Beyond Philosophy

FEBRUARY 15, 2017

Childhood bullying gets a lot of attention these days, but bullying and other bad behavior can be just as destructive in the workplace as on the playground. Over the years, I’ve seen people with poor social and interpersonal skills unnecessarily make life miserable – not just for themselves, but for everyone else in the workplace. For managers and executives, poor relationships with employees and customers are one of the surest ways to undermine any efforts to create a positive customer experien

Construction 382

Construction Consulting Consulting Education 382

Callminer

FEBRUARY 28, 2017

Top Call Center Conferences 2017: 49 Must-Attend Events to Learn the Latest Trends and Technologies for Boosting Call Center Performance Call centers remain the most important customer channel companies have; indeed, Forrester claims that 73% of consumers opt to call when they need service, and a study by Arizona State University finds that customers are 11 […].

Call Center 265

Call Center Technology Best practices Analytics 265

ShepHyken

FEBRUARY 8, 2017

Common sense must always prevail – especially when it comes to customer service. That said, sometimes companies create strict rules and policies or have a “system” that makes it impossible for an employee to deliver the customer service the company actually wants them to deliver. Recently, I was sitting next to someone on an airplane who was on his way for a vacation on a cruise ship.

Customer Service 247

Customer Service Customer Experience 247

Steve DiGioia

FEBRUARY 27, 2017

This original article was written by Steve DiGioia. Life is stressful. The societal pressures of work, providing for your family, body image, social media , etc. are bad enough; the last thing you need early in the morning is a grumpy ticket agent to start your day off on a miserable note. Here’s my story…. I haven’t taken the train into New York City, from my home in New Jersey, in roughly 10 years.

Customer Service 133

Customer Service 133

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Customers That Stick

FEBRUARY 27, 2017

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Customer Service 141

Customer Service 141

Beyond Philosophy

FEBRUARY 27, 2017

Hotel giant Hilton recently dropped the H from its rewards program , replacing the linguistically puzzling Hilton HHonors with an easier to pronounce version, Hilton Honors. The change is more than cosmetic. The new rewards program will be the first in the industry to allow members to combine points and money for a hotel visit. Members can also combine points with friends or family members for free, or use points to buy things on Amazon.com.

Chief Customer Officer 334

Chief Customer Officer Airlines Morale Employee engagement 334

Callminer

FEBRUARY 21, 2017

How Marketers Can Leverage Big Data for Customer Experience Insights: 35 Marketing Experts and Customer Experience Pros Share Their Top Tips for Leveraging Big Data to Improve CX

Big data 182

Big data Marketing Customer Experience 182

ShepHyken

FEBRUARY 7, 2017

Jeremy Watkin on How Listening to Your Customer Service Reps Can Give You a Competitive Advantage. Do you realize there is a hidden gem in your customer service department? Shep Hyken speaks with Jeremy Watkin to discuss the strategies you can use to mine that hidden gem, which can give your organization a competitive advantage. But first… Shep Hyken discusses the power of the customer satisfaction survey.

Surveys 229

Surveys outsourcing Feedback Self service 229

Contact Center Pipeline

FEBRUARY 28, 2017

February may be short on days, but that doesn’t mean that we’re short on content! Our five most-read blog posts of the month touched on a variety of popular topics, including leadership, omnichannel, customer experience, workforce management, staffing and customer service. Inside View: Eileen Campbell, Horizon Utilities Highly effective leaders can create the type of […].

Customer Experience 100

Customer Experience Management Customer Service Contact Center 100

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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

Surveys

Peter Lavers

FEBRUARY 20, 2017

The automotive sector is facing massive changes in the next 10 years. How will this affect your customer management? Download the Automotive Change Infographic pdf . The post New Infographic: Challenges facing the Auto Industry appeared first on Think CX.

Automotive 100

Automotive Management 100

Customers That Stick

FEBRUARY 6, 2017

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Customer Experience 123

Customer Experience Customer Service 123

Beyond Philosophy

FEBRUARY 28, 2017

On his first day on the job as U.S. Secretary of State, Rex Tillerson stood before a crowd of State Department employees and introduced himself. “Hi, I’m the new guy.”. The humble comment brought laughs because, until recently, Tillerson was CEO of ExxonMobil, one of the biggest companies in the world. But it also reflected something very true about Tillerson’s status: cabinet secretary or not, he was a brand new employee in unfamiliar territory.

Construction 328

Construction Feedback Consulting Consulting 328

Callminer

FEBRUARY 6, 2017

Companies that deliver superior customer experience beat the competition by retaining customers, growing their bottom line, and reaping the benefits of satisfied customers.

Customer Experience 182

Customer Experience 182

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!

Feedback

ShepHyken

FEBRUARY 22, 2017

Just imagine if you were the Director of Sales for a private jet company. Would that be a dream job? Jordan Zabel deals with high-end customers who expect high-end customer service because he is the Director of Sales for Jet Linx , a private jet company that offers their services to corporate and private members. As you might imagine, anyone that can afford to fly in a private jet has very discerning taste. and often along with it, sky-high expectations.

