The Future Today! Personalization 2.0

Beyond Philosophy

Data is collected about our personal behavior everywhere. In a word: Personalization. The Era of Personalized Marketing is Here. I am making jokes, but to be honest, I am a fan of personalization. Personalization 2.0 We live in the data age.

Build Your Personal Brand on LinkedIn

Call Center Weekly

Expand into consulting and management? Building a personal brand on LinkedIn is the key to opening new doors. You can use this space to showcase your personality and professional focus. Diligently build your audience through outreach and personalized messages.

Get Personal, It’s Business!

Beyond Philosophy

There is an old saying that goes, “It’s not personal; it’s just business.” I think business is personal, especially when you are trying to build a relationship with your customers. Neither of these things happens while discussing business, but instead by making an effort to connect on a personal level. The apology is complete nonsense, of course; a person isn’t responsible for the rain. Obviously, the point of your conversation is to get to know the other person.

An Amazing Experience: Personalize your CX Today!

Beyond Philosophy

What is unique and refreshing about A Step Ahead’s approach is how individual and personal it is. In our customer experience consultancy, we have learned that emotions drive much of a customer’s behavior. The post An Amazing Experience: Personalize your CX Today!

The (Consultant-Approved) Customer Service Diet

Micah Solomon

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Instead of pointing out what to do to improve your customer service (my usual mode of operations as a customer service consultant), today I’m going to point out the actions and mindsets that, if removed from your repertoire, will go a long way toward creating customer service excellence.

The Great Data Debate: Personalization vs Privacy What Really Matters

ProProfs Blog

To learn this, we got in touch with reputed consultant and social media expert Shonali Burke. She is the CEO and founding member of Shonali Burke Consulting Inc. Here’s what she had to say on the Personalization vs. Privacy debate. #Q1 Data is the new oil.

Four Reasons Why a Personalized Customer Service Experience is Important

Fonolo

A study conducted by Forrester Consulting on behalf of Ada showed that personalized customer service has a variety of benefits for the company providing these customized experiences. Very simple methods like, using a person’s name, can go a long way towards making someone feel valued.

Nuances of Delighting Customers: An Exclusive Interview with Mr. Gangadhar Krishna, Customer Service Consultant

Customer Guru

Continuing with our initiative of sharing experiences of top-notch CX experts, we have another gem of an interview with Mr. Gangadhar Krishna, an independent author, coach, trainer and consultant in customer service and excellence.

DMG Consulting Releases 2019-2020 Intelligent Virtual Agent Product and Market Report

DMG

DMG Consulting Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. As customer demand for outstanding and personalized service increases, so does the cost of delivering it. About DMG Consulting LLC.

Verint Announces New CX Consulting Capabilities

Verint

Today’s consumers have high expectations and increasingly expect their sales and service experiences to be personalized, quick and easy across all interaction channels.

CSM from the Trenches: Mentors – Gregg Frohman, Director of Consulting, ClientSuccess

ClientSuccess

From : Gregg Frohman , Director of Consulting. The personality test that comes with this book is the most insightful personality test I’ve ever taken.

Customer Care Measurement & Consulting has partnered with Medallia

Connecting the Dots

Customer Care Measurement & Consulting has partnered with Medallia, a leading customer experience software firm, to fortify its mission of ensuring companies receive substantial return on their customer experience investments. CCMC’s deep strategy and consulting experience, combined with Medallia’s industry-leading technology software, will offer clients an outstanding opportunity to become the best in class in customer experience. CCMC ~.

Be Personal, Not Pushy: How AI is Transforming B2B Selling

bold360 Blog

Sales reps were the main source of product information, guiding prospects toward a purchase via phone conversations and in-person meetings. Today’s B2B buyers shop for business solutions just like they shop for personal products. What’s particularly powerful about chatbots is their ability to deliver personalized, relevant content to website visitors based on demographic and location data, browsing history, and pages they’re visiting on your site.

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DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report

DMG

DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. About DMG Consulting LLC. DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics.

DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report

DMG

DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. This results in a highly personalized experience for each and every person who reaches out to, or is contacted by, the organization.”. About DMG Consulting LLC.

DigitalGenius Teams Up with Salesforce Platinum Consulting Partner Gen25 to Scale AI Customer Service

DigitalGenius Blog

They expect brands to quickly and personally engage in their channel of choice, eliminating the problem quickly. Customers today want convenient experiences. Brands that meet these expectations are rewarded with customer loyalty. Those that do not struggle to retain customers. featured

OTG Consulting Partners with Talkdesk to Provide Cloud-Based Contact Center Software

Talkdesk

Through its partnership with Talkdesk, OTG Consulting is able to leverage Talkdesk’s partner program benefits, including its expansive product set, competitive residuals and lucrative spiffs, dedicated account teams, ongoing training and priority support. About OTG Consulting.

Effectiveness Indicators: First Call Resolution, Calls/Resolved

Taylor Reach Group

For example, if we need to transfer a customer call to a different group (or escalate to higher level of support), is this still considered a first call (the customer has only made one call, however but may have to explain his or her issue to more than one person)? By Turaj Seyrafiaan.

Five traits enable RCDA Consultants to drive desired contact center results

Robert Davis

By Rich Hand , RCDA Consultant. The first question is always, “How many times have you demonstrated and coached the agent on the behaviors needed to be a better sales person?”

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report

DMG

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. The market desperately needs new self-service technology that is more accurate, personalized and responsive to customers’ needs,” said Donna Fluss, President of DMG Consulting.

DMG Consulting Releases 2017 Contact Center Workforce Management Product and Market Report

DMG

DMG Consulting Releases 2017 Contact Center Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. After more than 20 years of little innovation, the WFM vendors are waking up, and there are significant changes in this sector,” said Donna Fluss, president of DMG Consulting.

