ShepHyken
AUGUST 10, 2018
This week we feature an article by Jarrin Howard who writes about how predictive analytics can enhance customer relations. – Shep Hyken. Have you ever gone down a rabbit hole of suggested videos on YouTube? Or maybe you’ve lost yourself in a thread of related products on Amazon (regretfully). These are common examples of sites using predictive analytics catering to individual customer preferences.
Beyond Philosophy
AUGUST 10, 2018
Colin Shaw and Prof. Ryan Hamilton explore customer segmentation strategies. It’s amazing that most organization’s segmentation is so basic. In today’s new world, segmenting your customers is going to be a key to success, especially with AI on the rise. What should you be doing? Listen for actionable tips and insights in this episode.
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DMG Consulting
AUGUST 10, 2018
Applications that Improve the Customer Journey. Recent advancements in artificial intelligence (AI) technology coupled with consumer preference for digital channels, is driving interest in and adoption of intelligent virtual agents (IVAs) and a related technology, robotic process automation (RPA). Voice biometrics is another high-tech solution that is going mainstream; a leading bank’s recent ad campaign publicizes that they know customers “by the sound of their voice.
GetFeedback
AUGUST 10, 2018
There’s no sweeter deal than a lead who’s ready to buy and just needs a bit of coaxing. But as any salesperson will tell you, hot leads like that are a rare find, not a reliable source of new business. In fact, they’re a lot harder to come by than most people (looking at you, marketers) tend to think. According to Gleanster Research , only 25% of marketing leads are actually qualified enough to pass to sales, and 79% never become customers.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Tenfold - Contact Center Blog
AUGUST 10, 2018
Today’s buyers — from consumers to high-ticket B2B clients — are always on. They want to get what they want now, not later. They have a low tolerance for fluff and sugarcoating. Ready to buy but hate being sold to. They’re empowered by the ability to research what a company or a product can do for them before they even connect with a vendor.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
SharpenCX
AUGUST 10, 2018
It’s 10 a.m., and your contact center is buzzing with phone calls. You have three agents on break, two who need to escalate cases, and a few more with a clear tone of frustration on the phone. Your agents are still taking calls and helping customers, yet you can’t help but wonder what the 2 [.]. Read More. The post 5 data-backed strategies to improve your contact center coaching appeared first on Sharpen Contact Center Software.
Kayako
AUGUST 10, 2018
Customers and prospects have a number of ways to reach your team with sales and support questions, but none are as effective and immediate as live chat. Live chat can be used as a customer success tool through strategic outreach and engagement or as a customer support tool by providing a live channel for customers to connect with support teams. Over the past 4 years live chat usage has grown by 400% and more and more customers expect businesses to have it.
Influitive
AUGUST 10, 2018
If only reading your customers’ minds was as easy as peering into a crystal ball… Then you could get to know them on a personal level—a necessary part of laying the groundwork to engage them. The benefits of creating an engaged community are twofold: first, you’re cementing customer loyalty by adding value and giving them.
NameShouts
AUGUST 10, 2018
Hebrew is the only successful example of a revived dead language in the world. That’s a big deal: the language almost disappeared before finding itself spoken again in the modern age. Now, it is spoken mostly in Israel and the United States, which means you’re definitely going to run into someone with a Hebrew name! Time and again, we’ve talked about the importance of names and their relevance to our identity.
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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
Aspect
AUGUST 10, 2018
We made it to Friday and there has been a lot happening in the customer service world these past few weeks. Below are our four customer service stories you shouldn’t miss. From customer service blunders to successes we are covering it all below, happy reading! Is Customer Service Dead? Warning: This article may make you want to book the next flight out to Hawaii.
Ameyo
AUGUST 10, 2018
If you have smart, hard-working and enthusiastic agents and lack a well-defined service strategy, but still hope to deliver pleasing customer experience then let me tell you, your business is heading nowhere. Because “Hope” is definitely not a strategy! Intelligence, hard work, energy, and creativity are just the ingredients to deliver a good customer experience, but a right customer service strategy is what binds together all these elements to ensure a perfect recipe for customer engagement at
Rant And Rave
AUGUST 10, 2018
We all love customer feedback. It makes our performance better, our messaging stronger, and a good old-fashioned customer survey is an obvious way of generating it. In fact, that’s been the go-to approach of most businesses for years. Hey, it’s easy to do, and surveys tend to give answers that are easy to analyse, which is always a bonus.
