Stalkers aren’t all bad

CX Advantage Walker

Are stalkers ever welcome? Well… At home, I am constantly stalked by my yellow Lab, Teddy. He’s one of those canines wanting to be near me at every chance, to the point of being really annoying. Being stalked never sounds like fun, especially if a human is the stalker.

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An experiment in survey design

CX Advantage Walker

Over the past six months several Walker colleagues and I have been working on an experiment. The experiment focuses on using an alternative analytical approach to achieving insights from customer feedback. And, in order to apply a different analytical approach, we had to redesign the survey instrument. Three Goals 1 – Test something new on. Continue reading. The post An experiment in survey design appeared first on CX Advantage. Customer Strategies CX Customer Strategy Uncategorized

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Response Rate: A Psychological Assessment: Sitting on the Behaviorists’ Couch

CX Advantage Walker

In previous blogs, we have reviewed findings-to-date, regarding what specific elements of the survey process have been shown to be influential on response rate. If we take a step back from the specifics, at the heart of the response rate issue, is respondent motivation. How do we get respondents to want to take a survey? Continue reading. The post Response Rate: A Psychological Assessment: Sitting on the Behaviorists’ Couch appeared first on CX Advantage.

Is There Value in Customer Follow-Up?

CX Advantage Walker

Seems like a no-brainer, right? However, make sure this message is being communicated to account teams as a way to encourage engagement in close the loop actions. Before giving them training on the process and tools they will use to follow-up on issues and document action plans, make sure to share with them the benefits they can. Continue reading. The post Is There Value in Customer Follow-Up? appeared first on CX Advantage.

Best practice for avoiding stomach cramps…

CX Advantage Walker

I remember being told as a child that swimming immediately after I eat would cause stomach cramps. I believe that it was a stated rule that 1 hour after you eat, you could safely return to the water without fear of cramps (regardless of how much you ate, it was always 1 hour). Continue reading. The post Best practice for avoiding stomach cramps… appeared first on CX Advantage. Customer Retention Programs Customer Strategies CX Customer Strategy Uncategorized Voice of the Customer

Meet Customer Contact Strategies: Our January 2020 Wall of Fame Honoree

Contact Center Pipeline

Contact Center Pipeline’s SPONSOR WALL OF FAME Company name Customer Contact Strategies CEO/Founder Michele Rowan When founded 2009 Describe your company We help companies design/expand their work-at-home programs for contact centers via custom consulting, public workshops and conferences.

Social Customer Service: Lingering Issues to Overcome

Contact Center Pipeline

Last week’s post offered a brief look back at a couple of social customer care pioneers—two companies that led the industry in 2009 by demonstrating how customer service could be delivered through social channels.

Celebrating a Decade Spent Making Lives Better in Guatemala!

Alorica

On March 17, 2009, we were taking our first calls in Guatemala! Joining the Alorica family in February 2009, he still remembers that day like it. Do you remember what you were doing 10 years ago? Well WE do!

Episode 52 – Loren Beck From Zappos Discusses Culture

Kristina Evey

This is an oldie but extremely goodie interview I had back in 2009 … Read More Episode 52 – Loren Beck From Zappos Discusses Culture. Hi everyone – today is throwback tuesday. The post Episode 52 – Loren Beck From Zappos Discusses Culture appeared first on Kristina Evey

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Teleopti Foresees a Continuous Growth During Q2

teleopti

Teleopti foresees a continuous growth during Q2 and for the foreseeable part of 2009, as long as we serve our customers well. And we will support our customers well

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ALORICA CELEBRA 10 EXITOSOS AÑOS DE OPERACIONES EN GUATEMALA

Alorica

Tras abrir sus puertas en 2009 con un sitio aún en construcción, en una. Proveedor Global de Transformación Digital, Reconocido como Empleador de Elección en Guatemala por Impactar Positivamente en la Economía Local, Creando Oportunidades de Desarrollo Profesional y de Retribución a la Comunidad Alorica Inc., líder global en soluciones de servicio al cliente, celebra 10 exitosos años en Guatemala. Source. Noticias

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Lessons from the Upper Crust: How Domino’s Pizza Disrupted the Delivery Game and Became a Leader in Customer Delight

McorpCX

Tasteless, unexciting food and an all-time low in its share price, the company also ranked last in a 2009 survey of consumer taste preferences. Seven years ago, Domino’s Pizza was in the pits.

