Beyond Philosophy

JULY 17, 2017

In our customer experience consultancy, we spend a lot of time educating people about the components of a great customer experience. Some companies get it and they’re creating an emotional connection that brings them loyal fans. But many others look to technology. If customers just had a gadget that could do more or electronic kiosks they could play with in the store, or a virtual reality app – well, then the customer experience would be great.

Technology 331

Technology Consulting Consulting Customer emotions 331

Taylor Reach Group

JULY 17, 2017

By: JD Fairweather. How pervasive is the impending impact of artificial intelligence (AI) on the customer experience (CX)? Well, to join a discussion on the topic, I’d be willing to traverse a room full of telemarketers pitching the latest timeshare deals in Orlando. And it would be worth it, as there are just so many possibilities to explore when pondering the ultimate takeover of the Contact Center by androids.

Customer Experience 251

Customer Experience Telemarketing Entertainment Contact Center 251

Peter Lavers

JULY 17, 2017

This blog coincides with the 10 th anniversary of the first signs of the Credit Crunch, which has impacted and continues to affect all our lives. Readers in their mid-thirties and under may not have experienced anything in their professional lives that hasn’t had an ‘austerity’ cloud hanging over it, and I’m sure that a lot will be written in the coming days, weeks, and months to mark the sad occasion.

Customer Experience 182

Customer Experience Customer centricity Management Automotive 182

Aspect

JULY 17, 2017

A few weeks ago, I was heading home in a car with two of my friends. Oblivious to the hustle of the commute and barely attentive to the idle chatter, I was zoned back into the moment when my friends started talking about artificial intelligence. “ Artificial intelligence is the next big thing. We are going to lose our jobs.” One of them quipped. She then added how she was looking forward to it.

Entertainment 132

Entertainment Personalization Technology Customer Service 132

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Victor Midgley

JULY 17, 2017

The cause for stress in the call center seems obvious and yet very little is done about it. Either naivety, ignorance or plain voracity keeps form useful changes from happening. Recent studies reveal that 83% of call center agents are highly stressed with their job. Over my 20 plus years of consulting call centers all … Continue reading "5 PROVOKING REASONS WHY CALL CENTER AGENTS STRESS".

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Call Center Consulting Consulting call center professionals 120

ShepHyken

JULY 17, 2017

Each week I read a number of customer service and experience 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. How Enterprise Chatbots Platforms Will Change Customer Service by Murray Newlands. (Business2Community) The key to good customer care is making your customer’s experience with your brand seamless, easy, and great.

Customer Service 75

Customer Service Chatbots Government Customer centricity 75

CSM Magazine

JULY 17, 2017

At the heart of every business is a great customer service team, always striving to deliver an exceptional service to their clients with the goal of turning a first-time customer experience into repeat business. Richard Branson truly is the face of customer service. He believes that if you keep your employees happy, they will, in turn, take care of your customers.

Customer Service 77

Customer Service Upselling Engineering Personalization 77

Up Your Service

JULY 17, 2017

Service education leads to creative thinking and practical action. This action produces new and greater service value. What happens in effective service education? 1. A new understanding of service value. Service education shifts a person’s point of view and enables her. to truly see the world from the customer’s perspective. This is. achieved by applying fundamental service principles to observe. and appreciate the customer’s experience from an outside-in perspective.

Education 75

Education Personalization Management Employee engagement 75

Genroe

JULY 17, 2017

After spending 15 minutes on the phone to my bank the nice lady asks me if I would hold on after she hangs up to take a short survey. Sure what’s one more survey to someone who lives them 24/7! After a couple of prompted button pushes to enter scores I get the chance to provide […]. The post Post Call IVR Surveys: Even More Popular But Not That Useful appeared first on Genroe.

Interactive Voice Response 69

Interactive Voice Response Surveys Banking Best practices 69

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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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Up Your Service

JULY 17, 2017

This blog post assumes that YOU, as a leader, understand the importance of building a service culture and your role in making it happen. If you are not sure, I strongly suggest you read this and this first. Businesses and communities for years have developed countless theories and ‘best practices’ to either Get Employees Who Care (Service Recruitment – Building Block #3) or to Get Employees To Care (Rewards and Recognition – Building Block #5).

Best practices 75

Best practices Management Customer Service Employee engagement 75

Quadient

JULY 17, 2017

Five CXOs share their biggest challenges and how they overcame them. p.deluca. Mon, 07/17/2017 - 23:00. As the CXO or customer experience executive in your organization, you are essentially the “change agent”. Ultimately your job is to drive change within the company i.e. culture change, customer experience change, and more. Regardless if you’re new to the role and the organization or simply new to the role, you’re going to encounter challenges along the way.

Chief Customer Officer 52

Chief Customer Officer Customer centricity Customer Experience Marketing 52

VocalCom

JULY 17, 2017

In our digital age, great customer service often means giving customers quick and easy options on the go. While some may argue that customer experiences have become more impersonal as a result, brands may add a personal touch to their service by maintaining a conversational approach and treating each customer as an individual. Here are six ways to give digital customer service an authentic human touch.

Customer Service 48

Customer Service Contact center software Interactive Voice Response Self service 48

Customer Experience Matters

JULY 17, 2017

In this post, I examine the 2017 Temkin Effort Ratings for the U.S. and UK, which is one of the components of the overall Temkin Experience Ratings, the openly available standard for CX metrics. In January 2017, we surveyed 10,000 Read More.

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Metrics Surveys Customer Experience 40

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 17, 2017

In part one of this blog series we asked if now is the time for departments and agencies, who may have been pursuing their own intelligent service projects, to come back together to achieve the 1 + 1 = 3 effect of collective action? After all, street lamps that report themselves when they fail are becoming more widespread—reducing the cost and time needed to keep streets well-lit and producing corresponding benefits for traffic and public safety.

Technology 23

Technology Government Transportation Management 23