Beyond Philosophy

OCTOBER 23, 2017

When Richard Thaler of the University of Chicago was awarded the Nobel Prize in economic science earlier this month, he said he’d try to spend his $1.1 million prize “as irrationally as possible.”. That gave me a chuckle, because Thaler is a pioneer in studying the role that irrational human nature plays in economic decisions. His field, behavioral economics, is also one of the main underpinnings of our customer experience consulting at Beyond Philosophy.

Marketing 326

Marketing Consulting Consulting Government 326

Callminer

OCTOBER 23, 2017

As companies strive to deliver exceptional customer experiences, they appreciate getting feedback – and its related insights – directly from the customers themselves.

Best practices 182

Best practices Feedback Customer Experience 182

ShepHyken

OCTOBER 23, 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. The Most Costly Mistake In Business by Vala Afshar. (Huffington Post) High performing customer service organizations are changing and redefining performance metrics to better align how they measure service delivery success to their customer expectations, according to the worldwide sta

Customer Service 185

Customer Service Personalization Metrics Customer Experience 185

Call Center Weekly

OCTOBER 23, 2017

By Sean Hawkins A few years back, EdAssist conducted a study on the perceptions of managers and employees regarding professional development. They questioned over 1000 employees and managers, with disparities between the two groups: Most workers, 74%, believe it is employers who is responsibility for career development. Most managers, 98%, believe employees are responsible for their career development.

Government 136

Government Contact Center Consulting Consulting 136

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.

The Center for Client Retention

OCTOBER 23, 2017

I devour news articles relating to business and customer service – part of my job – and rarely am totally surprised. But, last week in the New York Times, when I read Why Aren’t Paychecks Growing? A Burger-Joint Clause Offers a Clue , I was outraged and disappointed to learn that if you get a job in a fast food restaurant, there are clauses in franchise contracts that prohibit you from both lateral and advancement with another fast food chain location.

Marketing 81

Marketing Customer Service Customer Experience 81

Mindtouch

OCTOBER 23, 2017

The customer support field has undergone a renaissance during the last five years. A flood of technological innovation has improved support experiences to bolster renewal rates and customer loyalty. As such, there’s been a perfect storm of market forces driving growth in self-service support. Five primary trends are turning customer self-service into a multi-billion dollar market opportunity. 1.

Self service 65

Self service Upselling SaaS Customer Support 65

Amity

OCTOBER 23, 2017

The number one thing to understand when looking at new ways to be productive is that no two people operate the same. Some tips will help guide you but the solution is to tailor your time management techniques to your personality, business, and even learning style. Below are some things to keep in mind as you reclaim control in what can seem like day-to-day chaos.

Management 65

Management Personalization Time management 65

Genroe

OCTOBER 23, 2017

Nowhere is this more true than your customer relationships. It is at the heart of Net Promoter Score … or any customer feedback program for that matter. I knew from experience that it’s easy to believe you have an NPS program operating at or close to maximum effectiveness when you: start seeing the customer feedback […]. The post 121 Attributes of High Performing Net Promoter Programs appeared first on Genroe.

Feedback 66

Feedback 66

Aspect

OCTOBER 23, 2017

Here at Aspect, we celebrate the multitude of conversations centered around women in technology (WIT). From under-representation within the tech sector to the gender pay gap, there is no denying that entering and navigating a tech career can be a challenge for women. In fact, a recent survey from ISACA that looked at the barriers faced by women in technology found that two of the biggest hurdles in the workplace are lack of female mentors (48%) and lack of female role models (42%).

Technology 56

Technology Surveys 56

Advertisement

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

Surveys

Kayako

OCTOBER 23, 2017

Customer feedback loops suffer from a lack of commitment. Most teams believe that a response to their customer marks the end of a closed-loop feedback system. Departments that could help improve the business end up swimming in an ocean of valuable feedback that isn’t acted upon. That’s because so many departments are involved in the feedback process: Support receive it, marketers ask for it , and product managers solicit it, but few departments are held accountable for making use of feedba

Accountability 54

Accountability Feedback Chief Customer Officer Metrics 54

Amity

OCTOBER 23, 2017

Amity's email templates and rules engine are the power couple of proactive Customer Success Management. Learn how to create beautiful email templates to drive adoption and reduce churn at scale. Creating an Email Signature. Adding email signatures to your templates is a great way to personalize your customer communications and build personal relationships at scale.

Engineering 48

Engineering Customer centricity Surveys Accountability 48

Verint

OCTOBER 23, 2017

Are you engaged in a customer engagement optimization initiative that you feel has the potential for broad impact at your organization? Are you working on an automation or robotics project where you wish you could have just one more round of funding from your business unit’s budget—or just one more shared resource from the IT group? The intelligence created through customer engagement and customer experience initiatives can facilitate quick, informed decision making, drive positive customer and

Banking 51

Banking Interactive Voice Response Analytics Surveys 51

AnswerConnect

OCTOBER 23, 2017

Our clients partner with us when they need a cost-effective, reliable way to provide telephone customer service around the clock. Continue Reading → The post Porting Phone Numbers to Your Answering Service appeared first on AnswerConnect Blog.

Answering services 41

Answering services Customer Service 41

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

COPC

OCTOBER 23, 2017

Part One: What channels do we offer, and what are our customers using? It’s not uncommon for companies to find themselves wondering if they are offering the right channels, why they are offering those channels, and what their long-term channel strategy should be. Even though it is easy to get excited about offering the latest and greatest channel solutions to customers, it is advisable to take a step back and view things from the customer’s perspective when developing a channel strategy.

Customer centricity 40

Customer centricity Technical Support Multichannel Customer Experience 40

Talkdesk

OCTOBER 23, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Here’s more information on one of the videos available in this library. How To Design Customer Experiences To Create Fans. Tina Gentile, Worldwide Competitive Customer Insights Leader, Microsoft.

Customer Experience 40

Customer Experience Government Customer centricity Enterprise 40

Comm100

OCTOBER 23, 2017

Introduction. Halloween is just around the corner, and people all over the world are scrambling to plan costumes, hang decorations, buy candy, and RSVP to Halloween parties (and, those who have kids are rushing to plan for them as well!). Out of the office, your hardworking customer service agents may be caught up in the Halloween scramble. But in the office, they are working tirelessly to bring satisfaction and happiness to your valued customers.

Morale 11

Morale Customer Service Management Construction 11

Talkdesk

OCTOBER 23, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Here’s more information on one of the videos available in this library. How To Design Customer Experiences To Create Fans. Tina Gentile, Worldwide Competitive Customer Insights Leader, Microsoft.

Customer Experience 40

Customer Experience Government Customer centricity Enterprise 40

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