Beyond Philosophy
JUNE 20, 2016
There are 2 killers of corporate life – speed and politics. Let me give you some background. Before setting up Beyond Philosophy I spent most of my career working in large corporate companies, climbing the ladder of success. I reached the exalted heights of SVP leading a team of 3,500 people globally before I left to start Beyond Philosophy, a customer experience consultancy, back in 2002.
ShepHyken
JUNE 1, 2016
What does your company or brand stand for? When you advertise or market your company and your products, what is the image that you’re trying to create? What is your brand promise ? I Googled the definition of the term brand promise and here is what came up first: A brand promise is the statement that you make to customers that identifies what they should expect for all interactions with your people, products, services and company.
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Callminer
JUNE 10, 2016
Think, for a moment, about the last time you had an exceptional experience as a customer. What stood out to you? What do you remember the most?
Steve DiGioia
JUNE 20, 2016
This original article was written by Steve DiGioia. Complaint after complaint is heard about today’s workforce; they are lazy, spend too much time on social media while on-the-job and they have no work ethic. Employee morale is at an all-time low. True or not, it is a fact of business. Today’s employees; regardless of their social status, geographic makeup or millennial segmentation, face a vastly different work environment that those of 30-40 years ago.
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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
Contact Center Pipeline
JUNE 30, 2016
Wondering what your fellow contact center professionals were reading about in June? Take a look at our top 5 posts for the month—topics included insights on digital channels from a global industry study; the value that speech analytics brings to QM; online communities; the fundamentals of proper staffing; and effective upselling techniques. Study Finds Digital […].
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
JUNE 15, 2016
Over the past few months, some retailers have been experimenting with virtual reality. With sales lagging, they‘re hoping that in-store virtual reality experiences will be the magic ingredient that lures shoppers back. Now, though, eBay has announced that it is launching the world’s first virtual reality department store. eBay’s new venture is being rolled out in Australia in partnership with Australian retailer Myer, and it requires nothing more than a free smartphone app and a pair of cardboar
ShepHyken
JUNE 8, 2016
Customer Service Culture. There are a number of reasons that companies fail at customer service. As I read dozens of articles each week, numerous books on the topic throughout the year, as well as conduct some of my own research, there are some very clear reasons. Sometimes it’s not what you are supposed to do, but what you should avoid doing. If you’ve been following my work, some of this may seem like a review, yet we must constantly be reminded of these reasons.
Win the Customer
JUNE 23, 2016
One of the big challenges for brands using social media for customer service —and also making an effort to proactively reach out to customers with live chat and chatbots on their website—is striking a balance between customer service automation and real human connections. If you’ve ever taken a science class, you’ve probably heard of the triple-beam balance.
Steve DiGioia
JUNE 27, 2016
have you forgotten the attention to detail? This original article was written by Steve DiGioia. A recent overnight hotel stay proved to me that just because one aspect of a business runs well doesn’t mean that all the others do too. Hotel franchisees must follow strict adherence to marketing, branding, RevPar, etc. all with the intent of satisfying the “flag standards” and providing the guests with a focused message of quality and service.
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!
Contact Center Pipeline
JUNE 29, 2016
Remember when “coaching” was represented by reports shoved in front of agents with lots of red circles accompanied by motivating messages like, “Good quality, but you need to get that adherence rate up to speed!”? If not, lucky you! Today, most of our contact centers have well-defined performance metrics. This data is readily available, and […].
Return Customer
JUNE 1, 2016
As Internet speeds increase and technology becomes more sophisticated, customer expectations of companies’ online performances have also risen. In 2015, 47 percent of U.S. corporate executives said their customers’ service expectations were higher than three years ago, while 35 percent said they were much higher. Nearly two-thirds of these companies said it was somewhat or very difficult to please customers, while 77 percent agreed the Internet and consumer apps were raising the bar
Beyond Philosophy
JUNE 13, 2016
We’ve all encountered these people in the workplace. The guy who wanders around joking with everyone but never seems to do any actual work. The woman who files her nails when she should be typing a report. The slacker who…well…nobody actually knows where the slacker is or what he’s doing! Co-workers label these folks ‘lazy’ and resent them for not doing their share.
ShepHyken
JUNE 15, 2016
The After-Experience. Congratulations to my buddy John Ruhlin who has a new book that just came out, Giftology. In this book he covers the art of the appreciation gift. You may be familiar with his name if you’ve been following my work. I’ve covered some of his ideas in the past. He’s a rock star when it comes to understanding how to make people feel special and appreciated.
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
Win the Customer
JUNE 1, 2016
Today, brands can use social media to strengthen brand awareness, create customer loyalty, and build lasting relationships with customers. Customer loyalty is becoming more and more elusive, especially in our contemporary world. Before online transactions and exchanges became the norm, retailers were able to foster physical, and, at times, emotional interactions and connections with consumers.
