Beyond Philosophy

DECEMBER 7, 2016

Your employees have the power to make or break your Customer Experience this holiday season with the customer service they provide. However, when employees aren’t happy, customer service often suffers. It’s clear that keeping a positive work environment is crucial this holiday season—and all year long. Here are three proven ways you can stay off your employee’s Naughty list when it comes to their employee experience.

Consulting 418

Consulting Consulting Customer centricity Customer emotions 418

ShepHyken

DECEMBER 7, 2016

Most companies have a tagline, a phrase or sentence that describes what they are about. Sometimes that doubles as a brand promise. Along those lines, I want you to come up with a customer service promise. For some companies, their tagline is their customer service promise. For example, Zappos.com ’s tagline is Powered by Service. Three words that exhibit a commitment to the customer.

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Customer Service 330

Steve DiGioia

DECEMBER 5, 2016

This original article was written by Steve DiGioia. Businesses across the land champion their great service and the positive experience given to their throngs of loyal customers. They tout the benefits of their product and how they tend to the specific needs, wants and desires of their customers. But as time passes many forget their original stated intent and lean more toward reducing payroll, lowering operational/product costs and finally to increasing profit as their primary goal.

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Customer centricity Metrics Consulting Consulting 264

Callminer

DECEMBER 27, 2016

Predictive analytics, in combination with speech analytics, can help your organization provide an improved customer experience. Read more.

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Analytics Customer Experience 182

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Contact Center Pipeline

DECEMBER 1, 2016

One of the best things to happen to the contact center in the last 10 to 15 years is the attention placed on customer feedback. Surveying customers used to be an informal activity done by a small minority of centers; today, it is a best practice followed by the vast majority of us. Customers now […].

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Best practices Surveys Contact Center Feedback 170

Beyond Philosophy

DECEMBER 12, 2016

There are three critical elements every online holiday shopper expects this year. If you don’t meet them, they likely won’t buy with you, not now in the holiday season, or in the new year either. Chances are if you are shopping for the holidays, you are buying at least in part online. Per USA Today , this year’s Cyber Monday booked $3.45 billion in sales, representing 12% growth for Cyber Monday sales in 2015.

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Consulting Consulting Sales Customer Experience 392

ShepHyken

DECEMBER 2, 2016

This week on our Friends on Friday guest blog post my colleagues, Thomas A. Stewart and Patricia O’Connell, write about how to manage customer emotions and ensure that employees know how to be empathetic. Customers are smarter than ever and we must know how to create a positive experience. – Shep Hyken . When you check into a hotel on a business trip–at the end of a day of meetings or a less than relaxing flight–how do you feel?

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Customer emotions Management Banking Personalization 316

Steve DiGioia

DECEMBER 12, 2016

This original article was written by Steve DiGioia. The dreaded job interview, everyone hates them. But here’s the key to having a great interview – you must show how, based on your past proven experience, you (over anyone else) can bring value to the company. Here’s some information your next boss will want to know: Is this someone we want to work with for years to come?

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Customer Service Personalization 164

Callminer

DECEMBER 28, 2016

You’ve no doubt heard this statistic before: It costs 5X as much to attract a new customer as it does to retain one. Yet research shows that the majority of organizations are still prioritizing customer acquisition over retention, with fewer than half of survey respondents citing customer satisfaction as a key goal. In today’s consumer-driven […].

Analytics 140

Analytics Surveys Best practices Contact Center 140

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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

Contact Center Pipeline

DECEMBER 29, 2016

Despite the flurry of holiday-related activities that take place in December, and the crunch time for centers in some sectors, Pipeline readers took the time to check in at the blog for contact center-related tips, profiles, trends, news and advice. The following are the five most-read blog posts for this past month. Human Touch Still […].

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Contact Center Call Center Technology 100

Peter Lavers

DECEMBER 28, 2016

Peter Lavers’ blog on the “Forging the link between customer experience and innovation” has been published on IBM #ThinkMarketing. Read it here. Tweet to @PeterLavers. The post “Customer Experience and Innovation” blog published on #ThinkMarketing appeared first on Think CX.

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Customer Experience 100

Beyond Philosophy

DECEMBER 14, 2016

Having been with the Customer Experience movement since the beginning, I have seen companies embrace the idea of putting Customers at the center of everything they do and reap the rewards in increasing Net Promoter Scores (NPS) and revenues. Now, some of these companies are experiencing a plateau in their NPS score. They no longer see it climb the way it once did.

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Consulting Consulting Customer Experience Management 361

ShepHyken

DECEMBER 5, 2016

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Beyond the Wow Factor: Why Customer Experience Management Is Not About Exceeding Expectations by Paul Greenberg & Thomas Wieberneit.

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Customer Service Customer retention Personalization Customer Experience 305

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.

Customer Experience

Steve DiGioia

DECEMBER 26, 2016

This original article was written by Steve DiGioia. As a follow-up to my previous post “ 11 Industry Experts Discuss “What’s More Important: Customer First or Profit First? ”, I contacted Evan Carmichael – who offered to provide his response in a LIVE YouTube Hangout. Watch it below. Evan Carmichael was named one of the Top 100 Great Leadership Speakers by Inc.

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Customer Service 159

CustomerGauge

DECEMBER 12, 2016

Has anyone else ever heard the term “digital transformation” and let loose one of the longest eye rolls of their life? Don’t worry, I was in your shoes once. Before I worked in marketing, I was a development editor at a technical publication for software books (I know, I know, I’ve gone to the dark […]. The post NPS and the Digital Transformation of CX appeared first on CustomerGauge.

