Beyond Philosophy

MARCH 8, 2017

We are fortunate enough to have two homes; one in England and one in the U.S. However, we are unfortunate enough to have two telecom providers; Virgin Media in England and Brighthouse, now Spectrum in Florida. Neither of them provides a Customer Experience worth mentioning—at least not in a positive light. Telecoms are bad at CX around the globe! Back in 2012, we did some research involving over 40 telecoms.

Customer Experience 313

Customer Experience Customer centricity Engineering Consulting 313

ShepHyken

MARCH 8, 2017

Customer service is what I’m all about. It is my life’s mission to help companies create a customer service experience that customers think is amazing. So, I thought it would be nice to own the domain name CustomerService.com. But, surely some company that is totally focused on their customers would already own it. So, I typed the URL into the Internet browser and found out… it was for sale.

Customer Service 281

Customer Service Banking Sales Marketing 281

Contact Center Pipeline

MARCH 8, 2017

Coca-Cola. Harley-Davidson. InGenius. What do these companies have in common? In today’s “be everything to everyone” marketplace, they offer a refreshing business model: Do one thing well. InGenius concentrates 100% on computer telephony integration (CTI), and they excel at it. With more than 20 years’ experience in enterprise telephony, the InGenius team has been able […].

Enterprise 100

Enterprise CRM Contact Center Call Center 100

Win the Customer

MARCH 8, 2017

In a year of lackluster Super Bowl ads, one brand that stood out was a spot for antioxidant infusion drink Bai Brands, recently acquired by Dr. Pepper Snapple Group. The ad featured Christopher Walken reciting the lyrics for the 2000 N’SYNC hit “Bye Bye Bye,” accompanied by N’SYNC veteran Justin Timberlake looking on quizzically. The commercial combined humor with nostalgia to appeal to multiple demographics, targeting both Generation X audiences old enough to remember Walken in his

Customer Experience 118

Customer Experience Coaching Marketing Sales 118

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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.

360Connext

MARCH 8, 2017

I get a lot of “what a cool job!” when I describe what I do. It sounds so glamorous. And everyone is a customer, so of course I hear about the worst customer service they ever had, or less frequently, the very best they’ve experienced. It is awesome. I love what I do. But as the idea of customer experience takes off, the mythology around it does, too.

Consulting 104

Consulting Consulting Customer Experience Sales 104

CX Journey

MARCH 8, 2017

Know the definition of customer experience insanity? It was Albert Einstein who said: the definition of insanity is doing something over and over again and expecting a different resul t. Sadly, this is a concept that voice of the customer and customer experience professionals are quite familiar with. When these professionals continue using the same tools and the same processes over and over again, yet find they're not making any progress, well, that's customer experience insanity.

Analytics 58

Analytics Feedback Surveys Customer Experience 58

CustomerGauge

MARCH 8, 2017

Co-founders Adam Dorrell and Camilla Scholten, along with our other product team leaders, give us a “behind the scenes” look at how they used Voice of the Customer (VoC) to inform their biggest release to date—CustomerGauge 4.0. Learn more about the all-new Report Hub in our other blog post, or check out the press release […]. The post CustomerGauge 4.0—Behind the Scenes appeared first on CustomerGauge.

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Comm100

MARCH 8, 2017

Like customers, customer service experts come from a wide range of backgrounds, each with their own unique perspective and take on the industry. But with the thousands of #CustomerService tweets, how are you supposed to get exposed to fresh ideas without spending hours or even days trudging through the classic internet information overload? We have compiled the following list of customer service experts so that you don’t have to.

Customer Service 0

Customer Service Chief Customer Officer Customer centricity Scripts 0

Eptica

MARCH 8, 2017

Date: Wednesday, March 8, 2017 Bridging the APAC communication gap between humans and machines. Published on: March 08, 2017. Author: Vincent Giraud Customers today want fast answers to their questions and to have a seamless, informed conversation with companies , whatever their request might be. This is especially true in Asia Pacific, with research finding that APAC consumers are far ahead of those in other regions.

