Beyond Philosophy

MARCH 22, 2017

To be honest, I’m not lovin’ McDonald’s food! However, I’m lovin’ their plans to overhaul their Customer Experience to regain the 500 million lost customer visits. McDonald’s plan to upgrade to the “Experience of the Future “ has much to teach us all about how to adapt to the changing expectations of today’s discerning (and demanding) customers. McDonald’s rolls out the new experience to 2,500 U.S. locations by fourth quarter 2017.

Entertainment 318

Entertainment Consulting Consulting Customer Experience 318

ShepHyken

MARCH 22, 2017

Congratulations to Squaremouth , who just won a Gold Stevie Award for Customer Service Department of the Year – for the fourth time! (For those that don’t know, the Stevie is an international business award that recognizes top performing organizations in several categories including customer service.) Squaremouth is an online travel insurance company that compares travel insurance products from every major provider in the United States.

Customer Service 220

Customer Service Engineering Sales Marketing 220

Callminer

MARCH 22, 2017

It is safe to say that it’s now well past the time to call ‘omnichannel’ just a buzzword.

Customer Experience 182

Customer Experience 182

Contact Center Pipeline

MARCH 22, 2017

Omnichannel is everywhere—vendor marketing, analyst articles, conference sessions, client wish lists. While touted as a new concept, it doesn’t seem all that different from the multimedia routing and reporting (MMRR) that have been around for years and have been so difficult to achieve. Most ACD agent interfaces allow for managing contacts in all media by […].

Technology 100

Technology Marketing Management CRM 100

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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.

Amity

MARCH 22, 2017

Who doesn't love a good TED Talk? Customer Success isn't just about Customer Success, it's about skills, learning, growth, people, and much more. Here are some TED Talks that might not appear to be directly related with the stuff you do on a day-to-day basis, but that will inspire you and help you get even better at Customer Success. Learning Empathy as a Skill.

Management 94

Management Personalization 94

Influitive

MARCH 22, 2017

It’s one thing to know why an advocate community will help you achieve your alumni relations goals and all the ways your alumni advocates can create value at your school. Actually building an engaging advocate community that discovers, nurtures, and mobilizes alumni ambassadors is another matter entirely. These five steps will help you turn your.

Education 61

Education 61

Eptica

MARCH 22, 2017

Date: Friday, March 24, 2017 4 more artificial intelligence concepts you need to know to deliver improved CX. Published on: March 24, 2017. Author: Pascal Gauvrit So far in this three part series covering artificial intelligence (AI) in customer experience I’ve explained the difference between bots and chatbots and some of the key concepts that you need to know about.

Chatbots 54

Chatbots Customer Experience Accountability Marketing 54

Aria Solutions

MARCH 22, 2017

Contact Centers, as an industry, have been around since the advent of telephony technology. That technological era has also enabled us to measure and track contact center activity quite accurately. For too many years, contact centers were focused on operating contact centers as efficiently as possible, not providing outstanding customer experience. Our early ability to track and measure activity resulted in a series of metrics being adopted to monitor the overall contact center performance.

Customer centricity 48

Customer centricity Metrics Contact Center Benchmark 48

Eptica

MARCH 22, 2017

Date: Wednesday, March 22, 2017 4 artificial intelligence concepts you need to know if you work in customer experience. Published on: March 22, 2017. Author: Pascal Gauvrit Following last week’s blog introducing artificial intelligence (AI) and explaining the difference between bots and chatbots , in my next two posts I want to explore the types of AI and how they can be applied in customer experience.

Customer Experience 52

Customer Experience Chatbots Engineering Technology 52

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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

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Talkdesk

MARCH 22, 2017

Think about the most recent customer service call you were on. Do you remember the last question the agent asked you? The one right before they asked you to stay on the line for a quick survey. If it was something along the lines of “Have I fully resolved your issue today?” there might be a problem. The authors of The Effortless Experience have definitively labeled that the worst question a customer service representative can ask.

Customer Service 40

Customer Service First call resolution Self service call center software 40

CX Journey

MARCH 22, 2017

Image courtesy of lambert03 Is your work environment toxic? You wake up every morning and drag yourself into the office. You know there's a reason you drag and don't skip. The thought of being in your office makes your stomach turn, and you wake up every morning checking your temperature to determine if today might be a sick day rather than a work day.

Employee engagement 38

Employee engagement Accountability Management 38

Brad Cleveland Blog

MARCH 22, 2017

Are you looking for a way to incorporate long-term improvement into your team meetings? Take a few minutes during your next team meeting to watch a brief video on customer service and then discuss it as a group. Too often … Continue reading → The post Videos to Spark Discussion appeared first on Brad Cleveland.

Customer Service 26

Customer Service Contact Center Call Center 26

Verint

MARCH 22, 2017

It only takes a quick look around your surroundings to see that the world has changed. Every head is buried in a phone—and apps and bots are used to do everything from hiring a car to dimming the lights. Millennials, now the largest population segment, have grown up in this modern world and expect these technological conveniences in every aspect of their lives.

Employee engagement 26

Employee engagement Contact Center Technology Call Center 26

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

Brad Cleveland Blog

MARCH 22, 2017

Are you looking for a way to incorporate long-term improvement into your team meetings? Take a few minutes during your next team meeting to watch a brief video on customer service and then discuss it as a group. Too often team meetings focus on urgent problems at the expense of future growth and development.

Customer Service 20

Customer Service Contact Center Call Center 20

ijgolding

MARCH 22, 2017

The customer has always been at the heart of every business, be it a street vendor selling hot dogs or a multi-national firm selling a wide range of products. All business have taken necessary measures, so that customers become loyal, provide repeat business, and advocate their products & brand – thereby increasing the customer base. Business mantras like “ The Customer Is Always Right ”, “ der Kunde ist König or The Customer is King ”, and “O kyakusama wa kamisama desu or Customer is

Customer Experience 81

Customer Experience Interactive Voice Response Contact Center Contact center software 81

Brad Cleveland Blog

MARCH 22, 2017

Are you looking for a way to incorporate long-term improvement into your team meetings? Take a few minutes during your next team meeting to watch a brief video on customer service and then discuss it as a group. Too often team meetings focus on urgent problems at the expense of future growth and development.

Customer Service 20

Customer Service Contact Center Call Center 20