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Marketing Customer Experience 119

Contact Center Pipeline

DECEMBER 28, 2016

Since the very first issue of Pipeline (March 2009), we have published a regular feature called Inside View. The column is devoted to recognizing best-in-class service providers and leaders, and highlighting their accomplishments. This year, we began publishing those columns on our blog to help spread the word about these outstanding contact centers, leaders and […].

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Contact Center Call Center Customer Service Customer Experience 100

Peter Lavers

DECEMBER 10, 2016

CustomerGauge has listed Peter Lavers on the The Top Customer Experience Influencers to to follow in 2017! View the list on CustomerGauge.com . Tweet to @PeterLavers. The post Peter Lavers makes the Top 20 Customer Experience Influencers to follow in 2017 appeared first on Think CX.

Customer Experience 100

Customer Experience 100

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

Beyond Philosophy

DECEMBER 19, 2016

On Black Friday, American retailers kicked off the holiday shopping season by opening their doors in the middle of the night, offering steep discounts, and giving away 100 percent of the money they took in. Wait – what was that last one? This year, outdoor clothing retailer Patagonia announced that it would give 100 percent of its Black Friday retail and online sales to grassroots environmental organizations.

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Sales Banking Customer emotions Education 354

ShepHyken

DECEMBER 9, 2016

This week on our Friends on Friday guest blog post my colleague, Stephan Delbos, writes about the importance of doing more than satisfying customers, you must delight them. I agree! There is a big difference between satisfied customers and loyal customers. Satisfactory is a rating. Loyalty is an emotion. – Shep Hyken. Remember the days when “another satisfied customer” was the greatest mark of success for any brand?

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Customer emotions Marketing Customer Experience Customer Service 306

Kayako

DECEMBER 8, 2016

CONTENTS. Intro: Word of mouth marketing. 1: The importance of getting it right first time. 2: Our experiment. 3: The results. 4: What this means for your business. 5: Is it too late to win the customer back? 6. What you can do to rectify bad customer service. Takeaways. Intro: Word of mouth marketing. Word of mouth marketing is one of the most valuable forms of marketing with 92% of consumers believing recommendations from friends and family over all forms of advertising.

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Customer Service Airlines Surveys Marketing 116

CustomerGauge

DECEMBER 22, 2016

The “Internet of Things” (IoT) is easily the biggest buzzword in the tech sphere to break out into the mainstream in 2016. Just check out the search volume in that Google Trends data! We’ve seen smart home devices, one-button product purchases, and even the prospect of an employee-less supermarket (Amazon, take a bow). Rather than questioning whether […].

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Customer Experience Feedback Surveys Management 113

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

Contact Center Pipeline

DECEMBER 27, 2016

In 2015, Pipeline Publisher Linda Harden hosted the first session of Executive Talk interviews at the Northeast Contact Center Forum’s (NECCF) annual conference at Gillette Stadium, just outside of Boston. Earlier this year, back by popular demand, she conducted a new set of interviews. In these brief conversations, Linda speaks with a variety of contact […].

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Contact Center Call Center Customer Service Customer Experience 100

Amity

DECEMBER 9, 2016

Ever log on to your computer in the morning and immediately get that sense that you’re drowning? The sheer abundance of information we’re exposed to online can overload even the fastest and most voracious readers—some of which include your prospective customers. While wading through this endless sea of content, I’ve recently read a few amazing articles that speak about how to market to your current customers in order to increase retention and help them continuously succee

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Marketing SaaS Sales Surveys 109

Beyond Philosophy

DECEMBER 22, 2016

What happens when you take the people out of an experience that was traditionally a human-based interaction? Does it make it better or worse? And what does this mean to the future of Customer Experience? Amazon and Uber might soon have answers for us on these questions. Amazon and Uber have been making headlines by eliminating the humans from areas of the Customer Experience where a person is usually involved.

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Transportation Consulting Consulting Personalization 322

ShepHyken

DECEMBER 12, 2016

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Is Your Digital Marketing Strategy Ready for an AI Intervention? by Tara Thomas. (Boomtrain) Artificial Intelligence, machine learning, and big data analytics have been around for a while in the B2B world.

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Customer Service Chatbots Metrics Contact Center 255

Advertiser: ZoomInfo

Longer sales cycles. Increasingly discerning buyers. More meetings. Intensifying competition. Economic uncertainty. Go-to-market teams of every size, in every industry, are grappling with these challenges firsthand. Thankfully, there’s an answer. We’ve developed an entirely new way for GTM leaders to identify and execute proven, data-driven strategies that drive revenue.

Sales

Kayako

DECEMBER 15, 2016

This is a guest post from our friends over at Recruiterbox. Sarah Caminiti will share why tone of voice in your communication with customers is important, and how it can be used as a unique hiring tool. How do you come across to your customers? Are you received as being professional and reassuring? One of the most vital pieces of building a support team is setting the right tone for your customers.

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Customer Service Management Customer Experience 0

CustomerGauge

DECEMBER 5, 2016

Do you run? I’m a pretty slow runner, but I love a 10k event—I really put my heart into it. If you are like me, you pace yourself carefully, so you try to run with the optimum amount of energy, and finish with a nice turn of speed. Now, picture yourself about to cross that […]. The post Why Some CEOs Need 5 Quarters, Not 4, to Meet Sales Goals appeared first on CustomerGauge.

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Sales 100

Contact Center Pipeline

DECEMBER 23, 2016

Our Quick Tips posts are just that—brief posts providing advice or actionable items from industry experts. These are tried-and-true practices that have proven successful for the provider, and which can be implemented across a large variety of operations. The following were the 5 most-read Quick Tips in 2016. Quick Tip: Promote Agents with the Right […].

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Quality management Feedback Contact Center Call Center 100