Inbenta

JANUARY 13, 2020

Chatbots are known for their benefits on customer experience and relation, here are some examples of how a chatbot can help boost your e-commerce site and create a competitive advantage. E-commerce chatbot: support the customer journey. In 2019, 25% of adults in the US carried out online purchases at least once a month, bringing the number of American digital buyers to approximately 224 million for the past year. ( Source ) E-commerce websites are therefore exposed to a lot of traffic and it is

Chatbots 109

Chatbots Customer Experience Management Technology 109

Beyond Philosophy

JANUARY 20, 2020

Sometimes people say no to sales offers out of habit. They have rules or expectations going into the interaction that preclude them from saying yes. There are ways to overcome these habits. The scientific name for it is Escalation of Commitment, but it is also the basis of many sales techniques, and it is an excellent way to get your customers to say yes. .

Advertising 447

Advertising Telemarketing Consulting Consulting 447

Contact Center Pipeline

JANUARY 21, 2020

Innovation is a requirement in most organizations. Without innovation, businesses will likely struggle to stay relevant and even survive. Most of us have a mandate (implied or explicit) to be innovative. To deliver on that mandate, you need to understand your organization and how it treats innovation. This is particularly true in a dynamic contact […].

Contact Center 195

Contact Center Call Center Customer Experience Management 195

Steve DiGioia

JANUARY 6, 2020

We scour resume after resume in search of the best candidate. But, as a service provider, we never truly know the applicant’s skill set until they’re hired and in contact with your precious customers. Sometimes we’re lucky and hire a gem who goes on to build customer relationships lasting years. This is a dream hire. But other times, we hire a dud who chases our clients away.

Customer Service 200

Customer Service Scripts Best practices Personalization 200

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ShepHyken

JANUARY 24, 2020

This week we feature an article by Brett Patrontasch, CEO of Shyft. Brett provides three insightful ways to help improve customer satisfaction and employee empowerment. Most retail businesses understand that the best service strategies won’t succeed if store-level employees don’t feel motivated. When given proper training, support, and encouragement, employees can make your business.

Customer Service 316

Customer Service Employee engagement Morale Technology 316

ProProfs Blog

JANUARY 7, 2020

Customer. Vendor. Seller. Buyer. All of them have been around since the concept of commerce started. Fast forward to 2020. Today, it is all about the ‘Age of the Customer’. Businesses have grown more concerned; some may say, even obsessed with how their customers are treated. . And rightfully so. . It only takes one bad experience for the customer to swear off your business forever. .

Customer Service 169

Customer Service Customer centricity Brand ambassadors Customer Support 169

TechSee

JANUARY 7, 2020

With the telecommunications industry at saturation point, and with services largely commoditized, providers suffer from exceptionally high rates of churn. Accenture reports that 77% of consumers are no longer loyal to any particular brand, telcos must work harder than ever to retain their customer bases. Acquisition costs far outweigh those of keeping current customers, further motivating companies to implement innovative strategies to boost customer retention in the telecom industry.

Customer retention 136

Customer retention Interactive Voice Response Telecommunications Wireless 136

Contact Center Pipeline

JANUARY 9, 2020

Customer-centric brands have put considerable time and resources into honing their ability to track, understand, manage and differentiate the customer’s experience. Now business leaders are increasingly aware of just how much is at stake when there is a lack of corresponding investment in their workers and the work environment. Employees’ expectations of employers have been […].

Customer centricity 236

Customer centricity Journey mapping Management Feedback 236

GetFeedback

JANUARY 27, 2020

In today’s competitive marketplace, it’s more important than ever that companies deliver amazing customer service. Focusing on customer experience just might be the single most critical investment a company can make. But as CX guru Shep Hyken notes, while 80% of CEOs think their companies deliver a great customer experience, only 8% of their customers agree.

Feedback 88

Feedback Surveys Journey mapping Metrics 88

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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

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ShepHyken

JANUARY 31, 2020

This week we feature an article by Pem Brooke, Marketing Manager of SuperStaff. Pem discusses the importance of shifting customer service tactics in order to cater towards customers from each generation. Not many companies think about generational gaps and differences when it comes to dealing with their clients. Some brands think that dealing with customers with uniform responses and procedures increases their efficiency and effectivity—when, in fact, some customers may feel alienated if the sup

Customer Service 268

Customer Service Entertainment Marketing Customer Support 268

TELUS International

JANUARY 14, 2020

Technology 119

Technology 119

Totango

JANUARY 28, 2020

As the economy grows increasingly customer-centric, customer retention becomes more vital to the success of enterprises. Repeat customers provide greater value at a lower cost than those who buy something once and leave. This means that good customer retention management is necessary for maximizing financial growth, minimizing wasted resources, and optimizing the customer experience.

Customer retention 85

Customer retention Management Enterprise Best practices 85

Comm100

JANUARY 21, 2020

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. The digital customer journey describes how your customers move across digital touchpoints as they progress from prospect to customer to advocate. Examining your digital customer journey is critical to improving your customer experience by ensuring that every touchpoint is monitored and optimized.

B2C 83

B2C B2B Benchmark Best practices 83

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

Beyond Philosophy

JANUARY 23, 2020

Forrester predicted that one in four Customer Experience Professionals will lose their job in 2020. It is a bold prediction, and I agree with it. Why are so many Customer Experience professionals facing the ax this year? They have neglected to focus on return on investment for the initiatives they have implemented. . We discussed this problem in a recent podcast.

