Peter Lavers

The need for excellent customer service training

Peter Lavers

Amongst all the hype of customer experience, AI, chatbots and real-time personalisation, don’t forget that staff still need excellent customer service training – no matter how successful your company is right now!

Not making your targets? Don’t despair!

Peter Lavers

Most companies are facing their biggest challenges of peacetime history as we navigate through the Coronavirus pandemic. Some won’t make it. Falling sales and profits?

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Navigating through turbulent seas

Peter Lavers

By Mark Hollyoake and Peter Lavers. Leadership trust is driven by positive intentions that are translated, communicated and demonstrated to the people that turn them into reality.

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Provide Alternative Solutions to Create a Better Customer Experience

Peter Lavers

When you think of your ideal customer experience, does it include someone telling you, “no,” or “I can’t”? Companies need to train their staff to provide alternative solutions and avoid the easy “no” response in order to create a better customer experience.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Top Themes from Think 2019

Peter Lavers

What were the key themes coming out of my coverage of February’s IBM’s showcase global conference Think 2019 in San Francisco? I was delighted to be invited by IBM Watson to Think 2019 in my role as an IBM Futurist.

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Fonolo: Top 20 Customer Service blogs to read in 2020

Peter Lavers

Peter Lavers has been named as a top blogger in the realm of Customer Service. The list has been created by Fonolo , who provide call-back solutions for contact centres.

Consumer Loyalty 2030

Peter Lavers

In his second blog written as part of the SAS UK Collaborators programme reviewing the SAS / Futurum “Experience 2030” report , Peter Lavers digs deeper into the question regarding what will drive customer loyalty in the future (up to 2030).

Trust is not a binary on/off switch

Peter Lavers

Why building, protecting and recovering Trust is a business imperative. In this blog co-written with Mark Holloake, Peter Lavers considers how trust is a hot topic, but that lot of commentary suggests it is binary – you can either trust an entity or not – an on/off switch in effect.

2019 State of CX Report from The Northridge Group

Peter Lavers

I was recently asked by The Northridge Group to review their 2019 State of Customer Service Experience report.

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

8 Ways to Refresh Your Support Teams’ Customer Service Training – Part 2

Peter Lavers

In our new guest blogger Jason Grills ’ first instalment of this blog , he shared four great customer service training ideas that will refresh your support service and take it to a higher level. Here are the remaining four! #5 5 True or False Quiz.

Talking Omnichannel But Organised Multi Channel?

Peter Lavers

Remember when we used to talk about “channels and media”? Life was simple. Channel meant physical route to market e.g. retail, wholesale, intermediated, direct, etc. Media meant one- or two-way communications devices e.g. TV, radio, telephone, website, email, webchat, face-to-face, etc.

Credit Crunch 10 Years On – Four Seismic Changes in Customer Experience Management

Peter Lavers

This blog coincides with the 10 th anniversary of the first signs of the Credit Crunch, which has impacted and continues to affect all our lives.

8 Ways to Refresh Your Support Teams’ Customer Service Training – Part 1

Peter Lavers

This is the first instalment of a 2-part blog from our new guest blogger Jason Grills – welcome Jason! No matter what type of business you run, apart from quality product or service, you will also need a reliable and efficient support service to retain your customers in the long term.

The Pros and Cons of Incentivized Reviews

With so many online reviews out there, we’ve decided to take a look at how incentivized consumer reviews fare against regular reviews from consumers that were not incentivized. Is one better than the other? More positive? Are they similar in topics covered and level of detail? Download this report to get answers to those questions and more!

Customer Segmentation in the Cognitive Age

Peter Lavers

Segmentation is well established in Marketing and CRM as a way to systematically subdivide a market or a customer base into discrete groups that have different needs or require distinct treatments.

Three things we can learn from how Wimbledon is managing the customer experience

Peter Lavers

I had the pleasure this week of being invited to Wimbledon by IBM to see for myself how their systems, artificial intelligence, and cognitive tools (Watson) underpin the customer experience. What?! Isn’t Wimbledon all about ‘being there’?

Dimension Data CX Report Roundtable

Peter Lavers

Watch the video report from Dimension Data’s 2019 Global Customer Experience Benchmarking Report Roundtable session. Dimension Data recently released their latest Customer Experience report.

From Theory to Practice – Ten Steps for making customer journey mapping happen

Peter Lavers

Customer Experience Management is a hot topic in many companies, who have realised that they are no longer ‘in control’ of all the channels, media or messages that their customers utilise to engage with their brand.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

3 vital B2B findings from Dimension Data’s 2019 CX Report

Peter Lavers

Three key subjects from Dimension Data’s 2019 Global Customer Experience Benchmarking Report that are vital for every B2B company to take a long, hard look at itself about.

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12 Top Choices to Read and Follow over the Holiday Season

Peter Lavers

As 2017 draws to its close I’ve been taking a look at my blog, twitter and Linkedin activity over the year, and I’d like to share with you my three top choices in four different categories: Most blog engagement.

