Beyond Philosophy
DECEMBER 20, 2017
Consumer confidence is a funny thing. It is little more than a feeling, and yet it drives millions of dollars in business—especially around this time of year. A recent JLL Retail survey revealed that consumer confidence is high, making the outlook for the holiday season holly jolly. Now, to be fair, Consumer Confidence is the aggregate for 5,000 U.S. households’ feelings.
Contact Center Pipeline
DECEMBER 21, 2017
There have been significant changes in the social media world over the past eight years, for sure. New networking sites have emerged, and others have disappeared. But it’s safe to say that social media will continue to expand and evolve—and that customers will increasingly turn to social channels to get the attention of the companies […].
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ShepHyken
DECEMBER 19, 2017
Meeting Your Customers Where They Are, Will Cause Them to Stay Where You Are . Shep Hyken Interviews Jim Steinberg, Senior Vice President of LoyaltyPlant . How would you like a perfect way to reach your customers and keep their attention?  <span data-mce-type=”bookmark” style=”display: inline-block; width: 0px; overflow: hidden; line-height: 0;” class=”mce_SELRES_start”></span> Personalizing the customer experi
Call Center Weekly
DECEMBER 20, 2017
What are some fun and creative ways to train staff during down time? There are many fun and creative ways to train staff during down time. One way, is to create a crossword puzzle with the questions and answers related to the organization’s mission, values, and of course, product knowledge. Set a time limit, say two hours, for all to be turned in. All agents with perfect scores are entered to win a $25 or $50 gift card.
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Beyond Philosophy
DECEMBER 19, 2017
Every time I go back to the UK I feel like I took a step back in time. The Customer Experiences I have in the UK are not as good as I have in the USA, now there is evidence to back this up. Per the 8th annual “ Customer Experience Excellence Study” published by KPMG Nunwood, shows that Customer Experience in the UK is lagging. Ten-thousand respondents ranked brands’ Customer Experience based on six categories.
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Myra Golden Media
DECEMBER 19, 2017
I’ll never forget the day I saw a fight, literally a fist-fight, between a customer and an employee. It was at Kmart. I was 16, and I worked at Kmart on Admiral in Tulsa. My 17-year old co-worker and good friend, Beverly, said to a customer who wanted to return some worn out clothing, “We’re not taking that junk back!”. “Excuse me?” the customers said.
Peter Lavers
DECEMBER 21, 2017
As 2017 draws to its close I’ve been taking a look at my blog, twitter and Linkedin activity over the year, and I’d like to share with you my three top choices in four different categories: Most blog engagement. These blogs have generated the most engagement from my twitter and LinkedIn communities: It’s hard to believe that the Credit Crunch hit 10 years ago, and this blog considers 4 “seismic changes” that have resulted in the field of Customer Management, with versions specific to B2B and B
Beyond Philosophy
DECEMBER 20, 2017
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. One of my favorite movies about business in general, and employee behavior in particular, is Office Space. The film is full of bad management-staff relationship and motivation examples, and management’s myopic need for process execution for its own sake, not the enrichment or benefit of employees, and irrespective of the impact that they will, or won’t, have on customers.
Comm100
DECEMBER 19, 2017
Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Nowadays, having competitive prices and bombarding customers with advertisements and offers is not enough. Customers are smarter than before, and most of them already know your products and services intimately, based on online research or referrals, before making a purchase.
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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
DECEMBER 20, 2017
The senior population has been a fast-growing customer segment since the first wave of baby boomers turned 65 in 2011. This year, the number of seniors topped 50 million, and the U.S. Census Bureau projects it to reach over 70 million in the next 25 years. In a fast-paced world, where conversations can be distilled […].
Lumoa
DECEMBER 18, 2017
The topic of customer experience has been trending throughout this year. More and more companies put a customer at the centre of their business operations. At Lumoa, we believe that it’s only the beginning. Customer experience and engagement are already changing the way businesses work covering larger and larger industries. To stay ahead of the time and to be successful, it is crucial to follow the newest trends in CX.
Amity
DECEMBER 21, 2017
Dealing with some end of year FOMO? We know, it's the season - it's easy not to feel ready for the new year when you're still working hard to wrap up the quarter. We've got just what you need. Below is our annual holiday reading list, the best articles of 2017, curated, organized, and ready to be enjoyed. Read it now or bookmark it for later, whatever floats your boat!
Customer Guru
DECEMBER 20, 2017
Customer Guru has taken this initiative of sharing the experiences of successful CX leaders across India to inspire and guide professionals in understanding and adopting customer centricity in their organizations. In continuation of the series, we have another gem of an interview with Mr. Abhay Singh Chauhan, the head of Customer Service at Avery Dennison.
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.
Contact Center Pipeline
DECEMBER 22, 2017
Wishing all of our readers a safe and happy holiday season, and a prosperous new year!
