ShepHyken

NOVEMBER 8, 2017

It’s almost a given that every company has some form of a customer service department. Even the smallest companies – with just one solo entrepreneur – will act as if they have a customer service department. Why do people reach out to the customer service department? Because they need help, have a question, or want to make a complaint. So, understanding that, why would a company choose to deliver an amazing customer service experience to just some of their customers and not to every customer?

Customer Service 457

Customer Service Feedback Wait times Customer Support 457

Beyond Philosophy

NOVEMBER 8, 2017

We all have habits, good and bad. Few of us remember how they formed. Few of us know how to change them—especially those bad ones. However, understanding how habits develop and their influence on our behavior can be a powerful tool for tuning up our Customer Experience. The scientific definition of a habit is anytime your mind prepares you to respond in a certain way based on some environmental cues or stimuli.

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Government Consulting Consulting Customer Experience 346

Contact Center Pipeline

NOVEMBER 8, 2017

Many of this industry’s most successful leaders started out on the phones… and yet, many call centers still suffer from a reputation for being a dead-end job. True, most centers operate within a flat organizational structure, which means limited management positions and high competition for promotions. But let’s face it, call centers have not been […].

Call Center 210

Call Center Management Contact Center 210

Call Center Weekly

NOVEMBER 8, 2017

How do you ensure buy-in from your team? Looking to get more skin in the game from you team? It’s time to include them from the ground up! There is a magic that happens when your team takes time to learn together. We’ve been going through “The Effortless Experience” this year and it’s been a game changer for us. We all want to apply the learning and make an impact for our customers.

Journey mapping 167

Journey mapping Gamification Contact Center Management 167

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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.

Beyond Philosophy

NOVEMBER 8, 2017

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. In the movie ‘Gladiator’, corrupt Emperor Commodus puts Maximus, the gladiator/general who is his enemy, into the Coliseum with a former champion and several huge tigers. Commodus’ goal is to assure Maximus’ death in front of thousands of spectators. To Commodus’ dismay, Maximus defeats them, angering the Emperor by sparing the life of the former champion.

Consulting 150

Consulting Consulting B2B Metrics 150

Peter Lavers

NOVEMBER 8, 2017

Content personalization isn’t there just to make marketers feel good! It’s all about making the customer journey smoother, helping customers to be informed to make the best choice, which leads to better and quicker sales and service outcomes. I would suggest that content personalization is a commercial imperative in today’s world of short attention spans and rising expectations for a great user experience.

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Personalization Analytics Education Sales 133

Lumoa

NOVEMBER 8, 2017

In many companies, customer experience is measured, but the results are not actionable. The most widely used customer experience metric NPS (check what Net Promoter Score is about and how to use it for your company) actually gives all the necessary ingredients for the actionability. When customers are asked not only the score but also why they gave that score, they provide very useful information about the drivers of satisfaction or dissatisfaction.

Feedback 117

Feedback Analytics Metrics Technology 117

Fonolo

NOVEMBER 8, 2017

Velocity Credit Union is based in Austin and has served the area since 1947. It is one of the largest financial institutions in the state of Texas with over $840 million in assets, and provides personalized banking to more than 84,000 members across six local branches. Velocity takes pride in making its members feel valued, and in creating a positive customer experience, however their current service offering was not meeting these goals.

Abandon rate 70

Abandon rate Call Center Morale Abandon Call 70

CX Journey

NOVEMBER 8, 2017

Image courtesy of Pixabay Why is employee engagement at an all-time low? Why is turnover as high as it is? Why are employees constantly looking for better opportunities? When you think about those questions, combined with what I wrote in my post on Employee Engagement: A Confluence of Passion and Purpose. That engagement comes from within the employee, and yet the company has a role in it, as well.

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Employee engagement Management 73

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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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DMG Consulting

NOVEMBER 8, 2017

Thank you for your interest in DMG Consulting’s publications. Please complete the registration form below. First Name * Last Name Email Address *. Monthly DMG Newsletter. I would like to receive the monthly DMG Newsletter. Phone This field is for validation purposes and should be left unchanged. Close. Chat Is Not Replacing the Voice Channel for Customer Service. 11/3/2017.

Customer Service 59

Customer Service Consulting Consulting Contact Center 59

Genroe

NOVEMBER 8, 2017

You may have heard of it but just exactly what is the Net Promoter Score and why is everyone talking about it? This is an introduction to this widely used customer feedback metric and how you can use it to drive your business. Contents This is quite a detailed post so below are direct links to […]. The post Net Promoter Score®: What, Why and How?

