ShepHyken

FEBRUARY 14, 2018

What if your customers said they would be willing to pay you twice what you normally charge? All they want in return is an amazing customer service experience. Really? That’s it? That’s all they want? We already give great customer service. This will be a piece of cake! (Or, will it?). If someone is willing to spend more, they will surely expect to get more value, and that value should be in the form of a better customer experience.

Customer Service 230

Customer Service Sales Personalization Customer Experience 230

Call Center Weekly

FEBRUARY 14, 2018

Along with traditional satisfaction measurements, what else should organizations focus on, to ensure an accurate assessment of customer experience? I typically focus on a three-pronged approach to assessing the customer experience. Listen. Don't just ask customers about the experience, listen, as well. There are a lot of different channels (both quantitative and qualitative) for customers to tell you about their needs and desired outcomes and how well you’re performing against their expectations

First call resolution 149

First call resolution Metrics Consulting Consulting 149

Joe Rawlinson

FEBRUARY 14, 2018

The power of social media among today’s consumers is no secret. With over 2.8 billion global social media users , which equal roughly 37 percent market penetration, the opportunity for businesses to engage and connect with existing and new customers is vast and constantly growing. So what can you do to really use this tool and build your customer engagement?

Marketing 87

Marketing Personalization Customer Service 87

Customer Experience Matters

FEBRUARY 14, 2018

The vendor market for Voice of the Customer (VoC) products and services has been heating up, with numerous acquisitions and mergers. All of this is happening as companies are trying to figure out how to run successful VoC programs. It appears that we on the verge of the next stage in evolution for VoC. So I decided to step back and look at the overall market.

Feedback 80

Feedback Marketing Customer Experience 80

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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.

Kayako

FEBRUARY 14, 2018

When was the last time you shopped for something that’s an everyday staple? Chances are, you found way more options than you needed and ended up choosing one at random. In today’s maturing marketplace, you aren’t the only one. In 2018, the vast majority of products on the market are pretty similar. They’re good quality and generally last a good while.

Customer retention 72

Customer retention Marketing Surveys Best practices 72

Mindtouch

FEBRUARY 14, 2018

Never underestimate the value of your customer service experience. This was a key takeaway at The Customer Focus Effect, where MindTouch had the opportunity to sit down with leaders from Customer Support and Customer Success. Topics ranged from customer loyalty and scalable direct engagement to new approaches to lowering customer effort. Two guests in particular touched on the importance of learning who your customer is.

Self service 54

Self service Customer centricity Customer effort Customer Support 54

Solvvy

FEBRUARY 14, 2018

The post Customer Retention Field Guide: 18 Tactics That Keep Customers & Keep Them Happy appeared first on Solvvy.

Customer retention 67

Customer retention 67

Eptica

FEBRUARY 14, 2018

Date: Wednesday, February 14, 2018 6 trends that drive today’s consumers. Published on: February 14, 2018. Author: Olivier Njamfa Today, businesses know that they need to focus on constantly improving the experience they provide if they want to win and retain loyal customers. However, as well as looking at how they can deliver a better service across the customer journey and at specific touchpoints , it is important to look up and take a wider view.

Sales 49

Sales Marketing Technology Customer Experience 49

Connecting the Dots

FEBRUARY 14, 2018

CCMC ~. By Lisa Loftis. For the first time in several years, marketing budgets have declined. As a result, marketers are focusing even more on retaining current customers, and they have placed a high priority on their VOC initiatives. Given that the 2017 Rage Study results show a majority of customers with problems experienced rage, and that other research shows that less than one quarter of companies were able to turn VOC insights into business process modifications, businesses clearly need

Consulting 48

Consulting Consulting Customer Care Marketing 48

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.

Customer Experience

OrecX

FEBRUARY 14, 2018

by Dr John Yardley, Managing Director of JPY Ltd, London, England. These days, business call recording is still seen as a grudge purchase. An insurance. Something to fall back on when things go belly-up and you need to know who actually said what. But call recording can also be used on a daily basis to greatly improve your company’s productivity. Here are our 3 tips to achieve this: 1.

CRM 48

CRM Management 48

Connecting the Dots

FEBRUARY 14, 2018

CCMC ~. By John Goodman. Find out from customer experience leader John Goodman how to delight your customers. It will only take three minutes and the answer(s) is simpler than you think. Listen here. The post Creating Customer Delight appeared first on Customer Care Measurement & Consulting (CCMC).

Consulting 48

Consulting Consulting Customer Care Customer Experience 48

NICE inContact

FEBRUARY 14, 2018

Businesses today know that they need to create an omnichannel customer experience to meet the needs of consumers, who are looking to engage with companies anytime and through any method (i.e., channel), they choose. Many businesses have begun to deploy a strategy to meet these omnichannel customer service demands, and in doing so, believe that they are delivering an excellent service experience.

