ShepHyken
DECEMBER 13, 2017
For many years, I’ve shared the concept I call the One Thing Question. The idea is to ask a customer, “What’s one thing you can think of that would make doing business with us better?”. I love this question because it’s all about how a company can improve in virtually any area. Some customers might suggest product improvements. Some might suggest a way to improve the system.
Myra Golden Media
DECEMBER 13, 2017
How did 2017 go for you? Employees still struggling with how to control calls with unreasonable customers? Your customer experience still not where you know it needs to be? Still trying to get your people to convey empathy? I know. The struggle is real. The real question is: how will you gear up to make 2018 better? Let me give your people the tactics, skills, and inspiration they need so they can deliver experiences that make you feel proud.
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CX Global Media
DECEMBER 13, 2017
There are 3 different generations of chatbot technology found in contact centers, websites, or in an APP experience. Learning about the different chatbot technologies will help you to avoid making uninformed decision that lead to bad chatbot performance and poor customer experiences. You can always find yourself on the right path if you are ready to answer these 3 questions for your executives.
Call Center Weekly
DECEMBER 13, 2017
What should leadership do to attract and retain millennials? That's a great question! First, let me say I believe some employers have a misconception about millennials, their work ethic, and their habits. Depending on what survey you read, you may be led to believe GenY is the job-hopping generation and they don't like following the rules and regulations.
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Avaya
DECEMBER 13, 2017
At this point, you know customer experience is the competitive battleground in today’s smart, digital world. When done right, customer engagement can increase revenue and overall lifetime value by approximately 20%. There’s just one problem: executing! You know, actually enabling an exceptional customer experience. There’s no doubt companies are making customer experience strides.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Return Customer
DECEMBER 13, 2017
We live in an age of constant communication, perpetual availability, and an expectation of white-glove service. For small businesses, the level of customer service they are able to provide can make or break their success. So, how does a fledgling company offer the same level of attentive, personable, friendly client care as a multinational behemoth with massive call centers at their fingertips?
Customer Experience Matters
DECEMBER 13, 2017
As many readers of this blog know, Purposeful Leadership is one of Temkin Group’s Four CX Core Competencies. How do leaders demonstrate this characteristic? By mastering what we call the 5 P’s of Purposeful Leaders: Persuasive, Passionate, Propelling, Positive, and Persistent. In a recent post, we showed how Purposeful Leadershipaffects the behaviors of employees.
ClearAction
DECEMBER 13, 2017
Customer Centric Mission & Values Lynn Hunsaker. Customer-centricity is about priorities. The key is to clearly state your priorities to executives, employees and affiliates. Then reinforce these priorities in daily decision-making criteria and rituals such as annual operating plans, operations reviews, staff meeting agendas, recognition and incentives, performance reviews, etc.
Aspect
DECEMBER 13, 2017
The average American today lives to a ripe old age of 78. Seems like plenty of time to check everything off your bucket list, right? Not quite, according to new findings from Market Watch and mobile advertising analytics firm Marchex. That’s because the joint study conducted by both these organizations found that much of that time isn’t spent as well as we’d like.
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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
ClearAction
DECEMBER 13, 2017
Customer Centric SWOT: Align Strategies to Customer Priorities Lynn Hunsaker. Start with your customer in mind whenever you use a management technique. Strategies that start with the customer set the stage for daily behaviors that are customer-centric. The customer is left out of most templates you find in consultants’ toolboxes or business classes.
The Center for Client Retention
DECEMBER 13, 2017
Although self-serve and technology may make customer interactions easier, these tools do not create loyalty. Hiring employees who care to help customers and foster a relationship will build out a base of loyal customers who come to you for help time after time. #DeepCXThoughts.
ClearAction
DECEMBER 13, 2017
Customer Centric Sales & Service Policies Lynn Hunsaker. Survival of the kindest may be a novel concept, but there’s new scientific evidence that humans are genetically wired to be kind. The more generous we are, the more respect and influence we wield. For example, think of Zappos and LL Bean: for their customer-centric sales and service policies, they’ve earned widespread admiration among customers, as well as among executives across a variety of industries who’ve sought to learn from th
Cisco - Contact Center
DECEMBER 13, 2017
Seven things to know AI and customer care that could result in lower costs and better service for customers globally.
