June, 2019

6 Customer Retention Strategies that are Here to Stay

ClientSuccess

If you think retaining an existing customer is expensive and unnecessary, try acquiring a new one. It will surely get your brain and bank account working overtime.

Managing Different Personalities in the Contact Center: The Platinum Rule

Contact Center Pipeline

Early in my management career, I followed the Golden Rule: Treat others as I would want to be treated. I believed that if I treated everyone the way I would want to be treated, it meant I was a great manager. Yet, I had significant conflicts with some members of my team. Often, I felt […].

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How Your Customers’ Identity Issues Are Affecting Your CX

Beyond Philosophy

I get surprised sometimes by how many qualifications and degrees people list at the end of their name. Some of them might go on for half an hour! I find myself wondering why they want me to know all that.

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Predictive Customer Support

ShepHyken

In the old days – and even in modern times – if a customer wanted help or support, they picked up the phone and called for help. A (hopefully) friendly and competent customer service professional, also known as an agent or representative, would answer the question or resolve the problem.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Simple Guidance for Building Rapport with Customers When You Have to Give Them Bad News

Myra Golden Media

When you can’t tell your customer exactly what they want to hear, maintaining a sense of rapport can be challenging. But it’s possible to give your customer lousy news with empathy and a positive slant.

More Trending

How to navigate the world of telemarketing compliance in 2019

Convoso

This week we hosted the first in a series of four webinars about the most important changes in telemarketing compliance, and the recording is now available. Telemarketing Compliance" TCPA "Compliance

Cautious Optimism… Taking Ownership of Communication

Contact Center Pipeline

Cautious optimism is defined as “a feeling of general confidence regarding a situation and/or its outcome coupled with a readiness for possible difficulties or failure” (TheFreeDictionary.com). I had an interesting experience when I called my insurer the other day.

Employee Happiness is the Key to an Excellent Customer Experience

Beyond Philosophy

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail.

Guest Blog: The Customer Experience’s Impact on Customer Churn

ShepHyken

This week we feature an article by Nick Glimsdahl who writes about how customer retention should be a priority and how to avoid losing customers. Successful companies make it a strategic priority to retain customers because they know retention has a significant impact on their bottom line.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

4 Things I Learned From Taking My Daughter to Work With Me at LinkedIn Learning

Myra Golden Media

For three years, my 19-year-old College Daughter has worked for my company as a Studio Tech. Lauren’s the genius behind our studio setup, teleprompter, camera, and audio. She also assembles workbooks and advises me on all things Millennial and Gen Y.

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See You at Customer Contact Week in Las Vegas

Callminer

CallMiner is excited to return to Customer Contact Week as a sponsor, exhibitor, and workshop host featuring expert insights and customer testimonials for leveraging interaction analytics in enterprise-level CX strategy!

How to Lower Bounce Rate & Boost Conversions with Live Chat Software

ProProfs Blog

It’s true that managing a website is not just about updating content every single day; rather it is all about improving its performance by optimizing quite a few variables like conversion rate, visitor count, search engine ranking, bounce rate etc.

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Does Your Credit Union Need a Merger to Deliver Omnichannel Service?

Contact Center Pipeline

Capitalism loves consolidation, and credit unions are no exception. Callahan & Associates’ creditunion.com reports there were 1,121 credit union mergers in the past five years, with 194 in 2018. What’s behind these mergers? Sure, there may be compelling financial reasons.

The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

Are You Ignoring a Key Part of Your Digital Experience?

Beyond Philosophy

Think about the last time you shopped online but decided not to buy. Were you just browsing, or was there something about the user experience that made you hesitate?

Walking In Your Customer’s Shoes

ShepHyken

You may have heard the expression, “Take a walk in your customer’s shoes.” The idea is that you put yourself in the customer’s position and see the situation through their eyes. This is good advice for those who have customer-facing responsibilities.

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4 Secrets About Human Tone In Chat That Nobody Will Tell You

Myra Golden Media

Chat support is not supposed to be rote like an ATM transaction. The idea is to insert a personal tone so you can build rapport and even delight customers. I have my clients do four things in chat interactions to make them more human.

The Agent Churn Cycle: Why It Happens and How to Prevent It

Callminer

Today’s contact centers are all too familiar with agent turnover. The industry’s employee turnover rates remain more than double the average for all other U.S. occupations, with large call centers reaching over 50%.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

9 Essential Tips for Winning at Customer Success

ProProfs Blog

Technology has changed communication norms for good. With ongoing technological developments, a new term is born: Globalism. Thanks to its combination with the internet, there are no limits for communication.

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Leveraging the Voice of the Employee to Improve Engagement

Contact Center Pipeline

Enough with the big survey event! If you’re looking to improve employee engagement (and who isn’t, these days?), a simple annual questionnaire doesn’t cut it.

How Can We Measure Customer Emotions in Our Digital World

Beyond Philosophy

How Can We Measure Customer Emotions in Our Digital World. When you think about the Olympic medalists on the podium during the awards ceremony, who do you think is happier, the silver medalist or the bronze?

Amazing Business Radio: Ford Blakely

ShepHyken

A Passion for Convenience. Striking a Balance Between Business and Consumer Needs. Shep Hyken interviews Ford Blakely. They discuss pursuing your passion, creating convenience, and balancing technology with a human connection.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

When a Customers Asks For Your Manager, Here’s What You Say

Myra Golden Media

What Viewers of This Video Are Saying. Get More Ideas Like This. Now you can give your representatives even more great skills for delivering the best customer experience and for handling difficult customer situations.

Superagent – The Hero of Innovation Liberates the Insurance Claim Life Cycle

TechSee

The insurance industry is at the forefront of the digital revolution. Mounting competition from non-traditional players cannibalizing market share with innovative business models has forced P&C insurers to integrate digital technologies into their operations to keep pace.

100+ Customer Service Statistics & Facts of 2019

ProProfs Blog

Do you know how to keep your customers satisfied? Customer service is a high-stakes game. Every company is competing for the same customers, and customer satisfaction is one of the main differentiators between success and failure.

Contact Center Pipeline Magazine: Inside Our June 2019 Issue

Contact Center Pipeline

We are seeing record numbers of low unemployment rates—the lowest in the past 50 years. Given the fact that contact centers, by their nature, are typically high turnover, making sure that we do the right things for our agents is critical.

Proven Strategies to Increase Case Deflection & ROI

Speaker: Matt Laurenceau, Head of BMC Communities

Many organizations and community managers aim to provide, among other things, effective customer self service support through their online community. While this is all well and good, without taking a strategic and data-driven approach to these types of programs, success may be limited. This webinar will teach you about the strategies and programs that drive success across your community.

Lose The Fear Of Facial Recognition If You Want CX Improvement

Beyond Philosophy

Many new technologies, such as facial recognition technology for Customer Experience are emerging. Facial recognition and facial expression analysis are capturing essential information about how customers feel during an experience at the moment.

Can You Take a Punch?

ShepHyken

In the world of boxing, the fighter must have the ability to take a punch. They have to endure or ignore the pain. They get used it. It hardly bothers them. It’s part of the job. But what does this have to do with customer service?

Five Things You Can Do About the Telephone Experience Problem

Myra Golden Media

When I listen to phone calls ahead of training for contact centers, medical practices, and customer service departments, I spot five glaring problems in almost every company I work with. The Big Five Are: 1) Blunt, slang-like approach to asking questions, 2) Overtalking customers in an attempt to move the interaction forward, 3) No acknowledgment of the customer’s pain point, 4) Not listening, and 5)Missed rapport opportunities by not pacing.