Customer Experience Metaphors Offer a Wealth of Insights

ClearAction

Customer Experience Metaphors Offer a Wealth of Insights Lynn Hunsaker. Like radical, man, but everyone tends to talk in metaphors. A picture tells a thousand words, they say. And we all use 5-6 metaphors a minute, according to author Gerald Zeitman in his book How Customers Think.

When Customers Complain, Make Lemonade

ClearAction

When Customers Complain, Make Lemonade Lynn Hunsaker. Negative customer feedback is a lot like biting into a lemon — the bitterness is hard to love — unless you give the lemon a good squeeze and some sugar, and transform it into refreshing and healthy lemonade.

Insiders

Sign Up for our Newsletter

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

Teleopti Pro Certified for Windows Server 2008 R2

teleopti

Teleopti´s Telecom Expense Management solution Teleopti Pro, Version 7, has been tested and meets the criteria for the Certified for Windows Server 2008 R2 program

From 2008 to Today, and Back to the 80s: C3 2018 Day 2 Highlights

Clarabridge

From 2008 to Today, and Back to the 80s: C3 2018 Day 2 Highlights. . The post From 2008 to Today, and Back to the 80s: C3 2018 Day 2 Highlights appeared first on Clarabridge. Day 2 of our tenth annual C3 Conference started off with a walk down memory lane.

Why Your Contact Center's Success Depends on Conversational Automation in 2021 (Replay)

Speaker: Derek Roberti, VP Technology, Cognigy

Is AI about to take over contact centers entirely? No. But it is going to power all their interactions, even the human agent ones, as we shall see. Derek Roberti, VP Technology, North America at Cognigy, joins David Hadobas for this webinar replay to discuss the benefit and actions that can be taken with AI in 2021.

The Transparent Customer Experience: how measurement can benefit both company & customer

ijgolding

I am writing this blog having just watched a Hollywood movie about the 2008 banking crisis – The Big Short, featuring Christian Bale, Steve Carell, Ryan Gosling and Brad Pitt is a tough watch – not because of the quality of the acting, but because of the almost completely unbelievable plot. Since 2008, business related ‘horror stories’ continue to shock consumers – from Tesco, to Mitsubishi.

Contact Center Pipeline Magazine: Inside Our March 2021 Issue

Contact Center Pipeline

Contact Center Pipeline started 12 years ago, 145 issues ago… in March 2008. We had less than a handful of sponsors… and not any more subscribers than that! We built a website with no content and a database with no subscribers. Shucks… we had more people on our team than we did subscribers!

No one is unemployable through digital recruitment

Merchants

is the highest recorded since comparable data collection began in 2008 – making employment creation critical. South Africa's current unemployment rate of 35.3% The post No one is unemployable through digital recruitment appeared first on Business Process Outsourcing Services | Merchants CX SA.

Meet Human Numbers: Our July 2020 Sponsor Wall of Fame Honoree

Contact Center Pipeline

Contact Center Pipeline’s SPONSOR WALL OF FAME Company name: Human Numbers CEO/Founder: Tiffany LaReau, Certified Workforce Manager & Owner When founded: 2008 Describe your company: We create forecasts, generate schedules and develop staffing models for all kinds of contact centers.

Achieving Rapid Growth from Employee and Customer Experience

CX Global Media

Nick Friedman: I wasn’t going it alone Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Nick Friedman Show Notes Page Nick Friedman started to franchise his company, College Hunks Hauling Junk in 2008, and then the economy collapsed.

Publisher’s Message: A Decade of Pipeline

Contact Center Pipeline

In November 2008, the idea of creating a magazine for the contact center industry was born. I had left my job after a number of years in the industry working on training, membership, consulting and publications. My husband Steve and I had sold our family home, purchased a 46-foot Cheoy Lee Trawler and we were […]. Featured

Contact Center Pipeline Magazine: Inside Our March 2017 Issue

Contact Center Pipeline

This all started 8 years ago… in March 2008. It was a 24-page issue. We had 3 sponsors… and not many more subscribers than that!! We built a Web site with no content and a database with no subscribers. Shucks… we had more people on our team than we did subscribers! You know the one […]. Inside The Issue

Monetized Net Promoter®—Tying Revenue to NPS®

CustomerGauge

These two methods were previously introduced as part of the Net Promoter Operating Model in the 2008 book Answering the Ultimate Question. In the past, many companies have employed a “heritage Net Promoter” model. This model provides steps for measuring customer feedback and acting to quickly close the loop. In our recent white paper, Next-Generation […]. The post Monetized Net Promoter®—Tying Revenue to NPS® appeared first on CustomerGauge.

What is the CFPB Consumer Financial Protection Bureau? Definition, Tips, Best Practices, and Compliance Challenges of the CFPB

Callminer

Consumer Financial Protection Bureau Definition The Consumer Financial Protection Bureau (CFPB) is an agency of the United States government set up after the financial crisis of 2008 in order to protect the rights of consumers in the financial services industry.