FCC Seeks to Combat Illegal Spoofed Texts & International Calls

NobelBiz

The Truth in Caller ID Act of 2009 prohibits anyone from transmitting misleading or inaccurate caller ID [ ] The post FCC Seeks to Combat Illegal Spoofed Texts & International Calls appeared first on NobelBiz®. WASHINGTON, February 14, 2019—The Federal Communications Commission today proposed rules banning illegal spoofed text messages and international calls.

Amazing Business Radio: Scott Walker

ShepHyken

Before founding ethosIQ in 2009, he worked with companies like Apple, Microsoft, Ticketmaster, and Nike. Leveraging Customer Data In Real Time. Focusing on Business Intelligence and Customer Experience.

Twitter is Dead, Long Live Twitter (Ask your Customers)

The Upsell

I remember in 2009, when I joined Twitter, it was a. Twitter is dead. No one is on Twitter. Sound familiar? I’ve heard a lot about how Twitter is dying as a social media platform lately. Apparently no one is on it and we are wasting our time.

HODUSOFT’S CLIENTELE BECOMES LARGER WITH SHOPTOMYDOOR – A Leading Freight Forwarding Company in Nigeria

Hodusoft

The Company was registered at Nigeria in 2009. Beginning in 2009 we have served well over 200,000 satisfied customers and delivered over 9 million items stress-free from USA, UK and China to their doorstep.

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SEO and Marketing Powerhouse Boostability Chooses Talkdesk to Power Customer Service

Talkdesk

Established in 2009, Boostability was founded on a simple business model: to create affordable and effective SEO for the small business marketplace. And it’s worked. Today, Boostability serves over 26,000 small businesses by, helping them elevate their digital presence and succeed online.

Who Owns Customer Service?

ShepHyken

In 2009 they paid $5.1 Customer service is what I’m all about. It is my life’s mission to help companies create a customer service experience that customers think is amazing. So, I thought it would be nice to own the domain name CustomerService.com.

Amazing Business Radio: Scott Walker

ShepHyken

Before founding ethosIQ in 2009, he worked with companies like Apple, Microsoft, Ticketmaster, and Nike. Leveraging Customer Data In Real Time. Focusing on Business Intelligence and Customer Experience.

JustCall wins Nasscom Emerge 50 Award 2019

JustCall

The awards, first presented in 2009, are overseen by NASSCOM. We won Emerge50 Award 2019. We are super excited to share great news with you that JustCall won this year’s Nasscom Emerge 50 Award.

HODUSOFT’S CLIENTELE BECOMES LARGER WITH Wapic Insurace – A Leading Insurance Company in Nigeria

Hodusoft

The Company was licensed in Ghana in 2009 and commenced business on 27th April 2009 to underwrite General Insurance. When it comes to meet the robust business communication requirements, the global enterprises or MNCs put trust in us. At HoduSoft, we have set many milestones while serving our esteemed global clientele with premium-quality, readymade VoIP communication software.

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The Transparent BPO Story & Vision: Our Beginnings

Transparent BPO

Impressed by what we found, we opened Transparent BPO’s first offshore site in Belize City in late 2009. To commemorate our 10th anniversary, I have written a two-part series outlining Transparent BPO’s history and vision. In this part, we take a look back at our beginnings.

¡Celebramos una década mejorando vidas en Guatemala!

Alorica

El 17 de marzo de 2009, ¡estábamos tomando nuestras primeras llamadas en Guatemala! Mark, se unió a la familia Alorica en febrero de 2009, ¡aún. ¿Recuerdas dónde estabas hace 10 años? Nosotros si!

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Guest Blog: Experience Will Set Direct-to-Consumer Brands Apart. Convenience Won’t.

ShepHyken

A study from 2009 in the journal Psychology & Marketing revealed that when people cannot easily determine which option is preferable, they are more likely to leave a store empty-handed.

