Sat.Mar 17, 2018 - Fri.Mar 23, 2018

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How To Manage Expectations

Beyond Philosophy

Have you been on a flight recently and found that you arrived at your destination a little early? I have, but I never thought much about it until I heard this NPR report. A Tufts University researcher named Silke Forbes thought it odd that she arrived 30 minutes early on a flight from Cleveland to Washington. She had taken the same flight a few years before, but it had taken less time back then.

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Guest Blog: Lead with Communication to Reduce these 5 Revenue Leaks

ShepHyken

This week we feature an article by Denise Graziano who explains how essential clear, consistent, authentic communication is for companies to use when dealing with difficult news. – Shep Hyken. What professional skill is highly overlooked, underrated, often treated as an afterthought, yet is as vital as fuel for any vehicle on a company’s road to success?

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Trending Sources

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Join Industry Leaders for the CallMiner CX Intelligence Summit

Callminer

AI and automated analytics are instrumental for uncovering a wealth of actionable intelligence from the millions of data points captured in customer interactions.

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Are you Making the Most of Every Service Opportunity?

Call Center Weekly

By Meghan Speer I recently had to call into a company because the amount they charged me was incorrect. Working in the call center industry, I am always curious how these experiences will go, and often play the comparison game. How long do I have to wait? Do their agents sound better than ours? If you’re reading this, I’m sure you know that game. In this instance, my call was answered fairly quickly, but when the person on the other side of the phone began speaking I wasn’t sure if I was speakin

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Why Do Customers Fight For What They See To Be Their Rights?

Beyond Philosophy

Customers will fight harder to keep what they have than they will to gain new things. This is called Loss Aversion and it’s a big driver of customer behavior. This can be the route of customer complaints. What are the implications for designing a customer experience? The post Why Do Customers Fight For What They See To Be Their Rights? appeared first on.

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3 of the Most Common Customer Service Complaints

Win the Customer

As a business owner, you understand the importance of keeping your valued customers happy; after all, a happy customer usually means a repeat customer. Thus, the last thing you want is to inadvertently drop the ball and/or anger a valued customer and have them decide to shop elsewhere due to a foul up by one of your support agents or glitchy systems.

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Follow the Leader", Featuring Jeff Toister

Call Center Weekly

How do you encourage front line staff to take ownership of the contact center vision? I recently spoke with a contact center leader who was frustrated that his agents weren’t really excited about the vision. He shared with me that he had come up with the vision on his own and then communicated it to the team. Well, no wonder agents weren’t excited about the vision since they had no part in creating it!

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How to Turn a Puck to the Face into a Moment of Magic®

ShepHyken

I love a good hockey game, and my favorite team is the St. Louis Blues. I recently went to a game where a puck fluttered over the protective glass and hit a fan squarely in the head just a few rows in front of me. The blood started to flow and within seconds an usher was beside the gentleman who, other than the gash on his head, seemed to be okay. What happened next was a system or process that had been honed to perfection.

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Leveraging Digital Channels, Part 2: Adapt to Your Customers’ Changing Preferences

Contact Center Pipeline

Matt Wilbanks understands what it’s like to try to retain customers who never reach out when there’s a problem. As CEO and co-founder of HelpSocial, a leading integration platform for customer care and social media, he believes that companies can not only prevent customer churn but also connect with new customer segments by adapting to […].

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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4 Ideas for Driving Customer Promotion via Customer Service

Customer Guru

The days when a customer service (CS) team was strictly responsible for handling complaints from customers are long past. In this new market, your CS team has to handle plenty more than unruly and unhappy customers. Besides handling complaints, it also needs to focus on an even bigger role by taking the lead in sculpting an amazing customer experience, which ultimately cultivates high customer satisfaction that will also create customer promotion through additional recommendations and referrals

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What's in Your #CX Budget?

CX Journey

Image courtesy of Pixabay What's in your customer experience strategy budget? Traditionally, customer experience professionals have no budget. By that I mean that they have no allocated financial resources for improvements to be made as a result of the learnings from surveys and other listening posts, journey mapping, and other customer experience strategy exercises that become the catalyst for onstage customer experience or behind-the-scenes process improvements.

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Social Customer Service: 3 Strategies from a Marketer

The Northridge Group

Achieving a clear line of sight into customer needs and preferences gives companies the ability to make proactive, informed business decisions. Customers want to engage with organizations when and how they prefer and those channel preferences are rapidly evolving. To address these needs, customer experience leaders continue to develop social media as one of those key channels in a successful customer engagement and service strategy.

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Fast Implementation with Success

Contact Center Pipeline

Look up “hasty” and you will find synonyms that convey speed and quickness next to others with less flattering connotations: injudicious, thoughtless, impulsive, and rash. The latter will not earn you a spot in the Contact Center Hall of Fame. In this fast-paced era, doing things right doesn’t have to mean slow. In fact, a […].

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Contact Center Dialers Demystified

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.

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How Chewy Built a $3 Billion Business Based on Customer Experience

UJET

"Every time I order through chewy I am blown away by the speed and quality of the service." "I have never come across such an understanding company and one so willing to help and give advice." "I think Chewy is the best thing since sliced bread." "There is simply no better online business.". The quotes above are actual testimonials from customers of the online pet supply retailer Chewy, submitted by the company in connection with its nomination for the 2017 Stevie Awards Customer Service Departm

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Computer Vision in the Call Center – The New CX Frontier

TechSee

Companies are increasingly turning to artificial intelligence (AI)-powered contact center solutions to meet consumers’ growing demand for better CX, reduce costs and alleviate pressure on agents. With AI, call centers are equipped with a wide range of voice analytics, enabling recognition of customer, accent, gender, and emotion, as well as powering conversational IVRs and voice based virtual assistants.

