Talkdesk

FEBRUARY 11, 2015

Is your customer-centric team actively working on providing better customer service in 2015 ? Below are the top six customer service trends for 2015 according to Forrester : 1. According to Forrester, emerging customer support channels such as mobile and web self-service and video chat will gain momentum in 2015.

Customer Service 66

Customer Service Customer centricity Analytics call center software 66

Provide Support

NOVEMBER 18, 2015

How to Tailor Customer Service Based on Customer Personality Type. © 2003 - 2015 Provide Support LLC. Published in Provide Support Blog , 2015. Read more. Permalink | No comment.

Personalization 78

Personalization Customer Service 78

Beyond Philosophy

MAY 14, 2015

Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance. Trust allows your Customers to feel comfortable handing you their business (and personal information). 19 March 2015.

Self service 402

Self service Best practices Customer Experience Call Center 402

ijgolding

DECEMBER 30, 2014

There are now 129 CCXPs around the globe – these numbers will increase dramatically in 2015. Regular followers of my blog will have read a number of stories this year that are embarrassing to digest. So what should we be looking for in the world of Customer Experience in 2015? Some things will have worked.

Customer Experience 85

Customer Experience Customer centricity Personalization 85

Toister Performance Solutions

MARCH 11, 2021

Benchmark Portal's last Agent Voices Report was released in 2015. Overall satisfaction You might expect a steep drop in agent satisfaction, but it was only 3 percent lower than in 2015. Vision This was another category of questions that surprised, with the results remaining virtually unchanged from 2015. Posting a 7.4

Contact Center 124

Contact Center Benchmark Surveys Feedback 124

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? However, before exploring some of these trends in future blog posts, I’d like to take the opportunity to review 2015 – specifically some of the most popular topics covered by the Eptica blog. Published on: January 06, 2016.

Customer Experience 50

Customer Experience Multichannel Self service Contact Center 50

PeopleMetrics

JANUARY 12, 2015

In 2015, we’re improving the look and feel of our Voice of the Customer platform. In this blog post, we’ll cover two key areas: the Dashboard and Real-Time Reports. Simply click on the “Contact Us” link from within Voice of the Customer (in the upper-right-hand corner) and follow the instructions to contact the right person.

Feedback 79

Feedback Accountability Personalization Customer Experience 79

ijgolding

SEPTEMBER 29, 2015

On Friday 25th September 2015, hundreds of passionate Professionals who excel in demonstrating the power of Customer Experience, convened in London for the UK Customer Experience Awards. The 2015 UK Customer Experience Awards was a HUGE event. In 2015, the finalists were quite simply incredible. This year did not disappoint.

Customer Experience 104

Customer Experience Journey mapping Customer centricity Employee engagement 104

Provide Support

JULY 12, 2016

8 ways to win more loyal customers with a personal touch. Adding a simple personal touch to every interaction you have with your customers has a big impact on how they perceive your brand. Let’s take a look at how you can win greater customer loyalty with a few small personalized gestures.(.). © 2003 - 2015 Provide Support LLC.

Personalization 47

Personalization Accountability Sales Marketing 47

Provide Support

JULY 25, 2016

Ditch the Script: How to Personalize Real-Time Customer Service. But then again, the title of Oscar Wilde’s famous play offers a great lesson for contact centers: it’s more important to be authentic, to be human and personalized, than it is to flawlessly deliver a customer service script. © 2003 - 2015 Provide Support LLC.

Scripts 47

Scripts Personalization Customer Service Contact Center 47

Beyond Philosophy

NOVEMBER 18, 2014

Companies that have a Customer-centric culture do not require any one person to own the organization, it is as they say, part and parcel of the experience. If you enjoyed this post, you might be interested in the following blogs: Are you Deliberate With Your Customer Strategy or Just Taking a Chance?

Customer centricity 322

Customer centricity Customer emotions Customer retention Consulting 322

Beyond Philosophy

AUGUST 18, 2015

Second, be careful about introducing an anchor when you want to know another person’s opinion. 2 Availability Heuristic: When a person can think of many examples of a category quickly, they believe the overall frequency of that category is large. Your mind is playing tricks on you; learn to play the game better and you win.

Personalization 413

Personalization Customer Experience Customer emotions Customer Service 413

CX Journey

NOVEMBER 12, 2015

Joining 200 others, I spent Moments of Truth Day 2015 (part of NCSW ) here, thanks to Rant & Rave. It was really good to hear him extol the importance of storytelling in communicating your customer experiences (good, bad, and downright ugly), a previous recommendation on this blog. But it works well.

