INDUSTRY INSIGHTS YOUR PEERS ARE READING
Day 3: Shaq Takes Center Stage The final day arrived, and after the 2013 NICE Customer Excellence Awards were presented, the audience enthusiastically welcomed Shaquille O’Neil (Shaq) to the stage. It was Even Bigger, Better than Last Time! MORE
Technically speaking when a customer subscribes to your service, they perform the initial investment. They are investing in your service because it meets a need, solves a pain, gets a job done, or all of the above. On the surface, their investment is monetary in nature – monthly recurring revenue. MORE
Customer support and customer service have been around for decades. These were the necessary evils of the traditional sector – the old-model reactive break/fix cost center – to resolve problems resulting from breaks and service interruptions. MORE
Reducing customer acquisition cost (CAC) is critical to the success of any SaaS business. A recent blog post by Lincoln Murphy, The SaaS Myth and Misguided Optimization , introduced the concept of SaaS CAC Efficiency – in a nutshell, it’s not so much a metric but a new SaaS CAC point of view. MORE
There are actually 5-I’s in your customer success team. You can build your team around them, share them with other departments in your organization and even improve upon them – they are that good. So what are the 5-I’s and how did I become part of TEAM? Interaction. MORE
Prevention vs. clean up. It’s a security question all financial institutions should ask themselves. When it comes to providing a trusted customer environment, banks are typically better at resolving problems stemming from non-predictive authentication and fraud than preventing them. That’s because they continue to allow criminals to get their foot in the door. MORE
A powerful insight into improving trial conversion struck me while I was watching the great PBS series Mr Selfridge recently. It stars Jeremy Pivin as Harry Selfridge, the founder of London’s famous Selfridges department store. MORE
What Really Happens with a Manual Process. Hooray! Four qualified and enthusiastic customer success managers have been recruited. The VP is well aware of the business goals – reduce churn, grow the lifetime value of every customer, and maybe even improving conversions sits with this organization. MORE
That’s when it’s back to the lab again, He better go capture the moment, And hope it don’t pass him by. Lose Yourself , Eminem. Competitive Advantage isn’t Sustainable. Power has shifted from vendors to customers. MORE
The Southern Ontario Customer Success Meetup group was officially launched to great success last night. Over 30 customer success practitioners and SaaS executives convened to hear Paul Philp share Lessons Learned in Customer Success. MORE
Along with providing faster and more convenient ways to bank, financial institutions are constantly challenged with making sure all of their customer channels are protected. The problem with offering customers more tools for customers to bank remotely is the ability to successfully secure the growing number of sales channels without impacting the user experience. MORE
Only 4% of customers trust advertising the most for service information, so can your good customer experience to help seal the deal with customers? Customer Experience Customer Service Infographic Advertising infographic MORE
Customer service leadership is clearly having a strategy for customer experience and bringing out excellence in others to carry out the service vision. Customer Service Customer Experience Excellence Leadership Management Vision MORE
Without the ability to verify the Caller ID or ANI, all customer calls can look the same to call center agents. This a risky proposition for any financial institution that handles thousands of customer calls each day. In other words, if all calls appear the same there’s no way to answer some of the key questions all banks should know about customer calls, such as: Which calls are trustworthy? Which calls require further review? Which calls require a contact center agent? MORE
Wishing a very Merry Christmas to customer service and call center agents around the world. Peace, joy, and happiness to you and your loved ones. MORE
A great customer experience is one that seamlessly integrates real-time self-service technology backed by experts who can resolve breakdowns to the process. Business MORE
Trust, once the very essence of the financial industry, is gone. That’s according to the recent USA Today article, “Remember when trust actually meant something,” which says most of today’s major brands have implicit trust problems. Many are on a spinning treadmill trying to make up for lost customer and public trust. This certainly applies to today’s Caller IDs and ANI. MORE
