October, 2015

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Big Data’s Big Problem

Beyond Philosophy

Big data is the gigantic data sets whose analysis could reveal predictions of human behavior. Big data is big news. If we can predict what people will do in a given situation, we can create situations that get them to do what we want. But Big data is only showing us a part of the big picture. The biggest part, WHY people do what they do is, as of yet, missing from Big Data.

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Would You Do THIS For Your Customer?

Steve DiGioia

what sets you apart from the competition? This original article was written by Steve DiGioia. When I was just a young lad I remember when my mother bought her first car, a 1970 Ford Maverick. It was white with a red plaid “Landau” roof; just a fancy term for a car roof style with a layer of vinyl. Note: Remember years ago when all those monkeys were ripping off and eating the Landau roofs from the cars in Great Adventure Amusement Park in New Jersey?

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How Customer Engagement Analytics Can Improve the Customer Experience

Callminer

Customer engagement analytics is critical to understanding the complete customer journey and improving the customer experience overall. Read how in CallMiner’s latest blog post.

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5 Ideas for National Customer Service Week 2015

Customers That Stick

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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Keep It Simple: Minimalist Marketing Messages

Joe Rawlinson

There are a number of tried and true methods that help business owners keep and attract customers. One of the most current and prominent marketing trends is minimalism. This concept can be applied to your business through website design, marketing campaigns as well as the way you publish information about your products or services. Minimalist marketing messages capture and retain your audience’s attention, as they provide a concise and clear message they will remember.

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Customer Experience: Keep it Simple Stupid

Beyond Philosophy

If you had the choice of doing something the easy way or the hard way, and you didn’t have to do anything morally, ethically, or legally wrong to do it the easy way, which would you choose? My guess is the majority of you would say take the easy way. I certainly would. When it comes to brands and their related experience, it’s critical that you KISS it.

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What’s Wrong With This Company?

Steve DiGioia

why do they do things like this? This original article was written by Steve DiGioia. That’s not the way it’s supposed to be? Why do we need to do this? I can’t work this way. What’s wrong with this company? How many times have you heard a newly-hired person say things like this? They come to their new job with rose-colored glasses and all of a sudden think that their new company does everything wrong.

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5 Tips on How to Improve Customer Engagement in the Contact Center

Callminer

Today’s customer-centric marketplace demands that contact centers drive customer engagement optimization at every stage of the customer journey. Read how in CallMiner’s latest blog post.

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Customer Centricity Masterclass Highlights

Peter Lavers

Doug Leather’s master class on Customer Centricity really caused an impact in June at Twickenham Stadium. The key outcomes from the day were: A deep understanding of what customer centricity really is. Why it’s important for the company to want to deliver sustainable and superior business performance in the 21st Century. A holistic view of the complexity of customer centricity and the business model required for systems thinking approach.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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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For Great Customer Service, Treat Policies Like Plaque

Customers That Stick

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Want to Improve the Customer Experience? Step Into Your Customer’s Shoes.

Win the Customer

Steve Jobs once said, “It is not the customer’s job to know what they want.” He’s completely right. It’s not their job, it’s yours! In order to deliver a positive customer experience, you need to have more than a pleasant support team and a solid product. You need to know both what customers need as […].

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Losing Customers Trust is the Worst Penalty VW Will Face

Beyond Philosophy

I find it beyond belief how large organizations can cheat and lie to their Customers. Maybe it’s because I’m becoming old or maybe it’s just because it is happening more. Skechers lied to us that if we wore their (weird-looking) Shape-up shoes that we could get in shape without setting foot in a gym. BP lied about their compliance with safety regulations for their off shore Oil operations; a lie that resulted in 70 million gallons of oil spilled into the Gulf of Mexico.

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Do This and You Won’t Get My Money Anymore!

Steve DiGioia

I'm tired of your poor service This original article was written by Steve DiGioia. Ah, a leisurely lunchtime meal at my local family-themed restaurant (no need to mention the name, but the story is true). I had high hopes that were dashed before I even sat down , here’s my story. As we frequently do my wife and I stopped into our local restaurant for a quick lunch just before we were to pick up our kids from school.

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Contact Center Dialers Demystified

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.

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What Can Call Centers Do to Prioritize the Customer Experience? [Resource Guide]

Callminer

Companies need to be prioritizing the customer experience in order to compete in today’s increasingly consumer-driven marketplace. Here’s how to do it.

