Contact Center Pipeline
APRIL 6, 2017
Thanks to the rise of mobile texting and messaging apps, “chatbots” are causing a stir in the world of customer service. In 2016, Business Insider UK wrote that the most powerful tech companies think chatbots are the next best thing since the iPhone. Indeed, Facebook now allows businesses to deliver automated customer support, e-commerce guidance, […].
Win the Customer
APRIL 6, 2017
Customer relationship management software has become an essential sales tool for businesses. The global CRM market grew 12.3 percent from 2014 to 2015, from $23.4 billion to $26.3 billion , Gartner reported. By 2020, the market is expected to be worth $48.4 billion. As CRM use has grown more widespread, the number of CRM options available to businesses has proliferated.
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Kayako
APRIL 6, 2017
Where do you begin when you develop a new product or feature? Product development can seem overwhelming. There are so many moving parts that trying to create something valuable from nothing can seem impossible. And with so many stakeholders to please, whose opinion should you seek? All too often a product development cycle starts with market research, gets approved by the board, developed and sold by a sales team before support is ever involved.
aircall
APRIL 6, 2017
Consumers don’t purchase products primarily for their functions. In fact, function is simply a means to deliver what a customer really wants: benefit. A customer buys a product for the perceived benefit he will gain from it. This perceived benefit, in addition to his opinion of the product, are what create customer perceived value. Customer perceived value defined.
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Up Your Service
APRIL 6, 2017
DON’T BE CONFUSED! Service is the foundation for a strong and sustainable culture – and not just one of the many arrows of interest in business. In this short video, Ron explains why service is the fundamental platform for everything else in business, including sales, products, distribution, employee engagement, and more. In this 5 minute video clip, Ron Kaufman unravels the difference between a confused culture and an aligned service culture.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
GetFeedback
APRIL 6, 2017
Learn how BRP’s family of powersport brands turn to GetFeedback to measure and understand customer experience and boost dealer insights.
Strategic Contact
APRIL 6, 2017
Everyone wants to know what challenges people face overall, and within their center size and industry. There are so many possible changes to pursue, not to mention the barrage of input from various industry sources. As such, it’s invaluable to learn what priorities are really making it to the top of “to do” lists. Top.
Influitive
APRIL 6, 2017
This is the sixth post in a series about launching a customer advocacy program. In the first post in the series, we looked at building a team. The second post looked at data integrity. The third post focused on best practices for communicating with advocates. In the fourth post, we looked at best practices for.
CSM Magazine
APRIL 6, 2017
We all know how kids love Lego and 7-year-old Luka is no exception. In fact Luke loves LEGO so much he spent all of his Christmas money on the new Ninjago Ultrasonic Raider set. Imagine his dismay when he lost one of his favorite Raiders, Jay ZX at the grocery store—especially after not listening to his dad’s advice to leave his LEGO at home. In desperation, Luke’s dad suggested he might try writing to LEGO customer service to see if he could get his beloved Jay ZX replaced.
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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
Verint
APRIL 6, 2017
In my previous blog I discussed the importance of your customers trusting you with their information. While they do want you to tailor your service to their preferences—as we all know—they also want you to keep their personal data secure in the process. This isn’t an easy road to walk, so let’s explore what that looks like in reality.
Brad Cleveland Blog
APRIL 6, 2017
The post Boosting the Strategic Value of Your Customer Service Operation appeared first on Brad Cleveland.
360Connext
APRIL 6, 2017
Service culture is the holy grail for many organizations. It’s the secret sauce of those companies we hold up as the role models of customer-centricity. Companies like Rackspace or Safelite are well-known disruptors in their industries simply because they focus like crazy on their customers. So customer service expert and author Jeff Toister decided to find out: what makes them tick?
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.
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