Mon.Feb 12, 2018

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Make Sure You Don’t Push Your Customers, Because They’ll Push Back

Myra Golden Media

When people feel pushed into a corner, they push back. If a customer senses you are defensive, rude, or unhelpful, it is natural for them to push back. They push back with their words, tone, or by asking to talk to a supervisor. In a live De-escalation workshop recently, I had my audience divide up into pairs. And I had them identify as partner “A” or partner “B.”.

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Five Keys To Driving Voice of the Customer Success

CX Accelerator

We now live in the age of the customer, where customers expect consistent, high-value experiences. If customers don’t get immediate value, they will likely leave and go to a company who will deliver an experience that meets their expectations. To be able to know and understand what customers want, companies must listen to their customers. That’s why companies are implementing some type of voice of the customer (VoC) program.

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5 Customer Service Tech Trends to Explore at MWC 2018

TechSee

Mobile World Congress (MWC), the world’s largest gathering for the mobile industry, is being held in Barcelona from February 26 – March 1. This year’s MWC promises to be a huge event, with 2,300+ exhibitors presenting the latest and greatest in mobile technology to 108,000+ attendees from 208 countries. That’s quite a lot of new ideas, apps, presentations and giveaways to sift through.

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Why Learning CX Will Make You Happy and Successful

360Connext

Research on everyone from millennials to senior citizens shows how learning is tied to happiness. So those who prioritize picking up new skills (shout out to those learning CX right now!) or just enjoy learning in general, tend to be happier, more satisfied people. Those who continue to focus on their own education also understand the world is changing at an incredibly rapid pace.

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The 2023 Verint Experience Index: Retail

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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5 Customer Service Tech Trends to Explore at MWC 2018

TechSee

Mobile World Congress (MWC), the world’s largest gathering for the mobile industry, is being held in Barcelona from February 26 – March 1. This year’s MWC promises to be a huge event, with 2,300+ exhibitors presenting the latest and greatest in mobile technology to 108,000+ attendees from 208 countries. That’s quite a lot of new ideas, apps, presentations and giveaways to sift through.

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Digital Transformation and DevOps: It's Not About Technology

Cyara

Many organizations around the world are undertaking digital transformations in an effort to move with the times and meet consumer expectations. Working with Cyara's customers, the Domain Consulting team has found that this transformation most often involves a transformation in how they think about technology. In fact, I believe that is critical for achieving a successful transformation.

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Portland’s Top-Rated Lyft Driver’s Best Pick-Up Line

AskNicely

So, a few months ago I had a bad day. I entered what was the busiest season of my 30s, and Portland entered the beginnings of its crazy-making stretch of rainy-grey-sky-bummer weather. So, on my way home I stopped by my local watering hole for a quick drink and a hamburger to lift my spirits. The drink was OK. The hamburger was amazing. The sour mood remained the same.

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CX Secrets: Keeping a CX Mindset

PeopleMetrics

Today's CX Secret revolves around the notion of a "Customer Experience (CX) Mindset." High-end hospitality companies have owned the CX space for years because they maintain this mindset that every touch point they have with a customer has to be excellent. They want customers to leave their hotel or restaurant feeling like “wow - that was an amazing thing that I just experienced.”.

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Top 3 Benefits and Best Practices of Contact Center Modernization

West

Some things never go out of style, like The Beatles, evenings by the fireplace and homemade apple pie. Unfortunately, your contact center isn’t one of them, and if you haven’t replaced or upgraded your solutions recently, there’s a good chance your customers have noticed. In that case, it’s probably time for a little contact center modernization. The Blog Top 3 Benefits and Best Practices of Contact Center Modernization appeared first on West Corporation.

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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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Push Notifications: The Best Way to Get Alerts

Cyara

Keeping on top of your CX requires ongoing monitoring, with robust, flexible alerting capabilities. Today, many CX leaders are monitoring their CX applications with Cyara Pulse, and leveraging our dashboards to make it easy to see at a glance when something needs attention. To make sure our customers find out as quickly as possible when a problem occurs, we have robust, flexible alerting capabilities.

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Collect Quick, Actionable Feedback with Like/Dislike Questions

GetFeedback

Empower your survey respondents to quickly tell you how they feel about a specific experience or piece of content with our new Like/Dislike question type.

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Comparing Active and Passive Production Monitoring

Cyara

Even the most thoroughly tested and optimized CX delivery systems are subject to unexpected failures and degradation, and CX monitoring allows an enterprise to detect these before their customers do. As covered in this Cyara Resources article , CX production monitoring is designed to check the performance of your CX delivery systems. Production monitoring can broadly be classified as either active or passive , and it's beneficial for enterprises to use both.

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MindTouch Recognized as a Top Rated Customer Experience Management Platform for 2018 by TrustRadius

Mindtouch

It’s high-five time here at MindTouch headquarters (and not just because the sun is shining in San Diego yet again). MindTouch was recently named a TrustRated Top Rated Customer Experience Management Platforms for 2018. Hooray! Specifically, we were recognized in the Small Businesses category, an esteemed group that we’re jazzed to be a part of.

