ShepHyken

DECEMBER 30, 2016

This week on our Friends on Friday guest blog post my colleague, Erich Lawson, writes about the importance of being an eco-friendly business and how it can encourage loyalty among consumers. This is a great example of finding out what is important to your customer and making it a priority. – Shep Hyken. Studies have found that businesses are bound to reap numerous benefits from the implementation of social and environmental initiatives most of which require minimal capital.

Surveys 213

Surveys Accountability Management Customer Service 213

aircall

DECEMBER 30, 2016

Setting up a call center for your business is an investment of both time and money. In order to navigate this operation as well as possible, here is a guide to help you get off on the right foot when you build a call center. This guide will be useful regardless of the type of call center you’re looking to set up (inbound or outbound, sales or support).

Call Center 97

Call Center Virtual Agent virtual call center CRM 97

CSM Magazine

DECEMBER 30, 2016

You can’t just pay lip service to the idea of improving your customer service—you have to take dedicated action to do it right. Here are five easy ways to help you create top-notch customer service. 1. It all starts with hiring. When you hire, at all levels of your organization, you have to look beyond the required skills and find employees with the right personality to fit the culture you want to cultivate.

Customer Service 69

Customer Service Education Personalization Marketing 69

aircall

DECEMBER 30, 2016

Setting up a call center for your business is an investment of both time and money. In order to navigate this operation as well as possible, here is a guide to help you get off on the right foot when you build a call center. This guide will be useful regardless of the type of call center you’re looking to set up (inbound or outbound, sales or support).

Call Center 88

Call Center Virtual Agent virtual call center CRM 88

Advertisement

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

Surveys

CSM Magazine

DECEMBER 30, 2016

Building and sustaining a superior service culture needs the support of committed service leaders and aligned leadership teams. Leaders must set a clear vision, inspire dedicated action, provide effective education, and cultivate a conducive environment. Let’s look at each of these four points more closely to understand a leadership team’s critical role in building an “uplifting” and sustainable service culture in an organization. 1.

Education 65

Education Construction Personalization Customer Service 65

CSM Magazine

DECEMBER 30, 2016

I was sitting in my doctor’s office. She’d just done an exam for causes of my vertigo (fortunately benign) and was speedily typing her notes into the computer. A little hesitantly, I said, “I forgot, I have another question” She immediately stopped typing, and swiveled her chair to face me, expectant. I asked my question, and after fully answering it, she turned back to the computer.

Coaching 53

Coaching Personalization 53

Inova Solutions

DECEMBER 30, 2016

How can busy hospitals spread important emergency information when there's so much going on at once? Video Tag: Campus Safety Read more about What should hospitals look for in emergency communication? Part 1 [Video].

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CSM Magazine

DECEMBER 30, 2016

Customer service is all about treating people well. But what about those times when people make impossible requests, and you feel you have to say “no” to a customer? I have a novel way to handle these situations – by permanently striking the word “no” from your vocabulary! Saying no to customers is part of our natural survival instincts, because we are naturally programmed to defend our turf.

Personalization 40

Personalization Customer Service 40

Inova Solutions

DECEMBER 30, 2016

In part one of this two-part series, we discussed how important it is for hospitals to choose the right emergency display system. So what should they look for? Video Tag: Campus Safety Read more about What should hospitals look for in emergency communication? Part 2 [Video].

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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

CSM Magazine

DECEMBER 30, 2016

When you hire new people, are you tempted to opt for the ones that remind you of…YOU? An all-too common mistake managers make when they hire is to look for someone who’s similar to them. It’s called the “Halo-Effect.” When halo-effect hiring decisions are made – personality, charisma, appearance and stature trump experience and skill set. This is a scary step to take in the wrong direction because it’s all too subjective, personal and dependent on the hiring manager.

Coaching 40

Coaching Education Personalization Management 40