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Customer Experience Design: 3 essential (design) skills for creating a great customer experience

ijgolding

One of the six competencies required in the armory of all Customer Experience Professionals is defined by the Customer Experience Professionals Association (CXPA) as ‘Experience Improvement & Design’ To become a Certified Customer Experience Professional (CCXP), you would need to have knowledge of the following: Design thinking and customer co-creation approaches.

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Why All Experts Should Be Two-Handed Economists

Customers That Stick

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Richard Branson: How to find the right people for your business

Win the Customer

The right person will build upon what you’ve created, but the wrong person can bring it all down very quickly – and culture can take an awfully long time to rebuild, “Ensuring that someone else can eventually run the business that you’re building depends on one key thing,” according to Richard Branson, “whether or not you find […].

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How to Stay Competitive in the Evolving State of Martech

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

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Customers Emotions are Predictable

Beyond Philosophy

Science has begun to predict the intensity of emotions in others with accuracy. This fact is important because when you can predict emotions, you can also plan for them in your Customer Experience. Why do we need to plan for emotions? Simply put, because then we can manage them in others when necessary. Over 50% of any Customer Experience behavior is driven by emotions.

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The Leader’s Role in Customer Service Today

Steve DiGioia

Guest Post by Tal Schnall - Leadership and Customer Service Mentor This original article was written by Steve DiGioia. Today’s guest post is by Tal Schnall. With 20 years of hospitality experience he writes about what ‘true leaders’ can do to provide great customer service. Thanks Tal. Creating a service culture in your organization is not a one-time, skills-training event.

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5 Must-Read Research Reports on the Customer Experience in 2015

Callminer

Customer experience isn’t just important in 2015 – it’s critical. CallMiner’s latest blog highlights 5 must-read research reports on CX this year.

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Top 5 Posts in October

Contact Center Pipeline

What were the hot topics contact center professionals were reading about in October? Take a look at our top five blog posts for the month: an industry panel offers their input about the most important thing leaders need to understand when developing an omnichannel strategy; social customer service training advice from ICMI’s Elaine Carr; 4 […].

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The Rise of the AI Coaching System: Powering the Empathic Enterprise

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.

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7 Inspirational Customer Service Stories

Customers That Stick

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75 Awesome Customer Service Quotes & Tips #INFOGRAPHIC

Win the Customer

Getting people motivated to serve customers and consistently deliver exceptional customer experiences can be one of the most daunting challenges for any CX leader or service agent. In this infographic, we take a look at 75 customer service quotes and ideas that are uniquely designed to motivate and inspire you and your organization to focus […].

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3 Ways to Improve Your Training to the Next Level

Beyond Philosophy

There are a lot of elements that must come together brilliantly for an experience to be perfect. One essential element often neglected, but essential is the training of your Customer-facing teams. In my view, there is a great lack of training on soft skills with Customers and when there is training available it is too basic and not frequent enough. There are, however, three major things your training must address to be successful.

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Learn What This Person Did to Get a $20 Tip for a Cup of Espresso

Steve DiGioia

or "how to adapt to your customer's needs"? This original article was written by Steve DiGioia. Yes you heard right…my waiter got a $20 tip for just getting a cup of coffee for a guest. That’s pretty good, what secret trick did she do to make it happen? When I was an active Director of Banquets, I always told my staff that we must be flexible with what we offer our customers and how we offer it.

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The Innovator’s Guide to the Digital-first Contact Center

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.

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Hello Customer and Paul Laughlin talk Customer Centricity

Peter Lavers

Knowing what you’re customers are saying about your is just the tip of the ice berg! Last week, WCL CM teamed up with Hello Customer and Paul Laughlin, to get to grips on how companies can be more customer centric. Bram de Vos of Hello Customer , told us how keeping in touch with customers during the post-purchase phase provides vital information on how you’re performing.

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Don’t Worry—Be Happy

Contact Center Pipeline

I believe that most of us are familiar with the idiom-like phrase, “Don’t worry—be happy,” from the very popular song by Bobby McFerrin released in 1988. You may not know that the song got its title from a famous quote by Meher Baba, an Indian mystic and spiritual master (1894–1969). Baba often used the expression […].

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Why good customer service is the key to growing your SMB

Vonage

Customer service is too often thought of as a necessary evil – something which you have to provide, but a service that’s not a priority when you’ve got 101 things on your mind. However, for SMBs – and businesses of any size for that matter – good customer service is key to growing. After all, if customers aren’t happy, they won’t come back. Here, we explain why good customer service is essential for growing your SMB – and how you can get it right.