Beyond Philosophy
JANUARY 14, 2015
'“You’ll Have To Call Customer Service”. As a customer, hearing this is, at minimum, a letdown. As a customer experience consultant, hearing this represents an experience failure. Organizations may try to whitewash it away by describing it as “something we’re working on” or “a service irregularity” or “service exception,” but it is simply, a fail.
Customers That Stick
JANUARY 29, 2015
'Meet Carol Euliss! I have been an RN for 36 years, a childbirth educator for 20 years, and a doula for 16 years. I have worked for Community Health Network in Indianapolis, IN for 27 years. I teach classes, coordinate a hospital based doula program, and attend births in the role of a doula. I have been privileged to assist hundreds of babies into the world and help families have positive birth experiences.
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Win the Customer
JANUARY 29, 2015
'The secret to Ritz-Carlton customer service lies in its strict adherence to its “Gold Standards” that include the Credo, the Motto, the 3 Steps of Service, the 20 Basics, and the Employee Promise. Service at the Ritz-Carlton is so outstanding at the hotel company that it has won the coveted Malcolm Baldridge National Quality Award twice, […].
C3Centricity
JANUARY 19, 2015
As you have no doubt already noticed, my Blog posts and those of many other Bloggers too, are often prompted by real-world experiences. This week is no exception. I want to share with you some examples of how companies jeopardise the loyalty of their customers and also seriously limit their chances of getting repeat purchases. [.]. The post Are you Jeopardising your Customers’ Loyalty?
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PeopleMetrics
JANUARY 12, 2015
'Every blank page in our shiny new calendars promises untapped opportunity, achievement, results, CX awesomeness. We have 12 months to kick butt with our customer-centric goals. To become NPS Olympians. To gear up, plan our journey, and climb to the summit. Sure, we CX professionals are a hopeful bunch. But, as they say, hope is not a strategy. So, we thought we would share our practical guide to reaching our goals.
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
JANUARY 12, 2015
'There are many philosophies out there. The thing about philosophy is that it doesn’t always have much real-world application behind it. Anyone can claim a philosophy but can they make it work in the real world? I dedicate my career to helping organizations take their current Customer Experience to the next level, or Beyond the Philosophy of it and into the “real world.”.
Customers That Stick
JANUARY 12, 2015
'Today we are releasing our new guide to customer service and customer experience higher education programs. The Customers That Stick TM Guide to Customer Service Certificate and Degree Programs is designed to help shine a light on the growing importance of our field and to help generate interest in those higher learning institutions that are at the forefront of customer service and customer experience education.
Win the Customer
JANUARY 5, 2015
'Highly effective and quality service like that delivered by the Ritz-Carlton Hotels is a prime example of organizations that have mastered the art of going above and beyond in the call of service through their innovative service experience. An experience with a team member at the Ritz-Carlton is different in that they will deliver a […].
customer sure
JANUARY 29, 2015
Takeaway: Respond politely, promptly and sincerely to negative reviews. Apologise, fix the problem and demonstrate your dedication to service to prospective customers. Reading time: 7 minutes. There’s a ton of value to be had from reviews. Even negative reviews. But what’s the best way to approach your response? Every online business will receive negative reviews once in a while.
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Harness the True Power of your Contact Center In today’s fast-paced business environment, selecting the right contact center solution is critical for enhancing customer experience, improving operational efficiency, and optimizing costs. This comprehensive guide will walk you through the essential factors to consider when choosing a contact center software that aligns with your business needs.
PeopleMetrics
JANUARY 14, 2015
'In the romantic view of creativity, the artist waits. Then in a flash of inspiration, the artist suddenly receives a fully formed idea. All the artist has to do is bring it to life. In a more realistic view, as regular artists and creative types can tell you, you have to get to work to be productive. Creating a body of work is not about waiting for a lighting strike.
Bill Quiseng
JANUARY 26, 2015
One of the real benefits of social media is connecting with people from around the world who we would otherwise not meet. I especially appreciate meeting individuals who are as committed as I am to helping small businesses create a customer experience that builds loyalty. This week’s guest post is from Adam Ramshaw based in Australia. Once you read his post, you will see Adam shares that commitment.
Beyond Philosophy
JANUARY 16, 2015
'The end of 2014 was really busy. My wife just had a fairly serious surgery (she’s doing great, but recovery takes time), and I am launching a eBook. So of course it should be evident this was the ideal time to redesign the user interface on my company’s website ! If you have ever suffered through this process, then you know that having this many balls in the air and taking on a website redesign is bordering on mad.
Customers That Stick
JANUARY 22, 2015
'The words Big Data are spoken every day in corporate offices around the world. And the benefits of it to companies and customers is, well… big. And while Big Data is becoming more accessible to small to medium-sized businesses (SMBs), the basics of customer information — small data, if you will — is still where customer and experience meet for most organizations.
