Beyond Philosophy
MAY 3, 2017
There are too many people in organizations that do not tell their bosses and senior management the reality of the situation. It’s like the story of the emperor’s new clothes. No one would tell the emperor that the beautiful new clothes he’d commissioned didn’t really exist. So the emperor paraded through the streets stark naked until a young child finally told the truth: “But he hasn’t got anything on!”.
ShepHyken
MAY 3, 2017
When was the last time you called your business? I recently spoke at a conference. After the speech, the client gave me a gift: the list of everyone in the audience with their contact information. She suggested I pick up the phone and let everyone know they should hire me to speak at their next meeting. (Now, that’s a nice gift!). So, a week later our team picked up the phones and started “smiling and dialing.
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Contact Center Pipeline
MAY 3, 2017
Thank you for calling, your call is important to us, please wait for the next available agent… ♪ The contact center credo is simple: When somebody calls, somebody should answer. As such, ensuring that a sufficient pool of agents is available to competently handle incoming queries at any given time is key to mission success. […].
Up Your Service
MAY 3, 2017
Our previous blog post demonstrated the power of customer voice in an unsolicited book review from a technology industry guru. This post makes the same point, but for the travel and hospitality – one of the most traditional “service” industries on the planet. Read on… Customer loyalty is a powerful marketing force that travel and hospitality businesses are always chasing.
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ClearAction
MAY 3, 2017
Customer-Centered Business: 10 Keys to Organic Growth Lynn H. What is your business centered on? Investors, competition, innovation, or customers? The rule of the game is to follow the money. Sure, it comes from all these motives, but it springs from customers buying your offerings. When customers quit buying, all the rest becomes irrelevant. Centering your business on customers is therefore the logical choice.
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Mindtouch
MAY 3, 2017
Since customer churn already sounds like a recipe instruction, let’s keep the food analogy going. Imagine you’re having a dinner party. You pop your signature lasagna in the oven and leave it to bake. Then you turn your attention to the side dish, appetizer, and drink recipes. Suddenly, you realize that you’ve forgotten about the lasagna. There goes the smoke alarm.
delighted
MAY 3, 2017
One of the most common questions we hear from companies first embarking into NPS is “How do I know if my NPS is good?” There are two methods you can use to help contextualize your score – the absolute method and the relative method. The absolute method involves comparing your score to a loosely agreed upon standard for what a good score is, across all industries.
ForeSee
MAY 3, 2017
Amazon may be a leader in digital retail (with a founder who fully understands the value of Customer Experience measurement to boot), but not everything the company does reflects that. The post When CX backfires: Amazon’s crazy PrimeNow customer journey appeared first on ForeSee.
Uniphore
MAY 3, 2017
Delivering a better customer experience is always a key goal, but not always that easy to achieve. Effectively implementing and utilizing a Voice of the Customer program is the answer. Read More.
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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
Talkdesk
MAY 3, 2017
Last week, Talkdesk launched AppConnect , the first enterprise app store. The mission of AppConnect is to allow Talkdesk customers to add more tools to their contact center stack without any hassle. All of the apps available on AppConnect are guaranteed to come with one-click install, a free trial and a pay-as-you-go process that allows customers to change their plan any time they want.
CSM Magazine
MAY 3, 2017
Creating a customer service-oriented culture is a priority for most managers. Happy customers become loyal customers – and loyal customers bring in more customers. The fact is, people are more likely to talk about bad experiences than good ones (95 percent to 81 percent, respectively) and more than half of people who have bad experiences share them on social media or an online review site like Yelp.
Eptica
MAY 3, 2017
Date: Wednesday, May 3, 2017 Connecting telecoms providers with improved customer service. Published on: May 03, 2017. Author: Dharmesh Ghedia Be it broadband internet services, pay TV, landline or mobile, the telecoms market is incredibly competitive. The pace of technological change means that new services are constantly being launched while there is ongoing pressure on prices, with consumers demanding more for less at every contract renewal.
CSM Magazine
MAY 3, 2017
While the importance of customer service to the bottom line means that many business owners, managers, and customer support leaders will try to do everything themselves in this area, it can get very tricky trying to fit it all in every day. If you’re finding it a struggle to stay on top of customer service and technical support while at the same time keeping productivity levels high, it might be time to think about utilizing an outsourced call-center service.
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!
Calabrio
MAY 3, 2017
Today’s chief marketing officers (CMO) are familiar with outbound and inbound marketing tactics—they promote their wares at trade shows and advertise with multiple media outlets, and generate inbound leads via content marketing and social media.They understand that outbound and inbound marketing is a balance, and organizations benefit from the customer interaction each provides.
Calabrio
MAY 3, 2017
Today’s chief marketing officers (CMO) are familiar with outbound and inbound marketing tactics—they promote their wares at trade shows and advertise with multiple media outlets, and generate inbound leads via content marketing and social media.They understand that outbound and inbound marketing is a balance, and organizations benefit from the customer interaction each provides.
Calabrio
MAY 3, 2017
Today’s chief marketing officers (CMO) are familiar with outbound and inbound marketing tactics—they promote their wares at trade shows and advertise with multiple media outlets, and generate inbound leads via content marketing and social media.They understand that outbound and inbound marketing is a balance, and organizations benefit from the customer interaction each provides.
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