These labels have gradually started appearing at IFSEC over the past several years, but 2013 was undoubtedly the year the concept came of age. During the many years I have attended the IFSEC exhibition in the UK, I have seen the fanfare of many new innovations in security technology. MORE
Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. MORE
The recent BankInfoSecurity article, “New Insight on How to Respond to 2013’s Top Fraud Trends,” suggests that fraud attempts against banks and credit unions will continue to increase this year. In 2013, financial institutions investing in complementary authentication solutions like TRUSTID will achieve true multi-factor authentication that is recommended today for protecting banking channels from account takeovers and other unwanted criminal activity. MORE
Next week November 18th-21st, Dreamforce, the largest software conference in the world, along with our amazing customers and partners take over the city of San Francisco. And I’m excited to be a part of it! MORE
Throughout the Dreamforce conference Nov. 18-21st in San Francisco there will be certain themes commanding a lot of attention. One of those themes is Social Customer Care. MORE
How confident are you that the next time one of your call center agents answers the phone the call will be handled safely and efficiently? If your contact center still relies solely on a host of challenge questions to identify customers over the telephone channel, my guess is your security confidence level falls a few notches below where it should be. We all know that the reliability of traditional knowledge-based authentication (KBA) today is not what it was a few short years ago. MORE
Being a Customer Experience (CX) professional and having studied and practiced the art and the science of this wonderful CX discipline for over nine years now, (all within one organization) I pause to reflect on what the net result is of all the hard and dedicated work that we CX professionals have accomplished thus far and what we are yet to accomplish. MORE
If you are an existing customer of MindTouch Platform, the year 2013 was your last opportunity to renew this product. NOTE : MindTouch Core is no longer supported. MindTouch is now a cloud-based service that helps your product documents become a self-service customer support and customer engagement tool. Learn More. With the exception of existing customers, MindTouch will no longer support or maintain Core or Platform. MORE
Happy Monday morning everyone! Throw away those Monday morning blues, it’s going to be a great week. I had a fantastic weekend but it almost turned disastrous! I love it when I can tell real life customer service stories here on my blog. Thanks for visiting this week. MORE
I like pizza. I think I’m among a majority of people who do. And, pizza I would say is as much a commodity as coffee—although people certainly have their preferences and favorites for sure. While I’m not here to debate the nutritional merits of pizza, I will admit that I have this craving I must satisfy every couple of weeks. Therefore, pizza has been a regular element of my diet. I don’t share this very readily or very often with my nutritionist. MORE
What’s fun and exciting this week? My last post on “How Kroger Ruined, Then Saved My Daughter’s Birthday” was the third most popular post of all time here on No Fluff Social Media. Thanks to everyone who took the time to read it. MORE
Even with fraud defenses in place, individuals are still the ones who have to ultimately make banking decisions that could put them at risk. In other words, while anti-fraud technologies are designed to provide red flags and help detect fraudulent transactions, they can’t always stop people from being duped by clever social engineering schemes. That risk is often left up to the individual’s discretion, whether it’s a customer or employee. MORE
Consistently delivering an exceptional customer experience requires creating employee engagement and culture that cultivates positive service actions. Culture Customer Experience Management Employee Engagement Good Reads Recommended MORE
Courtesy of www.AnnieLennox.com. You can travel the world and the seven seas, everybody’s looking for customer-centric cultures. Some customers want to use you. None of them want to get used by you. Some of them want to abuse you. None of them want to be abused. MORE
Customer service management software and CRM focuses on providing more efficient ways to unify business activities to carry out more effective customer service actions contributing to a better service experience. MORE
To learn more about NICE’s situation management solutions, join us at Interactions 2013, the industry’s leading customer conference. The one thing that comes up time and time again is the need for more PSIM education. MORE
To learn more about how Miami International Airport is using NICE’s solutions for improved security, safety, and operations, join us at Interactions 2013, the industry’s leading customer conference. MORE