Self service 49

Self service Personalization Marketing Technology 49

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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

The Mindful Call Center

MARCH 8, 2017

*It was my pleasure and honor to write a guest article for ICMI.com Copyright © 2017-ICMI. All rights reserved. Reprinted with permission from ICMI Originally published January 24, 2017 Click here to read original article. Serving customers and solving their problems is hard work. It may not be physically labor intensive or break your back, but it is mentally taxing and it can break one’s spirit.

Contact Center 48

Contact Center Call Center Sales Customer Service 48

ForeSee

MARCH 8, 2017

Connect: The ForeSee Summit is our annual client event that brings together the movers and shakers advancing customer experience across many sectors. One in particular we’d like to highlight is healthcare, The post Why CX pros in healthcare won’t want to miss these ForeSee Summit sessions appeared first on ForeSee.

Healthcare 40

Healthcare Customer Experience 40

The Mindful Call Center

MARCH 8, 2017

*It was my pleasure and honor to write a guest article for ICMI.com Copyright © 2017-ICMI. All rights reserved. Reprinted with permission from ICMI Originally published January 24, 2017 Click here to read original article. Serving customers and solving their problems is hard work. It may not be physically labor intensive or break your back, but it is mentally taxing and it can break one’s spirit.

Contact Center 48

Contact Center Call Center Sales Customer Service 48

Uniphore

MARCH 8, 2017

The millennial generation is vastly different from those that came before it. Far more technology focused than their predecessors, millennials understand what technology can achieve and therefore have far greater expectations when it comes to issues around service. Read More.

Technology 40

Technology 40

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

Verint

MARCH 8, 2017

The Intelligent Contact Center meets customers when and where they are, providing connected service on a variety of channels. So, what does this actually look like in practice—and how can you get started to provide intelligent service to your customers?

Contact Center 29

Contact Center First call resolution Self service Feedback 29

Brad Cleveland Blog

MARCH 8, 2017

The post Cutting Costs with Minimum Impact on Customers appeared first on Brad Cleveland.

Contact Center 26

Contact Center Call Center Customer Service 26

Amity

MARCH 8, 2017

With its unified and integrated platform, Sysomos , leader in social marketing and analytics, allows marketers and researchers to listen, curate, engage, publish, and analyze social content. As Sysomos grew and gained momentum, Customer Success became a true pillar of its culture. Making sure every single one of their 1,200+ customers achieves the best possible outcomes using Sysomos is a true mission statement for all departments in the company.

Education 57

Education Enterprise SaaS Analytics 57

Brad Cleveland Blog

MARCH 8, 2017

Contact Center 20

Contact Center Call Center Customer Service 20

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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

Clarabridge

MARCH 8, 2017

Financial regulatory laws strictly govern the handling of complaints in banks and other financial institutions. The Wall Street Journal reports that in 2014, US and European banks paid nearly $65 billion in penalties and fines. This record-breaking number was an increase of about 40% over 2013, which was the previous high. Some of these penalties are directly tied to ineffective complaints reporting and management.

Banking 45

Banking Management Finance Government 45

Brad Cleveland Blog

MARCH 8, 2017

Contact Center 20

Contact Center Call Center Customer Service 20

Clarabridge

MARCH 8, 2017

Financial regulatory laws strictly govern the handling of complaints in banks and other financial institutions. The Wall Street Journal reports that in 2014, US and European banks paid nearly $65 billion in penalties and fines. This record-breaking number was an increase of about 40% over 2013, which was the previous high. Some of these penalties are directly tied to ineffective complaints reporting and management.

Banking 45

Banking Management Finance Government 45

Provide Support

MARCH 8, 2017

Customer service has shifted more and more online over the past couple of decades, and increasingly that means customers are reaching out via social media when they have an issue that they’d like you to resolve. It’s a great opportunity for businesses, as this kind of semi-formal interaction is likely to increase that customer’s spend by 20-40% when they are dealt with appropriately.

Customer Service 61

Customer Service Best practices Customer Care 61

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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