Amazing Business Radio: Nate Spears

ShepHyken

In 2008, Nate and his business partner recognized an opportunity in the outsourced customer service space for a company that prioritized exceptional customer service above anything else. Nate Spears on Providing Exceptional Customer Service. in the Digital Age. Shep speaks with customer service evangelist and Chief Operations Officer and Co-Founder of ClearSource, Nate Spears, about providing exceptional customer service.

Amazing Business Radio: Daniel Ramsey

ShepHyken

He founded the company during the 2008 recession to help companies worldwide restructure to a remote workspace. Working Remotely in Times of Crisis. How to Stay Productive and Deliver Amazing Customer Experiences from Far Away. Shep Hyken interviews Daniel Ramsey, CEO of MyOutDesk.

Morale 261

Top 5 Posts in February

Contact Center Pipeline

In doing so, I was reflecting on our very first issues of the magazine back in 2008. I just wrapped up my 13th anniversary message for the March issue of Contact Center Pipeline. Just like then, we continue today to focus on the “human” issues.

Teleopti and METCO Strengthen Long-Term Strategic Partnership in Kuwait

teleopti

It was in 2008, that Hossam Amer, Business Manager at Teleopti at the time, sealed Teleopti’ s first deal with METCO, marking the beginning of a long-lasting collaboration A long-term successful partnership is a must-celebrate occasion, especially when this partnership has paved the way for a series of successful business achievements.

Guest Blog: Building a Human Powered, Technology-aided 21st Century Customer Experience

ShepHyken

To give you a sense of the speed of changing customer preferences, I will harken back to 2008 when McGraw-Hill published my book The New Gold Standard 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company. From those humble beginnings, Chesky and Gebbia partnered with their friend Nathan Blecharcyzk to streamline the web platform and officially launch Airbnb in 2008.

Waiting On Hold A Minute Too Long

Uniphore

After 9 minutes and no service I gave up and hung up ”, complained a customer on a Yahoo forum way back in 2008, and she’s not the only one, especially with the rise of social media. “I was asked, ‘Could you hold a moment?’ No one likes to be put on hold. Read More. Jacada Blog

48

Banking Industry: Staying Ahead of Regulations

Northridge Group

In May 2018, the White House administration signed a piece of bi-partisan legislation that rolled back banking regulations passed in response to the 2008 financial crisis, most notably relaxing some of the Dodd-Frank requirements. The legislation came with mixed reviews – some lawmakers agree it provides necessary relief, especially for smaller financial institutions, while critics contend that the deregulation measures leave the system vulnerable to risk and financial instability.

Tek Corner

OctopusTech

Established in 2008, Tek Corner is the only Canadian company providing 4 innovative services which are Canadian IPTV service, World IPTV service, home phone services, and High-Speed Internet via Fibre and Cable to their customers. For the past decade, they have been providing customers with cutting-edge services at affordable prices. How we helped?

Tek Corner

OctopusTech

Established in 2008, Tek Corner is the only Canadian company providing 4 innovative services which are Canadian IPTV service, World IPTV service, home phone services, and High-Speed Internet via Fibre and Cable to their customers. For the past decade, they have been providing customers with cutting-edge services at affordable prices. How we helped?

Temple Turmeric

OctopusTech

Temple Turmeric is an NYC based company whose founder Daniel Sullivan discovered the transformative power of the whole root organic turmeric while on a trip to Hawaii in 2008. His company currently manufactures and exports this drinkable form of turmeric. Octopus Tech, our e-commerce development company was asked to work with Temple Turmeric to develop an e-commerce store for its various organic drinkable turmeric products. Platform. WordPress, WooCommerce. Category. UI Design. Web Design.

48

Temple Turmeric

OctopusTech

Temple Turmeric is an NYC based company whose founder Daniel Sullivan discovered the transformative power of the whole root organic turmeric while on a trip to Hawaii in 2008. His company currently manufactures and exports this drinkable form of turmeric. Octopus Tech, our e-commerce development company was asked to work with Temple Turmeric to develop an e-commerce store for its various organic drinkable turmeric products. Platform. WordPress, WooCommerce. Category. UI Design. Web Design.

48

Be as Easy as Ordering a Pizza

ShepHyken

In 2008 Domino’s was struggling and their brilliant leadership turned the company around. Back in my college days, I remember how easy it was at 11:00 at night, while studying for a test the next day, to order a pizza from Domino’s. I just picked up the phone and in less than thirty minutes, it was delivered. Today I do the same thing. I pick up the phone and order a pizza – but I don’t have to… pick up the phone. Technology has taken us to a new level of pizza ordering.

Guest Post: How To Collect Marketing Insights That Can Improve Customer Service

ShepHyken

In 2008, consumer research helped customer service at the world’s largest coffee chain. This week we feature an article from Michael Magnus, a Strategic Communication lecturer and marketing consultant at Magnus Opus.

How People Recognise Brands: I Can Guarantee It’s Not What You’re Thinking!

