Beyond Philosophy
APRIL 19, 2017
A new Kibo study called the “ Consumer Trends Report, 2017 Edition ” reveals that 76% of respondents research prices on a product they want to buy, up 10% from the year previous. Moreover, 68% said price is the biggest reasons they shop where they do. These numbers would lead one to believe that price is still king in Customer Experience, but one would be wrong.
ShepHyken
APRIL 19, 2017
Last week was a bad week for the airlines. The United Airlines customer service debacle hurt all airlines, not just the United brand. It’s not uncommon for flights to be overbooked, delayed and cancelled. Passengers get angry. Airline personnel get angry. “Travel hassle” can be very stressful on everybody. I love it when I take a flight that is on time.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Contact Center Pipeline
APRIL 19, 2017
Launching a contact center is like a juggling act. You may want to start simply by throwing and catching one ball correctly, but soon there are three or four balls that you’re trying to keep in the air. A competent juggler might want to stick there for a while, but the master juggler is already […].
ijgolding
APRIL 19, 2017
This month, in my exclusive column for CustomerThink, I continue to explore in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. I must remind readers that the ‘tips’ are in no particular order – tip number five is no less important than tip number one – although all the tips are connected to each other in some way.
Advertisement
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.
ClearAction
APRIL 19, 2017
10 Keys to Organic Growth via Customer Experience Lynn Hunsaker. User experience design, customer care, CRM, VoC, engagement / retention / loyalty programs — all of these inject insights and tailoring to customers’ needs and the company’s growth. However, the combination of these efforts falls short of what’s need for idiot-proofed customer experience excellence.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Influitive
APRIL 19, 2017
When it costs 6X more to attract a new customer than it does to keep an existing one, does it still make sense for marketers to focus mainly on generating new leads, rather than nurturing current customers? (Nope!) As more and more companies turn their focus away from short-lived marketing campaigns, and towards building ongoing.
Customer Relationship Metrics
APRIL 19, 2017
Have you set a goal, or even a requirement, about how many calls your agents should handle each hour or for the day? Are the agents aware of how their hourly total is progressing? How many calls should agents handle in an hour? Click to Tweet. Setting such a goal is natural. You can easily quantify the metric and easily report it. But, is it as simple as that?
West
APRIL 19, 2017
Doug Thompson, Director of Product Development. According to Google, 87 percent of people now have their phones by their sides at all times. [i] Despite many utilities recognizing the need to address ever-rising customer mobility with newer, more proactive communication strategies, they still fail to make it a priority. In my recent article published in CS Week’s Spring edition of Newsline Magazine (Page 3) , I explore the customer experience (CX) challenges today’s utilities face, and offer my
GetFeedback
APRIL 19, 2017
In the financial services industry, client relationships hinge on more than just customer service.
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.
aircall
APRIL 19, 2017
More and more businesses and teams lean in favor of working across time zones, but engineering the success of remote teams is a balancing act. Managing a team working across time zones conjures up chilling imagines: missed meetings, botched communication, teammates in Asia staying up late to chat to a Californian having his morning coffee. We know the feeling of burnt out disorientation that results from travelling over multiple time zones.
CX Journey
APRIL 19, 2017
Image courtesy of pedrosimoes7 Do people leave managers or do they leave companies? My last few posts have focused a bit more on culture and leadership (or lack thereof); in today's post, I'll continue the trend with a focus on management sins. I found three separate items that I wanted to share with you, all quite interesting, some with overlap. The first is a whitepaper I recently came across titled 7 Deadly Sins of Management™.
Uniphore
APRIL 19, 2017
Once upon a time, price and quality were the essence of brand loyalty, but today the customer experience is playing a much larger role more in the brands people choose. As the Millennial generation has become the largest worldwide, the standards are higher than ever to provide a customer experience that will meet the expectations of this generation, and the failure to do so is leading many customers to look for brands that will.
ClientSuccess
APRIL 19, 2017
For Customer Success Managers (CSMs), every customer account is critical. For a CSM, “earning a seat at a customer account” means you become the trusted advisor your client uses to achieve goals and make positive impacts. The internal decision makers of your account trust and respect your input enough to give you the inside scoop to their strategy, focus, and future growth.
Advertisement
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.
delighted
APRIL 19, 2017
You walk into your favorite coffee shop – you’ve been here dozens of times before. You order your typical cappuccino, and wait for the barista to ask for your name. You’re not quite sure if they remember you. This is when some baristas will simply ask, “What’s your name?”. Some will soften it a bit and ask, “What name should we use?” – a minor adjustment that avoids the full concession that they don’t recognize you.
Verint
APRIL 19, 2017
Gamification, the application of gaming mechanics to motivate a specific behavior, is no longer a buzzword according to Tim Bradshaw, correspondent for the Financial Times in his recent article, “Pokémon Go Shows Gamification Is Far from Dead.” 1. The term gamification first gained widespread usage around 2010, but adoption of gamification in business environments was seen mostly as a passing trend—something to satisfy the perceived needs of millennials.
SharpenCX
APRIL 19, 2017
Automation technology, like IVR and chatbots have become essential technologies in contact centers. Why? Because if it’s too hard to conduct simple business with you, your customers are going to bail…if they haven’t already.While 80% of companies claim to offer superior customer service, only 8% of their actual customers assign them the same grade.If you [.].
Expert insights. Personalized for you.
307 
Let's personalize your content