ShepHyken
FEBRUARY 23, 2018
This week we feature an article by Nathalie Herrman who writes about three key principles that are at the root of all great customer service. She also reminds us that the customer experience begins with the employee experience. – Shep Hyken. I recently found myself on the receiving end of a recording that told me for the tenth time after being on hold for fifteen minutes that, “Your call is very important to us.
Myra Golden Media
FEBRUARY 23, 2018
I overhead one of my employees saying to an upset customer, “Sir, I work in our corporate office. I had nothing to do with the problem you’re talking about.”. She attempted to get the customer to calm down. But you know what? That didn’t calm the customer. Her words made the customer even more intense. I pulled my employee aside, and I explained to her that she was escalating the situation with the very words she hoped would get the customer to back down.
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Beyond Philosophy
FEBRUARY 23, 2018
How Do We Get Our Customers to Talk? The post How Do We Get Our Customers To Talk? appeared first on.
Customer Guru
FEBRUARY 23, 2018
At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves.
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Win the Customer
FEBRUARY 23, 2018
Public relations disasters are many companies’ worst nightmares. Whether it’s a common mistake that leads to a temporary bad reputation or a bigger problem that affects the future of your business, negative PR can be hard to recover from. PR problems not only taints your brand name and personality, but can also eliminate customer loyalty and significantly decrease your profits and financial backing.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Mindtouch
FEBRUARY 23, 2018
Today’s savviest businesses are embracing the importance of a self-service strategy. It makes sense, when you consider the data: 71% of customers want the ability to resolve issues on their own. That, and the crucial ways self-service can impact customer support KPIs. A bad (or absent) self-service strategy can create support ticket backlogs, overtaxed support teams, and frustrated customers, eventually impacting the bottom line.
Rant And Rave
FEBRUARY 23, 2018
Fewer than half of employees would recommend their employer to a friend according to Glassdoor. Would you? Or have you? Allegis found that 69% would not take a job with a company if they had a bad reputation – even if they were unemployed!
Aspect
FEBRUARY 23, 2018
When asked what their biggest challenges were today, 18.4% of contact center leaders polled by Strategic Contact cited poor cross-departmental collaboration. This was second only to attrition. Contact center employees sometimes find themselves blindsided by decisions made elsewhere in the organization regarding products, promotions, pricing, policies and public pronouncements.
ClientSuccess
FEBRUARY 23, 2018
For those just joining our blog series CSM from the Trenches , welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.
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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
5CA
FEBRUARY 23, 2018
In our previous article we explained the differences between the previous data protection legislation and the new Regulation (GDPR) were; in this second installment we will provide you with a few steps to start your GDPR journey. With just 90 days left to go, it is important that every company with customers in the EU focuses on GDPR compliance.
FreshGrade
FEBRUARY 23, 2018
Busy week? We’re here to help. Here’s our roundup of top educational stories from the past seven days: “It’s important to frame best practices for afterschool providers in terms of engagement and participation in the world, not simply proficiency with computers and the Internet. It’s not about having a laptop or a smart phone, it’s about using the laptop or smartphone to translate a child’s worldview into content.
Verint
FEBRUARY 23, 2018
Well, are they? We all probably understand that in today’s highly competitive and personalized marketplace, customers want to engage with you on their terms—whenever and however they want. However, one omnichannel size does not fit all. What works for one company may not work so well for another one—everyone has a different set of customers. So finding what works for your organization is critical for success today—and success well into the future.
FreshGrade
FEBRUARY 23, 2018
Busy week? We’re here to help. Here’s our roundup of top educational stories from the past seven days: “It’s important to frame best practices for afterschool providers in terms of engagement and participation in the world, not simply proficiency with computers and the Internet. It’s not about having a laptop or a smart phone, it’s about using the laptop or smartphone to translate a child’s worldview into content.
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.
Call Center Weekly
FEBRUARY 23, 2018
By Diana Aviles In my career so far, I’ve probably listened to a gazillion calls (or so it seems) in which the first 90 seconds consists of a spirited rant about the IVR. The complaints vary- from how they feel it takes too long to reach a human, to how the IVR has trouble understanding what the customer is saying. Heck, even I have had issues with IVR’s sometimes.
LiveChat
FEBRUARY 23, 2018
If there is any evidence we’re living in the future, the rise of chatbots is about as clear as it gets. While it might seem like this phenomenon has only been around for a couple short years, chatbots have actually been around since 1966 ! However, it wasn’t until 2016 when bots for Facebook Messenger came along and changed everything. Nowadays, businesses are using these types of automated channels to provide instantaneous customer support, answer questions, and even make sales!
pindrop
FEBRUARY 23, 2018
It is obvious that fraudsters’ sophistication is evolving, surpassing security measures toward a single end goal — financial gain. Worse, consumers are unaware of the effects of social media, with 61% admitting to sharing answers to security questions over their online profiles. This percentage rises to 80% for 18-24 year olds, making them beyond easy targets to fraudsters.
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