ShepHyken
APRIL 28, 2017
This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. This will help lead you to forming important relationship with your customer. – Shep Hyken. Customer service needs customer data. Priceless customer information is generated every time a customer interacts with you.
Amity
APRIL 28, 2017
Over the course of my career, I’ve interviewed hundreds, if not thousands of people. In my time as a recruiter, I would interview at least twenty people a month. For the most part, my interview strategy and questions have remained fairly consistent. That is until I started interviewing Customer Success Managers over the past few years. I’ve added a new question to my arsenal: What is your definition of Customer Success?
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360Connext
APRIL 28, 2017
It’s all about your people. And it’s also about…your people. Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. They are valuable reminders of how customers are people, and they respond best to people who understand their situation, and better yet, understand how important their roles are in delivering an exceptional experience.
Topdown
APRIL 28, 2017
Document Strategy Forum ‘17 is a major trade show for the Customer Communications Management (CCM) industry. With its forward-looking focus and themes, DSF is, in our opinion, the best industry conference to get a sense of the current and future state of customer communications. Because of that, we’re really looking forward to being at DSF May 1-3 in Chicago.
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Uniphore
APRIL 28, 2017
Every company loves positive feedback, but the truth is it’s the negative feedback that really drives the company’s long-term success. How so? Just like any real and important relationship, only when customers complain, do companies truly discover, and hopefully solve, customer problems as they arise. Read More.
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OvniSource - Ovniblog
APRIL 28, 2017
Sharing Enterprise Data Today’s enterprises face a major challenge with associating and exchanging data and events related to the entire life cycle of the transactions. Transactions are processed by major and dispersed parts of their business operations, and especially in between telecom platforms, WFO products, and CRM software. Automating data unification and media from each […].
Influitive
APRIL 28, 2017
The role of B2B communities is shifting. In the past, they tended to devolve into quiet support portals (or, at worst, ghost towns). However, as customer engagement and retention become increasingly important in a subscription-based world, marketers and community managers are focusing on leveraging communities to impact these metrics instead. This focus on customer experience is.
Brad Cleveland Blog
APRIL 28, 2017
Contact centers must handle most customer-related work as it happens, so resource mismatches quickly result in big problems. It’s essential that those making staffing decisions have a basic understanding of how base staff is calculated in order to match the time-sensitive workload of … Continue reading → The post Matching Staff to Workload appeared first on Brad Cleveland.
Verint
APRIL 28, 2017
This week, large city and county CIOs and CTOs came together at the Government Technology (GovTech) Digital Communities Large City/County Fly-In in Washington, D.C. Just like their commercial counterparts, government agencies are trying to handle the significant challenges that face them today.
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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
Brad Cleveland Blog
APRIL 28, 2017
Contact centers must handle most customer-related work as it happens, so resource mismatches quickly result in big problems. It’s essential that those making staffing decisions have a basic understanding of how base staff is calculated in order to match the time-sensitive workload of customer contacts. This 6 minute video from one of my Lynda.
Brad Cleveland Blog
APRIL 28, 2017
Contact centers must handle most customer-related work as it happens, so resource mismatches quickly result in big problems. It’s essential that those making staffing decisions have a basic understanding of how base staff is calculated in order to match the time-sensitive workload of customer contacts. This 6 minute video from one of my Lynda.
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