ShepHyken

MAY 27, 2019

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Amazon Bringing One-Day Shipping To Prime Shows The Real Battle For Customers by Daniel Newman. (Forbes) With a $800-million-dollar investment in technology, fulfillment and logistics, Amazon one-day shipping is now standard for Prime members, the race for customer lo

Journey mapping 259

Journey mapping Customer Service Employee engagement Morale 259

Callminer

MAY 27, 2019

By leveraging a Voice of the Customer analytics solution, you’ll combine insights from surveys, email, phone, and chat for a comprehensive picture of your customers.

Surveys 207

Surveys Analytics 207

Steve DiGioia

MAY 27, 2019

Be prepared; that’s their motto. Be prepared with a rope when you’re hiking, or with a first aid kit and canteen when out in the woods. That’s the stuff they taught us when I was a scout many years ago. But their motto really stands for “always in a state of readiness in mind and body to do your DUTY” We customer service leaders can learn from their motto because there are at least 33 ways the Boy Scouts can improve your customer service.

Customer Service 184

Customer Service Accountability 184

RapportBoost

MAY 27, 2019

Chat scripts are a handy tool, especially for chat agents who find themselves often responding to related customer inquiries. Saving pre-formulated responses allow live chat agents to shorten response times, cut down on repetitive typing, and prevent sneaky typos that arise in tandem with chat volume. Chat scripts, or canned responses, help companies ensure quality control, implement precise language for optimal results, and increase customer happiness.

Scripts 80

Scripts Benchmark Customer Support Chatbots 80

Advertisement

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Smooch

MAY 27, 2019

At Smooch, it’s common for interns to provide feedback on a senior developer’s pull request. Is that weird? Maybe, but then again, maybe not. Let me explain. I’ve worked at large and small companies during my career and participated in a variety of code review cultures. On some teams, code review is a battleground where engineers wield seniority like a sword.

Accountability 74

Accountability Feedback Government Engineering 74

VocalCom

MAY 27, 2019

These days, omnichannel is a golden term in the customer experience industry. But how many brands are actually getting it right? Offering multiple channels for service is really just the start. Truly successful omnichannel brands understand that customers need a great experience no matter which channel they are using. According to Kampyle, 87% of customers believe companies need to put more effort into providing consistent experiences.

Contact center software 54

Contact center software CRM Chatbots Contact Center 54

Kapta Customer Success

MAY 27, 2019

There are a lot of intangible factors in key account management, your customer’s idea for success or failure being one of them. All of your customers likely choose to use your products or services for different reasons and because of this, what they expect/demand out of your product is going to be different from company to company. While one client is fine using your tools as a quick way to save time and free up some much-needed staff, another client might choose your product as their exclusive

Metrics 49

Metrics Accountability Management Sales 49

Advantage Communications

MAY 27, 2019

The current business market is a battleground for customers, and your company must ensure it has superior customer service and a world-class customer experience (CX) if it is to succeed. This means employing a team of experts that will be able to implement customer service strategies that delight your customers at every stage of the journey. This is far from easy, and that’s why many turn to the expertise of an outsourced call center.

outsourcing 45

outsourcing Call Center Customer Service Marketing 45

inSided

MAY 27, 2019

When it comes to building a successful product there are a seemingly endless amount of challenges. What features should be prioritized? How does functionality impact the user experience? What iterations will give the best results? Perhaps most importantly, who is best placed to provide these answers? The truth is, harnessing a customer-centric relationship with your users is the most effective way to get to the bottom of these questions, improve your product and ultimately deliver for the custom

Customer centricity 45

Customer centricity 45

Advertisement

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Surveys

Playvox

MAY 27, 2019

“An organization’s ability to learn, and translate that learning into action rapidly, is the ultimate competitive advantage.” - Jack Welch (General Electric former CEO).

Management 45

Management 45

Squelch

MAY 27, 2019

This article, “ The Importance of Data for Superior Customer Experience and Business Success ,” was originally published on Inside the Salesforce Ecosystem on May 23, 2019. Today, CX is critical to business success. But you don’t have to take my word for it. The numbers speak for themselves: 86 percent of customers will pay a higher price (up to 18 percent more in some cases) for a better experience. 73 percent cite CX as a key factor in buying decisions. 65 percent report being influenced more

Customer Experience 40

Customer Experience Average Handle Time First call resolution Upselling 40

CSM Magazine

MAY 27, 2019

When it comes to protecting customer data, avoiding complacency and staying agile are crucial to avoid being hit by a security breach. These days it’s not a matter of if, but when it is going to happen. And instead of being paralysed by fear, companies need to take action to prevent a worst-case scenario. Semafone’s new Data Security in Practice report combines advice from the company’s own experts with those of a number of its customers to provide some practical steps that can be taken to creat

Banking 40

Banking Morale Education Technology 40