Beyond Philosophy

MARCH 6, 2017

When we meet new clients at our customer experience consultancy, they often tell us they create value for their customers by offering low prices. They think “value” means “price,” and they believe that customers want to save money more than anything else. There are two major problems with this kind of thinking. First, it doesn’t take an economist with an Ivy League degree to see that cutting prices can only go so far.

Consulting 298

Consulting Consulting Customer emotions Customer Experience 298

ShepHyken

MARCH 6, 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. How Artificial Intelligence is Transforming Enterprise Customer Service by Adelyn Zhou. (Forbes) As AI technology matures, businesses are jumping to include artificial intelligence in their strategic investment roadmaps.

Customer Service 209

Customer Service Feedback Best practices Enterprise 209

Callminer

MARCH 6, 2017

Artificial intelligence has become a tool that contact centers have used with more frequency to work with customers.

Contact Center 182

Contact Center Analytics 182

Customer Centric Support

MARCH 6, 2017

How to foster a customer-centric mindset in a dollars-driven reality. For six years, I’d held a Customer Service job with essentially one objective: make everyone around me happy, and make customers happy as a consequence. It was perfect for my gregarious, people-pleasing personality. The year 2015, however, brought with it a role change and a game-changing truth: businesses are more than just smiles, free food, and birthday celebrations.

Chief Customer Officer 84

Chief Customer Officer Customer centricity Enterprise Engineering 84

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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.

Topdown

MARCH 6, 2017

The level of quality, consistency, contextualization and personalization of your customer-facing communications can have a dramatic effect on customer experience – as evidenced by the brands that improved their Forrester Customer Experience Index scores the most.

Customer Experience 67

Customer Experience Personalization 67

Vonage

MARCH 6, 2017

Most companies have a tagline, a phrase or sentence that describes what they are about. Sometimes that doubles as a brand promise. Along those lines, I want you to come up with a customer service promise. For some companies, their tagline is their customer service promise. For example, Zappos.com’s tagline is Powered by Service. Three words that exhibit a commitment to the customer.

Customer Service 59

Customer Service 59

GetFeedback

MARCH 6, 2017

Companies have to prove that customer feedback breeds real results. Here's a look at how customer surveys help companies create positive change.

Surveys 60

Surveys Feedback 60

ijgolding

MARCH 6, 2017

In this post, I continue to explore my tips to create a customer-centric culture. Experiencing both your employee AND customer journeys is a vital component that contributes to an organisation developing and sustaining everyone’s focus on the customer and each other. Last year, I said the following on this subject (among other things): “If a business wants to transform its culture, then it is vitally important that its people at all levels understand how it FEELS to be a customer and to be an em

Customer centricity 56

Customer centricity B2B Enterprise Customer Experience 56

Pipkins

MARCH 6, 2017

Almost all Pipkins ’ workforce management (WFM) customers achieve ROI well within year 1. Where these savings come from differs depending upon the structure and nature of the organization. Typically, however, they fall into the following categories…. Contact Center Staff Related Savings. Service level improvements and efficiencies. Better use of planning and Admin. staff.

Management 40

Management Contact Center Self service Average Handle Time 40

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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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Natalie Petouhof

MARCH 6, 2017

Tweet Human Capital As a Key Competitive Advantage. I am very excited about attending the upcoming conference on The New Work Summit #nytnewwork by the New York Times®. The very nature of how we work is changing rapidly as employees from all ages are expecting more from their workplace. With human capital as the most important part of any company (computers and phones can’t do the work without the direction of the people), the battle for top talent is intensifying.

Finance 40

Finance Engineering Advertising Entertainment 40

CSM Magazine

MARCH 6, 2017

Indian Bank HDFC has launched an artificial intelligence-driven chatbot for customer service called Eva. Eva can answer millions of customer service questions over multiple channels and is thought to be India’s first AI chatbot for the banking industry. The chatbot Analyzes and learns from thousands of sources and is able to provide simple answers on the bank’s products and services almost instantly.

Chatbots 40

Chatbots Customer Service Banking 40

CafeX

MARCH 6, 2017

CaféX is redefining contact center operations and customer engagement!

Enterprise 48

Enterprise Contact Center 48

Verint

MARCH 6, 2017

Do your customers know you are really listening to them? These days it’s more important than ever that organizations respond in a timely manner to their customers’ concerns and ideas. It's quite likely that customer surveys have provided a valuable reference point for any other feedback-gathering initiative your organization has taken.

Surveys 29

Surveys Feedback Enterprise Analytics 29

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

LiveChat

MARCH 6, 2017

Web marketers talk a big game about bounce rates, click funnels, and traffic patterns. Sure, all of these are unquestionably valuable, but let’s face it. What really matters is how well your site performs at the close. At the end of the day, closing the sale is how you get paid. Shopping cart checkout is an eCommerce business’ closer. This is where a minor tweak can make the difference between zero and hero.

Accountability 50

Accountability Benchmark Upselling Best practices 50

SoliCall

MARCH 6, 2017

Background. Call centers are crowded locations in which agents are sitting next to each other making phone calls to customers. As a result, these phones calls contain a lot of ambient noise that is caused due to the physical conditions that exists in the call centers. Call centers highly appreciate customer satisfaction as being one of the key factors for the quality of their service.

Call Center 45

Call Center Technology call center software Management 45

CustomerGauge

MARCH 6, 2017

In our most recent eBook and How to Become a Customer Retention Champion infographic, we walked through best practices for retaining your customers and stopping churn. We’ll expand upon these lessons learned and highlight the main takeaways. Lesson 1: Know Your Numbers One of the biggest mistakes a company can make is not holding retention to as […].

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Best practices Customer retention 93