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

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

Social Customer Service… Then and Now

Contact Center Pipeline

World,” June 2009). Social customer service has come a long way since I first wrote about it in Pipeline eight years ago (“The Impact of Word of Mouth in the Web 2.0

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.

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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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.

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.

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.

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.

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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¡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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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.

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.

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.

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.

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.

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?

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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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%.

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.

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.

The Lowdown on Downloads: 3 Customer Service Apps to take on your Summer Travels

Fonolo

Back in 2009, Apple filed for a trademark on its buzz-worthy phrase, “There’s an app for that.” Almost a decade later, there’s no shortage of apps cluttering up the Android and Apple marketplaces.

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Power Countless Customer Experiences with inContact

NICE Systems

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.

Making emotional connections with customers is key to excellent NPS and VOC results

Robert Davis

In The New York Times, Stephanie Rosenbloom explained why footwear sales in October 2009 reached $1.5 By Brad Baumunk, President and COO, Robert C. Davis and Associates.

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.

Show and Sell: 3 Ways Customer Service can be Used as an Effective Marketing Tool

Fonolo

The mega-brand hit $1 billion in annual sales in 2008 and was sold to Amazon for $940 million in 2009. Customer service is often not seen as the effective marketing tool that it is.

4 Powerful Rules to Create Employee and Customer Word-of-Mouth Programs That Work

Beyond Philosophy

For instance, a 2009 social media use study by MarketingSherpa found that, among customers, learning about special offers and sales was a prime motivator for consumers to connect with companies through social media. Michael Lowenstein, Ph.D.,

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VW To Buy Back Cars And Learns Cost Of Lying

Beyond Philosophy

This buyback agreement, described by Reuters as a framework deal, includes the Jetta Sedan, the Golf compact and the Audi A3 models sold since 2009. The latest in the “Hoaxwagen” scandal reveals the price you pay for lying to consumers. Hint: it’s not cheap!).

Why CrazyCall is The Best Google Voice Alternative [In 2019]

CrazyCall

In 2009 Google acquired a project called GrandCentral and after a couple of improvements and face-lifting they put it out under the Google Voice name. But as time went on, Google seemingly took a long pause in the year 2009.

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Military Experience and Love of People Lead to Success for Irving Williams

Sykes

Shortly after starting at SYKES in 2009, Irving enlisted in the Navy Reserves. Irving Williams credits two things for his rise from call center agent to site director at the SYKES Malvern call center: The first is that he is good at call center work.

The Avaya-Mitel Tie-up: Ghost of Nortel Comes Home

Fonolo

Avaya’s core call center business was the result of an acquisition of Nortel assets, following the latter’s bankruptcy in 2009. News broke last week that Mitel is proposing an all-stock buy-out of Avaya. The week prior, rumors were circulating that Avaya was engaging bankers to find a buyer.

Customer Experience Articles

ClearAction

1 2009 Customer Experience Maturity Monitor, Peppers & Rogers Group. 2 2009 Customer Experience Management: Engaging Loyal Customers to Evangelize Your Brand, Aberdeen Group. 3 2009 Customer Experience Management Benchmark Study, Strativity Group.

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.