Thu.Oct 07, 2021

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5 Rules That Absolutely Build Customer Loyalty

Beyond Philosophy

Loyalty is one of the most overused phrases in business today. To most companies, it invariably means “customers give us all their money.” But that is not what loyalty is. So, today we’re going to talk about the five rules that will build customer loyalty. Or you can listen to the latest episode of my podcast here. Before we get into the rules, let’s talk about what loyalty is.

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Customer Service Week Surprise From Salesforce – Unboxing!

Myra Golden Media

My son brought in an enormous box from Salesforce Service Cloud 360 full of goodies! Watch me unbox that surprise here. #servicetrailblazers #customerserviceweek [link]. Oh, my gosh! This is amazing! .

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How to Improve Brand Reputation with a Telephone

Customer Contact Central Submitted Articles

Telephone answering services do more than answer calls. At least, they should. When an agent answers a call, you want them to be an extension of your business. A good agent answers any questions that come in the way you prefer.

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Customer Service Week Day 4!

Myra Golden Media

I seriously love this week! Today in my session, I focused on helping customer service leaders nurture themselves. And then, in the afternoon, my son brought in an enormous box from Salesforce Service Cloud 360 full of goodies! Watch me unbox that surprise here. Here’s the replay from today’s session – again, dedicated to customer service leaders.

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The 2023 Verint Experience Index: Retail

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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A New Reality For Customer Experiences And

Customer Contact Central Submitted Articles

Several months ago, I was part of a conversation on LinkedIn about the need for marketing to be more audience-focused than brand-focused. Immediately, a quote attributed to Theodore Roosevelt came to mind: "People don't care how much you know until they know how much you care.

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4 Tips for Surviving in a Retail Contact Center

Fonolo

With businesses reopening after COVID-19 closures, US economist Mark Zandi asserts that retailers benefited significantly from the reopening economy. Moreover, retail spending is expected to increase by 19% this year. These predictions represent significant opportunity for retailers. That’s why it’s more important than ever to have a superior customer service strategy — that includes ensuring your retail contact center operations are optimized for a smooth customer experience.

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We Are Living in the Future

Contact Center Pipeline

We are living in the future I’ll tell you how I know I read it in the paper Fifteen years ago. John Prine wrote these prophetic lyrics back in 1980. In an interview shortly thereafter, Prine said it took him seven years to write those lyrics prior to releasing the song, “We Are Living in […].

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Learn How to Get Customer Feedback Easily and Efficiently

Totango

Knowing how to get customer feedback can be tricky. First, there is the challenge of getting customers to share feedback. Customers who are upset will often spread their displeasure to others without ever telling you, while those who are satisfied may keep it to themselves. Even when you collect customer feedback, it may be gathered through different channels, stored in different data silos, and never coordinated and analyzed in an organized and actionable way.

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What is Digital Experience?

Lumoa

Nobody likes a know-it-all, but, if we may, we would love to provide some specific definitions for you about digital experiences and their variants because it is valuable information to know. Terminology can be tricky when seeking ways to improve, no matter the industry or trade. And although it might seem like a debate in semantics, understanding the distinction is something to keep in mind when looking for ways to set yourself apart from competitors.

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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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9 Uncomplicated Ways to Gain More Customers

Quality Contact Solutions

Today, customers have more choices than ever before which is both good and bad. However, the bottom line is that it’s essential to have solid strategies and a plan to gain more customers. New customers are vital for the continued business growth, and, as we have all experienced, customers tend to leave for many different reasons. So, check out this list of uncomplicated ways to gain more customers.

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Reducing Stress, Drama and Frustration When Things Go Wrong – A Troubleshooting Outline

Creative Virtual

By Rachael Needham, VP of Strategy & Operations. For most people and companies, business-as-usual dramatically shifted in the last year and a half, which can add stress and anxiety to already busy lives and work environments. Our ability to communicate and problem solve has become more important than ever. Good communication can help reduce stress and frustration while improving efficiency and productivity.

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Don’t Reward the Hoard: Combat Knowledge Hoarding at Work

Guru

Sharing is caring when it comes to workplace knowledge. We’re champions of knowledge-driven cultures , and we know that there are many reasons organizations should invest in sharing knowledge instead of hoarding it. Do you remember what happened the last time a “big fish” left your company?

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The Evolution of Customer Experience in the Travel Industry

BlueOcean

Few industries are quite like travel. Can you think of any other industry where anxiety is baked into the product or service? Even before the pandemic, customers found themselves faced with myriad rules, restrictions, and bottlenecks to navigate before reaching their destination, leading to many a meltdown at checkpoints and terminals around the world.

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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 9 Main Types of Customer Service Software: Explained

Help Scout

You need the right tools to deliver great support. Start your research with this explanation of the main types of customer service software.

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Learn How to Get Customer Feedback Easily and Efficiently

Totango

Knowing how to get customer feedback can be tricky. First, there is the challenge of getting customers to share feedback. Customers who are upset will often spread their displeasure to others without ever telling you, while those who are satisfied may keep it to themselves. Even when you collect customer feedback, it may be gathered through different channels, stored in different data silos, and never coordinated and analyzed in an organized and actionable way.

