ShepHyken
FEBRUARY 20, 2017
Each week I read a number of customer service 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. 7 Impressive Tactics to Build Customer Loyalty and Create Your Own ‘Super Users’ by Anton Kraly. (Performance Marketer) There are so many customer loyalty building tactics out there.
Peter Lavers
FEBRUARY 20, 2017
The automotive sector is facing massive changes in the next 10 years. How will this affect your customer management? Download the Automotive Change Infographic pdf . The post New Infographic: Challenges facing the Auto Industry appeared first on Think CX.
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ijgolding
FEBRUARY 20, 2017
Last night, I received an email from a good friend of mine asking for my input into a question they had been asked by the senior leadership team of their organisation. The question was as follows: What value has our business experienced as a result of all the Customer Experience (CX) work that has been done? They are not the first senior leadership team of a company to ask a question along these lines – they are very unlikely to be the last.
Peter Lavers
FEBRUARY 20, 2017
The automotive sector is facing massive changes in the next 10 years. How will this affect your customer management? Download the Automotive Change Infographic pdf . The post Auto Industry Challenges Infographic appeared first on Think CX.
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Genroe
FEBRUARY 20, 2017
Sudoko has it’s roots in 19th century French newspapers (yes really) and only became mainstream from 2004 when it started appearing, seemingly, everywhere. Actually, I’m not a fan of this puzzle and, after trying them a couple of times, I gave it away. However, plenty of people have invested a lot of time solving some […]. The post It’s time to stop giving people Net Promoter Score® targets appeared first on Genroe.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Omnicus
FEBRUARY 20, 2017
Customer service is a skill. Some industry veterans may even argue that it is an art, similar to sales. Whatever the case, like any skill it requires time, experience, and an unwavering dedication. Learning how to speak to your customers and how to be nice to your customers is vital. Following the above commitments will lead to superior customer service.
Vonage
FEBRUARY 20, 2017
I’m a millennial. This isn’t a confession, just a fact. And as a millennial, I enjoy an insider perspective. Every year, for the past few decades, market experts have speculated on the wants, needs and desires of the millennial generation. Consider me the status quo. I tend to embody the average millennial in many ways – my love of social media, my overzealous emoji use, my pref for abbreviated vernacular…. … And Salesforce’s State of the Connected Customer report hit the nail on the head.
Mindtouch
FEBRUARY 20, 2017
Hubspot knows a thing or two about content marketing. But you may not have heard that it started using something that most companies don’t utilize; post-sale help content to attract and convert buyers in the pre-sale process. When Google is your customer’s first stop, you know it’s time to r eplace PDFs and traditional FAQ docs with engaging, interactive content that can kick your company’s ROI up a notch.
Robert Davis
FEBRUARY 20, 2017
By Rich Hand , RCDA Consultant. In contact centers, we strive to provide our clients and their employees and customers with an excellent experience. Our recent NPS score by a client [link] affirms our methods work. The phrase “customer experience” is bantered around in board rooms, conference rooms and blogs. No organization worth a grain of salt isn’t committed to providing an excellent customer experience.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
Russel Lolacher
FEBRUARY 20, 2017
Full disclosure: I used Canva to craft the header for this post. Dear Canva, I really do love your product and rely on it every day but your customer relationship building could use some work. (aka don’t do this)… As you can read, Zach from Canva sent me an email to “personally” talk to me (to me, or at. The post How to Not Make Your Customers Feel Special, Courtesy of Canva appeared first on The Upsell.
Beyond Philosophy
FEBRUARY 20, 2017
Tennis great Jimmy Connors famously said, “I hate to lose more than I love to win.”. His aversion to loss isn’t limited to elite athletes. Distaste for losing motivates politicians, gamblers, businesspeople and importantly, ordinary consumers. And unless you recognize its power, you may make critical mistakes with your customer experience. Prospect theory explains why we hate losing more than we like winning.
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