Feedback 58

Feedback Metrics Surveys 58

Connecting the Dots

NOVEMBER 8, 2017

CCMC ~. By Kathryn Kyte. Yahoo Finance. The relationship between consumer and company doesn’t always run as smoothly as we’d hope. Oftentimes the lines of communication can be strained with dissatisfied customers making it known they are less than pleased with said service or product, or both. A disgruntled clientele is less than ideal for a brand or company trying to make its name (and money) in the marketplace.

Finance 48

Finance Consulting Consulting Customer Care 48

The Center for Client Retention

NOVEMBER 8, 2017

Our #DeepCXThought this week covers the importance of making a human connection with customers. Value each customer’s individuality and humanity, and your relationship will thrive!

Personalization 48

Personalization Customer Experience Customer Service 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

Connecting the Dots

NOVEMBER 8, 2017

CCMC ~. By Kathryn Kyte. Yahoo Finance. The relationship between consumer and company doesn’t always run as smoothly as we’d hope. Oftentimes the lines of communication can be strained with dissatisfied customers making it known they are less than pleased with said service or product, or both. A disgruntled clientele is less than ideal for a brand or company trying to make its name (and money) in the marketplace.

Finance 48

Finance Consulting Consulting Customer Care 48

Comm100

NOVEMBER 8, 2017

When 67% of consumers turn to social media for customer service support, and 87% of customers indicate that these interactions positively impact their buying decisions, integrating social media into your customer service support strategy becomes a no-brainer. Consider this bit of wisdom from customer service expert, Micah Solomon, from his book, “High-Tech, High-Touch Customer Service” : “Saying your business is ‘on the internet’ is like saying it’s ‘on the power grid’… doing business in a

Marketing 47

Marketing Customer Service Customer Care Customer Support 47

Talkdesk

NOVEMBER 8, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. We’ve all been on a bad customer support call before: you call, you wait, you talk to an agent, you wait, you talk to another agent … It’s very unsatisfying. While the primary function of these calls has shifted from transactional to experiential, the caller journey hasn’t been updated in 30 years.

Contact Center 42

Contact Center Analytics Surveys Chatbots 42

Comm100

NOVEMBER 8, 2017

So, it’s time for you to assemble your live chat dream team. You want your live chat customer service experience to be top notch, so it’s no wonder you want the best and the brightest for the job. But how do you know who is going to be a good match for your team? How can you tell who will treat your customers with kindness and compassion – who will work diligently to provide them with the solutions and the support that they are reaching out for?

Customer Service 42

Customer Service Average Handle Time Benchmark Personalization 42

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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.

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Avaya

NOVEMBER 8, 2017

The financial services industry ranks as one of the top markets to experience massive digital disruption in the coming years. So, how will the bank branch be impacted? We have an idea of where bank branch digital transformation is headed…. In 2016, Ernst & Young introduced its Banking Relevance Index (BRI), designed to measure the importance of traditional banks to customers’ lives.

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Banking Multichannel Customer advocacy Upselling 40

Verint

NOVEMBER 8, 2017

You only have to check today's news headlines once to see that cybersecurity has moved to the forefront of conversation. Organizations around the world are continuously suffering from serious and sophisticated cyber attacks and data breaches, leaving every type of business at risk. And financial institutions are no exception. The amount of money taken in cyber heists, both in banking and elsewhere, according to Cybersecurity Ventures 1 was estimated at $3 trillion overall for 2015—and they expec

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Banking Technology Customer Experience Customer Service 23

Brad Cleveland Blog

NOVEMBER 8, 2017

The post How to Meet Changing Customer Expectations appeared first on Brad Cleveland.

Contact Center 26

Contact Center Call Center Customer Experience Customer Service 26

Eptica

NOVEMBER 8, 2017

Date: Wednesday, November 8, 2017 How to make your organization truly customer centric. Published on: November 08, 2017. Author: Olivier Njamfa We all know that today it’s vital to put customers at the heart of your business. However, there are many companies that believe in this principle, but struggle to successfully ‘live it’ in practice, day-in, day-out.

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Customer centricity Chief Customer Officer Chatbots Best practices 96

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

Brad Cleveland Blog

NOVEMBER 8, 2017

Contact Center 23

Contact Center Call Center Customer Experience Customer Service 23

Kayako

NOVEMBER 8, 2017

Just as I was settling down for bed, I got an email notification from Passion Planner, one of my favorite brands, announcing the launch of their Kickstarter campaign of a brand new planner for 2018. I made a beeline for the website, scrolling for details on their rewards and available colors. I had questions about the planner’s design, how many I could purchase, if they’d be available undated.

Self service 62

Self service Accountability Customer effort Metrics 62

Brad Cleveland Blog

NOVEMBER 8, 2017

Contact Center 20

Contact Center Call Center Customer Experience Customer Service 20