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Three reasons not to hire a customer service consultant

Toister Performance Solutions

A few years ago, I stopped most of my consulting. The decision wasn't made lightly. My latest book, The Service Culture Handbook , was taking off and I was receiving more inquiries than ever before. But something gnawed at me. Most clients weren't getting the results they wanted. Not just my clients. Companies that hired any customer service consultant were struggling to see any gains.

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Test Data Management that Delivers Results and Keeps Banks Compliant

Cyara

Testing is essential for the delivery and monitoring of every element of the customer service delivery system. The IVR, a key component of that system, is no exception. Even the most basic customer inputs can lead to problems down the road if there is just one error in the mix. This fact is only magnified in the financial industry, where customer inputs at any given touchpoint deal with sensitive data and critical transaction info.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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Retail fraud: Why consumer identities must evolve with biometric security

Nuance

I’m writing this a few days after the Merchant Risk Council (MRC) Vegas Virtual Event 2021. After the disruption of the last year, it’s hard to overstate the need for such events where merchants can come together, discuss fraud risks, explore key solutions like biometric security, and share fraud prevention strategies and best practices.

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Should You Build or Buy Conversational AI Automation for the Contact Center?

SmartAction

We’ve all been there. We want something done, and we have faith in ourselves to execute the task well enough, if not better than someone qualified to do it. There are many different reasons for our DIY urges: • to save money • to have more control • because we feel capable • because we crave that personal satisfaction from doing something yourself.

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5 Complaints about Today’s Customer Service (and how Conversational AI can help)

Interactions

“Have you called the cell phone company yet?” asks my husband for the 50th time in the past two days. I pretend that I can’t hear him from upstairs and ignore what will be inevitable. The dreaded customer service call. I try to hide, but eventually know I will have to do it. I am not alone in that sentiment. According to our recent survey, only 7% of people say they actually enjoy contacting customer service (and by the way, who are these people?).

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Difference Between A Call Center And Help Desk BPO Service

Helpware

Looking to improve your customer service operations with BPO solutions? Explore the differences between call centers and help desks in this guide.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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Newsletter Time - Podcast Too - More on The Great Resignation

Jon Arnold

First week of the month is when these usually go out - JAA’s Communications and Collaboration Review , and Watch This Space. If you don’t know either, a good starting point would be here for the newsletter , and here for the podcast. There’s no cost to subscribe to either, and for a taste, here’s the link to give our latest podcast a listen. As always, I’d love to hear your thoughts, and sharing is appreciated.

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Retail fraud: Why consumer identities must evolve with biometric security

Nuance

I’m writing this a few days after the Merchant Risk Council (MRC) Vegas Virtual Event 2021. After the disruption of the last year, it’s hard to overstate the need for such events where merchants can come together, discuss fraud risks, explore key solutions like biometric security, and share fraud prevention strategies and best practices.

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How To Create A Newsletter That Actually Drives Customer Engagement

ClientSuccess

Email marketing today is a lot different from what it used to be. Users these days want more than just a weekly or monthly promotional newsletter; they expect to be engaged and catered to. And if your emails fail to intrigue them, they have too many brands vying for their attention to really care about yours. . That’s why you need to be very conscious while planning out your newsletter campaign. .

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Why cross-selling is important…

TMP Direct

Cross-selling is simply recommending products or services to your existing customer that will complement or expand the products or services they already have. Look at the travel industry for instance. The travel company may sell you a ticket on a flight to your desired vacation destination – that’s the original sale. The cross-sell occurs when they sell you a vehicle rental for when you land, a room in a hotel to stay in, and a guided tour.

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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Successful Strategies for Google’s Business Messages: Customer Service, Marketing, & Omnichannel

Quiq

Share This Story For retail organizations, Google’s Business Messages feature presents a powerful new opportunity for various teams to forge 1:1 connections with consumers, at scale, through the world’s largest search engine. But which teams stand to gain the most, in both the short and long term, from this new messaging channel? To answer this question, the Quiq team recently sat down with Katie Osberg at Google for a webinar discussion on what are some of the successful strategies and how diff

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Empirix Launches New Hammer Partner Program to Capitalize on the Growth of the Contact Center as a Service Market (CCaaS)

CSM Magazine

Empirix , an Infovista company and leader in contact center testing and experience assurance, has announced a major expansion of its partner strategy that aims to transform the business to a 90%+ channel centric vendor within 5 years. The increased focus on channel enablement aligns with the booming Contact Center as a Service (CCaaS) market, which Gartner projects reaching $17.9 billion by 2024 at Compound Annual Growth Rate (CAGR) of 29%.

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10 Examples of Companies Delivering Superior Customer Service

Uniphore

It’s increasingly vital for organizations in all industries to provide superior customer service that exceeds expectations and meets users’ needs quickly and efficiently. To do just that, one of the best ways is to learn from the examples of the best in the business. Delivering great customer service above and beyond what people expect relies on various best practices and innovations like Conversational Automation solutions to resolve customer service challenges.