Andrew Mcfarland
DECEMBER 19, 2017
When asked to explain the difference between customer care, success, and experience I explain my perspective in terms of a continuum. Customer care (or service) relates to a company’s ability to respond appropriately to customer inquiries. When a customer raises.
Customer Experience Matters
DECEMBER 18, 2017
We examined the connection between customer experience and loyalty by tapping into our survey of 10,000 U.S. consumers to analyze the relationship between Temkin Experience Ratings (TxR) and future purchase intentions. To determine future purchase intentions, we asked consumer how likely they were to purchase more from the company in the future. We calculated the percentage of each company’s customers who selected “6,” or “7” on a scale from “1” (not at
Teresa Allen
DECEMBER 19, 2017
At the conclusion of any year it is wise to look back a successes and failures but also to move forward with a specific strategy for improvement and growth. The five steps below are critical for review of 2017 and planning for future success in 2018: 1. Study and prepare for your customer journey Identify customer types and map their journey from purchase research through product delivery and customer service follow ups.
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!
ClearAction
DECEMBER 16, 2017
What is Customer Experience Collaboration? Lynn Hunsaker. Imagine your company as a sports team, such as volleyball, soccer, hockey or football: do you truly pull together, have one another’s backs, share opportunities and show your opponents and fans you’re a well-oiled machine? Collaboration like this across your entire company is what’s needed to win customer experience championships.
VocalCom
DECEMBER 18, 2017
In the contact center, time is everything. Every second wasted results in fewer sales and missed opportunities for delivering great customer service. Fortunately, predictive dialers offer the perfect solution to this problem, as this automated technology filters out obstacles and places calls at optimal times to ensure better results. Here are six ways predictive dialers can drive successful sales and customer service experiences.
Aspect
DECEMBER 19, 2017
We can all agree that mobile technology and consumer channels have made a strong footprint in healthcare. With the advent of patient portals through mobile or disposable apps, patients can easily check physician visit summaries and test results, view prescriptions and access personal data within a few clicks and swipes. Some providers enable patients to email physicians directly from the portal or even fill out forms.
Amity
DECEMBER 18, 2017
In this SaaS day and age, using, switching, or even creating a product has become like a walk in the park. As a direct result, there are software products/tools for everything you can possibly imagine, and a lot of them. In fact, top companies today use an average of 37 different tools or software platforms to run their day-to-day operations (according to the data gathered by Siftery ) and your SaaS offering, however crucial for their business, may still be just one of them.
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.
Customer Experience Matters
DECEMBER 19, 2017
Every year, Temkin Group identifies a theme that we believe deserves the attention of the entire CX community. We focused on Elevate Purpose in 2017, Intensify Emotion in 2016, Engage Employees in 2015, and Amplify Empathy in 2014. We’ve decided to label 2018 as “The Year of Humanity.” With all of the discord and tension throughout the world, it seems like a good time for all of us to refocus on what’s most important, our collective humanity.
Teresa Allen
DECEMBER 19, 2017
At the conclusion of any year it is wise to look back a successes and failures but also to move forward with a specific strategy for improvement and growth. The five steps below are critical for review of 2017 and planning for future success in 2018: 1. Study and prepare for your customer journey Identify customer types and map their journey from purchase research through product delivery and customer service follow ups.
Aspect
DECEMBER 20, 2017
Faced with a conundrum, my son came to me the other day asking for help. He was attempting to register for spring semester classes, but because of a missing prerequisite, he wasn’t able to register for the math class he intended to take. Neither one of us could determine what the prerequisite was that he was missing. He asked what he should do and I suggested he call the college and ask why he needed a prerequisite and what exactly that class was.
Toister Performance Solutions
DECEMBER 19, 2017
Many customer service employees view the holidays with dread. It is supposed to be a joyous, festive time. The reality for many of us is our already busy days are filled with holiday activities such as baking, writing holiday cards, getting our Christmas shopping done, and attending a multitude of holiday parties. Some customer service employees experience all that coupled with their absolute busiest time of year.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
The Center for Client Retention
DECEMBER 21, 2017
Before you ring in the new year, we’ve compiled this list of top blog posts based on traffic to the Gaggle Speaks Blog and the number of shares each post received. If you haven’t already done so, be sure to check out the top Gaggle Speaks posts from this past year. What the New Features in Google Vault Mean to K-12 Administrators. Google has released some new Vault features that likely caught the eye of K-12 technology directors and email administrators.
REVE Systems
DECEMBER 19, 2017
According to a recent study by mobileinsurance.com, an average person spends 90 mins of the day on their phone. Business productivity now a day depends heavily on effective mobile communication. Fast mobile messaging has become extremely important for productivity. Almost 70-80% of internal communication within an enterprise will be conducted though messaging apps on mobile device in the years to come.
Etech
DECEMBER 18, 2017
Often a company leadership faces unending challenges especially when it comes to the rapid technological changes. Since the emergence of information technology, company communication with its customers took a turn to an unknown destination. Just think back ten years ago or even 5 years, how were businesses reaching their customers? How were customers reaching them?
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