Our initial beta launch occurred in July 2013 and our engaged community has provided dozens of suggestions, comments and ideas that we have used to continually improve and evolve our product. The last 12 months have been an intense and exhilarating ride! Since Amity’s inception in July of 2012, we’ve talked to countless customer success teams, launched a private beta, sponsored two successful Customer Success Meetup events, and worked hard to continually evolve our service. MORE
The customer success cat is out of the bag. There can be no doubt about the direct correlation between customer success and the long-term success of SaaS companies. MORE
Even a cold, snowy winter night could not keep the crowd away! Last night, the heroes of the Customer Success Meetup met for their second event. The buzz from the first meetup had definitely circulated. Over the past few months, the group membership swelled to 80 members. MORE
Prospects invest a great deal of time researching the right solution. For some, it’s easier because they’ve got a hot tip on a must-have service – and if that’s your service then you’ve been working really hard at customer success! MORE
You will not have to worry about a dove in your bedroom, a tiger in your tank, or the giant in your toilet bowl. The revolution will put you in the driver’s seat. – Gil Scott-Heron, The Revolution Will Not Be Televised. MORE
As a Bank of America (B of A) customer over the last 15 plus years, [and having arrived here more as the result of acquisition than by choice] I have been a loyal customer in the sense that I have stayed and have not migrated to another banking institution. MORE
Is Your Marketing Organization Ready to Change its MO? Gary Katz. It can sometimes be difficult to determine whether your company is ready to implement Marketing Operations. MORE
2013 Related Topics Win the Customer
DECEMBER 30, 2013
Customer service management software and CRM focuses on providing more efficient ways to unify business activities to carry out more effective customer service actions contributing to a better service experience.
Win the Customer
DECEMBER 26, 2013
Customer service leadership is clearly having a strategy for customer experience and bringing out excellence in others to carry out the service vision. Customer Service Customer Experience Excellence Leadership Management Vision
Win the Customer
DECEMBER 23, 2013
A great customer experience is one that seamlessly integrates real-time self-service technology backed by experts who can resolve breakdowns to the process. Business
Customer Interactions
MAY 3, 2013
Day 3: Shaq Takes Center Stage The final day arrived, and after the 2013 NICE Customer Excellence Awards were presented, the audience enthusiastically welcomed Shaquille O’Neil (Shaq) to the stage. It was Even Bigger, Better than Last Time!
Customer Interactions
MAY 20, 2013
These labels have gradually started appearing at IFSEC over the past several years, but 2013 was undoubtedly the year the concept came of age. During the many years I have attended the IFSEC exhibition in the UK, I have seen the fanfare of many new innovations in security technology.
Win the Customer
DECEMBER 28, 2013
Only 4% of customers trust advertising the most for service information, so can your good customer experience to help seal the deal with customers? Customer Experience Customer Service Infographic Advertising infographic
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Win the Customer
DECEMBER 25, 2013
Wishing a very Merry Christmas to customer service and call center agents around the world. Peace, joy, and happiness to you and your loved ones.
Amity
NOVEMBER 22, 2013
Customer support and customer service have been around for decades. These were the necessary evils of the traditional sector – the old-model reactive break/fix cost center – to resolve problems resulting from breaks and service interruptions.
Amity
NOVEMBER 14, 2013
That’s when it’s back to the lab again, He better go capture the moment, And hope it don’t pass him by. Lose Yourself , Eminem. Competitive Advantage isn’t Sustainable. Power has shifted from vendors to customers.
Amity
DECEMBER 12, 2013
Prospects invest a great deal of time researching the right solution. For some, it’s easier because they’ve got a hot tip on a must-have service – and if that’s your service then you’ve been working really hard at customer success!
Beyond Morale
SEPTEMBER 30, 2013
Courtesy of www.AnnieLennox.com. You can travel the world and the seven seas, everybody’s looking for customer-centric cultures. Some customers want to use you. None of them want to get used by you. Some of them want to abuse you. None of them want to be abused.
|
Amity
NOVEMBER 13, 2013
The customer success cat is out of the bag. There can be no doubt about the direct correlation between customer success and the long-term success of SaaS companies.
