Customers That Stick
JULY 13, 2018
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Jon Arnold
JULY 13, 2018
That's the title of my latest post for No Jitter. Am a bit behind posting about it, as I'm on vacation this week. This time around, I'm drawing from a current study commissioned by RingCentral about how contact centers are trying to embrace new technology to meet changing customer needs. Digital transformation is a big theme, as is the cloud and CX, and addressing them all isn't easy.
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Beyond Philosophy
JULY 13, 2018
We discuss the key principle of scarcity with guest Professor Kelly Goldsmith, Ph.D., Professor of Marketing at Vanderbuilt University. Kelly is a behavioral scientist who examines consumers’ responses to uncertainty and scarcity, uncovering and explaining seemingly paradoxical effects. The post Are You Making The Most Of Scarcity As A Marketing Strategy?
Answer Dash
JULY 13, 2018
Consumers are increasingly aware of and satisfied with AI-enabled experiences but expect the human presence. How consumers engage with businesses is evolving dramatically. Organizations are using this technology to achieve a range of business goals, such as: influencing sales, boosting operations, driving customer engagement, and generating insights.
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Influitive
JULY 13, 2018
Looking to work your way into tough-to-crack ABM target accounts? Let me tell you something. No volume of banner ads, emails, LinkedIn messages, or cold calls will establish the trust you need to start those conversations. Your prospects crave relevancy and authenticity, and they will ignore any messages that don’t speak to them. They want.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Amity
JULY 13, 2018
The World Cup is now behind us. In every corner of the world, the past month brought about joy, pain, sadness, but mostly lots of friendly fun and celebrations. While watching the world’s best teams battle for the cup, we couldn’t help but notice some similarities between what was onscreen, and what was happening in our daily lives. Some might say we’re obsessed with customer success, but we know we’re not the only CS fanatics here!
SharpenCX
JULY 13, 2018
Isn’t the best complaint the one that never has to be delivered? More and more interactions between customers and companies are taking place in public via social media, review sites, and the like, raising the stakes on your experience. Attention and budgets are growing, yet the overwhelming majority of customer service resources are reactive. Team [.].
Robert Davis
JULY 13, 2018
By Brad Baumunk, President and COO, Robert C. Davis and Associates. In February 2018, Blake Morgan wrote an excellent article “The Un-Ignorable Link Between Employee Experience And Customer Experience,” published on Forbes.com ( [link] ). If your organization has a contact center, the employees answering the phones, responding to customer emails, chat, SMS, social media, etc., are the face of the organization.
Customer Experience Matters
JULY 13, 2018
Hopefully you already seen that Temkin Group has called 2018, The Year of Humanity. We’ve been focused on finding ways to help people increase humanity as individuals, as CX professionals, and as a collective community. In our latest survey of CX professionals, we asked respondents to estimate how often employees in their organizations demonstrate three traits of humanity: Embrace diversity.
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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
Enghouse Interactive
JULY 13, 2018
Microsoft Inspire – perhaps you’ve heard of it? The Enghouse Interactive team will be on hand to showcase our award-winning, omni-channel contact center and customer experience solutions at Microsoft Inspire July 15 – 19 in Las Vegas, NV and we would LOVE to connect with you there! With over 600 Skype for Business deployments globally, totaling more than 15,000 active concurrent agents, Enghouse continues to lead the way in empowering partners with the resources to leverage Microsoft’s unified c
FiveStars
JULY 13, 2018
As a Fivestars local business, you’ve been receiving a Weekly Summary email to get a quick overview on the performance of your Fivestars program. It provides essential insights week-to-week to ensure your program is bringing in as many customers as possible, new and existing alike. Now, we’re making it even easier for you to watch […]. The post Introducing the new Fivestars Weekly Summary!
Waterfield Technologies
JULY 13, 2018
Businesses spend millions marketing their products trying to satisfy existing customers and gain new ones. A great Customer Experience is at the top of the list when looking at ways […]. The post How The Callback Option Can Improve Your Contact Center Performance appeared first on Waterfield Technologies.
SmartAction
JULY 13, 2018
With AI adoption within contact centers at an all-time high, the Los Angeles based company is prepared to scale its impact as the market searches for omni-channel automation approaches to offload the conversations handled by live agents today. El Segundo, CA – July 12, 2018 – SmartAction, the leading AI virtual assistant solution for call centers, today announced the appointment of Brian Morin as Chief Marketing Officer, who brings deep experience in growing and scaling B2B tech companies in hig
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.
Robert C. Davis and Associates
JULY 13, 2018
By Brad Baumunk, President and COO, Robert C. Davis and Associates. In February 2018, Blake Morgan wrote an excellent article “The Un-Ignorable Link Between Employee Experience And Customer Experience,” published on Forbes.com ( [link] ). If your organization has a contact center, the employees answering the phones, responding to customer emails, chat, SMS, social media, etc., are the face of the organization.
Jon Arnold
JULY 13, 2018
Just a quick heads-up on this. My subscribers already have the curreent edition, and if you'd like to get it, you just need to sign up here - or wander around my website to find a signup page. Of particular interest may be the podcast , where I partner again with long-time colleague Chris Fine. This time around, we take a closer look at some findings from the recent Internet Trends 2018 report , compiled by tech guru Mary Meeker.
ShepHyken
JULY 13, 2018
This week we feature an article by Christa Heibel about how investing in a personalized customer experience can create life-long customers in the B2B space. – Shep Hyken. If you’ve been habituated to think that the customer experience (CX) is strictly for B2C (business serving customers) verticals, you’re not alone. Most businesses have traditionally focused on separating the customer experience from B2B (business serving other businesses) channels, or not giving it adequate attention because o
aircall
JULY 13, 2018
Choosing a phone system isn’t like shopping for jeans. If a phone system is awkwardly tight around your calves, you can’t just return it with the tag still on. You may be stuck wearing that ill-fitting phone system until your contract runs out. This is why your service level agreement is important. It’s an official document that clarifies what your provider is committed to delivering and what happens when they don’t.
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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.
TeamSupport
JULY 13, 2018
In business, sometimes making the wrong decision is worse than making no decision at all. This is especially true when it comes to the customer service industry. With customers being the foundation of so many businesses, going against their needs can be a make or break decision. And, in the fast-paced technology age we live in, making the wrong call is costlier than ever before.
aircall
JULY 13, 2018
Choosing a phone system isn’t like shopping for jeans. If a phone system is awkwardly tight around your calves, you can’t just return it with the tag still on. You may be stuck wearing that ill-fitting phone system until your contract runs out. This is why your service level agreement is important. It’s an official document that clarifies what your provider is committed to delivering and what happens when they don’t.
TeamSupport
JULY 13, 2018
In business, sometimes making the wrong decision is worse than making no decision at all. This is especially true when it comes to the customer service industry. With customers being the foundation of so many businesses, going against their needs can be a make or break decision. And, in the fast-paced technology age we live in, making the wrong call is costlier than ever before.
aircall
JULY 13, 2018
Choosing a phone system isn’t like shopping for jeans. If a phone system is awkwardly tight around your calves, you can’t just return it with the tag still on. You may be stuck wearing that ill-fitting phone system until your contract runs out. This is why your service level agreement is important. It’s an official document that clarifies what your provider is committed to delivering and what happens when they don’t.
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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