Beyond Philosophy

MAY 8, 2017

Back in 2011, Boston College performed an interesting study involving everyone’s favorite energy drink, Red Bull, and the behavior it evoked in study participants. In brief, the study asked a number of participants to “drive” a car in a video game and they measured several factors, including speed, power, aggressive behavior and risk-taking. Interestingly, those driving the cars painted with a Red Bull logo consistently drove faster and more aggressively than other participants, apparently beca

Customer Experience 353

Customer Experience Advertising Customer emotions Consulting 353

ShepHyken

MAY 8, 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. 10 Content Marketing and Customer Experience All-Stars by James A. Martin. (CIO) From the recent Adobe digital marketing conference, here are 10 examples of brands (and in one case, an Australian entrepreneur) that are killing it with their content marketing and/or cust

Customer Service 204

Customer Service Airlines B2B Marketing 204

Callminer

MAY 8, 2017

Companies today leverage business intelligence software to pinpoint and extract valuable insights from the large volumes of data they store.

Best practices 182

Best practices 182

Steve DiGioia

MAY 8, 2017

a restaurant story adapted from my book This original article was written by Steve DiGioia. Do you know the other businesses around your restaurant or hotel? Are you one of those that just drive straight from your home to work without noticing what’s around you? If so then snap out of it! You need to be a fountain of knowledge… and I don’t mean about the menu.

Management 140

Management Customer Service 140

Advertisement

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Bill Quiseng

MAY 8, 2017

This week’s post is from Swiftpage CEO John Oechsle. He examines the evolution of how organizations connect with their customers and how smaller and midsized businesses are finding ways to compete for customers with larger players in their space through the 4 C’s of customer information. Swiftpage is the owner of Act! , the first to market customer relationship management software solution that pioneered the space 30 years ago and is still innovating today, so he has a bit of a uni

CRM 98

CRM Analytics Technology Education 98

Customer Relationship Metrics

MAY 8, 2017

When trying to determine the best scale to use for customer satisfaction surveys, your decision should address these three important areas: What is the data collection methodology? How will the survey results be used? What is the best approach for analyzing survey results to insure value, accuracy, and accountability? What is the best survey method for collecting the customer experience measurement?

Surveys 90

Surveys Interactive Voice Response Construction Accountability 90

Mindtouch

MAY 8, 2017

At MindTouch, we care about the health of your site. Having the ability to identify areas of improvement and resolve issues can positively impact the performance of your site, navigation, and search engine rankings. In this latest product release, we are proud to announce the general availability of Site Analysis. This new platform feature is an array of tools to help you quickly diagnose and fix help center issues, and therefore improve your customer’s self-service experience.

Management 78

Management Self service Engineering Best practices 78

Vonage

MAY 8, 2017

What works for six people can become a mess when applied to 60, 600 or 6,000. From the technology you use, the people you employ and the business processes you set in motion, everything has to be scalable. This is particularly true in customer service; a rapidly growing business with a stagnant customer service team can become a nightmare scenario. To offer a truly personalised experience, businesses need to think beyond the physical size of their business and instead look to the anatomical stru

Sales 63

Sales Caller satisfaction Benchmark SaaS 63

Amity

MAY 8, 2017

It is time to rethink some major assumptions and turn conventional wisdom on its head when it comes to how buyers and sellers of software approach user adoption. For many years, user adoption was, at best, an after-thought once a system was live. At worst, it was ignored completely. IT departments and executive sponsors were left scratching their heads wondering why the magical benefits they believed the software would deliver never appeared.

Coaching 54

Coaching Education SaaS Sales 54

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.

Customer Experience

Connecting the Dots

MAY 8, 2017

CCMC ~. In this twenty-five minute interview, you will hear customer satisfaction industry expert Laura Sikorski query author John Goodman about how to make the customer experience proactive, preventive and engaging. Take-aways include the importance of doing an analysis of satisfaction by type of issue, and identifying the two issues where even your best representatives have a dissatisfied customer to identify where you have broken response rules or processes, and of getting the CFO involved t

Customer Experience 48

Customer Experience Consulting Consulting Customer Care 48

VocalCom

MAY 8, 2017

Emotions play a significant role in customer experience, as many statistics clearly show. According to research by the Peppers & Rogers Group, 60% of customers stop engaging with a company when salespeople treat them indifferently, while 70% of customers leave a brand due to poor service. Customer retention therefore demands that companies understand the importance of making customers feel valued, whether it be by respecting their time, saving them money, or simply thanking them for their bu

Customer retention 48

Customer retention Contact center software Average Handle Time Surveys 48

DMG Consulting

MAY 8, 2017

DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report. 5/10/2017. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 Contact Center Gamification Product and Market Report. When: Today, 10 May 2017. Where: Available at the DMG Consulting online store.

