Return Customer
JULY 25, 2018
While customer acquisition may be at the top of your list, customer retention should be as well. Your company may produce the best or only product of its type on the market, but without good customer support, your business will have a hard time holding on to customers. Your customers want quick and efficient support when they need it if they are not getting that they will go elsewhere.
Olympia Consulting
JULY 25, 2018
I am thrilled that the vast majority of organizations have started to realize that it is important to get feedback from their customers. Unfortunately, the manner in which many companies have executed on this critical area is falling short of what they could be doing. In this article, I would like to discuss some of … The post Customer Surveys – The Good, Bad, and the Ugly appeared first on Olympia Consulting.
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Contact Center Pipeline
JULY 25, 2018
Our annual challenges and priorities survey, as well as our project experience, show that high attrition, absence and adherence issues, and the uphill battle to gain budget approval for additional staff remain pain points for many centers. While technology is not a “white knight” riding in to solve the staffing problems, I’m willing to bet […].
ShepHyken
JULY 25, 2018
Customer service and customer experience (CX) have become as hot of topics as any in business. Owners of small businesses and leaders of the largest companies recognize the importance of CX. It’s what drives our business. It’s become a customer expectation. Don’t deliver on the CX and the customer will find someone – or some company – that does. And, not only do you have to deliver on the experience, you have to stand out and be different.
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Customer Guru
JULY 25, 2018
Most often, companies are well aware of the issues their customers are facing. And at times that could be a deterrent to taking customer feedback seriously. In several of my early discussions with clients, when I ask them to read every customer comment and act on the feedback to improve customer experience, I am told “We already know what is ticking off our customers and we are working on solving those issues.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
GetFeedback
JULY 25, 2018
Looking at customer experience (CX) and churn in the SaaS environment from a high level, there’s one theme that stands out from the mix: The fact that we live in what’s called a “switching economy.”. The term, coined by economists, describes a current trend impacting switching brands because of dissatisfaction with their experience. It can be a major driver of customer churn—and it’s already creating an incredible economic deficit in the US.
Customer Experience Matters
JULY 25, 2018
We’re always looking for ways to share interesting data and concepts, so we regularly publish parts of our content in infographics. In case you’ve missed any of them, here’s a collage of the infographics that we’ve already published this year. Here are the individual infographics: Six Laws of Customer Experience Mastering Customer Experience Metrics Building A Strong Voice of The Customer Program Online Training For a Customer-Centric Organization Humanize Customer Experi
GetFeedback
JULY 25, 2018
By delivering one consistent support experience across support channels, companies can differentiate and succeed. Learn why omnichannel support is the way.
Interactions
JULY 25, 2018
JULY 25, 2018 We talk a lot about the future. Read more » The post The Modern Consumer: 4 Things You Need to Know appeared first on Interactions Resource Center.
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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
Eptica
JULY 25, 2018
Date: Wednesday, July 25, 2018 Author: Taoufik Massoussi - Product Manager & Head of AI Why traditional VoC metrics don’t deliver the insight you need to succeed. Published on: July 25, 2018. Author: Taoufik Massoussi - Product Manager & Head of AI Given its importance, most organizations measure customer satisfaction, normally through Voice of the Customer (VoC) surveys.
Russel Lolacher
JULY 25, 2018
Stay tuned for a tale of loss, resurrection, and a small victory This is the CX Storytime story of…. Never too Proud for Pine Nuts The Story ACT ONE Linda and Cindy worked in downtown Vancouver for a talent agency. It was a fun job but pretty intense and stressful. Pretty quickly, Linda and Cindy started a. The post CX Storytime Tale of Never too Proud for Pinenuts appeared first on The Upsell.
Playvox
JULY 25, 2018
As a call center manager or supervisor, it's important you learn to go beyond your every day tasks and be able to work, inspire and motivate your team to perform to the best of their abilities. Your role goes beyond simply managing day-to-day duties and drills down into your ability to foster a positive work environment where your employees trust and respect your decision-making.
Genroe
JULY 25, 2018
I’ve heard it too many times from small businesses who no longer invest in digital B2B marketing. “We tried it and it doesn’t work. After consulting with them, I’ve found the same mistakes being made, leading to many small businesses owners thinking that digital marketing doesn’t achieve anything worthwhile That’s just not true. When done […].
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.
Playvox
JULY 25, 2018
As a call center manager, you face one of the toughest jobs out there. How do you keep your team motivated despite heavy call volume, disgruntled customers, and extreme pressure to deliver good customer service? With a few call center contest ideas, you can give your team members direct reasons to do their best.
Bright Pattern
JULY 25, 2018
“How do I get started with effortless, personal, omnichannel customer service?”. This question is one that I frequently get from the biggest to the smallest brands and everything in between. As much as the term “omnichannel” has been used—and overused—it is surprising that, while everyone talks about omnichannel, so few companies are actually offering it.
Genroe
JULY 25, 2018
I’ve heard it too many times from small businesses who no longer invest in digital B2B marketing. “We tried it and it doesn’t work. After consulting with them, I’ve found the same mistakes being made, leading to many small businesses owners thinking that digital marketing doesn’t achieve anything worthwhile That’s just not true. When done […].
Call Journey
JULY 25, 2018
Houston, TX, July 26, 2018: AVDS (Automated Voice & Data Solutions), a leader in contact center communications solutions, announced today its partnership with Call Journey, a leading pioneer in conversation analytics technology. The combination of AVDS expertise in delivering enterprise voice solutions, and Call Journey’s market-leading speech analytics technology, will help organizations improve episodes across the […].
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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.
Quadient
JULY 25, 2018
I was clearing out the family storage room recently and found my old work notebooks from my past life in financial services. Flicking through them, I discovered that I’m just about to pass the tenth anniversary of the first time I heard of a now famous (or infamous, depending on your point of view) concept for technology in the banking world.
bold360 Blog
JULY 25, 2018
Over the past few years I’ve had the privilege to meet with CX leaders at organizations large and small. While CX Maturity can vary widely from company to company, AI is becoming more and more intriguing for businesses looking to transform their customer experience. Unfortunately, the concept of AI can feel overwhelming and many are still grappling with how to get started.
CX Journey
JULY 25, 2018
Annette Franz, founder and CEO of CX Journey Inc., a boutique customer experience strategy consulting firm, has been accepted into the Forbes Coaches Council, an invitation-only community for leading business and career coaches. Annette joins other Forbes Coaches Council members, who are hand-selected, to become part of a curated network of successful peers and get access to a variety of exclusive benefits and resources, including the opportunity to submit thought leadership articles and short t
Pointillist
JULY 25, 2018
By Swati Sahai. Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Customer journey analytics is a lot more than a software solution—it is a whole new approach to analytics that involves having a journey-based mindset and becoming customer-obsessed.
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!
Pointillist
JULY 25, 2018
By Swati Sahai Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Customer journey analytics is a lot more than a software solution—it is a whole new approach to analytics that involves having a journey-based mindset and becoming customer-obsessed.
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