Mon.Oct 02, 2017

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The 3 Trends Customer Experience Professionals Can’t Afford to Ignore

Beyond Philosophy

. The Three Trends You Can’t Ignore in CX Today. As a Customer Experience professional, understanding three trends today is imperative. Without accepting these tenets, you are thwarting your success before you even begin. However, if you can accept them, you are poised not only to deliver an excellent experience, but you will also position yourself to move it to the next level of greatness.

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Marketing Data Analysis Tips: 51 Marketing Data Analysis Tips and Tricks, Analysis Techniques, and More

Callminer

Marketers rely on analysis to drive decision-making, forecast outcomes, evaluate the effectiveness of marketing campaigns, identify market opportunities and potential new audiences, and much more.

Marketing 182
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Unbelievable! Reviewers Blamed for Movie Flops!

Beyond Philosophy

It was a slow summer at movie theaters and Hollywood is blaming an unlikely culprit: the online review site Rotten Tomatoes! The New York Times reports that studio executives aren’t fans of the way the website aggregates reviews from critics and audience members. If you aren’t familiar with Rotten Tomatoes, it assigns movies a percentage score based on the relative number of positive and negative reviews.

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5 Top Customer Service Articles for the Week of October 2, 2017

ShepHyken

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. How to Become a More Customer Centric Business in 5 Steps b y Mark Sallows. (FitSmallBusiness) Customer centric businesses invest the whole team focus on supporting their prospective and existing customers.

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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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10 trends changing customer expectations

Vonage

The essential principles of customer service are timeless, but consumer expectations are not. Customers have always wanted a friendly, efficient and reliable service, but with the development of new technology, their expectations have been raised. They want a more efficient service than before. They don’t just want friendly; they want to feel like the service has been personalized for them.

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Maximize Every Communication: Anticipate and Inform

Call Center Weekly

By Sheree D. Kenner One of the things that an overburdened helpdesk can do, is to make every interaction count. If you have fifty tickets in your queue, are answering seventy-five calls a day, and need to meet SLA’s, then the last thing you need is to send replies to your customer that generate more inquiries. Here is an exchange, for example, that will cause more work: Customer: “My keyboard died and I need a new one.

Education 136
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10 truths about social customer service

Vonage

Social media has changed the rules of customer service. There was a time when if a customer wanted to complain, they’d have to dial the customer service number and then wait in a queue for 10, 20 or 30 minutes. If they were a bit irritated when they picked up the phone, they were likely to be fuming by the time they got through to an agent. This was partly due to the long wait, but also due to the fact that this set-up led to customers not feeling in control or valued in any way.

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Map Customer Success To Your Global Organization With SuccessTeams

Totango

Every company, especially a large enterprise, builds an organizational structure around their customer operations. Whether by region, product, vertical, or any other business parameter they define, Customer Success Managers (CSMs) are broken into teams to give them focus, tailored processes, and specific metrics that make sense for their line of business.

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Top 5 Customer Experience Lessons of 2017

CustomerGauge

You live, you learn, you stop manhandling passengers. This year, we learned a lot about how vital customer experience has become in competitive economies. The good news is that PR disasters like United Airlines’ passenger service and Equifax’s 143 million post-hacking slip-ups can only help us improve for the future (if we’re smart) and learn […].

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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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Do ‘captive customers’ deserve customer service excellence?

Vonage

A government employee questioned whether my service teaching had any value for his department. After all, he reasoned, why bother providing customer service excellence to “captive customers” who have no choice? I’ve got many answers to this loaded question. These three pack a punch: First, captive customers may have no choice about whether or not to work with an internal department or government agency, but they have plenty of choice about the attitude they bring to the interactions.

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Customer Experience 2017 Reality Check – Evolution or Revolution?

ijgolding

This post is part of the Customer Experience Professionals Association’s Blog Carnival celebrating customer experience. It’s part of a broader celebration of Customer Experience Day 2017. Check out posts from other bloggers at the blog carnival. And learn more about CX Day at: [link]. On the 3rd October 2017, the world will once again celebrate CX Day.

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Create a customer service culture to stand out in the crowd

Vonage

When a business clearly defines its customer service culture in its mission statement, values and goals, great things can happen. The right words inspire, motivate and encourage people to achieve excellence. A great example of how a finely crafted mission statement can create a customer service culture comes out of Singapore. The colonial post office in Singapore’s financial district has been transformed into the luxurious Fullerton Hotel.

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The Power of Early Warning Systems

Amity

In September 1995, as I was driving down from Toronto to take a scuba diving trip in Florida, I experienced first-hand the impact of an early warning system. As I reached Jacksonville, authorities began instructing the inhabitants of Florida to evacuate due to the category 4 hurricane headed their way, Opal. Although you can’t prevent a hurricane from happening, early warning systems allow us to save what can be saved and seek shelter when it's most critical.

Sales 54
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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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Are Virtual Contact Centers The New Solution To Old Problems?

SharpenCX

Could virtual contact centers be the solution to happier agents, increased efficiency and reduced costs. One company gave it a shot - here’s what happened. [.]. Read More. The post Are Virtual Contact Centers The New Solution To Old Problems? appeared first on Sharpen Contact Center Software.