Amity
DECEMBER 18, 2013
Even a cold, snowy winter night could not keep the crowd away! Last night, the heroes of the Customer Success Meetup met for their second event. The buzz from the first meetup had definitely circulated. Over the past few months, the group membership swelled to 80 members.
Amity
NOVEMBER 26, 2013
Technically speaking when a customer subscribes to your service, they perform the initial investment. They are investing in your service because it meets a need, solves a pain, gets a job done, or all of the above. On the surface, their investment is monetary in nature – monthly recurring revenue.
Amity
NOVEMBER 23, 2013
A powerful insight into improving trial conversion struck me while I was watching the great PBS series Mr Selfridge recently. It stars Jeremy Pivin as Harry Selfridge, the founder of London’s famous Selfridges department store.
ClearAction
FEBRUARY 25, 2013
Is Your Marketing Organization Ready to Change its MO? Gary Katz. It can sometimes be difficult to determine whether your company is ready to implement Marketing Operations.
Amity
NOVEMBER 21, 2013
Reducing customer acquisition cost (CAC) is critical to the success of any SaaS business. A recent blog post by Lincoln Murphy, The SaaS Myth and Misguided Optimization , introduced the concept of SaaS CAC Efficiency – in a nutshell, it’s not so much a metric but a new SaaS CAC point of view.
Amity
NOVEMBER 18, 2013
There are actually 5-I’s in your customer success team. You can build your team around them, share them with other departments in your organization and even improve upon them – they are that good. So what are the 5-I’s and how did I become part of TEAM? Interaction.
Amity
NOVEMBER 15, 2013
What Really Happens with a Manual Process. Hooray! Four qualified and enthusiastic customer success managers have been recruited. The VP is well aware of the business goals – reduce churn, grow the lifetime value of every customer, and maybe even improving conversions sits with this organization.
Amity
NOVEMBER 13, 2013
The Southern Ontario Customer Success Meetup group was officially launched to great success last night. Over 30 customer success practitioners and SaaS executives convened to hear Paul Philp share Lessons Learned in Customer Success.
Amity
NOVEMBER 11, 2013
You will not have to worry about a dove in your bedroom, a tiger in your tank, or the giant in your toilet bowl. The revolution will put you in the driver’s seat. – Gil Scott-Heron, The Revolution Will Not Be Televised.
Amity
DECEMBER 20, 2013
Our initial beta launch occurred in July 2013 and our engaged community has provided dozens of suggestions, comments and ideas that we have used to continually improve and evolve our product. The last 12 months have been an intense and exhilarating ride! Since Amity’s inception in July of 2012, we’ve talked to countless customer success teams, launched a private beta, sponsored two successful Customer Success Meetup events, and worked hard to continually evolve our service.
Insite Managed Solutions
MAY 23, 2013
Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015.
Horizon CX
JULY 1, 2013
As a Bank of America (B of A) customer over the last 15 plus years, [and having arrived here more as the result of acquisition than by choice] I have been a loyal customer in the sense that I have stayed and have not migrated to another banking institution.
Horizon CX
SEPTEMBER 30, 2013
Being a Customer Experience (CX) professional and having studied and practiced the art and the science of this wonderful CX discipline for over nine years now, (all within one organization) I pause to reflect on what the net result is of all the hard and dedicated work that we CX professionals have accomplished thus far and what we are yet to accomplish.
TRUSTID
JANUARY 15, 2013
The recent BankInfoSecurity article, “New Insight on How to Respond to 2013’s Top Fraud Trends,” suggests that fraud attempts against banks and credit unions will continue to increase this year. In 2013, financial institutions investing in complementary authentication solutions like TRUSTID will achieve true multi-factor authentication that is recommended today for protecting banking channels from account takeovers and other unwanted criminal activity.
Customer Interactions
MARCH 14, 2013
To learn more about NICE’s situation management solutions, join us at Interactions 2013, the industry’s leading customer conference. The one thing that comes up time and time again is the need for more PSIM education.