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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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Escaping the deserted island of strategy. A Customer Experience perspective from Manuela Pifani

ijgolding

As many of my followers are aware, one of the highlights of my year is having the honour of participating as a judge at the UK Customer Experience Awards. Three years ago, when Manuela Pifani entered the judging room, I expected to be impressed, but was not expecting to be overwhelmed. Manuela is one of the most passionate, professional, capable CX Professionals I have ever had the pleasure of coming into contact with.

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Amazon Will Compete With FedEx and UPS and Provide Better Customer Experiences

Natalie Petouhof

Tweet Shipping with Amazon (SWA) is the name of Amazon’s new delivery service. It is thought to rival UPS and FedEx, according to The Wall Street Journal. Why is it attractive to customers? It seems Amazon wants to offer lower prices than competitors (FedEx and UPS) by adding extra package to the empty spaces in their trucks. The service is said to start in Los Angeles and work with third-party merchants that sell on Amazon’s marketplace.

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Why are customers willing to pay more for a better experience?

Aspect

Today’s data driven economy means that making purchases is no longer as simple as ‘shopping around’ for the best features, the best price or even the most convenient buy. Regardless of whether we’re buying in-store or online (from clothing to a new energy provider), consumers now have an almost unlimited amount of information at their fingertips in order to make a decision.

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Training Conference & Expo Explained by Temple Grandin

Mindtouch

Temple Grandin is just one of the top industry influencers explaining the Training Conference & Expo in their own words. The others are: edX, Farmers Insurance, Adobe, The Ken Blanchard Co, VitalSmarts, P3 Associates, and the Rapid Learning Institute. With an incredibly short and succinct message, they each give you their perspective on why the Training Conference & Expo is so unique and some benefits of attending.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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Selecting the Right Recorder to Power your Speech Analytics

OrecX

Speech analytics can help your contact center and business garner invaluable customer intelligence which you can use to dramatically enhance service, increase sales conversion percentages, understand buying behaviors, rescue defecting customers and so much more. The applications are truly endless. But first, however, you must consider the call recorder that will enable your speech analytics solution.

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Working Anywhere Across America

AnswerConnect

The writer William Gibson famously said, “the future is already here—it’s just not very evenly distributed.” That statement certainly rings. Continue Reading → The post Working Anywhere Across America appeared first on AnswerConnect Blog.

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My Latest Cisco White Paper: AI in the Contact Center

Jon Arnold

If you follow me, you'll know I've been way busy lately. Included in that mix is a white paper I've been doing for Cisco. Everyone is trying to assess what AI can really bring to the contact center, and to help educate the market, they engaged me to produce this vendor-neutral white paper. My job is provide objective, balanced insights, and hopefully you'll reach that conclusion after giving it a read.

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Report: Tech Vendors: Product and Relationship Satisfaction, 2018

Customer Experience Matters

We just published a Temkin Group data snapshot, Tech Vendors: Product and Relationship Satisfaction of IT Clients, 2018. During Q3 of 2017, we surveyed 800 IT decision-makers from companies with at least $250 million in annual revenues, asking them to rate both the products of and their relationships with 58 different tech vendors. Google, Oracle outsourcing, and Microsoft servers earned the top overall scores, while Autodesk, ADP outsourcing, and Fujitsu received the lowest overall scores.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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Customer Experience is Driving the Need for Ethnographic Research to Understand Why Customers Do What They Do

Call Center Weekly

By Darcy Bevelacqua Customer Experience is Everywhere From marketing to customer service to the boardroom, it’s recognized that personalized, efficient and engaging customer experience drives customer acquisition, brand loyalty and customer lifetime value (LTV). The focus has shifted from knowing how the customer interacts with your brand to understanding the why behind their behavior so you can personalize their experience across channels, locations and time.

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How validating caller identity can be costly and stupid

CX Global Media

You’ve got numerous reasons why you need to authenticate callers. But how you go about doing it could equate to burning the entire field in order to eliminate a few weeds. Are you worried that you’re wasting money and making stupid mistakes that are damaging the customer experience? Ahem, you should be. I need to confirm it’s you. Most likely in your contact center agents run callers through the routine of asking – Mother’s maiden name, date of birth and last four digits of you

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5 Top Customer Service Articles For the Week of February 12, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various 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. Why Customer Service is a Double-Edged Sword and How to Keep it From Killing Your Brand by Lisa Callahan. (MartTech Exec) “It’s tough to be in a customer-facing position these days.

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When your Customers are Talking

Ann Michaels and Associates

It’s Time to Listen . The single biggest complaint of customers is that salespeople talk too much and don’t listen enough. Poor salespeople dominate the talking, while successful salespeople dominate the listening. . It’s possible for you to talk too much, but it’s rarely possible to listen too much. When salespeople are excellent listeners, prospects and customers feel comfortable and secure with them.

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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.