Fri.Mar 10, 2017

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Watch Brian LaRoche Present at CCW Online March 14th, 2017

Callminer

Watch our own Brian LaRoche present at the upcoming coming CCW Online Event focused around Customer Experience Game Changers. This event is an online preview to CCW Digital’s premier event, the 18th Annual CCW, taking place June 26-30 at The Mirage in Las Vegas, NV. CCW Online Customer Experience Game Changers “The Efficient vs. The […].

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Guest Blog: 3 Simple Ways (Backed by Research) to Improve Customer Service Quality

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Steven Macdonald, shares the results of a study examining how companies around the world respond to customer service requests. I find the results quite alarming! – Shep Hyken. Good customer service – especially in response to customer service requests – is one of the most valuable investments any organization can make.

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How To Build A Community of Brand Advocates

Influitive

B2B marketers can learn a thing or two about mobilizing advocates from our B2C cousins. Think about the products that you use every day. For me, it’s my iPhone, Sennheiser headphones and Altra running shoes. I didn’t go straight to a store or the vendor’s website to buy these products. Instead, I decided to purchase.

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10 Leaders' Advice on Getting Started in Customer Success

Amity

Getting started ban be dreadful. Whether it's as an individual Customer Success Manager, or as a SaaS leader transitioning to a Customer-Centric Organizational model, it goes without saying there's a lot to learn. We asked 10 Customer Success Leaders with proven track records of building and growing thriving Customer Success Organizations "what's one piece of advice you wish you'd been given when you started?

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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How a Win-Loss Survey Helped Us Sell Smarter

GetFeedback

Sales feedback can improve win rates big time, but few companies measure their sales experience. Here's how we used win-loss surveys to sell smarter.

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Digital Engagement and First Visit Resolution

Uniphore

The ‘Holy Grail’ of customer service has always been first contact resolution – digital channels offer a new way to achieve this. Read More.

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Innovative Prescription Benefit Management Leader Find Its Remedy with Verint

Verint

An innovative prescription benefit management leader was filling almost two billion prescriptions annually but lacked the tools and data to provide visibility into performance and enable more accurate data. The company brought in Verint Enterprise Workforce Management, Verint Desktop and Process Analytics, and Verint Advanced Scorecards and gained a new understanding of workflow and improved visibility into performance.