April, 2016

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Why powerful leaders fail…

Beyond Philosophy

According to recent social science research, powerful people and leaders can fail as they will not collaborate. NPR had a recent broadcast on this concept. Researcher Angus Hildreth and Professor Cameron Anderson from UC Berkeley’s Haas School of Business, concluded that often when these powerful people get together they have to decide who is in charge.

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How to Take Control of Your Blood Sucking Customers

Steve DiGioia

This original article was written by Steve DiGioia. You chase after your customers, hoping to be liked so they buy your product. In your eyes they can’t do anything wrong, you bend over backwards and give freebies to these blood sucking customers of yours. And still they complain. They do more than just complain, they make a scene in front of other customers or yell for a “manager” for no apparent reason.

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How Do You Define Call Center Adherence Best Practices?

Callminer

In the call center, it is critical to make the most of your agents’ time. Read more about call center adherence best practices from industry experts.

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Top 5 Posts in April

Contact Center Pipeline

April is drawing to a close. Make sure you didn’t miss our most-read posts for the month. Top topics ranged from WFM tips and insights, a look inside Carbonite’s award-winning contact center operation, trends on evolving skills and roles for contact center functions, insights into frontline leader learning and training opportunities, and a glance inside […].

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The 2023 Verint Experience Index: Retail

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

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Top CRM & Marketing Expert to Stalk on Twitter

Peter Lavers

We’re delighted to announce that Peter Lavers, has been voted as TOP CRM & Marketing Expert to stalk on BellyCard’s Top 40 CRM Loyalty Marketing Experts. Click here to view the list. The post Top CRM & Marketing Expert to Stalk on Twitter appeared first on Think CX.

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CX Is Hitting A Brick Wall

Beyond Philosophy

I appreciate this is a controversial title – but let me explain! Last year, I questioned whether Customer Experience had delivered the goods. This year, I question whether Customer Experience is the problem. This year, I think Customer Experience isn’t failing us; we are failing Customer Experience. This whole line of thinking started last June with the American Customer Satisfaction Index (ACSI) score.

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The 4 Must-Have Customer Service Skills to be Successful

Steve DiGioia

guest post by Lynn Macfarlane This original article was written by Steve DiGioia. Today’s guest post is by Lynn Macfarlane. Early on in my recruitment career I was provided with leads to generate business but I knew at some stage I would need to get away from the telephone and the cold-calling monster and do what others were not doing, i.e. knock on doors and make face to face introductions.

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How Do You Define Call Center Adherence Best Practices?

Callminer

New data shows that 45 million hours a year are wasted on inadequate customer service. The fact of the matter is this: Companies simply can’t afford to waste time or money when brand and budgets on the line. But the question is: How can you ensure your contact center is best utilizing the scarce time […]. The post How Do You Define Call Center Adherence Best Practices?

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Employee Advocacy Is Rooted in Culture

Contact Center Pipeline

Businesses pour an incredible amount of time and budget into creating positive buzz on social media. While tweeting, liking and sharing have been largely the domain of marketing and social media teams, more companies are encouraging their employees to become brand ambassadors using their personal social networks. It’s called employee advocacy, which is not a […].

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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The A-List: Customer Success

Amity

Frequently updated and always on point, the A-List is a snapshot of what's happening in the world of Customer Success. Handpicked by our editors, the list is refreshed regularly, so if you think we're missing someone, feel free to let us know. Alex Bakula-Davis. Director of Customer Success - Proven. Alex curates the Customer Success Newsletter which is a weekly curated collection of 4 helpful articles from around the Customer Success community.

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Five Top Causes of Customer Attrition (and How to Deal With Them)

Win the Customer

While customer service problems aren’t always your fault, your ability to respond to a customer’s concern is within your control and is the responsibility of your organization. Being able to take action on the behalf of customers lies at the core of successful customer service experience. Today we explore five most common causes of customer attrition in customer service and how service agents can deal with them to save the customer experience and make things right for their customers

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Hypocrisy revealed of major US company

Beyond Philosophy

Why do organizations put such little value on loyal customers? Why do we not look at the lifetime value of a customer and see the profit they provide? Why do organizations treat existing customers so poorly? Surely the economics shows us all the error of our ways. We all know it costs less to keep a customer than it does to acquire a new customer. According to the author of The Fusion Marketing Bible Lon Safko, few companies even know how much they spend on marketing for new customers—or the pri

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The Secret Customer Service Trick One Landscaper Used To Get My Business

Steve DiGioia

find a way for your customers to make an easy decision to purchase This original article was written by Steve DiGioia. Finding a landscaper to plant some shrubs and flowers in front of your home should be an easy task. One landscaper is pretty much the same as another? Or are they? What makes one landscaper better than another? What’s the secret customer service trick?

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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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Ask the Experts: What Are Your First Call Resolution Best Practices?

Callminer

Recent data shows that 80% of business executives view customer loyalty as their primary marketing initiative for the next year. Which metric accurately corresponds to customer loyalty? First call resolution (FCR) – often considered the most important KPI to measure and track within a call center– is directly linked to a consumer’s level of satisfaction […].

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Quick Tip: Consider an Internal Advocacy Program

Contact Center Pipeline

Employee advocacy can be very impactful if there is a really clear and articulated business case for the program, and if every element of the program is anchored in the business case, says Christopher Hannegan, Edelman’s executive vice president, U.S. Practice Chair, Employee Engagement. Practical pointer: Most companies think about employee advocacy as making it […].

