Beyond Philosophy

JULY 12, 2017

If you haven’t read Jeff Bezos’ latest letter to his shareholders, put it on your to-do list pronto. There are many takeaways from his letter, but one that stands out to me most is this: “ Obsess over customers, not competitors.”. Most companies are obsessed with their competitors. Their mission statements might suggest that they are dedicated to their customers, but in reality, all they do is constantly check up on what their rivals in business are up to and try to emulate them.

Advertising 302

Advertising Marketing Sales Consulting 302

ShepHyken

JULY 12, 2017

My brother, Rusty Hyken, was on a trip to Utah with his wife and two dogs. It’s a leisurely three-day drive for them. He made their hotel reservations, and for each hotel they planned to stop at on the way to Utah he asked, “Is your hotel dog-friendly?” All of them said, “Yes.” But to his surprise, while checking into one of the hotels he was told there would be a $120 charge for the dogs to stay in his room.

Customer Service 245

Customer Service Management Customer Experience 245

Contact Center Pipeline

JULY 12, 2017

David Merrill, renowned educator and coauthor of Reclaiming Instructional Design, defines instructional design as a “technology that incorporates known and verified learning strategies into instructional experiences which make the acquisition of knowledge and skill more efficient, effective and appealing.” We all want our employees to receive the most effective training, and to apply their new […].

Best practices 247

Best practices Education Technology Contact Center 247

HGS

JULY 12, 2017

Posted by Andrew Kokes, HGS Senior Vice President, Global Marketing In June 2017, HGS partnerships found golden success—receiving first-place recognition for Best Outsourcing Partnership and [.]. The post HGS Harvests Gold at CCW Awards Ceremony appeared first on Team HGS Blog.

outsourcing 188

outsourcing Marketing Self service Contact Center 188

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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.

Callminer

JULY 12, 2017

What happens when a customer contacts your business expecting answers and the only thing they hear is silence?

Call Center 182

Call Center 182

Aspect

JULY 12, 2017

As companies are exploring the use of customer service chatbots, one of the first candidates of content that come to mind to “botify” is the existing FAQs often represented on corresponding sections on a website. It is tempting to think that you could just take these and convert them into the form of a Conversational UI (CUI) – they are already in the form of answers to questions after all, right?

Chatbots 113

Chatbots Customer Service Interactive Voice Response CRM 113

TEN DIGIT Communications

JULY 12, 2017

By Thomas Howe – CTO. If you asked for my opinion on the most important difference between texting and voice, as a communications engineer, I would say that messages don’t ring, and phones do. That fact turns out to be more important than you might imagine. In a brilliantly simple act of engineering, old fashioned phones (the kind that you find on kitchen walls) ring when called.

Engineering 60

Engineering Call Center Surveys Accountability 60

ijgolding

JULY 12, 2017

I absolutely love it when people share things with me that I have never come across before. It is why I am so adamant about calling myself a ‘specialist’ – not an expert – as I spend my life continually learning. Every day; every week; every month; every year; I enjoy continually evolving my specialism – through practical application and through acquiring knowledge.

Accountability 65

Accountability Customer Experience Government Customer centricity 65

Eptica

JULY 12, 2017

Date: Wednesday, July 12, 2017 Are insurance companies meeting the CX quality expectations of today’s consumers? Published on: July 12, 2017. Author: Angus Prentice Everyone involved in customer experience knows that customers are becoming more demanding, and are continually expecting more from their interactions with organizations. They want quality conversations with brands if they are to remain loyal for the long term.

Best practices 49

Best practices Personalization Marketing Customer Experience 49

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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

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ClientSuccess

JULY 12, 2017

Stacey Bishop is currently a partner at Scale Venture Partners , a leading early-stage capital firm based out of San Francisco. Stacey came to the CS100 Summit stage armed with a palpable energy and bursting with insight into centering company focus on all things customer success. Stacey is a firm believer that customer success is a responsibility of every business function, and that successful customers require attention from the entire team.

SaaS 40

SaaS Metrics Benchmark Best practices 40

LiveChat

JULY 12, 2017

Acquiring new customers is never easy. It is a huge battlefield and every day there is a new enemy trying to take your piece of the cake. Thankfully, there are several tools that can help you increase customer acquisition rates by helping you understand your market as well as providing you with the ability to create entertaining and engaging content that will attract new customers.

Entertainment 45

Entertainment Analytics Advertising Engineering 45

Brad Cleveland Blog

JULY 12, 2017

Multichannel 21

Multichannel Multi-channel support Contact Center Call Center 21

REVE Systems

JULY 12, 2017

New study from Juniper Research has found that OTT (Over the Top) voice providers are expected to see an increase in their service revenues by 2020 , reaching over $10 billion, representing a fivefold increase over the next 5 years. But, there is a saying by famous Canadian journalist, author and speaker Malcolm Gladwell, “Achievement is a talent plus preparation”.

Marketing 73

Marketing APIs voip Enterprise 73

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