Fri.May 17, 2019

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Guest Blog: Thank Your Customer With Actions Not Words

ShepHyken

This week we feature an article by Ashwini Dave who writes about how important it is to show your customer’s appreciation in order to retain their loyalty. Organizations are irrelevant without customers. They are the major reason why you are in business. Data from NewVoice Research revealed that 53% of customers switched brands because they felt unappreciated.

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3 Reasons Why Gamification Doesn’t Work in B2B Customer Support

TeamSupport

“Whoever closes the most tickets by 5PM gets a $50 gift card!”. “5 extra gold stars if you’re able to close 20 tickets today!”. “Every ticket you close is another entry into our iPad drawing on Friday!”. If you’ve ever worked in or been a part of the customer support industry, you’ve likely seen or directly experienced “contents” or “games” like the scenarios listed above.

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Time to Outsource Your Customer Service to a Call Center? Here’s 4 Questions Your Team Should Ask.

Advantage Communications

Small and large businesses alike are both susceptible to pain points in their daily operations, and customer service is high on that list. Successful customer service requires in-depth knowledge, expertise, the implementation of innovative technologies and, in the modern era, a world-class customer experience (CX).

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Creating a Frictionless Experience

Beyond Philosophy

Creating a Frictionless Experience. As a global customer experience consultant for nearly two decades, I have never heard a customer say, “Gee! I wish that buying process was just a little more complicated!” Why? All customers want their experiences to be easy. When things aren’t easy in a given moment, we describe that as friction.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Survey Emails: How to Grab Your Customer’s Attention

GetFeedback

Survey emails are one of the best ways to get customer information straight from the source. But times are changing, and getting your customer’s attention over email is difficult. 20 years ago, when the world was just discovering the email , there wasn’t a whole lot more to do than simply sending your email. These days, we get bombarded with so many messages it’s hard to keep up with everything or know what’s worth looking at in the first place.

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Team Member Skills Highlight: Colt

Call Experts

Call Experts is the premier call center, answering service, and contact center in South Carolina, North Carolina, and New Jersey. Our trained experts specialize in customer service, order entry, HR call, sales, information technology, software development, and more. We realized that often times in any workplace, the people we see every day have interesting hobbies and skills that you never know about.

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Q&A: The Case for Billable Customer Success

ChurnZero

The most commonly quoted challenge facing Customer Success leaders worldwide over the past ten years or more has been confusion over the role and definition of Customer Success. The question “ What do Customer Success people do? ” has been expressed by senior management and members of other groups within SaaS organizations. While responses have been given as to the many vital activities that fall under the heading of Customer Success in well-organized groups, the questions persist.

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GOT fans, do not fret – Dragon power is just getting started

Nuance

As fans anxiously await and secretly lament the end of “Game of Thrones”, for those of us who are relatively new to this phenomenon, the numbers are extremely impressive. According to Statista, “Game of Thrones” is the second winningest program in history with 38 Emmys, second only to Saturday Night Live with 54. Not too […] The post GOT fans, do not fret – Dragon power is just getting started appeared first on What’s next.

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Test comment

Global Response

The Ecommerce Operations Summit 2019, set to take place at the Greater Columbus Convention Center in Ohio from April 9-11, offers “insight and ideas to help your entire direct-to-consumer operations achieve efficiencies more. The post Test comment appeared first on Global Response.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

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Survey Emails: How to Grab Your Customer’s Attention

GetFeedback

Survey emails are one of the best ways to get customer information straight from the source.

Surveys 60
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Look and Feel Well With These Essential Work Accessories

CSM Magazine

We spend a large portion of our day working in the office or running around town for meetings and conferences. Naturally, the way we dress, look and what we carry are essential factors in making our work day flow smoothly. Your co-workers, clients, employers pay attention to details, so making a good impression is necessary to be taken seriously. Dressing for success and using the latest business tools is also important to increase your performance and productivity levels.