C3Centricity

She won the hearts of Americans, ever since she was first introduced in 2008, with her helpful but quirky discussions with potential customers. How do you think people recognise your brand? Is it by its logo, its colour, its pack, its jingle?

Guest Post: When You Need to Scale Up Customer Service… But Your AI Just Doesn’t Quite Cut it Yet

ShepHyken

This week we feature an article by Daniel Ramsey, founder and CEO of MyOutDesk. He discusses the pros and cons of AI customer service tools, as well as the benefits of utilizing a virtual assistant.

Is Trust Really an Emotion? Generally,Yes…And It Is Critical In Customer-Supplier Relationship…Just Ask Banks!

Beyond Philosophy

Since the financial meltdown of 2008, many have been singled out for charging excessive fees (which is often, as well, a surrogate for service-related issues). Since 2008, the rate of big and large regional bank defection has been increasing while, at the same time, less exposed small banks and credit unions have seen rates of customer acquisition go up and defection rates decline. In classic psychological terms, trust is considered more a ‘feeder’ of emotion.

Agents make it possible to support a life-saving cause

Liveops

Since 2008, Liveops has supported SU2C’s biannual fundraising telethon by speaking with donors and processing donations. Each day someone’s life is touched in some way by cancer. Too many of us have lost loved ones to the disease but one organization, Stand Up To Cancer (SU2C) , is 100% dedicated to changing this worldwide epidemic and Liveops is honored to have been a part of their efforts.

8 Key Stats to Prove Customer Experience Delivers ROI

Beyond Philosophy

The slogan resurfaced in the 2008 campaign as “It’s the economy, stupid.”. James Carville, political commentator and media personality coined the phrase, “The economy, Stupid,” for Bill Clinton’s 1992 presidential campaign. Carville was talking to the team at the time to help them focus on the key messages for Clinton’s campaign. I decided that for people working in Customer Experience, we needed a way to stay on message, too.

The Force Within

ShepHyken

I wrote about this in my book The Cult of the Customer (Wiley 2008), and the example I used was that of an airline employee. I’m often asked, “How many people in an organization does it take to create a culture focused on Customer Amazement?” The short answer is: all of them. But, the process has to start somewhere. Usually it’s at the top with leadership. But sometimes it can come from someone inside the organization at a different level. I refer to that person as The Force Within.

Make This Small Change For Big Results

Beyond Philosophy

Thaler and Sunstein, 2008, 2009). New Haven: Yale University Press, 2008. We all have a Status Quo Bias when it comes to decision making. Also called Status Quo Inertia, the Status Quo Bias is our preference to keep things the same or maintaining a previous decision. Your customers have one, too, and you can use it to get them to do what you want in your Customer Experience.

Who Tweeted It First: Customer Success Edition

Amity

— Matthew Pennell (@matthewpennell) February 11, 2008. — ATS Jobs (@atsjobs) June 11, 2008. — Yusuke FUJISAWA (@yusukef) July 3, 2008. — Kissmetrics (@Kissmetrics) December 23, 2008. — Jeff Newfeld (@jeffnew) December 15, 2008. — Markus Angermeier (@kosmar) April 8, 2008. Working in Customer Success, we hear the same terms all the time: ARR, Churn, MRR, Retention, SaaS, etc.

SaaS 54

BigChange Elevates Green Ambitions for VM Elevators

CSM Magazine

” VM Elevators was established in London in 2008 and has since grown to a nationwide company serving more than 50 locations across the UK. VM Elevators, a premium, independent lift and escalator services provider, is boosting its green credentials using BigChange job management software.

Amazing Business Radio: Adam Dorrell

ShepHyken

About: Adam Dorrell started CustomerGauge in 2008 to help companies solve the problem of retaining customers. Adam Dorrell on How to Monetize the Net Promoter Score. How do you use the Net Promoter Score® to retain your customers? How can you make money by understanding the numbers behind this survey? How can you sell the C-Suite on the benefits of investing in Customer Retention? Shep Hyken interviews Adam Dorrell, the CEO and co-founder of CustomerGauge.

How will your firm capture new customers during this window of opportunity?

TLC Associates

Tuesday’s cut, which lowered the federal-funds rate to a range between 1% and 1.25%, is the first to occur in between a scheduled policy meeting since the 2008 financial crisis.”. “The Federal Reserve cut its benchmark rate by a half percentage point on Tuesday morning, delivering a booster shot to stem potential economic disruptions from the spreading coronavirus epidemic.

[Webinar] Measuring Customer Effort: How to stop relying on post-call surveys and start listening for it instead

Tethr

In 2008, the research team at CEB (now Gartner) surfaced a new measure, the Customer Effort Score (CES), that would change the way CX leaders evaluated the impact of customer service interactions on customer loyalty. Over the following years, the metric itself would be revised as companies adopted CES and started to leverage it to drive change in their customer experience.

Vital for 2021

Beyond Philosophy

Thaler and Sunstein’s 2008 book Nudge: Improving Decisions about Health, Wealth, and Happiness explained that a Nudge is a way you present your customers’ choices that tips the scales towards a particular option.