Gamification 48

Gamification Consulting Consulting Contact Center 48

Topdown

MAY 8, 2017

We’ve seen a surge of interest and discussion in the digital experience industry around chatbots, so we wanted to chime in with our thoughts on the rise of chatbots and other machine learning and AI-based customer touchpoint technologies as it pertains to Customer Communications Management (CCM) and Topdown’s approach to emerging channels and technologies.

Chatbots 48

Chatbots Management Technology Customer Experience 48

Advertisement

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.

Self service

Zoom International

MAY 8, 2017

ZOOM International has an 82+ NPS ( Net Promoter Score ® ), placing it ahead of companies like Apple, Amazon, and eBay and way above every B2B technology company score we've seen or heard of. In a recent interview, we asked CEO Brian Shore how ZOOM was able to achieve this unprecedented score.

B2B 49

B2B Technology 49

Connect First

MAY 8, 2017

Last year was not a good one for Comcast. According to one study, 15% of Comcast’s Philadelphia customers heard a busy signal when calling in to their customer service number. One man who actually managed to get through was put on hold for three and a half hours when he tried to cancel his service. A different customer, also trying to cancel, was forced to argue with the call center representative, who outright refused his request and demanded for ten minutes that the customer give him a good re

Customer Service 40

Customer Service Call Center Management Customer Experience 40

Jon Arnold

MAY 8, 2017

Last week was Montreal, and tomorrow is sunny, hot Arizona. With all the rain and chilly weather lately, I won't mind the change of scene. Am back for another NEC Advantage conference, and while I won't be playing there with the SIPtones this time around , am still looking forward to the analyst updates. NEC tends to fly under the radar in the collaboration space - at least in North America - and given their size overall, you can't underestimate their ability to bring leading edge capabilities t

Marketing 40

Marketing 40

ForeSee

MAY 8, 2017

Kobe Bryant and Magic Johnson are both all-time great guards who played for the Los Angeles Lakers. Bryant is one of the highest-scoring players in league history with 25 points per game, and Johnson averaged 19.5 points per game. While Johnson may not have scored as many points, he averaged 11.2 assists per game. The lesson? Only by analyzing a more complete set of game statistics could Johnson’s overall contribution to Lakers' scoring be revealed to be just as great as Bryant’s — if not greate

40

40

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!

Feedback

Talkdesk

MAY 8, 2017

One of Talkdesk’s most beloved features is our deep call center integrations with 25+ industry-leading solutions. With these integrations, teams across the world can synchronize their call data with CRMs, helpdesks, chat tools and more to improve the call center experience. Today, we’re excited to announce our newest call center integration: Talkdesk for ServiceNow.

Call Center 40

Call Center Call center experience Personalization 40

Verint

MAY 8, 2017

Organizations around the world are trying to find their “brand champions” to help them build their brand, increase loyalty and gain new customers. On the flip side of that is something you may have started thinking about lately: how to minimize “super detractors.”. As you’ll read in my recent CIO Review India article , super detractors are likely to have a significant negative impact on an overall brand by influencing others to leave or disengage from a company’s products or services.

Analytics 37

Analytics Customer Experience Self service Interactive Voice Response 37

ClientSuccess

MAY 8, 2017

What are the Definitions of Key Customer Success Words? Customer success, with all of its ups and downs, is a constantly changing and evolving field. There are new, innovative trends popping up all over the place. And, like most industries, every single SaaS company is different. Especially in the days of the ‘unicorn startup,’ many companies are redefining roles and workflows within individual organizations, effectively decreasing uniformity that was so common in the customer success world.

Upselling 42

Upselling SaaS Metrics Accountability 42