ShepHyken

JANUARY 25, 2017

The Dollar Shave Club continues to impress me with their amazing customer service. I have used them as an example of how to create a membership experience , but now I want to focus on their ability to deliver amazing customer service. For those that may not know what Dollar Shave Club is, it was started by Michael Dubin and Mark Levine in 2011. In 2012, they rolled out a promotional video on YouTube that was hilarious and went viral.

Customer Service 229

Customer Service Sales Customer Care 229

Contact Center Pipeline

JANUARY 25, 2017

January is the toughest time of the year to be a new agent. Early in my career, I worked at a mobile phone company that got hit with sky-high post-holiday call volumes. There were two main reasons customers called to cancel their service at this time. Some people cancelled due to post-holiday belt-tightening. They had […].

Customer retention 100

Customer retention Contact Center Call Center Customer Service 100

aircall

JANUARY 25, 2017

Employees who work remotely perform their professional duties without being present in a physical office. This means working from home, from multiple offices, or from a coworking space. Some telecommuters work remotely every day, some do so infrequently. We put together a list of remote productivity tips to help telecommuters seeking to be more efficient and successful.

Call Center 93

Call Center Management Personalization Customer Experience 93

Mindtouch

JANUARY 25, 2017

The MindTouch career team had a blast connecting with the student athletes at the UC San Diego Triton Career Night ! Playing a sport while attending classes can be a full-time job in and of itself, so many of these student athletes simply do not have the time to gain work experience via internships. This particular career night was all about helping these athletes utilize their unique skill sets and experiences to transition into the workforce.

69

69

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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.

Amity

JANUARY 25, 2017

SaaS Tattler Issue 99 - The Best Online (and Offline) Customer Success Communities. One of the main attributes of Customer Success Managers is that they are sociable people - they like to network, connect, discuss, share, and help one another. This is, after all, why so many Customer Success Professionals fall in love with the industry. The social nature of Customer Success work brings CSMs to chat with everyone they know: sales, marketing, product, and of course, customers.

Chief Customer Officer 56

Chief Customer Officer Customer retention SaaS Best practices 56

Eptica

JANUARY 25, 2017

Date: Wednesday, January 25, 2017 The 5 trends brands need to address for improved customer service. Published on: January 25, 2017. Author: Pauline Ashenden The latest Institute of Customer Service (ICS) UK Customer Satisfaction Index (UKCSI) has a positive message for everyone involved in customer service. Overall, consumer satisfaction has risen to 77.8, up 0.8 compared to January 2016, marking the fourth straight improvement in results.

Multichannel 51

Multichannel Customer Service Automotive Telecommunications 51

CafeX

JANUARY 25, 2017

It’s nearly a year since we showed Chime at Enterprise Connect 2016 and won best in show for the second time. As development has progressed we’ve learnt a lot and faced down (and beaten) some huge technical challenges. Of course, at the same time we’ve been out on the road showing customers what it can do and getting those installs running. .

Enterprise 48

Enterprise 48

Topdown

JANUARY 25, 2017

So you’ve been told over and over again that you need to invest in customer journey mapping as a critical preliminary and ongoing component of your digital customer experience (CX) management strategy and planning. But how do you build the business case for it? Particularly for digital experiences? That’s been challenging so far in a digital world where metrics such as “likes” and “shares” have been difficult or even impossible to tie directly to revenue.

Customer Experience 48

Customer Experience Journey mapping Metrics Management 48

Talkdesk

JANUARY 25, 2017

Opentalk 2017 is exactly three months away. Our team has been hard at work to make this year’s Opentalk the most incredible customer experience event of the year and we’re very proud of what we have to share with this year’s attendees. If you’re considering joining us, we’ve put together a list of some of the most enticing reasons to come to Opentalk: 1.

Customer centricity 46

Customer centricity Customer Experience 46

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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

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NICE inContact

JANUARY 25, 2017

The idea that happy employees makes happy customers is not a new concept, but it is starting to get enterprise-level attention and traction. Thinking about the kind of service you might receive when an employee is unhappy makes a very clear case as to why this idea is gaining momentum. My first job was working at McDonald’s as a cashier, and I could not have been more excited and proud to have a job as a 14 year old.

Management 24

Management Employee engagement Contact Center Enterprise 24

Uniphore

JANUARY 25, 2017

To some executives ‘going digital’ means it’s all about new technologies, driving down costs, increasing efficiencies and ultimately, driving the bottom-line. For others, digital clearly means a new way of engaging with customers whilst for others, digital represents a significant revolution; a totally new way of doing business or, for that matter, simply staying in business.

Technology 20

Technology 20

CSM Magazine

JANUARY 25, 2017

Bill Gates once said, “your most unhappy customers are your greatest source of learning.” . Of course, an unhappy customer is what one would call a customer experience mistake, and there is indeed a great deal to learn from them. But first you need to know how to determine what those mistakes are – usually by deciphering customer complaints, which can often be quite cryptic – so you can avoid them in the future.

Customer Experience 40

Customer Experience Feedback Advertising Customer centricity 40

Verint

JANUARY 25, 2017

How can organizations start to think more strategically in the New Year about maximizing their technology investments? One way is by looking at IVR and WFO-generated customer insights as a single entity—rather than separate ones.

Technology 32

Technology Contact Center Interactive Voice Response contact center workforce 32

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

Clarabridge

JANUARY 25, 2017

Banking customer experience is incredibly important. Customers like to know what they will expect when they interact with a brand. However, it can be hard to maintain a consistent banking customer experience across multiple branches and online banking channels. The statistics below reflect our research with thousands of retail bank customers. They show how critical it is to provide fast, accurate, and friendly customer service to bank customers.

Banking 40

Banking Customer Experience Marketing Technology 40

Provide Support

JANUARY 25, 2017

It’s probably needless to say that loyal customers are the biggest assets of any business. Studies show that only a 5% increase in your loyal customer base can result in increases of revenue and profits up to 85% or more. Take a look at some more customer loyalty stats that might surprise you: The cost of bringing a new customer up to the same level of profitability as an old one is up to 16x more.

Surveys 65

Surveys Best practices Marketing Customer Experience 65