Beyond Philosophy

FEBRUARY 27, 2017

Hotel giant Hilton recently dropped the H from its rewards program , replacing the linguistically puzzling Hilton HHonors with an easier to pronounce version, Hilton Honors. The change is more than cosmetic. The new rewards program will be the first in the industry to allow members to combine points and money for a hotel visit. Members can also combine points with friends or family members for free, or use points to buy things on Amazon.com.

Chief Customer Officer 334

Chief Customer Officer Airlines Morale Employee engagement 334

ShepHyken

FEBRUARY 27, 2017

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. The 7 Best Retailers for Customer Service b y Jamie Grill-Goodman. (RIS) In today’s omnichannel climate where differentiation is increasingly difficult and customer expectations are heightened, customer service is critical for delivering differentiated shopping experiences.

Customer Service 189

Customer Service Personalization Chatbots Self service 189

Steve DiGioia

FEBRUARY 27, 2017

This original article was written by Steve DiGioia. Life is stressful. The societal pressures of work, providing for your family, body image, social media , etc. are bad enough; the last thing you need early in the morning is a grumpy ticket agent to start your day off on a miserable note. Here’s my story…. I haven’t taken the train into New York City, from my home in New Jersey, in roughly 10 years.

Customer Service 133

Customer Service 133

Customers That Stick

FEBRUARY 27, 2017

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Customer Service 141

Customer Service 141

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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.

ClearAction

FEBRUARY 27, 2017

Why Only 15% of Voice of Customer Programs are “Very Successful” Lynn Hunsaker. Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. What’s broken? Just 34% say their VoC program is “good” or “very good” at making changes to the business based on VoC insights.

Metrics 71

Metrics Accountability Surveys Feedback 71

ClearAction

FEBRUARY 27, 2017

Why Only 15% of Voice of Customer Programs are “Very Successful” Lynn Hunsaker. Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. What’s broken? Just 34% say their VoC program is “good” or “very good” at making changes to the business based on VoC insights.

Metrics 54

Metrics Consulting Consulting Accountability 54

Topdown

FEBRUARY 27, 2017

We recently mentioned that there are lessons other industries can learn from observing customer experience (CX) leaders in retail and hospitality. In that article , we were specifically talking about creating pleasant sensory experiences to drive sales. But there’s another big lesson every industry can take away from retail and hospitality: happy employees make happy customers.

Sales 48

Sales Customer Experience 48

Platform28

FEBRUARY 27, 2017

Effective call center training is one of the most important factors in ensuring a great customer experience. It is potentially more important than your hiring process, because it is something that you have complete control over. All other factors in creating a great customer experience (QA processes, leadership, systems, etc) are reliant on effective new hire training.

Customer Service 40

Customer Service Call Center Surveys Customer Experience 40

ForeSee

FEBRUARY 27, 2017

Since launching nearly a century ago, retailer Canadian Tire has become one of Canada’s most recognized and trusted brands with almost 1,700 retail and gasoline locations coast-to-coast, as well as. The post VOC Leaders: Why Canadian Tire uses ForeSee Replay & CX scores to win big (Video) appeared first on ForeSee.

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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

Surveys

Verint

FEBRUARY 27, 2017

Contact center leaders and managers understand time and resource challenges all too well. Add an ever-increasing need for a great customer experience to the mix, and it’s clear that every advantage is needed to stay competitive. In many customer service environments, IVR and WFO analytics have not been considered together—and that presents an improvement opportunity.

Contact Center 25

Contact Center Interactive Voice Response Analytics Customer Experience 25