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

Amazing Business Radio: Martha Brooke

ShepHyken

In 2004, Martha founded Interaction Metrics to help clients get more value out of the customer experience they provide. The Future of Customer Feedback. How to Get the Most Out of Your Customer Feedback Today and Beyond. Shep Hyken interviews Martha Brooke , founder of Interaction Metrics. They discuss effective strategies to getting useful customer feedback as well as the future of customer feedback.

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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. They discuss common rating systems implemented by many companies, the faults and flaws of these systems, and ways to improve the feedback process overall. In Shep’s Opening Monologue… He talks about the best ways to handle negative online reviews.

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. No, he wanted to know how much money he would get back by investing in my idea. I didn’t know.

Part 2: The Strategic Role of B2B Customer Support

Team Support

Founded in 2004, the organization works with the world’s leading technology companies to transform and optimize service outcomes.

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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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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. Not many companies think about generational gaps and differences when it comes to dealing with their clients.

Part 1: The Strategic Role of B2B Customer Support

Team Support

Founded in 2004, the organization works with the world’s leading technology companies to transform and optimize service outcomes. Businesses buy your products or services to help their operations run efficiently and to meet their customers’ expectations.

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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. It has transformed forever the way we interact with our immediate surroundings. The most notable forms of AI an average user is familiar with are – SIRI, Google Now and Alexa skills.

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. Not many companies think about generational gaps and differences when it comes to dealing with their clients.

Momentum Spotlight Interviews

Momentum Telecom

I’ve lived in Birmingham since 2004, and I started my journey with the Momentum family as an Account Manager in January 2020. Get to know team members from across Momentum Telecom in this fun and informal ongoing Q&A series. September 2020. Max Shadmani. Account Management.

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. Recognized as a challenger in the Gartner Magic Quadrant for IT Service Management and named a winner of the Colorado Top Workplaces 2019 award , Cherwell Software excels at delivering great service to its customers and understands that today’s workforce relies on real-time information to be successful.

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. Our evolution and growing success can be attributed to two key factors: a passionate, hardworking team that believed in our core mission; and the invaluable, longstanding partnerships we’ve forged with forward-thinking companies that share our dedication to exceptional customer experiences.”. Michael Iacobucci, longstanding CEO of Interactions.

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?”. It was not an unfair question, but it was one for which I had no answer. We needed to change that and so began two-years’ worth of research with the London Business School to identify which emotions drive and destroy value.

How Apple Uses Psychology to Develop Outstanding Experiences

Beyond Philosophy

I wrote a book in 2004, Revolutionize Your Customer Experience , that showed the four customer-centricity orientations that organizations have, which range from Naïve to Natural. Apple has an excellent experience. We could all learn a lot from how they approach business as usual to facilitate customer-driven growth. Why do I like Apple’s experience? Before I answer, I should have my guitar. I am just kidding. No one wants that.

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.

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. It’s important to stay up to date on new technology and trends in order to keep your customers and attract new ones. . Was this a typical Friday event for you and your family?

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. now has only 10 franchise-owned stores remaining in operation in the U.S.: six in Alaska, three in Oregon, and one in Texas.

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. Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services.

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

Spearline

Vanilla Telecoms was founded in 2004 as one of the first companies on the island to provide a nationwide wireless broadband network, Vanilla Telecoms has grown to become a leading internet service provider and supplier of high quality SIP telephony enabling clients to get the best deal for their business setting while providing end-to-end support. Hello Malta! 69 countries and counting … Welcome Malta to Spearline fixed line testing!

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”. I have been a member of several different chapters, attended luncheons and workshops and even hosted a few.

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.” In addition, you always have to account for bias in that reporting: Vendors are going to highlight the data that makes their technology look good.

Is There a Huge Miss in Your Reopening Plan?

Toister Performance Solutions

In an experiment published in 2004, participants were asked to choose between four granola bars. Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. The shipping clerk leaned across the counter to hand the customer a receipt. The customer instinctively leaned in to take it.

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. Corporate culture refers to the shared values, attitudes, standards, and beliefs that characterize members of an organization and define its nature.

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(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 idea of outsourcing call center can seem daunting, especially if you've never used this service before. There are many factors to consider when choosing a contact center to ensure it meets your expectations.

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.

(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. To ensure customer satisfaction, we use different channels to provide consistent support services.

Le CNED : un cas d’école en matière de gestion d’un pic d’activité

Eptica

Nous utilisions déjà la solution de gestion des emails d’Eptica depuis 2004. Date: Tuesday, Mai 5, 2020 Author: Julie Hébras - Directrice de la connaissance client et des relations clients - CNED Le CNED : un cas d’école en matière de gestion d’un pic d’activité. Publié le: 05 Mai 2020.

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

ProProfs Chat

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. The Net Promoter Score is a simple-to-use tool that evaluates customer loyalty by asking them a single question, “how likely are you to recommend our product/service to a friend or colleague?” Customers answer this question on a scale of 0-10.

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. Recognition: Celebrate your customer service heroes. At OmniServ, our biggest single UK contract is with Heathrow Airport, where we deliver assistance for passengers classified as PRM — People with Reduced Mobility.

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. The Markets in Financial Instruments Directive II (MiFID II)—arguably the greatest reform to hit Europe’s financial industry—is finally in effect as of January 3, 2018.

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. had an operational landline phone – now it’s less than 50%.

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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.

PCI DSS: The Forgotten Superhero

CSM Magazine

Even though the first version of PCI DSS was introduced a long time ago (December 2004) the international standards framework still matters for three simple reasons: Worldwide weapon against a global threat – the ultimate aim of PCI DSS of reducing the incidence of card fraud and promoting best-practice in information security is now more important than ever before.

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. Chat has long been touted as a means to lower costs in contact centers. But in today’s marketplace that is a blind way to view chat. You must see that chat is a way for you to get more conversions and drive higher revenue while saving costs.

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.” In addition, you always have to account for bias in that reporting: Vendors are going to highlight the data that makes their technology look good.

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. Someone asked me the other day whether I had ever taken an online training class and what was my impression and experience of having done so. If ever there was a loaded question for me, that one gets top billing.

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. One of those values was integrity. I interviewed several employees and managers to prepare for the training. None of them explained integrity the same way.

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? No matter what your answer, it's correct. Yes, he really was there, and in a bizarre way, his voice-of-authority presence kinda provided a veneer of validation to all the goings-on.

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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. Well-informed volunteer docents are on hand to answer questions. It's become the top-rated tourist attraction in San Diego.