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Announcing 2018’s Top Customer Success Influencers & Strategists

Mindtouch

“This list is packed with people who inspire and elevate me on a regular basis. It’s a huge honor to be a part of this movement with such awesome people.”. — Nick Mehta, CEO, Gainsight. Two comprehensive lists, one voted on by a select judging panel, one publicly voted on by the customer success community, both aimed at highlighting those influencers and strategists who are working tirelessly to push the industry forward.

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6 Key Trends Shaping Social Customer Service

VocalCom

As social media use continues to grow, customers demand greater brand engagement on these channels. And don’t think that millennials are the only people driving engagement: According to a Global Web Index report, 97% of online adults aged 16-64 claimed to have visited at least one social network in the past month. Just how does this behavior impact brands?

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ABM Evolution: How Top Marketers Are Using Account-Based Strategies

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.

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The 3 Flavors Of Onboarding

Amity

It might be considered an afterthought for some, but in the world of Customer Success, poor customer onboarding should be one of your top priorities. Why? Because it happens to be the leading cause of churn. 23% of churn, to be exact, is caused by poor onboarding ( Preact ). One way many Customer Success professionals are getting past this roadblock is by utilizing the concept of on-demand onboarding.

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7 Add-Ons That Improve the E-Commerce Experience

GetFeedback

The e-commerce experience is the key to success for online retailers. Anand Srinivasan of Hubbion shares 7 simple web elements that make all the difference.

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Survey Analysis: What Makes The Best Support Teams Tick?

aircall

What does it mean to be “The Best”? Is it a fact? An opinion? For Aircall’s recent survey of 475 customer support leaders , it comes down to self-reflection. “Overall, how would you rate the performance of your customer support team?”. Respondents chose from the following multiple-choice answers: Best in the industry. Good but not yet great. Significant room for improvement.

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#CXSecrets: Don't Limit Feedback Opportunities

PeopleMetrics

We all remember that dreaded phone call. After working all day, you'd pull out your chair to sit down for a family dinner and the phone would ring. You'd roll your eyes and walk over to pick it up. A stranger's voice would then ask if you had a few minutes to answer some questions about a recent experience you had with a company. Really? Right now? "Please call back later, I'm having dinner with my family.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

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Why Phone Calls are Still the Best Way to Deliver Customer Service

Fonolo

In a society becoming increasingly obsessed with text messages, DMs, and emojis, it turns out that authentic, real-time human interaction through phone calls is still the preferred way to deliver optimal customer service. Here are some key reasons why it’s critical to maintain an effective real-time call center strategy to ensure lasting customer satisfaction, retention, loyalty.

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Amazing Business Radio: Sam Silverstein

ShepHyken

Customer Service Begins with Accountability. How can accountability create Moments of Magic ® ? Shep Hyken sits down with Sam Silverstein to discuss the importance of fostering a culture of accountability, which empowers employees to give truly amazing customer service. ?. Top Takeaways: Sam says that to have great customer service, you need accountability from all employees – especially leadership.

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Operational Indicators – Average Handle Time (AHT)

Taylor Reach Group

By: Turaj Seyrafiaan. Have you ever wondered what is behind any of the Contact Center operational indicators? Why do we measure what we measure and what do they mean? In this article, we tackle one of the most important indicators; Average Handle Time (AHT). AHT is defined as the total amount of time (on average) that an agent spends on a contact. In a Contact Center environment (voice, chat), AHT includes talk time, hold time and after call work time (ACW).

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Report: 2018 Temkin Experience Ratings (U.S.)

Customer Experience Matters

2018 marks the eighth straight year that we’ve published the Temkin Experience Ratings, a cross-industry, open standard benchmark of customer experience. To generate these Ratings, we asked 10,000 U.S. consumers to rate their recent interactions with 318 companies across 20 industries and then evaluated their experiences across three dimensions: success, effort, and emotion.

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The Innovator’s Guide to the Digital-first Contact Center

In the contact center industry, first-generation digital channels like email and web chat have seen significant adoption, along with video chat and co-browsing capabilities. However, customers are rapidly moving beyond these channels, seeking next-generation options. Social platforms are now becoming mainstream contact center channels. Download this guide today to learn how to help your business adapt to this evolving landscape and leverage the power of next-generation digital customer service.

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5 Common Customer Complaints That Don’t Have to Exist in 2018

Aspect

Your customers know best. So if you’re struggling to figure out why your customers seem so frustrated, maybe you need to look up from the metrics and KPIs for a minute and simply ask them. Every customer complaint should be viewed as an opportunity to improve, so consider these 5 common customer complaints as a roadmap for success moving forward. In fact, success is right on the horizon.

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7 Tips for Keeping Slack Organized

Customer Service Life

This article was originally posted on the FCR blog on February 22, 2018. Click here to read the original post. One of my colleagues at FCR recently asked if I recommend any other communication and collaboration tools besides Slack. As I mentioned in a recent article highlighting the ways support teams use Slack , it’s the clear choice for the majority of our clients for communication with their support teams.

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The Future of AI is Here! Are You Making It Meaningful?

360Connext

Dear future robot overlords, Please read this first. I’m on your side! I promise. Mostly. With a few exceptions. Thanks for going easy on me, -Jeannie. What a great time to be alive! We live in an age of constant discovery around artificial intelligence and the amazing ways we are sure to use it. When it comes to customer experience, there is no doubt AI is already impacting the way we do business, and I’m not just talking about hospitality bots.