Consulting 445

Consulting Consulting Customer Experience Metrics 445

Contact Center Pipeline

JANUARY 22, 2020

In 2016, I spoke at a customer conference and the topic was, “Contact Center 2020.” At the time, 2020 seemed like it was forever away, and I had carte blanche to forecast whatever I wanted to about the potential state of the contact center in 2020. I opened the session with a brief clip from […].

Contact Center 296

Contact Center Self service Interactive Voice Response Technology 296

ShepHyken

JANUARY 29, 2020

Today I share with you a fable. Once upon a time a great genie paid a short visit to the town of Businessland, where he happened upon three entrepreneurs, each of whom wanted to open an ice cream shop. The great genie offered to grant each of them a wish, but only if that wish would absolutely guarantee the success of their venture. The first entrepreneur said, “I wish for the best tasting ice cream in all of Businessland.

Sales 380

Sales Marketing Customer Experience Customer Service 380

Callminer

JANUARY 12, 2020

We asked a panel of 20 call center pros about the most important call center metrics reps and agents should be aware of (but many aren’t) and what managers should be doing about it.

Call Center 226

Call Center Metrics Management 226

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

Steve DiGioia

JANUARY 20, 2020

I saw this written on a resume the other day. One of her past job duties was “ Joyfully greeted guests “ My first reaction was, “What kind of B.S. is that to write? You must be padding your resume ‘cause you can’t be that good. Then I started to think… How does one joyfully greet a guest (customer)? I ran a scenario through my mind of someone browsing through rack after rack of clothes when a store employee pounces over and says “Hey, good afternoon.

Customer Service 238

Customer Service 238

ProProfs Blog

JANUARY 30, 2020

“Your most unhappy customers are your greatest source of learning.” — Bill Gates. Elaborating on this maxim, I would also like to add that unhappy customers can ruin the brand value in minutes. It takes less than a minute for an angry customer to post their bitter experiences online. Type, type, click, and the damage is done! And we all know, what goes online, reaches everyone and hampers the brand image as well.

B2B 204

B2B Banking Personalization Employee engagement 204

Beyond Philosophy

JANUARY 19, 2020

We do research called an Emotional Signature ® that examines the Customer Experience from a subconscious psychological perspective. Therefore, by definition, you get a different viewpoint after you undertake it for your organization. . However, in our global Customer Experience consultancy, whenever we present our findings to an organization, you usually get at least one person that tries to bend the results to meet their agenda.

Consulting 392

Consulting Consulting Customer Experience Management 392

Contact Center Pipeline

JANUARY 29, 2020

Contact Center Pipeline’s SPONSOR WALL OF FAME Company name Customer Contact Strategies CEO/Founder Michele Rowan When founded 2009 Describe your company We help companies design/expand their work-at-home programs for contact centers via custom consulting, public workshops and conferences. What is your background in the industry? 20+ years of contact center leadership experience and 10+ years […].

Contact Center 288

Contact Center Consulting Consulting Call Center 288

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

ShepHyken

JANUARY 15, 2020

One of our Shepard Letter subscribers, Tom Korff, wrote in with an important question: how should customer support agents handle callers who are threatening to harm themselves and/or others? This is a serious topic. I will share my thoughts, but it’s important to note that the brevity of my answer does not diminish the importance of the question. If someone threatens to do harm to themselves or others, it cannot be taken lightly.

Customer Support 378

Customer Support Management Customer Service 378

Lumoa

JANUARY 30, 2020

We share best practices on how to prioritize customer experience initiatives. Due to limitations in resources, organizations have to prioritize which initiatives to spend their money on. You have to consider which initiatives have the most potential to impact customer effort for your priority customers.

Customer Experience 168

Customer Experience Best practices Customer effort 168

Win the Customer

JANUARY 20, 2020

2018 saw the eCommerce industry grow by over 25 percent with 2019 showing no signs of a slowdown for the industry. The eCommerce boom has resulted in lots of competition. Businesses need to rise to the challenge to stay relevant. This article will look at why a business should integrate live chat as well as AI to their eCommerce business as well as how to integrate them correctly to your eCommerce business.

Chatbots 159

Chatbots Feedback Surveys Sales 159

ProProfs Blog

JANUARY 24, 2020

If I were to ask you what’s the most trusted source for knowing whether a product or service is worth taking? Would you say: Product/service reviews? Research? . Competitor Prices? What if I were to tell you that the aspect that genuinely tops the list is what your friends and family think? Let’s say a friend buys something you absolutely adore, and you ask them where they got it from.

Customer advocacy 155

Customer advocacy Marketing Feedback B2B 155

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

Beyond Philosophy

JANUARY 24, 2020

The Secret of Pricing. Academia has a problem with names. They are not always, well, intuitive. Hyperbolic Discounting is an excellent example of a pertinent business area disguised in a difficult-to-interpret label. Hyperbolic Discounting does not mean what you might think. If you take a look at the words in the name, you probably imagine it means embellished markdowns.

Consulting 329

Consulting Consulting Customer Experience Marketing 329

Contact Center Pipeline

JANUARY 28, 2020

When invited to compile this list of customer service trends for 2020, naturally the first thing I did was look back at all of the predictions made the previous year. The influence of AI in the contact center was strongly touted, but in 2020 (after a number of false starts), artificial intelligence will finally start […].

Contact Center 275

Contact Center Customer Service Self service Chatbots 275

ShepHyken

JANUARY 22, 2020

“There are two kinds of people: Batteries Included and Batteries Not Included.”. That quote comes from Dan Sullivan, founder and president of the Strategic Coach program. If you’ve been following my work, you’ll probably recognize his name. I’ve learned a lot over the years by attending his workshops and coaching sessions. He recently released a book that included many of his quotable words of wisdom.

Coaching 350

Coaching Personalization Customer Service Sales 350