Beyond Philosophy

JANUARY 9, 2017

The customers have spoken, and they’ve had enough of car dealerships. They’re spending less time talking to salespeople at car lots and more time researching cars online, taking virtual test drives and emailing or texting dealers to find the perfect vehicle. Customers might still visit a dealership or two for a test drive, but they also might just buy the car sight unseen and have it delivered, according to dealers and industry executives who gathered recently for the Tampa International Auto Sh

Sales 321

Sales Finance Consulting Consulting 321

ShepHyken

JANUARY 9, 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. High-Performing Customer Service Teams Use Predictive Analytics by Vala Afshar. (Huffington Post) The reality of today’s business landscape is that customers are more connected than ever.

Customer Service 200

Customer Service Analytics Customer Experience Technology 200

Steve DiGioia

JANUARY 9, 2017

…a tongue-and-cheek look at what customer service might be This original article was written by Steve DiGioia. Year after year we hope service and the customer experience gets better. But great service comes at a cost, a high labor cost that many businesses are not willing or able to pay. So what are their options? Technology, that’s it. Or is it? Chat Bots.

Advertising 100

Advertising Self service Personalization Technology 100

ForeSee

JANUARY 9, 2017

Over 140 million people in the U.S. are subscribers of Verizon Wireless, the nation’s largest wireless carrier. With those sorts of numbers, listening to its customers is a necessity for. The post VOC Leaders: For Verizon Wireless, CX data is instrumental to ‘getting it right’ (video) appeared first on ForeSee.

Wireless 71

Wireless 71

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McorpCX

JANUARY 9, 2017

For the last several years, improving customer experience has been rightfully viewed as one of the most important things any organization can do to drive value. In fact, the phrase is used with the same reverence (and lack of clarity) as words like “strategy,” “brand” and “innovation.”.

Customer Experience 61

Customer Experience 61

Provide Support

JANUARY 9, 2017

How to Know if Customer Service is the Right Job for You. I’ve been working in the customer service front line for more than 7 years and to be honest, in the beginning I was not sure if it was the right job for me. As a young person, which way can you find it out? When you have little experience, your chances of figuring out what you are really fit for are very small.

Customer Service 40

Customer Service Personalization 40

Natalie Petouhof

JANUARY 9, 2017

Tweet As most acquisitions start out with the “ideal” that the product will remain pristine and nothing will change – it will be interesting to see if the acquisition of Trello by Atlassian will be the norm or the exception. From a business point of view Atlassian paid $425M, so they will want their investment to pay off. What’s interesting in today’s world is that instead of putting a bunch of developers in a room to develop new software, companies like Atlassian, instead buy a company.

Personalization 40

Personalization Management Technology 40

Verint

JANUARY 9, 2017

These days everyone is trying to better understand their customers’ needs and preferences. Armed with this knowledge, organizations can better prioritize the customer experience and build more loyal, long-term customers. As part of this process, there’s real value in mapping customer journeys. These maps help illustrate the interaction between company and customer at every point in a clear, understandable way.

Journey mapping 37

Journey mapping Customer Experience Customer Service 37

Avaya

JANUARY 9, 2017

Every Christmas is special. But this Christmas was even more special, thanks to my experience with children young and old who eagerly awaited the arrival of Santa Claus and called the “NORAD Tracks Santa” hotline for info. The hotline has been following Santa’s December 24 travels and answering calls for 61 years—there’s a great story about how it all got started.

Government 45

Government contact center solutions Contact Center Marketing 45

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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

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