ShepHyken
APRIL 21, 2017
This week on our Friends on Friday guest blog post my colleague, Dianna Booher, shares ideas for handling tough personalities while offering great customer service. Solving customer problems is expected. The key is to do it in such a way that also restores confidence, even when the customer is difficult. – Shep Hyken. Know-it-alls walk the halls at almost every organization—from the basement to the executive floor.
Amity
APRIL 21, 2017
When it comes to managing relationships with your customers, the old axiom holds true: “Change is the only constant.” Because you know things will change - both positively and negatively - in your relationships with your customers, your customer success teams need to be proactive in managing the relationship. Being proactive means having a good plan on how to capitalize on regular events in the relationship lifecycle like business reviews, subscription renewals.
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Uniphore
APRIL 21, 2017
Once upon a time, price and quality were the essence of buying decisions, but today more and more people are choosing brands based on whether the overall customer experience meets their expectations, and the failure to do is leading customers to look for brands that will. As the Millennial generation has become the largest worldwide, it's now crucial that a brand’s customer service capabilities are ready to meet the needs of these customers and to provide the experience they expect.
ForeSee
APRIL 21, 2017
There’s a new demographic shaking up the retail status quo: Generation Z. Also known as post-millennials or the i-generation, this group, born after 1995, comprises more than one-quarter of the U.S. population and contributes over $44 billion to the American economy, according to a recent study. The post Here’s how retailers can meet Gen Z’s CX expectations – CMO.com appeared first on ForeSee.
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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
Talkdesk
APRIL 21, 2017
We’re less than a week away from celebrating the New Era of Customer Heroes at Opentalk 2017 in San Francisco! We have a fantastic lineup of speakers for this year’s summit and we’re thrilled to share the topics that they’ll be covering. This is just a teaser into the content we’ll be discussing at the event, but remember the only way to hear these incredible thought leaders for yourself is to buy a ticket.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Connecting the Dots
APRIL 21, 2017
CCMC ~. This podcast is brought to you by the Center for Services Leadership, a groundbreaking research center in the W.P Carey School of Business at Arizona State University. The Center for Services Leadership provides leading edge research and education in the science of service. Click to play: [link]. Please visit the host page for the podcast and transcript on the serviceleadershipblog.com webpage.
Brad Cleveland Blog
APRIL 21, 2017
Often I am asked what I look for in leadership. The question is usually something like, “You go into a lot of different organizations and see many different styles; what are your thoughts on what makes an effective leader?” It is a great question and a few things come to mind.
aircall
APRIL 21, 2017
There are many factors which will determine the success or failure of an outbound call effort. Most of these factors can be tipped in your favor with the right planning and preparedness. Approaching an outbound campaign requires a sound outbound calls strategy. Detail your outbound calls strategy. Your outbound call strategy needs to be defined long before anyone picks up the phone.
Brad Cleveland Blog
APRIL 21, 2017
Often I am asked what I look for in leadership. The question is usually something like, “You go into a lot of different organizations and see many different styles; what are your thoughts on what makes an effective leader?” It is a great question and a few things come to mind.
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 21, 2017
There are many factors which will determine the success or failure of an outbound call effort. Most of these factors can be tipped in your favor with the right planning and preparedness. Approaching an outbound campaign requires a sound outbound calls strategy. Detail your outbound calls strategy. Your outbound call strategy needs to be defined long before anyone picks up the phone.
LiveChat
APRIL 21, 2017
In social media world, many individuals are much more popular than brands themselves. They are so recognizable in social media that we might get interested in a company thanks to them, and not the other way around. Gary Vaynerchuck from Vayner Media? Neil Patel from CrazyEgg? Or a polish example, Michal Sadowski, who gets much more buzz in social media than his company, Brand24, itself.
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