Thu.Nov 22, 2018

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How Customers Make Rules for Themselves

Beyond Philosophy

I have a rule with large purchases; I always sleep on it. I do it to ensure I want to make the purchase and not merely susceptible to a sales technique. Plus, it’s a significant expenditure, and I don’t want to make a mistake. This rule works well for me. Your customers have rules, too, and they use them in your Customer Experience. Understanding how and why customers are making these rules can help you provide the type of Customer Experience that makes buying from your organization the customer

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My Obsessive Compulsive Path to 200 Podcast Episodes

CX Global Media

It’s Thanksgiving (here in the US) and I’m so thankful. I just released my 200th episode of the Fast Leader Show. Thanks to the Fast Leader Legion and all of my guests. When I started podcasting in 2015 I was worried I would be like so many other that start podcasting. Something like 99% never make it past 10 episodes and 90% of those don’t make it past episode 50.

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Wishing All of Our Readers a Happy Thanksgiving!

Contact Center Pipeline

Today is Thanksgiving Day in the United States. We would like to take this opportunity to express our sincerest gratitude to all of our readers for your time and support of our articles and blog posts throughout the years. Thank you—and have a Happy Thanksgiving!

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How to Reassure Modernization and Flexibility in Your Organization

Etech GS

Leadership skills are not innate in most people. Fortunately, practically anyone can learn how to develop the traits and techniques that make an exceptional leader. Some mistakenly think that a leader’s primary responsibility is to sit back and dictate what others should do. While this style of management may work to an extent, the most effective leaders model the behaviors they want to see in their employees.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Top 13 Tips for Great Customer Service

kommunicate

Now, most of the businesses are taking a customer-centric approach to serve their customers. As a result, it is becoming tougher for companies to create the unique customer experience to stand out in the crowded market. There are many tools & technologies available in the market which can help companies to provide excellent customer service [.].

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[Slideshare] Messaging vs Chat vs Texting: Battle for the Future of Customer Service

Fonolo

Consumers love to communicate with each other over text channels and, according to recent studies , they are eager to use this mode of communication to interact with businesses. There are three main forms of text-based communication battling for the future: Mesaging, chat, and texting. As a result, the world of messaging remains very fragmented (especially when viewed globally).

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Have A Thanksgiving Full Of Purpose & Meaning

Customer Experience Matters

Temkin Group’s data shows that people with more purpose and meaning in their lives are happier. The post Have A Thanksgiving Full Of Purpose & Meaning appeared first on Customer Experience Matters®.

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8 Ingredients For A Solid Customer Service Quality Assurance Process

Playvox

According to one study by Zendesk, 54% of all respondents admitted they had told more than five people about a bad service they received from a company. If each of these five choose to avoid the business in question and warn others to steer clear, that first dissatisfied consumer could make a small-but-important impact on the brand’s reputation.

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PGA TOUR Superstore Selects 3CLogic Contact Center Solution to Help Drive Customer-Centricity

3CLogic

When you’ve established your business as the country’s largest golf equipment, apparel and accessories destination, your customers expect a superior and consistent service experience, no matter how they choose to engage. The PGA TOUR Superstore recognized this and decided to take some action. The Challenge The nationwide retailer needed a contact center solution that could sufficiently help its frontline communications team provide the same level of efficiency and responsiveness as the in-store

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The Open CCaaS Advantage Report

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.

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The Numbers Don’t Lie: An interesting evening with the Tech Track 100

Creative Virtual

By Rachel Freeman, Operations Director. Creative Virtual has been receiving a lot of accolades in the past few years and the challenge for a blog post is what to say to make each new title or award stand alone and special. We never want to be complacent, but our readers may be a little tired of hearing all the good news – or not?! Making it onto The Sunday Times Hiscox Tech Track 100 list at 72 was an honour simply because the numbers don’t lie and there is no judging panel doing the

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