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With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.
Win the Customer
JANUARY 13, 2015
'One of the most important parts of selling to new customers or keeping existing customers is to build trust and build customer relationships. If you’ve got a strong customer relationship, you can sell at higher prices and get bigger sales opportunities than if you don’t have such a deep relationship. If your customer experience is […].
Joe Rawlinson
JANUARY 7, 2015
'Let’s shoot from the hip here: if any part of your job or business uses the Internet for marketing purposes and you don’t include a Call To Action (or CTA for short), then you’re wasting your time online. You can create the pithiest tweet, the most compelling blog post, the most awesome article, but if you’re trying to win over customers, all of that content is incomplete and ultimately ineffective without a CTA.
Beyond Philosophy
JANUARY 28, 2015
'In this series, professionals share how they rocked — or didn’t! — the all-important first 90 days on the job. Follow the stories here and write your own (please include the hashtag #First90 in the body of your post). First impressions are vital. However, the actions during the first 90 days of anybody’s new job are more important to forming a good and hopefully lasting relationship with your new employer.
Beyond Philosophy
JANUARY 19, 2015
'According to Nielsen, word-of-mouth is the most trusted source of decision-influencing and decision-making information for consumers around the world. Having often addressed the power of informal communication ( [link] ), it’s always gratifying to have confirmation by respected research and consulting organizations. Consumer motivation research (“On Brands and Word of Mouth”, Journal of Marketing Research, August, 2013), conducted by several professors at U.S. and Israeli business schools, repr
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Beyond Philosophy
JANUARY 23, 2015
'My mum always told me, “You can catch more flies with honey than you can vinegar.” In other words, people respond better to rewards than punishments. As a leader or a marketer if you want an employee or a customer to change behavior, research says the best thing to do is give them positive reinforcement when they do what you want. Several studies conclude that positive reinforcement is the best way to encourage better behavior.
Beyond Philosophy
JANUARY 5, 2015
'The list of the top 50 Best Places to work in 2015 was published last week by Glassdoor, the career community based in California. Not surprisingly, Google is in the number one spot. Other companies on the list included Southwest Airlines and Disney along with other big brand names. All of these companies have something in common: their employees are happy and engaged with their brand promise and they provide a good Customer Experience.
Beyond Philosophy
JANUARY 12, 2015
'Over the past thirty years, most customer-related research has focused almost entirely on the cognitive, rational, and functional elements of decision-making. Why? Well, researchers are logical, and the cognitive and rational certainly looks logical – – and emotions, or emotional context, is challenging to measure. For years, especially in qualitative research, professionals endeavored to get at “feelings” involved when making a brand choice and/or a purchase decision; but that di
Beyond Philosophy
JANUARY 26, 2015
'President Obama’s sixth address to the union was last night. He touched on several key issues citizens in the US are familiar with from unrest in the Middle East to the need for better opportunities for middle-class families to thrive in the economy. One interesting bit of his speech touched on an important issue for Customer Centricity: data breaches.
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Win the Customer
JANUARY 27, 2015
'To succeed in the age of the customers, call centers need to transform into action centers focused on meeting and exceeding customer expectations. A Forrester report concluded that just 31% of all organizations really look closely at the quality of the customer service interactions taking place in their call center each day. Furthermore, only about 30% […].
Win the Customer
JANUARY 28, 2015
'The telephone has been proven to be the most basic and core tool for any organization to truly understand its customers and effectively serve them. I recently attended the Association of National Advertisers’ 2014 Masters of Marketing Conference, alongside some 2,800 other marketers and vendors. Throughout the event, the concepts of brand purpose and listening, as well as […].
Win the Customer
JANUARY 19, 2015
'Famously, Dr. King once noted that “Life’s most persistent and urgent question is: ‘What are you doing for others?’” This question is important, not just for individual citizens but for small businesses to consider as well. In the spirit of Dr. King and his message, Americans have also begun observing the MLK Day of Service, […].
Win the Customer
JANUARY 8, 2015
'78% of top brands today completely ignore their customers online and fail to respond to customer requests on social media channels. Social media offers brands a fantastic opportunity to engage with their customer community and provides an easy channel for enhanced customer experience and customer relationship development today. Most brands today have jumped on board […].
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
Win the Customer
JANUARY 23, 2015
'Social routing is an emerging trend, a way in which contact centers can more accurately meet the needs of their customers. But how is this different from what we’re doing at the moment? TMCNet discusses the answer by describing the modern day customer and the challenge that call centers face as they look to integrate social media channels […].
Win the Customer
JANUARY 20, 2015
'Your team''s strategy, mission, and the outcomes or results of interacting with them need to be crystal clear. Everyone has to understand that the end goal for your customer is not lower handle time, but effective and positive customer outcomes.
Customers That Stick
JANUARY 8, 2015
'We''ve Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.
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