July, 2015

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Is Your Customer Experience Accidental?

Beyond Philosophy

Most Customer Experiences are accidents—and unfortunately, they are not always happy ones. Why? Unless a company designs a deliberate experience that puts the Customer first and considers the Customer’s perspective, the message you send to the subconscious is rarely what you intend. The message you send will communicate how you are as an organization.

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The 5 Best Ways to Deal With an Upset Customer

Steve DiGioia

This original article was written by Steve DiGioia. Regardless of your business, there will be the inevitable situation where a customer is dissatisfied with your product or service. It is something we never want to deal with but know that we must. In a perfect world, our product or service is everything our customers expect, everything they thought it would be.

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Trending Sources

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How Speech Analytics Can Reduce Costs & Improve Contact Center Efficiency (Case Study Examples)

Callminer

CallMiner speech analytics helps organizations across industries reduce costs & improve contact center efficiency. Read more about how with our case study examples.

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People Are Watching

CCNG

In our previous post, we reviewed the keys to being an effective communicator. We start with a foundation of respect, empathy, reliability, responsiveness, and assurance.

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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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Customer Centricity Masterclass with Doug Leather

Peter Lavers

“Customer Centricity is the eco-system and operating model that enables an organisation to design and deliver a unique and distinctive customer experience”. Doug Leather. A group of people representing some of the best brands in Europe gathered at Twickenham Stadium on a warm June day for a special masterclass focused “customer centricity” in companies that are primarily business-to-consumer (B2C).

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Change Your Mindset for Greater Productivity

Beyond Philosophy

You have all done it. I know I have. It’s natural these days to stop working on a project and check your feeds, see how your post is performing, or how many favorites your latest Tweet earned. Yes, we may all be doing it, but it’s killing our chance of reaching greater productivity and harming the quality of our work. Author Ed Batista addresses this in his post on Harvard Business Review’s blog.

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Never Forget, We Are Always On Stage

Steve DiGioia

This original article was written by Steve DiGioia. At times we act as if we are in a vacuum, all by our self, no one’s around. We are invisible. No one’s watching me…well, are they? You’d be surprised how many eyes are on us while we work. “People watching” it’s called and it happens all the time. Especially to those in the customer […].

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Customer Experience Journey Map or Service Blueprint?

Win the Customer

To design and deploy services, it’s crucial to have both customer experience journey maps for vision and customer service blueprints for process development. In a recent post, the team at Cooper dove into the differences between customer experience journey maps and customer service blueprints. Customer experience and customer service often are used interchangeably, but the […].

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What Millennials Expect from Online Customer Service

Return Customer

Millennials are estimated to have a combined purchasing power of $2.45 trillion globally this year. It is only fair that they expect retailers to try and understand what they want. Millennials spend a great part of their time on the internet, not just to learn, communicate and organise their social lives but to shop too. And for retailers, this means understanding more about how to engage with this demographic and working out what they require from a shopping experience.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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A Morning Shot of Customer Centricity with Hello Customer

Peter Lavers

WCL Customer Management is delighted to support Hello Customer for a breakfast seminar on September 10th with guest speaker, Daragh Kelly, Customer Intelligence Director at SKY IQ. Date: Thursday 10th September 2015. Time: 7am – 10am. Click here to register. Hello Good Morning wants to get you cracking, beyond the hypes and overly inspirational content that is flooding the scene.

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Top 5 Posts in July

Contact Center Pipeline

Our top blog post in July offered insights from AllStaff’s Eric Berg about customers’ views of offshore contact centers—why offshore centers have an image problem and the impact on Customer Effort Scores. Other hot topics for the month included omnichannel strategy, contact center metrics and employee engagement. Customer Perception: Offshore vs. America In the course […].

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3 Ways to Tell if Your Customer Relationship is All About You

Beyond Philosophy

Sometimes we have a relationship we think is good, but it really isn’t. It’s true in friendships, marriages, and yes, even business relationships. There are some signs that your Customer relationship is all about you, or one-sided, and they are easier to spot than you think. Many of the things that make personal relationships fail make your relationship with Customers one-sided.

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How Do YOU Define Customer Service?

Steve DiGioia

This original article was written by Steve DiGioia. Customer service is many things; the way you make the customer feel, the way you show appreciation for their business and the way you assist and anticipate their needs. But it is much more than that… One last thought… Customer service is the cheerful giving of attention.Click To Tweet So, how do YOU define customer […].

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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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Why Your Customer Service Experience Isn’t “Bae”

Win the Customer

We’ve all experienced bad customer service. Think of the feeling that was left in us (much like a bad first date). It’s not pleasant. And if you have too many, you’ll quickly develop a poor reputation with those you need the most, your customers. Have you ever been on a date in which you did […].

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How to Leverage Employee Feedback on Your Customer Experience

PeopleMetrics

If you can tell, we’re fans of using feedback in your customer experience strategy. It helps you gain perspective. It helps you keep tabs on your experience. It gives you emotional snapshots of your company’s touchpoints. However, when thinking about collecting feedback on the customer experience, we can limit ourselves to considering feedback from customers.

