Beyond Philosophy

JULY 19, 2017

Taking care of your best customers is an age-old concept. It has lasted all these years because it works. Loyalty programs are one of many ways you can do this for these top priority people. When it comes to loyalty programs, you cannot forget certain vital features, and according to a recent report, one of them is easier than you think. Per the 2017 Colloquy Loyalty Census, there are 3.8 billion memberships for loyalty programs.

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ShepHyken

JULY 19, 2017

I just returned from Influence 2017 , the annual conference put on by the National Speakers Association. My friend and one of the world’s authorities on trust, David Horsager was one of the amazing keynote speakers. He shared an excellent customer service example that can be summed up this way: Trust your customers and they will trust you. The quick version of the story is this: A farmer owns a fruit and vegetable stand where his customers pay on the honor system.

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Contact Center Pipeline

JULY 19, 2017

In the B2B world, where businesses tend to compete on price, DAT Solutions stands out as a shining example of a service-oriented company that prides itself on delivering value to customers. “Customers for Life” has been a core value at DAT more than 20 years. More than just words—it is the foundation upon which the […].

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AskNicely

JULY 19, 2017

What is it that holds the internet up? Once you get past Facebook and Twitter and sports results and your company’s website, what’s underneath? What’s down in the engine room, powering the whole thing? What’s down in the basement, supporting the entire structure? Cat videos. That’s right. Cat videos. Those cute, little, furry procrastination machines, larking about with balls of wool, tumbling about on carpets, or in barns, or in all manner of delightful surrounding

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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.

Customer Relationship Metrics

JULY 19, 2017

Where’s the fun in Customer Satisfaction Surveys? That’s correct…WTF? The fun is when you know how to avoid the pitfalls that so many people fall into. If you know how to avoid them, it can be a lot of fun being able to use the information you capture to make your life better. When you are in customer service and customers and employees are satisfied…you feel satisfied.

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Influitive

JULY 19, 2017

This is the eighth post in a series about launching a customer advocacy program. The latest post in the series described how to determine which facet of your program to focus on: reach or relationship. Because advocacy managers are so focused on day-day activities, we are prone to tunnel-vision. Sure, we set aside time to.

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Eptica

JULY 19, 2017

Date: Wednesday, July 19, 2017 Customer service expectations – comparing Asia and the West. Published on: July 19, 2017. Author: Vincent Giraud Across the world consumer expectations are continually rising when it comes to the service they receive from organizations. However, there are still significant differences between what consumers demand in different regions and cultures.

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Mindtouch

JULY 19, 2017

If you’ve checked out our blog recently, you know we’ve been talking about ways to improve your ranking on Google. Today we’re going to talk about one of the most fundamental ways you can improve your SEO, thanks to research from Dr. Pete of Moz. Speaking at MozCon 2017, Dr. Pete shared how Google’s algorithms are trending towards privileging HTTPS over HTTP sites.

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industry standards Best practices Engineering 54

Customer Experience Matters

JULY 19, 2017

We just published a Temkin Group report, Renovating Your Voice of the Customer Program. Here’s the executive summary: Voice of the customer (VoC) programs are essential to any customer experience effort. In recent years, VoC efforts have continued to expand Read More.

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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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DMG Consulting

JULY 19, 2017

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report. 7/19/2017. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 Intelligent Virtual Agent Product and Market Report. When: Today, 19 July 2017. Where: Available at the DMG Consulting online store.

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Virtual Agent Consulting Consulting Marketing 48

CSM Magazine

JULY 19, 2017

$4 trillion. That’s the projected global online retail sales by 2020, and double the projected global online retail sales for 2017. Those are huge amounts of money in absolute terms as well as a large relative increase. What’s also riding this growing trend is fraud-related loss, including chargebacks. Chargebacks are charges debited against a vendor’s account, after a customer disputes a charge on their credit card bill and their credit card issuer finds in their favor.

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Jon Arnold

JULY 19, 2017

As usual, I just have time to post a quick take on Day 1 from the conference, along with some photos. I'll be writing up my thoughts in a separate post after the event, and will be posting that on UCStrategies , so watch for that over the next few days. In short, Genband is making big strides with Kandy as a platform play to help carriers compete in today's hyper-competitive market.

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Uniphore

JULY 19, 2017

The increasing levels of technology being adopted into the contact center may leave some agents fearing for their jobs, but RPA will only benefit them in the long run. Read More.

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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

Verint

JULY 19, 2017

In our last knowledge management (KM) blog , we discussed how critical it is to link your KM capabilities and activities to outcomes. Building this connection serves as the foundation to establishing a ‘value-driven’ KM program. Our customers often have a clear vision for KM and a good sense of the value KM will help them realize. However, bridging the gap between vision and value can feel like an overwhelming task—the missing link is KM strategy.

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Management Best practices Analytics Feedback 32

Brad Cleveland Blog

JULY 19, 2017

A popular trend in process improvement is the effort to correlate specific contact center activities to overall customer satisfaction. For example, some consulting organizations have been convincing clients to lower service level objectives because their scatter diagrams demonstrate minimal correlation … Continue reading → The post Don’t Forget the Oboes appeared first on Brad Cleveland.

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REVE Systems

JULY 19, 2017

In 2011, a group of researchers stated through a research that 54% of Chief Information Officers affirmed the positive sides of real-time workplace communication through Enterprise Instant Messaging Solution. That time it was just scholar’s prediction on future enterprise communication without any clue to its future mayhem. That prediction has emerged as a wild truth when in late 2013, the market research firm The Radicati Group estimated that out of the nearly 3 billion worldwide Instant Messag

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Brad Cleveland Blog

JULY 19, 2017

A popular trend in process improvement is the effort to correlate specific contact center activities to overall customer satisfaction. For example, some consulting organizations have been convincing clients to lower service level objectives because their scatter diagrams demonstrate minimal correlation between overall service level and customer satisfaction results.

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Contact Center Consulting Consulting Service level 20

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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.

Self service

Mindtouch

JULY 19, 2017

In the era of the empowered and enabled consumer, the throne belongs to brands that deploy compelling content in the service of a strong customer experience.” – Augie Ray, Research Director for Customer Experience, Gartner. It goes without saying that the core of customer success is strong content. Support articles, product documentation, on-boarding guides, learning paths—all of these combine to tell your product’s story in a way that makes your customers successful.

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Brad Cleveland Blog

JULY 19, 2017

A popular trend in process improvement is the effort to correlate specific contact center activities to overall customer satisfaction. For example, some consulting organizations have been convincing clients to lower service level objectives because their scatter diagrams demonstrate minimal correlation between overall service level and customer satisfaction results.

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