ShepHyken
MAY 2, 2017
Chris McCann, CEO of 1-800-Flowers, Shares How to Gain the Competitive Advantage. Can listening to your customers’ needs and wants actually provide a new strategic direction for your business? Shep Hyken interviews Chris McCann, the President and CEO of 1-800-Flowers, who talks about how they built their business to more than a billion dollars in revenue based on customer feedback.
Contact Center Pipeline
MAY 2, 2017
Know what I love best about the contact center industry? It is as relevant and as important today as ever. We are continuously challenged to find better processes to improve our customer experiences and employee successes. This month we address many of the issues contributing to our experiences and successes. Take a look: FEATURE […].
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Influitive
MAY 2, 2017
Do you feel awkward asking customers for referrals? You shouldn’t. According to SalesStaff, 91% of satisfied customers say they’d give referrals. Yet, on average, only 29% of customers do. Why? It’s likely because you haven’t asked them. Or, at least, not in the right way. Barraging customers with emails asking for referrals isn’t going to.
Andrew Mcfarland
MAY 2, 2017
Never a group to shy away from a public thrashing, Congress has weighed in on the bad customer service provided by United and other airlines. But, like most things from Congress, their threats amount to nothing more than continued posturing.
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ijgolding
MAY 2, 2017
Last week I wrote an article on the subject of ‘common sense’ To be more accurate, I wrote about the lack of common sense and how it’s absence was continuing to destroy customer experiences all over the world. One of the stories featured in the article was about United Airlines and their much publicised PR disaster caused by the practice of overbooking flights.
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West
MAY 2, 2017
Cinco de Mayo is nearly here, which means it’s time to keep an eye out for your nearest Mariachi band and celebrate the day that the citizens of Mexico gained their independence (Read through if you’re shaking your head!). When we think of independence, we think of the freedom to do things in the ways we want. Among smartphone and SMS/text messaging users, 64 percent prefer texting over voice customer service.
Toister Performance Solutions
MAY 2, 2017
We all know about the United Airlines dragging incident. Passenger buys a ticket and boards a plane. The passenger is later told to leave the plane, refuses, and gets dragged off by security. The world can't stop watching the horrifying video for at least a week. Oscar Munoz, United's CEO, has been making the media rounds to tell everyone he's really sorry and the airline will do better.
DMG Consulting
MAY 2, 2017
Thank you for your interest in DMG Consulting’s publications. Please complete the registration form below. First Name * Last Name Email Address *. Monthly DMG Newsletter. I would like to receive the monthly DMG Newsletter. Phone This field is for validation purposes and should be left unchanged. Close. IVR Optimization Improves Service and Reduces Costs. . 4/25/2017.
ClientSuccess
MAY 2, 2017
Imagine a bucket filled with holes. Now, imagine trying to keep that bucket full of water. Even as you add more into the bucket, the holes continue to leak out water, creating a vicious cycle that can go on forever. For Customer Success Managers (CSMs), the leaky bucket cycle is a real thing, it just involves customers rather than water. The Leaky Bucket Could Be Costing You.
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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
Jon Arnold
MAY 2, 2017
Well, this must be the longest I've ever gone without blogging - my last post was a month ago, doing my March writing roundup. Wow, time sure flies! I had no business travel in April, but was away on vacation for 9 days, and had a more than full writing schedule, including writing two white papers, and prepping for several upcoming conferences and speaking spots.
ForeSee
MAY 2, 2017
I am pleased to share that our parent company, Answers Corporation, successfully completed a court-approved debt restructuring process last month. I wanted to take this opportunity to explain what this. The post ForeSee emerges from parent company restructuring with zero debt and operational independence appeared first on ForeSee.
Clarabridge
MAY 2, 2017
A revolution is brewing in sunny Miami Beach thanks to our ninth annual Clarabridge Customer Connections (C3) Conference. More than 350 of the top CX professionals and inspirational thought-leaders from around the world have gathered at the iconic Fontainebleau Hotel to discuss the latest industry trends shaping Customer Experience Management (CEM) and Social Customer Service.
Verint
MAY 2, 2017
As we have covered in previous blogs, Verint is a company that is committed to developing customers for life. It’s refreshing to see outside-in examples that validate our guiding principle and how it’s taking hold in the market. Once again Verint solutions have been recognized, this time by DMG Consulting. We recently announced that we have received perfect scores—five out of five—in several key product satisfaction categories in DMG Consulting LLC’s new “2017/2018 Workforce Management Product a
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!
SharpenCX
MAY 2, 2017
Customers are tired of being told how every organization is all about them…especially when their frustrating experiences prove the opposite.All customers want is to have their issues resolved with minimal time/effort. This means not having to recontact an organization multiple times, re-explain their personal information, be transferred, or be put on hold.When it comes to [.].
LiveChat
MAY 2, 2017
Imagine going to the movie theater to watch the newest blockbuster, except when you get there, instead of one screen, there are five — all playing different movies. You’d have a hard time focusing on the movie you came to watch. That’s exactly what navigation links do to landing pages — distract prospects. I say that because only 16 percent of landing pages are free of navigation links.
CX Journey
MAY 2, 2017
Image courtesy of ARMLE Are you taking action on your customer data? I like to write about taking action and actionable insights because there's a serious lack of action when it comes to customer feedback. I've witnessed it for far too long. I've written about this topic a few times in the last several months: The Definition of #CX Insanity Do You Employ Actionability Thinking in Survey Design?
Uniphore
MAY 2, 2017
There are a number of steps that can be taken by organizations seeking to obtain a holistic view of their customers. It may prove to be a long process, but it will be worth it in the end. Read More.
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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.
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