Beyond Philosophy
NOVEMBER 24, 2014
'I meet many organizations that say they want to exceed Customer expectations at every moment of contact. I tell them they are mad! No organization can afford to do this. “The first step in exceeding your customer’s expectations is to know those expectations.”. - Roy H. Williams, Author of the Wizard of Ads. For most organizations, just meeting their Customer’s expectations would provide a good experience.
Callminer
NOVEMBER 20, 2014
Take a look at 5 ways to deliver constructive (and motivating) feedback to your sales teams, improving agent performance and the customer experience.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
HGS
NOVEMBER 19, 2014
Removing Dissatisfiers from the Customer Journey. Posted by John Hooper, SVP Client Relations and Business Development, HGS Canada. Over the last couple of years there have been a plethora of new buzzwords around servicing the customer – omni-channel, multi-channel, data and voice analytics to name a few – and there are literally hundreds of solutions in the marketplace designed to assist companies in meeting these new service requirements.
Customers That Stick
NOVEMBER 3, 2014
'“First, do the customer no harm.”. The Hero-Class TM Oath. One of the interesting things about writing a book are the things you leave out. I am wrapping up the final edits on my upcoming customer service book with the publisher this week, and one of the few areas I made last minute changes to were on the topic of delight, amazement, and Hero-Class TM customer service.
Advertisement
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
Win the Customer
NOVEMBER 24, 2014
'Customer care is one of the most important aspects of growing a successful business. Here are 10 tips and tools you should utilise to improve customer care. Taking for granted that each and every customer matters is the quick way to ruining your reputation and damaging your ability to be successful in making and keeping […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Beyond Philosophy
NOVEMBER 11, 2014
'“ Most of the time, what we do, is what we do most of the time”. This is former F1 champion Lewis Hamilton stopping in the wrong team’s garage to change tires. He had recently joined the team of Mercedes who were waiting for him but his decade long habit of seeing the McLaren (his former team) mechanics outfit (cue) and stopping in for a change of tyres (routine) kicked in.
Callminer
NOVEMBER 23, 2014
What are some of the best ways for call center agents to diffuse customer calls gone wrong? Here’s a look at 3 best practices.
ijgolding
NOVEMBER 28, 2014
'In 2008, Dave Carroll’s guitar was broken by United Airlines. Unbeknown to United at the time, Dave Carroll is a Canadian musician and a member of the band ‘Sons of Maxwell’ As a result of the lack of desire demonstrated by United to deal with the issue, Dave felt that his only option was to reach out to social media to share his experience with as many people as possible.
Customers That Stick
NOVEMBER 6, 2014
'The following is a post from Tricia Keels, Content Marketing Manager here at CTS. What I like most about Tricia’s story is that it demonstrates how great systems and training can make a high effort experience as effortless as possible. While the product design could be more customer friendly (wait until the screwdriver part), the call center handled the situation like champs from beginning to end.
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.
Win the Customer
NOVEMBER 20, 2014
'There’s much to be learned from companies that place a value on customer service. For the small business person, there’s practical lessons, such as how to increase revenue by developing a relationship with existing customers. For larger corporations, there’s lessons to be learned about company philosophy and brand development, and how taking a customer-first approach […].
HGS
NOVEMBER 6, 2014
I'm a Bad Customer and Here's Why. Posted by Ayo Dahunsi. A couple of weeks ago, HGS USA celebrated Customer Service Week, and I had the opportunity to spend some time with the HGS team in Peoria. I really enjoyed my visit, especially listening to the calls with the customers. I experienced some proud HGS moments that made me smile: “This guy makes me want to spend more money” said Customer A, and, “My good fortune keeps coming in” said Customer B.
Beyond Philosophy
NOVEMBER 10, 2014
'For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. At times (more in the “old days” but every now and then it happens in present times) we’ve literally have been accused of “having religion;” i.e., believing in Customer Experience (CX) without proof and asked to show the value of CX.
Callminer
NOVEMBER 10, 2014
CallMiner resource guide on how to provide multi-channel customer support in today’s digital era.
Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.
ijgolding
NOVEMBER 9, 2014
'If you are a regular reader of my blog, you will be aware that I am regularly referred to stories of both great and not so great Customer Experiences. As I am a big believer in the use of stories to bring Customer Experience to life, I feel that I am very fortunate to be allowed to share some of these stories with a wide audience. This week I have been given permission to share a story of the ‘not so great’ variety.
Customers That Stick
NOVEMBER 10, 2014
'Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. VOLUME 36: October 2014. Thoughts on the Customer: The Omnipresent Customer. If you are involved with customer experience at any level, you have likely heard the word “omnichannel” so many times in the last few years that you are seriously considering naming your next pet Omni.
Win the Customer
NOVEMBER 25, 2014
'As a brand, social media can be your best friend or your worst enemy. Through it you can communicate and attract potential customers, but it can also easily tarnish your image if not maintained properly. Know how to perpetuate your uniquely developed brand voice through crisis. Maintain your cool with these worst-case scenario social situations […].
