Beyond Philosophy

APRIL 5, 2017

Of course, we all make mistakes. Some of us make mistakes multiple times a day. Businesses need to be mindful of mistakes they make that impact their employees and customers. Company Apology Guidelines. A Company needs to have clear guidelines for handling a mishap and how to deliver an apology message. Also, someone in a Senior role needs to sound remorseful and express truthfulness when something wrong has occurred.

Journey mapping 334

Journey mapping Accountability Banking Personalization 334

ShepHyken

APRIL 5, 2017

One of our faithful Shepard Letter subscribers, Warren Danziger, emailed a great story worth sharing with everyone. The short version of the story is as follows: It was time to call the HVAC company that Warren had used for years to come out for the semi-annual inspection of his air conditioner and furnace. As usual, he received excellent service. Shortly after the service call he received an email requesting he complete a survey, which he was happy to do.

Surveys 221

Surveys Customer Service Personalization Customer Experience 221

Contact Center Pipeline

APRIL 5, 2017

Last week, I was hanging out at SWPP’s 2017 Annual Conference in Nashville. One thing I especially enjoy about this conference (besides the sessions) is walking through the showroom to catch up on the latest cool WFM features, products, and technology from industry vendors. I visited 16 vendor booths this year, and asked them: “What […].

Technology 100

Technology Contact Center Call Center Management 100

CustomerGauge

APRIL 5, 2017

Introducing Next-Generation Net Promoter® It’s time to shake up the status quo and forge a new path in the Net Promoter Score® narrative. Welcome to Next-Generation Net Promoter®, the newest methodology from our latest white paper. See how this new model evolved over time to become the current industry-standard for Net Promoter Score and the NPS® […].

industry standards 60

industry standards 60

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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

APRIL 5, 2017

Let’s say your sales team closes a huge deal. Then one year later, that client decides not to renew. What went wrong? If you’re not sure, it may be time to reexamine your onboarding process. Customer success teams in businesses with recurring revenue spend a significant portion of their time strategizing ways to get a leg up on churn using reactive approaches, without taking the proper steps to build success from day one.

Finance 65

Finance Benchmark Sales Analytics 65

Eptica

APRIL 5, 2017

Date: Wednesday, April 5, 2017 Why customer experience is central to digital transformation in insurance. Published on: April 05, 2017. Author: Angus Prentice The insurance industry is facing enormous pressures. Customer expectations are rising, regulation is increasing and digital transformation is fundamentally changing how insurers operate , while lowering the barriers to entry for new competitors.

Customer Experience 49

Customer Experience Multichannel Marketing Technology 49

NICE inContact

APRIL 5, 2017

The fashion world constantly needs shaking up, and TechStyle is doing exactly that. By providing monthly shipments of trend-setting clothing for subscribers, TechStyle is reinventing retail for millions of its customers. Whether it’s the active wear of Fabletics, footwear with Shoedazzle, women’s fashion from JustFab, or children’s items via FabKids, TechStyle’s great taste doesn’t stop at clothing.

Contact Center 48

Contact Center Customer Service outsourcing Scripts 48

Mindtouch

APRIL 5, 2017

MindTouch has been named one of the Hot 100 best privately held software companies by JMP Securities , a full-service investment bank. The Hot 100 list is compiled each year based on the evaluation of multiple criteria, including financial growth, products and services, quality of leadership, customers, and market potential. MindTouch is thrilled to be recognized by JMP Securities as a top software company.

Banking 48

Banking Engineering Self service Marketing 48

West

APRIL 5, 2017

West is proud to receive a 2017 CRM Service Leader Award for Contact Center Infrastructure. Recognizing the major role the contact center plays in a company’s customer experience and bottom line, West designed its contact center offering with the intent to connect interactions across multiple channels, boost agent productivity, increase connection rates and build long-term brand advocates.

CRM 48

CRM Contact Center Multichannel Cloud contact 48

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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

DMG Consulting

APRIL 5, 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. Phone This field is for validation purposes and should be left unchanged. Close. Scouting Report: Real-Time Adaptive Scheduling—WFM’s Next Evolutionary Step. 3/21/2017.

Contact Center 48

Contact Center Service level Consulting Consulting 48

CX Journey

APRIL 5, 2017

Image courtesy of Castles, Capes & Clones I originally wrote today's post for Clicktools. It was published on their blog on June 7, 2016. I've made slight modifications. Are you following the 10 Commandments of Customer Experiences? Or is it time for a confession? In May 2016, I spoke at CallidusCloud Connections (C3); if you've never been to this event, be sure to check it out this year!

Customer Experience 57

Customer Experience Customer centricity Accountability Feedback 57

ForeSee

APRIL 5, 2017

We’re kicking off our 11th annual ForeSee Summit in Phoenix, Arizona with some great news — today we announced record revenue in 2016 and the 16th consecutive year of growth. The post ForeSee reports record revenue appeared first on ForeSee.

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delighted

APRIL 5, 2017

Haphazardly crafted surveys are everywhere. It’s an epidemic. Surveys can suffer from a variety of issues, and they all result in the cardinal sin of squandering customers’ precious attention. One of the most notorious time wasters is when a company asks for information they already have. Consider this all too common scenario: You book a flight to Maui for a long overdue vacation.

Airlines 40

Airlines Surveys Feedback Engineering 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

CSM Magazine

APRIL 5, 2017

Outsource Consultants , a leading call center outsourcing advisory firm, hired call center industry veteran Dave LaBatt as the Vice President of Global Sales in March 2017. Dave LaBatt has over 20 years of BPO and call center outsourcing experience and has sold and managed accounts with leading Fortune 500 and mid-sized companies in addition to strategic consulting services.

Consulting 40

Consulting Consulting outsourcing Sales 40

Brad Cleveland Blog

APRIL 5, 2017

Kathryn Kemp Guylay recently interviewed me on her Mountain Mantras Podcast. The topic is customer focus and how to be there for your customers. You can listen here or on iTunes. The post Be There for Your Customers Podcast appeared first on Brad Cleveland.

Contact Center 26

Contact Center Call Center Customer Service 26

Verint

APRIL 5, 2017

A new report by Forrester Research, titled Transform Government from the Outside In , states that “governments should run more like businesses.” One area where local and federal governments can follow the lead of their private sector brethren is with their online services.

Government 28

Government 28

Brad Cleveland Blog

APRIL 5, 2017

Kathryn Kemp Guylay recently interviewed me on her Mountain Mantras Podcast. The topic is customer focus and how to be there for your customers. You can listen here or on iTunes.

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

Brad Cleveland Blog

APRIL 5, 2017

Kathryn Kemp Guylay recently interviewed me on her Mountain Mantras Podcast. The topic is customer focus and how to be there for your customers. You can listen here or on iTunes.

Contact Center 20

Contact Center Call Center Customer Service 20