Tue.Jan 21, 2020

Customer Patience Is Finite (Why I Dumped My Favorite Restaurant)

Customers That Stick

Last year, on January 3rd, I went to my favorite lunchtime restaurant. I remember the date, because it was my first restaurant meal of the new year; it was also the last time I ate at that restaurant.

Innovation: What’s the Right Amount for Your Contact Center?

Contact Center Pipeline

Innovation is a requirement in most organizations. Without innovation, businesses will likely struggle to stay relevant and even survive. Most of us have a mandate (implied or explicit) to be innovative.

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Improve customer service without breaking the bank

TELUS International

CX Best Practices

Visually Enhancing Agent Experience Creates Better CX


With days jam-packed with frustrated customers, confined to a cubicle and often on a low pay scale, it is inevitable that poor agent experience leads to reduced motivation and even burnout.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Amazing Business Radio: Jim Gilmore


Excellent Service in an Experience Economy. How to Create an Experience That Wins Customers. Shep Hyken interviews Jim Gilmore. They discuss the new edition of The Experience Economy: Competing for Customer Time, Attention, and Money , which Jim co-authored with Joseph Pine.

More Trending

How to Use Artificial Intelligence in Your CX Program


Artificial intelligence (AI) is improving all the time and slowly making its way into our offices, activities, and homes.

Tethr in a nutshell


Those of us who are working in customer experience are on a journey to understand what’s creating the gap between our customers’ expectations of their experience with our brands and their actual experience. Working to close this gap is precisely why Tethr exists.

4 Things to Consider When Mapping Your Digital Customer Journey


Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey.

B2B 72

Snow Days Don’t Always Mean a Drop in Productivity


The weather is like the government, always in the wrong. Jerome K. Jerome. Today they are predicting a wintery mix of snow and ice between the hours of 2:00pm and 5:00pm. The temperature will rise to upper 30s by 6:00pm. Typical St. Louis weather. So, what’s a company to do?

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

Understanding the Customer Success Team Structure


The success of an enterprise depends more than ever on the Customer Success (CS) team. A CS team’s primary purpose is to build, maintain, and optimize lasting customer relationships by helping them fulfill and even exceed their own business goals.

Lesson from The Overlook: Invest in Your Product

Toister Performance Solutions

Note: Lessons from The Overlook is a periodic update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It's a hands-on opportunity to apply some of the techniques I advise my clients to use. You can find past updates here.

Powering the modern listening enterprise with Qualtrics and Tethr


You already know that voice is a goldmine of insights. But how can you extract these insights so you can enhance customer experience, identify customer churn risk, improve CSAT and optimize sales effectiveness?

Blue Ocean Named as Finalist in 2020 Stevie® Awards for Customer Service Success


Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Customer Service Success – Technology Industries” category in the 14 th annual Stevie® Awards for Sales & Customer Service.

The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

How did you perform during your recent customer experience ‘stress test’?

NICE inContact

Most, if not all businesses are wrapping up an informal ‘stress test’ on their customer service operations that could have a big impact on their business for the coming year and beyond.

The contact center monthly performance review by Robert C. Davis and Associates: Preparing for optimum results

Robert Davis

By Bob Davis , Founder and CEO, Robert C. Davis and Associates. The key to success for any meeting is preparation. Delivering contact center monthly performance reviews (MPRs) should take 30 minutes. Beforehand, leaders should expect to take 30 minutes to prepare.

Enabling CX leaders to listen to their customers


What if we told you that you could gather all you need to know about your customers’ experiences without relying on any post-call surveys? . No, really.

There’s No Such Thing as a Perfect Journey Map


Rather than treating your customer journey map like a static resource or a museum piece, treat it as an active, living example of what your team is doing. It feels like, in the past year, customer journey mapping has become the hottest thing since sliced bread. It’s everywhere.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

New Research Digs Into Industries And Consumer Feedback Patterns

Customer Experience Matters

The XM Institute is kicking off the year with a research bang. In a previous post, I mentioned two reports from late last year that show the business value of CX, The ROI of CX and What Consumers Do After a Bad Experience.

PCI DSS compliance – can you see the hidden threats


Titanic differences in de-scoping vendors. It’s relatively easy to spot an iceberg floating in the ocean. But it’s impossible to know just how massive it is without diving deep into the water. Similar hidden dangers exist in the PCI DSS compliance market.

Take a 20 Percent Discount in 2020!


We’re starting off the new year with a big 20 percent discount on our new VirtualPBX Per Minute Plans. Now through 11:59pm Pacific on Friday, February 28 , you can take 20 percent off your purchase of a new plan. Businesses of all sizes can take advantage of this sale.

Sales 56

Understanding + Optimizing Your Customer Experience


More than ever, business leaders are focusing on how to optimize the customer experience they’re delivering. Gartner studies indicate that 89% of companies plan to compete primarily on customer experience.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Project Voice - First Take

Jon Arnold

Last week, I attended the Project Voice event down in Chattanooga, Tennessee, and both were first-time experiences for me. Bradley Metrock is the driving force behind all this, and we recently became fast friends, not just because of my focus on voice, but also both being life-long piano players.

How to Create an Omnichannel Customer Service Experience


Did you go see the new Star Wars movie over the holidays? If so, you may have looked up reviews on your computer, watched a preview on your iPad, purchased tickets on your mobile phone, and used SMS delivery to show them to the usher. . If so, this isn’t a unique customer experience. Today’s consumers are screen-shifters by nature, and it’s changed the customer journey to an omnichannel experience that incorporates many different devices and platforms. .

5 Influencer Marketing Tips All Brands Should Follow


Promoting your brand is becoming more difficult with each passing day. As more people become aware of the promotional content they see, they have started to see through it. This means using traditional advertising methods is futile.

The More You Know: The Three Types of Workforce Management Solutions


The three types of workforce management solutions (WFM) include Hosted or Cloud Based, Premise-Based and Mobile. At Pipkins, we offer all three types so we can better fit your organization’s specific needs. Hosted (or Cloud-Based) Solutions.

SaaS 52

Proven Strategies to Increase Case Deflection & ROI

Speaker: Matt Laurenceau, Head of BMC Communities

Many organizations and community managers aim to provide, among other things, effective customer self service support through their online community. While this is all well and good, without taking a strategic and data-driven approach to these types of programs, success may be limited. This webinar will teach you about the strategies and programs that drive success across your community.

Multichannel vs. Omnichannel: 5 Questions to Assess Your Contact Center


One of the most asked questions contact center leaders today face, is simply, “What is Omnichannel?” In this blog, we’ll shed light on what it means to be an omnichannel contact center and how to assess where you are on the journey. First and foremost, So … What is Omnichannel?

Christmas Parties for Employees: What Not to Do

CSM Magazine

Well, it’s that time of year again. Even if you are not the most social person in your office, this tends to be the time where most of the company get together and hopefully, have a good time. Of course, definitions of good times vary between individuals.

Complying with the New Consumer Privacy Laws

CallSource Insights

Learn how to best comply with CCPA and other new privacy laws. On January 1st, 2020 the California Consumer Privacy Act (CCPA) went into effect.