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Customer Relationship Quality

Peter Lavers

Amongst all the predictions and forecasts that you’ll read as we enter 2019, here’s one that I’m 100% certain will be spot-on for B2B companies this year: The quality of your customer relationships will directly impact your profits in 2019. Most B2B companies measure customer satisfaction or NPS.

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Panviva’s Top CX Influencers

Peter Lavers

International recognition as a top influencer / expert in the field of Customer Experience (CX) is not something that WCL Customer Management founder Peter Lavers has actively sought, but it is very much appreciated as it’s independent recognition of his thought leadership and passion for driving the customer centric agenda in business. Cloud Knowledge Management specialists Panviva have again named Peter in their list of top 25 CX professionals to follow.

How a Community of Practice Can Support Your Customers

Speaker: Georgina Cannie, Online Community Lead, Pragmatic Institute

Join Vanilla Forums on Thursday, July 9th 2020 at 12 PM ET for a webinar led by Georgina Cannie, Head of the Pragmatic Alumni Community for Pragmatic Institute, as she explores how Online Customer Support Communities can incorporate CoP programs.

Exceeders’ List of top 10 Customer Experience Influencers

Peter Lavers

WCL Customer Management’s founder Peter Lavers has again been named as a top influencer in the realm of Customer Experience (CX). The list has been created by Exceeders – an IT community that gathers the most innovative IT providers across the globe to provide customers with the latest innovations.

Forging the link between Customer Experience and Innovation – Six Crucial Principles

Peter Lavers

There’s a view that ‘real’ innovation is all about anticipating what customers will want before they even know that they want or need it. That’s only partly true!

3 Behavioural Mindsets for Accurate Content Personalization

Peter Lavers

Content personalization isn’t there just to make marketers feel good! It’s all about making the customer journey smoother, helping customers to be informed to make the best choice, which leads to better and quicker sales and service outcomes.

Can your digital experience integrate behaviours?

Peter Lavers

Peter Lavers ( @PeterLavers ) and fellow IBM Futurist Watson Martin Jones ( @martinjonesaz ) took part in an IBM Watson Commerce ( @IBMCommerce ) tweetchat on Thursday, 26 April 26 ,on the subject of “Can your digital experience integrate behaviors?”

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

Customer Insight Leader: Customer Data is the new Marketing Battleground

Peter Lavers

This is the first of two blog posts on the Customer Insight Leader blog, in which I set out why data is the new Marketing battleground and (in my second blog) how analytics are the weapons guidance systems needed to win the battle.

Peter Lavers named as a Top Customer Service Influencer

Peter Lavers

WCL Customer Management’s founder and MD Peter Lavers has again been named as one of the world’s top customer service influencers. He has been featured on Fit Small Business’s Top Customer Service Influencers of 2018 list. .

Top 9 Customer Experience Influencers to Follow

Peter Lavers

We’re delighted to report that our founder Peter Lavers has again been featured by Capterra as one of the top influencers in the world in the field of Customer Experience. Peter is the only Brit on the list and is delighted to be included.

Retail Loyalty Programmes – what are you really saying?

Peter Lavers

Like many people I’m a member of many loyalty programmes – from grocery retail through to airline frequent flyer clubs. I recently received two very similar direct mail offers from major retailers that got me thinking about the strengths and weaknesses of loyalty programmes. Let me explain further.

B2B Pocket Playbook: End-to-End Guide to Sales Enablement

Sales enablement is the strategic process of providing sales teams with the content, guidance, and mentorship needed to engage targeted buyers. It’s all about equipping sales professionals with the tools they need to put their best-selling foot forward. And if sales teams want to continuously sell better -- and faster -- their sales enablement process must have a game-winning strategy. It's time for you to start selling smarter - and hitting your sales number - with the best B2B database in the market. Get started today.

5 Leading CX Influencers Sharing their Secrets

Peter Lavers

The UK Customer Experience Awards asked the advice of Peter Lavers and four other experts regarding what’s being done wrong and right in the field of Customer Experience. Read what they said here . The post 5 Leading CX Influencers Sharing their Secrets appeared first on Think CX.

Webinar: Digital transformation in the Retail Sector

Peter Lavers

Join Peter Lavers on June 7th for a webinar interview with the CEOs of Iperceramica and VAR Group to find out how they’ve bucked the retail trend through digital transformation.

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Global Social Influencers

Peter Lavers

For those interested in Influencer marketing, Ian Moyse has a great list of Salesforce social influencers to take a look at.

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Panviva’s picks: Top 25 CX Influencers to Follow

Peter Lavers

International recognition is coming thick and fast for Peter Lavers as a top influencer / expert in the field of Customer Experience (CX). This time it’s Cloud Knowledge Management specialists Panviva , who have named Peter in their list of top CX professionals to follow.

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3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.