Customer Interactions
MARCH 21, 2013
To learn more about how Miami International Airport is using NICE’s solutions for improved security, safety, and operations, join us at Interactions 2013, the industry’s leading customer conference.
Mindtouch
APRIL 9, 2013
If you are an existing customer of MindTouch Platform, the year 2013 was your last opportunity to renew this product. NOTE : MindTouch Core is no longer supported. MindTouch is now a cloud-based service that helps your product documents become a self-service customer support and customer engagement tool. Learn More. With the exception of existing customers, MindTouch will no longer support or maintain Core or Platform.
Horizon CX
JUNE 17, 2013
I like pizza. I think I’m among a majority of people who do. And, pizza I would say is as much a commodity as coffee—although people certainly have their preferences and favorites for sure. While I’m not here to debate the nutritional merits of pizza, I will admit that I have this craving I must satisfy every couple of weeks. Therefore, pizza has been a regular element of my diet. I don’t share this very readily or very often with my nutritionist.
Chad Schaeffer
JUNE 17, 2013
What’s fun and exciting this week? My last post on “How Kroger Ruined, Then Saved My Daughter’s Birthday” was the third most popular post of all time here on No Fluff Social Media. Thanks to everyone who took the time to read it.
Chad Schaeffer
JUNE 10, 2013
Happy Monday morning everyone! Throw away those Monday morning blues, it’s going to be a great week. I had a fantastic weekend but it almost turned disastrous! I love it when I can tell real life customer service stories here on my blog. Thanks for visiting this week.
Chad Schaeffer
NOVEMBER 14, 2013
Throughout the Dreamforce conference Nov. 18-21st in San Francisco there will be certain themes commanding a lot of attention. One of those themes is Social Customer Care.
Chad Schaeffer
NOVEMBER 13, 2013
Next week November 18th-21st, Dreamforce, the largest software conference in the world, along with our amazing customers and partners take over the city of San Francisco. And I’m excited to be a part of it!
TRUSTID
FEBRUARY 19, 2013
Prevention vs. clean up. It’s a security question all financial institutions should ask themselves. When it comes to providing a trusted customer environment, banks are typically better at resolving problems stemming from non-predictive authentication and fraud than preventing them. That’s because they continue to allow criminals to get their foot in the door.
TRUSTID
FEBRUARY 5, 2013
How confident are you that the next time one of your call center agents answers the phone the call will be handled safely and efficiently? If your contact center still relies solely on a host of challenge questions to identify customers over the telephone channel, my guess is your security confidence level falls a few notches below where it should be. We all know that the reliability of traditional knowledge-based authentication (KBA) today is not what it was a few short years ago.
TRUSTID
JANUARY 29, 2013
Without the ability to verify the Caller ID or ANI, all customer calls can look the same to call center agents. This a risky proposition for any financial institution that handles thousands of customer calls each day. In other words, if all calls appear the same there’s no way to answer some of the key questions all banks should know about customer calls, such as: Which calls are trustworthy? Which calls require further review? Which calls require a contact center agent?
TRUSTID
JANUARY 22, 2013
Along with providing faster and more convenient ways to bank, financial institutions are constantly challenged with making sure all of their customer channels are protected. The problem with offering customers more tools for customers to bank remotely is the ability to successfully secure the growing number of sales channels without impacting the user experience.
TRUSTID
JANUARY 8, 2013
Trust, once the very essence of the financial industry, is gone. That’s according to the recent USA Today article, “Remember when trust actually meant something,” which says most of today’s major brands have implicit trust problems. Many are on a spinning treadmill trying to make up for lost customer and public trust. This certainly applies to today’s Caller IDs and ANI.
TRUSTID
JANUARY 1, 2013
Even with fraud defenses in place, individuals are still the ones who have to ultimately make banking decisions that could put them at risk. In other words, while anti-fraud technologies are designed to provide red flags and help detect fraudulent transactions, they can’t always stop people from being duped by clever social engineering schemes. That risk is often left up to the individual’s discretion, whether it’s a customer or employee.
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