Wed.Sep 13, 2017

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Revealed: Why We Don’t Like Extremes

Beyond Philosophy

When you are making decisions, you carefully consider all the facts and factors that present in a logical and orderly process, right? Not so fast. You rarely make decisions this way—and neither do your customers. The truth is that psychological principles often influence the decision-making process; you might even say take over. But don’t feel bad that you didn’t know.

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Simple Words and Phrases Can Enhance the Customer’s Experience

ShepHyken

The words you say, the way you act, and your attitude toward your job and your customer are sometimes the difference between satisfactory and amazing. This became evident as I was having lunch with Tracy Nieporent, one of the partners at Myriad Restaurant Group. They are the successful owners of the famous Nobu restaurants , Tribeca Grill , and several others.

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Top 10 Angry Tweets from Customers Waiting On Hold

Fonolo

Onholdwith.com is a community-driven platform that aims to end hold time for customers. The website tracks companies who are experiencing the most complaints on Twitter from people waiting on hold. It’s our way of recognizing which businesses need to improve their call center hold times, and could benefit from a call-back solution like Fonolo’s. But the most interesting part of onholdwith.com are the tweets themselves.

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The Power of Quality Monitoring & Speech Analytics – Working Together

The Northridge Group

As the growth of technology and artificial intelligence permeate the workplace, few can deny the obvious benefits of computer-driven analytics. Computers can data crunch millions of records, solve complex equations within seconds and build widget after widget – without ever tiring. There are limitations to the abilities of a machine though. Ask a computer to understand sarcasm, or detect emotion and it will fall short every time.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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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Taking the 10 steps to CX differentiation

Eptica

Date: Wednesday, September 13, 2017 Taking the 10 steps to CX differentiation. Published on: September 13, 2017. Author: Olivier Njamfa Do you really know what your customers think of the experience your business is delivering? At this year’s Gartner Customer Experience & Technologies Summit , analyst Ed Thompson explained that there is often a wide gap between what consumers expect and what companies are delivering.

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3 Pain-Free Ways to Cut Live Chat First Response Times

Kayako

You’ve been here. We all have. You’re browsing online searching for the perfect item at the perfect price. And you find it quicker than you thought! But there’s an item that seems exactly the same, only $15 cheaper. You scan through the item descriptions, comparing, contrasting, but you can’t see the difference. Is this a repeat listing? Is it a mistake?

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Carlson Rezidor Delivers More Exceptional Customer Experiences, Even during Holidays

NICE inContact

For most of us, Labor Day signals the end of the summer season. Families squeeze the last drops of vacation before school restarts and life resettles into ordinary time. For hospitality leaders like Carlson Rezidor, this last push of the season brings high volumes of reservations across its properties along with high expectations for exceptional customer experiences.

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Researchers, bad news is inevitable. Set expectations.

Connecting the Dots

CCMC ~. In this article Quirk’s article, Researchers, bad news is inevitable. Set expectations, John Goodman and David Beinhacker of Customer Care explain why it is critical that researchers give their clients bad news and how to set expectations in advance for the strong likelihood that bad news is coming. Among other reasons, setting expectations will set the stage for enhancing your clients’ top and bottom line in revenue and word of mouth, and the information you provide will allow for pro

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Carlson Rezidor Delivers More Exceptional Customer Experiences, Even during Holidays

NICE inContact

For most of us, Labor Day signals the end of the summer season. Families squeeze the last drops of vacation before school restarts and life resettles into ordinary time. For hospitality leaders like Carlson Rezidor, this last push of the season brings high volumes of reservations across its properties along with high expectations for exceptional customer experiences.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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Researchers, bad news is inevitable. Set expectations.

Connecting the Dots

CCMC ~. In this article Quirk’s article, Researchers, bad news is inevitable. Set expectations, John Goodman and David Beinhacker of Customer Care explain why it is critical that researchers give their clients bad news and how to set expectations in advance for the strong likelihood that bad news is coming. Among other reasons, setting expectations will set the stage for enhancing your clients’ top and bottom line in revenue and word of mouth, and the information you provide will allow for pro

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Modern shoppers want more: key customer expectations from your online store (Part I)

HelpCrunch

We’re experiencing a major shift in customer expectations, which directly affects e-commerce sales levels. What worked before, may not work now. Now customers want not just the ability to buy online, they demand much greater [ … ]. The post Modern shoppers want more: key customer expectations from your online store (Part I) appeared first on HelpCrunch blog.

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Researchers, bad news is inevitable. Set expectations.

Connecting the Dots

CCMC ~. In this article Quirk’s article, Researchers, bad news is inevitable. Set expectations, John Goodman and David Beinhacker of Customer Care explain why it is critical that researchers give their clients bad news and how to set expectations in advance for the strong likelihood that bad news is coming. Among other reasons, setting expectations will set the stage for enhancing your clients’ top and bottom line in revenue and word of mouth, and the information you provide will allow for pro

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Ask a CX Expert: Establishing the Human Connection [Video]

The Center for Client Retention

This week our # CXExpert is delivering some # WednesdayWisdom focused on establishing a human connection with your customers. What are your thoughts?

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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How do we utilize our employee’s strengths?

Stafford Communications

How do we utilize our employee’s strengths? Stafford Communications Senior Account Manager Tony Yauch was one of the featured speakers at the recent Society of Consumer Affairs Professionals (SOCAP) New York/Philadelphia chapter event in Princeton, New Jersey. The “Creating Engagement Everyday” workshop featured ways of equipping customer service executives with the knowledge, skills and strategies needed to drive effective team engagement.

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Stuck in a Survey Rut? You need to be Conversational

Clarabridge

A few months ago, my family and I stopped for lunch during a long drive. The restaurant had a receipt-based survey that I decided to take at a later point in time. When I got around to taking that survey, I discovered that it was taking me too long to complete and wasn’t holding my interest. Bottom line, I didn’t finish the survey. I am 100% certain that we’ve all had a similar experience.

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The Growing Demand for Self-Service Is Altering the Future of Knowledge Management

Verint

In the customer service environment, knowledge management (KM) is the systematic management of an organization's information assets, including the efficient handling and distribution of information and data resources residing within, and often outside, an enterprise. The purpose of these efforts is to create and augment value to the customer and meet the tactical and strategic corporate goals to improve overall customer service.

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Always Connected: Blessing or Curse? (Brad’s TEDx Talk)

Brad Cleveland Blog

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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Contact Center Technologies 2017: find out what 23 experts say

RichCall

Tweet. With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. Check out what recent reports and experts suggest, and take part in a contact center benchmarking survey to get more accurate data on the current contact center trends.

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Always Connected: Blessing or Curse? (Brad’s TEDx Talk)

Brad Cleveland Blog