Surveys 48

Surveys Customer Experience Benchmark Analytics 48

Connecting the Dots

FEBRUARY 14, 2018

By Lisa Loftis. For the first time in several years, marketing budgets have declined. As a result, marketers are focusing even more on retaining current customers, and they have placed a high priority on their VOC initiatives. Given that the 2017 Rage Study results show a majority of customers with problems experienced rage, and that other research shows that less than one quarter of companies were able to turn VOC insights into business process modifications, businesses clearly need to do mo

Marketing 48

Marketing 48

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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Self service

Cisco - Contact Center

FEBRUARY 14, 2018

Workflow applications are ripe for disruption with the advent of artificial intelligence (AI). Here are three areas where AI will transform the world of customer care.

Customer Care 45

Customer Care Chatbots Contact Center Customer Service 45

Connecting the Dots

FEBRUARY 14, 2018

By John Goodman. Find out from customer experience leader John Goodman how to delight your customers. It will only take three minutes and they answer(s) is simpler than you think. Listen here.

Customer Experience 48

Customer Experience 48

COPC

FEBRUARY 14, 2018

Do you know about Nest? The company was formed in 2010 by a couple of former Apple engineers. Today, Nest is on the leading edge of home automation technology, specializing in wifi-connected devices like thermostats, smoke detectors and security cameras. This past summer my wife and I purchased the Nest Learning Thermostat. The big draw for us, aside from the $75 rebate from our utility company, was the fact that the Nest Learning Thermostat can automatically switch between cooling and heating.

Customer Care 43

Customer Care Interactive Voice Response Engineering Personalization 43

CX Journey

FEBRUARY 14, 2018

Image courtesy of Pixabay Do you feel like you're not making the progress in your customer experience transformation efforts that you thought/hoped you would by now? You started years (not months - it's a journey - it takes time!) ago, but you don't think your organization has evolved. What's the reason for that? I've seen several posts lately about CX being all talk and no action - that it's a lot of effort to pull off a customer experience transformation (and no doubt, it is!

Customer Experience 46

Customer Experience Technology Feedback Customer centricity 46

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!

Feedback

Webtext

FEBRUARY 14, 2018

New York, NY and Galway, Ireland, February 14, 2018 /PRNewswire/ — WEBTEXT, a leader in enterprise messaging, and Sundown.ai, a leader in enterprise Artificial Intelligence applications announced today they have entered into a partnership to leverage sophisticated self-learning artificial intelligence with smart messaging technology to transform customer experiences.

Customer Experience 40

Customer Experience Enterprise CRM Contact Center 40

Call Journey

FEBRUARY 14, 2018

Feedback is precious and is fast becoming a rare commodity. Customers are reluctant to answer surveys, yet the need for high-quality customer feedback is growing. Is it time for a change in mining techniques? Customers are less loyal and busier than ever. They consider anything more complicated than an NPS rating a nuisance, and will […]. The post Talk ain’t cheap.

Feedback 40

Feedback Analytics Surveys 40

CSM Magazine

FEBRUARY 14, 2018

I first learned about instrumental and integrative motivation when I was an English teacher, many years ago. The concept was first established by Gardner and Lambert in 1972 to explain why some students acquire a second language faster and better than others. In this article I will explain how that same concept applies to companies and performance and clearly explains evolution and sustainability.

Coaching 40

Coaching Personalization Accountability Management 40

Talkdesk

FEBRUARY 14, 2018

Editor’s Note: This piece was originally written by Brian Cantor, Digital Director and Principal Analyst at CCW, for CCW and Talkdesk’s Special Report: Agent Performance. Make no mistake; contact center performance is ultimately defined by core “outcomes” like customer satisfaction, loyalty and revenue. Intermediary metrics, however, play an immensely important role in diagnosing performance, identifying challenges and uncovering opportunities.

Contact Center 40

Contact Center Metrics Average Handle Time Self service 40

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

Contact Center

CSM Magazine

FEBRUARY 14, 2018

Larry Galler recounts a Valentine’s Day story that teaches an important lesson in customer loyalty. It was Valentine’s Day and a young man went into a flower shop to purchase a beautiful rose for his girlfriend. The florist seemed to take extra time selecting the flower. After the man left the store, wrapped rose in hand, the new employee asked the florist whether there was some difficulty selecting one rose from a container that held a few dozen similar, if not identical blooms.

Sales 40

Sales 40

Contact Center Pipeline

FEBRUARY 14, 2018

On a single night in 2017, 553,742 people were experiencing homelessness in the United States, according to the Department of Housing and Urban Development. Millions more live on the brink every day—one life event away from losing income, housing or both. For those who have experienced it, what often starts off as a temporary hiccup […].

Call Center 214

Call Center Contact Center 214