Understand The Current State of Your Customer Experience - Without Hiring a Consultant

CX Journey

Image courtesy of cheryl1906 For today’s post, it was my pleasure to collaborate with Ben Motteram to compile some ideas you may not have considered with regards to ways you can measure how well you're delivering your customer experience - without hiring a consultant to do the work with or for you.

Teleopti sigue siendo el líder en satisfacción del cliente en el informe de WFM de DMG Consulting 2017

teleopti

Teleopti, un proveedor global de soluciones de gestión de personal (WFM, por sus siglas en inglés), ha conseguido las mejores calificaciones en satisfacción del cliente en el 2017 WFM Product and Market Report (Informe de gestión de personal, producto y mercado de 2017) de DMG Consulting LLC.

Press Release: Financial Management Firm Contracts Taylor Reach for New Contact Center Site Selection

Taylor Reach Group

Leading contact center and customer experience consultancy, The Taylor Reach Group, Inc., The client, serving millions of customers internationally with services ranging from personal and business insurance to asset management is seeking to expand its customer interaction capabilities.

Brands are Failing at Personalized Customer Experience Finds hybris Study

CSM Magazine

Study Reveals Brands are failing at personalization, causing customer experience to suffer and demonstrating need for contextualized experiences. Seventy-four percent of consumers are “somewhat” or “very comfortable” with companies using data about them to provide personalized experiences.

Guest Blog: How Will Artificial Intelligence Impact CX and Customer Service?

ShepHyken

Self-learning machines can improve your website visitors’ personalized experience in a multitude of ways. AI-driven chatbots are being deployed more and more within customer support functions, but web personalization extends beyond just automated bots.

How Human Centered Design Improves the Digital Contact Center Government Experience

Taylor Reach Group

Jane doesn’t know what to do or trust, so she tries a call center looking for a person to talk to instead. To find out more about how Taylor Reach can help your company with human-centered design in government contact centers, CLICK HERE to schedule a free consultation.

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

ShepHyken

To do that, DTC companies can differentiate themselves by having a full view of every customer—from purchases and service to sentiment and engagement—so the entire experience can be personal and personalized.”.

Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training

Beyond Philosophy

In most instances, the customers see no brand ‘personality’ or brand-to-brand differentiation, and their experience of the brand is one-dimensional, easily capable of replacement. Finally, it requires that the brand’s image, its personality if you will, is sustained and reinforced.

Why Gut Decisions Are Sometimes Wrong

Beyond Philosophy

Kahneman explains that System One is at work when you look at a photo, interpreting the image, supplying you with your related personal experiences. There is a certain romantic notion that we sometimes just know things in our gut. We equate this to wisdom or expertise.

6 Steps to a Great Apology

Beyond Philosophy

Apologize in person. By being honest about how you feel about the mistake, you create a personal relationship that contributes to the Customer’s feelings of being important and “cared for.” Most people can forgive a person for making a mistake. Everyone makes mistakes.

Great Key Account Management Resources, Coaches and Training Programs to Consider If You Want to Up Your Game

Kapta

Jermaine is a seasoned expert with experience as a professional sales consultant and is well-versed in any and all things Key Account Management. Jenny Plant is experienced in account management and has worked with account managers to sharpen their skills through personal development. They provide consultation services and companies in any industry can leverage their knowledge and guidance to take their account management programs to the next level. Glide Consulting.

Do You Harness the Power of Habit in Your Marketing Yet?

Beyond Philosophy

“ Duhigg goes on to say that understanding consumers’ shopping habits and personal habits for marketing is a priority despite the fact that most of us are hardly aware of those patterns ourselves. “ Most of the time, what we do, is what we do most of the time”.

Best Practices and Guidelines – 10 Steps for a Successful RFP Process with Contact Center Technologies

Taylor Reach Group

Have more than one person evaluate the RFP’s. It is the dichotomy of scores that can add value to process, as the team will discuss why they awarded X or Y to a particular response which may present a different perspective than another person saw.

My First 90 Days: The Secrets You Must Know About Your New Job

Beyond Philosophy

Expectations are important to meet (and ideally exceed), particularly when this is the person who decides if whether you stay or go at an organization. I would argue you should never be this person whether it’s your first 90 days or not! I had to fire a person whose default was “Yes!”

Committing To A Coaching Culture In The Contact Center Wins Significant Rewards

Robert Davis

When I spoke to the sales person, it was a 25-minute process. The sales person let out a huge sigh, told me all the data would be lost, and said I would have to go back through the maddening process again. By Brad Baumunk , President and COO, Robert C. Davis and Associates.

How Zero IVR is enhancing the customer experience through technology

Connecting the Dots

Customers are willing to hold for less time, and they want to reach a person, not interface with a computer. The post How Zero IVR is enhancing the customer experience through technology appeared first on Customer Care Measurement & Consulting (CCMC). Consultancy NewsCCMC ~.

Robert C. Davis and Associates partners with TouchPoint One to drive high ROI in contact center performance improvement efforts

Robert Davis

Contact center consulting, training and coaching change agent and leading cloud employee engagement and performance management platform vendor unite to help organizations boost workforce effectiveness and business results. Press Release.

How to Make or Break Your Customer Experience

Beyond Philosophy

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.

How To Create A Customer Experience That Lingers In A Customer’s Memory

Micah Solomon

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. So, let’s look at what the scientific disciplines of social psychology and behavioral economics have to say on the subject, as viewed through my lens as a customer experience designer and customer service consultant. [Originally published in Forbes.com.