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

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

What Customer Emotions Drive the Most Value

Beyond Philosophy

That was in 2004. What Customer Emotions Drive the Most Value. 15 years ago, in Munich, I was asked a question I couldn’t answer when presenting to an insurance company. The person asking understood what I was saying about evoking the proper emotions in a Customer Experience.

Guest Post: How Good Customer Service is Defined by 4 Different Generations

ShepHyken

Millennials (also called Gen Y)- born in between 1982 and 2004. This week we feature an article by Pem Brooke, Marketing Manager of SuperStaff. Pem discusses the importance of shifting customer service tactics in order to cater towards customers from each generation.

Guest Post: How Good Customer Service is Defined by 4 Different Generations

ShepHyken

Millennials (also called Gen Y)- born in between 1982 and 2004. This week we feature an article by Pem Brooke, Marketing Manager of SuperStaff. Pem discusses the importance of shifting customer service tactics in order to cater towards customers from each generation.

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.

18 weeks paid maternity and adoptive leave and paid paternity leave announced by Irish tech company Spearline

Spearline

” The paid leave will be in accordance with the provisions of the Maternity Protection Acts 1994 & 2004, the Adoptive Leave Acts 1995 & 2005, and the Paternity Leave and Benefit Act 2016.

Cherwell Selects Talkdesk to Support their Mission of a Smarter Customer Service

Talkdesk

In 2004, the founders envisioned a company that listened carefully to customers and empowered them with technology to achieve their goals faster and more effectively.

69 countries and counting. Welcome Malta to Spearline fixed line testing

Spearline

Hello Malta! 69 countries and counting … Welcome Malta to Spearline fixed line testing! We are pleased to announce that we have a fixed line certified and available for testing in Malta. We secured the line directly with one of the major telecoms carriers in Malta - Vanilla Telecoms.

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.

Travel 227

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.

Convince Your Boss: It’s Time for Digital Transformation

Aspect

Blockbuster, who at its peak in 2004, had more than 9,000 stores in the U.S., In 2000, Netflix CEO Reed Hastings approached Blockbuster (who?) and asked for $50 million for the company he founded. **Spoiler Alert** Blockbuster declined. Today, Netflix is worth more than $60 Billion.

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.

Interactions Celebrates 15 Years

Interactions

“When Interactions started out in 2004, a streamlined customer experience certainly wasn’t considered the business necessity that it is today.

Emotions Drive Spending, But Do You Know Which Ones Drive the Most?

Beyond Philosophy

In 2004, I presented to an insurance company in Germany about how they should be evoking the proper emotions in their customers. It was a tough audience. One of the guys asked, “How much money are we going to get back by doing this?”.

Recognizing Great Staff Performance Is Key to Improving Service Quality

CSM Magazine

Established in 2004, OmniServ employs over 5000 staff delivering ‘Legendary Service’ across a wide portfolio of aviation services. The third post in our Customer Service Week series by Samantha Saunders examines the importance of employee engagement and recognition.

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.

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”.

SMS Messaging Templates Give Inside Sales Teams Something To Say

Calltools

In 2004, more than 90% of households in the U.S. Things change quickly in the world of sales. Until recently, you had a good chance of reaching someone on a landline with a phone call. However, now that smartphones are everyone’s new best friend, landline phones are losing their relevance.

Sales 83

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.

Morale 194

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.

Teliax Expands Cloud Offerings With New Services From QuandaGo

CSM Magazine

Founded in 2004, Denver, CO-based Teliax is a global leader in innovative voice connectivity and communications platforms. Official global partner to deliver the QuandaGo connected exp erience platform with Contact Center, Process Automation and Knowledge Management services.

APIs 52

Calls Are Taking Longer, and That’s a Good Thing

Fonolo

They report a 62% increase in service call duration since 2004. It’s hard to get clear, objective data about the overall state of self-service technology. Case studies about specific projects are plentiful, but, as the saying goes, “the plural of anecdote is not data.”

(v) WeCare: Top-Rated Outsourcing Call Centre in the USA

Vcaretec

We have provided call center outsourcing services since 2004, and our vast experience positions us as experts in the industry. At (v) WeCare, we understand the level of service you're looking for, the right steps to implementation, and your concerns.

The Power of Classroom Learning

Horizon CX

When I first began my CX journey back in 2004, I was in that state of needing to learn a brand-new discipline where the learning options were few and far between—books, webinars, meetings, vendor conferences, and some short 1-day vendor presentations on the topic.

6 Ways a Survey Maker Can Help You

ProProfs Blog

Invented in 2004, NPS was called the “the one question you’ll ever need.” With the world continuing its march towards the digital space, data collection and information gathering have become both; easier and harder. Is that an oxymoronic statement? – Yes. Is it true? Also Yes.

(v)WeCare Exceptional Contact Centre Outsourcing Services

Vcaretec

(v)WeCare has been providing customer support since 2004. We understand a phone call is the first connection point a customer has with your brand. Our friendly call reps will handle your customers courteously as they resolve any underlying issues.

Five Mistakes Companies Make with Corporate Values

Toister Performance Solutions

A 2004 study by Booz Allen and the Aspen Institute found the same themes in almost every company's list of values: 90 percent included integrity 88 percent included customer focus 78 percent included employee focus The fix is simple.

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.

How the Contact Centre industry has changed over the past five years

Spearline

I attended Nottingham Trent University where I attained an MBA (International Business) in 2004. To celebrate Engineer's Day 2019 in India, I recently had a conversation with Prashant Sharma who is the Country Manager for Spearline’s Ahmedabad office in India*.

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.

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?

voip 52

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.

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!!

Working in Partnership to Deliver Enhanced Customer Service

CSM Magazine

Established in 2004, OmniServ employs over 5000 staff delivering ‘Legendary Service’ across a wide portfolio of aviation services.

Company-Wide Commitment Is Needed to Lead Customer Service Innovation

CSM Magazine

Established in 2004, OmniServ employs over 5000 staff delivering ‘Legendary Service’ across a wide portfolio of aviation services.

Deliver Better Customer Service by Breaking Down Internal Barriers

CSM Magazine

Established in 2004, OmniServ employs over 5000 staff delivering ‘Legendary Service’ across a wide portfolio of aviation services.

Delivering Quality Customer Service to Disabled Passengers

CSM Magazine

Established in 2004, OmniServ employs over 5000 staff delivering ‘Legendary Service’ across a wide portfolio of aviation services. Samantha Saunders, Head of Innovation & Regulatory Compliance at OmniServ shares the first of five special insights for Customer Service Week.

Calls Are Taking Longer, and That’s a Good Thing

Fonolo

They report a 62% increase in service call duration since 2004. It’s hard to get clear, objective data about the overall state of self-service technology. Case studies about specific projects are plentiful, but, as the saying goes, “the plural of anecdote is not data.”

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.