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.
ClearAction
DECEMBER 13, 2017
Customer Centric Processes for Stellar Customer Experience Lynn Hunsaker. All processes within a company have the potential to impact customer experience. However far removed from the customer you perceive a process to be, there is a snowball effect for employees’ (and suppliers’ and partners’) behaviors that can eventually permeate end-users. Customer-facing employees are only as effective as the rest of the company enables them to be.
CX Journey
DECEMBER 13, 2017
Image courtesy of Pixabay "Data is just data until you do something with it," right? That statement has plagued companies for a long time and for a variety of reasons - not the least of which is that they just don’t know what to do with the data: how to analyze it, how to use the outputs, what the outputs mean, etc. Today, on a webinar with Logi Analytics , I am sharing tips on moving beyond data for the sake of data (and dashboards for the sake of dashboards).
ForeSee
DECEMBER 13, 2017
Each year, ForeSee produces a study to discover which retailers standout from the pack when it comes to delivering an incredible customer experience across web, mobile and in-store. The results. The post Amazon, Williams-Sonoma, & Kohl’s lead ForeSee’s Top 50 Retail CX Rankings (Report) appeared first on ForeSee.
Verint
DECEMBER 13, 2017
Enhancing what you have to deliver better experiences. A question being asked within many organizations is—how can we deliver better customer experiences? What solutions should we invest in to help achieve customer experience goals and meet customer expectations? Often we look to new and shiny when there’s often the opportunity to do much more with what we currently have.
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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.
Jon Arnold
DECEMBER 13, 2017
That's the title of my latest, year-end post as a BCS Expert for BCStrategies. We just did a podcast about the year that almost was, and this is my extended take on what I think 2017 tells us about what to expect in the coming year. Our podcast should be posted in a few days, and I'll provide an update here so you don't miss it. As you may know, BCStrategies is still transitioning from UCStrategies, and both websites are still running.
Fenero
DECEMBER 13, 2017
As the year is coming to an end, consumers are calling retailers and making travel arrangements. This means, your customer service representatives will see an increase in calls from consumers around the globe. They could be calling to follow-up on a car rental or restaurant reservations, hotel accommodations, or purchases from online stores. Regardless of the reason, we need to ensure we are providing exceptional customer service during this holiday season.
Customer Guru
DECEMBER 13, 2017
The Customer Experience Buzz. Customer experience is becoming more important with every passing year. Sadly though, even today there are brands that think that it is just a buzz that will die with time. I, however, believe that customer experience is becoming a part of the boardroom discussion in companies. Looking at the Google search trend also reinforces my confidence in the fact that customer experience will only become more significant and popular in the coming years.
Kayako
DECEMBER 13, 2017
I recently introduced my kids to the world of LEGOⓇ to further nurture their creativity here at home. After scouring the shelves for a good starter kit, my daughter picked the Moana Island Adventure set. While putting the bricks together I noticed that the building instructions were missing. The box was empty and the kids have no idea what it looked like, so we were stuck with green and brown bricks that should’ve been Te Fiti’s cave.
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!
Mindtouch
DECEMBER 13, 2017
If you are a content professional or follow content industry trends, then you’ve probably heard a lot of buzzwords lately, including omnichannel content, Content 4.0, and microcontent. The reality is that most of these buzzwords are different flavors of the same unstoppable trend. Consumer preferences are shaping the role of content to become more important than ever before.
Talkdesk
DECEMBER 13, 2017
Coming in May 2018, the General Data Protection Regulation (GDPR) will implement the biggest change to European privacy rules in 20 years, with the aim of protecting European Union citizens’ privacy. Requirements include strong individual consent, 72-hour breach reporting and high fines to encourage compliance. Naturally, the law holds all EU-based companies accountable for compliance, as well as anyone who markets to, processes or stores data of EU customers, including US companies.
Contact Center Pipeline
DECEMBER 13, 2017
What does it take to deliver standout customer service? It’s a question on the minds of many business leaders since customer experience trumps price as the number one competitive differentiator in today’s economy. While no secret formula makes for an outstanding experience, ICMI has uncovered four characteristics that the ICMI Global Contact Center Awards winners […].
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