Mon.Jan 16, 2017

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Ensure 2017 Is YOUR Year: 3 critical things to avoid!

Beyond Philosophy

Let’s face it; the holiday season is well over and becoming difficult to even remember. It’s time to get cracking. With a little effort, we should be back on track in no time. If only it were that easy! The truth is the hot mess we return to makes us want to pack up and head right back on holiday. Unfortunately, for the majority of us, this solution isn’t an option.

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5 Top Customer Service Articles For the Week of January 16, 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. 5 Stages to Building Customer Loyalty by Melissa Gonzalez. (IBM) As a digital marketer, it’s important to remember that a long-lasting customer relationship takes time and trust; and trust takes a lifetime to build and a second to break.

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What is Mini-Miranda?

Callminer

Mini-Miranda is a legal warning debt collectors are required to use at the beginning of communications with consumers, both written and oral.

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Teri Yanovitch: Everything Speaks!

Bill Quiseng

This week’s guest post is from Teri Yanovitch , author of Unleashing Excellence – The Complete Guide to Ultimate Customer Service. You can learn more about Teri and her book at the end of her post. I am a big fan of Marriott International. With the recent acquisition of Starwood, Marriott is the world’s largest hotel company with over 5700 properties worldwide.

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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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Customer service skills: What does it take to make a great contact centre manger?

Vonage

Contact centres act as the front-line for many businesses. They are the point of contact where customers and companies meet to resolve issues and buy products and services. Operating at their best, contact centres play a fundamental part in creating a positive customer experience. At their worst, they can inflict irreparable damage that the business they represent will find hard to come back from.

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The Results Of 3 B2B Account-Based Marketing Campaigns: The Good, The Bad And The Ugly

Influitive

Account-based marketing (ABM) is one of the hottest marketing trends right now—and with good reason. Today’s customers don’t want to be treated like just another email address. They expect personalized, relevant experiences. According to a study by Walker, the customer experience is expected to overtake product and price as a company’s key brand differentiator by.

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Addressing the Top Concerns of the Call Center

Thinq

In the ever-evolving era of digital communications, call centers have their work cut out for them: making sure customer service, productivity, and… The post Addressing the Top Concerns of the Call Center appeared first on thinQ.

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Turn your CSRs into brand ambassadors

Plantronics

Author: Ann-Marie Stagg, Chief Executive of the Call Centre Management Association, United Kingdom For many organizations, customer facing teams are the most important element of the customer experience (CX). The best CX organizations have knowledgeable, engaged advisors who are proud of their brand and who want to deliver a good experience for their customers.

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Addressing the Top Concerns of the Call Center

Thinq

In the ever-evolving era of digital communications, call centers have their work cut out for them: making sure customer service, productivity, and collaboration remain top-of-mind are the chief concerns of the call center operator. But these crucial elements are tough to maintain if your connectivity is anything less than stellar. thinQ addresses the call center’s primary concerns for its network in a few ways.

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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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Turn your CSRs into brand ambassadors

Plantronics

Author: Ann-Marie Stagg, Chief Executive of the Call Centre Management Association, United Kingdom For many organizations, customer facing teams are the most important element of the customer experience (CX). The best CX organizations have knowledgeable, engaged advisors who are proud of their brand and who want to deliver a good experience for their customers.

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Addressing the Top Concerns of the Call Center

Thinq

In the ever-evolving era of digital communications, call centers have their work cut out for them: making sure customer service, productivity, and… The post Addressing the Top Concerns of the Call Center appeared first on thinQ.

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How to Make the Most out of a Customer Satisfaction Survey

aircall

Learning how to solicit and utilize customer feedback is a crucial part of any customer retention strategy. Nevertheless, putting together an effective and useful customer satisfaction survey isn’t as straightforward as you might think. Why an effective customer satisfaction survey matters. Learning how customers perceive and interact with your product, brand, and company is invaluable to future growth.

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Addressing the Top Concerns of the Call Center

Thinq

In the ever-evolving era of digital communications, call centers have their work cut out for them: making sure customer service, productivity, and… The post Addressing the Top Concerns of the Call Center appeared first on THINQ - Better Voice & Messaging for Telcos, Contact Centers, & Enterprises.

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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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Customer Success of Things - Some Definitions

Amity

As we observe momentum building up in Europe around the emerging role of customer success, I’d like to share a few thoughts around this business metamorphosis we are witnessing. While this new role is still very much at experimentation stage as it positions itself in the recurring revenue business model, there are common themes around its practice and impact.