Beyond Philosophy
APRIL 26, 2017
Theme parks aren’t really my cup of tea, partly because I don’t see the point of buying a $100 ticket so I can spend half my day sweating in long lines. Surely there are places that will let me stand in line for free! Universal Orlando seems to have heard me, or the tens of thousands of other people who say that standing in a two-hour line isn’t their idea of a good time.
ShepHyken
APRIL 26, 2017
Every week I stay at different hotels around the world as I travel for my speaking engagements. And, every morning I get up in these hotels and take a shower. I reach in to turn the knob for the water, which is usually a few feet below the showerhead. I turn the knob to what I hope is the correct water temperature and pull my arm out just as fast as I can – to avoid the cold water that is about to shoot out of the nozzle and hit my arm or other parts of my body.
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Callminer
APRIL 26, 2017
Definition of First Call Resolution First-call resolution (FCR) is an important contact center metric and element of customer relationship management (CRM). The term is self-explanatory: a contact center’s ability to resolve customer problems, questions or needs the first time they call, with no follow-up required. FCR not only helps gauge customer satisfaction – the higher […].
CustomerGauge
APRIL 26, 2017
NPSBenchmarks.com is very excited to welcome back Dr. James Borderick, Head of Customer Experience Analytics at HPE Software, for the second part of our interview series with HPE Software. Last time, James sat down with us to discuss some NPS ® 101 – why HPE Software started using NPS, the challenges it faced, frequency of […]. The post HPE Software On How To Close The Loop & Drive Revenue Growth [Interview] appeared first on CustomerGauge.
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Callminer
APRIL 26, 2017
Definition of First Call Resolution. First-call resolution (FCR) is an important contact center metric and element of customer relationship management (CRM). The term is self-explanatory: a contact center’s ability to resolve customer problems, questions or needs the first time they call , with no follow-up required. FCR not only helps gauge customer satisfaction – the higher your first-call resolution rate, the more satisfied your customers tend to be – and, as a result, drive customer loyalty
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 26, 2017
We created Custom Notifications to help you get feedback in the right hands immediately, so your team can close the loop faster.
Eptica
APRIL 26, 2017
Date: Wednesday, April 26, 2017 Customer Experience in action through Artificial Intelligence. Published on: April 26, 2017. Author: Olivier Njamfa Winning and retaining customer loyalty is vital for every business. In the face of increasing competition and more demanding consumers, organizations therefore need to go beyond simply delivering excellent service and put customers at the heart of what they do.
Clarabridge
APRIL 26, 2017
There are many ways to measure the effect of your customer experience efforts. Both Net Promoter Score® (NPS) and customer experience surveys are useful ways to understand how your customers feel about you. But is there a way to get even more value out of these surveys? In a recent blog post, Net Promoter Score and Customer Feedback Consultant Adam Ramshaw outlines some ways to set targets for NPS surveys.
CX Journey
APRIL 26, 2017
Image courtesy of m kasahara I originally wrote today's post for Clicktools. It was published on their blog on July 6, 2016. I've made slight modifications. Some pundits would have you believe that surveys are dead, that they are no longer important for customer listening and understanding. I beg to differ. Yes, there are several other ways in which companies can listen to customers and learn how well they’re delivering on the experience, but surveys aren’t going anywhere.
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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
GetFeedback
APRIL 26, 2017
We created Custom Notifications to help you get feedback in the right hands immediately, so your team can close the loop faster.
Amity
APRIL 26, 2017
SaaS Tattler Issue 103: Tales of Terrible Customer Service. It’s called SaaS for a reason: Software as a SERVICE. So, while Customer Success is tasked with much more than customer service, they are the ones - along with support - who interact with customers all day long, and they are the ones who represent your brand through various types of interactions.
GetFeedback
APRIL 26, 2017
We sat down with Peapack-Gladstone Bank to understand why they tapped into GetFeedback to supercharge their client experience.
delighted
APRIL 26, 2017
Running a successful NPS program is more than simply asking your customers for feedback. It’s about using that feedback to fundamentally improve your product or service. But an often under valued aspect of doing NPS well is rigorously following up with detractors – folks who didn’t have a great experience and wouldn’t recommend you. We’ve worked with thousands of companies who have seen the power of following up with detractors and we’ve compiled the top 12 reasons you you should follow up with
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.
Topdown
APRIL 26, 2017
Not all customer communications management (CCM) software is created equal. In fact, there’s a fairly broad spectrum of solutions, ranging from lightweight Microsoft Word and SalesForce.com (SFDC) plugins to complex and powerful (and costly ) multifunctional enterprise-grade platforms. But how can you tell if a solution that lies somewhere along that continuum has the features you need to get enterprise-grade CCM outcomes for your business without unneeded complexity and expense?
CSM Magazine
APRIL 26, 2017
Myra Golden shares 7 useful questions when interviewing prospective customer service employees. There was a time when customer service departments and jobs were solely reactive. The job was to answer questions and resolve problems. But increased competition and higher expectations from customers have led companies to require customer service professionals to take on a more proactive role.
REVE Systems
APRIL 26, 2017
Do you know a survey report says, 99% enterprise IT professionals consider mobility as a priority? At present new terms like BYOD (Bring Your Own Device), Mobile VoIP, Unified Communication has become viral in the virtualized business world and main aim is to ensure mobility. Modern Business world is moving from traditional phone system (PBX) to virtual softphone.
CSM Magazine
APRIL 26, 2017
Few companies deliver what I call Moments of Magnificence to customers. It shouldn’t be that way. It doesn’t have to be that way. The drive to improve customer loyalty has received an unprecedented amount of attention by companies worldwide. The Bureau of Labor Statistics, the American Society for Quality and other studies report that the additional focus isn’t making a difference.
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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.
USAN
APRIL 26, 2017
The First Step in Planning Your Self-Service Investment. Planning your self-service investments means making decisions across multiple disciplines. USAN, in association with ContactBabel, has just published a nearly 200-page report on that topic—50 charts deep, covering all the critical topics that make up today’s self-service investment strategy. Those topics include transitioning to self-service, evaluating ROI, defining the costs and complexities of creating a self-service knowledge base—and
ForeSee
APRIL 26, 2017
Plenty is currently being discussed in business circles and financial publications about the state of the American retail industry, which is experiencing a big shift in operations and strategies toward. The post Retail isn’t at a tipping point, it’s at the beginning of an omnichannel revolution appeared first on ForeSee.
Brad Cleveland Blog
APRIL 26, 2017
The post Leaders Need to Spend Time on the Frontline appeared first on Brad Cleveland.
Provide Support
APRIL 26, 2017
There’s no question that live chat is getting huge as more and more businesses are adopting the tool to stay competitive in the industry. In fact, according to Gartner , by 2018, over 80% of companies will offer some form of live chat on their website or on mobile devices to interact with their customers. Is your business still lagging behind the trend?
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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