Tue.Jul 18, 2017

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What are Database Marketing Metrics?

Callminer

Database serves as the central, shared source of customer and prospect information which can be used for a variety of business purpose.

Metrics 182
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What a Gangsta Punch from a Kmart Customer Taught Me About Difficult Customers

Myra Golden Media

My first job was at Kmart. I was 16. It was at Kmart that I learned that customers could be difficult. Customers could get so upset they’d cuss, make threats, and demand to speak to a manger. It was at Kmart that I learned how not to handle a difficult customer. This lesson came through the courtesy of my friend, Beverly Johnson. One Thursday evening, Beverly, just 17, was put in charge because management in our area was gone for the day.

Coaching 136
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6 Extremes That Are Killing the Productivity of your Telecommuting Employees

Call Center Weekly

By Julie Fredrickson Whether you have a few employees occasionally working at home, or an entire staff working remotely, there are some extreme management techniques that can kill your employees’ productivity. Managing Out of Fear If you have a good employee who is performing well, and meeting their requirements, you are doing well. Constantly checking up, interrogating, or otherwise showing you do not trust them to do their job will decrease their productivity, morale, and performance.

Morale 120
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Amazing Business Radio: Mason Duchatschek

ShepHyken

Mason Duchatschek on the Internet Boogeyman, and What to Do When You Encounter Him. What should you do when someone posts a negative review about your company or your products or services? Shep Hyken interviews keynote speaker and author Mason Duchatschek on steps you can take to protect your online reputation. First Up: Shep Hyken’s opening comments focus on why it is important for any business, not just a retail or online business, to protect their online reputation.

B2B 139
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The 2023 Verint Experience Index: Retail

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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Growing a Customer Success Organization

Andrew Mcfarland

Although the tempting answer to the question of when to grow your customer success team is “when you have more customers” a better approach is to grow the team before you have more customers. By grow I mean improve the.

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SMS – Better Outreach on Customer Terms

Aspect

SMS has become the most effective tool for businesses to communicate with their customers because of its ease-of-use, convenience and reach. Over 6 billion texts are sent every day and 97% of Americans use text at least once a day. SMS enables customers to stay in their comfort zone as they interact with a business. It can be used to push valuable information and content to encourage customers to take action or interact, instead of leaving it up to them to initiate a conversation.

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3 Ways Retailers Can Improve Customer Experience With Their Contact Center

Calabrio

No one ever said working in retail was easy. There are long hours, narrow margins, heavy competition and the threat of loss at every turn. You spend most of the year in the red, hoping for a big holiday season, and sometimes it doesn’t happen. Succeeding in retail is tough and these days it’s much more difficult. Online retailers — of which Amazon is the most notable, but hardly the only — have completely changed the market landscape and put yet another pressure on this difficult market.

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4 Reasons Your Quality Management Stinks

Customer Centric Support

Tips for creating a customer-centric quality management program. When implemented well, a Quality Management program has the potential to revolutionize both the agent and the customer experience. The sad reality is that most QM programs do more harm than good. According to the “Best Practices in Quality Monitoring and Coaching” whitepaper by Dr. Jon Anton and Anita Rockwell agents expressed these feelings in regards to a poorly implemented QM process: I am being policed.

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Lessons From the Overlook: Some People Suck

Toister Performance Solutions

Note: Lessons from The Overlook is a monthly 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. My monthly inspections of The Overlook have revealed a sad fact: each and every month, something is broken or stolen.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

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.

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Digital Humanism in the Customer Experience

Uniphore

Today, one of the main expectations regarding the customer experience is its level of personalization. However, often personalization in customer service solutions is merely a simulation of personalization, and a poor one at that. Despite the attempt to replicate the personal experiences shoppers used to experience when interacting with “mom and pop” shops, often times large organizations are simply unable to provide the same personal experience we used to receive.

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How to Get Business Opportunity Leads from Your LiveChat

LiveChat

One of the possible outcomes of installing LiveChat on your website is getting more customers out of it. Although there are industries in which sales almost drives itself, for example in online clothing stores, there’re other ventures where people have a bigger need to communicate with you before deciding to purchase your product. It happens for example in IT companies, where the product is complex and visitors usually have a lot of questions about it.

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Opentalk 2017: There’s an App for That: Supporting On-Demand Economy

Talkdesk

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Here’s more information on one of the videos available in this library. There’s an App for That: Supporting On-Demand Economy.

Finance 41
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Why Does Your Company Need a Customer Experience Executive?

CX Journey

Image courtesy of GMC Who needs a customer experience executive? Why? What does this person do? What are the critical success factors for this role? What advice is there for future customer experience executives? Those are just some of the questions addressed in an eBook I wrote - and GMC Software released - about six weeks ago. And during a recent podcast with GMC Software.

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The Open CCaaS Advantage Report

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.

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3 Ways Retailers Can Improve Customer Experience With Their Contact Center

Calabrio

No one ever said working in retail was easy. There are long hours, narrow margins, heavy competition and the threat of loss at every turn. You spend most of the year in the red, hoping for a big holiday season, and sometimes it doesn’t happen. Succeeding in retail is tough and these days it’s much more difficult. Online retailers — of which Amazon is the most notable, but hardly the only — have completely changed the market landscape and put yet another pressure on this difficult market.

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How Do You Sustain Process Changes Once Made?

Verint

In the first blog in this series we discussed the scalability of process improvement resources. In the second blog , we discussed the structure needed to prioritize processes for re-engineering and/or automation. So, once you have re-engineered a process, how do you make it stick and help ensure the changes are sustainable ? In the first blog we shared a video, “ Insurer Improves Productivity ” that illustrated the challenge behind sustaining process changes.

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Q & A with Customer Experience Futurist Blake Morgan

Bill Quiseng

I had the great opportunity to interview Blake Morgan , customer experience futurist about her new book, More is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks Off Customer Experiences. I have been a big fan of her customer experience articles that regularly appear in Forbes. Her book is a must-read resource for those intent on delivering an exceptional experience for their customers.

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Big Decisions Loom Beyond the “Cloud vs. Premise” Debate

Contact Center Pipeline

Choices, choices, choices. They are great and yet overwhelming when considering platform replacement. Cloud-based vendors serve up their offerings as private (single tenant), public (multitenant), and hybrids that put some hardware on site. Premise-based solutions remain a viable option. Long time players and relative newcomers offer one approach or multiple.

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The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

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Find SEO (and Customer) Success through Snippets

Mindtouch

TL;DR: The content you already have could be the key to unlocking the coveted featured snippet location in Google’s search results. Google is transforming the way we get our information. The days of consumers sifting through a list of links is coming to an end as Google further rolls out their direct answers ( featured snippets ) to more and more search results.

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4 Steps to Monetized Net Promoter®

CustomerGauge

In our eBook, The Definitive Guide to Monetized Net Promoter®, and our most recent infographic, we outlined the four steps to mastering the Monetized Net Promoter methodology. It takes the Measure and Act cornerstones of NPS®, and builds on them to Monetize and Grow. We’ll cover the highlights of these steps, with useful tips on […]. The post 4 Steps to Monetized Net Promoter® appeared first on CustomerGauge.