Delivering Service That Soars

Chip Bell

who served as NASA Administrator from 2009 until he retired in 2017. He was appointed NASA Administrator by President Obama in 2009. Over the holidays my wife and I visited the U.S.S. Intrepid, an aircraft carrier docked in the Manhattan harbor. The museum on the deck of the ship houses the space shuttle, Enterprise. Nearby is a tribute to Charles F. Bolden, Jr. It could be a simple historical story. But, it a story of major achievement over enormous odds with a surprise factoid.

The Most Unlikely Source Is Blocking Contact Center Transformation

Call Center Coach

The quality of leadership is one of the most important predictors of an organization’s future success (Peterson, Walumbwa, Byron and Myrowitz 2009). Change is hard, especially in the contact center industry.

Guest Blog: In the CX world, tracking these metrics is a way of life!

ShepHyken

seconds in 2009! This week we feature an article by Bikash Mohanty about how important customer experience metrics are to your business. Companies that track and measure their customer service have a competitive advantage.

Why I Put a Decade Old Brand to Rest

Russel Lolacher

” I’ve been explaining “The UPsell” brand with these responses since 2009. OR The Death of the UPsell Brand and the Birth of Doing More with L.E.S. “No, it’s not about sales. It’s about adding humanity to your organization.”

The New FSA Mobile Phone Recording Ruling: What Does it Mean and How Can You Comply

Customer Interactions

This constitutes the expected extension to “the taping rules” (PS08/1, effective since March 2009) that require the recording and archiving of all voice and electronic communications dealing with orders, negotiation or arrangement of transactions in the financial services industry. It’s now official. The FSA announced yesterday the expansion of its call recording requirements to cover all relevant mobile phone conversations. What does it mean?

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Outrageous – You’re Paying The Same For Less!!

Beyond Philosophy

In fact, the numbers show that since 2009, the rate of shrinkflation has been growing at a “staggering pace.” When you realize that something you buy often has gone up in price, how do you feel?

Customer Success in Numbers

Amity

As early as 2009 , the number one request from customers was “better human service”, which they placed above the integration of different channels and enriched content.

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Who Tweeted It First: Customer Success Edition

Amity

— Japman Bajaj (@Japman_Bajaj) December 22, 2009. — MaRS (@MaRSDD) August 5, 2009. — Parature (@Parature) October 27, 2009. — Michael Hyatt (@MichaelHyatt) January 7, 2009.

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Customer Experience: Keep it Simple Stupid

Beyond Philosophy

Looking at data since 2009, the portfolio including the simplest brands outperformed the major indexes by 170%.

Bad Customer Complaint Handling Can Ruin a Brand’s Reputation

CSM Magazine

Way back in 2009, United Airlines baggage handlers broke Dave Caroll’s $3500 guitar during a flight from Halifax to Omaha. “It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.”

Power Countless Customer Experiences with inContact

NICE inContact

Our customer, Hoveround Corporation , a leading provider of power chairs, electric scooters and other mobility solutions, chose inContact for its inbound contact center solution in 2009.

Why You Need More Breaks During the Holidays

Toister Performance Solutions

A study of British office workers published in 2009 found that people who worked more than 55 hours per week showed decreased memory, vocabulary, and cognitive reasoning skills compared to those who worked 40 hours or less.

Make This Small Change For Big Results

Beyond Philosophy

Thaler and Sunstein, 2008, 2009). 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.

Guest Blog: Instant Customer Service – Just Add Text Message

ShepHyken

He did – and in 2009 Zingle was born as the first two-way, business-and-customer communication platform. This week we feature an article by Ford Blakely about text messaging which can provide that instant, convenient and low-friction customer experience that delivers delight.

The Surprising Effect of Choice Architecture on Your CX

Beyond Philosophy

New York: Penguin Books, 2009. I live in Sarasota, Florida, and recently, there have been some interesting changes to the public benches. Halfway along the seat, there are armrests. At first, I thought it was to make them more comfortable than they were without an armrest in the middle.

How working from home changed the way I help others

Liveops

In fact, Sharon had not only an entire career before joining Liveops Nation in 2009, she was a leader in creating some of the nation’s first outsourced call centers in the 1980s. Sharon: When I came to work with Liveops in 2009, I thought it would be for a short time.