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Customer Experience Best Practices: Thoughts on Mobile Design

PeopleMetrics

My wife and I recently had a baby, and as a new parent, my smartphone quick-draw has gotten snappier. You see, things come up while you’re holding a newborn—things that must be Googled, ordered, photographed. And time (as they say) is of the essence. In these past weeks, I’ve been able to confirm my suspicion about a lot of mobile customer experiences.

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Saluting 25 Silo-Bridging CMOs

ClearAction

Saluting 25 Silo-Bridging CMOs Gary Katz. Silos — span them, bust them, mix them or ventilate them. Just don’t ignore them. Marketing silos exist as a wide variety of chasms between organizations, systems, data, channels, metrics, assumptions, and handoffs. We actually need silos to some extent, as discussed in my recent article, 10 Silos Marketing Ops Can Bridge, to allow specialization, empowerment and accountability.

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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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How to Strategically Compete Against Your Peers… And Yourself

Beyond Philosophy

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Marketers are always looking to optimize their perceived customer value proposition, and to improve the elements of transactional and relationship experiences needed to deliver that value. What competitors are doing always comes into the dialogue, and companies must be aware of how the value offered and the communication tools used by competitors in the marketplace impacts their own performance.

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How anyone in the company can (and should) help the customer

Return Customer

Your customer has a question, but wait – the customer service guy had to leave early today. The whole team has a summer outing. It’s after hours, they’re all asleep. But the customer’s inquiry is urgent. The customer is waiting. What do you do? Your company may have a designated customer service team tasked with responding to customer inquiries and solving customer-related complaints.

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What a Security Breach Could Mean for Your Business

Win the Customer

Security breaches have been making headlines lately as many major government bodies and corporations experience hacks that expose thousands of confidential documents. Although it may seem like this type of threat isn’t relevant to the smaller businesses of today, a security breach can happen to anyone. It’s important to understand the risk factors, consequences and preventative measures you can take to ensure that your business and employees are protected.

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Outbound Calling in Today’s Contact Center

Contact Center Pipeline

As a channel, outbound occupies a somewhat quiet place in our industry. Total volume is lower than inbound for most of us, and its long and somewhat storied telemarketing past makes it far less “sexy” than newer options like video, social media and chat. Based on the lack of attention, it is easy to view […].

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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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4 Lessons Kanye Taught Us About Customer Happiness

Amity

In today’s world, there are people who see Kanye West as the messiah he himself thinks he is. These are the people who actually believe that he is the greatest artist that has ever lived, a man who puts the likes of Michelangelo, J.S. Bach and T.S. Eliot to shame. And then there are those who think he is nothing but a silly hip hop artist with a few decent songs under his belt.

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What can the world of business learn from Leicester City? Why teamwork and togetherness breeds success

ijgolding

I must start this new post by apologising to all Leicester City fans! I really hope that writing about the undeniable success of your club this year will not jinx perhaps the greatest achievement of any sports team EVER… anywhere in the world. However, I do not apologise for taking advantage of an achievement that is so remarkable – and so deserving – that it should become one of the prominent examples to any organisation, in any industry, as to what can be achieved with a lot

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Eliminating Experience Pain Points, and Creating Customer Satisfaction: Is This Ever Enough?

Beyond Philosophy

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. After recently reviewing the Forbes customer value/customer loyalty interview of TD Bank’s CMO, Vinoo Vijay, one of his areas of emphasis (in addition to frequent customer surveys and generating insights from employees) was the resolution of problems. This is extremely important, because it speaks to how more progressive companies endeavor to make experiences less painful, if not more fulfilling and memorable.

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Systems and smiles: the two key elements of a successful customer experience

Vonage

Here’s a simple formula that encompasses what it takes to a successful customer experience: systems and smiles. I offer this in gentle contrast to the customer service philosopher Carl Sewell, who years ago proposed that it’s ‘‘systems, not smiles’’ that matter in pleasing customers. Sewell explained his point as follows: If the food in a restaurant is lousy, no matter how much the staff smiles and apologizes for it, you’ll likely not eat there again.

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Is Training the Right Solution?

Speaker: Tim Buteyn

Let's set the scene: you’ve identified a critical performance gap in your organization and need to close that gap. A colleague suggests training, but you suspect there’s something going on that training can’t address. How can you determine if training is the right solution before you commit your budget and resources to a new training program? In this webinar, you will learn how to determine if training is the right solution using the Behavior Engineering Model.

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How to Give Your New Small Business a Professional Vibe

Win the Customer

If you want your new small business to be competitive against the established ventures in your niche, it’s important to pay attention to the details that will create a professional appearance. Here are a few tips for how to give your new small business a professional vibe. Get a Professionally Designed Logo. A professional, memorable logo will help to maximize the money and effort you spend on your company’s branding efforts.

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Inside View: Carbonite

Contact Center Pipeline

Trust is the most critical factor when it comes to choosing an online backup service. Customers rely on the provider’s solutions to protect their digital lives, so their expectations are understandably high for performance, reliability and security. But the key to customer confidence lies with the human factor. Each interaction with the company’s customer-facing staff […].

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14 Steps to Create the Perfect Live Chat Customer Experience

Kayako

Is your organization looking for ways to improve customer experience on live chats? Perhaps there are new hires in your company who are having a hard time getting to grips with live chats. Are you looking to improve your customer handling time (CHT) on chat? In this post, I’ll share a structured workflow which you and your team can follow when handling live chats.