Sales 226

Sales Customer Care Marketing Customer Service 226

Contact Center Pipeline

FEBRUARY 23, 2017

Technology is the great enabler but too often falls short in delivering promised results, leaving users and executives frustrated. Whether pursuing exciting new technology or refreshing existing systems, IT and the contact center need to work together to deliver better outcomes. Here are our top tips for optimizing new or existing technology to the benefit […].

Technology 100

Technology Contact Center Call Center Management 100

Peter Lavers

FEBRUARY 20, 2017

The automotive sector is facing massive changes in the next 10 years. How will this affect your customer management? Download the Automotive Change Infographic pdf . The post Auto Industry Challenges Infographic appeared first on Think CX.

Automotive 100

Automotive Management 100

CustomerGauge

FEBRUARY 9, 2017

More Than 75% of Macy’s Shoppers Preferred Amazon For the Holiday According to Prosper Insights’ January 2017 survey of more than 7,500 U.S. adults, more than three-quarters (76.7%) of Macy’s core shoppers have preferred to shop at Amazon during Q4 of 2016 (October, November and December). These results come one year after Macy’s CEO announced […].

Surveys 114

Surveys 114

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

Journey mapping

Beyond Philosophy

FEBRUARY 13, 2017

Some people love to tip and others do, but begrudgingly. However, it appears that nowadays everyone is expecting a tip even if they are just serving you at the checkout! When you see a tip jar by the cash register what do you think? To me, the tip jar says “I deserve a tip”. But it says quite a bit more, too, and none of it good about your Customer Experience.

Customer Experience 316

Customer Experience Consulting Consulting Personalization 316

Callminer

FEBRUARY 15, 2017

There are three common mistakes that most businesses are making when relying on software that offers natural language processing.

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ShepHyken

FEBRUARY 15, 2017

What does it mean to be a customer-centric company? That seems to be the question of the week. It started off with one of our subscribers emailing in the question, followed by two reporters wanting my take on this now-popular phrase for their interviews. If you Google the words customer centric (or centricity ), you will find many definitions from different sources that are all very similar.

Customer centricity 225

Customer centricity Customer Service 225

Contact Center Pipeline

FEBRUARY 22, 2017

There are a variety of models for creating or transforming a workplace culture, but experts agree that culture must be approached as a long-term commitment, not a one-time project with a beginning and end. Sustaining the culture requires alignment of the organization’s internal processes and systems, such as hiring, staff development, process improvement, recognition, etc. […].

Contact Center 100

Contact Center Call Center Management 100

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.

Contact Center

Peter Lavers

FEBRUARY 20, 2017

The automotive sector is facing massive changes in the next 10 years. How will this affect your customer management? View the Automotive Change Infographic. Contact us: info@thinkCX.co.uk. The post Auto Industry Challenges Infographic appeared first on Think CX.

Automotive 100

Automotive Management Customer centricity 100

ijgolding

FEBRUARY 6, 2017

Customer Experience is now recognised as a profession – as I am sure many are bored with hearing me repeat over and over again! As with any profession, it is defined by a number of competencies, tools, techniques and methodologies that are recognised and practised by thousands of specialists around the world. It is a challenging profession for a variety of reasons – largely because it is not ‘black and white’ There is no one way of doing anything when it comes to Customer

Journey mapping 113

Journey mapping Management Customer Experience Accountability 113

Beyond Philosophy

FEBRUARY 8, 2017

In our customer experience consultancy, we find there’s one thing that consistently prevents companies from adopting a more customer-centric approach. It’s not (as you might guess) cost! Instead, the problem is priorities, and specifically the priorities of people who make critical company decisions. You see, as people move up the chain of command, they get further and further removed from the average customer.

Management 309

Management Consulting Consulting Finance 309

Callminer

FEBRUARY 15, 2017

Sales and collections agents use call flows frequently - but all contact center agents can also benefit from ideal call flows.

Call flow 182

Call flow Scripts Call Center Contact Center 182

Advertiser: ZoomInfo

One of the biggest challenges for any B2B marketer is understanding your prospects’ next move — who is most likely to buy and when. Without these insights, marketing campaigns can feel more like guesswork, with high investment and little return. We’re here to tell you there’s a better way. By tracking buyers’ digital footprints and online activity, such as website visits, product reviews, and spikes in content consumption, you can engage prospects with a message that really resonates.

Accountability

ShepHyken

FEBRUARY 21, 2017

Chip Bell on How to Create Customer Evangelists. What is the best way to get your customers to truly become your advocates? Shep Hyken speaks with keynote speaker and author Chip Bell about the best way to inspire customer loyalty. First Up: Shep Hyken’s opening comments focus on how to inspire loyalty with your customers. He challenges you to go back to your team and ask them to take a look at other industries.

Customer advocacy 215

Customer advocacy Customer centricity Best practices Sales 215

Contact Center Pipeline

FEBRUARY 21, 2017

If you have not heard of FrontLine Group before, you may be surprised to learn that it is part of one of the largest and oldest Canadian-owned collections firms, CBV Collection Services Ltd., with four locations in Canada, as well as centers in the United States, India and the Philippines. FrontLine Group is the Business […].

Customer Care 100

Customer Care 100

Customers That Stick

FEBRUARY 2, 2017

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Customer Experience 117

Customer Experience 117