SmartAction
AUGUST 10, 2018
In an industry with fierce competition, it’s no longer just about the product or service – it’s also about the customer experience that occurs anytime a customer interacts with your brand. For this reason, contact centers have been slow to automate call types and chats that are not on par with a live agent experience. However, AI has changed this landscape, enabling organizations to automate more than ever before while improving the customer experience.
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.
Grupo Noa
AUGUST 10, 2018
The business world is enhancing by leap and bounds. France is one of the most exotic business destinations in Europe, and it often invites FDI from foreign countries. In order to flourish on one’s business in France, proficiency in the native language is necessary. Around 90% of people speak French there. No doubt, these customers want to get their issues resolved in their native language only.
Rant And Rave
AUGUST 10, 2018
Us humans like to think we’re a logical bunch. But when you dig deep into what really drives us, it becomes apparent there’s only one major factor in our decision-making process – and that’s emotion. So, it makes sense to emphasise the importance of this in the customer experience, because the way your customers feel is likely to have a huge impact on their brand loyalty.
Ameyo
AUGUST 10, 2018
If you have smart, hard-working and enthusiastic agents and lack a well-defined service strategy, but still hope to deliver pleasing customer experience then let me tell you, your business is heading nowhere. Because “Hope” is definitely not a strategy! Intelligence, hard work, energy, and creativity are just the ingredients to deliver a good customer experience, […].
Jon Arnold
AUGUST 10, 2018
Am very happy to have pretty much no business travel for the summer, but I do have a local event coming up next week. My newsletter subscribers will know that I'm exploring blockchain a bit - who isn't? - and with the Blockchain Futurist Conference here in my back yard, I'll be there. Details are here , in the Event Calendar section of my website. Not really sure what to expect, but the lineup is solid, and am sure it will be a firehose of pitches and hype.
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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.
LiveChat
AUGUST 10, 2018
The main problem faced by customers during online shopping is they do not have someone to answer their questions right away. And they want to have someone to address their concerns and help them in real time. 51% of customers think that businesses should not only be available, but also engaged 24/7. This is where live chat support plays an important role.
Brad Cleveland Blog
AUGUST 10, 2018
There are many variables in customer service and there are almost always different perspectives of what’s important. What should you focus on? Explore answers to that question in my Lynda.com video “Essential Metrics for the Service Operation” from my recent … Continue reading → The post Essential Metrics for the Service Operation appeared first on Brad Cleveland.
TeamSupport
AUGUST 10, 2018
In a world with an increasing amount of priority being placed on the customer, making the most out of every single interaction matters. Businesses never truly know what conversation will spark an expansion opportunity or referral dialogue, so nailing your customer communication on a frequent basis can separate the “good” from the “great” companies. These essential conversations may be unpredictable, but you can still refine your tactics to be prepared for them when they do pop up.
Brad Cleveland Blog
AUGUST 10, 2018
There are many variables in customer service and there are almost always different perspectives of what’s important. What should you focus on? Explore answers to that question in my Lynda.com video “Essential Metrics for the Service Operation” from my recent course “Service Metrics for Customer Service“ It defines seven key aspects of service that should always be reflected in metrics.
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!
TeamSupport
AUGUST 10, 2018
In a world with an increasing amount of priority being placed on the customer, making the most out of every single interaction matters. Businesses never truly know what conversation will spark an expansion opportunity or referral dialogue, so nailing your customer communication on a frequent basis can separate the “good” from the “great” companies. These essential conversations may be unpredictable, but you can still refine your tactics to be prepared for them when they do pop up.
Brad Cleveland Blog
AUGUST 10, 2018
There are many variables in customer service and there are almost always different perspectives of what’s important. What should you focus on? Explore answers to that question in my Lynda.com video “Essential Metrics for the Service Operation” from my recent course “Service Metrics for Customer Service“ It defines seven key aspects of service that should always be reflected in metrics.
Lumoa
AUGUST 10, 2018
Lumoa's State of Customer Experience in 2018 revealed that 65% of companies measure the Net Promoter Score (NPS). That made NPS the most widely used metric both B2B and B2C. Discover the recent benchmarks, case-studies and tips dedicated to help you launch a successful NPS strategy. This simple yet powerful metric has conquered the hearts of many exactly because of its simplicity - both for companies to implement and for customers to answer.
Lumoa
AUGUST 10, 2018
Lumoa's State of Customer Experience in 2018 revealed that 65% of companies measure the Net Promoter Score (NPS). That made NPS the most widely used metric both B2B and B2C. Discover the recent benchmarks, case-studies and tips dedicated to help you launch a successful NPS strategy. This simple yet powerful metric has conquered the hearts of many exactly because of its simplicity - both for companies to implement and for customers to answer.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
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