ShepHyken
JULY 5, 2017
I will always remember my first marketing class in college when we learned about the 4 P’s – Product, Price, Place, and Promotion. Well, now there is a fifth P. Before I go any further, as a customer service and experience expert, I believe that service and experience are all about marketing. The first P is about Product. It is assumed that the product is going to do whatever it is supposed to do.
Callminer
JULY 5, 2017
In today’s customer-focused business world, that means you need to view customers as the boss. At the very least, focus on their concerns and satisfaction.
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Convoso
JULY 5, 2017
Building a call center culture that breeds motivated and empowered agents is a lot easier said than done. With so much at stake in every customer interaction, call center managers tend to be too reliant on old redundant policies that simply breed frustrated customers or a lack of sales. In 2017, it is now more important than ever to focus in on making sure your call center agents are focused and goal-orientated.
Callminer
JULY 5, 2017
We’ve put together this list of 50 top marketing and analytics podcasts to make the search a bit less painful for you.
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Convoso
JULY 5, 2017
Joined by all the brightest minds in telecommunications, team Convoso spent the week of June 27-30 as exhibitors at Call Center Week 2017. The highly anticipated event took place in The Mirage in Las Vegas, Nevada. During the event, Team Convoso was thrilled at the opportunity to touch base with some of our existing clients along with getting to build new relationships with a variety of potential new customers.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Peter Lavers
JULY 5, 2017
Peter Lavers blog on “Two Common Mistakes Companies Make” has been published in CXM. The world is going omni-channel*, and understanding / managing your customers’ cross-channel journeys and usage of ever-proliferating media are at the heart of Customer Experience theory. Find out what those 2 things are here. Tweet to Peter Lavers @PeterLavers.
Andrew Mcfarland
JULY 5, 2017
Despite notions to the contrary, we are not in the customer experience business to make customers happy. According to one definition I read recently, the purpose of a customer experience team is to meet or exceed “customer expectations, thereby, increasing.
SharpenCX
JULY 5, 2017
An increasing amount of attention is being paid to first contact resolution (FCR) as the end-all, be-all metric for measuring agent efficiency and effectiveness. [.]. Read More. The post Is It Time to Re-Evaluate First Contact Resolution? appeared first on Sharpen Contact Center Software.
Aspect
JULY 5, 2017
A recent CNBC article discussed the reason McDonald’s stock price hit an all-time high was based on speculation that sales were going to increase due to new digital ordering kiosks that will replace cashiers in 2,500 restaurants. The fast-food pioneer knows a thing or two about efficiency and meeting the needs of their customers. In an environment where customers want a fast, familiar meal, the introduction of self-service kiosks promises to expedite the ordering and payment process.
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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
Eptica
JULY 5, 2017
Date: Wednesday, July 5, 2017 Driving digital transformation within insurance. Published on: July 05, 2017. Author: Pauline Ashenden As in many industries, the insurance sector is experiencing radical changes due to digital transformation. Nearly 80% of consumers want to use digital channels such as the web, email, social media and chat to interact with insurers.
aircall
JULY 5, 2017
We’re delighted to announce our partnership with Kustomer , whose intelligent support CRM now integrates flawlessly with Aircall’s phone system. Kustomer aims to transform the way businesses serve their customers by providing a CRM which streamlines support operations and increases support teams’ productivity. Their software centralizes customer interactions over multiple channels, and empowers support representatives to dispense a highly personalized customer experience.
Vonage
JULY 5, 2017
In a commodity world, customer loyalty is harder to achieve. Customers want you to stand out and earn their trust. Here is a list of strategies to create a customer centric organization. Get to know the customer. Listen and show you have listened. Deepen the relationship with your knowledge of them and their buying habits. Be the editor for the customer.
aircall
JULY 5, 2017
We’re delighted to announce our partnership with Kustomer , whose intelligent support CRM now integrates flawlessly with Aircall’s phone system. Kustomer aims to transform the way businesses serve their customers by providing a CRM which streamlines support operations and increases support teams’ productivity. Their software centralizes customer interactions over multiple channels, and empowers support representatives to dispense a highly personalized customer experience.
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.