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Meet Our Professional Human Translators Series: Interview 2, Fatma

Language I/O

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52 Popular Customer Satisfaction Survey Questions by Customer Journey

delighted

A landmark study found that 86% of 362 companies surveyed thought they provided a “superior experience,” but only 8% of their customers agreed. That huge disparity highlights how sorely companies can miss the mark when it comes to understanding their customers’ needs and expectations. A key way to close that gap and develop solid, lasting relationships with your customers is to ask them for feedback with customer satisfaction surveys.

Surveys 60
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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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How to Build and Manage a Successful Sales Team

CrazyCall

It can be argued that a great sales team is one of the most crucial aspects of running a business, and with having a hard-working sales team comes the big job of sales team management. The members that are chosen when building a sales team are imperative as a business can only be as great as its sales team works for them to be. By choosing to invest the time and money up front to acquire the best candidates for your new team and then continuing to give them all of the necessary tools they need t

Sales 48
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52 Popular Customer Satisfaction Survey Questions by Customer Journey

delighted

A landmark study found that 86% of 362 companies surveyed thought they provided a “superior experience,” but only 8% of their customers agreed. That huge disparity highlights how sorely companies can miss the mark when it comes to understanding their customers’ needs and expectations. A key way to close that gap and develop solid, lasting relationships with your customers is to ask them for feedback with customer satisfaction surveys.

Surveys 50
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5 Ways To Cut Your Operating Costs With Back Office Outsourcing

Vcaretec

There are plenty of reasons why your business will look to traditional customer service outsourcing , but did you know that when you outsource for your back office you stand to reap tons of rewards that your competitors aren’t tapping into? Back office outsourcing tends to focus on more specialized skill sets and offers your business a great chance for growth and development, all while knowing that there’s a whole infrastructure of people able to support that growth!

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A Great CX Journey Is a Marathon, Not a Sprint

NICE inContact

Customer Experience (CX) is the new mantra for growing topline. Every company wants to build personalized and differentiated experiences that win new customers and build a loyal customer base. While there is a compelling business case to invest in CX, companies still struggle to start and succeed. A lot of it is because CX is not a one-and-done metric that you can hit and forget.

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Customer Experience Management: Optimizing Your Strategy for Financial Success

Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts

In the world of business, connecting the dots from experience to financial impact is an essential skill. Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.

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SmartAction chosen as a 2019 Red Herring Top 100 North America Winner

SmartAction

May 17, 2019, Pasadena, U.S. – SmartAction today announced that it had been chosen as a winner of Red Herring Top 100 North America 2019, which recognizes the continent’s most exciting and innovative private technology companies. SmartAction provides AI-powered virtual agents for call centers to automate conversations traditionally handled by live agents over voice, chat, and text.

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Winning in the Experience Economy — Working Up the CX Maturity Curve

NICE inContact

Customer Experience (CX) is the new mantra for growing topline. In part 1 of the blog we looked at the economic value of CX and how contact centers can play a pivotal role in the transformation journey. In part 2 of the blog, we looked at some of the basics when it comes driving organization-wide CX transformation. Now, we will look at some of the parameters that are critical in assessing your CX compared to peers.

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5 Ways Businesses are Using SMS Today

Momentum Telecom

And Changing the Lives of their Employees. When SMS was developed, in many ways it changed the world and the way that people communicate. And today, even though it’s many people’s preferred method of communication, there are those who doubt its ability to have an impact on the business world. However, there are many successful enterprises that would disagree.

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Network Insights: Volatility (Part 3 of 3)

Whitepages Pro

In part 3 of this blog series, we’re sharing more details about the volatility attribute within the network insights panel of Pro Insight. If you missed part 1 and part 2 , read those first. As one of the three signals, volatility helps provide a complete picture of the activity our network has seen related to that particular transaction. Volatility attribute – the number of times an attribute of an identity has changed in recent transactions.

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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Network Insights: Volatility (Part 3 of 3)

Whitepages Pro

In part 3 of this blog series, we’re sharing more details about the volatility attribute within the network insights panel of Pro Insight. If you missed part 1 and part 2 , read those first. As one of the three signals, volatility helps provide a complete picture of the activity our network has seen related to that particular transaction. Volatility attribute – the number of times an attribute of an identity has changed in recent transactions.