Mindtouch
JUNE 15, 2016
We may attribute our demand for self-service to our need for active involvement and self-gratification, but there’s another element we rarely factor in: our geeky side. You Geek, I Geek, We All Geek. I commute via train and vividly remember the first time I rode the train into work. As you would expect, nearly all my fellow commuters (from young to old, from student to executive, from caffeinated to sleep-drunk) were face down in a mobile device.
Contact Center Pipeline
JUNE 28, 2016
An interesting finding from Dimension Data’s “2016 Global Contact Centre Benchmarking Report” is that, for the first time, customer experience has surpassed cost reduction as a primary reason for offering digital channels (73.7% vs. 67.9%). “There is a massive focus in the industry to try to push customers toward digital, not just to reduce costs, […].
Amity
JUNE 16, 2016
With more than 23,000 paying customers worldwide, Moz provides analytics software to track all of a website's SEO and inbound marketing efforts on one platform. We sat down with Ellie Wilkinson , the Senior Customer Success Team Manager at Moz, to discuss how Customer Success has evolved over the last two years. Can you tell us about your responsibilities at Moz?
Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.
Beyond Philosophy
JUNE 8, 2016
I’m happy to report that more and more companies realize that emotions are significant to the Customer Experience. It’s an excellent first step. But it isn’t enough. Thinking that emotions are important in Customer Experience, or even that positive emotions are important to our Customer Experience isn’t enough. In general, business needs to get specific about the emotions in their Customer Experience.
ShepHyken
JUNE 29, 2016
My effort to make the sale is validated when the customer chooses to do business with me. Then it is just as important, if not more so, for me to validate my customer’s choice to do business with me through what happens after the sale. I’ve been thinking about the concept of validation for a while. This is where the customers validate your efforts in persuading them to do business with you.
Win the Customer
JUNE 7, 2016
From automated purchasing and shipping to simple returns and mobile-friendliness, these are the modern conveniences your online customers expect from your business. Today’s customer expects a lot. Online shoppers expect even more. And their expectations should not be ignored. In the United States alone there are more than 191 million online shoppers.
Return Customer
JUNE 15, 2016
Social media customers have increasingly demanding expectations. About 95 percent of millennials expect brands to have a Facebook presence, and over 80 percent expect brands to be on Twitter, HubSpot research found. According to Edison Research, 42 percent of customers expect service requests made through social media to be handled within 60 minutes, while 32 percent expect a response within 30 minutes.
Advertiser: ZoomInfo
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.
Contact Center Pipeline
JUNE 23, 2016
It provides a sense of threat… that there is an “or else” at the end of that command! We live in a world where people feel entitled to operate on the premise that if you “dare” to “push my buttons” the offended party has the right to abandon all civil behaviors and punish you the […].
Influitive
JUNE 2, 2016
Here’s a simple fact: the human brain is wired for reciprocity—the need to give back after we receive. Take this example: a collaborative study done by researchers from four universities documented how bringing candy to a table after a meal influenced the value of tips that servers received. The results were astounding. If servers gave a piece of candy with the bill, they got 3% higher tips.
Beyond Philosophy
JUNE 2, 2016
We all want to be happy. But how do you consistently make your customers happy? Experts from companies like Disney and SoulCycle offered good advice on this subject during a panel discussion on designing happiness at SXSW. As customer experience consultants, we know that happiness is one of the key emotions that drives short term purchases and longer term brand loyalty.
ShepHyken
JUNE 14, 2016
John DiJulius on Secret Service & The Customer Service Revolution. Shep Hyken speaks with John DiJulius, international consultant, best-selling business author and owner of the award winning John Robert’s Spa. John shares ideas from his latest book, “The Customer Service Revolution.” They discuss the radical overthrow of conventional business mentality which is transforming the employee and customer experience.
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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.
Up Your Service
JUNE 5, 2016
Recently, I was visiting a company to demonstrate UP! Your Service and the CEO said to me, “We want to achieve world-class standards in our service. How can your company help us get there?”. Caught between making a first good impression with the senior leader and being truthful to myself, I deliberated for a few moments before sharing my experience with his company.
ForeSee
JUNE 13, 2016
As the earnings reports for two major retailers indicate, it’s quite difficult to predict exactly which categories consumers will be spending on — and promotional advertising or industry trends aside, The post For Target And Lowe’s, What Happens In Retail Starts Online appeared first on ForeSee.
Contact Center Pipeline
JUNE 22, 2016
Poorly designed IVR applications have been frustrating callers for years—and in too many cases, alienating customers rather than providing a quick and easy way to handle the most basic transactions. Worse, when callers opt out of a self-service system, their personal information often is not transferred with them and they’re forced to repeat it to […].
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