ShepHyken

MARCH 21, 2017

Diana Oreck on How to Be a Customer Service Rock Star. What lessons can we learn from rock stars in the world of customer service and customer experience, like Ritz-Carlton? Shep Hyken interviews award-winning training and development expert, international consultant and speaker, former VP of Ritz-Carlton Leadership and current Executive VP of Owner Experience at NetJets, Diana Oreck, about the traits that make for good customer service.

Consulting 202

Consulting Consulting Employee engagement Customer Service 202

Contact Center Pipeline

MARCH 21, 2017

Customers want the ability to decide when and how they will communicate with your company. That’s old news, isn’t it? It is more like: Customers expect the ability to choose when and how they will communicate with you. And with the customer expecting near real-time communication, using web chat capabilities is a terrific option for […].

Contact Center 100

Contact Center Call Center Technology Customer Experience 100

ClearAction

MARCH 21, 2017

3 Ultimate Factors of Business Performance Lynn Hunsaker. Is customer engagement, artificial intelligence, digital marketing, predictive analytics, big data, or some other “shiny object” the key to driving business performance? Certainly all of these endeavors can make a difference in revenue growth. Yet there is a bigger picture: none of these is standalone in what’s required to sustain revenue growth, and they may or may not be big influencers of profit growth.

Benchmark 88

Benchmark Customer centricity Marketing Big data 88

Kayako

MARCH 21, 2017

In the age of disloyalty , it’s easy for your customer to jump ship from one subscription business or ecommerce store to another. How do you make a customer feel respected and gain their trust? Customer trust is a reciprocal behavior to what they receive. Trust comes when you understand your customer’s needs, respect them, and offer relevant service.

Education 84

Education Best practices Feedback Personalization 84

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ClearAction

MARCH 21, 2017

3 Ultimate Factors of Business Performance Lynn Hunsaker. Is customer engagement, artificial intelligence, digital marketing, predictive analytics, big data, or some other “shiny object” the key to driving business performance? Certainly all of these endeavors can make a difference in revenue growth. Yet there is a bigger picture: none of these is standalone in what’s required to sustain revenue growth, and they may or may not be big influencers of profit growth.

Benchmark 69

Benchmark Customer centricity Big data Marketing 69

LiveChat

MARCH 21, 2017

Us, at Toggl, have embraced a remote work culture more than two years ago, and we are learning about productivity and self-management ever since. We’ll share with you the following 9 productivity tips that we’ve learned the hard way through failing a thousand times (so you don’t have to). Whether you’re a freelancer or have a flexible boss, this freedom comes at the price of self-management.

Morale 55

Morale Management Accountability Time management 55

Talkdesk

MARCH 21, 2017

Every once in a while, we like to celebrate some of the amazing people who make the Talkdesk team tick. Today, we’re putting the spotlight on Global Channel Manager Sam Nelson. She took the time to answer a few questions for the blog, so read on to find out more about one of Talkdesk’s best. What made you want to join Talkdesk? I wanted to work for a company that positioned itself as a game changer.

Call Center 43

Call Center Marketing Personalization Management 43

ForeSee

MARCH 21, 2017

I sat down with CEO Pete Daffern to find out what about the ForeSee Summit he’s most looking forward to, and what people can expect from the event. Before you. The post A conversation with CEO Pete Daffern before the ForeSee Summit appeared first on ForeSee.

40

40

Verint

MARCH 21, 2017

Just upgrading a touchpoint is so 2016. Comparing current and desired experiences is a good foundation for a CX plan. Much has been written about how to develop a customer journey map. It’s a popular topic, and many professionals across different experience areas have put their own spin on the process.

Journey mapping 24

Journey mapping Customer Service Customer Experience 24

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

Clarabridge

MARCH 21, 2017

Big data can be overwhelming. It’s just…well, big. And while customer experience management (CEM) activities should be data-driven, it is hard to figure out which data to use. What will make the most impact as you expand your CEM program? Every industry, and every company, will have different types of data to look at. What is the right customer experience data to measure?

Customer Experience 61

Customer Experience Big data Journey mapping Metrics 61