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Top CX tips for delivering a ‘Branded Customer Experience’

Vonage

Over the last 10 years we have had the pleasure of working with many global organisations, across many sectors; retail, financial services, telecoms, technology, hospitality, professional services on the design and implementation of their Branded Customer Experience * (BCE) programmes. Here are the top CX tips we have learned along the way: 1. Engage the senior leadership early: Top down leadership is important in articulating a clear customer vision and aligning the whole organisation around it

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The Power of Early Warning Systems

Amity

In September 1995, as I was driving down from Toronto to take a scuba diving trip in Florida, I experienced first-hand the impact of an early warning system. As I reached Jacksonville, authorities began instructing the inhabitants of Florida to evacuate due to the category 4 hurricane headed their way, Opal. Although you can’t prevent a hurricane from happening, early warning systems allow us to save what can be saved and seek shelter when it's most critical.

Sales 52
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North Memorial Health: The True Advantage of UC Technology within the Healthcare Space

Revation Systems

From the perspective of a vendor in the telehealth space, the ideal client is an organization open to embracing technology as a means for meeting its goals and objectives while addressing the desires of its patients. For us, one such client is North Memorial Health. Since deployment, North Memorial Health has experienced an increase in revenue largely due to its ability to address patient desire for more mobilized communication.

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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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6 Steps to Building Customer Rapport on the Voice Channel

VocalCom

Our modern digital era has made it easier than ever to connect with customers, offering them a mix of both human and automated assistance. However, the traditional voice channel is far from extinct—a recent Google study found that 61% of mobile users call businesses during the purchasing phase, with 59% seeking a quick answer and 57% wishing to speak to a real person.

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Ideas for Improving Retail

The Center for Client Retention

I recently attended a retailing conference in New York City. On the ride up in the elevator to the 36 th floor, I overheard two retail executives speaking quietly to each other. They were asking each other if retailers were out of ideas, money, or leadership. The execs may have a point about money and leadership, but there are certainly plenty of ideas.

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Keep your customer experience safe from silos

Vonage

Let’s talk about silos for a second. The concept of silos is so pervasive in business that I don’t even need to define what they are for you — there’s nearly a 100 percent chance you already know. And, to be honest, they’ve been around for years. Machiavelli was actually writing about them in 1513. There’s an argument among some future of work thought leaders that silos don’t even need to exist anymore.

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Report: Net Promoter Score Benchmark Study, 2017

Customer Experience Matters

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2017. This is the fifth year of this study that includes Net Promoter® Scores (NPS®) on 299 companies across 20 industries based on a study of 10,000 U.S. consumers. Here’s the executive summary: Many large companies use Net Promoter® Score (NPS) to evaluate their customers’ loyalty.

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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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Grading customer service excellence

Vonage

One workshop participant asked this question about grading customer service excellence: “I’m designing a performance measurement system for our in-house technology team and have run into a disagreement with my boss. “He would grade a support technician as ‘A’ if the Service Level Agreement (SLA) norms have been met, and ‘A+’ for any additional enthusiasm shown.

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Avaya at GITEX 2017: See What You Can Make with the Latest Technology

Avaya

One thing you can be sure of about Avaya at GITEX 2017 Technology Week: We will stand out from the crowd. We’ve been attending this Dubai-based mega-event since 2005 and every year we design our show presence from scratch, to provide fresh and unique info to our customers and partners who invest time in visiting us. Avaya will be at Stand Z-C20 in Za’abeel Hall, Dubai World Trade Center, October 8-12.

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Differences between Key Account Management and Customer Success

Kapta Customer Success

The terms Key Account Management and Customer Success are often used interchangeably within organizations. However, while the two strategies share a few common goals, they are completely different in their implementation. Key Account Management Versus Customer Success. The goals of both Key Account Management and customer success are to retain and build relationships with customers.

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Announcing Extended Trials and Discounts for TalkIQ and Ytica

Talkdesk

When Talkdesk launched AppConnect earlier this year, the goal was simple: give customers a an easy opportunity to try new solutions in their contact center. If that trial adds value for our customers (and their customers), those solutions can then be added in full to their contact center operations. Currently, Talkdesk is running a special promotion to give our customers even better access to two of our AppConnect partners, offering even longer trial periods and a discounted price for those solu

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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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Verint Speakers: Customer Service First and Moving Analysis to Action

Verint

CRMXchange Roundtable Webinar. October 12; Webinar. Verint’s Kelly Koelliker, director, global solutions marketing, will present “Innovations and Trends in Customer Service” at 2 p.m. ET. This session will explore the expectations of today’s consumers—from customers being able to connect with businesses whenever and however they choose, to businesses being able to interact and maintain context throughout every phase of the customer interaction.

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How to hire the right social customer care agents

Vonage

No social customer care program can be successful without the right people interacting with your customers and prospects. The hiring of the front-line social care staff should be thoughtful, strategic and intentional, as it will set up the rest of the program to be able to scale in the future. What complicates the hiring process is that the social care agents will likely report up through an Operations or Customer Service division, whereas you, as a social media leader, may be part of the Market

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Customer Experience Professionals’ Essential Toolkit

ClearAction

Customer Experience Professionals’ Essential Toolkit optimizecx. Customer experience tools are just as important to success as a carpenter’s tools are. Despite the allure of technologies , carpenters still need their toolkit: drill, hammer, saw, wrench, level, and so forth. Likewise, customer experience professionals need to master basic customer experience tools to get the job done.