Gamification 63

Gamification Airlines Construction Coaching 63

Beyond Philosophy

JUNE 21, 2015

First, it shows Virgin values employees and wants them to feel like their employer cares about their personal lives and needs. Secondly, it shows that Virgin understands that an employee’s personal emotional state carries over into the emotional state they present to and create for Customers.

Customer Experience 400

Customer Experience B2C Banking B2B 400

Beyond Philosophy

JULY 6, 2016

Last year, Forrester published the Customer Experience Index, China 2015, ranking 60 brands for their performance in Customer Experience. The concept of making a stronger bond based on personalization and positive emotional outcomes that result from a customer-centered experience is one they already accept. Billions of them.

Customer centricity 283

Customer centricity Consulting Consulting Customer emotions 283

Beyond Philosophy

OCTOBER 28, 2014

Natural companies, in this case specifically, stand alone in that a person answers your call and works with you until your issue is resolved. The idea is that personal exchanges and connections are encouraged, whether it’s through the phone, an SMS exchange, Email or Chat. Blogs Customer Experience'

Customer Experience 341

Customer Experience Scripts Customer centricity Consulting 341

Natalie Petouhof

SEPTEMBER 15, 2015

Tweet As the connected customer experience continues to evolve, Cagemini today released the 16th annual global automotive study, The 2015 Cars Online “The Selfie Experience” Phones have become “the” selfie device, now this study shows consumers want that same personalized experience as a segment of one.

Automotive 45

Automotive Engineering Personalization Customer Experience 45

Beyond Philosophy

JUNE 18, 2015

They become a bond in our personal relationships, a key to happiness for most people. Reserve your spot at this informative webinar presented Thursday, June 17th, 2015. If you enjoyed this post, you might be interested in the following blogs: Does Shopping Really Make You Happy? Does Getting What You Want Make You Happy?

B2C 399

B2C B2B Employee engagement Customer Experience 399

Beyond Philosophy

SEPTEMBER 29, 2015

The UX refers to the overall experience a person has using an App or website. Ofcom, the UK’s communication regulator, released their Communications Market Report for 2015, which proclaimed that the “UK is now a mobile society.” The UX is quickly becoming the most important part of the CX. The two aren’t that different, after all.

Advertising 348

Advertising Wireless Consulting Consulting 348

Beyond Philosophy

OCTOBER 28, 2014

Natural companies, in this case specifically, stand alone in that a person answers your call and works with you until your issue is resolved. The idea is that personal exchanges and connections are encouraged, whether it’s through the phone, an SMS exchange, Email or Chat. They might even encourage the use of Skype! Area 4: Mobile.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

aircall

JUNE 28, 2022

Often, entrepreneur ideas are born out of personal stories and anecdotes. Early 2015, we’re having “OK” traction, but we’re struggling to raise money to accelerate. From there, we restarted fundraising at the end of 2015, with our usual failure rate (130 investors contacted; 129 rejections). Aircall’s Startup Journey.

SaaS 147

SaaS Engineering Metrics Telecommunications 147

Beyond Philosophy

DECEMBER 19, 2017

They include: Personalization. Just 12 months ago in 2015, they scored 7.33; in 2017, just 7.08. I see these two things being major contributory factors to the lack of success of UK companies, and it hurts me to say that, being a proud British person working in this field since 2002. Time and Effort. Resolution. Expectations.

Customer centricity 382

Customer centricity Consulting Consulting Banking 382

Beyond Philosophy

JUNE 16, 2015

Jeff Bezos said, “A brand for a company is like a reputation for a person. If you enjoyed this post, you might be interested in the following blogs: Discounting A Luxury Brand: The Power of the Attention Cluster of Emotions. You earn reputation by trying to do hard things well.” Reserve your spot today!

Advertising 273

Advertising Customer centricity Customer Experience Marketing 273

Beyond Philosophy

MARCH 2, 2016

They analyzed four million phone calls from 2013 to 2015. These expectations are based on a number of factors, not the least of which is the personality of the person who has them. New research reveals other important factors affect people’s emotional perception of your experience as well: where they live.

Consulting 278

Consulting Consulting Call Center Call center experience 278

Kayako

DECEMBER 31, 2015

Last year, we rounded up the best blog posts of 2014 and saw some trends on hiring, job policies and communication. 2015 saw the support community talk a lot about making things easier for the customer through both customer experience and communication. Now onto the best of 2015! The best of customer experience.

