ShepHyken

FEBRUARY 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. 11 Reasons Why Customer Advocacy is the Bedrock of Your Business by Robbie Richards. (JitBit) In this post, we’ll be discussing the importance of customer advocacy and why you must get on board, or else risk weakening the bedrock of your business.

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Customer advocacy Brand ambassadors Customer Service Best practices 211

Callminer

FEBRUARY 6, 2017

Companies that deliver superior customer experience beat the competition by retaining customers, growing their bottom line, and reaping the benefits of satisfied customers.

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Customer Experience 182

Customers That Stick

FEBRUARY 6, 2017

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Customer Experience 123

Customer Experience Customer Service 123

ijgolding

FEBRUARY 6, 2017

Customer Experience is now recognised as a profession – as I am sure many are bored with hearing me repeat over and over again! As with any profession, it is defined by a number of competencies, tools, techniques and methodologies that are recognised and practised by thousands of specialists around the world. It is a challenging profession for a variety of reasons – largely because it is not ‘black and white’ There is no one way of doing anything when it comes to Customer

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Journey mapping Management Customer Experience Accountability 113

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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.

Customer Centric Support

FEBRUARY 6, 2017

Practicing mindfulness has been a popular concept in western society for many years now. Introducing mindfulness in the workplace has become fairly common, especially for corporate leadership teams. These tools are not just for the leadership any more. Successful mindfulness and meditation programs have been integrated at every level in major companies like General Mills, Ford, Aetna, Google and Procter & Gamble, just to name a few.

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Call Center Outbound sales Customer centricity Contact Center 90

Olympia Consulting

FEBRUARY 6, 2017

The relationship between a company and its customers is not that different than the relationship. The post Customer Service Shouldn’t Be a Roller Coaster appeared first on Olympia Consulting.

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Customer Service Consulting Consulting Customer Experience 60

Genroe

FEBRUARY 6, 2017

So, what IS an acceptable survey response rate for a customer feedback survey: 1%, 15% 50%? It’s a question I am often asked. Here’s one I received recently: …if I have two NPS of two different cinemas in January. Cinema 1: Spectators: 18509. Survey responses: 17. Responses percent: 0,1%. NPS: 76. Cinema 2: Spectators: 44190. […]. The post The Complete Guide to Acceptable Survey Response Rates appeared first on Genroe.

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Surveys Feedback 63

Topdown

FEBRUARY 6, 2017

Writing for Forbes, in an article entitled “ This Is Not An Alternative Fact: Improving Customer Experience Can Increase Revenue ,” Steve Olenski (@steveolenski ) gives us an enhanced perspective on the recently released Forrester report “ Drive Revenue with Great Customer Experience, 2017 ” by interviewing Forrester analyst and report author Maxie Schmidt for further insights.

Customer Experience 48

Customer Experience 48

Genroe

FEBRUARY 6, 2017

Excel is a very functional tool and it has the advantage of being on everyone’s desk. While there are many advanced statistical packages out there you don’t need them to perform a detailed and comprehensive analysis of your survey data. In this one hour webinar we will share, using Excel: How to design your survey […]. The post Webinar: Practical Survey Analysis in Excel appeared first on Genroe.

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Surveys Best practices Feedback 58

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

FEBRUARY 6, 2017

The 51st championship game of the National Football League is the thing of the past. Patriots finally won with Falcons (we all thought that Falcons would win for the first time in their history!), Lady Gaga opened the halftime show, and we’ve seen this year’s best commercials. Want to know something more about the whole event? Well, Super Bowl Live!

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Advertising Entertainment Marketing Analytics 47

Natalie Petouhof

FEBRUARY 6, 2017

Tweet Here are three main smart home contenders: Apple’s HomeKit. Amazon’s Echo, Tap and Dot and. Google’s Home. The main issues? Consumer confusion, which adoption follows. There is, unfortunately, technological fragmentation within the connected home ecosystem. Currently, there are many networks, standards, and devices being used to connect the smart home, creating interoperability problems (the ability of a system or a product to work with other systems or products without special effor

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Wireless Engineering Entertainment Finance 40

Verint

FEBRUARY 6, 2017

Speech Analytics (SA) was introduced to the call or contact center a decade or so ago. SA transcribes and analyzes audio in every phone call to discover powerful, rich actionable insights. It has now reached a stage akin to how other contact center technologies such as Quality Management (QM) and Workforce Management (WFM) are viewed as must-haves by contact centers.

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Analytics Quality management Contact Center Management 36

Natalie Petouhof

FEBRUARY 6, 2017

Tweet The term artificial intelligence was coined 60 year ago. But now its starting to deliver. Lumos’s computer vision platform was initially used to improve the experience for visually impaired members of the Facebook community. Lumos is now powering image content search for all users. What does this means to you? You can now search for images on Facebook with key words that describe the contents of a photo, rather than being limited by tags and captions.

Technology 40

Technology Personalization Customer Experience 40

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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.

Self service

Beyond Philosophy

FEBRUARY 6, 2017

A lot of people give the millennial generation a hard time, but when it comes to customer experience, the millennials’ thinking is spot on. While we older folks spent our 20s and 30s buying new couches, bigger houses and fancier kitchen gadgets, millennials are spending their money on concerts, vacations and dinners with friends. In a survey for the event promotion site Eventbrite, 78 percent said they’d rather spend their money on an experience or event than a product.

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Consulting Consulting Customer Experience Surveys 339