Beyond Philosophy

MAY 22, 2017

With online shopping, transactions and communication as prevalent – and as easy – as it is today, it can often be tempting to focus most of your Customer Experience efforts on getting your virtual presence right. When many of your customers will engage with you solely on a virtual platform, it can make sense to favor it. However, neglecting your brick-and-mortar experience can lead to inconsistent CX and online backlash.

Consulting 361

Consulting Consulting Feedback Personalization 361

ShepHyken

MAY 22, 2017

Each week I read a number of customer service and experience articles from various online 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. 5 Fun and Inexpensive Customer Appreciation Ideas by Aja McClanahan. (Fundera) Customer appreciation doesn’t have to be complicated or expensive.

Airlines 205

Airlines Customer Service Self service Technology 205

CX Global Media

MAY 22, 2017

Justin Robbins and Jim Rembach share a preview and insight into ICMI’s Contact Center Expo Conference. What’s hot at the Contact Center Expo besides the Orlando air temperature? “Learn about what’s hot at ICMI’s Contact Center Expo.” Click to Tweet. What is Customer Experience going to cost? An emerging topic that we’re hearing consistently, whether it’s from the vendors on the floor, the keynotes sessions or even the breakout sessions is about elevating the importance o

Contact Center 185

Contact Center Best practices Interactive Voice Response Call Center 185

Steve DiGioia

MAY 22, 2017

This original article was written by Steve DiGioia. How can “kids” brought up with immediate access to information and short attention spans provide the service experience our “older” generation expects? Good question…. I remember watching old black and white movies where the “old guys”, sitting in front of the barber shop, would complain about the kids of today not having the same respect for others or the work ethic as they did.

Customer Service 176

Customer Service 176

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Customers That Stick

MAY 22, 2017

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Customer Service 68

Customer Service 68

Knoah

MAY 22, 2017

Guests shouldn’t be greeted by an empty hotel desk. Customer service is an important part of any industry, but when consumers frequent your locations for the express purpose of enjoyment and comfort, care becomes paramount to satisfaction. This is the challenge facing the hotel and hospitality industry. Not only do most businesses meet the needs of their guest, they must do so faster and more accurately than their competitors.

Big data 48

Big data Customer Care Surveys Management 48

VocalCom

MAY 22, 2017

As SMS continues to be a popular channel in daily communications, its role in customer experience is more important than ever. According to a SinglePoint report, SMS open rates exceed 99%, making it a highly reliable channel for customer engagement. Consequently, more and more brands are embracing SMS as an ideal channel for delivering great customer service and launching effective marketing campaigns.

Customer Experience 48

Customer Experience Telemarketing Contact center software Contact Center 48

DMG Consulting

MAY 22, 2017

Using Interaction Analytics to Improve the Customer Journey (whitepaper). 4/21/2017. By Donna Fluss. Introduction. Sharing speech and text findings with a customer journey analytics (CJA) solution is a great way to expand the benefits and contributions of Interaction Analytics. To continue reading, download the PDF by registering below: DOWNLOAD. Thank you for your interest in DMG Consulting’s publications.

Analytics 48

Analytics Consulting Consulting Surveys 48

Vonage

MAY 22, 2017

Jim Collins, author of the bestselling business book, Good to Great said, “Good is the enemy of great.”. A twist on this excellent concept is that, “Good is the foundation of exceptional.”. A good customer service experience is doing what you are supposed to do. That’s expected. In other words, it meets basic expectations. It’s satisfactory. It’s just good.

Customer Service 48

Customer Service outsourcing Surveys Customer Support 48

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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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5CA

MAY 22, 2017

Putting a dollar sign on your social media efforts is easy. - No One Ever. We all know that having social customer service is almost never a bad idea, but how do you prove this? With traditional support channels like phone and email, it's pretty easy to track your Customer Satisfaction scores (CSAT), Net Promoter Score (NPS), First Contact Resolution (FCR), among others to measure gains from support.

Customer Service 40

Customer Service Customer Support 40