CX Journey
JULY 5, 2017
Image courtesy of Pixabay Customer focus. at what cost? Are you kidding me? I recently attended a webinar about how to develop a customer-centric culture. One of the questions during the Q&A at the end of the webinar was something along the lines of, "Doesn't more customer focus means less focus on products, etc.?" I happened to have just taken a sip of my coffee, and I think it came out of my nose.
aircall
JULY 5, 2017
We’re delighted to announce our partnership with Kustomer , whose intelligent support CRM now integrates flawlessly with Aircall’s phone system. Kustomer aims to transform the way businesses serve their customers by providing a CRM which streamlines support operations and increases support teams’ productivity. Their software centralizes customer interactions over multiple channels, and empowers support representatives to dispense a highly personalized customer experience.
LiveChat
JULY 5, 2017
We waited for this moment for quite some time. The excitement was so big that we even made bets on when it would happen. And I’m not talking about reaching 100,000 unique visits per month on our blog – although that caused a lot of stir as well. I’m talking about a day when our dashboard showed us that LiveChat reached 20k customers ! Woohoo! What do you do when you hear such amazing news?
Customer Experience Matters
JULY 5, 2017
Trust is a critical component of a strong relationship with customers. That’s why Temkin Group has been measuring trust for several years in the U.S. This year we’re publishing the 2017 Temkin Trust Ratings, UK, which evaluates 157 companies across 16 industries based on a survey of 5,000 UK consumers in January 2017 (see full list […].
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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.
Talkdesk
JULY 5, 2017
Last week, Talkdesk invited the team from Front to co-host a webinar about managing high volumes of customer support. Together, Talkdesk and Front presented five specific tactics that support teams can utilize to increase support efficiency while maintaining a level of personalization that keeps customers engaged. In this post, we’d like to share more details about the first of these five tactics.
ClientSuccess
JULY 5, 2017
As any SaaS professional knows, even the best laid plans sometimes hit roadblocks. For customer success leaders, these roadblocks or pitfalls can be the tipping point between customer satisfaction and customer churn. 5 Common Success Post-Sales Pitfalls. In order to make sure your CSMs are prepared, take a look at these common post-sales pitfalls, strategies for success, and best practices at every point of the post-sales customer lifecycle to ensure critical issues don’t slip through the cracks
COPC
JULY 5, 2017
COPC Inc. introduces a new blog series called Ask the Experts. This will be a quarterly series where we ask COPC Inc. experts questions about specific areas for improving operational performance in call centers, customer experience operations, vendor management organizations and procurement. In this edition of Ask the Experts , we turn to Judi Brenstein, vice president and COPC Inc.’s resident expert on recruiting, hiring, training and coaching for call centers and CX operations.
ForeSee
JULY 5, 2017
As the largest digital automotive marketplace in the U.K., Auto Trader relies on keeping potential customers actively engaged and highly satisfied when visiting its digital channels – making a good customer experience a necessity. The. The post How Auto Trader boosted NPS scores 42% with ForeSee CX measurement appeared first on ForeSee.
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!
Jon Arnold
JULY 5, 2017
Sure was a busy month, and capped off a roughly two-month run of continuous events I either attended or spoke at. Somehow, I got my regular fill of writing done, along with a podcast, a webinar, and the launch of one of my current white papers. Finally had a chance to exhale, put this digest together for my June writing, and gear up again for what hopes to be a quieter month.
Verint
JULY 5, 2017
In the first blog in this series , we discussed how organizations can help optimize the impact and scalability of their corporate Lean and Six Sigma teams. In this blog we’ll be addressing how these teams can prioritize processes for re-engineering or automation. In a recorded webinar, Creating Competitive Advantage through Process-Led Transformation , Accenture Managing Director Mark George shared a startling statistic.
Beyond Philosophy
JULY 5, 2017
I was shopping for a graduation card the other day, and all of them seemed to say something like this: “Dream big and reach for the stars, your goals are within reach and you are on your way to an amazing future.”. If I was just getting out of school I would find this rather terrifying. I think I’d much prefer a hearty “Congratulations – well done!” instead of a bunch of vaguely inspirational words reminding me how far I had yet to go.
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