Steve DiGioia

JULY 23, 2018

…talk about a poor customer experience! This original article was written by Steve DiGioia. The Wall Street Journal, in business since July 8, 1889, when their first issue was published, is the leader in a long line of online newspapers that have added a new word to our vocabulary; “paywall”. A paywall is a “method of restricting access to online content via a paid subscription as a way to increase revenue after years of decline in paid print readership and advertising revenue”, as cited by Wiki

Advertising 113

Advertising Customer Experience Customer Service 113

Customer Service Life

JULY 23, 2018

Did you (or do you plan to) take your lunch break today? I mean, really take your lunch break? Move away from your desk, actually eat a meal and maybe even talk with your coworkers? You may have worn (or currently still wear) the badge of hours worked. When you’re trying to get everything done, you rarely take your breaks. Yes, even if you are a salaried employee, you’re still human and you still need to take a break.

Surveys 97

Surveys Customer Service Contact Center 97

GetFeedback

JULY 23, 2018

Here’s a look at how progressive profiling can help businesses personalize their marketing and better connect with their buyers.

Personalization 60

Personalization Marketing 60

Mindtouch

JULY 23, 2018

Part workshop, part challenge and competition—always a rush! This is what the Lambda # Hackathon is all about. Lambda # (?#, as it is officially known) is a community of passionate technologists. The group is highly focused on Serverless Architecture,NET Core, and AWS Lambda. And each month, the group hosts a meetup at the MindTouch headquarters downtown.

APIs 48

APIs Engineering Technology 48

Advertisement

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

GetFeedback

JULY 23, 2018

Learn how to engage your prospects and improve your customer experience through an omni-channel customer journey map.

Journey mapping 60

Journey mapping Customer Experience 60

VocalCom

JULY 23, 2018

Designing great customer experiences begins with truly knowing your customers. While surveys reveal valuable insights about their needs, a global view of customer emotions and expectations across all channels is the real key to offering the services and products they want. Here are six essential rules for designing great experiences that reflect your customers’ needs.

Customer Experience 48

Customer Experience Journey mapping Contact center software Customer emotions 48

Kristina Evey

JULY 23, 2018

Episode 010 – The Last Impression of CX Counts More Than You Realize – Shownotes… You never get a second chance to make a first impression. The last impression needs as much focus as every other point in the customer journey. The last impression of their last interaction stays with them until the next time they contact you or someone from your company works with them.

Customer Experience 48

Customer Experience 48

Branch Mesenger

JULY 23, 2018

As a President’s Scholar at Southern Methodist University, I was fortunate enough to have a full scholarship along with access to dignitaries and business leaders. Al Casey was one of those leaders. And he happened to be teaching a class on leadership. I was nothing but fascinated by how he -- a real-life CEO -- made decisions. He was the CEO of American Airlines.

Airlines 48

Airlines Accountability Personalization Sales 48

Customer Experience Matters

JULY 23, 2018

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2018. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: To understand how companies are engaging their employees, we surveyed 178 large companies and compared their responses with similar studies we’ve conducted in previous years.

Employee engagement 50

Employee engagement Surveys Customer Experience Benchmark 50

Advertisement

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

Surveys

Hodusoft

JULY 23, 2018

Time Lost Cannot Be Regained In the contact center, time is everything. Every second wasted result in fewer sales and missed opportunities for delivering great customer service. Fortunately, predictive dialers offer the perfect solution to this problem, as this automated technology filters out obstacles and places call at optimal times to ensure better results.

Abandon rate 45

Abandon rate Contact center software Call Logging Contact Center 45

Genroe

JULY 23, 2018

One may be the loneliest number but, when it comes to Net Promoter, Zero is more special than you realise. I’ve been saying for a while now that when someone gives you a zero in a Net Promoter Score® survey they are not just providing feedback, they are sending you a message. If you choose to respond […]. The post Zero is a Special Net Promoter® Number appeared first on Genroe.

Surveys 40

Surveys Feedback 40

Quadient

JULY 23, 2018

There are a lot of elements to the customer experience (CX) process, from recording customer data to running CRM systems. It’s like baking a cake: the operation cannot succeed without all the right ingredients, and failing to follow the recipe could lead to disaster.

Employee engagement 40

Employee engagement CRM Customer Experience 40

Genroe

JULY 23, 2018

One may be the loneliest number but, when it comes to Net Promoter, Zero is more special than you realise. I’ve been saying for a while now that when someone gives you a zero in a Net Promoter Score® survey they are not just providing feedback, they are sending you a message. If you choose to respond […]. The post Zero is a Special Net Promoter® Number appeared first on Genroe.

Feedback 40

Feedback Surveys Best practices 40

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.

Customer Experience

CSM Magazine

JULY 23, 2018

Providing excellent customer support is an essential part of today’s customer experience. Call center agents need the best tools to work with and luckily there are many to choose from. Here we take an in-depth look at a customer support platform that combines a help center, knowledge base, multi-channel ticketing system and call center all in one place – Wix Answers.

Customer Service 40

Customer Service Call Center Call flow Interactive Voice Response 40

Amity

JULY 23, 2018

Optimizing productivity is important in any role but it requires particular attention in the world of customer success. As a CSM your schedule can be at the mercy of your customers and the multiple hats you need to wear throughout the days and weeks will pull you in different directions. In this post I hope to provide some guidance on how to stay organized and at peak productivity while ensuring your customers get the best service possible.

Accountability 87

Accountability CRM Management Personalization 87

aircall

JULY 23, 2018

The internet is full of sales strategies that aim to help you reach your monthly quota in no time. “Be empathetic”. “Do your research”. “Grow your network”. But these directions tend to be vague. What are the real and actionable recommendations behind them? No one approach will single-handedly lead you to the commission-based promised land, but an understanding of these vetted and intuitive techniques (and a few tricks) will result in more qualified leads and deals won. 1.

Sales 97

Sales B2B SaaS Engineering 97

GetFeedback

JULY 23, 2018

This is a guest post by Tom O’Brien, Director of Digital Marketing at TimeTrade. Retail is changing in 2018. What’s key? Creating an amazing customer experience through omni-channel customer journeys that engage your prospects where they are and help shuttle them through your sales funnel. In this post, we’ll explain how to create an omni-channel customer journey map for your retail business—and how you can use it to improve your customer experience.

Journey mapping 87

Journey mapping Call Center Sales Advertising 87

Advertisement

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.

Self service

SharpenCX

JULY 23, 2018

Think about your morning routine, and pick out a single task. What if it took transferring your morning cup of coffee to three different mugs before you could drink it? What if you had to switch between five different notebooks for your daily journaling exercise – only writing a sentence in each? Now, think about [.]. Read More. The post Why Contact Center Solutions Should Prioritize the Agent Experience appeared first on Sharpen Contact Center Software.

contact center solutions 52

contact center solutions Contact Center Contact center software Customer Experience 52

ShepHyken

JULY 23, 2018

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Geolocation: How Businesses Are Improving Customer Experience and Engagement by Robert Szyngiel. (CustomerThink) Welcome to the exhilarating world of geolocation-based marketing, where your physical coordinates are your biggest trump card.

Customer Service 174

Customer Service Banking outsourcing Chatbots 174

PeopleMetrics

JULY 23, 2018

The following is an excerpt from Listen Or Die by Sean McDade, PhD. The best VoC programs are squarely focused on integrating all types of customer feedback related to the customer experience. The result is that VoC becomes the single source of truth for all experiential customer feedback. And a key part of making this happen is your VoC software platform.

Feedback 72

Feedback Surveys Big data Customer centricity 72