

CX Journey

I believe the latest edition was updated in 2004. Image courtesy of Pixabay What's in your library? I still love to hold and read physical books (as opposed to audible, Kindle, etc.). I don't know how many books I added to my library this year, but it was a lot.

The Social Science That Explains Customer Service Attrition Rates

aircall

A 2004 study found a correlation between employee conscientiousness (i.e. High customer service attrition rates can sink an otherwise promising business, but this stubborn problem is solvable. Even if repetitive tasks, infrequent breaks, and irrational customers are unavoidable job hazards, understanding why this line of work often leads to burnout is the first step toward creating a sustainable team environment. Fighting Back Boredom.

Putting Humanity in Contact Centers

Customer Relationship Metrics

Pierce, O’Driscoll, Coghlan, 2004). You’ve tried numerous tactics to improve your agent performance and to put your attrition problem to rest. You’ve conducted surveys, created committees, put in recognition programs, and still you struggle.

Does AI Mean the End for Contact Centres or Simply Higher Levels of Customer Care?

CSM Magazine

which she founded in October 2004 and grew into a global SaaS solutions provider for Intellectual Asset Management. Priya Iyer, Chairman & CEO at Vee24 looks at the the growing trend of AI in the contact centre and how it will affect the customer experience.

It's So Hard To Say Goodbye (But It Shouldn't Be)

Contact Center Geek

In 2006, a representative at AOL did nearly the same thing Even after a 2004 settlement accusing the company of not properly canceling customers’ accounts. In late 2004 I visited the AOL call center in Ogden, Utah.

Find, Win, Keep: A simple customer centric business strategy

ijgolding

When you consider I left GE in 2004 – over twelve years ago, that is an impressive fact. I have been positively influenced by many people and organisations over the years – in fact I continue to be on a daily basis.

Customer Experience Professionals: Why We Do What We Do

ijgolding

KS: My foray into the CX discipline came about in 2004 quite by chance when, after years of serving in customer-facing roles, I received an offer I couldn’t refuse—to manage the Voice of the Customer program of a US-based B2B organization.

How to Stop Your Customers From Leaving You

Kayako

He tells a story about the 2004 Olympic diving final. Hot on the heels of our popular webinar , I’ve distilled down our best 5 tips covering how to stop your customers from leaving you.

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Culture’s Impact on Customer Experience - Transforming the Customer Experience

Kristina Evey

Needle ( 2004 ), stated that organizational culture represents the collective values, beliefs, and principles of organizational members. Definition of Culture – The sum of attitudes, customs, and beliefs that distinguishes one group of people from another. .

Episode 2 – The Impact of Your Corporate Core Values on the Customer Experience - Transforming the Customer Experience

Kristina Evey

Needle ( 2004 ), stated that organizational culture represents the collective values, beliefs and principles of organizational members. Needle (2004), stated that organizational culture represents the collective values, beliefs and principles of organizational members. Shownotes … In this episode, we talk about the CULTURE of your company and how it impacts and drives the CX. The Culture definition describes the environment created to achieve that mission and vision. .

Why Be a Great Place to Work?

CX Journey

Also, it's been reported that organizations in the Best Companies to Work Study for the period 2004 – 2008 increased their revenues by 94% and their profits by 315%. Image courtesy of Unsplash How does your employee experience rate relative to other companies?

Avaya Aura® Platform—The Original Pragmatic Hybrid Cloud

Avaya

Avaya circa 2004 maybe? In a recent InfoWorld post David Linthicum wrote of “an organic movement driven by rank-and-file enterprise IT people who simply want to solve their issues using the best technology and approach.” Linthicum called this the “pragmatic hybrid cloud.”

The Social Science That Explains Customer Service Attrition Rates

aircall

A 2004 study found a correlation between employee conscientiousness (i.e. High customer service attrition rates can sink an otherwise promising business, but this stubborn problem is solvable. Even if repetitive tasks, infrequent breaks, and irrational customers are unavoidable job hazards, understanding why this line of work often leads to burnout is the first step toward creating a sustainable team environment. Fighting Back Boredom.

Customer loyalty: how to seduce customers

LiveChat

In 2004 it started the “Real Beauty” campaign. By 2004 Dove was just one of many skin care product companies. Some people think that customer loyalty is a relic of the past. Too many companies offer way too many products to stay loyal to one brand.

Customer loyalty: how to seduce customers

LiveChat

In 2004 it started the “Real Beauty” campaign. By 2004 Dove was just one of many skin care product companies. Some people think that customer loyalty is a relic of the past. Too many companies offer way too many products to stay loyal to one brand.

?? Big Mac Turns 50

Branch Mesenger

It was at Harvard in the spring semester of 2004. A Note From The Editor ??. Introducing: Shiftonomics Weekly. Today, we announced a new and exciting update to our newsletter. Each and every Tuesday, at approximately 11 a.m., Shiftonomics will make its way to your inbox with the latest stories about the world of retail and work. To learn more, read our blog post announcement. As always, thanks for supporting and reading this newsletter. We truly appreciate it! Shift, on!

Heart or head first? Which is more important in driving great Customer Experiences?

ijgolding

One of my Fathers most memorable quotes when I was a young boy was ‘engage your brain before opening your mouth!’ ’ – I am unlikely to be the only adult who was given this type of advice in their youth!

10 Leaders Share Their Customer Success Career Paths

Amity

I got started in this industry back in 2004, shortly after I graduated from college. Customer Success seems to be the new “it” job in SaaS. From new grads to established professionals with various backgrounds, there’s a growing interest in how to get into Customer Success.

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