Beyond Philosophy
MARCH 15, 2017
My first manager had a poster on his wall that said, “There isn’t a lot of traffic on the extra mile,” a tenet of Customer Service. Today, that poster might read, “Why meet customer expectations when you could exceed them?” Exceeding expectations and going the extra mile are still important concepts for front-line employees, but not for the reasons many like to think they are.
ShepHyken
MARCH 15, 2017
Every day I get an email from RetailWire.com, a daily publication that is read by thousands of people in the retail industry. It’s the number one forum for discussions about hundreds of important issues in the industry. Now, before we go further, even though RetailWire.com focuses on the retail industry, what I’m about to share is relevant to every business in every industry.
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Contact Center Pipeline
MARCH 15, 2017
Work in a contact center for any length of time and it soon becomes apparent that the largest capital expenditure is in staff. Agents are both the center’s greatest asset and greatest expense. Agents are lost through the natural attrition process, call patterns change and leave holes in the work day, or it’s a beautiful […].
CustomerGauge
MARCH 15, 2017
The claim to fame of any successful Net Promoter® program is the ability to react quickly to customer feedback. After all, NPS® is about more than just the score, it’s about what you do with it (i.e., actionable data). However, it isn’t often discussed what exactly qualifies as a good “closed-loop” process, which can often […].
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Return Customer
MARCH 15, 2017
As a business owner, you probably know well enough that, when it comes to a knack for customer service, employees either have it or they don’t. Some people are seemingly born with the skill for knowing how to take outstanding care of customers, while others just can’t quite grasp how to do it properly. Having said that, even the best CSR team needs proper training to be as successful as possible, and attract and retain customers.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Amity
MARCH 15, 2017
SaaS Tattler Issue 101: What's The Best Way to Handle Software Outages? Stuff happens. It's unfortunate, and it's hard for everyone. Sometimes it's your fault, sometimes it isn't. Either way, it sucks. There are some best practices you should learn now, while your software is up and running, to help you deal with those high-pressure, stressful situations when they happen.
Mindtouch
MARCH 15, 2017
If the catchphrases sprinkled into the title didn’t set off any bells of nostalgia (try reading it in your best Arnold Schwarzenegger voice), or maybe this will help: “Butterfly in the sky, I can go twice as high. Just take a look, it’s in a book, it’s a Reading Rainbow.” And if that didn’t work, you must have missed the 90s. Read my lips: The Pulse Conference is not just a place to create incredible connections, grow your business, dissect Customer Success, and learn to challenge the way
Connecting the Dots
MARCH 15, 2017
CCMC ~. Find out how being proactive regarding the customer experience can save your business money. Data shows that services costs may be cut by as much as two-thirds with proactive customer service. Using technology to set customer expectations, educate, confirm delivery, warn of unpleasant surprises and gather voice of the customer information, businesses can enhance the customer experience.
Strategic Contact
MARCH 15, 2017
If you talk about omnichannel or optimizing customer experiences, you have to talk about the role of the smartphone. It is becoming THE ubiquitous and predominant tool for both self-service and assisted service. Don’t believe me? Then let me share just a few of the hard facts about them. Pew Research Center says 77% of.
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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
Connecting the Dots
MARCH 15, 2017
CCMC ~. Forty years after the first White House Study on customer satisfaction and billions of dollars later, people are as unhappy as ever, finds the 2015 Customer Rage Study. Read how your company can avoid common pitfalls, such as soliciting and then poorly handling complaints, and learn how to spend your money wisely. (PDF, 233Kb). For more downloads, visit our Articles, Whitepaper and Studies page.
DMG Consulting
MARCH 15, 2017
Consumers Channel of Choice – A Multi-generational Benchmark Study of Consumer Channel Preferences (whitepaper). 3/14/2017. By Donna Fluss. DMG Consulting LLC has conducted a worldwide consumer benchmark study to identify consumer channel preferences for interacting with businesses. To continue reading, download the PDF by registering below: DOWNLOAD.
ClientSuccess
MARCH 15, 2017
There is nothing more frustrating for customers or for Customer Success Managers (CSMs) than a product that doesn’t produce results, or doesn’t have the buy-in it needs to be successful. This of course impacts the customer’s ability to do their job effectively, but it also affects the CSM, their quota, and the company’s overall ability to scale and grow while maintaining successful customers.
DMG Consulting
MARCH 15, 2017
Thank you for your interest in DMG Consulting’s publications. Please complete the registration form below. First Name * Last Name Email Address *. Monthly DMG Newsletter. I would like to receive the monthly DMG Newsletter. Name This field is for validation purposes and should be left unchanged. Close. Top Ten Contact Center and Servicing Goals for 2017. 2/25/2017.
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.
Verint
MARCH 15, 2017
Have you or someone within your organization used Verint software—including Contact Solutions, Telligent, Adtech and OpinionLab—to optimize customer engagement? Has this person helped increase customer satisfaction, build customer loyalty, drive revenue, improve operational efficiencies, and/or heighten employee morale? If so, then be sure to submit a nomination for the 2017 Engage Global Customer Awards!
aircall
MARCH 15, 2017
Regardless of your industry, your customers are your business’ first priority. Aside from bringing in revenue, your customers also give your organization its direction. Through feedback, suggestions, and their behavior, customers give you cues on how you can satisfy their needs. Therefore, it’s fundamental that your customers know that you understand and value them.
LiveChat
MARCH 15, 2017
Ecommerce doesn’t have to be hard. Having an online store can cost you virtually nothing and put you in touch with customers from all over the world. While you still need a strong marketing strategy and a great product (or products) to sell, there is much less to lose when you opt for a digital store over a traditional one. Here’s how you can launch your very own online store in seven simple steps. 1.
Clarabridge
MARCH 15, 2017
By Lorraine Schumacher. CEM Evangelist. Your contact center is hiding some of the richest, most valuable Voice of the Customer (VoC) information you have. But too often, business silos keep you from using that information to make your business better. You need to crush contact center silos if you are serious about putting the customer first. Bring your contact center into the CX fold.
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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.
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