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CX Initiatives with Business Value Get Support

Andrew Mcfarland

Too many customer experience (CX) initiatives never get funded because they miss the point. Too many people mistakenly advocate for improving the customer experience, enhancing customer service or boosting customer satisfaction. To get traction in your organization, you’ll have to make the conversation about business value. By avoiding the business value of CX initiatives, [.].

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What’s the End You Have in Mind?

Contact Center Pipeline

In The 7 Habits of Highly Effective People, Stephen Covey articulates this habit so clearly when he asks the reader to picture … their own funeral. He describes the setting and the speakers, one from each area of the reader’s life. He asks: What would you like each of these speakers to say about you […].

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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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Training Employees on Nonverbal Clues

Beyond Philosophy

When you hear a person (read Customer) sigh, what do you think they are communicating? Is it sadness? Frustration? Exhaustion? All three? Chances are, it’s a subconscious communication of many things, including all of the above. It’s important to identify what nonverbal clues like a sigh communicates—whether you are the one that heard it or the one that is doing it.

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The 2 Best Ways to Stand Out From The Crowd

Steve DiGioia

This original article was written by Steve DiGioia. Are you a positive influence or one of negativity? Do you sugar-coat things or get straight to the point? Is your glass half full or half empty? Much can, and has, been said about the best way of approaching a situation or a way of doing business that can be stressful for many. We all […]. The post The 2 Best Ways to Stand Out From The Crowd appeared first on Steve DiGioia and was written by Steve DiGioia.

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The Psychology of Customer Service Motivation

Win the Customer

How we can inspire and empower ourselves to go above and beyond when it comes to our customer service experience duty? Anyone can do the bare minimum. Anyone can do enough to satisfy. Everyone does just enough and that’s the problem of customer service experience today. Too many are content with just enough and lack the […].

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10 Ways To Make Your Customers Fall In Love With Your Brand (Infographic)

Provide Support

In a huge variety of brands offering similar products or services, how do you separate yours from the competition? Since price becomes much less of a deciding factor when choosing between your brand and competitors, caring for your customers and nurturing relationships with them has never been more important in growing a successful business. Zig Ziglar once famously said, “People don’t buy things for logical reasons, they buy for emotional reasons” Statistically, 75% of buying

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ABM Evolution: How Top Marketers Are Using Account-Based Strategies

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

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Think Bad Service is Cheap?

Andrew Mcfarland

Bad service hurts businesses in many intangible ways – company’s reputations suffer, customers spread bad news via negative word of mouth and potential new customers avoid maligned and disparaged companies. But it turns out there can be tangible costs too! TWC must pay $229,500 for robocalling woman 153 times. Let this be a warning to [.].

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Customer Experience: Collecting Meaningful Feedback

Contact Center Pipeline

As many of the discussions at Engage 2015, Verint’s Global Customer Conference, highlighted, analytics provides valuable insights into customers’ needs and expectations. To really delve into the “why” behind their actions, it can be helpful to provide customers with multiple methods for providing feedback. I met with Nancy Porte, VP of Global Customer Experience, at […].

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Destroying Brand Experience, One at a Time

Beyond Philosophy

Brands are a fluid concept that can be destroyed in an instant. Brands make promises that should be kept by the people that deliver the experience. When the brand experience falls short of the promise, Customers feel disappointed, frustrated, and frankly, hacked off! For example, I recently purchased my new car. Having seen the adverts, undertaking the research online, and comparing various reviews, I narrowed my choices between a GMC Yukon or a Lincoln Navigator.

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It’s the Little Things That Make a Difference

Steve DiGioia

This original article was written by Steve DiGioia. We all have read, or written, about the lack of quality customer service in today’s marketplace. Whether it’s because of lack of staff training, poor morale, changing work ethics or a multitude of other reasons, it is a fact that service has changed. It’s even hard enough to get a positive response or recognition from […].

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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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The Power of Vitality in the Customer Service Experience

Win the Customer

When service energy is low, that’s when organizations become plagued with constant problems, consistent customer complaints, and the service experience continues to fall short of customer expectations. Organization that lack vitality in their service experience will always face the persistent topics of how to improve service in their conversations.

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Five Ways to Improve the Retail Store Customer Experience with Voice of Customer Analytics

ForeSee

The retail store environment plays a unique role in today’s technology-driven world. Customers develop relationships with companies using a variety of devices and channels, but the brick-and-mortar store adds the element of in-person interaction, where your associates represent the face and voice of your company. If you’re currently measuring the retail store customer experience or looking to start, here are five ways you can get more value from your voice of customer data.

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3 Sales Performance Management Benefits of Getting to "No" Quickly

PeopleMetrics

When you bring new B2B buyers into your customer experience, do you try to show some of them the door? Here are three reasons why you should do just that. 1. You can avoid the distraction of fairy-tale contracts. High-performing sales professionals are great at recognizing costs and benefits of potential contracts early on. They’re skilled at knowing which prospects to nudge, and which aren’t worth the energy.

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