Tue.Jul 03, 2018

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Amazing Business Radio: Michael Redbord

ShepHyken

Turning Happy Customers i nto Brand Advocates. How will chat and chat bots transform customer service in the near future? Shep Hyken discusses turning customers into viral promoters, a new customer-focused growth model, and the next phase of automated customer service with Michael Redbord, GM of the Service Hub at Hubspot. ? ?. Top Takeaways: Redbord shares the five rules of a customer-centric organization. 1) Knowledge of your customer. 2) Applying the knowledge. 3) Listening and prioritizing.

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Retail Loyalty Programmes – what are you really saying?

Peter Lavers

Like many people I’m a member of many loyalty programmes – from grocery retail through to airline frequent flyer clubs. I recently received two very similar direct mail offers from major retailers that got me thinking about the strengths and weaknesses of loyalty programmes. Let me explain further. The two mailings that I received were almost identical in their treatment (except the branding, of course!).

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Contact Center Pipeline Magazine: Inside Our July 2018 Issue

Contact Center Pipeline

Publishers Note July 2018 We’ve seen the statistics and studies – or seen it first-hand, employee engagement is at an all-time low and continues to be a top management challenge. While we all struggle to find the right strategies for improvement, the effects on productivity, costs and culture continue to mount. Improving engagement was a […].

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How You Can Make A Big Difference in Contact Centers

CX Global Media

Meeting with Nate Brown from United Laboratories at ICMI’s Contact Center Expo was absolutely a thrill. Especially catching up with him after being the MC of the ICMI Global Contact Center Awards. During our interview Nate shared some important current and future insights into the contact center industry and how you can make an impact. And leave a legacy that positively impacts the entire contact center community.

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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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How AR Instruction Manuals Drive Superior Product Engagement

TechSee

“Instruction manuals” The words conjure up images of thick black-and-white tomes, boring, underused, maybe even untouched for years in our homes. But no longer. Augmented reality has “blown the dust” off the instruction manuals of yesteryear. Augmented reality (AR) is maturing as a technology and its adoption on mobile devices is growing steadily.

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AskNicely NPS for Marketing Cloud

AskNicely

Marketing and Customer Success: Do you know how to activate your Wonder Twin powers? . Wait, who or what are Wonder Twins? You may remember the the Wonder Twins from the SuperFriends cartoon TV series. They are Zan and Jayna, alien siblings from the planet Exxor with shapeshifting abilities — but they can only activate them when they touch hands. Zan has the ability to morph into any form of water, while Jayna can transform into any animal.

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3 Ways to Verify First Contact Resolution (FCR)

Outsource Consultants

According to an article by Nancy Porte , 63% of consumers will gladly interact with chatbots as long as human agents can be available as a backup. What this shows is that artificial intelligence (AI) may not completely overtake human service agents, but it’s also not a fad that’s going away any time soon. Companies need to embrace self-service options in their customer experience, but this can be tricky to implement.

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Getting the Most out of Customer Journey Maps

CX Advantage Walker

A roadmap is only beneficial if it helps you get to where you want to go. If streets are omitted or mismarked, the map impedes your ability to reach your destination. In essence, it loses its value. The same principles apply to a customer journey map. When the journey map clearly represents the full experience. Continue reading. The post Getting the Most out of Customer Journey Maps appeared first on CX Advantage.

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Customer Support’s Important Role in Solving Common Churn Problems

Solvvy

For growing companies (like us!), growth and churn are two important areas of focus–while often times it’s easier to focus and highlight growth because it’s more exciting and sexy, churn is equally important and should not be swept under the rug and dismissed. Understanding why customers churn is critical to how you continue to position, sell, and support your customers and to build your product and business.

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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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Staff Burnout and Technology – The Perfect Pair

Aspect

It’s no secret that physician burnout is a major issue. Medscape’s National report on Physician Burnout and depression found thatnearly two-thirds of U.S. physicians report feeling burned-out, depressed or both and of the physicians who reported burnout, 56% chose “an excess of bureaucratic tasks” as a contributing factor. Burnout is a multifaceted pandemic.

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What to Do During a Week Full of Distractions

Toister Performance Solutions

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. This is a lost week for many people. Wednesday is Independence Day in the United States, which means many employees (and customers) are taking the week off.

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How to Reduce Customer Churn with Effective Support?

Playvox

In the current cut-throat and intensely competitive market environment, effective customer support is the surest way to ensure that the products and services provided by your organization are of the highest quality and have the extra edge over your competitors.

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Dear Zendesk, don’t walk the Talk.

Freshcaller

Find out what freedom feels like with Freshcaller, the Zendesk Talk alternative for Support teams. While looking for a Zendesk Talk alternative, there is an important question you need to ask yourself. Why are you looking for an alternative? It’s important to know where you stand because, while there are many options available in the market, only a few will meet your requirements.

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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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June Writing Roundup

Jon Arnold

Sure has been a while since my last blog post. I was on the road three weeks out of four last month, so blogging has been light, and same for my writing output overall. The time, however, has been well spent, and I now have a number of new projects starting up. No conferences til late September, and I'll be plenty busy close to home fulfilling client work.

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Customer Support’s Important Role in Solving Common Churn Problems

Solvvy

The post Customer Support’s Important Role in Solving Common Churn Problems appeared first on Solvvy.

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Up Your Customer Service Game by Leveraging What You Have

8x8

One recent study published by Marketing Week revealed that 75% of companies acknowledge that customer experience (CX) is of increasing strategic importance. Yet only 24% said that customer experience is fully embedded in their organization. If your company has not fully embedded a mature customer experience model, you are not alone. In fact, just 13% of organizations self-rate their CX delivery at 9/10 or better according to Dimension Data.

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CX Lessons from the best SaaS organizations

Customer Guru

The SaaS world is replete with cut-throat competition; the same services are provided by many brands, all of which have wonderful products. In such a scenario, what differentiates one SaaS brand from the other? Customer experience, but of course. This blog discusses what customer experience lessons one can learn from the best-in-business SaaS brands.

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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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In Search of the WOW effect: How To Take Customer Engagement to a Whole New Level

Answer Dash

According to a survey by Forbes Insights and Pegasystems that covered more than 200 U.S. executives, 88% of leaders have created a position responsible for customer engagement in the past 12 months. When taken seriously by companies, customer engagement creates an amazing opportunity for businesses to get to know their customers, build long-term relationships with them, and ultimately enhance their business performance.

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Are we free?

Freshcaller

Experience freedom with Freshcaller – the best call center software for all businesses. What is freedom? – the power or right to act, speak or think as one wants. – the state of not being imprisoned or enslaved. – the state of not being subject to or affected by (something undesirable). Most of us belong to states which are free. We have earmarked specific days in our calendars every year to celebrate our independence as nations.