Beyond Philosophy
MAY 25, 2018
Recently, Lorraine and I re-evaluated some of our long-term subscriptions – like cable TV, magazines and travel insurance. If you’re like us, once you sign on for something, you tend to renew without thinking much about it. Who on earth would want to deal with a new cable company or shop for insurance every year? You might expect to be rewarded for this long-term loyalty.
ShepHyken
MAY 25, 2018
This week we feature an article by Matt Nolan who shares five keys to building more compelling, sustainable customer relationships. – Shep Hyken. Customer retention used to be considered just a “service problem.” That’s before the service world went digital, and the old ways of doing business became almost shameful, which happened practically overnight.
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Beyond Philosophy
MAY 25, 2018
All too often organizations suddenly see customers leave and have no idea this was going to happen. Colin Shaw and Professor Ryan Hamilton discuss how can you tell when a customer is going to leave you…and what can you do about it. The post How to Avoid Customer Defection appeared first on.
FreshGrade
MAY 25, 2018
Christopher Yuen, Principal at Our Lady of Perpetual Help School, in Kamloops, British Columbia (OLPH), recently shared his experience of using FreshGrade on both a professional and personal basis. How FreshGrade Improves Ownership and Parent Engagement. In education, there are always areas of improvement to track students’ learning effectively, detect barriers to academic success, and provide assistance as early as possible.
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LiveChat
MAY 25, 2018
4 years ago, I was given the challenge to write my first article for the LiveChat Blog. The subject of the post was supposed to be about customer service. I dug a little to come up with something worth reading. What came to my mind was that customers behave like kids sometimes. You know, they don’t like hearing the word “no,” they scream and shout, sometimes they make scenes.
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Education Services Group
MAY 25, 2018
Let’s be honest. If it were possible to just make one sale, stop there and have a “forever customer,” everyone would be a Customer Success (CS) pro. That isn’t quite our reality though. The CS reality is a lot more complex, nuanced and ultimately scientific. It requires relationship building, thoroughly understanding customer needs, advocating for their wants, and helping every customer — not just the largest — flourish in ways they never could alone.
DMG Consulting
MAY 25, 2018
DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share Report. 5/23/2018. New-gen solutions are the future of this mature sector. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 15th annual Contact Center Workforce Optimization (WFO) Market Share.
Stratifyd
MAY 25, 2018
How Stratifyd works with Qualtrics. Stratifyd's qualtrics integration allows a user to quickly find a Qualtrics survey, then select which textual question you want to run an analysis around. Running analyses based on multiple questions and surveys has never been easier! Helps try to improve Qualtrics exporting function by attaching question's to the field.
Altitude
MAY 25, 2018
So, it is a reality. May 25 came. G DPR took effect. Most of the organizations databases shrunk immensely (unless these organizations were really thorough and did a great job during years cleaning their email lists and only keeping those with consent). All people realized how many organizations had their data and used this occasion to massively and passively unsubscribe from a huge number of lists.
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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
Stratifyd
MAY 25, 2018
How Stratifyd works with Outlook. The Outlook integration will pull down emails from a Outlook account for deep insights into a users email. Combine alerts and re-occuring analysis to look for red flags from an Outlook account. Outlook provides perfectly cleaned email texts to help narrow down analyses to the real content. Create queries from Outlook search to pull down the specific emails based on a search.
LiveChat
MAY 25, 2018
Lead nurturing is commonly associated with email outreach. However, long gone are the days when sending emails was the only way to reach out to your leads directly. Today there are roughly 269 billion emails sent every day, making your lead nurturing email just another drop in the ocean. While we can’t argue that sending personalized and timely emails is still important, we must understand that there are more effective alternatives to lead nurturing.
Stratifyd
MAY 25, 2018
How Stratifyd works with Gmail. The Gmail integration will pull down emails from a Gmail account for deep insights into a users email. Combine alerts and re-occuring analysis to look for red flags from a Gmail account. Stratifyd will help clean up the text from email since there can be lots of garbage. Create queries from Gmail search to pull down the specific emails based on a search.
Brad Cleveland Blog
MAY 25, 2018
Accurate workload forecasting is critical to contact center success. Recruiting, hiring, staffing and scheduling—virtually everything that goes into optimizing resources depends on having a good estimate of the work that will come your way. Recently, I was reminded of an … Continue reading → The post 10 Causes of Inaccurate Forecasts (and How to Avoid Them) appeared first on Brad Cleveland.
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.
Brad Cleveland Blog
MAY 25, 2018
Accurate workload forecasting is critical to contact center success. Recruiting, hiring, staffing and scheduling—virtually everything that goes into optimizing resources depends on having a good estimate of the work that will come your way. Recently, I was reminded of an article I wrote that was published on icmi.com “10 Causes of Inaccurate Forecasts (and How to Avoid Them)”.
Brad Cleveland Blog
MAY 25, 2018
Accurate workload forecasting is critical to contact center success. Recruiting, hiring, staffing and scheduling—virtually everything that goes into optimizing resources depends on having a good estimate of the work that will come your way. Recently, I was reminded of an article I wrote that was published on icmi.com “10 Causes of Inaccurate Forecasts (and How to Avoid Them)”.
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