Mon.Apr 17, 2017

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PR Nightmare! What United Should Have Done

Beyond Philosophy

When United Airlines brutally forced a senior citizen off a flight this week to accommodate United crew members, the social media world lit up like a Roman candle. You’ve probably seen the viral video of the man being seized by his arms and roughly dragged down the aisle by police officers, his shirt riding up, his face bloodied, and his glasses skewed on his head as horrified passengers watched.

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5 Top Customer Service Articles For the Week of April 17, 2017

ShepHyken

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Getting More Referrals = Letting People Your Customers Care About Know About Brands That Care About Them by Joseph Michelli. (Joseph Michelli) Here are some broad approaches to activating promoter behavior in your loyal customer base.

Airlines 198
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41 Marketing and Sales Experts Reveal the Most Under-Utilized Way to Capture the Voice of the Customer and How to Better Leverage It

Callminer

To learn about the various methods for capturing the VoC that go overlooked by customer-facing organizations, we asked a panel of experts to weigh in.

Sales 182
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In Celebration of Customer Loyalty Month, Here’s Some “Anti-United Airlines” Stories

Steve DiGioia

lets highlight some great examples of service This original article was written by Steve DiGioia. April is Customer Loyalty Month. To celebrate, I share a few examples of great service that were submitted by the loyal readers of this blog. It’s nice to read something positive – aren’t we all getting tired of that United Airlines story? Lindsey Hartig , Marketing Manager at Martin Resorts on California’s Central Coast, shares this story….

Airlines 133
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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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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Dustin Yu Shares Getting More Conversions with Live Chat

CX Global Media

Chat has long been touted as a means to lower costs in contact centers. But in today’s marketplace that is a blind way to view chat. You must see that chat is a way for you to get more conversions and drive higher revenue while saving costs. If you do not include getting more conversions in your chat strategy then your cost cutting focus will mask your sales loss dilemma.

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3 Ways to Win Big When Customers Are Furious

360Connext

Have you ever had to deal with a customer who was really angry? While most days aren’t perfect, if generally takes a lot for us to get red-in-the-face angry. Of course there are exceptions to this rule, and some people are just plain nasty. But most of us don’t set out looking for conflict, and that includes your customers. So let’s talk about when customers are furious- when they are so angry they yell at representatives of your company.

Feedback 109
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Announcing the People’s Choice: TOP 100 Customer Success Strategists of 2017

Mindtouch

We evaluated thousands of members within the Customer Success community and created a measurement that took into account a wide range of metrics including internet presence, influence, authorship, individual contributions, community engagement and participation. The TOP 100 Customer Success Strategists list is frequently updated and always evolving.

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NPS Black Belt Guide – White Belt: Taking on your boss

AskNicely

(developing executive buy-in). In the last post, we took a look at what NPS is and why you need to pay attention. In this post, we’re gonna to take a look at how you can achieve ‘executive buy in.’. After all, if your executives are not on board, your company can’t really benefit from NPS. The trouble is they probably won’t believe right off the bat, if you just tell them that NPS is awesome.

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Announcing the TOP 25 Customer Success Influencers of 2017

Mindtouch

UPDATE : See 2018 winners. “Get closer than ever to your customers. So close, in fact, that you tell them what they need well before they realize it themselves.” Steve Jobs. So whose responsibility is Customer Success? The answer is everybody’s—support agents, sales reps, marketers, product teams, etc.—and the reality is it’s an opportunity for everyone, internal and external, to advance utilizing your product or service.

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The Open CCaaS Advantage Report

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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Not Having Strategic Conversations with Customers? Here’s How to Fix That

Amity

I keep hearing “our Customer Success Managers need to have more strategic conversations with our customers.” I’ve heard this in numerous discussions with customer success executives over the last year. And more recently, I continued to hear the same thing while attending customer success conferences and meetups in San Francisco, Toronto, Denver, and Pittsburgh.

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NetBond connects your private network to the cloud

airespring

A recent State of the Cloud survey shows that 95% of enterprises have incorporated cloud into their business in some form or another. The reason for this is simple – reduced costs and increased agility. Cloud models allow enterprise businesses to quickly and easily scale, transfer operations between sites, and access business critical applications all while drastically cutting expenses.

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3 Steps to Increase Your Customer Success Budget

CSM Practice

To scale, one needs a bigger budget. You might need additional funds to purchase a Customer Success Operations System to automate playbooks and avoid unnecessary manual work. You might also need additional funds approved to hire additional Customer Success managers. Additional team members will help keep your CSM ratio reasonable and your team more proactive.

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Taking Action with NPS® in Salesforce

GetFeedback

See how Net Promoter Score® shifts to a metric that matters when you build out an integrated, action-oriented program.

Metrics 60
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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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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NetBond connects your private network to the cloud

airespring

A recent State of the Cloud survey shows that 95% of enterprises have incorporated cloud into their business in some form or another. The reason for this is simple – reduced costs and increased agility. Cloud models allow enterprise businesses to quickly and easily scale, transfer operations between sites, and access business critical applications all while drastically cutting expenses.

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MarTech Advisor on the Need to Integrate Marketing and Business

Topdown

In The Need for MarTech and Business Integration , SDL CMO Peggy Chen discusses the importance of proper integration of marketing technology and the business Impact of doing so. As the number of marketing technology (martech) solutions on the market is currently in the thousands and shows no signs of slowing, technology buying decisions continue to get more complex and confusing as time goes on.

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Leveraging technology to personalize the customer experience

Uniphore

Treating customers as individuals is not as hard as it may seem, provided you implement the right technologies into your center to enable such personalization. Read More.

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How to Get Your Customer Success Budget Increased

CSM Practice

To scale, one needs a bigger budget. You might need additional funds to purchase a Customer Success Operations system to automate playbooks and avoid unnecessary manual work. You might need additional funds approved to hire additional Customer Success managers. Additional team members will help keep your CSM ratio reasonable and your team more proactive.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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The Churn of the Digital Consumer

Verint

It’s no secret that consumers are growing more demanding, not less. Challenged by the growing customer preference for digital and the need to manage costs, organizations that succeed long-term will need to work hard to strike the right balance between the human and digital customer experience. Information Age recently took a look at this complex relationship between people and who they choose to do business with—through the lens of recent Verint and Opinium Research LLC global research.

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3 Ideas to Help Customer Service Employees Work Through Burnout

Myra Golden Media

The twentieth of May marks 16 years that I’ve been in business for myself, doing the things I’ve dreamt about, the things I love – training, writing, designing curriculum. I love where I am and what I do; yet recently I have experienced burnout. Guilt was my first response to burnout. How dare I feel bored, dis-interested and un-creative. So many people would be happy to be where I am; I should be grateful.