Customer Support 35

Customer Support Self service Multi-channel support SaaS 35

Beyond Philosophy

FEBRUARY 12, 2015

Through February 14th, 2015, Customers at the restaurant will be randomly selected to owe a new form of payment. It has to be enough that we hear of it personally, otherwise people will just call it a gimmick. If you enjoyed this post, you might be interested in the following blogs: Why Your Memory Matters More Than Your Experience.

Customer Experience 225

Customer Experience Personalization 225

Beyond Philosophy

MAY 10, 2016

My example is TD Bank, where viral communication meets real, and valued, experience delivery on a personalized, and deeply emotional, level. The video chronicled customer reactions to the deeply personal and emotional response to the unexpected gifts they received through a TD Bank promotion.

Marketing 186

Marketing Banking B2C Consulting 186

Provide Support

SEPTEMBER 12, 2016

After all, everyone likes to do business with a friendly sales person. In this blog post I would like to offer four customer service tips to greet your customers. © 2003 - 2015 Provide Support LLC. Published in Provide Support Blog , 2016. Here they are: (.). Read more. Permalink | No comment.

Customer Service 77

Customer Service Sales Marketing Personalization 77

Beyond Philosophy

MARCH 2, 2018

And, after you read that, go clear your search history on the work computer and get a separate mobile for personal use!). If you enjoyed this post, you might be interested in the following blogs: The Big Mistake Most Organizations Make with Employee Engagement. 15 August 2015. How You Feel Dictates How You Act. Money.cnn.com.

Government 253

Government Employee engagement Customer Experience Consulting 253

Joe Rawlinson

DECEMBER 10, 2015

Sixty-one percent of marketers planned to increase their spending on email this year, making email a higher priority than social media, mobile marketing or any other channel, StrongView’s 2015 Marketing Trends Survey found. Triggered emails, also called transactional or personalized emails, are sent when some specific action occurs.

Marketing 101

Marketing Benchmark Surveys Sales 101

Beyond Philosophy

AUGUST 9, 2017

And if the employee that handles the interaction is more engaging and personable, then, what’s there to get your knickers in a twist about? According to the 2015 FDIC National Survey of Unbanked and Underbanked Households , 7% of households in the U.S. Per the CBS New story, at least in the U.S.,

Banking 0

Banking Coaching Surveys Employee engagement 0

Natalie Petouhof

FEBRUARY 24, 2016

Where retailers create instant, personalized experiences for shoppers on their smartphone, online and in stores. Modern POS devices are allowing retailers to better understand their customers, provide more customized service, and help them achieve compliance with new security measures being implemented in 2015.

Personalization 40

Personalization Entertainment Marketing Sales 40

TechSee

JUNE 16, 2022

This begins by looking at how to better engage both customers and employees through hyper-personalization, better visibility, and tools they actually want to use. Jeff’s Inside Customer Service blog has been recognized as one of the Top 50 customer service blogs on the planet.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Beyond Philosophy

MARCH 19, 2015

between January and February, 2015 (to 32.9%) and that this new level was the highest engagement rate reported in the past three years. Blogs Employee Experience' A recent article by a major employee research and engagement consulting organization led with the above headline. The post “U.S. Employee Engagement Reaches Three-Year High.”

Employee engagement 261

Employee engagement Customer Experience Consulting Consulting 261

ProProfs Blog

AUGUST 21, 2020

According to a report , the top 10 companies in the Global Empathy Index 2015 generated 50% more earnings compared to the bottom 10. Read this blog to learn how you can build an organizational culture around empathy and embrace healthy competition. Empathy can help your brand foster lifelong personal customer connections.

Sales 158

Sales Morale Personalization Scripts 158

ProProfs Blog

APRIL 30, 2020

In his 2015 Ted Talk, Bill Gates explained, “The next big thing most likely to kill 10 million people will not be a war but a virus.” The survey maker tool allows us to create forms to capture the personal information of every applicant, thereby, helping us in our attempt to be a paper-free organization. Survey Maker.

Surveys 152

Surveys Healthcare Employee engagement Personalization 152

GetFeedback

NOVEMBER 20, 2018

Personalize your email subject line. Data from Aberdeen shows that personalized email messages improve click-through rates by an average of 14%, which is just the tip of the iceberg when it comes to the power of personalization. Personalization makes your survey email feel like a custom invitation.

Surveys 98

Surveys Advertising Feedback Personalization 98