Joe Rawlinson
NOVEMBER 17, 2014
'We recently bought a used car for our family. It had built-in satellite radio. This intrigued us as we haven’t had a car with this feature before. I was excited to try out the new satellite service and see it was something we’d like to enjoy. The radio company sent us paperwork in the mail describing all the amazing channels we’d have access too and extolling the greatness of their service.
Advertiser: ZoomInfo
Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr
Beyond Philosophy
NOVEMBER 17, 2014
'Keeping employees happy and motivated is an agenda item that is on everyone lips, but little action seems to be happening. As a result, Employee Engagement is slipping as well, which is a problem for Customer Experience. The New York Times ran an article, “ Why You Hate Work ” that explains that the way we are working isn’t working for today’s employees.
PeopleMetrics
NOVEMBER 13, 2014
'Without getting overly dramatic, taking my car to a mechanic is THE WORST THING ALWAYS FOREVER. My apologies, to both you and my shift key. I know. It’s not that bad. But let’s agree that taking a car to a mechanic is an extremely vulnerable and anxious situation for the average customer. First, Three Things to Consider. For the sake of understanding, I’d like to start with three facts about me: I bought a car within the last year.
ijgolding
NOVEMBER 13, 2014
'I have always described Ryanair as ‘the brand we love to hate’ Famed for its ‘no frills’ approach, for years, millions of consumers decided that despite the appealing cost, the un-acceptability of the Ryanair experience was a big turn off. Equally as many millions of consumers were prepared to put up with the ‘no service’ proposition and until recently, Ryanair CEO Michael O’Leary revelled in the financial returns that this strategy delivered.
Customers That Stick
NOVEMBER 13, 2014
'Meet Sean Hawkins! I am a Customer Experience and Contact Center Manager with over 15 years of contact center experience. My years in contact center leadership have provided me a solid understanding of the call center environment. I have a terrific pulse on incorporating innovation into the contact center having implemented social, outsourcing partners, new technology, and new products, while maintaining an award-winning contact center.
Advertisement
Contact center leaders understand that frontline agents need in-call guidance to manage complex calls and drive higher levels of employee and customer experience. Real-time agent assist technology is enabling leading contact centers to accomplish these goals.
Win the Customer
NOVEMBER 28, 2014
'How you view customer service determines how successful you will be with it. Do you merely see service as a way to address problems once your customers summon the energy to contact you? Or do you see it as ensuring a great experience from the moment they learn about your business? Far too many business […].
customer sure
NOVEMBER 26, 2014
You can’t outspend them on marketing. You can’t match their awareness. But bigger does not mean better and we’ve been learning how to beat some well established brands. In this post, we’re going to share 5 tactics we’ve learned, so you can learn how to take on your larger competitors and win. Along with a couple where we’ve made mistakes and learnt from them!
Beyond Philosophy
NOVEMBER 6, 2014
'Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy. All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural.
PeopleMetrics
NOVEMBER 10, 2014
'In a world beholden to entropy, crafting a smooth, effortless customer experience is easier said than done. Seamless experiences are gaining momentum in customer experience strategy, with some research even suggesting they can accelerate levels of brand commitment. Even if you have an idea of the issues, how do you utilize your customer feedback to identify areas of friction and prioritize where to take action?
Advertisement
In the contact center industry, first-generation digital channels like email and web chat have seen significant adoption, along with video chat and co-browsing capabilities. However, customers are rapidly moving beyond these channels, seeking next-generation options. Social platforms are now becoming mainstream contact center channels. Download this guide today to learn how to help your business adapt to this evolving landscape and leverage the power of next-generation digital customer service.
Kristina Evey
NOVEMBER 19, 2014
'I preach continually about the importance of Customer Service and am really happy to share this personal story. Last week I was on my annual pilgrimage to Chicago with some good friends. Every year, I mean EVERY year, we dine at Quartino’s restaurant. We happened to find ourselves there about 8 years and have returned every year because the service, food, and prices are so wonderful.
ijgolding
NOVEMBER 25, 2014
'Maslow’s Hierarchy of needs is a psychological theory proposed by Abraham Maslow in his 1943 paper “A Theory of Human Motivation” The theory is most commonly portrayed in the shape of a pyramid with the largest, most fundamental levels of human needs at the bottom and with the ultimate need for self-actualization at the top. 71 years later, it could be argued that Maslow’s perception of what constituted basic physical needs has been surpassed by something even more fund
Win the Customer
NOVEMBER 25, 2014
'Customer service is the new battleground for business competition. Any organization that wants to remain relevant today will need to ensure that they’re ready and willing to listen, engage, and respond to customers through the customer’s preferred communication channels in real time. With customer service becoming such a hotly contested area of business differentiation, why […].
Expert insights. Personalized for you.
419 
Let's personalize your content